Initial Business Response /* (1000, 5, 2015/08/10) */
August 9, 2015
[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]'s complaint regarding the...
control panel for his grill.
On July 30, 2015, a control panel was sent to Mr. [redacted] free of charge. The estimated arrival date is August 11, 2015. 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
(XXX) XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received replacement control panel.
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Thomas [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction that his...
refrigerator has had multiple repairs.
We have received Mr. [redacted]’s complaint and apologize that his refrigerator has had numerous repairs without fixing it to working order. We would like to note that Mr. [redacted]’s refrigerator initial repair was done on 6/20/16 where he paid $270.08. Our technicians attempted to repair the refrigerator twice more but were unable to do so. Unfortunately, Mr. [redacted]’s refrigerator is not covered under any type of warranty or extended protection agreement and therefore replacement is not an option. Because we value Mr. [redacted]’s patronage, we have refunded him in the amount of $270.08 which will be received in 7-10 business days. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
Again, 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.
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] dissatisfaction with the availability of service for his refrigerator. ...
First, we would like to apologize to [redacted] for failing his expectations when he recently contacted Sears Home Services to repair his refrigerator. Furthermore, we understand how frustrating it can be when service is not readily available. Our appointments are scheduled on a first come, first served basis. Unfortunately, when [redacted] called to schedule an appointment, the soonest available date was two weeks out. Fortunately, the service unit was able to work with our Routing Department and move the appointment up to March 16, 2016. Our records show that the technician defrosted the coils that were frozen over and replaced a defrost control; completing the repair. In closing, we have documented that our scheduling process did not meet [redacted] expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. With that said, since we have forwarded [redacted] valuable feedback to the appropriate parties and completed the repair to his refrigerator, we ask to have this matter closed. Again, we apologize to [redacted] for this issue and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Please note that they never even call me regarding the refrigerator and also my fridge is making noise now so I will be calling again to get that fix..
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 his recent online order...
experience and request to return the merchandise for a full refund. It is unfortunate that we failed Mr. [redacted] expectations when a Sears Online agent placed an order for him. -. We can assure Mr. [redacted] 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 the order, we have made the decision to issue an electronic return label via email to Mr. [redacted] so that he can return the filters. Once the merchandise is received back at the warehouse, Sears will issue a full refund. Mr. [redacted] may contact [redacted] to ensure that a refund is processed. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type 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, pending his return. 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. Our records show that Ms. W[redacted]...
refrigerator was replaced under the MPA with delivery on 7/31/2017. At this time, since it was our understanding that this resolution met with Ms. W[redacted] approval, we have closed our file. We apologize to Ms. W[redacted] on behalf of Sears Holdings Corporation and 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 [redacted]searshc.com
Complaint: [redacted]
I am rejecting this response because: Finally, after 5 months I think we can end this. The final touch was on Monday around 4:30 pm. At this point I don't think there is anything else to do. I was very disappointed that Sears didn't offer me some simple compensation for my inconveniences, time and aggravation with calling people over and over again for 5 months.The representative that sold me the job wrote on her envelope that 30 days past completion of the job they would send me a Sears Gift Card in the amount of $53.00. I mentioned this to Ms. [redacted] and she said she didn't know anything about this. So, here we go again.As far as the $53 Gift Card, that was promised the day of the contract which I believe was 5/23/16. This is nothing extra - this was promised. I just thought something maybe a little larger would at least make it worth my wild since this was a nightmare from hell. If they would have did it correctly the first time, I wouldn't have even called the Revdex.com. I really think they need to check out their sub-contractors before sending them on a job. Finally, the last gentleman knew exactly what he was doing. He had to rip everything out and start over.
Sincerely,
Kimberly [redacted]
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Marsha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with the multiple repair attempts on her washer and her request for a refund.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently scheduled a washer repair. We value Ms. [redacted]' patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced.
On July 7, 2015 we contacted Ms. [redacted] to discuss her concerns and reviewed the service history. We then reached out to Rich[redacted], Tech Manager for unit 8180, to assist with Ms. [redacted] concerns. For customer satisfaction, Mr.[redacted] offered to issue Ms. [redacted] a refund of $374.84. The request to submit the credit was issued on July 14, 2015 and the credit was processed on July 21, 2015 to Ms. [redacted]' credit card. In the interim, since we did provide Ms. [redacted] with her desired resolution, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The credit I requested was received on 7/23/15. It's a real shame that I had to go to such lengths in filing this complaint and spend so much of my time to obtain resolution of this complaint.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 1. I had a replacement card. I was told that it had to be the SAME card or they would not be able to issue the return. We you receive a replacement card the number and expiration date will not match the original card and therefore will not be able to bring up a previous purchase as the purchase is link to the original card.2. At the time of I was purchasing the Christmas sweaters I brought it to the cashiers attention that KMART website list a different price for the sweaters. I even went to show here the online price, which was still up on my phone. They would not honor the price or your website: www.kmart.com. I was NOT asking to return the sweater, I asked for the difference of what was listed on the Kmart website and what I was charged.
December 22, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stella [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving a full refund for the return of the refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. We reached out to the store manager for assistance with the refund amount that issued for the return. It was discovered that the return was not properly processed and the system automatically deducted a restocking fee of $52.52 from the refund. It was also determined that Ms. [redacted] was not refund the $69.99 delivery fee or the $10 weekend fee; total remaining refund due is $132.50 plus tax. On November 27, 2017 we issued Ms. [redacted] the remaining refund of $143.43. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Deb [redacted]
June 28, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return a window AC unit without proof of purchase.
Our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions….
REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”.
Upon receipt of Mr. [redacted] complaint we researched extensively for the purchase of the window unit under the phone number; name and address; and email address that he provided on the complaint. As clarification, our system requires customer information at the time of sale for large item purchases that are considered serviceable such as a window AC unit, dishwasher, refrigerator, etc... Since Mr. [redacted] mentioned the he purchased a protection plan (agreement) for the window unit, his address would need to be entered as well. However, we were unable to locate an account with his information or the purchase of a window unit listed under the information he provided.
We spoke with Mr. [redacted] and requested additional addresses or phone numbers that the purchase might be listed under. He provided his wife’s name, [redacted] another address and 2 additional phone numbers. We researched again, and informed him that our records do not indicate a purchase of a window AC unit. We offered to research under a credit card number, but Mr. [redacted] stated that he paid with cash. We informed him that we could not accept a return without a receipt. Mr. [redacted] stated that he throws away his receipts for large item purchases because he expects them to last for years. We informed to Mr. [redacted] that if produces the receipt (proof of purchase) within 30 days from the purchase date, then we would honor his request for a return and refund; if he produces the receipt after the 30 day period and while the unit is still within the manufacturer’s warranty, then we would exchange it only . Mr. [redacted] stated that he did not want to exchange it because he alleges it has a safety issue and that we are required to return it. Mr. [redacted] stated that he installed the window unit himself and he noticed it had a burnt smell, shook his house and then fell out of the window. We reminded Mr. [redacted] that in order to assist, he would need to provide us with proof of purchase. At this point, Mr. [redacted] stated that he was not provided a receipt.
As far as Mr. [redacted] request to return or exchange the window unit, we did not find that this was warranted particularly since he is unable to provide a receipt for proof of purchase from Sears or provide the correct information to locate the purchase. As this decision is commensurate to the circumstances, we have closed our file.
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 am not causing this machine to flood. No one has been able to explain to me why the flooding happens intermittently. I do three steps: load the washer, put the prepackaged soap in the machine, and hit the start button. If I'm following the same steps every time why doesn't it flood all the time. Why is it just once in a while? It is so insulting to be blamed for something that isn't my fault. What more can I do? What step do I need to leave out. This machine is a lemon period!The problem with the machine started within the warranty period and wasn't repaired during the warranty period. They haven't done me any favors sending out technicians at no charge. In fact, Sears asked me to allow the 4th technician to come out because he was one of their best.I have never dealt with a company that has such poor customer service. No one returns calls and all they do is blame me, the customer. I've been inconvenienced for four months. I've cleaned up countless floods and lost four days of work waiting for a technician.I will never by another product from Sears and will do my best to warn the public to stay away from them too. It has been an extremely stressful situation.
Sincerely,
Jean G[redacted]
February 3, 2017 [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 recent online order...
experience. It is unfortunate that we failed Ms[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed from Sears Online on February 3, 2017, that the charge back of $371.46 was accepted and no further refund is due. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we have addressed this matter, 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
October 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kelly B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction with the...
performance of her dryer after multiple service visits. It is unfortunate that we failed Ms. B[redacted] expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. B[redacted] that her concerns have been forwarded to management for review. As a result of this action, we revealed that our technician confirmed that Ms. B[redacted] dryer was operating to the manufacturer’s specifications and her dissatisfaction with its performance was due to being moved to a location with a much longer vent system. It may also be important to note that although Ms. B[redacted] claims her dryer has not worked since purchase, our records show that she did not request service until nearly 9 months after purchase. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. B[redacted] will allow us an opportunity to provide her 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 Ms. B[redacted] comments and provided services appropriate to the terms of the product warranty. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mrs. Vicki [redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online order...
experience and request for a full refund. It is unfortunate that we failed Mrs. [redacted] expectations when she attempted to have this matter resolved. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that the product had been returned to the local store. As such, it is the store that would then need to issue the refund. Accordingly, on November 7, 2016, the local store was able to process the refund of $241.82 and the haul away fee was refunded on November 15, 2016. Additionally, we hope that in the future Mrs. Graff will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Joe H[redacted]
July 29, 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 the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the dresses online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] received the dresses on June 22, 2016, and then attempted to return them on July 24, 216, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. On July 27, 2016 we contacted Ms. [redacted] and informed her that her request to return the dresses was denied. She mentioned that she wanted to exchange the dresses as she had done before even after 30 days, but the request was denied as well. For customer satisfaction and one-time courtesy, we offered Ms. [redacted] $35 worth of Shop Your Way Reward (SYWR) points to her account. She accepted the offer and the points were added on July 28, 2016. With that being said, since we have issued Ms. [redacted] a resolution that met with her approval, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me currently.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/10) */
August 9, 2015
[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]'s complaint regarding the...
control panel for his grill.
On July 30, 2015, a control panel was sent to Mr. [redacted] free of charge. The estimated arrival date is August 11, 2015. 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
(XXX) XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received replacement control panel.
July 27, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Thomas [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction that his...
refrigerator has had multiple repairs.
We have received Mr. [redacted]’s complaint and apologize that his refrigerator has had numerous repairs without fixing it to working order. We would like to note that Mr. [redacted]’s refrigerator initial repair was done on 6/20/16 where he paid $270.08. Our technicians attempted to repair the refrigerator twice more but were unable to do so. Unfortunately, Mr. [redacted]’s refrigerator is not covered under any type of warranty or extended protection agreement and therefore replacement is not an option. Because we value Mr. [redacted]’s patronage, we have refunded him in the amount of $270.08 which will be received in 7-10 business days. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
Again, 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,
Erica [redacted]
Regulatory Complaints Specialist
###-###-####
Erica.[redacted]@searshc.com
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] dissatisfaction with the availability of service for his refrigerator. ...
First, we would like to apologize to [redacted] for failing his expectations when he recently contacted Sears Home Services to repair his refrigerator. Furthermore, we understand how frustrating it can be when service is not readily available. Our appointments are scheduled on a first come, first served basis. Unfortunately, when [redacted] called to schedule an appointment, the soonest available date was two weeks out. Fortunately, the service unit was able to work with our Routing Department and move the appointment up to March 16, 2016. Our records show that the technician defrosted the coils that were frozen over and replaced a defrost control; completing the repair. In closing, we have documented that our scheduling process did not meet [redacted] expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. With that said, since we have forwarded [redacted] valuable feedback to the appropriate parties and completed the repair to his refrigerator, we ask to have this matter closed. Again, we apologize to [redacted] for this issue and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Please note that they never even call me regarding the refrigerator and also my fridge is making noise now so I will be calling again to get that fix..
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 his recent online order...
experience and request to return the merchandise for a full refund. It is unfortunate that we failed Mr. [redacted] expectations when a Sears Online agent placed an order for him. -. We can assure Mr. [redacted] 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 the order, we have made the decision to issue an electronic return label via email to Mr. [redacted] so that he can return the filters. Once the merchandise is received back at the warehouse, Sears will issue a full refund. Mr. [redacted] may contact [redacted] to ensure that a refund is processed. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type 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, pending his return. 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. Our records show that Ms. W[redacted]...
refrigerator was replaced under the MPA with delivery on 7/31/2017. At this time, since it was our understanding that this resolution met with Ms. W[redacted] approval, we have closed our file. We apologize to Ms. W[redacted] on behalf of Sears Holdings Corporation and 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 [redacted]searshc.com
Complaint: [redacted]
I am rejecting this response because: Finally, after 5 months I think we can end this. The final touch was on Monday around 4:30 pm. At this point I don't think there is anything else to do. I was very disappointed that Sears didn't offer me some simple compensation for my inconveniences, time and aggravation with calling people over and over again for 5 months.The representative that sold me the job wrote on her envelope that 30 days past completion of the job they would send me a Sears Gift Card in the amount of $53.00. I mentioned this to Ms. [redacted] and she said she didn't know anything about this. So, here we go again.As far as the $53 Gift Card, that was promised the day of the contract which I believe was 5/23/16. This is nothing extra - this was promised. I just thought something maybe a little larger would at least make it worth my wild since this was a nightmare from hell. If they would have did it correctly the first time, I wouldn't have even called the Revdex.com. I really think they need to check out their sub-contractors before sending them on a job. Finally, the last gentleman knew exactly what he was doing. He had to rip everything out and start over.
Sincerely,
Kimberly [redacted]
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Marsha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with the multiple repair attempts on her washer and her request for a refund.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently scheduled a washer repair. We value Ms. [redacted]' patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced.
On July 7, 2015 we contacted Ms. [redacted] to discuss her concerns and reviewed the service history. We then reached out to Rich[redacted], Tech Manager for unit 8180, to assist with Ms. [redacted] concerns. For customer satisfaction, Mr.[redacted] offered to issue Ms. [redacted] a refund of $374.84. The request to submit the credit was issued on July 14, 2015 and the credit was processed on July 21, 2015 to Ms. [redacted]' credit card. In the interim, since we did provide Ms. [redacted] with her desired resolution, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The credit I requested was received on 7/23/15. It's a real shame that I had to go to such lengths in filing this complaint and spend so much of my time to obtain resolution of this complaint.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 1. I had a replacement card. I was told that it had to be the SAME card or they would not be able to issue the return. We you receive a replacement card the number and expiration date will not match the original card and therefore will not be able to bring up a previous purchase as the purchase is link to the original card.2. At the time of I was purchasing the Christmas sweaters I brought it to the cashiers attention that KMART website list a different price for the sweaters. I even went to show here the online price, which was still up on my phone. They would not honor the price or your website: www.kmart.com. I was NOT asking to return the sweater, I asked for the difference of what was listed on the Kmart website and what I was charged.
December 22, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stella [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving a full refund for the return of the refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. We reached out to the store manager for assistance with the refund amount that issued for the return. It was discovered that the return was not properly processed and the system automatically deducted a restocking fee of $52.52 from the refund. It was also determined that Ms. [redacted] was not refund the $69.99 delivery fee or the $10 weekend fee; total remaining refund due is $132.50 plus tax. On November 27, 2017 we issued Ms. [redacted] the remaining refund of $143.43. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Deb [redacted]
June 28, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return a window AC unit without proof of purchase.
Our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions….
REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”.
Upon receipt of Mr. [redacted] complaint we researched extensively for the purchase of the window unit under the phone number; name and address; and email address that he provided on the complaint. As clarification, our system requires customer information at the time of sale for large item purchases that are considered serviceable such as a window AC unit, dishwasher, refrigerator, etc... Since Mr. [redacted] mentioned the he purchased a protection plan (agreement) for the window unit, his address would need to be entered as well. However, we were unable to locate an account with his information or the purchase of a window unit listed under the information he provided.
We spoke with Mr. [redacted] and requested additional addresses or phone numbers that the purchase might be listed under. He provided his wife’s name, [redacted] another address and 2 additional phone numbers. We researched again, and informed him that our records do not indicate a purchase of a window AC unit. We offered to research under a credit card number, but Mr. [redacted] stated that he paid with cash. We informed him that we could not accept a return without a receipt. Mr. [redacted] stated that he throws away his receipts for large item purchases because he expects them to last for years. We informed to Mr. [redacted] that if produces the receipt (proof of purchase) within 30 days from the purchase date, then we would honor his request for a return and refund; if he produces the receipt after the 30 day period and while the unit is still within the manufacturer’s warranty, then we would exchange it only . Mr. [redacted] stated that he did not want to exchange it because he alleges it has a safety issue and that we are required to return it. Mr. [redacted] stated that he installed the window unit himself and he noticed it had a burnt smell, shook his house and then fell out of the window. We reminded Mr. [redacted] that in order to assist, he would need to provide us with proof of purchase. At this point, Mr. [redacted] stated that he was not provided a receipt.
As far as Mr. [redacted] request to return or exchange the window unit, we did not find that this was warranted particularly since he is unable to provide a receipt for proof of purchase from Sears or provide the correct information to locate the purchase. As this decision is commensurate to the circumstances, we have closed our file.
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 am not causing this machine to flood. No one has been able to explain to me why the flooding happens intermittently. I do three steps: load the washer, put the prepackaged soap in the machine, and hit the start button. If I'm following the same steps every time why doesn't it flood all the time. Why is it just once in a while? It is so insulting to be blamed for something that isn't my fault. What more can I do? What step do I need to leave out. This machine is a lemon period!The problem with the machine started within the warranty period and wasn't repaired during the warranty period. They haven't done me any favors sending out technicians at no charge. In fact, Sears asked me to allow the 4th technician to come out because he was one of their best.I have never dealt with a company that has such poor customer service. No one returns calls and all they do is blame me, the customer. I've been inconvenienced for four months. I've cleaned up countless floods and lost four days of work waiting for a technician.I will never by another product from Sears and will do my best to warn the public to stay away from them too. It has been an extremely stressful situation.
Sincerely,
Jean G[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Yolanda P[redacted]
February 3, 2017 [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 recent online order...
experience. It is unfortunate that we failed Ms[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed from Sears Online on February 3, 2017, that the charge back of $371.46 was accepted and no further refund is due. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we have addressed this matter, 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
October 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kelly B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction with the...
performance of her dryer after multiple service visits. It is unfortunate that we failed Ms. B[redacted] expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. B[redacted] that her concerns have been forwarded to management for review. As a result of this action, we revealed that our technician confirmed that Ms. B[redacted] dryer was operating to the manufacturer’s specifications and her dissatisfaction with its performance was due to being moved to a location with a much longer vent system. It may also be important to note that although Ms. B[redacted] claims her dryer has not worked since purchase, our records show that she did not request service until nearly 9 months after purchase. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. B[redacted] will allow us an opportunity to provide her 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 Ms. B[redacted] comments and provided services appropriate to the terms of the product warranty. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mrs. Vicki [redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online order...
experience and request for a full refund. It is unfortunate that we failed Mrs. [redacted] expectations when she attempted to have this matter resolved. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that the product had been returned to the local store. As such, it is the store that would then need to issue the refund. Accordingly, on November 7, 2016, the local store was able to process the refund of $241.82 and the haul away fee was refunded on November 15, 2016. Additionally, we hope that in the future Mrs. Graff will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Joe H[redacted]
July 29, 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 the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the dresses online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] received the dresses on June 22, 2016, and then attempted to return them on July 24, 216, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. On July 27, 2016 we contacted Ms. [redacted] and informed her that her request to return the dresses was denied. She mentioned that she wanted to exchange the dresses as she had done before even after 30 days, but the request was denied as well. For customer satisfaction and one-time courtesy, we offered Ms. [redacted] $35 worth of Shop Your Way Reward (SYWR) points to her account. She accepted the offer and the points were added on July 28, 2016. With that being said, since we have issued Ms. [redacted] a resolution that met with her approval, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me currently.
Sincerely,
[redacted]