November 16, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stanley N[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. N[redacted] complaint regarding the problem he encountered when he attempted to...
exchange a defective water filter within our 30-day return period.
Firstly, we would like to apologize for any inconvenience that this may have caused Mr. N[redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable item. We assure that any variance from our accepted business practice has been addressed as a coaching opportunity. On November 11, 2017 District Manager John A[redacted] confirmed that Mr. N[redacted] was contacted regarding the water filter. For customer satisfaction, a full refund was issued to Mr. N[redacted] With that being said, since it is our understanding that the refund is a resolution that met with Mr. N[redacted] approval, we have closed our file.
We apologize to Mr. N[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We have selected a replacement dishwasher. It would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues .
December 22, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased mattress set.We would...
first like to apologize that many factors resulted in the day of delivering Ms. [redacted] purchased mattress set. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. [redacted] complaint, we contacted our delivery department to conduct an audit on the order in question. Once completed, we were able to determine that due to the manufacture not being able to fill Ms. [redacted] order, her delivery was rescheduled on several occasions and we apologize for this. Our records also show that unfortunately Ms. [redacted] decided to cancel her entire order. It is our hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possible. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
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]
July 25, 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 cancel his order. It is unfortunate that we failed Mr. [redacted]s expectations when he attempted to resolve the issue with his first order. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelled. Unfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” button. However, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears store. We checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructions. Mr. [redacted] will need to follow the outlined instructions to retrieve his package. 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. Again, Mr. [redacted] will need to make the return for a full refund once he received his order. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Susan [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund on both orders. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After contacting Sears’ Detail Control Center, we were able to confirm the charges for both orders. Therefore, we have processed a full refund of $15.18 for order 988685212 under return receipt number 099119001275. Additionally, a refund of $15.09 for order 989086715 under return receipt number 099119031967. Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both orders. These credits should post to Ms. [redacted]’s account within 3 to 5 business days. In the interim, we have noted Ms. [redacted]’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 26, 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 the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance..
We have Mr. [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with water. Mr. [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with water. We apologized that it was not noted on our response because during our conversation Mr. [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirty. Mr. [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had water. We advised Mr. [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tank. We asked Mr. [redacted] if he was alleging that the repair shop added water in his gas tank. Mr. [redacted] confirmed that he was not making that allegation, and only wanted an explanation.
As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issue. He would not be charged for parts that were not found damaged and that is why he was given a low end and high end quote. While we understand that Mr. [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuel. Mr. [redacted] request for an exchange has been denied. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] – Joanne [redacted] Dear Ms. [redacted], We have completed the investigation of [redacted] complaint regarding her online order and...
request for a cancelation and refund. Steve [redacted] Store General Manager for [redacted]3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further we have closed this out on our end and apologize for any inconvenience Ms. [redacted] may have experienced. The refund of $286.18 was credited back to [redacted] MasterCard account on January 28, 2016. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [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, 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 Mr. [redacted] complaint regarding a range purchased from Sears. We apologize that Mr. [redacted] range...
failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over 5 years ago, therefore he is responsible for the cost of any repairs. When contacted on October 5, 2016, Mr. [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the range. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted], Manager of the Sears in...
Bismarck provided the following response: I have processed an exchange for Ms. [redacted] her new refrigerator will be delivered on March 2, 2017. Ms. [redacted] has my office number and email address and I will be her point of contact moving forward. If Ms. [redacted] has any additional concerns, I invite her to contact me directly. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 14, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Therese McC[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. McC[redacted]’s rebuttal to our response regarding the problems she encountered when the auto center replaced her alternator and the refund process.
We contacted Ms. McC[redacted], and apologize that she had been mistakenly contacted by the Lawrenceville auto center, since the work was performed at the Mays Landing auto center. As a good-will gesture, we offered to reimburse Ms. McC[redacted] for $147.00 for the battery. Ms. McC[redacted] accepted the offer and should receive a bank check within 7 – 10 business days.
Ms. McC[redacted] confirmed that she will contact District Manager Thomas T[redacted] to make arrangements for the $438.70 refund for the service provided by the Mays Landing auto center. With that being said, since we have addressed the issue brought forth in Ms. McC[redacted]’s complaint, we have closed our file.
We apologize to Ms. McC[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] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
August 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94564333 - Traci [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased...
appliance.
After reviewing Ms. [redacted] complaint and our records, we contacted Ms. [redacted] on August 25, 2015 and were informed that she returned the original refrigerator and purchased a new one. It is our hope that Ms. [redacted] purchased appliance will provide her with [redacted] term satisfaction. Since we were able to determine that Ms. [redacted] received a new refrigerator, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted]@searsch.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
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,
Virginia P[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 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]
August 5, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Mamie A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of the...
tractor and the problem she encountered when she attempted to return it for a refund.
Upon receipt of Ms. [redacted]’s complaint we reached out to District Manager Carlton Richards to assist with Ms. [redacted]’s concern. Mr. Richards investigated and found that the tractor was in fact delivered on July 22, 2016. Ms. [redacted] called that same day and informed the store manager that the tractor was not working. The store manager offered to send an associate to take a look at the tractor the next day and she agreed. On July 23, 2016 the associate arrived at the [redacted]’s home and discovered that the lawn was mowed and asked what was wrong with the tractor. Mr. [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractor. That same day Ms. [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treated. The no return policy regarding gas powered equipment was explained to Ms. [redacted] and she was informed that she could exchange the tractor for another model. Ms. [redacted] did not accept this information.
Upon further investigation, Mr. Richards could not verify that the return policy was actually covered with Ms. [redacted] prior to the purchase. For customer satisfaction, on August 1, 2016 Mr. Richards authorized the return of the tractor for a refund. On August 4, 2016 the tractor was returned and we issued a credit of $1,358.88 to Ms. [redacted]’s account ending in 8735. With that being said, since we have provided Ms. [redacted] with her requested resolution, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Sheila C[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,
Travis [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]
November 16, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stanley N[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. N[redacted] complaint regarding the problem he encountered when he attempted to...
exchange a defective water filter within our 30-day return period.
Firstly, we would like to apologize for any inconvenience that this may have caused Mr. N[redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable item. We assure that any variance from our accepted business practice has been addressed as a coaching opportunity. On November 11, 2017 District Manager John A[redacted] confirmed that Mr. N[redacted] was contacted regarding the water filter. For customer satisfaction, a full refund was issued to Mr. N[redacted] With that being said, since it is our understanding that the refund is a resolution that met with Mr. N[redacted] approval, we have closed our file.
We apologize to Mr. N[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We have selected a replacement dishwasher. It would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues .
December 22, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased mattress set.We would...
first like to apologize that many factors resulted in the day of delivering Ms. [redacted] purchased mattress set. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. [redacted] complaint, we contacted our delivery department to conduct an audit on the order in question. Once completed, we were able to determine that due to the manufacture not being able to fill Ms. [redacted] order, her delivery was rescheduled on several occasions and we apologize for this. Our records also show that unfortunately Ms. [redacted] decided to cancel her entire order. It is our hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possible. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
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]
July 25, 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 cancel his order. It is unfortunate that we failed Mr. [redacted]s expectations when he attempted to resolve the issue with his first order. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelled. Unfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” button. However, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears store. We checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructions. Mr. [redacted] will need to follow the outlined instructions to retrieve his package. 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. Again, Mr. [redacted] will need to make the return for a full refund once he received his order. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Susan [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund on both orders. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After contacting Sears’ Detail Control Center, we were able to confirm the charges for both orders. Therefore, we have processed a full refund of $15.18 for order 988685212 under return receipt number 099119001275. Additionally, a refund of $15.09 for order 989086715 under return receipt number 099119031967. Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both orders. These credits should post to Ms. [redacted]’s account within 3 to 5 business days. In the interim, we have noted Ms. [redacted]’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 26, 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 the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance..
We have Mr. [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with water. Mr. [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with water. We apologized that it was not noted on our response because during our conversation Mr. [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirty. Mr. [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had water. We advised Mr. [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tank. We asked Mr. [redacted] if he was alleging that the repair shop added water in his gas tank. Mr. [redacted] confirmed that he was not making that allegation, and only wanted an explanation.
As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issue. He would not be charged for parts that were not found damaged and that is why he was given a low end and high end quote. While we understand that Mr. [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuel. Mr. [redacted] request for an exchange has been denied. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] – Joanne [redacted] Dear Ms. [redacted], We have completed the investigation of [redacted] complaint regarding her online order and...
request for a cancelation and refund. Steve [redacted] Store General Manager for [redacted]3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further we have closed this out on our end and apologize for any inconvenience Ms. [redacted] may have experienced. The refund of $286.18 was credited back to [redacted] MasterCard account on January 28, 2016. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [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, 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 Mr. [redacted] complaint regarding a range purchased from Sears. We apologize that Mr. [redacted] range...
failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over 5 years ago, therefore he is responsible for the cost of any repairs. When contacted on October 5, 2016, Mr. [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the range. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted], Manager of the Sears in...
Bismarck provided the following response: I have processed an exchange for Ms. [redacted] her new refrigerator will be delivered on March 2, 2017. Ms. [redacted] has my office number and email address and I will be her point of contact moving forward. If Ms. [redacted] has any additional concerns, I invite her to contact me directly. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 14, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Therese McC[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. McC[redacted]’s rebuttal to our response regarding the problems she encountered when the auto center replaced her alternator and the refund process.
We contacted Ms. McC[redacted], and apologize that she had been mistakenly contacted by the Lawrenceville auto center, since the work was performed at the Mays Landing auto center. As a good-will gesture, we offered to reimburse Ms. McC[redacted] for $147.00 for the battery. Ms. McC[redacted] accepted the offer and should receive a bank check within 7 – 10 business days.
Ms. McC[redacted] confirmed that she will contact District Manager Thomas T[redacted] to make arrangements for the $438.70 refund for the service provided by the Mays Landing auto center. With that being said, since we have addressed the issue brought forth in Ms. McC[redacted]’s complaint, we have closed our file.
We apologize to Ms. McC[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] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
August 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94564333 - Traci [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased...
appliance.
After reviewing Ms. [redacted] complaint and our records, we contacted Ms. [redacted] on August 25, 2015 and were informed that she returned the original refrigerator and purchased a new one. It is our hope that Ms. [redacted] purchased appliance will provide her with [redacted] term satisfaction. Since we were able to determine that Ms. [redacted] received a new refrigerator, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted]@searsch.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
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,
Virginia P[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 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]
August 5, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Mamie A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of the...
tractor and the problem she encountered when she attempted to return it for a refund.
Upon receipt of Ms. [redacted]’s complaint we reached out to District Manager Carlton Richards to assist with Ms. [redacted]’s concern. Mr. Richards investigated and found that the tractor was in fact delivered on July 22, 2016. Ms. [redacted] called that same day and informed the store manager that the tractor was not working. The store manager offered to send an associate to take a look at the tractor the next day and she agreed. On July 23, 2016 the associate arrived at the [redacted]’s home and discovered that the lawn was mowed and asked what was wrong with the tractor. Mr. [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractor. That same day Ms. [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treated. The no return policy regarding gas powered equipment was explained to Ms. [redacted] and she was informed that she could exchange the tractor for another model. Ms. [redacted] did not accept this information.
Upon further investigation, Mr. Richards could not verify that the return policy was actually covered with Ms. [redacted] prior to the purchase. For customer satisfaction, on August 1, 2016 Mr. Richards authorized the return of the tractor for a refund. On August 4, 2016 the tractor was returned and we issued a credit of $1,358.88 to Ms. [redacted]’s account ending in 8735. With that being said, since we have provided Ms. [redacted] with her requested resolution, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Sheila C[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,
Travis [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]