July 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding the delay of his Sears Parts Direct...
Order, and his subsequent request for a refund. It is unfortunate that we failed Mr. P[redacted] expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. P[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that a refund of $44.98 was issued to Mr. P[redacted] account on July 9, 2017. This credit was expected to post, or become visible within his online account records, within 5 business days from the issue date. At this time, we can only reiterate that we truly regret any inconvenience Mr. P[redacted] may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. P[redacted] comments and an equitable 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kelley [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears has processed...
the in warranty exchange of Ms. [redacted]’s refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2nd. Additionally a $300.00 food loss reimbursement check has been requested and should be received by Ms. [redacted] within 10-14 days. Ms. [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8th. If any additional concerns arise, I will address those upon my return. Since we have noted the actions taken to resolve Ms. [redacted]’s concerns, we ask that this complaint be closed pending further contact. 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 Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: As per instructions and the return label received, I have already returned the damaged product today. Sears can follow it by tracking their own supplied label with tracking number [redacted]I find it unacceptable that Sears is holding the refund. Refund in the amount of $42.79 should be issued right away as I ahve returned the product.
Sincerely,
[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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Joseph W [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the informaitn he received at the time of service as well as...
when he enrolled in the Sears Appliance warranty. We value Mr. [redacted]’s patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the Sears Appliance warranty and his repair caused him any inconvenience. We have canceled the Sears Appliance Warranty and refunded him in full. We respectfully ask that this matter be closed, since we have refunded Mr. [redacted] and noted his candid feedback. We apologize to Mr. [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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[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,
Travis [redacted]
Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted] M. [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with our customer service and failure to complete a repair for her dishwasher.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Ms. [redacted] spoke with our Repair Product Services department on the on the same date that she filed her complaint and was advised that a replacement dishwasher would be issued. Our records show that her new dishwasher was delivered and installed on July 1, 2015. Therefore, at this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]' comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Dedra M [redacted] #9[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Garage Solutions.
Josie [redacted] Sears Garage Solutions, Support...
Specialist provided the following response:
The local office has processed a refund in the amount of $129.00. Typically a consumer can expect to receive a check within 10-14 days of processing. Since Sears did not install the garage door opener, we are not responsible for replacing any damaged panels. Since we have processed the aforementioned refund, we ask that this complaint be closed as no further concessions are warranted or forth coming.
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
Adam.[redacted]@searshc.com
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 Ms. [redacted] complaint regarding the installation of a cooktop purchased at Sears. [redacted] Sears...
Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, 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]
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,
Gail W[redacted]
Initial Business Response /* (1000, 6, 2015/09/24) */
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have not completed the investigation of Mr.[redacted] complaint...
regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance.
After receiving Mr.[redacted] complaint, we forwarded his complaint to the District Operations Manager. Our investigation continues in this matter and we are awaiting a response and kindly request an additional 7- 10 days to finish the investigation and resolve this complaint.
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/SHC
Direct -[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been able to find someone who can match the tiles. I do not know what else to do with the issue.
Thank You
[redacted]
June 29, 2016 [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] complaint regarding his online order and his new request to apply his restored gift cards to the new purchase he made online for a different patio table set. After reviewing the rebuttal filed, we sent an email correspondence to Mr. [redacted] to offer assistance. In his initial complaint he had only requested that we issue the refund immediately so that he could place a new order. However, in his rebuttal dated June 20, 2016, he explains that he has already made a new purchase using his [redacted] account and he would like us to apply his restored gift cards to the new purchase and refund his account. We advised that we are uncertain if our systems will allow this however we would be willing to try. We will need his gift card numbers so that we can verify that the full amount is still available before we can attempt this transaction. Mr. [redacted] may reply to me via email with the necessary information. In the interim, we have noted his 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
September 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Pamela W[redacted] Dear [redacted] We have completed our review of Ms. W[redacted] rebuttal complaint to the previous response provided regarding the refunds she received for order number [redacted] We have reviewed Ms. W[redacted] new complaint regarding a different order number of [redacted], and her request for a refund as she received the wrong item. After reviewing the notes in the new order, we found that Sears Online processed a refund on September 18, 2017, in addition to an extra 5000 Shop Your Way Reward points that was offered as compensation. Should Ms. W[redacted] have any further questions regarding her Shop Your Way Reward account, she may call ([redacted] In the interim, we have confirmed that the refund is reflecting in her Shop Your Way Rewards account 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone person. I kept the voicemail and all emails with mrs. [redacted], so should I have any problems with tires , lugs, anything. I expect it to be handled post hast with no hassles or we will be right back at this point again. i'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money there. so all I can say for now is we'll see how it goes.
Complaint: [redacted]
I am rejecting this response because no complaint was ever made because the service technician that installed the dryer said it the noise was due to my floor not being being even. Your technician should have known the dryer was not suppose to sound like that, after all, you are the experts. If you don't want to at least work with me on the repair bill that is obviously your choice. In the future I'll shop at a different store and make sure that everybody knows what you should expect when you shop at Sears. I understand that sometimes people abuse the system, however I assure you that I am not that consumer, and to even suggest that is way over the line. While I appreciate your quick response, I would like to escalate this to your supervisor. Thank you.
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.
Sincerely,
Virginia P[redacted]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her tractor. First, we would like...
to apologize to Ms. [redacted] for failing her expectations in regard to her tractor. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Technical Manager [redacted] spoke with Ms. [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, 2016. On the day of service, the technician found that the belt on the tractor had come loose. He replaced it and completed the repair. Mr. [redacted] followed up with Ms. [redacted] after the repair and she expressed her satisfaction with the technician. With that said, since we have repaired Ms. [redacted] tractor and it is our understanding that Ms. [redacted] is satisfied with the outcome, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:The issue was never the chairs, it was the poor customer servive. Sears has never responded to my complaint. I do not trust a gift card that could have restrictions and limitations. Have the manufacture send me the money instead of sending it to sears, it should not matter to them. Let me know where to send the sales receipt
Sincerely,
[redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] - Meghan E. [redacted] Dear Ms[redacted]: We have completed the investigation of Ms. [redacted] complaint regarding the charges she was assessed for a repair on...
her range. Around the time that Ms. [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codes. Direction was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amount. We believe this is why Ms. [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followed. Ms. [redacted] referenced an amount of $15.40, but our records show she was charged an additional $23.10. As such, we have issued a refund for $23.10. We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-2 weeks. If Ms. [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistance. In the interim, since we have provided Ms. [redacted] with a little more than 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
July 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding the delay of his Sears Parts Direct...
Order, and his subsequent request for a refund. It is unfortunate that we failed Mr. P[redacted] expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. P[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that a refund of $44.98 was issued to Mr. P[redacted] account on July 9, 2017. This credit was expected to post, or become visible within his online account records, within 5 business days from the issue date. At this time, we can only reiterate that we truly regret any inconvenience Mr. P[redacted] may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. P[redacted] comments and an equitable 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kelley [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears has processed...
the in warranty exchange of Ms. [redacted]’s refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2nd. Additionally a $300.00 food loss reimbursement check has been requested and should be received by Ms. [redacted] within 10-14 days. Ms. [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8th. If any additional concerns arise, I will address those upon my return. Since we have noted the actions taken to resolve Ms. [redacted]’s concerns, we ask that this complaint be closed pending further contact. 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 Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: As per instructions and the return label received, I have already returned the damaged product today. Sears can follow it by tracking their own supplied label with tracking number [redacted]I find it unacceptable that Sears is holding the refund. Refund in the amount of $42.79 should be issued right away as I ahve returned the product.
Sincerely,
[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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Joseph W [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the informaitn he received at the time of service as well as...
when he enrolled in the Sears Appliance warranty. We value Mr. [redacted]’s patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the Sears Appliance warranty and his repair caused him any inconvenience. We have canceled the Sears Appliance Warranty and refunded him in full. We respectfully ask that this matter be closed, since we have refunded Mr. [redacted] and noted his candid feedback. We apologize to Mr. [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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[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,
Travis [redacted]
Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted] M. [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with our customer service and failure to complete a repair for her dishwasher.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Ms. [redacted] spoke with our Repair Product Services department on the on the same date that she filed her complaint and was advised that a replacement dishwasher would be issued. Our records show that her new dishwasher was delivered and installed on July 1, 2015. Therefore, at this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]' comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Dedra M [redacted] #9[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Garage Solutions.
Josie [redacted] Sears Garage Solutions, Support...
Specialist provided the following response:
The local office has processed a refund in the amount of $129.00. Typically a consumer can expect to receive a check within 10-14 days of processing. Since Sears did not install the garage door opener, we are not responsible for replacing any damaged panels. Since we have processed the aforementioned refund, we ask that this complaint be closed as no further concessions are warranted or forth coming.
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
Adam.[redacted]@searshc.com
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 Ms. [redacted] complaint regarding the installation of a cooktop purchased at Sears. [redacted] Sears...
Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, 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]
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,
Gail W[redacted]
Initial Business Response /* (1000, 6, 2015/09/24) */
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have not completed the investigation of Mr.[redacted] complaint...
regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance.
After receiving Mr.[redacted] complaint, we forwarded his complaint to the District Operations Manager. Our investigation continues in this matter and we are awaiting a response and kindly request an additional 7- 10 days to finish the investigation and resolve this complaint.
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/SHC
Direct -[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been able to find someone who can match the tiles. I do not know what else to do with the issue.
Thank You
[redacted]
June 29, 2016 [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] complaint regarding his online order and his new request to apply his restored gift cards to the new purchase he made online for a different patio table set. After reviewing the rebuttal filed, we sent an email correspondence to Mr. [redacted] to offer assistance. In his initial complaint he had only requested that we issue the refund immediately so that he could place a new order. However, in his rebuttal dated June 20, 2016, he explains that he has already made a new purchase using his [redacted] account and he would like us to apply his restored gift cards to the new purchase and refund his account. We advised that we are uncertain if our systems will allow this however we would be willing to try. We will need his gift card numbers so that we can verify that the full amount is still available before we can attempt this transaction. Mr. [redacted] may reply to me via email with the necessary information. In the interim, we have noted his 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
September 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Pamela W[redacted] Dear [redacted] We have completed our review of Ms. W[redacted] rebuttal complaint to the previous response provided regarding the refunds she received for order number [redacted] We have reviewed Ms. W[redacted] new complaint regarding a different order number of [redacted], and her request for a refund as she received the wrong item. After reviewing the notes in the new order, we found that Sears Online processed a refund on September 18, 2017, in addition to an extra 5000 Shop Your Way Reward points that was offered as compensation. Should Ms. W[redacted] have any further questions regarding her Shop Your Way Reward account, she may call ([redacted] In the interim, we have confirmed that the refund is reflecting in her Shop Your Way Rewards account 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone person. I kept the voicemail and all emails with mrs. [redacted], so should I have any problems with tires , lugs, anything. I expect it to be handled post hast with no hassles or we will be right back at this point again. i'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money there. so all I can say for now is we'll see how it goes.
Complaint: [redacted]
I am rejecting this response because no complaint was ever made because the service technician that installed the dryer said it the noise was due to my floor not being being even. Your technician should have known the dryer was not suppose to sound like that, after all, you are the experts. If you don't want to at least work with me on the repair bill that is obviously your choice. In the future I'll shop at a different store and make sure that everybody knows what you should expect when you shop at Sears. I understand that sometimes people abuse the system, however I assure you that I am not that consumer, and to even suggest that is way over the line. While I appreciate your quick response, I would like to escalate this to your supervisor. Thank you.
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.
Sincerely,
Virginia P[redacted]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her tractor. First, we would like...
to apologize to Ms. [redacted] for failing her expectations in regard to her tractor. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Technical Manager [redacted] spoke with Ms. [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, 2016. On the day of service, the technician found that the belt on the tractor had come loose. He replaced it and completed the repair. Mr. [redacted] followed up with Ms. [redacted] after the repair and she expressed her satisfaction with the technician. With that said, since we have repaired Ms. [redacted] tractor and it is our understanding that Ms. [redacted] is satisfied with the outcome, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:The issue was never the chairs, it was the poor customer servive. Sears has never responded to my complaint. I do not trust a gift card that could have restrictions and limitations. Have the manufacture send me the money instead of sending it to sears, it should not matter to them. Let me know where to send the sales receipt
Sincerely,
[redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] - Meghan E. [redacted] Dear Ms[redacted]: We have completed the investigation of Ms. [redacted] complaint regarding the charges she was assessed for a repair on...
her range. Around the time that Ms. [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codes. Direction was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amount. We believe this is why Ms. [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followed. Ms. [redacted] referenced an amount of $15.40, but our records show she was charged an additional $23.10. As such, we have issued a refund for $23.10. We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-2 weeks. If Ms. [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistance. In the interim, since we have provided Ms. [redacted] with a little more than 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com