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,
[redacted]
Complaint[redacted]
I am rejecting this response because: I was told that I would receive a phone call on Wednesday July 5 to schedule a pcik up of the lawnmower on the 6th. I have not received a phone call.
Sincerely,
Donna Z[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused. First of all, I was pre-charged for deck leveling service which was never performed. Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs). Isn't this false advertising? Should not some penalty be invoked?? Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)? Does Sears contribute to the Clinton Foundation so that they are not liable for fraud? How can the Revdex.com allow this type of fraud to continue without some penalty? Where is consumer protection when we need it? I truly hope to receive answers to my questions!
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
Complaint: [redacted]
I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal department. That closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothing. This does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees. Someone needs to look into that!!!!
Sincerely,
Luisella [redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted in our last response, the check in question was sent to Mr. [redacted] While we realize that Mr. [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responses. In light of the aforementioned information, we respectfully ask that this matter be considered 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 ([redacted]) [redacted].[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
August 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Kellen [redacted] - # 9[redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with the customer service at his local Sears Auto Center.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently visited his local auto center. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review. It is our understanding that the Auto Center Manager has tried to contact Mr. [redacted], but Mr. [redacted] does not want to speak with him. Per our protocol, the line of business is the party responsible for addressing a consumer's concerns and if the consumer is unwilling to cooperate, it is impossible to work towards any resolution. At this time, we have documented Mr. [redacted]'s concerns and he is always welcome to call Auto Center Manager Nathan [redacted] at (803) [redacted] to discuss this matter further. In the interim, since it appears that we have reached an impasse with Mr. [redacted], we ask that this matter be closed.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. .
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 15, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have reviewed Ms. [redacted]’ rebuttal complaint regarding
her online order and non-receipt of a refund gift card.After reviewing Ms. [redacted] rebuttal, we sent an email
correspondence to her to verify her address before we proceeded. We also wanted
to confirm whether or not she had received the gift card between the time she
filed her complaint and now. On December 14, 2015, Ms. [redacted] replied to our
email and advised that she had finally received the gift card that day. It is unfortunate
that we failed her expectations as we value her patronage and we truly regret any
inconvenience she may have experienced. In the interim, we have noted Ms. [redacted]’
concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: they have not admitted that their technicians did not even attempt to fix the problem with my washer. They treated me as if I didn't know anything. Their lectures were not a fix.
Sincerely,
Eileen K[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with the resolution of the complaint issue. Sears has negotiated a response which satisfies us.
Thank you for all your efforts.
Jimmie D. [redacted]
December 12, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Justin [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the fridge he purchased on December 23, 2014.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the service order history on Mr. [redacted] appliance. Once completed, we were able to determine that after several service calls, it was determined that there was a leak on the side of the compressor causing the appliance to not work properly. Our records show that a service call was completed for the needed repair on October 23, 2017. We called Mr. [redacted] on December 08, 2017 to follow up with him. Mr. [redacted] did confirm that his appliance is now working properly. For any inconvenience this may have caused, we issued him $50,000 in SYWR points. Since we were able to confirm that Mr. [redacted] appliance is now in working order, 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: 512.248.7905 imx integrated member experience
February 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of an item he ordered from sears.com. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, the local Sears Hometown store scheduled to fill the order in question contacted Mr. [redacted] in reference to his concerns and spoke with Mrs. [redacted]. Sears Hometown Store agreed to honor Mr. [redacted] request for a $20.00 credit and Mrs. [redacted] indicated that this met with her satisfaction. Mr. and Mrs. [redacted] are welcome to contact the store directly if they have any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and 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, 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 the order, we found that a full refund has been issued with the final refund which was processed on March 1, 2017. For Ms. [redacted] records the return receipt numbers are [redacted]or $89.85 on January 26, 2017, [redacted] for $29.95 on February 25, 2017, and [redacted] for $551.08. Unfortunately, Sears is unable to honor Ms. [redacted] request for compensation for time off from work. Additionally, we 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 upon, but we would understand if this is not possible. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Cathy N. B[redacted]...
Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the pricing of a recent store purchase. It was our understanding that Ms. B[redacted] was contacted by one of the assistant managers from her local store and a $50.00 gift card was offered, which she accepted. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
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]
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service in response to his request for haul away service to be added to the delivery of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. As clarification, there are times that our delivery agents may be able to add a service to an existing scheduled delivery order, but doing so typically means that the appointment will be rescheduled, since Sears uses carriers that at times may not have the capacity to immediately change or add a service. Regardless, Mr. [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our Delivery Specialists have attempted to contact him by telephone and have left messages as recently as January 23, 2017, but Mr. [redacted] has not replied. Mr. [redacted] may speak with a Delivery Specialist directly by calling [redacted] (option 1) if he has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
April 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience....
After researching this matter, we found that Mr. [redacted] was previously in contact with (EMS) Sears Executive Member Support, an escalated complaint department. While EMS advised that Sears is unable to honor his request for a $100.00 gift card, EMS did explained that the coupon used along with the store promo negated the $22.00 in surprise points. However, as a gesture of goodwill EMS offered to process reimbursement of $22.00 either to Mr. [redacted] credit card or Shop Your Way Rewards points account. It should be noted that the EMS departments offer still stands should Mr. [redacted] decide to accept the offer. In the interim, we have noted Mr. [redacted] concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do. Sears treats their customers poorly even if they have a legitimate complaint. You have to admit, a washer that stops working 3 times in 2 years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer. My complaint is legitimate. Sadly, the outcome of this is that I will never purchase from Sears again. I'm sure you have heard that hundreds of times. And sadly Sears does not care.
Sincerely,
Patricia [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]
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,
[redacted]
Complaint[redacted]
I am rejecting this response because: I was told that I would receive a phone call on Wednesday July 5 to schedule a pcik up of the lawnmower on the 6th. I have not received a phone call.
Sincerely,
Donna Z[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused. First of all, I was pre-charged for deck leveling service which was never performed. Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs). Isn't this false advertising? Should not some penalty be invoked?? Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)? Does Sears contribute to the Clinton Foundation so that they are not liable for fraud? How can the Revdex.com allow this type of fraud to continue without some penalty? Where is consumer protection when we need it? I truly hope to receive answers to my questions!
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
Complaint: [redacted]
I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal department. That closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothing. This does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees. Someone needs to look into that!!!!
Sincerely,
Luisella [redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted in our last response, the check in question was sent to Mr. [redacted] While we realize that Mr. [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responses. In light of the aforementioned information, we respectfully ask that this matter be considered 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 ([redacted]) [redacted].[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Because of Sears taking care of this issue now I am satisfied .
Contact Name and Title: MELISSA [redacted]
August 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Kellen [redacted] - # 9[redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with the customer service at his local Sears Auto Center.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently visited his local auto center. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review. It is our understanding that the Auto Center Manager has tried to contact Mr. [redacted], but Mr. [redacted] does not want to speak with him. Per our protocol, the line of business is the party responsible for addressing a consumer's concerns and if the consumer is unwilling to cooperate, it is impossible to work towards any resolution. At this time, we have documented Mr. [redacted]'s concerns and he is always welcome to call Auto Center Manager Nathan [redacted] at (803) [redacted] to discuss this matter further. In the interim, since it appears that we have reached an impasse with Mr. [redacted], we ask that this matter be closed.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. .
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 15, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have reviewed Ms. [redacted]’ rebuttal complaint regarding
her online order and non-receipt of a refund gift card.After reviewing Ms. [redacted] rebuttal, we sent an email
correspondence to her to verify her address before we proceeded. We also wanted
to confirm whether or not she had received the gift card between the time she
filed her complaint and now. On December 14, 2015, Ms. [redacted] replied to our
email and advised that she had finally received the gift card that day. It is unfortunate
that we failed her expectations as we value her patronage and we truly regret any
inconvenience she may have experienced. In the interim, we have noted Ms. [redacted]’
concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: they have not admitted that their technicians did not even attempt to fix the problem with my washer. They treated me as if I didn't know anything. Their lectures were not a fix.
Sincerely,
Eileen K[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with the resolution of the complaint issue. Sears has negotiated a response which satisfies us.
Thank you for all your efforts.
Jimmie D. [redacted]
December 12, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Justin [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the fridge he purchased on December 23, 2014.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the service order history on Mr. [redacted] appliance. Once completed, we were able to determine that after several service calls, it was determined that there was a leak on the side of the compressor causing the appliance to not work properly. Our records show that a service call was completed for the needed repair on October 23, 2017. We called Mr. [redacted] on December 08, 2017 to follow up with him. Mr. [redacted] did confirm that his appliance is now working properly. For any inconvenience this may have caused, we issued him $50,000 in SYWR points. Since we were able to confirm that Mr. [redacted] appliance is now in working order, 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: 512.248.7905 imx integrated member experience
February 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of an item he ordered from sears.com. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, the local Sears Hometown store scheduled to fill the order in question contacted Mr. [redacted] in reference to his concerns and spoke with Mrs. [redacted]. Sears Hometown Store agreed to honor Mr. [redacted] request for a $20.00 credit and Mrs. [redacted] indicated that this met with her satisfaction. Mr. and Mrs. [redacted] are welcome to contact the store directly if they have any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and 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, 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 the order, we found that a full refund has been issued with the final refund which was processed on March 1, 2017. For Ms. [redacted] records the return receipt numbers are [redacted]or $89.85 on January 26, 2017, [redacted] for $29.95 on February 25, 2017, and [redacted] for $551.08. Unfortunately, Sears is unable to honor Ms. [redacted] request for compensation for time off from work. Additionally, we 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 upon, but we would understand if this is not possible. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Cathy N. B[redacted]...
Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the pricing of a recent store purchase. It was our understanding that Ms. B[redacted] was contacted by one of the assistant managers from her local store and a $50.00 gift card was offered, which she accepted. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
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]
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service in response to his request for haul away service to be added to the delivery of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. As clarification, there are times that our delivery agents may be able to add a service to an existing scheduled delivery order, but doing so typically means that the appointment will be rescheduled, since Sears uses carriers that at times may not have the capacity to immediately change or add a service. Regardless, Mr. [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our Delivery Specialists have attempted to contact him by telephone and have left messages as recently as January 23, 2017, but Mr. [redacted] has not replied. Mr. [redacted] may speak with a Delivery Specialist directly by calling [redacted] (option 1) if he has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
April 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience....
After researching this matter, we found that Mr. [redacted] was previously in contact with (EMS) Sears Executive Member Support, an escalated complaint department. While EMS advised that Sears is unable to honor his request for a $100.00 gift card, EMS did explained that the coupon used along with the store promo negated the $22.00 in surprise points. However, as a gesture of goodwill EMS offered to process reimbursement of $22.00 either to Mr. [redacted] credit card or Shop Your Way Rewards points account. It should be noted that the EMS departments offer still stands should Mr. [redacted] decide to accept the offer. In the interim, we have noted Mr. [redacted] concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do. Sears treats their customers poorly even if they have a legitimate complaint. You have to admit, a washer that stops working 3 times in 2 years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer. My complaint is legitimate. Sadly, the outcome of this is that I will never purchase from Sears again. I'm sure you have heard that hundreds of times. And sadly Sears does not care.
Sincerely,
Patricia [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]