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]
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: When you purchase an item for a father's day present you can't give it early Sincerely, [redacted]
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] ***
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] ***
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
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] ***
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, Susan [redacted] Finally I got a rapid response and great service from the technicianThank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the calls
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - George [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his Kenmore washer and his request to receive a replacement It is important to note that the Master Protection Agreement states that a replacement will be authorized if we are unable to repair the product due to unavailable functional partsThe No Lemon Guarantee states: NO LEMON GUARANTEEIn accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallMr [redacted] has had no mechanical faliures of this washer Mr [redacted] has a Top Loading High Efficiency Low-water washerWhile the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA washer is a piece of mechanical equipment that requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of Mr [redacted] owner’s manualThere is also a Troubleshooting section in his owner’s manual that specifically addresses the issues Mr [redacted] is experiencing and all are customer usage issues With that being said Mr [redacted] is correct that there have been several service orders in the last days all have been customer instruction issuesIt was found that Mr [redacted] has been over loading his washer and using too much soapIt is important to note that Mr [redacted] has been instructed to use only High Efficiency Low Sudsing laundry soap which again is listed in his owner’s manualOur service technicians have found no mechanical failures with the washer despite multiple diagnosticsIt was also found that the machine has an excess of suds buildup on its components this is due to not using High Efficiency Low Sudsing laundry soapNot only will improper soap usage cause buildup on the components of the washer but it will also leave undissolved soap on the clothes which is the white residue Mr [redacted] is seeingIt is our conclusions that if Mr [redacted] continues to use the incorrect soap as well as incorrect loading he will continue to see the same problemsWe recommend that Mr [redacted] follow the instruction regarding the monthly cleaning and maintenance for his washer that is listed in his owner’s manual starting on page Depending on how long the washer has been run without the monthly maintenance and the improper soap it can take several washer cleaning cycles before all the buildup is dissolved Since we have explained that Mr [redacted] washer issues are due to his improper use as stated in his owner’s manual we will not be honoring his request for a replacement and have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.com
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] ***
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
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 ***
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]
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
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
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
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 12010041- Brad Wolff Dear MsVirghes: We have completed the investigation of MrWolff’s complaint regarding his ratchetWhile our website page and any information related to the Evolv tool line clearly notes that a receipt is required to receive any fulfillment of the warranty, we appreciate MrWolff’s patronage and we are willing to send him a replacement piece free of charge as a courtesyAll MrWolff needs to do is respond to the voicemail that has been left for him todayIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to MrWolff and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired As clarification, Kmart does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyWe investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptions”Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the shoes on April 10, and attempted to return the purchase on May 14, 2016, she was clearly over our day return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request Again, 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]
August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent service experience and request for a full refund of the repair fee We would first like to apologize for any inconvenience MsK [redacted] may have experienced with her washerAfter reviewing the service history, we show she initially contacted Sears for repair on July 10, Since the washer did not have a warranty or Service Contract, there was a charge of $on July 13, When the Sears technician returned on July 27, 2017, to complete the service call, he provided MsK [redacted] with a refund of $Therefore, she ended up paying a total of $for the repairAdditionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since repair has been completed and a refund provided, we have noted MsK [redacted] concerns 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 believe the letter is far to vagueIt does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problemI do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditionerThis is the basis of the original complaintSears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own techniciansSo far they have successfully delayed the situation that it is now too cold to run the air conditionerI would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians Sincerely, Leslie [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]
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: When you purchase an item for a father's day present you can't give it early Sincerely, [redacted]
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] ***
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] ***
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
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] ***
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, Susan [redacted] Finally I got a rapid response and great service from the technicianThank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the calls
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - George [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his Kenmore washer and his request to receive a replacement It is important to note that the Master Protection Agreement states that a replacement will be authorized if we are unable to repair the product due to unavailable functional partsThe No Lemon Guarantee states: NO LEMON GUARANTEEIn accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallMr [redacted] has had no mechanical faliures of this washer Mr [redacted] has a Top Loading High Efficiency Low-water washerWhile the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA washer is a piece of mechanical equipment that requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of Mr [redacted] owner’s manualThere is also a Troubleshooting section in his owner’s manual that specifically addresses the issues Mr [redacted] is experiencing and all are customer usage issues With that being said Mr [redacted] is correct that there have been several service orders in the last days all have been customer instruction issuesIt was found that Mr [redacted] has been over loading his washer and using too much soapIt is important to note that Mr [redacted] has been instructed to use only High Efficiency Low Sudsing laundry soap which again is listed in his owner’s manualOur service technicians have found no mechanical failures with the washer despite multiple diagnosticsIt was also found that the machine has an excess of suds buildup on its components this is due to not using High Efficiency Low Sudsing laundry soapNot only will improper soap usage cause buildup on the components of the washer but it will also leave undissolved soap on the clothes which is the white residue Mr [redacted] is seeingIt is our conclusions that if Mr [redacted] continues to use the incorrect soap as well as incorrect loading he will continue to see the same problemsWe recommend that Mr [redacted] follow the instruction regarding the monthly cleaning and maintenance for his washer that is listed in his owner’s manual starting on page Depending on how long the washer has been run without the monthly maintenance and the improper soap it can take several washer cleaning cycles before all the buildup is dissolved Since we have explained that Mr [redacted] washer issues are due to his improper use as stated in his owner’s manual we will not be honoring his request for a replacement and have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.com
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] ***
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
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 ***
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]
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
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
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
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 12010041- Brad Wolff Dear MsVirghes: We have completed the investigation of MrWolff’s complaint regarding his ratchetWhile our website page and any information related to the Evolv tool line clearly notes that a receipt is required to receive any fulfillment of the warranty, we appreciate MrWolff’s patronage and we are willing to send him a replacement piece free of charge as a courtesyAll MrWolff needs to do is respond to the voicemail that has been left for him todayIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to MrWolff and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired As clarification, Kmart does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyWe investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptions”Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the shoes on April 10, and attempted to return the purchase on May 14, 2016, she was clearly over our day return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request Again, 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]
August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent service experience and request for a full refund of the repair fee We would first like to apologize for any inconvenience MsK [redacted] may have experienced with her washerAfter reviewing the service history, we show she initially contacted Sears for repair on July 10, Since the washer did not have a warranty or Service Contract, there was a charge of $on July 13, When the Sears technician returned on July 27, 2017, to complete the service call, he provided MsK [redacted] with a refund of $Therefore, she ended up paying a total of $for the repairAdditionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since repair has been completed and a refund provided, we have noted MsK [redacted] concerns 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 believe the letter is far to vagueIt does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problemI do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditionerThis is the basis of the original complaintSears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own techniciansSo far they have successfully delayed the situation that it is now too cold to run the air conditionerI would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians Sincerely, Leslie [redacted]