February 18, 2016Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – Sabrina [redacted]Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with boots ordered from sears.com and...
her subsequent request for reimbursement of the cost of return shipping. It is unfortunate that we failed Mrs. [redacted]’s 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. We have confirmed that Mrs. [redacted] received a refund of $76.99 on January 29, 2016, and a refund of $76.99 on February 8, 2016, for each pair of boots she returned. Additionally, as a one-time courtesy to Mrs. [redacted], we have agreed to honor her request to be reimbursed her return shipping expense of $20.00. As such, we issued a bank check in the amount of $20.00 to her on February 18, 2016. Mrs. [redacted]’s check is expected to arrive at the address she submitted with her order within fifteen business days. 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 Mrs. [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 Goldberg Regulatory Complaint Specialist[redacted] Ext. [redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
SYWR account. We have spoken with Ms. [redacted] and we found that her account had been properly credited points according to her purchases. It seems there was some confusion as to exactly what qualified to earn points. As a customer courtesy, we offered to provide Ms. [redacted] with $65.00 worth of points and she accepted. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] La'blondi C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her dishwasher. We would first like to point out...
that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that when Ms. C[redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replaced. Once the research team completed the review the claim was approved for repair. Due to the circumstances CCHS is honoring the replacement that Ms. C[redacted] was originally offered. Ms. Tiffany Foster is Ms. C[redacted]’s case manager with CCHS and can be reached direct at [redacted] Since it is our understanding that the dishwasher is being replaced and CCHS is waiting Ms. C[redacted]’s reply we have closed our case. We apologize to Ms. C[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Derrik [redacted] #94568784
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding an oven rack he is waiting for from Sears.
Jerry [redacted], Store Manager from the Sears Outlet in Chesapeake provided the following response:
An additional oven rack has been ordered for Mr. [redacted] and it is scheduled to arrive at his home on September 16, 2015. If Mr. [redacted] has any additional concerns, he can contact me directly at 757-494-7748. Since we have ordered the additional oven rack for Mr. [redacted], 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
March 1, 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. [redacted] complaint regarding her refrigerator and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, the Technical Manager authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,400.00 would provide her with a comparable replacement under her MPA. Ms. [redacted] was contacted by the service unit and apprised of the authorization. She is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. While the MPA expires on July 12, 2017, the manufacturer’s warranty will run a full year from the date of delivery. With that said, since we are providing Ms. [redacted] with her requested resolution, 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
[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. Sears has processed the in...
warranty exchange of Ms. [redacted] refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Tuesday, October 4, 2016. We will remove the old unit and deliver and hook up the new unit. Ms. [redacted] has been emailed a copy of the exchange sales check for her records. If I can be of any additional assistance to Ms. [redacted], she has my contact information within the emails I have sent her. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to M. [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]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– David [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his SYWR account and his recent...
transactions. It seems Mr. [redacted] feels he is due more points than what he has received recently. We reviewed his transactions, but did not see anything amiss. However, we did see some bonus points he was offered, but failed to use before they expired. We could also see that Mr. [redacted] had recently returned some merchandise. If a return is done, any points earned from that sale are removed from the account. That said, we would be willing to discuss the matter with Mr. [redacted] if he wishes. He may contact store manager, Linda [redacted], during normal business hours at (805) 525-6989. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their settlement even though I disagree with their wording of the facts.
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a return and refund. It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, 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 found that Sears Online is showing a large amount of orders due to the season and the product this particular vendor sells which is why there has been a delay in arranging a pickup. Sears Online has received the request to pick up and return the product but ask to allow time for the vendor to make the arrangements. Ms. [redacted] will hear from the return shipper shortly. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since Sears has made a commitment to return the merchandise and issue a full refund, we respectfully ask to have this matter closed, pending the pickup date. 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
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
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]
[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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Brian M [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’ complaint regarding repairs for his washer. We were unable to...
find a profile with Mr. [redacted] name and number under it as listed in his complaint. We were ab*e to locate a profile under a different name and number but did list his address on Daening Ave. We attempted to contact Mr. [redacted] and did *eave message for him to contact so us to confirm the information we have in our system. Unfortunate*y we have not received any return calls. That being said under the profile we were ab*e to locate it appears that service for a Kenmore washer, mode* #[redacted] was completed on September 9, 2016. Several parts were rep*aced and it is our understanding that the washer was repaired and is in working order. We wi** be happy to assist Mr. [redacted] further if need be, he need on*y contact me via email at Vanessa.*.[redacted]@SearsHC.com or by phone directly at [redacted]. In the interim, we will consider Mr. [redacted] matter closed, pending his response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. P*ease fee* 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
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
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568916 - Kathleen A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor.
It is unfortunate that we failed Ms. [redacted]'s expectations when she contacts us to schedule a tractor repair. We understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularly. Regrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipment. As a courtesy, Ms. [redacted] was offered $50 per week for lawn care reimbursement (up to $200 max amount) that will be processed after the repair is completed. We want to assure Ms. [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Mercedes [redacted] and Ethel [redacted], Customer Advocates for Unit 8035, contacted Ms. [redacted] to discuss her concerns. They offered to monitor the service and help expedite the current repair on the tractor. According to our records, on October 3, 2015 the technician diagnosed the problem with the tractor and was able to replace some parts. Regrettably, the technician did have to order some parts. We scheduled the technician to return on October 9, 2015 to install the parts. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted]'s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
April 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Katrina B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding service. Our records show that Ms. B[redacted] was assisted...
by our Strategic Management Support team and her case manager is Shania F[redacted] It is our understanding that Ms. B[redacted]’s warranty was cancelled and her refrigerator was repaired. If Ms. B[redacted] is still in need of assistance she can contact her case manager directly at [redacted]. Since we have addressed Ms. B[redacted]’s complaint we have closed this case. We apologize to Ms. B[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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
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
February 18, 2016Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – Sabrina [redacted]Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with boots ordered from sears.com and...
her subsequent request for reimbursement of the cost of return shipping. It is unfortunate that we failed Mrs. [redacted]’s 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. We have confirmed that Mrs. [redacted] received a refund of $76.99 on January 29, 2016, and a refund of $76.99 on February 8, 2016, for each pair of boots she returned. Additionally, as a one-time courtesy to Mrs. [redacted], we have agreed to honor her request to be reimbursed her return shipping expense of $20.00. As such, we issued a bank check in the amount of $20.00 to her on February 18, 2016. Mrs. [redacted]’s check is expected to arrive at the address she submitted with her order within fifteen business days. 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 Mrs. [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 Goldberg Regulatory Complaint Specialist[redacted] Ext. [redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
SYWR account. We have spoken with Ms. [redacted] and we found that her account had been properly credited points according to her purchases. It seems there was some confusion as to exactly what qualified to earn points. As a customer courtesy, we offered to provide Ms. [redacted] with $65.00 worth of points and she accepted. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My air conditioner was replaced. Thank you for your quick response.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] La'blondi C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her dishwasher. We would first like to point out...
that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that when Ms. C[redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replaced. Once the research team completed the review the claim was approved for repair. Due to the circumstances CCHS is honoring the replacement that Ms. C[redacted] was originally offered. Ms. Tiffany Foster is Ms. C[redacted]’s case manager with CCHS and can be reached direct at [redacted] Since it is our understanding that the dishwasher is being replaced and CCHS is waiting Ms. C[redacted]’s reply we have closed our case. We apologize to Ms. C[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North...
Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Derrik [redacted] #94568784
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding an oven rack he is waiting for from Sears.
Jerry [redacted], Store Manager from the Sears Outlet in Chesapeake provided the following response:
An additional oven rack has been ordered for Mr. [redacted] and it is scheduled to arrive at his home on September 16, 2015. If Mr. [redacted] has any additional concerns, he can contact me directly at 757-494-7748. Since we have ordered the additional oven rack for Mr. [redacted], 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
March 1, 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. [redacted] complaint regarding her refrigerator and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, the Technical Manager authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,400.00 would provide her with a comparable replacement under her MPA. Ms. [redacted] was contacted by the service unit and apprised of the authorization. She is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. While the MPA expires on July 12, 2017, the manufacturer’s warranty will run a full year from the date of delivery. With that said, since we are providing Ms. [redacted] with her requested resolution, 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
[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. Sears has processed the in...
warranty exchange of Ms. [redacted] refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Tuesday, October 4, 2016. We will remove the old unit and deliver and hook up the new unit. Ms. [redacted] has been emailed a copy of the exchange sales check for her records. If I can be of any additional assistance to Ms. [redacted], she has my contact information within the emails I have sent her. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to M. [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]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– David [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his SYWR account and his recent...
transactions. It seems Mr. [redacted] feels he is due more points than what he has received recently. We reviewed his transactions, but did not see anything amiss. However, we did see some bonus points he was offered, but failed to use before they expired. We could also see that Mr. [redacted] had recently returned some merchandise. If a return is done, any points earned from that sale are removed from the account. That said, we would be willing to discuss the matter with Mr. [redacted] if he wishes. He may contact store manager, Linda [redacted], during normal business hours at (805) 525-6989. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their settlement even though I disagree with their wording of the facts.
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a return and refund. It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, 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 found that Sears Online is showing a large amount of orders due to the season and the product this particular vendor sells which is why there has been a delay in arranging a pickup. Sears Online has received the request to pick up and return the product but ask to allow time for the vendor to make the arrangements. Ms. [redacted] will hear from the return shipper shortly. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since Sears has made a commitment to return the merchandise and issue a full refund, we respectfully ask to have this matter closed, pending the pickup date. 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
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
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]
[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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Brian M [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’ complaint regarding repairs for his washer. We were unable to...
find a profile with Mr. [redacted] name and number under it as listed in his complaint. We were ab*e to locate a profile under a different name and number but did list his address on Daening Ave. We attempted to contact Mr. [redacted] and did *eave message for him to contact so us to confirm the information we have in our system. Unfortunate*y we have not received any return calls. That being said under the profile we were ab*e to locate it appears that service for a Kenmore washer, mode* #[redacted] was completed on September 9, 2016. Several parts were rep*aced and it is our understanding that the washer was repaired and is in working order. We wi** be happy to assist Mr. [redacted] further if need be, he need on*y contact me via email at Vanessa.*.[redacted]@SearsHC.com or by phone directly at [redacted]. In the interim, we will consider Mr. [redacted] matter closed, pending his response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. P*ease fee* 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
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
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568916 - Kathleen A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor.
It is unfortunate that we failed Ms. [redacted]'s expectations when she contacts us to schedule a tractor repair. We understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularly. Regrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipment. As a courtesy, Ms. [redacted] was offered $50 per week for lawn care reimbursement (up to $200 max amount) that will be processed after the repair is completed. We want to assure Ms. [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Mercedes [redacted] and Ethel [redacted], Customer Advocates for Unit 8035, contacted Ms. [redacted] to discuss her concerns. They offered to monitor the service and help expedite the current repair on the tractor. According to our records, on October 3, 2015 the technician diagnosed the problem with the tractor and was able to replace some parts. Regrettably, the technician did have to order some parts. We scheduled the technician to return on October 9, 2015 to install the parts. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted]'s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
April 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Katrina B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding service. Our records show that Ms. B[redacted] was assisted...
by our Strategic Management Support team and her case manager is Shania F[redacted] It is our understanding that Ms. B[redacted]’s warranty was cancelled and her refrigerator was repaired. If Ms. B[redacted] is still in need of assistance she can contact her case manager directly at [redacted]. Since we have addressed Ms. B[redacted]’s complaint we have closed this case. We apologize to Ms. B[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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
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