Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] S [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding a car battery purchased from the Sears Auto Center in La Jolla. Prior to...
filing her complaint with the Revdex.com, Ms. [redacted] filed a complaint with our Customer Solutions team on August 10, 2016. Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drain. In order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly tested. If the battery is found to be defective, Sears Auto Center will take the appropriate action. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 5, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that...
many factors resulted in the day of delivering Ms. B[redacted] purchased fried and range. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. B[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that due to a systems error, Ms. B[redacted] was not routed for delivery causing to reschedule her delivery date. It is our understanding that Ms. B[redacted] decided to cancel the order of her range due to being rescheduled. As far as her fridge, our records show that the appliance was delivered on July 03, 2017. Our records also show that she was issued a sales adjustment of $99.00. For any inconvenience this may have caused, we issued Ms. B[redacted] a $50.00 gift card. We ask Ms. B[redacted] to allow 7-14 business days to arrive via [redacted] It is our hope that Ms. B[redacted] purchased fridge will provide her with long term satisfaction. 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience ..
July 11, 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 a recent purchase. ...
We have spoken with [redacted], the manufacturer of Mr. [redacted] weight machine. They informed us that boxes 2 and 3 are identical; they both have the same weights so Mr. [redacted] should have a full set. If Mr. [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed below. 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] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were...
provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[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]
June 22, 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....
It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand how the series of events detailed 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 forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, 2016. Additionally, the gift cards have already been redeemed on a subsequent purchase. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we 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
February 4, 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 a recent...
transaction. On January 19, 2017, and adjustment for $179.99 was processed to Ms. [redacted] account. This leaves her with a balance of $54.77 that we will not be refunding. Ms. [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable charge. The restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms. [redacted] decided she simply did not like the range after it was already in her home installed. In light of the aforementioned information, 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] Specialist, Regulatory Complaints [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears repaired my refrigerator on Oct. 20,2015. So far it seams to be working fine. It only took them a month and a half to fix it.
June 19, 2016 [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. 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] Shoes located at [redacted] email: [redacted] and telphone 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 her order we have decided to issue a full refund of $18.46 back to her [redacted] account ending in [redacted] The credit should post to her account within 3 to 5 business days. Additionally, Ms. [redacted] may either keep or dispose of the shoes to her discretion. In closure, since we have provided a full refund, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:Sears is definitely not doing the right thing!!I feel as though they just said they were either giving me yet another PLASTIC HANDLE which is totally ridiculous and not solving the issue or giving me 100.00 towards a new microwave.( No other choices were given) Why should I have to buy a new microwave they should be held accountable. So, Matilda [redacted], the woman who has been handling this situation told me its not a Sears issue it LG I should go after them. So why is Sears not accountable? I bought it from them and paid my protection plan. Might I also mention I paid this protection plan until 21017. I have all the paperwork too! They were telling me what they were doing and not actually making me happy and doing the right thing. They did ask me to measure the distance and I did reply which was well within the limits. They just say it is cosmetic.... well it is not to me it is clearly a SAFETY ISSUE when the peels from the handle drops in your food. They were to my house many times to replace this handle and clearly is a flaw in the design and many many complaints online with this product as well. I am not satisfied this with this. I should not have to wait for a recall they should step up and do the right thing either a stainless steel handle or they pay for a new microwave.
Sincerely,Lisa [redacted]
Lisa [redacted]
March 3, 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] rebuttal to our response regarding her dissatisfaction with the multiple repairs on her dishwasher, and her request to return for a refund.
Upon receipt of Ms. [redacted] rebuttal stating that the dishwasher had stopped working again, we contacted her and offered her an in-warranty exchange. She accepted the offer and selected another model for the exchange. The exchange has been processed and we advised her that the installer will contact her to schedule the installation date. With that being said, since we have addressed the issue brought forth in Ms. [redacted] rebuttal 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]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9455[redacted] - Gwyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the need to reschedule her service call.
We would first...
like to apologize for the delay in responding to Ms. [redacted] complaint. Some of our complaints were not routed properly internally and it caused a delay in providing a response.
As for the actual issue involving the rescheduled appointment, while we understand that Ms. [redacted] found the situation frustrating, in any business that provides appointments there is always the chance that one might have to be rescheduled. This can be due to many hard to control factors such as a repair taking longer than expected, abnormal traffic, a technician out for illness, and various other reasons. What is not normal though is the fact that Ms. [redacted] was not advised in advance as to what was causing her call to be delayed and we apologize for this. It looks like by about 5:30 PM the day of service it was apparent the technician was not going to be able to run the call as he ended up overbooked. While the technician submitted this information via his hand held unit, the information did not download until the next day. Additionally, since it was after 5:00 pm Pacific time on a Saturday most of the support staff nationwide were no longer available to update the notes or contact the technician to see what the problem was.
With that said, Ms. [redacted] canceled her call so we were never able to actually go out to assess the dryer. We show that a part was sent to her (an element) that had a value of $96.35 with the tax. If she no longer wants to have her dryer fixed, then at the very least we would like to have the part sent back to us because our billing department will send a bill to her to pay for the part. If Ms. [redacted] had someone else complete the repair and use the part, if she could let us know it was installed, then we would be willing to provide a 50% discount on the part cost and only bill her for half of the amount. She can email me at Dana.[redacted]@searshc.com or call me at 512-[redacted] to let me know what the status is of the part and what arrangements could be made so that she would not receive a bill for the full amount. In the interim, since we were unable to discount service as Ms. [redacted] never had the service completed and yet we remain willing to provide some sort of reasonable accommodation, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
August 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Kellen [redacted] - # 9[redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with the customer service at his local Sears Auto Center.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently visited his local auto center. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review. It is our understanding that the Auto Center Manager has tried to contact Mr. [redacted], but Mr. [redacted] does not want to speak with him. Per our protocol, the line of business is the party responsible for addressing a consumer's concerns and if the consumer is unwilling to cooperate, it is impossible to work towards any resolution. At this time, we have documented Mr. [redacted]'s concerns and he is always welcome to call Auto Center Manager Nathan [redacted] at (803) [redacted] to discuss this matter further. In the interim, since it appears that we have reached an impasse with Mr. [redacted], we ask that this matter be closed.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. .
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with her GE range and her...
request for Sears to provide her with a refund. We apologize for the delay in responding to Ms. [redacted] concerns. Her issue really lies with **, the obligor of her warranty. We sold the range and Ms. [redacted] had 30 days in which a refund or exchange was an option. After that time, any issues would be directed to the holder of her warranty. Sears is not an authorized servicer and we did not provide any service on the range. This was arranged through **. If the range is not repairable then it would be [redacted] responsibility to provide Ms. [redacted] with a replacement or refund under the terms of her warranty. Of course if it is repairable, then the warrantor is not obligated to replace or refund it unless there have been an excessive amount of repairs under the warranty. With that said, since we have explained that Ms. [redacted] was past the point where a refund or exchange would have been an option through Sears so she was only entitled to receive a repair under her manufacturer’s warranty and it would have been [redacted] decision on how they wanted to proceed, we have closed our file. 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
[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] rebuttal regarding a vacuum cleaner. Ms. [redacted] provided a sales check showing her vacuum was purchased from Sears on January 10, 2009. In 2009, Sears’ return policy was for 60 days, this means Ms. [redacted] was eligible to receive a refund until approximately March 8, 2009. We are now almost 8 years past the time Ms. [redacted] was eligible to receive a refund, therefore her request for a refund or replacement is denied. That said our file remains 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]
January 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair....
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Although Mr. [redacted] was in the process of having his dishwasher repaired, our escalated customer service group, Customer Solutions, authorized him for a courtesy in-warranty exchange. Our records show that the exchange was processed on January 5, 2017, under sales check [redacted] and the new dishwasher is scheduled for delivery on or about January 10, 2017. Once the new dishwasher has been delivered, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new unit. In the interim, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. We appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted.
On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-order. Our records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few days. With that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
April 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to...
[redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge. Therefore, [redacted] should not have been billed for the repair to his refrigerator. Accordingly, we contacted our Billing Department to request that the outstanding bill of $345.43 be cleared from our system. Senior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th. Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Zsuzsanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding repairs to her Samsung washer. Ms. [redacted] washer is one of those that...
has been recalled for repair by Samsung. We recommend that Ms. [redacted] follow the instructions posted on Samsung’s web page. As a courtesy we have noted the link below. Samsung has options available to consumers whose washers are noted in the recall. https://pages.samsung.com/us/tlw/index.html Since Ms. [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung. We apologize but we are unable to assist further, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with facts. It does not answer my question. It is a cookie cutter general response. Sorry we did not meet your expectations. Nothing concrete has been done other send me a phony baloney email.
Sincerely,
[redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Installation Management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted].
We apologize again 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] S [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding a car battery purchased from the Sears Auto Center in La Jolla. Prior to...
filing her complaint with the Revdex.com, Ms. [redacted] filed a complaint with our Customer Solutions team on August 10, 2016. Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drain. In order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly tested. If the battery is found to be defective, Sears Auto Center will take the appropriate action. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 5, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that...
many factors resulted in the day of delivering Ms. B[redacted] purchased fried and range. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. B[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that due to a systems error, Ms. B[redacted] was not routed for delivery causing to reschedule her delivery date. It is our understanding that Ms. B[redacted] decided to cancel the order of her range due to being rescheduled. As far as her fridge, our records show that the appliance was delivered on July 03, 2017. Our records also show that she was issued a sales adjustment of $99.00. For any inconvenience this may have caused, we issued Ms. B[redacted] a $50.00 gift card. We ask Ms. B[redacted] to allow 7-14 business days to arrive via [redacted] It is our hope that Ms. B[redacted] purchased fridge will provide her with long term satisfaction. 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience ..
July 11, 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 a recent purchase. ...
We have spoken with [redacted], the manufacturer of Mr. [redacted] weight machine. They informed us that boxes 2 and 3 are identical; they both have the same weights so Mr. [redacted] should have a full set. If Mr. [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed below. 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] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were...
provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[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]
June 22, 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....
It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand how the series of events detailed 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 forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, 2016. Additionally, the gift cards have already been redeemed on a subsequent purchase. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we 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
February 4, 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 a recent...
transaction. On January 19, 2017, and adjustment for $179.99 was processed to Ms. [redacted] account. This leaves her with a balance of $54.77 that we will not be refunding. Ms. [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable charge. The restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms. [redacted] decided she simply did not like the range after it was already in her home installed. In light of the aforementioned information, 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] Specialist, Regulatory Complaints [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears repaired my refrigerator on Oct. 20,2015. So far it seams to be working fine. It only took them a month and a half to fix it.
June 19, 2016 [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. 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] Shoes located at [redacted] email: [redacted] and telphone 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 her order we have decided to issue a full refund of $18.46 back to her [redacted] account ending in [redacted] The credit should post to her account within 3 to 5 business days. Additionally, Ms. [redacted] may either keep or dispose of the shoes to her discretion. In closure, since we have provided a full refund, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:Sears is definitely not doing the right thing!!I feel as though they just said they were either giving me yet another PLASTIC HANDLE which is totally ridiculous and not solving the issue or giving me 100.00 towards a new microwave.( No other choices were given) Why should I have to buy a new microwave they should be held accountable. So, Matilda [redacted], the woman who has been handling this situation told me its not a Sears issue it LG I should go after them. So why is Sears not accountable? I bought it from them and paid my protection plan. Might I also mention I paid this protection plan until 21017. I have all the paperwork too! They were telling me what they were doing and not actually making me happy and doing the right thing. They did ask me to measure the distance and I did reply which was well within the limits. They just say it is cosmetic.... well it is not to me it is clearly a SAFETY ISSUE when the peels from the handle drops in your food. They were to my house many times to replace this handle and clearly is a flaw in the design and many many complaints online with this product as well. I am not satisfied this with this. I should not have to wait for a recall they should step up and do the right thing either a stainless steel handle or they pay for a new microwave.
Sincerely,Lisa [redacted]
Lisa [redacted]
March 3, 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] rebuttal to our response regarding her dissatisfaction with the multiple repairs on her dishwasher, and her request to return for a refund.
Upon receipt of Ms. [redacted] rebuttal stating that the dishwasher had stopped working again, we contacted her and offered her an in-warranty exchange. She accepted the offer and selected another model for the exchange. The exchange has been processed and we advised her that the installer will contact her to schedule the installation date. With that being said, since we have addressed the issue brought forth in Ms. [redacted] rebuttal 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]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9455[redacted] - Gwyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the need to reschedule her service call.
We would first...
like to apologize for the delay in responding to Ms. [redacted] complaint. Some of our complaints were not routed properly internally and it caused a delay in providing a response.
As for the actual issue involving the rescheduled appointment, while we understand that Ms. [redacted] found the situation frustrating, in any business that provides appointments there is always the chance that one might have to be rescheduled. This can be due to many hard to control factors such as a repair taking longer than expected, abnormal traffic, a technician out for illness, and various other reasons. What is not normal though is the fact that Ms. [redacted] was not advised in advance as to what was causing her call to be delayed and we apologize for this. It looks like by about 5:30 PM the day of service it was apparent the technician was not going to be able to run the call as he ended up overbooked. While the technician submitted this information via his hand held unit, the information did not download until the next day. Additionally, since it was after 5:00 pm Pacific time on a Saturday most of the support staff nationwide were no longer available to update the notes or contact the technician to see what the problem was.
With that said, Ms. [redacted] canceled her call so we were never able to actually go out to assess the dryer. We show that a part was sent to her (an element) that had a value of $96.35 with the tax. If she no longer wants to have her dryer fixed, then at the very least we would like to have the part sent back to us because our billing department will send a bill to her to pay for the part. If Ms. [redacted] had someone else complete the repair and use the part, if she could let us know it was installed, then we would be willing to provide a 50% discount on the part cost and only bill her for half of the amount. She can email me at Dana.[redacted]@searshc.com or call me at 512-[redacted] to let me know what the status is of the part and what arrangements could be made so that she would not receive a bill for the full amount. In the interim, since we were unable to discount service as Ms. [redacted] never had the service completed and yet we remain willing to provide some sort of reasonable accommodation, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
August 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Kellen [redacted] - # 9[redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with the customer service at his local Sears Auto Center.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently visited his local auto center. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review. It is our understanding that the Auto Center Manager has tried to contact Mr. [redacted], but Mr. [redacted] does not want to speak with him. Per our protocol, the line of business is the party responsible for addressing a consumer's concerns and if the consumer is unwilling to cooperate, it is impossible to work towards any resolution. At this time, we have documented Mr. [redacted]'s concerns and he is always welcome to call Auto Center Manager Nathan [redacted] at (803) [redacted] to discuss this matter further. In the interim, since it appears that we have reached an impasse with Mr. [redacted], we ask that this matter be closed.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. .
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with her GE range and her...
request for Sears to provide her with a refund. We apologize for the delay in responding to Ms. [redacted] concerns. Her issue really lies with **, the obligor of her warranty. We sold the range and Ms. [redacted] had 30 days in which a refund or exchange was an option. After that time, any issues would be directed to the holder of her warranty. Sears is not an authorized servicer and we did not provide any service on the range. This was arranged through **. If the range is not repairable then it would be [redacted] responsibility to provide Ms. [redacted] with a replacement or refund under the terms of her warranty. Of course if it is repairable, then the warrantor is not obligated to replace or refund it unless there have been an excessive amount of repairs under the warranty. With that said, since we have explained that Ms. [redacted] was past the point where a refund or exchange would have been an option through Sears so she was only entitled to receive a repair under her manufacturer’s warranty and it would have been [redacted] decision on how they wanted to proceed, we have closed our file. 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
[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] rebuttal regarding a vacuum cleaner. Ms. [redacted] provided a sales check showing her vacuum was purchased from Sears on January 10, 2009. In 2009, Sears’ return policy was for 60 days, this means Ms. [redacted] was eligible to receive a refund until approximately March 8, 2009. We are now almost 8 years past the time Ms. [redacted] was eligible to receive a refund, therefore her request for a refund or replacement is denied. That said our file remains 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]
January 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair....
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Although Mr. [redacted] was in the process of having his dishwasher repaired, our escalated customer service group, Customer Solutions, authorized him for a courtesy in-warranty exchange. Our records show that the exchange was processed on January 5, 2017, under sales check [redacted] and the new dishwasher is scheduled for delivery on or about January 10, 2017. Once the new dishwasher has been delivered, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new unit. In the interim, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: [redacted]
October 26,...
2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. We appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted.
On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-order. Our records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few days. With that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
April 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to...
[redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge. Therefore, [redacted] should not have been billed for the repair to his refrigerator. Accordingly, we contacted our Billing Department to request that the outstanding bill of $345.43 be cleared from our system. Senior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th. Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Zsuzsanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding repairs to her Samsung washer. Ms. [redacted] washer is one of those that...
has been recalled for repair by Samsung. We recommend that Ms. [redacted] follow the instructions posted on Samsung’s web page. As a courtesy we have noted the link below. Samsung has options available to consumers whose washers are noted in the recall. https://pages.samsung.com/us/tlw/index.html Since Ms. [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung. We apologize but we are unable to assist further, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with facts. It does not answer my question. It is a cookie cutter general response. Sorry we did not meet your expectations. Nothing concrete has been done other send me a phony baloney email.
Sincerely,
[redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Installation Management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted].
We apologize again 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]