March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of Shop Your Way points offered for her sears.com order It is unfortunate that we failed Ms [redacted] expectations when he recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that on February 19, 2017, 119,points were added to the Shop Your Way Rewards account using the email Ms [redacted] mentions Ms [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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] ***
September 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Julie T [redacted] Dear [redacted] We have completed the investigation of MsT***’s rebuttal to the response we provided regarding her dissatisfaction that her washer failed again with the same issue it was repaired for years ago; and her request for service at no charge We have MsT***’s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over years ago and the washer no longer has any coverageWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionMsT [redacted] did purchase a year extended warranty that expired on April 26, 2017, and she did not renew it As previously mentioned, we offered MsT [redacted] service on her washer with a Sears technician and we would cover the diagnostic and labor charges; and MsT [redacted] would be responsible for any parts neededMsT [redacted] accepted the offer and service was scheduled; however, on September 15, MsT [redacted] contacted us and cancelled serviceShe stated that it would be less challenging for her to just go out and purchase a new appliance As far as MsT***’s concern that the same model washer that she purchased years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer modelsWith that being said, since we have addressed the issue brought forth in MsT***’s rebuttal, we have closed our file We 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 mealso would like to say that the repairman [redacted] Sears # [redacted] was a true professional in his work and knew his job please send along to his supervisor a job well done unlike the previous encounters with customer service which were not professional at all this man was what sears people should be about courteous and kind and a true professional and represented the sears company well Sincerely, [redacted] ***
Complaint: I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shedHe has order another motor which is sitting in my shedHe have admitted to that he doesn't know what he is doingThat's when I realize MrGary is wasting my time and hisI call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they haveThat's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressorWhy do Sear keep sending him out here to more damage to my compressorThis is why I refuse him,because he told me himself he doesn't know what's wrong with itHe would practically spend half the day with me trying to work on it, to no avail Sincerely, Willie ***
January 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bonnie S*** Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request for a refund of a replacement order After reviewing the notes in the order, we found that Sears Online issued a refund on December 29, For Ms [redacted] records the return receipt number [redacted] and [redacted] The refund was issued back to the same form of payment originally used on the orderCredit normally posts within to business days to the account or it is dependent upon the financial institutionSince a 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request to receive the remaining refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we show that a refund of $was issued on May 11, A refund of $was issued on June 11, 2016, leaving a remaining balance of $Therefore, Sears Online processed the remaining balance on June 14, 2016, under return receipt number [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Vincent O [redacted] # [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint concerning his local Sears Optical Melissa H***, Escalation Specialist for [redacted] Retail, our business partner in operating the optical location referenced in MrO [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of MrO [redacted] complaint filed with your officeWe are sorry that MrO [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical at the [redacted] Mall in New Jersey, NJ Please be advised that this Sears Optical is operated by [redacted] Inc., as the licensee of Sears Holdings DrAllan M [redacted] an independent doctor of optometry, subleases space from Sears Optical in the [redacted] Mall He is responsible for his own practice Since DrM [redacted] is not employed by Sears Optical, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding MrO [redacted] concerns to DrM [redacted] If MrO [redacted] requires further assistance, DrM [redacted] can be contacted at ( [redacted] or reached by mail at: DrAllan M [redacted] ** Thank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Escalation Specialist We apologize to MrO [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: When you purchase an item for a father's day present you can't give it early Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Vicki S H [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of the promised concession to keep her delivered appliances.After reviewing MsH [redacted] complaint and our records, we contacted our delivery department to archive the order in questionOnce completed, we were able to confirm that on October 02, MsH [redacted] was issued 200,in SYRW pointsSince we were able to confirm that MsH [redacted] was issued the promised concession, no exchange will be processedIt is our hope that MsH [redacted] purchased appliances will provide her with long term satisfactionAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
August 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Sarah [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order and request for an exchange It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we show that Sears Online processed a return label for her to return the product for a refundAgain, once the incorrect item is returned, Sears would issue a full refundIf Ms [redacted] chose to then she could place a new order to receive the itemWe hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact Sears OnlineIn 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
January 26, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] rebuttal regarding Sears Duct CleaningSince receiving Mr [redacted] rebuttal complaint on January 16, 2017, several attempts have been made to contact him to discuss his concerns Dallas Branch Manager Barry has left several messages asking for a call back, but has not received a response to dateWe value Mr [redacted] patronage and we are very anxious to address the issues brought forth in his complaint; therefore, we ask that he call Mr [redacted] at [redacted] at his convenience if he requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 22, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the day of delivering Ms [redacted] purchased mattress setWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possible So while we understand Ms [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 [redacted] complaint, we contacted our delivery department to conduct an audit on the order in questionOnce completed, we were able to determine that due to the manufacture not being able to fill Ms [redacted] order, her delivery was rescheduled on several occasions and we apologize for thisOur records also show that unfortunately Ms [redacted] decided to cancel her entire orderIt is our hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
November 6, [redacted] ** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted] complaint and apologize that he has had issues with his microwave We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave Because we value [redacted] patronage, we have processed a $gift card so that [redacted] can purchase either this microwave again which is currently $on sears.com or another microwave of his choosing The gift card will be sent to his email address listed on this complaint and will be received within 2-business days That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns[redacted]
July 25, [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 It is unfortunate that we failed Mr [redacted] s expectations when he attempted to resolve the issue with his first orderWe value Mr [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe 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 avertedAfter reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelledUnfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” buttonHowever, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears storeWe checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructionsMr [redacted] will need to follow the outlined instructions to retrieve his packageAdditionally, 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 uponAgain, Mr [redacted] will need to make the return for a full refund once he received his orderIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I was in Texas attending to my year old mother when the day return policy expired at Sears I could not possibly be two places at the same time: (1)watching the patio furniture for days to insure I was within Sears return policy window should there be a problem with it and (2)attending to my motherSomewhere between two weeks and six weeks (the time I was away form the patio furniture) the finish failed on the furniture; an issue that has gone without consideration from SearsHow could a quality product break down so quickly? Upon my return to Connecticut I notified Sears immediately about the problem and began to seek a resolution For Sears to tell me that I had passed their day return policy and have had the furniture for some time and will have to rely on the manufacturer warranty is absurd I have been a loyal Sears customer for over yearsThis is very disappointing and not at all what I expect from Sears They obviously care more about their day return policy than a long standing customer's unavoidable family circumstanceIf Sears is not going to stand behind a product they sale I will cancel my Sears credit card and do business elsewhere Sincerely, [redacted] ***
February 12, [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 with our customer service and non-receipt of a refund for an item he returned to sears.com It 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, we have reviewed our records and confirmed that a refund of $1,was issued to Mr [redacted] on January 14, 2016, and the remaining balance of $was issued to his [redacted] account ending in [redacted] *n January 18, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] 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] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to me if not satisfactoryI hope they discover how to avoid something like this happening to another customer Sincerely, Dustin ***
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his missing refund According to our local Auto Center Manager, both sets of tires, but Mr [redacted] called to say he wanted to cancel the orderThat said, a full refund has been issued to Mr [redacted] accountWe apologize for the delay and ask that he allow 3-business days for it to reflect on his accountSince we have made Mr [redacted] whole, we have closed our file We 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 [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) At this point my wife and I are now some-what satisfied with our machine being fixedEven tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phoneWe are happy to be at home washing our laundry and having life back to as beforeThank you Revdex.com for acting on our behalfWe really appreciate your businessAs for my wife and I, this issue is now complete
January 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed Upon receipt of Ms [redacted] complaint we reached out to [redacted] , Auto Center Manager at Store ***, to assist with her complaintMr [redacted] confirmed that Ms [redacted] brought in her vehicle because it had trouble startingThe technician assessed the vehicle and found the low voltage in batteryHe proceeded to test the electrical and found the alternator was not chargingAs clarification, a bad alternator will cause the battery to drainAlso, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumerDuring the inspection, the technician found that the engine had a misfire and wasn't running smoothWe would like to note that the misfiring issue is not related to the charging systemThe technician documented on the work order that a tuwas needed to fix the misfiring issue; a tuis needed every 30k miles based on manufacture’s recommendationsMs [redacted] was informed about the bad alternator and recharging the battery; and she approved the repairRegrettably, Ms [redacted] was not informed that the vehicle also needed a tune-up When the repair was completed, the engine would crank but it still would not startMs [redacted] was informed that the technician had recommended a tune-upShe was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long timeSince we had failed to inform Ms [redacted] about the recommended tuwhen she approved the initial estimate, Mr [redacted] offered the tuat a 50% discount; Ms [redacted] approved the tuon her vehicleMr [redacted] monitored the tuand noticed that the spark plugs were extremely worn outUnfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specificationsA manifold was ordered and replaced at no charge to Ms***When the tune up was completed the vehicle still had a problem starting Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weakenDue to the inconvenience caused by the cracked manifold issue, Mr [redacted] authorized to replace the battery at no additional charge to Ms***After installing the battery, the vehicle would start but only after several attemptsMs [redacted] made it clear that she could not invest any more moneyMr [redacted] stated that they ran a live data with a Snscan tool and it had the correct fuel pressure and fuel trim, all within specificationsThe technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr [redacted] recommended that Ms***er take the vehicle to the dealer to fix the electrical issue At this point, Ms [redacted] has been charged for the replacement of the alternator and the tu(at a discounted price), which were both definitely needed and she approvedThe battery was provided at no charge for the huge inconvenience of the manifolds crackingMr [redacted] communicated to Mr [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came inAs far as Mrs [redacted] request for a refund is concerned, we did not find that this was warrantedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] [redacted] @searshc.com
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of Shop Your Way points offered for her sears.com order It is unfortunate that we failed Ms [redacted] expectations when he recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that on February 19, 2017, 119,points were added to the Shop Your Way Rewards account using the email Ms [redacted] mentions Ms [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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] ***
September 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Julie T [redacted] Dear [redacted] We have completed the investigation of MsT***’s rebuttal to the response we provided regarding her dissatisfaction that her washer failed again with the same issue it was repaired for years ago; and her request for service at no charge We have MsT***’s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over years ago and the washer no longer has any coverageWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionMsT [redacted] did purchase a year extended warranty that expired on April 26, 2017, and she did not renew it As previously mentioned, we offered MsT [redacted] service on her washer with a Sears technician and we would cover the diagnostic and labor charges; and MsT [redacted] would be responsible for any parts neededMsT [redacted] accepted the offer and service was scheduled; however, on September 15, MsT [redacted] contacted us and cancelled serviceShe stated that it would be less challenging for her to just go out and purchase a new appliance As far as MsT***’s concern that the same model washer that she purchased years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer modelsWith that being said, since we have addressed the issue brought forth in MsT***’s rebuttal, we have closed our file We 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 mealso would like to say that the repairman [redacted] Sears # [redacted] was a true professional in his work and knew his job please send along to his supervisor a job well done unlike the previous encounters with customer service which were not professional at all this man was what sears people should be about courteous and kind and a true professional and represented the sears company well Sincerely, [redacted] ***
Complaint: I am rejecting this response because:Sears technician been to my home at least five times,he would order different parts to try to fix my air compressor.I would receive parts from pump to bolts and screws to a switch and a motor which he knocked the power out in my shedHe has order another motor which is sitting in my shedHe have admitted to that he doesn't know what he is doingThat's when I realize MrGary is wasting my time and hisI call Sears asking them to send another technician out to my home and I was told by Jennifer Jastrowski he's the only technician they have, I can't believe large as Sears are that's the only technician they haveThat's all I ask of Sears is to send another technician to my home not Mr.Gary to fix my compressorWhy do Sear keep sending him out here to more damage to my compressorThis is why I refuse him,because he told me himself he doesn't know what's wrong with itHe would practically spend half the day with me trying to work on it, to no avail Sincerely, Willie ***
January 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bonnie S*** Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request for a refund of a replacement order After reviewing the notes in the order, we found that Sears Online issued a refund on December 29, For Ms [redacted] records the return receipt number [redacted] and [redacted] The refund was issued back to the same form of payment originally used on the orderCredit normally posts within to business days to the account or it is dependent upon the financial institutionSince a 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request to receive the remaining refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we show that a refund of $was issued on May 11, A refund of $was issued on June 11, 2016, leaving a remaining balance of $Therefore, Sears Online processed the remaining balance on June 14, 2016, under return receipt number [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Vincent O [redacted] # [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint concerning his local Sears Optical Melissa H***, Escalation Specialist for [redacted] Retail, our business partner in operating the optical location referenced in MrO [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of MrO [redacted] complaint filed with your officeWe are sorry that MrO [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical at the [redacted] Mall in New Jersey, NJ Please be advised that this Sears Optical is operated by [redacted] Inc., as the licensee of Sears Holdings DrAllan M [redacted] an independent doctor of optometry, subleases space from Sears Optical in the [redacted] Mall He is responsible for his own practice Since DrM [redacted] is not employed by Sears Optical, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding MrO [redacted] concerns to DrM [redacted] If MrO [redacted] requires further assistance, DrM [redacted] can be contacted at ( [redacted] or reached by mail at: DrAllan M [redacted] ** Thank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Escalation Specialist We apologize to MrO [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: When you purchase an item for a father's day present you can't give it early Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Vicki S H [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of the promised concession to keep her delivered appliances.After reviewing MsH [redacted] complaint and our records, we contacted our delivery department to archive the order in questionOnce completed, we were able to confirm that on October 02, MsH [redacted] was issued 200,in SYRW pointsSince we were able to confirm that MsH [redacted] was issued the promised concession, no exchange will be processedIt is our hope that MsH [redacted] purchased appliances will provide her with long term satisfactionAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
August 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Sarah [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order and request for an exchange It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we show that Sears Online processed a return label for her to return the product for a refundAgain, once the incorrect item is returned, Sears would issue a full refundIf Ms [redacted] chose to then she could place a new order to receive the itemWe hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact Sears OnlineIn 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
January 26, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] rebuttal regarding Sears Duct CleaningSince receiving Mr [redacted] rebuttal complaint on January 16, 2017, several attempts have been made to contact him to discuss his concerns Dallas Branch Manager Barry has left several messages asking for a call back, but has not received a response to dateWe value Mr [redacted] patronage and we are very anxious to address the issues brought forth in his complaint; therefore, we ask that he call Mr [redacted] at [redacted] at his convenience if he requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 22, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the day of delivering Ms [redacted] purchased mattress setWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possible So while we understand Ms [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 [redacted] complaint, we contacted our delivery department to conduct an audit on the order in questionOnce completed, we were able to determine that due to the manufacture not being able to fill Ms [redacted] order, her delivery was rescheduled on several occasions and we apologize for thisOur records also show that unfortunately Ms [redacted] decided to cancel her entire orderIt is our hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
November 6, [redacted] ** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted] complaint and apologize that he has had issues with his microwave We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave Because we value [redacted] patronage, we have processed a $gift card so that [redacted] can purchase either this microwave again which is currently $on sears.com or another microwave of his choosing The gift card will be sent to his email address listed on this complaint and will be received within 2-business days That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns[redacted]
July 25, [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 It is unfortunate that we failed Mr [redacted] s expectations when he attempted to resolve the issue with his first orderWe value Mr [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe 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 avertedAfter reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelledUnfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” buttonHowever, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears storeWe checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructionsMr [redacted] will need to follow the outlined instructions to retrieve his packageAdditionally, 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 uponAgain, Mr [redacted] will need to make the return for a full refund once he received his orderIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I was in Texas attending to my year old mother when the day return policy expired at Sears I could not possibly be two places at the same time: (1)watching the patio furniture for days to insure I was within Sears return policy window should there be a problem with it and (2)attending to my motherSomewhere between two weeks and six weeks (the time I was away form the patio furniture) the finish failed on the furniture; an issue that has gone without consideration from SearsHow could a quality product break down so quickly? Upon my return to Connecticut I notified Sears immediately about the problem and began to seek a resolution For Sears to tell me that I had passed their day return policy and have had the furniture for some time and will have to rely on the manufacturer warranty is absurd I have been a loyal Sears customer for over yearsThis is very disappointing and not at all what I expect from Sears They obviously care more about their day return policy than a long standing customer's unavoidable family circumstanceIf Sears is not going to stand behind a product they sale I will cancel my Sears credit card and do business elsewhere Sincerely, [redacted] ***
February 12, [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 with our customer service and non-receipt of a refund for an item he returned to sears.com It 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, we have reviewed our records and confirmed that a refund of $1,was issued to Mr [redacted] on January 14, 2016, and the remaining balance of $was issued to his [redacted] account ending in [redacted] *n January 18, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] 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] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to me if not satisfactoryI hope they discover how to avoid something like this happening to another customer Sincerely, Dustin ***
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his missing refund According to our local Auto Center Manager, both sets of tires, but Mr [redacted] called to say he wanted to cancel the orderThat said, a full refund has been issued to Mr [redacted] accountWe apologize for the delay and ask that he allow 3-business days for it to reflect on his accountSince we have made Mr [redacted] whole, we have closed our file We 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 [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) At this point my wife and I are now some-what satisfied with our machine being fixedEven tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phoneWe are happy to be at home washing our laundry and having life back to as beforeThank you Revdex.com for acting on our behalfWe really appreciate your businessAs for my wife and I, this issue is now complete
January 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed Upon receipt of Ms [redacted] complaint we reached out to [redacted] , Auto Center Manager at Store ***, to assist with her complaintMr [redacted] confirmed that Ms [redacted] brought in her vehicle because it had trouble startingThe technician assessed the vehicle and found the low voltage in batteryHe proceeded to test the electrical and found the alternator was not chargingAs clarification, a bad alternator will cause the battery to drainAlso, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumerDuring the inspection, the technician found that the engine had a misfire and wasn't running smoothWe would like to note that the misfiring issue is not related to the charging systemThe technician documented on the work order that a tuwas needed to fix the misfiring issue; a tuis needed every 30k miles based on manufacture’s recommendationsMs [redacted] was informed about the bad alternator and recharging the battery; and she approved the repairRegrettably, Ms [redacted] was not informed that the vehicle also needed a tune-up When the repair was completed, the engine would crank but it still would not startMs [redacted] was informed that the technician had recommended a tune-upShe was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long timeSince we had failed to inform Ms [redacted] about the recommended tuwhen she approved the initial estimate, Mr [redacted] offered the tuat a 50% discount; Ms [redacted] approved the tuon her vehicleMr [redacted] monitored the tuand noticed that the spark plugs were extremely worn outUnfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specificationsA manifold was ordered and replaced at no charge to Ms***When the tune up was completed the vehicle still had a problem starting Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weakenDue to the inconvenience caused by the cracked manifold issue, Mr [redacted] authorized to replace the battery at no additional charge to Ms***After installing the battery, the vehicle would start but only after several attemptsMs [redacted] made it clear that she could not invest any more moneyMr [redacted] stated that they ran a live data with a Snscan tool and it had the correct fuel pressure and fuel trim, all within specificationsThe technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr [redacted] recommended that Ms***er take the vehicle to the dealer to fix the electrical issue At this point, Ms [redacted] has been charged for the replacement of the alternator and the tu(at a discounted price), which were both definitely needed and she approvedThe battery was provided at no charge for the huge inconvenience of the manifolds crackingMr [redacted] communicated to Mr [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came inAs far as Mrs [redacted] request for a refund is concerned, we did not find that this was warrantedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] [redacted] @searshc.com