[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]
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
August 16, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joshua D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding her recent online order. It...
is unfortunate if we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events noted in his complaint. 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 show that Sears Online was able to issue a new gift card via UPS. We show that Mr. [redacted] contacted Sears on August 12, 2016, to have the gift card activated. 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 Mr. [redacted] has received the gift card in question, 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
Contact Name and Title: [redacted]
Contact Phone[redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our review of [redacted] rebuttal to the previous letter we provided.
As clarification, the store was responsible for issuing the refund initially. However, since [redacted] indicated she has not received a refund to date, we processed the refund on October 6, 2015. For [redacted] records the refund receipt number is [redacted]. A total credit of $10.00 was issued back to [redacted] account ending in [redacted]. We do apologize that we failed her expectations, will ensure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. Service was completed on May 12, 2017...
and an air handler was installed. Ms. [redacted] has been provided with my direct contact information if she is still in need of assistance. At this time since we have repaired Ms. [redacted] refrigerator we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
January 31, 2017 [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. 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] located at [redacted] TX 77406, Email[redacted] and telephone 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 the order we found that the seller provided Ms. [redacted] with a return authorization and provided their address for her to return the merchandise to for a refund. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, she will need to contact [redacted] directly for any questions or concerns. As this decision is in accordance to our posted terms and conditions, 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
August 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with our...
customer service and an alleged duplicate charge. It is unfortunate that we failed Ms. M[redacted] expectations when he recently purchased a washer and dryer from Sears Outlet. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have received confirmation from our store and Ms. M[redacted] that the charges for her purchase have been corrected. Additionally, Sears Outlet has assisted her with a replacement washer, which she received August 15, 2017. Ms. M[redacted] is welcome to contact her local store if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. M[redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
February 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]
June 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted before, the pieces needed to rectify the issue were overnight shipped to Mr. [redacted]. This made him whole as he had received what he paid for, properly functioning chairs. We also offered to provide Mr. [redacted] with a refund of the assembly fee he paid as well as $25.00 worth of SYWR points, but he declined. We find Mr. [redacted] request to receive a full refund while being allowed to keep the merchandise as well as send him $1000.00 to be unreasonable and it will not be granted. According to the terms of our return policy, we are not required to provide Mr. [redacted] with a refund at this time. However, the manufacturer has agreed to provide Mr. [redacted] with a gift for the full value of his purchase price as a courtesy if he will submit a copy of his purchase receipt. Mr. [redacted] may send this to my email address listed below and I will have the gift card processed. While we realize that this will likely not meet with Mr. [redacted] approval, we want to stress that this is being offered solely as a courtesy and not an obligation. No other resolutions will be considered. In light of the aforementioned information, we respectfully ask that this matter remain 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]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Judy R[redacted] Dear [redacted] We have completed our investigation of Ms....
R[redacted] complaint regarding the haul away of her old appliances and her request to receive the transcript from her chat conversation. Whenever a member has concluded a chat, they are offered the opportunity to have the transcript sent to them at that point in time. After that, the information is not released to the member; it is proprietary information and only used for internal training purposes on our part. Ms. R[redacted] was speaking with Robert B[redacted] from our Executive Office and she confirmed that she had already received compensation in the amount of $300.00. Our basic delivery service does not include moving items to a different location and there is no process in place to provide such a service. That said, we will review the proprietary chat transcript and address as needed. In light of the aforementioned information, we have closed our file. We apologize to Ms. R[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] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
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]
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
August 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Linda [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the delay of her refrigerator repair and her subsequent request...
for a replacement.
Ms. [redacted]'s Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The Agreement does not promise that repairs will be completed within any specific time-frame or period, but most service calls are completed with a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, we revealed that replacement of Ms. [redacted]'s washer had already been authorized and she was issued a store credit of $1,199.99, which on July 12, 2015, she used toward the purchase of another washer from Sears. At this time, we can only apologize for any inconvenience she may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided a resolution appropriate to the terms of the Master Protection Agreement Ms. [redacted] purchased for her washer.
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
512-[redacted]
1-800-[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. However, all dates for repair were not documented in this response. They are missing prior attempt dates for the same repair. I have spoken to Matilda concerning an upcoming appointment on 8/7/17. I would like to keep this complaint open, if possible, until after the tech arrives on 8/7/17. Because of my past experience with SEARS technicians, I remain pessimistic of an actual resolve to this issue.
Sincerely,
Celestine T[redacted]
September 28, 2016
Nita [redacted]
Revdex.com
330 North *abash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – John [redacted]
Dear Ms. [redacted]:
*e have completed the investigation of Mr. [redacted]’s complaint regarding the problem he encountered *hen he...
attempted to return the counter top micro*ave after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges *ithin the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, posted on signs at registers, or a consumer can ask an associate for details. *ith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging *ith all accessories, manuals, and parts, *ith your original receipt, for a refund or exchange (subject to the terms and conditions belo*). For most items, you have 30 days from the date of your original purchase to make a return *ith the follo*ing exceptions...”Since Mr. [redacted] purchased the countertop micro*ave on May 7, 2016, and attempted to return it on September 13, 2016, he *as clearly over the 30-day “hassle-free” return period.
Ho*ever, after the Sears hassle-free 30-day return/exchange period has expired, the countertop micro*ave is covered by the manufacturer’s one-year *arranty. The *arranty states, “If this product fails due to a defect or *orkmanship *ithin one year from the date of purchase, return it *ith proof of purchase to any Sears store or other Kenmore outlet in the United States for a free replacement”. Since Mr. [redacted] stated that the micro*ave *as not *orking, Mr. [redacted] should be issued an in-*arranty exchange, not a return. *e reached out to Store Manager David [redacted] to assist *ith the in-*arranty exchange. Mr. [redacted] contacted Mr. [redacted] to discuss his concerns. As a good-*ill gesture, Mr. [redacted] offered to make an exception and process a return for a refund. *ith that being said, since *e have addressed the issue brought forth in Mr. [redacted]’s complaint, *e have closed our file.
Again, *e 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Anna [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Outlet. We have been informed by Ms. [redacted] that the actions...
taken by Sears Outlet have resolved her complaint and she is satisfied. Additionally Ms. [redacted] left Sears Outlet a positive review on Yelp, that said out file has been 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 8, 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 dissatisfaction that she was denied a return on the [redacted]...
[redacted] underwear that she claims she purchased on June 1, 2016.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is listed on Sears.com and in our stores for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…” We research our records and were unable to locate a recent underwear purchase made by Ms. [redacted]. On July 7, 2016 we contacted Ms. [redacted] and requested that that she provide us with a copy of the receipt for proof of purchase. Ms. [redacted] stated that she did not have a copy and that she is not good at keeping receipts. Ms. [redacted] stated that she attempted to return the purchase on June 1, 2016, which is the same day she previously stated she made the purchase.
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. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]
[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]
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
August 16, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joshua D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding her recent online order. It...
is unfortunate if we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events noted in his complaint. 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 show that Sears Online was able to issue a new gift card via UPS. We show that Mr. [redacted] contacted Sears on August 12, 2016, to have the gift card activated. 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 Mr. [redacted] has received the gift card in question, 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
Contact Name and Title: [redacted]
Contact Phone[redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our review of [redacted] rebuttal to the previous letter we provided.
As clarification, the store was responsible for issuing the refund initially. However, since [redacted] indicated she has not received a refund to date, we processed the refund on October 6, 2015. For [redacted] records the refund receipt number is [redacted]. A total credit of $10.00 was issued back to [redacted] account ending in [redacted]. We do apologize that we failed her expectations, will ensure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. Service was completed on May 12, 2017...
and an air handler was installed. Ms. [redacted] has been provided with my direct contact information if she is still in need of assistance. At this time since we have repaired Ms. [redacted] refrigerator we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
January 31, 2017 [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. 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] located at [redacted] TX 77406, Email[redacted] and telephone 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 the order we found that the seller provided Ms. [redacted] with a return authorization and provided their address for her to return the merchandise to for a refund. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, she will need to contact [redacted] directly for any questions or concerns. As this decision is in accordance to our posted terms and conditions, 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
August 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with our...
customer service and an alleged duplicate charge. It is unfortunate that we failed Ms. M[redacted] expectations when he recently purchased a washer and dryer from Sears Outlet. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have received confirmation from our store and Ms. M[redacted] that the charges for her purchase have been corrected. Additionally, Sears Outlet has assisted her with a replacement washer, which she received August 15, 2017. Ms. M[redacted] is welcome to contact her local store if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. M[redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
February 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]
June 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted before, the pieces needed to rectify the issue were overnight shipped to Mr. [redacted]. This made him whole as he had received what he paid for, properly functioning chairs. We also offered to provide Mr. [redacted] with a refund of the assembly fee he paid as well as $25.00 worth of SYWR points, but he declined. We find Mr. [redacted] request to receive a full refund while being allowed to keep the merchandise as well as send him $1000.00 to be unreasonable and it will not be granted. According to the terms of our return policy, we are not required to provide Mr. [redacted] with a refund at this time. However, the manufacturer has agreed to provide Mr. [redacted] with a gift for the full value of his purchase price as a courtesy if he will submit a copy of his purchase receipt. Mr. [redacted] may send this to my email address listed below and I will have the gift card processed. While we realize that this will likely not meet with Mr. [redacted] approval, we want to stress that this is being offered solely as a courtesy and not an obligation. No other resolutions will be considered. In light of the aforementioned information, we respectfully ask that this matter remain 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]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Judy R[redacted] Dear [redacted] We have completed our investigation of Ms....
R[redacted] complaint regarding the haul away of her old appliances and her request to receive the transcript from her chat conversation. Whenever a member has concluded a chat, they are offered the opportunity to have the transcript sent to them at that point in time. After that, the information is not released to the member; it is proprietary information and only used for internal training purposes on our part. Ms. R[redacted] was speaking with Robert B[redacted] from our Executive Office and she confirmed that she had already received compensation in the amount of $300.00. Our basic delivery service does not include moving items to a different location and there is no process in place to provide such a service. That said, we will review the proprietary chat transcript and address as needed. In light of the aforementioned information, we have closed our file. We apologize to Ms. R[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] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
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]
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
August 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Linda [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the delay of her refrigerator repair and her subsequent request...
for a replacement.
Ms. [redacted]'s Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The Agreement does not promise that repairs will be completed within any specific time-frame or period, but most service calls are completed with a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, we revealed that replacement of Ms. [redacted]'s washer had already been authorized and she was issued a store credit of $1,199.99, which on July 12, 2015, she used toward the purchase of another washer from Sears. At this time, we can only apologize for any inconvenience she may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided a resolution appropriate to the terms of the Master Protection Agreement Ms. [redacted] purchased for her washer.
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
512-[redacted]
1-800-[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. However, all dates for repair were not documented in this response. They are missing prior attempt dates for the same repair. I have spoken to Matilda concerning an upcoming appointment on 8/7/17. I would like to keep this complaint open, if possible, until after the tech arrives on 8/7/17. Because of my past experience with SEARS technicians, I remain pessimistic of an actual resolve to this issue.
Sincerely,
Celestine T[redacted]
September 28, 2016
Nita [redacted]
Revdex.com
330 North *abash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – John [redacted]
Dear Ms. [redacted]:
*e have completed the investigation of Mr. [redacted]’s complaint regarding the problem he encountered *hen he...
attempted to return the counter top micro*ave after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges *ithin the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, posted on signs at registers, or a consumer can ask an associate for details. *ith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging *ith all accessories, manuals, and parts, *ith your original receipt, for a refund or exchange (subject to the terms and conditions belo*). For most items, you have 30 days from the date of your original purchase to make a return *ith the follo*ing exceptions...”Since Mr. [redacted] purchased the countertop micro*ave on May 7, 2016, and attempted to return it on September 13, 2016, he *as clearly over the 30-day “hassle-free” return period.
Ho*ever, after the Sears hassle-free 30-day return/exchange period has expired, the countertop micro*ave is covered by the manufacturer’s one-year *arranty. The *arranty states, “If this product fails due to a defect or *orkmanship *ithin one year from the date of purchase, return it *ith proof of purchase to any Sears store or other Kenmore outlet in the United States for a free replacement”. Since Mr. [redacted] stated that the micro*ave *as not *orking, Mr. [redacted] should be issued an in-*arranty exchange, not a return. *e reached out to Store Manager David [redacted] to assist *ith the in-*arranty exchange. Mr. [redacted] contacted Mr. [redacted] to discuss his concerns. As a good-*ill gesture, Mr. [redacted] offered to make an exception and process a return for a refund. *ith that being said, since *e have addressed the issue brought forth in Mr. [redacted]’s complaint, *e have closed our file.
Again, *e 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda.[redacted]@searshc.com
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Anna [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Outlet. We have been informed by Ms. [redacted] that the actions...
taken by Sears Outlet have resolved her complaint and she is satisfied. Additionally Ms. [redacted] left Sears Outlet a positive review on Yelp, that said out file has been 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 8, 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 dissatisfaction that she was denied a return on the [redacted]...
[redacted] underwear that she claims she purchased on June 1, 2016.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is listed on Sears.com and in our stores for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…” We research our records and were unable to locate a recent underwear purchase made by Ms. [redacted]. On July 7, 2016 we contacted Ms. [redacted] and requested that that she provide us with a copy of the receipt for proof of purchase. Ms. [redacted] stated that she did not have a copy and that she is not good at keeping receipts. Ms. [redacted] stated that she attempted to return the purchase on June 1, 2016, which is the same day she previously stated she made the purchase.
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. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]