Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this matter is still pending resolution from Sears. The fact that they have transferred the complaint to their claims company is not satisfactory to me. Their resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself.
Sincerely,
[redacted]
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.
June 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding a recent order. We would first note that Ms. [redacted] order was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this sectional, it seems the wrong item and price was listed inadvertently. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. We would it assume it was an error and do not find that it is currently listed for that amount. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, any disputes Ms. [redacted] may have with her order would need to be addressed with the seller, [redacted] In the interest of consumer satisfaction, a full credit was issued to Ms. [redacted] account on June 2, 2016 with the understanding that she would return the old item. However, now that Ms. [redacted] account has been refunded, she is refusing to return the item until she gets the vacuum cleaner she wanted. The seller is not obligated to grant her request according to our disclaimer, which was listed above. If Ms. [redacted] does not use the return label she was sent to ship the item back within 10 business days, we may be forced to reverse the credit she was issued since she cannot keep an item that she has not paid for. Ms. [redacted] may contact [redacted] at [redacted] or via email at [redacted] during normal business hours if she has any further questions. As this decision is in accordance to our posted terms and conditions, 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]
Contact Name and Title: [redacted]
Contact Email: [redacted]
May 7, 2015
[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 an alleged rude technician as well as service on her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to the service manager who. Because of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms. [redacted] that this will be addressed in an appropriate manner with the responsible parties. In the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warranty. The local service unit will be contacting Ms. [redacted] regarding the replacement procedure. That being said, because we are in the process of replacing Ms. [redacted] refrigerator, we respectfully request this complaint be closed.
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,
[redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: [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.
Sincerely,
David L[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.
Sincerely,
Deb [redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Margo E. S[redacted] Dear [redacted] We have...
completed our investigation of Ms. S[redacted] complaint regarding her TV. Ms. S[redacted] was contacted and an offer was made to send her a check for the value of comparable replacement, which she accepted. Since this fulfills our obligation under the terms of her contract, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
We now have a Brand-New refrigerator and for now are extremely satisfied.
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased...
[redacted] treadmill and his request for a refund on the delivery fee due to the issues. As for clarification the service and warranty is held by [redacted] through [redacted]. Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted], to assist with his complaint. [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $169.00 to [redacted] He should receive the reimbursement from [redacted] within 10 – 15 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [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]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
recent store visit. [redacted], Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable. Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [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
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
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.
February 26, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Hans B[redacted] Dear Ms. [redacted]...
We have completed the investigation of Mr. B[redacted] complaint regarding his recent store visit. It was our understanding that Store Manager Eddie G[redacted] has spoken with Mr. B[redacted] in regard to this issue. It seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman Guarantee. Eddie has informed Mr. B[redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be averted. If Mr. B[redacted] should have any further concerns, he may contact Eddie during normal business hours at [redacted]. We apologize to Mr. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[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
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.
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,
Thomas [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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by Sears' response, the investigation is ongoing. Sears left me a voicemail on 12/15/16 and stated that a technician would be at my home the following morning between 8am and 12pm. Because I was not consulted regarding my schedule, I was not available to meet the technician the following morning. I spoke with the technician and rescheduled for 12/30/16. This was the next date when both Sears and I are available. Depending on the actions taken by the technician on 12/30, my complaint may or may not be resolved.
Sincerely,
Peter [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this matter is still pending resolution from Sears. The fact that they have transferred the complaint to their claims company is not satisfactory to me. Their resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself.
Sincerely,
[redacted]
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.
June 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding a recent order. We would first note that Ms. [redacted] order was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this sectional, it seems the wrong item and price was listed inadvertently. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. We would it assume it was an error and do not find that it is currently listed for that amount. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, any disputes Ms. [redacted] may have with her order would need to be addressed with the seller, [redacted] In the interest of consumer satisfaction, a full credit was issued to Ms. [redacted] account on June 2, 2016 with the understanding that she would return the old item. However, now that Ms. [redacted] account has been refunded, she is refusing to return the item until she gets the vacuum cleaner she wanted. The seller is not obligated to grant her request according to our disclaimer, which was listed above. If Ms. [redacted] does not use the return label she was sent to ship the item back within 10 business days, we may be forced to reverse the credit she was issued since she cannot keep an item that she has not paid for. Ms. [redacted] may contact [redacted] at [redacted] or via email at [redacted] during normal business hours if she has any further questions. As this decision is in accordance to our posted terms and conditions, 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]
Contact Name and Title: [redacted]
Contact Email: [redacted]
May 7, 2015
[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 an alleged rude technician as well as service on her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to the service manager who. Because of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms. [redacted] that this will be addressed in an appropriate manner with the responsible parties. In the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warranty. The local service unit will be contacting Ms. [redacted] regarding the replacement procedure. That being said, because we are in the process of replacing Ms. [redacted] refrigerator, we respectfully request this complaint be closed.
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,
[redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: [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.
Sincerely,
David L[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.
Sincerely,
Deb [redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Margo E. S[redacted] Dear [redacted] We have...
completed our investigation of Ms. S[redacted] complaint regarding her TV. Ms. S[redacted] was contacted and an offer was made to send her a check for the value of comparable replacement, which she accepted. Since this fulfills our obligation under the terms of her contract, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
We now have a Brand-New refrigerator and for now are extremely satisfied.
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased...
[redacted] treadmill and his request for a refund on the delivery fee due to the issues. As for clarification the service and warranty is held by [redacted] through [redacted]. Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted], to assist with his complaint. [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $169.00 to [redacted] He should receive the reimbursement from [redacted] within 10 – 15 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [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]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
recent store visit. [redacted], Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable. Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [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
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
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.
February 26, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Hans B[redacted] Dear Ms. [redacted]...
We have completed the investigation of Mr. B[redacted] complaint regarding his recent store visit. It was our understanding that Store Manager Eddie G[redacted] has spoken with Mr. B[redacted] in regard to this issue. It seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman Guarantee. Eddie has informed Mr. B[redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be averted. If Mr. B[redacted] should have any further concerns, he may contact Eddie during normal business hours at [redacted]. We apologize to Mr. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[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
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.
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,
Thomas [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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by Sears' response, the investigation is ongoing. Sears left me a voicemail on 12/15/16 and stated that a technician would be at my home the following morning between 8am and 12pm. Because I was not consulted regarding my schedule, I was not available to meet the technician the following morning. I spoke with the technician and rescheduled for 12/30/16. This was the next date when both Sears and I are available. Depending on the actions taken by the technician on 12/30, my complaint may or may not be resolved.
Sincerely,
Peter [redacted]