Complaint: [redacted]
I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within 24 hours to schedule an exchange & the electric dryer was returned. I did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refund. I waited days and on July 7th I order a gas dryer which was delivered and installed on 7/9. It is now 7/13 and I still have not received the refund for the electric dryer that I had to return. I talked to several agents from Sears corporates who told me I should have refund by 7/11. on 7/11 a rep from the delivery dept called me to verify my installation was complete. I said it was but I still have not received refund for electric dryer. she informed me I should have it by 7/12. Today 7/13 I called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for 50 minutes with her while she called other departments. It took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with both. That call ended with her telling me she created another case for the refund of the electric dryer and it would be another 1 business day before she gets a response from the appropriate department.
Sincerely,
Ghianni [redacted]
October 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. It should be noted that Mr. [redacted] initial complaint was that he never received delivery of his order. After we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missing. However, Mr. [redacted] has not made a call to Sears Online to report the issue. To expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriate. It would be unjust for Sears to provide a refund to Mr. [redacted] while requiring others to follow the procedure set in place for this particular situation. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr. [redacted] has filed a claim is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point my wife and I are now some-what satisfied with our machine being fixed. Even tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phone. We are happy to be at home washing our laundry and having life back to normal as before. Thank you Revdex.com for acting on our behalf. We really appreciate your business. As for my wife and I, this issue is now complete.
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the pricing of a purchase...
he wished to make. We would like to sincerely apologize to Mr. [redacted] for any misunderstanding. Sadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have been. However, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled to. If Mr. [redacted] can provide a receipt, we will gladly investigate the matter and comment further. Until then, we cannot proceed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone!
Sincerely,
Eric F[redacted]
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his allegations of damage to his...
vehicle caused by a Sears associate loading items into his vehicle. Sears has already referred Mr. [redacted] to our third party claims administrator, [redacted] His claim number is [redacted] Mr. [redacted] can contact Jasime F[redacted] if he needs to discuss his claim. Once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. In Mr. [redacted] case, a check in the amount of $546.71 was mailed to him on May 3, 2017, and he was advised that the check would arrive via [redacted] within 10 business. Mr. [redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears is not in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears will never make their delivery service any better and their customer service is nonexistent. I called many times and no one even wanted to help me until the day I called and canceled the order. They simply just do not care enough.
Sincerely,
Robin [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and his request for a refund of the restocking fee. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refund. However, he was out of town at the time. Therefore, we have issued a refund of $63.60 back to his [redacted] account ending in [redacted] For Mr. [redacted] records the return sales receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the repairs to her refrigerator.Upon receipt of...
Ms. B[redacted] complaint, we reached out to her local service unit so that they could expedite the service in question. The repair was completed May 19, 2017. While it was covered under Ms. B[redacted] Master Protection Agreement (MPA), it would have cost approximately $500.00 without this coverage. Additionally, we provided food loss reimbursement in the amount of $152.00. While Ms. [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food loss. In the interim, since it is our understanding the refrigerator is now working, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My filing of the complaint was merely to have an avenue to express how poor the whole delivery process was. For example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person...
whose schedule the delivery was revolving around. She was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone.
The whole delivery process needs to be revamped in my opinion.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ephraim [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system....
Brian [redacted], Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr. [redacted] and he has confirmed that the repairs to his system have been completed. While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair process. Moving forward, if Mr. [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at [redacted]. At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 3, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Anthony [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that on July 10, 2016, we issued a gift card refund of $473.19 to Mr. [redacted] and sent an email to inform him. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1[redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Carry In Repair Services. [redacted] Sears Carry In Repair...
Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms. [redacted] that the technicians make every effort to call the consumers when possible. The carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warranted. During the call with Ms. [redacted] we also explained that we have to charge for our repairs but we will be deducting $50.00 from her repair charge as a gesture of good faith. The technician went over the previous repairs and concerns with Ms. [redacted] and she was satisfied with all of issues. If I can be of any further assistance to Ms. [redacted] she can reach me directly at [redacted]. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. D[redacted] complaint regarding the installation of his...
water heater. It was our understanding that Kathy L[redacted] from our installation group has been trying to reach Mr. D[redacted]. If Mr. D[redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:First of all, I did not order the frid** at a Sears' outlet. If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet. There, a mistake in the Sears' part already.(1) I ordered a new frid** from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid** with **, and was told that the same frid** has two different installation records: one in Apr 2015 and one in Dec 2015. The installation record in Dec 2015 was made by me when I bought the frid** in Nov 2015.Important: This is already a proof that the frid** has been sold to somebody else before me. Remember: I ordered a new frid** through Sears.com and I ordered it in Nov 2015.(4) A ** technician told me that the frid** was made in Apr 2015. A product is usually sold around the time after it is manufactured. This along with the first installation record registered by someone else back in Apr 2015 before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) ** sent me a letter saying that the warranty on the frid** expired in Apr 2016. But I only took delivery of it in Dec 2015. ** did say that they honor a full year of warranty. But the point is not the warranty. The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid** too. One is there was some glue or filler or something oozing out of one of the legs of the frid**. The other issue was an intermittent one that it has some water drops around the frame of the freezer. I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts. And based on them, it is easily concluded that it is a used frid**. But remember: I purchased a new frid** from Sears.com. And therefore, I made a reasonable request for an exchan** with a new frid** or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: ** has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com. Two installation records - one in Apr 2015 and one in Dec 2015 - mean there are two different owners. Remember: I ordered the frid** in Nov 2015.
Sincerely,
[redacted]
October 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Kimberly C[redacted]
Dear [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding the problem she encountered when she requested to...
warranty exchange the battery charger of her weed wacker.
As clarification, the Craftsman warranty for the weed wacker model that Ms. C[redacted] listed on her complaint has a 2 year warranty on the unit itself and a 1 year warranty on the battery. The warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of charge. For warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchased. In Ms. C[redacted] case, the battery charger to her weed wacker failed after our 30 return period, and the unit is covered by the manufacturer’s warranty. We apologize if Ms. C[redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange.
We contacted Ms. C[redacted] and she confirmed that the issue has been resolved. She stated that she contacted one of the store managers and was assisted. Ms. C[redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty item. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. C[redacted] expectations. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: # 94560821 - Sally [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted] complaint regarding the repair of her dehumidifier.
We...
apologize for the delay in responding to this complaint. We forwarded this matter to the Service Unit Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted]
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted]4 direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Colin B [redacted] Dear Ms. [redacted]: We have not fully completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Ikea Carter, Sears Garage...
Solutions, Quality Control Manager provided the following response: I have been in contact with Mr. [redacted] regarding his concerns. Currently Mr. [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next 2 weeks. I can be reached via email at Ikea.[redacted]@searsservices.com or by calling [redacted]. We will provide an additional update once we have received the documentation from Mr. [redacted]. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnetta [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request...
for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 1835 E. Hallandale Beach BLVD Ste. 264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-8040. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted]’s order, we found that she made an effort to have the seller resolve the issue. Since the seller did not agree to send a pre-paid return label, we have submitted a refund request. If the product has not been shipped back, then Ms. [redacted] may either keep or dispose of the item to her discretion. A full refund will be issued back to the same form of payment within 7 to 10 business days. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and her request...
for a refund of one cent plus all of the items selected to be shipped to her at no charge. It is unfortunate if Ms. [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agent. In the future we recommend that Ms. [redacted] reset her password online and click on the link that is provided via email. If Ms. [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistance. Finally, we would like to clarify the layaway program that she began online. Ms. [redacted] only gave $0.01 (one penny) deposit and made no payments. According to the agreement that Ms. [redacted] signed, the layaway is subject to a $15.00 cancellation fee and a charge of the non-refundable $5.00 initiation fee. As such, Ms. [redacted] is not entitled to a refund since no payments were ever made. If Ms. [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation Fees. Additionally, Ms. [redacted] has a 14 day grace period after her payment due date before her contract is cancelled and items are returned to stock. Finally, layaway merchandise will be returned to stock 7 days after a missed payment. Unfortunately, we will not be able to honor her request to ship the merchandise she selected, free of charge. In the interim, since a refund is not due to Ms. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within 24 hours to schedule an exchange & the electric dryer was returned. I did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refund. I waited days and on July 7th I order a gas dryer which was delivered and installed on 7/9. It is now 7/13 and I still have not received the refund for the electric dryer that I had to return. I talked to several agents from Sears corporates who told me I should have refund by 7/11. on 7/11 a rep from the delivery dept called me to verify my installation was complete. I said it was but I still have not received refund for electric dryer. she informed me I should have it by 7/12. Today 7/13 I called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for 50 minutes with her while she called other departments. It took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with both. That call ended with her telling me she created another case for the refund of the electric dryer and it would be another 1 business day before she gets a response from the appropriate department.
Sincerely,
Ghianni [redacted]
October 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. It should be noted that Mr. [redacted] initial complaint was that he never received delivery of his order. After we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missing. However, Mr. [redacted] has not made a call to Sears Online to report the issue. To expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriate. It would be unjust for Sears to provide a refund to Mr. [redacted] while requiring others to follow the procedure set in place for this particular situation. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr. [redacted] has filed a claim is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point my wife and I are now some-what satisfied with our machine being fixed. Even tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phone. We are happy to be at home washing our laundry and having life back to normal as before. Thank you Revdex.com for acting on our behalf. We really appreciate your business. As for my wife and I, this issue is now complete.
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the pricing of a purchase...
he wished to make. We would like to sincerely apologize to Mr. [redacted] for any misunderstanding. Sadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have been. However, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled to. If Mr. [redacted] can provide a receipt, we will gladly investigate the matter and comment further. Until then, we cannot proceed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone!
Sincerely,
Eric F[redacted]
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his allegations of damage to his...
vehicle caused by a Sears associate loading items into his vehicle. Sears has already referred Mr. [redacted] to our third party claims administrator, [redacted] His claim number is [redacted] Mr. [redacted] can contact Jasime F[redacted] if he needs to discuss his claim. Once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. In Mr. [redacted] case, a check in the amount of $546.71 was mailed to him on May 3, 2017, and he was advised that the check would arrive via [redacted] within 10 business. Mr. [redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears is not in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears will never make their delivery service any better and their customer service is nonexistent. I called many times and no one even wanted to help me until the day I called and canceled the order. They simply just do not care enough.
Sincerely,
Robin [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and his request for a refund of the restocking fee. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refund. However, he was out of town at the time. Therefore, we have issued a refund of $63.60 back to his [redacted] account ending in [redacted] For Mr. [redacted] records the return sales receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the repairs to her refrigerator.Upon receipt of...
Ms. B[redacted] complaint, we reached out to her local service unit so that they could expedite the service in question. The repair was completed May 19, 2017. While it was covered under Ms. B[redacted] Master Protection Agreement (MPA), it would have cost approximately $500.00 without this coverage. Additionally, we provided food loss reimbursement in the amount of $152.00. While Ms. [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food loss. In the interim, since it is our understanding the refrigerator is now working, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My filing of the complaint was merely to have an avenue to express how poor the whole delivery process was. For example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person...
whose schedule the delivery was revolving around. She was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone.
The whole delivery process needs to be revamped in my opinion.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ephraim [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system....
Brian [redacted], Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr. [redacted] and he has confirmed that the repairs to his system have been completed. While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair process. Moving forward, if Mr. [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at [redacted]. At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 3, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Anthony [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that on July 10, 2016, we issued a gift card refund of $473.19 to Mr. [redacted] and sent an email to inform him. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1[redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Carry In Repair Services. [redacted] Sears Carry In Repair...
Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms. [redacted] that the technicians make every effort to call the consumers when possible. The carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warranted. During the call with Ms. [redacted] we also explained that we have to charge for our repairs but we will be deducting $50.00 from her repair charge as a gesture of good faith. The technician went over the previous repairs and concerns with Ms. [redacted] and she was satisfied with all of issues. If I can be of any further assistance to Ms. [redacted] she can reach me directly at [redacted]. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. D[redacted] complaint regarding the installation of his...
water heater. It was our understanding that Kathy L[redacted] from our installation group has been trying to reach Mr. D[redacted]. If Mr. D[redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:First of all, I did not order the frid** at a Sears' outlet. If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet. There, a mistake in the Sears' part already.(1) I ordered a new frid** from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid** with **, and was told that the same frid** has two different installation records: one in Apr 2015 and one in Dec 2015. The installation record in Dec 2015 was made by me when I bought the frid** in Nov 2015.Important: This is already a proof that the frid** has been sold to somebody else before me. Remember: I ordered a new frid** through Sears.com and I ordered it in Nov 2015.(4) A ** technician told me that the frid** was made in Apr 2015. A product is usually sold around the time after it is manufactured. This along with the first installation record registered by someone else back in Apr 2015 before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) ** sent me a letter saying that the warranty on the frid** expired in Apr 2016. But I only took delivery of it in Dec 2015. ** did say that they honor a full year of warranty. But the point is not the warranty. The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid** too. One is there was some glue or filler or something oozing out of one of the legs of the frid**. The other issue was an intermittent one that it has some water drops around the frame of the freezer. I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts. And based on them, it is easily concluded that it is a used frid**. But remember: I purchased a new frid** from Sears.com. And therefore, I made a reasonable request for an exchan** with a new frid** or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: ** has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com. Two installation records - one in Apr 2015 and one in Dec 2015 - mean there are two different owners. Remember: I ordered the frid** in Nov 2015.
Sincerely,
[redacted]
October 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Kimberly C[redacted]
Dear [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding the problem she encountered when she requested to...
warranty exchange the battery charger of her weed wacker.
As clarification, the Craftsman warranty for the weed wacker model that Ms. C[redacted] listed on her complaint has a 2 year warranty on the unit itself and a 1 year warranty on the battery. The warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of charge. For warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchased. In Ms. C[redacted] case, the battery charger to her weed wacker failed after our 30 return period, and the unit is covered by the manufacturer’s warranty. We apologize if Ms. C[redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange.
We contacted Ms. C[redacted] and she confirmed that the issue has been resolved. She stated that she contacted one of the store managers and was assisted. Ms. C[redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty item. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. C[redacted] expectations. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: # 94560821 - Sally [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted] complaint regarding the repair of her dehumidifier.
We...
apologize for the delay in responding to this complaint. We forwarded this matter to the Service Unit Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted]
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted]4 direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Colin B [redacted] Dear Ms. [redacted]: We have not fully completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Ikea Carter, Sears Garage...
Solutions, Quality Control Manager provided the following response: I have been in contact with Mr. [redacted] regarding his concerns. Currently Mr. [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next 2 weeks. I can be reached via email at Ikea.[redacted]@searsservices.com or by calling [redacted]. We will provide an additional update once we have received the documentation from Mr. [redacted]. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnetta [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request...
for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 1835 E. Hallandale Beach BLVD Ste. 264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-8040. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted]’s order, we found that she made an effort to have the seller resolve the issue. Since the seller did not agree to send a pre-paid return label, we have submitted a refund request. If the product has not been shipped back, then Ms. [redacted] may either keep or dispose of the item to her discretion. A full refund will be issued back to the same form of payment within 7 to 10 business days. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and her request...
for a refund of one cent plus all of the items selected to be shipped to her at no charge. It is unfortunate if Ms. [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agent. In the future we recommend that Ms. [redacted] reset her password online and click on the link that is provided via email. If Ms. [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistance. Finally, we would like to clarify the layaway program that she began online. Ms. [redacted] only gave $0.01 (one penny) deposit and made no payments. According to the agreement that Ms. [redacted] signed, the layaway is subject to a $15.00 cancellation fee and a charge of the non-refundable $5.00 initiation fee. As such, Ms. [redacted] is not entitled to a refund since no payments were ever made. If Ms. [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation Fees. Additionally, Ms. [redacted] has a 14 day grace period after her payment due date before her contract is cancelled and items are returned to stock. Finally, layaway merchandise will be returned to stock 7 days after a missed payment. Unfortunately, we will not be able to honor her request to ship the merchandise she selected, free of charge. In the interim, since a refund is not due to Ms. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation