June 10, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding Sears Duct...
Cleaning. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning. Our records show that several attempts have been made to contact Ms. [redacted] to discuss her concerns; however, Ms. [redacted] has not responded to the voice mails. We value Ms. [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Tell us why here..September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted before. Furthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involved. Accordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final. 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 (512) 248-7993[redacted].[redacted]@searshc.com .
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Mary M[redacted]I placed the order on sears.com not knowing that I was ordering from a third party based in China. My order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kathryn H [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her Samsung refrigerator. Upon receipt of Ms....
[redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreement. Our records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, 2016. We also show that Ms. [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreement. Since Ms. [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
I have been in touch with [redacted] We are trying to come to a resolution.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me.
Sincerely,
Erica [redacted]
Complaint: [redacted]
I am rejecting this response because: It was handled very poorly by Sears Inc. The reply from Sears in inaccurate as to what actually happened. We had 11 service calls,The only reason the situation was finally resolved is because we spent another $600. though our original sale associate at the [redacted] Sears to get a completely different stove. There has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unit. Sears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn't. In fact I recommend that everyone I know shop elsewhere. Sears is far to difficult to do business with. This nightmare was not handled in a positive manner and it is wrong to imply that it was. I want the complaint to stand against Sears so others considering a purchase go elsewhere. Sincerely,PJ B[redacted]
Sincerely,
[redacted]
August 29, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms[redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intake. We apologize in advance if Ms. B[redacted] was not informed or aware of this information. After reviewing Ms. B[redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S[redacted] and were informed that on August 10, 2017 a gas range was delivered to Ms. B[redacted] residence. As far as the missing credit for the first order, Mr. G[redacted] advised our office that on August 18, 2017 a credit in the original amount charged of $401.96 was issued back to the original form of payment. Since we were able to confirm that Ms. B[redacted] received her purchased gas range, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
Complaint: [redacted]
I am rejecting this response because: We have spent $282.85 total on ice so the $150.00 they are sending me won't cover it. I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold. I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just 6 months as offered. I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of 42 days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care. I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed. I am in the process of making my food loss list and will forward it soon.
Sincerely,
Georgelyn I[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refund. Although I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding me. I request that the complaint be closed and I will not patron a Sears store from here on out. They have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Deborah D C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with our customer service and...
repair for her dryer. It is unfortunate that we failed Ms. C[redacted] expectations with her scheduled repair. We value Ms. C[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. C[redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenience. For customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on Ms. C[redacted] washer and dryer which she accepted. We respectfully ask that this matter be closed, since we have repaired Ms. C[redacted] dryer and she has accepted the resolution offered. Again, we apologize to Ms. C[redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561853 - Frank [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the information he was given regarding charges when...
scheduling a service call that conflicted with the actual charges for repair.
We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tune-up specials or other maintenance packages. Otherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advance. This means that there is not even any information on potential labor costs that is provided to the agents that schedule our service calls. We are not certain if the agent that day was confused on the question, or if Mr. [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said.
With that said, there at least seems a reasonable doubt that Mr. [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in question. As such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $147.83. Accordingly we have requested that our billing department send Mr. [redacted] a check for $67.00. This should send out within the next few business days and then arrive within 2-3 weeks after that. If he has not received the check by October 2, 2015, then he is welcome to contact me via email or phone. In the interim, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
August 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted] – Denise [redacted] Dear Ms. [redacted]: We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with an item she...
purchased from a marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. Whenever a marketplace item is selected, the seller’s name is stated throughout the ordering process and their policies are linked to the right of the picture of the item and within the item description. Our policy regarding marketplace orders is clearly posted on our website and we have copied it below in case Mrs. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. Your merchant’s profile, which contains their specific return policy, is available via the product page. Once you have ordered, you can get to the seller return policy page by clicking "view return policy" link on the order details page. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mrs. [redacted] has been assisted by sears.com agents and the seller that supplied her order, ErgodE. ErgodE informed Sears that they emailed return instructions and an return label to Mrs. [redacted] on July 15, 2016. However, Mrs. [redacted] contacted Sears again on August 3, 2016, and stated she wanted to be refunded for the item before returning it to ErgodE. Unfortunately, we are unable to honor this request, as we feel it is reasonable to expect to return merchandise before receiving a refund. For this reason, we can only suggest that Mrs. [redacted] contact ErgodE directly for further assistance with returning the lamp. We stand behind ErgodE’s decision to offer a refund upon return of the lamp or any other remedies stated within their policies. Since ErgodE has proposed an equitable resolution appropriate to the policies Mrs. [redacted] agreed to by placing her order with them, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
August 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we have decided to issue a full refund of $60.95 back to his Visa account. Mr. [redacted]’s credit should post to his account within 3 to 5 business days. Additionally, 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 upon. In the interim, since a full refund has been issued, 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
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gaylene S[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her microwave First, we...
would like to apologize to Ms. S[redacted] for failing her expectations in regard to her microwave. Upon researching Ms. S[redacted] complaint, we found that she was assisted by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] assisted Ms. S[redacted] with receiving a replacement microwave. On February 15, 2018, Ms. F[redacted] confirmed with Ms. S[redacted] that the new microwave was working to her satisfaction. If Ms. S[redacted] has any further concerns she can reach Ms. F[redacted] at ([redacted] In the interim, as it is our understanding that Ms. S[redacted] is satisfied with the outcome of her complaint, we have closed our file. Again, we apologize to Ms. S[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott E. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order...
experience and request to receive assembly, installation and haul away. It is unfortunate if we failed Mr. [redacted]’s expectations and only apologize for any misinformation that may have been communicated to him about his order. After reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchased. However, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his order. Additionally, 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 upon, but we would understand if this is not possible. Should Mr. [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processed. In the interim, we have noted Mr. [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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not completed our investigation of Ms. G[redacted] complaint regarding her rusting stainless steel appliances. It is...
important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading name. A more accurate description would be Harder to Stain Steel. The largest single component of stainless steel is steel. Steel will rust. The chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxide. This invisible layer covering the entire surface gives stainless steel its ability to resist stains and rust. If this layer is damaged rust is formed on the surface at the point of that damage. The good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel. We were unable to make contact with Ms. G[redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaint. We will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receipt. Ms. G[redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending Ms. G[redacted]’s reply. We apologize to Ms. G[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Manuel [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online issued a refund of $93.65 on September 2, 2016, under return receipt number [redacted]. The remaining refund of $87.67 was processed today September 26, 2016, under return receipt number [redacted]. Mr. [redacted] can expect to receive a check in the mail within 7 to 10 business days. Additionally, 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 upon. In the interim, since a full refund has been provided and we have noted Mr. [redacted]’s concerns, 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
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,
John L[redacted]
June 10, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding Sears Duct...
Cleaning. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning. Our records show that several attempts have been made to contact Ms. [redacted] to discuss her concerns; however, Ms. [redacted] has not responded to the voice mails. We value Ms. [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Tell us why here..September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted before. Furthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involved. Accordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final. 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 (512) 248-7993[redacted].[redacted]@searshc.com .
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Mary M[redacted]I placed the order on sears.com not knowing that I was ordering from a third party based in China. My order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kathryn H [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her Samsung refrigerator. Upon receipt of Ms....
[redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreement. Our records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, 2016. We also show that Ms. [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreement. Since Ms. [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
I have been in touch with [redacted] We are trying to come to a resolution.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me.
Sincerely,
Erica [redacted]
Complaint: [redacted]
I am rejecting this response because they did not sufficiently address the issue.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It was handled very poorly by Sears Inc. The reply from Sears in inaccurate as to what actually happened. We had 11 service calls,The only reason the situation was finally resolved is because we spent another $600. though our original sale associate at the [redacted] Sears to get a completely different stove. There has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unit. Sears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn't. In fact I recommend that everyone I know shop elsewhere. Sears is far to difficult to do business with. This nightmare was not handled in a positive manner and it is wrong to imply that it was. I want the complaint to stand against Sears so others considering a purchase go elsewhere. Sincerely,PJ B[redacted]
Sincerely,
[redacted]
August 29, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms[redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intake. We apologize in advance if Ms. B[redacted] was not informed or aware of this information. After reviewing Ms. B[redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S[redacted] and were informed that on August 10, 2017 a gas range was delivered to Ms. B[redacted] residence. As far as the missing credit for the first order, Mr. G[redacted] advised our office that on August 18, 2017 a credit in the original amount charged of $401.96 was issued back to the original form of payment. Since we were able to confirm that Ms. B[redacted] received her purchased gas range, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
Complaint: [redacted]
I am rejecting this response because: We have spent $282.85 total on ice so the $150.00 they are sending me won't cover it. I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold. I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just 6 months as offered. I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of 42 days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care. I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed. I am in the process of making my food loss list and will forward it soon.
Sincerely,
Georgelyn I[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refund. Although I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding me. I request that the complaint be closed and I will not patron a Sears store from here on out. They have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Deborah D C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with our customer service and...
repair for her dryer. It is unfortunate that we failed Ms. C[redacted] expectations with her scheduled repair. We value Ms. C[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. C[redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenience. For customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on Ms. C[redacted] washer and dryer which she accepted. We respectfully ask that this matter be closed, since we have repaired Ms. C[redacted] dryer and she has accepted the resolution offered. Again, we apologize to Ms. C[redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561853 - Frank [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the information he was given regarding charges when...
scheduling a service call that conflicted with the actual charges for repair.
We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tune-up specials or other maintenance packages. Otherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advance. This means that there is not even any information on potential labor costs that is provided to the agents that schedule our service calls. We are not certain if the agent that day was confused on the question, or if Mr. [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said.
With that said, there at least seems a reasonable doubt that Mr. [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in question. As such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $147.83. Accordingly we have requested that our billing department send Mr. [redacted] a check for $67.00. This should send out within the next few business days and then arrive within 2-3 weeks after that. If he has not received the check by October 2, 2015, then he is welcome to contact me via email or phone. In the interim, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
August 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted] – Denise [redacted] Dear Ms. [redacted]: We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with an item she...
purchased from a marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. Whenever a marketplace item is selected, the seller’s name is stated throughout the ordering process and their policies are linked to the right of the picture of the item and within the item description. Our policy regarding marketplace orders is clearly posted on our website and we have copied it below in case Mrs. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. Your merchant’s profile, which contains their specific return policy, is available via the product page. Once you have ordered, you can get to the seller return policy page by clicking "view return policy" link on the order details page. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mrs. [redacted] has been assisted by sears.com agents and the seller that supplied her order, ErgodE. ErgodE informed Sears that they emailed return instructions and an return label to Mrs. [redacted] on July 15, 2016. However, Mrs. [redacted] contacted Sears again on August 3, 2016, and stated she wanted to be refunded for the item before returning it to ErgodE. Unfortunately, we are unable to honor this request, as we feel it is reasonable to expect to return merchandise before receiving a refund. For this reason, we can only suggest that Mrs. [redacted] contact ErgodE directly for further assistance with returning the lamp. We stand behind ErgodE’s decision to offer a refund upon return of the lamp or any other remedies stated within their policies. Since ErgodE has proposed an equitable resolution appropriate to the policies Mrs. [redacted] agreed to by placing her order with them, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
August 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we have decided to issue a full refund of $60.95 back to his Visa account. Mr. [redacted]’s credit should post to his account within 3 to 5 business days. Additionally, 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 upon. In the interim, since a full refund has been issued, 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
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gaylene S[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her microwave First, we...
would like to apologize to Ms. S[redacted] for failing her expectations in regard to her microwave. Upon researching Ms. S[redacted] complaint, we found that she was assisted by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] assisted Ms. S[redacted] with receiving a replacement microwave. On February 15, 2018, Ms. F[redacted] confirmed with Ms. S[redacted] that the new microwave was working to her satisfaction. If Ms. S[redacted] has any further concerns she can reach Ms. F[redacted] at ([redacted] In the interim, as it is our understanding that Ms. S[redacted] is satisfied with the outcome of her complaint, we have closed our file. Again, we apologize to Ms. S[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott E. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order...
experience and request to receive assembly, installation and haul away. It is unfortunate if we failed Mr. [redacted]’s expectations and only apologize for any misinformation that may have been communicated to him about his order. After reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchased. However, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his order. Additionally, 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 upon, but we would understand if this is not possible. Should Mr. [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processed. In the interim, we have noted Mr. [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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not completed our investigation of Ms. G[redacted] complaint regarding her rusting stainless steel appliances. It is...
important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading name. A more accurate description would be Harder to Stain Steel. The largest single component of stainless steel is steel. Steel will rust. The chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxide. This invisible layer covering the entire surface gives stainless steel its ability to resist stains and rust. If this layer is damaged rust is formed on the surface at the point of that damage. The good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel. We were unable to make contact with Ms. G[redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaint. We will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receipt. Ms. G[redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending Ms. G[redacted]’s reply. We apologize to Ms. G[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Manuel [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online issued a refund of $93.65 on September 2, 2016, under return receipt number [redacted]. The remaining refund of $87.67 was processed today September 26, 2016, under return receipt number [redacted]. Mr. [redacted] can expect to receive a check in the mail within 7 to 10 business days. Additionally, 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 upon. In the interim, since a full refund has been provided and we have noted Mr. [redacted]’s concerns, 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
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,
John L[redacted]