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, however I do find the timeliness and escalations required to receive the refund worrisome. Had my existing fridge been out and I counting on the new one to arrive, not only did they fail to deliver what I ordered (they cancelled it on their end), they didn't notify me of this cancellation until I reached out to them. Additionally, had I not had the funds to purchase another fridge (do note I did purchase through your store in Grapevine), I would have been without this critical appliance for 3 weeks waiting on this refund that should've taken days. This is the outcome I was looking for, but don't think these steps should've been required.
Sincerely,
[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.
I do not feel that a 20% offer justify the cost of the mower. I do not wish to purchase another mower from Sears. I now have a mower that does not work,There is nothing else to do. I will 'never' recommend this product ([redacted] riding mower) for purchase from Sears!!!!
Sincerely,
Josie J[redacted]
April 11, 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 a recent order. As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattress. The page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications. As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattress. As a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declined. Should [redacted] decide to reconsider, I may be reached during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be 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 [redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for tires purchased from sears.com. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] to inform her that we issued a refund by check on May 17, 2016, but placed a stop payment on the check and re-issued the refund of $197.67 to her [redacted] account on May 18, 2016, instead. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the 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 [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 7, 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 refrigerator and his request to have...
the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Mr. [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigerator. Our records show that Mr. [redacted] purchased the Master Protection Agreement (MPA) on January 14, 2014. Within the last year, Mr. [redacted] has had one service call completed. On July 5, 2016, under service order [redacted], a new control board, tubing and thermistor were installed. While we understand that Mr. [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr. [redacted] refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is currently not an option for Mr. [redacted], and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted]
August 4, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Vicky S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, 2017. The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issued. Ms. Brummit can expect to receive the refund check in the mail within 7 to 10 business days or no later than end of business day August 4, 2017. For Ms. [redacted] records the return receipt number is 093004512206. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Maria [redacted] Sears...
Home Services Customer Advocate provided the following response:On January 18, 2017, I contacted Ms. [redacted] to check on the refrigerator that we repaired on Tuesday the 17th. Ms. [redacted] informed me that the refrigerator was working well and that she was waiting for the unit to reach the proper temperature so she can load it. If Ms. [redacted] has any questions, I invite her contact me at 407-677-3737. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Kelvonia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the patio set that was not available once she paid...
it off via a layaway.
Our records indicate that Ms. [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was made. The store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms. [redacted] via phone and email. That was the beginning of August and there were no further updates so it appears the store was able to assist Ms. [redacted]. If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana[redacted]@searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms. [redacted] to pick it up, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana[redacted]@searshc.com
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Mr. [redacted] was authorized $500.00 towards a replacement under his Service Smart Agreement (SSA) on January 30, 2017, but he declined and proceeded with another repair. Unfortunately, that repair did not bring the long-term results we had hoped for. Mr. [redacted] spoke with [redacted] on February 22, 2017, and he accepted the previously authorized replacement credit. Mr. [redacted] can go to his local Sears today to apply the aforementioned credit towards a new dryer. With that said, since we are providing Mr. [redacted] with a resolution that is commensurate to the terms of his SSA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Bernard [redacted]
October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint in the delay in service for his washer.
[redacted] complains that the...
wrong part was ordered to fix his washer so when the service technician came for the appointment he found that the part ordered was not needed for their repair. It is important to note that under the Master Protection Agreement one of the benefits is a service prequalifying step to trouble shoot and order parts that may be needed to repair the washer. The parts ordered are based on the service complaint and information provided by the customer. Based on our records and the issue [redacted] was experiencing an Actuator was ordered. When our service technician arrived he found that the Actuator was able to move and did not need replacing but that the gear case was needed. This is not a part we would have been able pinpoint over the phone.
We contacted the [redacted] after service was completed and [redacted] confirmed the washer was working. We then started to discuss the laundry reimbursement and [redacted] stated she did not want anything from Sears and hung up the phone. We will be happy to process laundry reimbursement for the 17 days they were without the washer under the terms and conditions of the Master Protection agreement which offers laundry reimbursement of $25.00 for every seven days without the use of the washer. If the [redacted] would like to take advantage of this offer they need only contact me directly at [redacted]. Since the washer has been repaired we have closed our case pending their response.
We apologize to [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]
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.
However, please note that after a week the washer is still making the grinding noises and we will be contacting Sears for additional repairs.
Sincerely,
Dawn [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969265, and find that this resolution is satisfactory to me.
Sincerely,
Julie [redacted]
July 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Tracy [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service and...
non-receipt of his sears.com order.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a full refund was issued to Mr. [redacted]'s Visa account ending in 4607 on July 13, 2015. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted]
September 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Margaret J. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted] complaint regarding the description of an item she wished to purchase. We would first like to note that we received this same complaint from the Department of Justice and this response has been forwarded to them as well. As clarification, the description for the item in question on our site, model 95-247/24, states: “24k yellow finish” and then in the specifications, it says “gold plated.” We feel this clearly indicates that it is not solid gold. As such, we will not be able to grant Ms. [redacted] request and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
October 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11746947 – Tracy [redacted] Dear Ms. [redacted]: We have completed our review of Ms. [redacted]’s rebuttal complaint to the previous response provided regarding her refund. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she remains dissatisfied with the form of refund she received, we are unable to grant her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize if she feels we failed her expectations, but we feel that the full refund that was provided to her is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
After submitting my case # [redacted] I returned to the store where the purchase was made. I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues. He pointed out an...
installation issue that was causing the vibration in my washing machine once corrected the machine works without issue. He was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue. I am still disappointed in sears central customer service. They kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing. Please close case [redacted] Best, Paul G[redacted]
Sincerely,
[redacted]
September 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94565217 - Vincent [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator and his request for an exchange.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
We can also understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and he was offered a replacement for the refrigerator. Our records indicate that Mr. [redacted] has been provided the authorization information for the replacement. Mr. [redacted] also confirmed that he received the $250 food loss reimbursement and $50 reimbursement for the ice he purchased. With that being said, since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diana [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint damage to her floor and proof of purchase for a refrigerator they note...
was purchased from Sears. We feel it is first important to note that Sears does not have the proof of purchase information for the GE refrigerator noted in Ms. [redacted]’s complaint. Our information is the same as Ed [redacted], Claims Examiner from Sedgwick, Sears’ third party claims administrator has. Regarding the Sedgwick damage claim, Ms. [redacted] is aware that on August 12, 2016, Sears referred her damage claim to Sedgwick, for review. Once it was called in to Sedgwick, the claim was given a claim number of #[redacted]. Ed [redacted] is handling this complaint for Sedgwick and his contact number is 847-645-0677. For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actions. Their decision is immutable. If Ms. [redacted] has any further questions in regards to her claim, she would need to contact her case worker at Sedgwick. It is important to note that Sears has records indicating that the refrigerator in question was purchased from Sears on July 1, 2009. The sale occurred more than 7 years ago and we do not have the sales check information from the purchase. Mr. [redacted] has informed Ms. [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in question. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
August 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. H[redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears and 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 sent an email correspondence to (DCC) Sears’ Detail Control Center. DCC processed a refund accordingly on August 7, 2017. For Ms. H[redacted] records the refund receipt number is [redacted] The credit will post to Ms. H[redacted]Card account within 3 to 5 business days. Additionally, we hope that in the future Ms. H[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, we have noted Ms. H[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, however I do find the timeliness and escalations required to receive the refund worrisome. Had my existing fridge been out and I counting on the new one to arrive, not only did they fail to deliver what I ordered (they cancelled it on their end), they didn't notify me of this cancellation until I reached out to them. Additionally, had I not had the funds to purchase another fridge (do note I did purchase through your store in Grapevine), I would have been without this critical appliance for 3 weeks waiting on this refund that should've taken days. This is the outcome I was looking for, but don't think these steps should've been required.
Sincerely,
[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.
I do not feel that a 20% offer justify the cost of the mower. I do not wish to purchase another mower from Sears. I now have a mower that does not work,There is nothing else to do. I will 'never' recommend this product ([redacted] riding mower) for purchase from Sears!!!!
Sincerely,
Josie J[redacted]
April 11, 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 a recent order. As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattress. The page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications. As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattress. As a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declined. Should [redacted] decide to reconsider, I may be reached during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be 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 [redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for tires purchased from sears.com. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] to inform her that we issued a refund by check on May 17, 2016, but placed a stop payment on the check and re-issued the refund of $197.67 to her [redacted] account on May 18, 2016, instead. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the 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 [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 7, 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 refrigerator and his request to have...
the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Mr. [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigerator. Our records show that Mr. [redacted] purchased the Master Protection Agreement (MPA) on January 14, 2014. Within the last year, Mr. [redacted] has had one service call completed. On July 5, 2016, under service order [redacted], a new control board, tubing and thermistor were installed. While we understand that Mr. [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr. [redacted] refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is currently not an option for Mr. [redacted], and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted]
August 4, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Vicky S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, 2017. The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issued. Ms. Brummit can expect to receive the refund check in the mail within 7 to 10 business days or no later than end of business day August 4, 2017. For Ms. [redacted] records the return receipt number is 093004512206. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Maria [redacted] Sears...
Home Services Customer Advocate provided the following response:On January 18, 2017, I contacted Ms. [redacted] to check on the refrigerator that we repaired on Tuesday the 17th. Ms. [redacted] informed me that the refrigerator was working well and that she was waiting for the unit to reach the proper temperature so she can load it. If Ms. [redacted] has any questions, I invite her contact me at 407-677-3737. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Kelvonia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the patio set that was not available once she paid...
it off via a layaway.
Our records indicate that Ms. [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was made. The store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms. [redacted] via phone and email. That was the beginning of August and there were no further updates so it appears the store was able to assist Ms. [redacted]. If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana[redacted]@searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms. [redacted] to pick it up, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana[redacted]@searshc.com
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Mr. [redacted] was authorized $500.00 towards a replacement under his Service Smart Agreement (SSA) on January 30, 2017, but he declined and proceeded with another repair. Unfortunately, that repair did not bring the long-term results we had hoped for. Mr. [redacted] spoke with [redacted] on February 22, 2017, and he accepted the previously authorized replacement credit. Mr. [redacted] can go to his local Sears today to apply the aforementioned credit towards a new dryer. With that said, since we are providing Mr. [redacted] with a resolution that is commensurate to the terms of his SSA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Bernard [redacted]
October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint in the delay in service for his washer.
[redacted] complains that the...
wrong part was ordered to fix his washer so when the service technician came for the appointment he found that the part ordered was not needed for their repair. It is important to note that under the Master Protection Agreement one of the benefits is a service prequalifying step to trouble shoot and order parts that may be needed to repair the washer. The parts ordered are based on the service complaint and information provided by the customer. Based on our records and the issue [redacted] was experiencing an Actuator was ordered. When our service technician arrived he found that the Actuator was able to move and did not need replacing but that the gear case was needed. This is not a part we would have been able pinpoint over the phone.
We contacted the [redacted] after service was completed and [redacted] confirmed the washer was working. We then started to discuss the laundry reimbursement and [redacted] stated she did not want anything from Sears and hung up the phone. We will be happy to process laundry reimbursement for the 17 days they were without the washer under the terms and conditions of the Master Protection agreement which offers laundry reimbursement of $25.00 for every seven days without the use of the washer. If the [redacted] would like to take advantage of this offer they need only contact me directly at [redacted]. Since the washer has been repaired we have closed our case pending their response.
We apologize to [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]
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.
However, please note that after a week the washer is still making the grinding noises and we will be contacting Sears for additional repairs.
Sincerely,
Dawn [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969265, and find that this resolution is satisfactory to me.
Sincerely,
Julie [redacted]
July 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Tracy [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service and...
non-receipt of his sears.com order.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a full refund was issued to Mr. [redacted]'s Visa account ending in 4607 on July 13, 2015. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted]
September 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Margaret J. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted] complaint regarding the description of an item she wished to purchase. We would first like to note that we received this same complaint from the Department of Justice and this response has been forwarded to them as well. As clarification, the description for the item in question on our site, model 95-247/24, states: “24k yellow finish” and then in the specifications, it says “gold plated.” We feel this clearly indicates that it is not solid gold. As such, we will not be able to grant Ms. [redacted] request and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
October 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11746947 – Tracy [redacted] Dear Ms. [redacted]: We have completed our review of Ms. [redacted]’s rebuttal complaint to the previous response provided regarding her refund. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she remains dissatisfied with the form of refund she received, we are unable to grant her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize if she feels we failed her expectations, but we feel that the full refund that was provided to her is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
After submitting my case # [redacted] I returned to the store where the purchase was made. I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues. He pointed out an...
installation issue that was causing the vibration in my washing machine once corrected the machine works without issue. He was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue. I am still disappointed in sears central customer service. They kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing. Please close case [redacted] Best, Paul G[redacted]
Sincerely,
[redacted]
September 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94565217 - Vincent [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator and his request for an exchange.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
We can also understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and he was offered a replacement for the refrigerator. Our records indicate that Mr. [redacted] has been provided the authorization information for the replacement. Mr. [redacted] also confirmed that he received the $250 food loss reimbursement and $50 reimbursement for the ice he purchased. With that being said, since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diana [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint damage to her floor and proof of purchase for a refrigerator they note...
was purchased from Sears. We feel it is first important to note that Sears does not have the proof of purchase information for the GE refrigerator noted in Ms. [redacted]’s complaint. Our information is the same as Ed [redacted], Claims Examiner from Sedgwick, Sears’ third party claims administrator has. Regarding the Sedgwick damage claim, Ms. [redacted] is aware that on August 12, 2016, Sears referred her damage claim to Sedgwick, for review. Once it was called in to Sedgwick, the claim was given a claim number of #[redacted]. Ed [redacted] is handling this complaint for Sedgwick and his contact number is 847-645-0677. For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actions. Their decision is immutable. If Ms. [redacted] has any further questions in regards to her claim, she would need to contact her case worker at Sedgwick. It is important to note that Sears has records indicating that the refrigerator in question was purchased from Sears on July 1, 2009. The sale occurred more than 7 years ago and we do not have the sales check information from the purchase. Mr. [redacted] has informed Ms. [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in question. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
August 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. H[redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears and 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 sent an email correspondence to (DCC) Sears’ Detail Control Center. DCC processed a refund accordingly on August 7, 2017. For Ms. H[redacted] records the refund receipt number is [redacted] The credit will post to Ms. H[redacted]Card account within 3 to 5 business days. Additionally, we hope that in the future Ms. H[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, we have noted Ms. H[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation