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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of the [redacted] complaint regarding the refund for the Pol coverage of their Home Warranty....
We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of the [redacted] contract. That being said we confirmed with CCHS that Ms. [redacted] confirmed with an associate at CCHS on December 12, 2016 that she did indeed receive the promised refund back on her [redacted] ending in [redacted]. Since the [redacted] confirmed that they did receive the promised refund of $190.00 we have closed this complaint. We apologize to the [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 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94566281-Audrey [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her washer.
As clarification, Ms. [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacement. Ms. [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, 2015 as a courtesy. The new washer was delivered on August 29, 2015 according to our records.
We want to point out that reimbursement for laundry expenses is not a proviso of the MPA. To date, Ms. [redacted] has received $150.00 in laundry reimbursement and $100.00 worth of points were added to her SYWR account on August 25, 2015. As a final courtesy, we will send a check for another $100.00. We do not find Ms. [redacted] request to receive $600.00 reimbursement o to be a reasonable one and we are not obligated to grant it as noted above. This final check should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]3
Tammie.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Priscilla [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding her...
dissatisfaction with her refrigerator.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator. Upon researching Ms. [redacted] concerns, we found that she had been assisted by our escalated customer service group, Executive Customer Relations (ECR). Our records show that ECR processed an in-warranty exchange for Ms. [redacted] on September 2, 2015, and the new unit was delivered on September 5, 2015. Additionally, Ms. [redacted] was not charged any monies for the new refrigerator. With that said, since we have provided Ms. [redacted] with a new refrigerator, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted]
September 1, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Lenore [redacted] - # 945[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator...
repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Ms. [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed. On August 31, 2015, the technician returned to Ms. [redacted] home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, 2016. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 27, 2016 [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 a coupon he received and...
his inability to apply it to an item he wished to purchase. Unfortunately, we cannot proceed with an investigation of this issue without further information. We have emailed Mr. [redacted] asking for a picture of the coupon and the terms since he noted he had them, but there was no reply. Once we receive those documents, we will comment further. 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]
Complaint: [redacted]
I am rejecting this response because:The contractor performed the inspection on Wednesday 5/17 and advised he would recommend the replacement of the unit. It is now 5/23 (a month without AC!!) and I have not had any contact with Lionel Jones and have left 2 messages for him to determine the STATUS of my claim. This is not fixed and Sears has not communicated with me. I advised that I would not close the compliant until this is repaired. I have the feeling that neither SEARS management and / or Sears as a whole either cares and/or has NO customer service or care. Also, Sears has utilized a lot of my time and efforts to try and get my AC fixed!
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,
Lindsey [redacted]
June 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience. As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] Shoes located at [redacted] email: [redacted] and telphone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in her order we have decided to issue a full refund of $18.46 back to her [redacted] account ending in [redacted] The credit should post to her account within 3 to 5 business days. Additionally, Ms. [redacted] may either keep or dispose of the shoes to her discretion. In closure, since we have provided a full refund, we have closed our file. 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
Revdex.com:Richard M[redacted] from Sears Wolfchase contacted me today. He was most professional and helpful. We discussed my issue and he resolved all my concerns. Mr. M[redacted] should be commended for his professionalism and customer relations skills. Please, show my complaint as resolved and forward this email to Sears.Regards,Michael W[redacted]
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,
Mihael W[redacted]
November 17, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Sandra S[redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. S[redacted] complaint regarding her dissatisfaction that the wall oven was not...
properly installed and the problems she encountered with the return of the wall oven.
Firstly, we would like to apologize for any inconvenience that Ms. S[redacted] may have experienced. Upon receipt of Ms. S[redacted] complaint we reviewed the installation and delivery notes related to the wall oven. The notes indicated that Ms. S[redacted] had in fact requested to return the unit on September 12, 2017, which was within the 30 day return period. On October 23, 2017 we contacted Ms. S[redacted] and offered to process the return of the wall oven. We advised Ms. S[redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouse. On October 26, 2017 we received confirmation that the wall oven had been returned and the credit was issued. However, on October 30, 2017 Ms. S[redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall oven. We advised that the refund for the protection agreement is typically issued separately. We reached out to our contract department and it was confirmed that the contract was cancelled on November 2, 2017 and the credit was issued to Ms. S[redacted] credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Ms. S[redacted] complaint, we have closed our file.
We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were...
provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[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]
July 11, 2016 [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 a recent purchase. ...
We have spoken with [redacted], the manufacturer of Mr. [redacted] weight machine. They informed us that boxes 2 and 3 are identical; they both have the same weights so Mr. [redacted] should have a full set. If Mr. [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is definitely not doing the right thing!!I feel as though they just said they were either giving me yet another PLASTIC HANDLE which is totally ridiculous and not solving the issue or giving me 100.00 towards a new microwave.( No other choices were given) Why should I have to buy a new microwave they should be held accountable. So, Matilda [redacted], the woman who has been handling this situation told me its not a Sears issue it LG I should go after them. So why is Sears not accountable? I bought it from them and paid my protection plan. Might I also mention I paid this protection plan until 21017. I have all the paperwork too! They were telling me what they were doing and not actually making me happy and doing the right thing. They did ask me to measure the distance and I did reply which was well within the limits. They just say it is cosmetic.... well it is not to me it is clearly a SAFETY ISSUE when the peels from the handle drops in your food. They were to my house many times to replace this handle and clearly is a flaw in the design and many many complaints online with this product as well. I am not satisfied this with this. I should not have to wait for a recall they should step up and do the right thing either a stainless steel handle or they pay for a new microwave.
Sincerely,Lisa [redacted]
Lisa [redacted]
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was done. On Friday, September 18, 2015 [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to him. As it is our understanding that this resolution was acceptable to [redacted] we have closed our case.
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]
Complaint: [redacted]
I am rejecting this response because:your manager is making false statements and in fact did not follow through with his phone call back to me. You have not resolved the issue and therefore this matter should not be stated as such. As I also mentioned in my initial complaint, I am given numbers to call and no one ever responds and or returns calls- as proven by my statements. You are a horrible company with bad customer service and I will never shop with you again and will never recommend you to buyers!
Sincerely,
[redacted]
October 6, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Amanda P[redacted]Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding her customer service experience upon the delivery and install of her...
purchased dryer.After reviewing Ms. P[redacted] complaint and our records, we contacted our delivery department and were informed that the Warehouse Manager called Ms. P[redacted] September 24, 2017 regarding her delivery experience. The Warehouse Manager apologized to Ms. P[redacted] and offered her a $50.00 gift card for any inconvenience that this may have occurred which was accepted. As far as the internal investigation that is taken place, action has been taken to ensure that this does not occur to any our valued customers. We called Ms. P[redacted] on October 06, 2017 to follow up with her and she informed our office that her concerns have already been addressed. Based off Ms. P[redacted] response, 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[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for her...
cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value [redacted] patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] District Manager for Sears Hometown Store [redacted], spoke with [redacted] in reference to her concerns. Additionally, he processed a new check for [redacted] refund on February 23, 2016. The check is expected to arrive at the address [redacted] provided within fifteen business days, and [redacted] is welcome to contact her local Sears Hometown Store directly if she has any questions about her refund. 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 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. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired.
We apologize if Ms. [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receipt. The return policy is the same with or without a gift receipt. A gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return period. As previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. As this is in accordance with our posted polices, we ask to have this matter closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have received an e-mail from Sears informing me that they will provide me with return shipping label. I do not have original box for the chairs as they fell apart when opening the box originally. I will provide a sturdy box for shipping. I do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel off. sears site still sells these chairs with same "complaints" in reviews. thank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them back. 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,
John L[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of the [redacted] complaint regarding the refund for the Pol coverage of their Home Warranty....
We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of the [redacted] contract. That being said we confirmed with CCHS that Ms. [redacted] confirmed with an associate at CCHS on December 12, 2016 that she did indeed receive the promised refund back on her [redacted] ending in [redacted]. Since the [redacted] confirmed that they did receive the promised refund of $190.00 we have closed this complaint. We apologize to the [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 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94566281-Audrey [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her washer.
As clarification, Ms. [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacement. Ms. [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, 2015 as a courtesy. The new washer was delivered on August 29, 2015 according to our records.
We want to point out that reimbursement for laundry expenses is not a proviso of the MPA. To date, Ms. [redacted] has received $150.00 in laundry reimbursement and $100.00 worth of points were added to her SYWR account on August 25, 2015. As a final courtesy, we will send a check for another $100.00. We do not find Ms. [redacted] request to receive $600.00 reimbursement o to be a reasonable one and we are not obligated to grant it as noted above. This final check should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]3
Tammie.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Priscilla [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding her...
dissatisfaction with her refrigerator.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator. Upon researching Ms. [redacted] concerns, we found that she had been assisted by our escalated customer service group, Executive Customer Relations (ECR). Our records show that ECR processed an in-warranty exchange for Ms. [redacted] on September 2, 2015, and the new unit was delivered on September 5, 2015. Additionally, Ms. [redacted] was not charged any monies for the new refrigerator. With that said, since we have provided Ms. [redacted] with a new refrigerator, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted]
September 1, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Lenore [redacted] - # 945[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator...
repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Ms. [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed. On August 31, 2015, the technician returned to Ms. [redacted] home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, 2016. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 27, 2016 [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 a coupon he received and...
his inability to apply it to an item he wished to purchase. Unfortunately, we cannot proceed with an investigation of this issue without further information. We have emailed Mr. [redacted] asking for a picture of the coupon and the terms since he noted he had them, but there was no reply. Once we receive those documents, we will comment further. 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]
Complaint: [redacted]
I am rejecting this response because:The contractor performed the inspection on Wednesday 5/17 and advised he would recommend the replacement of the unit. It is now 5/23 (a month without AC!!) and I have not had any contact with Lionel Jones and have left 2 messages for him to determine the STATUS of my claim. This is not fixed and Sears has not communicated with me. I advised that I would not close the compliant until this is repaired. I have the feeling that neither SEARS management and / or Sears as a whole either cares and/or has NO customer service or care. Also, Sears has utilized a lot of my time and efforts to try and get my AC fixed!
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,
Lindsey [redacted]
June 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience. As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] Shoes located at [redacted] email: [redacted] and telphone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in her order we have decided to issue a full refund of $18.46 back to her [redacted] account ending in [redacted] The credit should post to her account within 3 to 5 business days. Additionally, Ms. [redacted] may either keep or dispose of the shoes to her discretion. In closure, since we have provided a full refund, we have closed our file. 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
Revdex.com:Richard M[redacted] from Sears Wolfchase contacted me today. He was most professional and helpful. We discussed my issue and he resolved all my concerns. Mr. M[redacted] should be commended for his professionalism and customer relations skills. Please, show my complaint as resolved and forward this email to Sears.Regards,Michael W[redacted]
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,
Mihael W[redacted]
November 17, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Sandra S[redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. S[redacted] complaint regarding her dissatisfaction that the wall oven was not...
properly installed and the problems she encountered with the return of the wall oven.
Firstly, we would like to apologize for any inconvenience that Ms. S[redacted] may have experienced. Upon receipt of Ms. S[redacted] complaint we reviewed the installation and delivery notes related to the wall oven. The notes indicated that Ms. S[redacted] had in fact requested to return the unit on September 12, 2017, which was within the 30 day return period. On October 23, 2017 we contacted Ms. S[redacted] and offered to process the return of the wall oven. We advised Ms. S[redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouse. On October 26, 2017 we received confirmation that the wall oven had been returned and the credit was issued. However, on October 30, 2017 Ms. S[redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall oven. We advised that the refund for the protection agreement is typically issued separately. We reached out to our contract department and it was confirmed that the contract was cancelled on November 2, 2017 and the credit was issued to Ms. S[redacted] credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Ms. S[redacted] complaint, we have closed our file.
We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were...
provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[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]
July 11, 2016 [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 a recent purchase. ...
We have spoken with [redacted], the manufacturer of Mr. [redacted] weight machine. They informed us that boxes 2 and 3 are identical; they both have the same weights so Mr. [redacted] should have a full set. If Mr. [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is definitely not doing the right thing!!I feel as though they just said they were either giving me yet another PLASTIC HANDLE which is totally ridiculous and not solving the issue or giving me 100.00 towards a new microwave.( No other choices were given) Why should I have to buy a new microwave they should be held accountable. So, Matilda [redacted], the woman who has been handling this situation told me its not a Sears issue it LG I should go after them. So why is Sears not accountable? I bought it from them and paid my protection plan. Might I also mention I paid this protection plan until 21017. I have all the paperwork too! They were telling me what they were doing and not actually making me happy and doing the right thing. They did ask me to measure the distance and I did reply which was well within the limits. They just say it is cosmetic.... well it is not to me it is clearly a SAFETY ISSUE when the peels from the handle drops in your food. They were to my house many times to replace this handle and clearly is a flaw in the design and many many complaints online with this product as well. I am not satisfied this with this. I should not have to wait for a recall they should step up and do the right thing either a stainless steel handle or they pay for a new microwave.
Sincerely,Lisa [redacted]
Lisa [redacted]
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was done. On Friday, September 18, 2015 [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to him. As it is our understanding that this resolution was acceptable to [redacted] we have closed our case.
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]
Complaint: [redacted]
I am rejecting this response because:your manager is making false statements and in fact did not follow through with his phone call back to me. You have not resolved the issue and therefore this matter should not be stated as such. As I also mentioned in my initial complaint, I am given numbers to call and no one ever responds and or returns calls- as proven by my statements. You are a horrible company with bad customer service and I will never shop with you again and will never recommend you to buyers!
Sincerely,
[redacted]
October 6, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Amanda P[redacted]Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding her customer service experience upon the delivery and install of her...
purchased dryer.After reviewing Ms. P[redacted] complaint and our records, we contacted our delivery department and were informed that the Warehouse Manager called Ms. P[redacted] September 24, 2017 regarding her delivery experience. The Warehouse Manager apologized to Ms. P[redacted] and offered her a $50.00 gift card for any inconvenience that this may have occurred which was accepted. As far as the internal investigation that is taken place, action has been taken to ensure that this does not occur to any our valued customers. We called Ms. P[redacted] on October 06, 2017 to follow up with her and she informed our office that her concerns have already been addressed. Based off Ms. P[redacted] response, 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[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for her...
cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value [redacted] patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] District Manager for Sears Hometown Store [redacted], spoke with [redacted] in reference to her concerns. Additionally, he processed a new check for [redacted] refund on February 23, 2016. The check is expected to arrive at the address [redacted] provided within fifteen business days, and [redacted] is welcome to contact her local Sears Hometown Store directly if she has any questions about her refund. 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 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. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired.
We apologize if Ms. [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receipt. The return policy is the same with or without a gift receipt. A gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return period. As previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. As this is in accordance with our posted polices, we ask to have this matter closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have received an e-mail from Sears informing me that they will provide me with return shipping label. I do not have original box for the chairs as they fell apart when opening the box originally. I will provide a sturdy box for shipping. I do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel off. sears site still sells these chairs with same "complaints" in reviews. thank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them back. Sincerely,
[redacted]