December 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request to cancel his order for a refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to cancel his orderWe can only apologize for any inconvenience Mr [redacted] may have experienced and can assure that his concerns have been forwarded to management for reviewIt should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processedOrders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return itSince the order was processed the merchandise shipped to Mr [redacted] and was delivered on November 22, Since we have confirmed that [redacted] delivered the merchandise, Mr [redacted] will need to return the product to his local Sears store for a full refundThe nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately minutes away or milesIf Mr [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted] Mr [redacted] should receive this label via email shortlyAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we respectfully ask to have this matter closed, pending Mr [redacted] to return his product either by shipping the product back or by returning to his local Sears store 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: I am rejecting this response because the person that called me on February 10th was disrespectful Please submit in writing why your company failed to proceed with the report Also, why did I receive a bill I provided a payment to the technician and I have a receipt It appears that Sears Home Services needs to re-visit their tehnician's services and billing services as well Sincerely, Claudia [redacted]
Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] July 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Joy H [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding the service calls she had on her dryer while she still has a problem with it From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warpedSince the repair costs outweighed the cost of the unit, our estimate was declined and Ms [redacted] only paid our minimum trip/diagnostic fee of $On our previous visits, we first found the vent was restricted and collected $for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last callSince it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $while leaving the last fee stand as we feel at least one trip/diagnostic fee is owedThe refund for $is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-weeksIn the interim, since we have provided Ms [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
September 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94566281-Audrey [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her washer As clarification, Ms [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacementMs [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, as a courtesyThe new washer was delivered on August 29, according to our records We want to point out that reimbursement for laundry expenses is not a proviso of the MPATo date, Ms [redacted] has received $in laundry reimbursement and $worth of points were added to her SYWR account on August 25, As a final courtesy, we will send a check for another $We do not find Ms [redacted] request to receive $reimbursement o to be a reasonable one and we are not obligated to grant it as noted aboveThis final check should arrive within 7-business daysIn 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Joe H [redacted]
December 15, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] ***Dear Ms [redacted] ,We have reviewed Ms***’ rebuttal complaint regarding her online order and non-receipt of a refund gift card.After reviewing Ms [redacted] rebuttal, we sent an email correspondence to her to verify her address before we proceededWe also wanted to confirm whether or not she had received the gift card between the time she filed her complaint and nowOn December 14, 2015, Ms [redacted] replied to our email and advised that she had finally received the gift card that dayIt is unfortunate that we failed her expectations as we value her patronage and we truly regret any inconvenience she may have experiencedIn the interim, we have noted Ms***’ concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction that the tractor failed too soon and the multiple repair attempts We apologize that Mr [redacted] tractor failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service orders and the notes related to the tractorAccording to our records, the most recent repair was completed on May 17, and the technician replaced the engineWe contacted Mr [redacted] to follow up on the tractor performance after the repair was completedMr [redacted] confirmed that he has not had the opportunity to use the tractor since the final repairMr [redacted] mentioned that he will not return to the area until November He will contact us if he continues to have an issue with the tractorWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and his request to cancel his sears.com tire orderIt is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, an email was sent to Mr [redacted] on December 26, 2016, to inform him that a refund of $was issued to his [redacted] ending in [redacted] on the same date Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
I don't agree that I was well outside the day returndays to be exactI used th stroller on my vacation that I had returned from on the thI flew the stroller all the way home to return to Kmart.The item I was returning was stroller not a lawn mowerAnother example of great customer serviceI understand that I can contact summer for manufacture issuesHowever I would expect that Kmart whom sold the product would like to make returns easy for customersThis is also not the first issue that I have had with KmartI would like a refundI can't believe that this cooperation is making such an issue over 50$To provide customer service Complaint: [redacted] I am rejecting this response because: Sincerely, Josie ***
Complaint: [redacted] I am rejecting this response because: [redacted] instead of properly investigating she has neither spoke to any of the three sears employees that I spoke to or my mother and daughter whom are all witnesses to the facts [redacted] has just denied my claim and I haven't heard anything else from her all emails and messages haven't been answered Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Mistie [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 Our records indicate that Ms [redacted] 's placed an order with several Third Party Marketplace vendors ( [redacted] e.com, [redacted] , and The [redacted] Home) on May 28, We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] 's 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we confirmed that the Executive Member Support team, Sears' escalated complaint department issued a full refund for the entire order on September 1, For Ms [redacted] 's records the refund receipt numbers are for $and for $which is a total of $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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bianca [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this orderAfter reviewing the notes in the order we found that a refund of $was credited back on September 2, 2016, under return receipt number [redacted] A refund of $was credited on September 3, 2016, under return receipt number [redacted] The remaining $refund is currently being researched by the Gift Card teamOnce the gift card team completes the research, Ms [redacted] will be updatedAdditionally, we show that a $Gift Card concession was issued on September 2, We can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: [redacted] is lyingShe was not their when this incident took placeAt no time did the auto center manager explain that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryIf Ms [redacted] would like to have her battery retested, she can contact Auto Center ManagerThis information was never discussedSo I am questioning why [redacted] is going so far in this complaint to LYE!LETS ME BE VERY CLEfamily and I will no longer be doing business with you establishment; as you continue to close stores nationwideI sincerely hope a battery was worth losing a lifelong consumerI will continue to advise my family, friends and co workers and anyone else I come into contact with no boycott your establishmentYou have let me know that myself and my daughters safety is not a concern of you companyGood day! LETS ME BE VERY CLEAR-MYSELF NOR MY FAMILY WILL EVER BE DOING BUSINESS WITH YOUR ESTABLISHMENTI SINCERELY HOPE THAT BATTERY WAS WORTH LOSING LIFE LONG CUSTOMERSI WILL ADVISE EVERY PERSON I KNOW TO DISCONTINUE BUSINESS WITH SEARS IMMEDIATLY 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 currently Sincerely, [redacted]
September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * Carol B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] rebuttal to the response we provided regarding her dissatisfaction that the glass on the oven door of her range was damaged by grease after using the self-cleaning function We have MsB***’ rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, if the oven is not wiped down with soap and water prior to using the self-cleaning function, the grease can go towards the door, seal and the ventsThe manual states that prior to using the self-cleaning function, clean any soil from the oven frame, the door liner outside the oven door gasket, and small area at the front center of the oven bottomClean using soap and water prior to starting Self CleanRemove any excessive spillsMsB [redacted] confirmed on her response that there was a small amount of grease inside the oven While we understand that she was dissatisfied that the sales associate did not address the self-cleaning function, the fact remains that it is the consumer’s responsibility to review the manual prior to useWe are willing to cover the cost of the replacement glass for the oven door by a Sears technicianHowever, MsB [redacted] would be responsible for the labor cost of $We feel that our offer is more than reasonable considering that this is not covered by the manufacturer’s warrantyWe would like to note that our offer expired on August 28, It is not our intention to alienate customers when they have an atypical experienceTherefore, if MsB [redacted] would like to accept the offer, she can contact me at [redacted] or email me at [redacted] on or before September 21, With that being said, since we have addressed the issue brought forth in MsB [redacted] rebuttal, we have closed our file Again, we apologize to MsB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Terina T***
June 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his washer repair and his request to have the unit replaced First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer While we empathize with Mr [redacted] , he does not qualify for a replacement washer As clarification, the Service Smart Agreement (SSA) that Mr [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $per repair; there is no limitation on the number of repairs It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $for the repair of the appliance or accept $in credit (maximum amount allowed) towards a replacement from Sears However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract In Mr [redacted] case, no repair exceeded $nor did a Sears technician deem his washer un-repairable The second and last repair was completed on June 20, While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks This is in addition to the $in Shop Your Way Reward points Mr [redacted] was provided on June 8, 2016, by Protection Agreement departmentIn summary, since we have explained why Mr [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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
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, Stephen & Au F*
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] complaint regarding her request to receive new tires at no cost under the terms of the manufacturer’s warranty It is unfortunate that we failed [redacted] expectations when she recently visited Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns were forwarded to management for review and as a result of this action, [redacted] Manager for Sears Auto Center number [redacted] informed us that a member of his team spoke with [redacted] in reference to his concerns [redacted] returned to Sears Auto Center and received new tires under the terms of his manufacturer’s warranty, as requested At this time, we can only reiterate that we truly regret any misinformation or inconvenience [redacted] may have experienced We hope that in the future they will allow us the opportunity to provide them with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request to cancel his order for a refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to cancel his orderWe can only apologize for any inconvenience Mr [redacted] may have experienced and can assure that his concerns have been forwarded to management for reviewIt should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processedOrders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return itSince the order was processed the merchandise shipped to Mr [redacted] and was delivered on November 22, Since we have confirmed that [redacted] delivered the merchandise, Mr [redacted] will need to return the product to his local Sears store for a full refundThe nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately minutes away or milesIf Mr [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted] Mr [redacted] should receive this label via email shortlyAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we respectfully ask to have this matter closed, pending Mr [redacted] to return his product either by shipping the product back or by returning to his local Sears store 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: I am rejecting this response because the person that called me on February 10th was disrespectful Please submit in writing why your company failed to proceed with the report Also, why did I receive a bill I provided a payment to the technician and I have a receipt It appears that Sears Home Services needs to re-visit their tehnician's services and billing services as well Sincerely, Claudia [redacted]
Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] July 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Joy H [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding the service calls she had on her dryer while she still has a problem with it From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warpedSince the repair costs outweighed the cost of the unit, our estimate was declined and Ms [redacted] only paid our minimum trip/diagnostic fee of $On our previous visits, we first found the vent was restricted and collected $for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last callSince it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $while leaving the last fee stand as we feel at least one trip/diagnostic fee is owedThe refund for $is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-weeksIn the interim, since we have provided Ms [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
September 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94566281-Audrey [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her washer As clarification, Ms [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacementMs [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, as a courtesyThe new washer was delivered on August 29, according to our records We want to point out that reimbursement for laundry expenses is not a proviso of the MPATo date, Ms [redacted] has received $in laundry reimbursement and $worth of points were added to her SYWR account on August 25, As a final courtesy, we will send a check for another $We do not find Ms [redacted] request to receive $reimbursement o to be a reasonable one and we are not obligated to grant it as noted aboveThis final check should arrive within 7-business daysIn 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Joe H [redacted]
December 15, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] ***Dear Ms [redacted] ,We have reviewed Ms***’ rebuttal complaint regarding her online order and non-receipt of a refund gift card.After reviewing Ms [redacted] rebuttal, we sent an email correspondence to her to verify her address before we proceededWe also wanted to confirm whether or not she had received the gift card between the time she filed her complaint and nowOn December 14, 2015, Ms [redacted] replied to our email and advised that she had finally received the gift card that dayIt is unfortunate that we failed her expectations as we value her patronage and we truly regret any inconvenience she may have experiencedIn the interim, we have noted Ms***’ concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction that the tractor failed too soon and the multiple repair attempts We apologize that Mr [redacted] tractor failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service orders and the notes related to the tractorAccording to our records, the most recent repair was completed on May 17, and the technician replaced the engineWe contacted Mr [redacted] to follow up on the tractor performance after the repair was completedMr [redacted] confirmed that he has not had the opportunity to use the tractor since the final repairMr [redacted] mentioned that he will not return to the area until November He will contact us if he continues to have an issue with the tractorWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and his request to cancel his sears.com tire orderIt is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, an email was sent to Mr [redacted] on December 26, 2016, to inform him that a refund of $was issued to his [redacted] ending in [redacted] on the same date Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
I don't agree that I was well outside the day returndays to be exactI used th stroller on my vacation that I had returned from on the thI flew the stroller all the way home to return to Kmart.The item I was returning was stroller not a lawn mowerAnother example of great customer serviceI understand that I can contact summer for manufacture issuesHowever I would expect that Kmart whom sold the product would like to make returns easy for customersThis is also not the first issue that I have had with KmartI would like a refundI can't believe that this cooperation is making such an issue over 50$To provide customer service Complaint: [redacted] I am rejecting this response because: Sincerely, Josie ***
Complaint: [redacted] I am rejecting this response because: [redacted] instead of properly investigating she has neither spoke to any of the three sears employees that I spoke to or my mother and daughter whom are all witnesses to the facts [redacted] has just denied my claim and I haven't heard anything else from her all emails and messages haven't been answered Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Mistie [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 Our records indicate that Ms [redacted] 's placed an order with several Third Party Marketplace vendors ( [redacted] e.com, [redacted] , and The [redacted] Home) on May 28, We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] 's 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we confirmed that the Executive Member Support team, Sears' escalated complaint department issued a full refund for the entire order on September 1, For Ms [redacted] 's records the refund receipt numbers are for $and for $which is a total of $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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I have received the credit of $Thanks
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bianca [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this orderAfter reviewing the notes in the order we found that a refund of $was credited back on September 2, 2016, under return receipt number [redacted] A refund of $was credited on September 3, 2016, under return receipt number [redacted] The remaining $refund is currently being researched by the Gift Card teamOnce the gift card team completes the research, Ms [redacted] will be updatedAdditionally, we show that a $Gift Card concession was issued on September 2, We can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: [redacted] is lyingShe was not their when this incident took placeAt no time did the auto center manager explain that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryIf Ms [redacted] would like to have her battery retested, she can contact Auto Center ManagerThis information was never discussedSo I am questioning why [redacted] is going so far in this complaint to LYE!LETS ME BE VERY CLEfamily and I will no longer be doing business with you establishment; as you continue to close stores nationwideI sincerely hope a battery was worth losing a lifelong consumerI will continue to advise my family, friends and co workers and anyone else I come into contact with no boycott your establishmentYou have let me know that myself and my daughters safety is not a concern of you companyGood day! LETS ME BE VERY CLEAR-MYSELF NOR MY FAMILY WILL EVER BE DOING BUSINESS WITH YOUR ESTABLISHMENTI SINCERELY HOPE THAT BATTERY WAS WORTH LOSING LIFE LONG CUSTOMERSI WILL ADVISE EVERY PERSON I KNOW TO DISCONTINUE BUSINESS WITH SEARS IMMEDIATLY 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 currently Sincerely, [redacted]
September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * Carol B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] rebuttal to the response we provided regarding her dissatisfaction that the glass on the oven door of her range was damaged by grease after using the self-cleaning function We have MsB***’ rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, if the oven is not wiped down with soap and water prior to using the self-cleaning function, the grease can go towards the door, seal and the ventsThe manual states that prior to using the self-cleaning function, clean any soil from the oven frame, the door liner outside the oven door gasket, and small area at the front center of the oven bottomClean using soap and water prior to starting Self CleanRemove any excessive spillsMsB [redacted] confirmed on her response that there was a small amount of grease inside the oven While we understand that she was dissatisfied that the sales associate did not address the self-cleaning function, the fact remains that it is the consumer’s responsibility to review the manual prior to useWe are willing to cover the cost of the replacement glass for the oven door by a Sears technicianHowever, MsB [redacted] would be responsible for the labor cost of $We feel that our offer is more than reasonable considering that this is not covered by the manufacturer’s warrantyWe would like to note that our offer expired on August 28, It is not our intention to alienate customers when they have an atypical experienceTherefore, if MsB [redacted] would like to accept the offer, she can contact me at [redacted] or email me at [redacted] on or before September 21, With that being said, since we have addressed the issue brought forth in MsB [redacted] rebuttal, we have closed our file Again, we apologize to MsB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Terina T***
June 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his washer repair and his request to have the unit replaced First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer While we empathize with Mr [redacted] , he does not qualify for a replacement washer As clarification, the Service Smart Agreement (SSA) that Mr [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $per repair; there is no limitation on the number of repairs It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $for the repair of the appliance or accept $in credit (maximum amount allowed) towards a replacement from Sears However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract In Mr [redacted] case, no repair exceeded $nor did a Sears technician deem his washer un-repairable The second and last repair was completed on June 20, While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks This is in addition to the $in Shop Your Way Reward points Mr [redacted] was provided on June 8, 2016, by Protection Agreement departmentIn summary, since we have explained why Mr [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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
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, Stephen & Au F
*
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] complaint regarding her request to receive new tires at no cost under the terms of the manufacturer’s warranty It is unfortunate that we failed [redacted] expectations when she recently visited Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns were forwarded to management for review and as a result of this action, [redacted] Manager for Sears Auto Center number [redacted] informed us that a member of his team spoke with [redacted] in reference to his concerns [redacted] returned to Sears Auto Center and received new tires under the terms of his manufacturer’s warranty, as requested At this time, we can only reiterate that we truly regret any misinformation or inconvenience [redacted] may have experienced We hope that in the future they will allow us the opportunity to provide them with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***