May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms....
[redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent purchase. We apologize for any misunderstanding that may have occurred. However, our system correctly noted that installation would be over $500.00 for the shed when we attempted to place an order. As a courtesy, we offered to issue a $100.00 credit and Ms. [redacted] accepted. This credit was issued on April 26, 2017. 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]
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,
Vesta [redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint...
regarding a recent order. As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattress. The page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications. As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattress. As a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declined. Should [redacted] decide to reconsider, I may be reached during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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
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
August 4, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Vicky S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, 2017. The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issued. Ms. Brummit can expect to receive the refund check in the mail within 7 to 10 business days or no later than end of business day August 4, 2017. For Ms. [redacted] records the return receipt number is 093004512206. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Kelvonia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the patio set that was not available once she paid...
it off via a layaway.
Our records indicate that Ms. [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was made. The store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms. [redacted] via phone and email. That was the beginning of August and there were no further updates so it appears the store was able to assist Ms. [redacted]. If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana[redacted]@searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms. [redacted] to pick it up, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana[redacted]@searshc.com
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]
January 30, 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]s complaint regarding her dissatisfaction with the delivery delay of her gas...
grill and her request for a refund of her delivery fee.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembled. Since the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, 2017. According to Ms. [redacted]s order, the delivery fee was $118.99 and she was provided a $69.99 discount on the delivery fee; therefore, she was charged $49 for the delivery. We would like to note that the delivery fee is nonrefundable. However, for customer satisfaction, we offered to reimburse Ms. [redacted] the $49 and she accepted the offer. On January 30, 2017 we issued the $49 credit to her credit card ending in 0868. The credit should post to her account within 3 – 5 business days depending on her banking institute. With that being said, since we have addressed the issue brought forth in Ms. [redacted]s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
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
August 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Josh [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his misplaced vacuum cleaner.
Upon receipt of Mr....
[redacted]'s complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lost. We regret that this incident occurred, but we can assure Mr. [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted.
That being said our repair unit moved forward with a replacement for Mr. [redacted]. Mr. [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistance. Since we have replaced Mr. [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case.
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
512-[redacted] direct
Vanessa[redacted]@searshc.com
October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint in the delay in service for his washer.
[redacted] complains that the...
wrong part was ordered to fix his washer so when the service technician came for the appointment he found that the part ordered was not needed for their repair. It is important to note that under the Master Protection Agreement one of the benefits is a service prequalifying step to trouble shoot and order parts that may be needed to repair the washer. The parts ordered are based on the service complaint and information provided by the customer. Based on our records and the issue [redacted] was experiencing an Actuator was ordered. When our service technician arrived he found that the Actuator was able to move and did not need replacing but that the gear case was needed. This is not a part we would have been able pinpoint over the phone.
We contacted the [redacted] after service was completed and [redacted] confirmed the washer was working. We then started to discuss the laundry reimbursement and [redacted] stated she did not want anything from Sears and hung up the phone. We will be happy to process laundry reimbursement for the 17 days they were without the washer under the terms and conditions of the Master Protection agreement which offers laundry reimbursement of $25.00 for every seven days without the use of the washer. If the [redacted] would like to take advantage of this offer they need only contact me directly at [redacted]. Since the washer has been repaired we have closed our case pending their response.
We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Gail W[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding multiple services on his [redacted] Refrigerator. Upon...
receipt of Mr. [redacted] complaint, we found that he had been authorized for a replacement of the refrigerator. This was processed on July 8, 2016 and is set for delivery on July 20, 2016. If Mr. [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted]. Since we have replaced Mr. [redacted] refrigerator we have closed this complaint. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of M[redacted] complaint...
regarding her recent order. We have spoken with Ms[redacted] regarding this issue. When we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken away. 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]
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Deborah P[redacted] Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on August 22, 2017 credits totaling $1166.29 was issued back to the original form of payment. Based off our findings, Ms. P[redacted] has been made whole. 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 C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. Virghes: We have completed the investigation of Mr[redacted] complaint regarding a Sears Auto Center Groupon.[redacted] Manager of the Tucson Sears Auto...
Center provided the following response: We received Mr[redacted] complaint on Monday, January 16, 2017 and I contacted him later that morning. During the conversation I invited Mr. [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refund. Mr. [redacted] declined my offer to return to the auto center. In his complaint Mr. [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr[redacted] home in the next 7-10 days. Since we have noted our response and will be refunding 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,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]y 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.
21 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9455[redacted] - Heide [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased appliance.
After...
reviewing Ms. [redacted] complaint and our records, we were able to determine that on 16 January 2015, Ms. [redacted] purchased an elliptical machine. The delivery was scheduled for 11 February 2015. On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living room. Ms. [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for her. Our records do not show that Ms. [redacted] called back. At this time, our records show that a pick-up was completed on 15 July 2015 and the original amount charged of $966.06 was credited back to the original form of payment. Since the pick-up of Ms. [redacted] elliptical machine has been picked up and she's been refunded fully, 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]s
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted][email protected]
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]
May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms....
[redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent purchase. We apologize for any misunderstanding that may have occurred. However, our system correctly noted that installation would be over $500.00 for the shed when we attempted to place an order. As a courtesy, we offered to issue a $100.00 credit and Ms. [redacted] accepted. This credit was issued on April 26, 2017. 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]
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,
Vesta [redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint...
regarding a recent order. As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattress. The page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications. As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattress. As a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declined. Should [redacted] decide to reconsider, I may be reached during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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
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
August 4, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Vicky S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, 2017. The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issued. Ms. Brummit can expect to receive the refund check in the mail within 7 to 10 business days or no later than end of business day August 4, 2017. For Ms. [redacted] records the return receipt number is 093004512206. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Kelvonia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the patio set that was not available once she paid...
it off via a layaway.
Our records indicate that Ms. [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was made. The store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms. [redacted] via phone and email. That was the beginning of August and there were no further updates so it appears the store was able to assist Ms. [redacted]. If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana[redacted]@searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms. [redacted] to pick it up, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana[redacted]@searshc.com
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]
January 30, 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]s complaint regarding her dissatisfaction with the delivery delay of her gas...
grill and her request for a refund of her delivery fee.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembled. Since the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, 2017. According to Ms. [redacted]s order, the delivery fee was $118.99 and she was provided a $69.99 discount on the delivery fee; therefore, she was charged $49 for the delivery. We would like to note that the delivery fee is nonrefundable. However, for customer satisfaction, we offered to reimburse Ms. [redacted] the $49 and she accepted the offer. On January 30, 2017 we issued the $49 credit to her credit card ending in 0868. The credit should post to her account within 3 – 5 business days depending on her banking institute. With that being said, since we have addressed the issue brought forth in Ms. [redacted]s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
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
August 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Josh [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his misplaced vacuum cleaner.
Upon receipt of Mr....
[redacted]'s complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lost. We regret that this incident occurred, but we can assure Mr. [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted.
That being said our repair unit moved forward with a replacement for Mr. [redacted]. Mr. [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistance. Since we have replaced Mr. [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case.
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
512-[redacted] direct
Vanessa[redacted]@searshc.com
October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint in the delay in service for his washer.
[redacted] complains that the...
wrong part was ordered to fix his washer so when the service technician came for the appointment he found that the part ordered was not needed for their repair. It is important to note that under the Master Protection Agreement one of the benefits is a service prequalifying step to trouble shoot and order parts that may be needed to repair the washer. The parts ordered are based on the service complaint and information provided by the customer. Based on our records and the issue [redacted] was experiencing an Actuator was ordered. When our service technician arrived he found that the Actuator was able to move and did not need replacing but that the gear case was needed. This is not a part we would have been able pinpoint over the phone.
We contacted the [redacted] after service was completed and [redacted] confirmed the washer was working. We then started to discuss the laundry reimbursement and [redacted] stated she did not want anything from Sears and hung up the phone. We will be happy to process laundry reimbursement for the 17 days they were without the washer under the terms and conditions of the Master Protection agreement which offers laundry reimbursement of $25.00 for every seven days without the use of the washer. If the [redacted] would like to take advantage of this offer they need only contact me directly at [redacted]. Since the washer has been repaired we have closed our case pending their response.
We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Gail W[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding multiple services on his [redacted] Refrigerator. Upon...
receipt of Mr. [redacted] complaint, we found that he had been authorized for a replacement of the refrigerator. This was processed on July 8, 2016 and is set for delivery on July 20, 2016. If Mr. [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted]. Since we have replaced Mr. [redacted] refrigerator we have closed this complaint. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of M[redacted] complaint...
regarding her recent order. We have spoken with Ms[redacted] regarding this issue. When we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken away. 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]
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Deborah P[redacted] Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on August 22, 2017 credits totaling $1166.29 was issued back to the original form of payment. Based off our findings, Ms. P[redacted] has been made whole. 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 C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. Virghes: We have completed the investigation of Mr[redacted] complaint regarding a Sears Auto Center Groupon.[redacted] Manager of the Tucson Sears Auto...
Center provided the following response: We received Mr[redacted] complaint on Monday, January 16, 2017 and I contacted him later that morning. During the conversation I invited Mr. [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refund. Mr. [redacted] declined my offer to return to the auto center. In his complaint Mr. [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr[redacted] home in the next 7-10 days. Since we have noted our response and will be refunding 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,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]y 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.
21 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9455[redacted] - Heide [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased appliance.
After...
reviewing Ms. [redacted] complaint and our records, we were able to determine that on 16 January 2015, Ms. [redacted] purchased an elliptical machine. The delivery was scheduled for 11 February 2015. On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living room. Ms. [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for her. Our records do not show that Ms. [redacted] called back. At this time, our records show that a pick-up was completed on 15 July 2015 and the original amount charged of $966.06 was credited back to the original form of payment. Since the pick-up of Ms. [redacted] elliptical machine has been picked up and she's been refunded fully, 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]s
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted][email protected]
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]