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. After I submitted my complaint to you (outside of SEARS) I finally got help with my problem. So gratified. Thank you -- and now I can say thank SEARS. I would hope in the future that SEARS find ways to address customer needs themselves without outside intervention.
Sincerely,
Erik [redacted]
December 6, 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 his recent online order...
experience and request to receive a refund gift card and Sears to honor the same sale price. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. 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 found that the Sears Gift Card department re-issued a new gift card of $150.00 on November 28, 2016. The gift card will arrive in the mail within 7 to 10 business days and Sears will honor the same sale price and discounts on his new order. Mr. [redacted] simply needs to reference his previous order so that the discounts will be applied. 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, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 1, 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 dissatisfaction with the quality of the refrigerator...
she purchased from the outlet store, and that the replacement model failed too soon.
As clarification, appliances sold at our outlet stores can be new or used products. Items sold as new with cosmetic issues it may have been “damaged” by delivery in the warehouse or during transportation to a consumer’s home. If the consumer refuses delivery due to cosmetic issues, it may be sold as new at our outlet stores. It is unfortunate that we failed Ms. [redacted] expectations when she purchased her [redacted] refrigerator on May 1, 2016. According to our records, on March 8, 2017 the outlet store processed an exchange with a new Kenmore model. On March 20, 2017 Ms. [redacted] reported the ice maker issue on the Kenmore model and service was scheduled. Our technician ordered a fitting and control board; the repair was completed on April 10, 2017. The outlet store manager reached out to Ms. [redacted] and she confirmed that the issue has been resolved.
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]
February 27, 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 the pricing of some items he wished to purchase. We have emailed Mr[redacted] with an offer to provide him with a credit for the difference in price if he will order those boots for the current price as a courtesy, but there has been no reply. We want to note that the Terms Of Use for our site clearly note that we are no responsible for any errors that may occur in regard to pricing or description, but we are making an exception as a courtesy. Should Mr[redacted] wish to accept, he may respond to the email that was previously sent or forward the new order number to the email address listed below. Once this is done, a credit will be applied for the difference via the same form of payment. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 18, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. W[redacted] complaint regarding her...
dryer. We spoke with Ms. W[redacted] in response to this complaint and arrangements were made to supply her with the matching dryer. That new dryer was delivered on August 14, 2017 according to our records. Since we have granted Ms. W[redacted] request as noted above, we have closed our file.We apologize to Ms. W[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 SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: I was almost promised additional discount due to the fact that I had to endure the worst kind of customer service and also waiting for 2 months to get my issue resolved. Please honor your word and give the additional discount after the item was received.
Sincerely,
[redacted]
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94573263- Pat [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize that her unit has failed. We scheduled repair for October 17, 2015 where the technician deemed that the unit was not repairable. It should be noted that Ms. [redacted]'s refrigerator is covered under a 5 year sealed system warranty and thus has been approved for a replacement. Ms. [redacted] will be contacted within 48 business hours with regards to replacement information. That being said, because we are in the process of replacing Ms. [redacted]'s refrigerator, we respectfully request this complaint be 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
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. Thank you for getting them to act...
Sincerely,
Carol R[redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
Unfortunately, it appears that there was an error made in the listing for the bundle Ms. [redacted] ordered. We are sending a gift card for $120.00 to [redacted] email address. It should arrive within 72 business hours. This should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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]
October 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. Additionally, we forwarded Mr. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Upon reviewing Mr. [redacted] service order, we found a notation that he had paid $283.09. Since he installed the part himself, we feel that he would not owe any additional monies above what he has paid already. Additionally, it appears on the day of service, there was a system error which caused his payment not to post in our system, which subsequently generated a bill for the original estimate cost of repair. Accordingly, we contacted the National Claims Center to clear the outstanding invoice. On October 24, 2016, National Accounts Manager [redacted] confirmed that the $347.09 invoice has been removed from the system; Mr. [redacted] should not receive any further bills dated after October 24th. While we are unable to compensate Mr. [redacted] for his time, as a courtesy, we are mailing him a $50.00 gift card. With that said, since we have corrected the billing error, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
August 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted] - Kathy [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to the response we provided.
We have corresponded with Ms. [redacted] via email and we feel she has now submitted supporting information to illustrate that the diagnosis she received may have been inaccurate. As such, we have issued a refund for the remaining amount of $38.20 in the form of a mailed bank check; she should receive this within about 2-3 weeks. In the interim, since it was our understanding that the aforementioned resolution met with her approval, we have closed our file.
Again, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
May 26, 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 dissatisfaction with the scheduling issues for the...
repair of her tractor.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced with the service delay of her tractor. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Ms. [redacted] complaint we reached out to our service unit for assistance with the scheduling issue. Ms. [redacted] was contacted and an accommodation was made to service the tractor on May 15, 2017. Regrettably, the tech was injured that day and service was rescheduled to May 18, 2017. Our technician assessed the tractor and ordered a part. He returned on May 25, 2017 and installed the part to complete the repair. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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]
September 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Jean G[redacted]-O[redacted]
Dear [redacted]
We have not fully completed our investigation of Ms. O[redacted] complaint regarding her dissatisfaction with performance of...
her washer and the multiple repair attempts to resolve the oversudsing issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. The technicians noted that they ran a full cycle and the dishwasher did not leak and confirmed that the unit was operational. The technicians noted that they instructed Ms. O[redacted] to change the detergent that she is using. On July 24, 2017 Ms. O[redacted] reported that the dishwasher was still leaking (suds) and our technician returned on August 15, 2017. Our technician inspected the dishwasher and found that the drain hose under the counter was too low and made an adjustment. The technician ran a completed cycle and found no leaks or oversudsing. However, on August 27, 2017 Ms. O[redacted] sent photos of the dishwasher full of suds again and the suds leaked out of the dishwasher unto her floor.
We reached out to our Strategic Technical Assistance Center (STAC) for assistance and provided the photos for review. STAC stated that suds this bad is definitely an indication of either the wrong kind of soap being used or too much is being used. STAC also mentioned that if a water softener is used on the dishwasher, the unit must be cleaned out regularly to prevent soap residue build-up. We contacted Ms. O[redacted] and she confirmed that she does not have a water softener in her home. She also confirmed that she only uses a rinse-aid as instructed in the manual. Ms. O[redacted] stated that she was using the same automatic dishwasher powder that she used for years on her previous dishwasher; however, the first technician advised her to switch to Finish powerballs which are pre-measured packets. Ms. O[redacted] claims that she has used the packets, but the dishwasher continues to have the same issue, and that it is an intermittent problem. She will use the dishwasher around 6 times and then it will have the over-sudsing issue. Since the technicians run one cycle, they are not able to duplicate the problem. We advised Ms. O[redacted] that we would schedule service with a senior technician and would monitor the repair. Ms. O[redacted] agreed to use Lemi-Shine to remove any residue from the dishwasher. We have reached out to our service management team and provided the details listed above. Ms. O[redacted] will be contacted to schedule a service at no charge. We are committed to providing a fair and equitable resolution. Once we review the technician’s findings, we will come to a decision. In the interim, should Ms. O[redacted] have any questions, she may contact me directly at [redacted]
We apologize to Ms. O[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]
July 22, 2014
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 186[redacted]
Revdex.com File No: 945[redacted] George [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves to update you regarding Mr. [redacted] concerns regarding his...
HVAC unit. I have spoken with the Atlanta district office and had an installer out on Tuesday July 21, 2015. The installer's diagnosis is that the ductwork is not sufficient for the units to work as they should. As soon as I have confirmation of when repairs will take place I will be assure to update you accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: George [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. W[redacted] order was through one of our Marketplace vendors, [redacted]. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. According to our records, the coupon in question has stipulations and you can see these when you click on “details” link: “Not valid on Every Day Great Price, Hot Buys, Special Purchases, Introductory Offers, Insane Deals, clearance, closeouts, gift cards, catalog orders & protection agreements, items not sold by Sears. One coupon per purchase. Redemption limited to one time use of either digital or in-store printed version. Void if transferred, copied, obtained via unapproved means or prohibited. Cash value 1/20 cent. Coupon savings may be deducted from refund. Cannot be used with other discounts.” As you can clearly see, “items not sold by sears” are excluded. Furthermore, the free shipping offer has details as well. When you click on the link, this appears: “Applies to mailable products sold by Sears and Kmart on qualifying orders. Excludes Marketplace and delivery of large, heavy items and appliances. Additional exclusions apply. Please see offer details on qualifying product pages. Applies to items Sold by Sears AND Kmart. This promotion is not eligible with international orders. FREE Standard Shipping on qualifying orders applies to mailable items Sold by Sears AND Kmart. Excludes Agio brand, Food & Grocery, Compact Refrigerators, Fencing, Tires, Wheels, Lawn Mowers, Tractor Attachments, Pet Food, Pet Litter & Supplies, Pools and Accessories, Trampolines, Outdoor Playsets, Kids Outdoor Vehicles, Wagons, Easels, Art Desks, Kitchen and Housekeeping Playsets, Treadmills, Ellipticals, Pilates Machines, Home Gyms and Weight Sets, Rowers and Steppers, Inversion Tables, Exercise Bikes, Bikes and Accessories, Scooters, Backboards and Rims, Game Room Tables, Tents, Air Conditioners, select Tool items and Automotive Services. Offer applies to merchandise shipped via normal UPS ground service only (most items under 150 lbs). Offer does not extend to items purchased from landsend.com, Sears Parts Direct, Sears licensed partner websites, digital services, Sears Presents, and Shop At Home catalogs. Free shipping value varies by ship to location. Items shipped via lowest cost or ground shipping method. Lowest cost and ground shipping methods only apply to orders shipped to the US continental 48 states, and the District of Columbia (does not apply to shipments to Alaska, Hawaii, Puerto Rico, Guam, Canada, Mexico, the U.S. Virgin Islands or to Military APO/FPO addresses). Products over 35lbs cannot be shipped to APO/FPO locations - all APO/FPO shipments are USPS. Estimated offer value ranges from $6.80 to $64. Offer excludes shipping costs on Oversized Shipping or In-Home Oversized Shipping Items.” Additionally, the page also says: “How to get FREE Shipping when you shop at Sears.” “Only items Sold by Sears are eligible for the FREE Shipping on qualifying orders. Exclusions apply.” As illustrated above, only items sold by Sears are eligible for free shipping and only mailable items would be included; oversized or large and heavy items are excluded. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Accordingly, Mr. [redacted] would need to contact [redacted] in regard to his order. The phone number is listed on their merchant page, but it is [redacted] and their email address is [redacted]. Mr. W[redacted] purchase would be subject to the terms of [redacted]s Return Policy, which is also noted on our site if he decides that he wishes to return his merchandise. It is: “If you have any problems with your order or you need us to track a package please e-mail us immediately. Most large freight items are Basic curbside delivery, no flights of stairs, no unpacking (they do not wait for you to unpack). If you wish to upgrade to Gold delivery please contact us prior to shipping. If you wish to make a return for any reason please contact us within 5 days of receiving the order. Customer pays return freight plus a 10% - 20% restocking fee for all returned merchandise damaged or otherwise. If items arrive with damage we reserve the right to repair or replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions and re-stocking fees will apply as a normal return if customer refuses replacement or repair. Orders cannot be canceled after they have been marked as shipped thru Sears.com. Any items that are refused without prior authorization will be held until the customers contacts us for an authorization and will incur all return shipping and restocking fees. We do not re-imburse any shipping charges to or from the customer for returns. Free shipping promotions will be charged the actual shipping costs on return of the products. All returns for any reason damaged or otherwise need to be in original manufacturer packaging and un-assembled. Once the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking fees. All sofa and Custom made pillow orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placed. If a sofa or custom sofa order is refused or returned no refund will be given. All Mattress and Sheet orders are non-refundable. Please make sure to note any and all damages on the Waybill at the time of delivery for all freight orders, also note there was damage to packaging at the time of delivery , if there is no damage noted we are not responsible for any damages after the delivery team leaves if nothing was noted at the time of delivery. [redacted] or it's affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold, individual manufacturers warranties may apply to certain products and those products will include warranty information provided by the manufacturer. [redacted] or it's affiliates or employees are in no way responsible for the servicing, repair, or shipping for any items that may be covered under the manufacturer warranties. All our merchandise is described from the photo shown of the product from our manufacturers details, some items may vary slightly in wood tone, fabric, or measurements. We are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tones. Any returns for the above reasons need to follow our returns policies.” In closure, since we find that the terms of both promotions were clearly listed and the page for the item in question identified the seller, we are unable to assist further and we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [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,
Timothy [redacted]
October 26, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Jahmie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Assistant Store Manager Tracey [redacted] provided the following res[redacted]e: According to our records, the delivery in question took place on October 22, 2016. Ms. [redacted] may contact me (Tracey) if she has any further question regarding her refund or setting up a new lease during normal business hours at ([redacted]. In [redacted] 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 Tell us why here...
Initial Business Response /* (1000, 10, 2015/07/16) */
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Charles [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the delay in receiving his microwave due to an installation delay.
Upon receipt of Mr. [redacted]'s complaint we reached out to [redacted] Manager for Store 1271, to assist with Mr. [redacted] concerns. We apologize that the sales associate failed to explain to Mr. [redacted] that even though the microwave would be delivered to our warehouse on June 26, 2015, the installation date would have to be scheduled separately with the contractor. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. For customer satisfaction and the inconvenience, on July 11, 2015 Manager Donner issued Mr. [redacted] a credit in the amount of $177.65. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded a portion of our purchase and installation price. We are pleased with the settlement and our confidence in Sears has been restored.
June 6, 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 online order experience and request for...
a refund of the shipping fee. After reviewing the notes in the order, Online clarified that Ms. [redacted] did not pay for premium shipping. As such, the delivery carrier [redacted] was initially not prepared or equipped for the delivery upstairs. However, it is our understanding that the Sears Online team authorized to have the delivery switched to home shipment and changed the order to premium and rescheduled. Since Ms. [redacted] did not pay for the premium delivery fee, this offer was processed as a onetime courtesy exception at no extra cost to her. Ms. [redacted] requested that the entire shipping fee be refunded to her however; Sears Online explained that they would be unable to provide another concession. In an attempt to resolve this matter, Sears Online offered to refund up to 15% off of the standard shipping fee she paid. Unfortunately, Ms. [redacted] declined the offer. We apologize again for any inconvenience she may have experienced. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After I submitted my complaint to you (outside of SEARS) I finally got help with my problem. So gratified. Thank you -- and now I can say thank SEARS. I would hope in the future that SEARS find ways to address customer needs themselves without outside intervention.
Sincerely,
Erik [redacted]
December 6, 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 his recent online order...
experience and request to receive a refund gift card and Sears to honor the same sale price. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. 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 found that the Sears Gift Card department re-issued a new gift card of $150.00 on November 28, 2016. The gift card will arrive in the mail within 7 to 10 business days and Sears will honor the same sale price and discounts on his new order. Mr. [redacted] simply needs to reference his previous order so that the discounts will be applied. 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, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 1, 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 dissatisfaction with the quality of the refrigerator...
she purchased from the outlet store, and that the replacement model failed too soon.
As clarification, appliances sold at our outlet stores can be new or used products. Items sold as new with cosmetic issues it may have been “damaged” by delivery in the warehouse or during transportation to a consumer’s home. If the consumer refuses delivery due to cosmetic issues, it may be sold as new at our outlet stores. It is unfortunate that we failed Ms. [redacted] expectations when she purchased her [redacted] refrigerator on May 1, 2016. According to our records, on March 8, 2017 the outlet store processed an exchange with a new Kenmore model. On March 20, 2017 Ms. [redacted] reported the ice maker issue on the Kenmore model and service was scheduled. Our technician ordered a fitting and control board; the repair was completed on April 10, 2017. The outlet store manager reached out to Ms. [redacted] and she confirmed that the issue has been resolved.
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]
February 27, 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 the pricing of some items he wished to purchase. We have emailed Mr[redacted] with an offer to provide him with a credit for the difference in price if he will order those boots for the current price as a courtesy, but there has been no reply. We want to note that the Terms Of Use for our site clearly note that we are no responsible for any errors that may occur in regard to pricing or description, but we are making an exception as a courtesy. Should Mr[redacted] wish to accept, he may respond to the email that was previously sent or forward the new order number to the email address listed below. Once this is done, a credit will be applied for the difference via the same form of payment. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 18, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. W[redacted] complaint regarding her...
dryer. We spoke with Ms. W[redacted] in response to this complaint and arrangements were made to supply her with the matching dryer. That new dryer was delivered on August 14, 2017 according to our records. Since we have granted Ms. W[redacted] request as noted above, we have closed our file.We apologize to Ms. W[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 SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: I was almost promised additional discount due to the fact that I had to endure the worst kind of customer service and also waiting for 2 months to get my issue resolved. Please honor your word and give the additional discount after the item was received.
Sincerely,
[redacted]
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94573263- Pat [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize that her unit has failed. We scheduled repair for October 17, 2015 where the technician deemed that the unit was not repairable. It should be noted that Ms. [redacted]'s refrigerator is covered under a 5 year sealed system warranty and thus has been approved for a replacement. Ms. [redacted] will be contacted within 48 business hours with regards to replacement information. That being said, because we are in the process of replacing Ms. [redacted]'s refrigerator, we respectfully request this complaint be 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
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. Thank you for getting them to act...
Sincerely,
Carol R[redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
Unfortunately, it appears that there was an error made in the listing for the bundle Ms. [redacted] ordered. We are sending a gift card for $120.00 to [redacted] email address. It should arrive within 72 business hours. This should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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]
October 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. Additionally, we forwarded Mr. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Upon reviewing Mr. [redacted] service order, we found a notation that he had paid $283.09. Since he installed the part himself, we feel that he would not owe any additional monies above what he has paid already. Additionally, it appears on the day of service, there was a system error which caused his payment not to post in our system, which subsequently generated a bill for the original estimate cost of repair. Accordingly, we contacted the National Claims Center to clear the outstanding invoice. On October 24, 2016, National Accounts Manager [redacted] confirmed that the $347.09 invoice has been removed from the system; Mr. [redacted] should not receive any further bills dated after October 24th. While we are unable to compensate Mr. [redacted] for his time, as a courtesy, we are mailing him a $50.00 gift card. With that said, since we have corrected the billing error, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
August 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted] - Kathy [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to the response we provided.
We have corresponded with Ms. [redacted] via email and we feel she has now submitted supporting information to illustrate that the diagnosis she received may have been inaccurate. As such, we have issued a refund for the remaining amount of $38.20 in the form of a mailed bank check; she should receive this within about 2-3 weeks. In the interim, since it was our understanding that the aforementioned resolution met with her approval, we have closed our file.
Again, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
May 26, 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 dissatisfaction with the scheduling issues for the...
repair of her tractor.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced with the service delay of her tractor. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Ms. [redacted] complaint we reached out to our service unit for assistance with the scheduling issue. Ms. [redacted] was contacted and an accommodation was made to service the tractor on May 15, 2017. Regrettably, the tech was injured that day and service was rescheduled to May 18, 2017. Our technician assessed the tractor and ordered a part. He returned on May 25, 2017 and installed the part to complete the repair. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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]
September 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Jean G[redacted]-O[redacted]
Dear [redacted]
We have not fully completed our investigation of Ms. O[redacted] complaint regarding her dissatisfaction with performance of...
her washer and the multiple repair attempts to resolve the oversudsing issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. The technicians noted that they ran a full cycle and the dishwasher did not leak and confirmed that the unit was operational. The technicians noted that they instructed Ms. O[redacted] to change the detergent that she is using. On July 24, 2017 Ms. O[redacted] reported that the dishwasher was still leaking (suds) and our technician returned on August 15, 2017. Our technician inspected the dishwasher and found that the drain hose under the counter was too low and made an adjustment. The technician ran a completed cycle and found no leaks or oversudsing. However, on August 27, 2017 Ms. O[redacted] sent photos of the dishwasher full of suds again and the suds leaked out of the dishwasher unto her floor.
We reached out to our Strategic Technical Assistance Center (STAC) for assistance and provided the photos for review. STAC stated that suds this bad is definitely an indication of either the wrong kind of soap being used or too much is being used. STAC also mentioned that if a water softener is used on the dishwasher, the unit must be cleaned out regularly to prevent soap residue build-up. We contacted Ms. O[redacted] and she confirmed that she does not have a water softener in her home. She also confirmed that she only uses a rinse-aid as instructed in the manual. Ms. O[redacted] stated that she was using the same automatic dishwasher powder that she used for years on her previous dishwasher; however, the first technician advised her to switch to Finish powerballs which are pre-measured packets. Ms. O[redacted] claims that she has used the packets, but the dishwasher continues to have the same issue, and that it is an intermittent problem. She will use the dishwasher around 6 times and then it will have the over-sudsing issue. Since the technicians run one cycle, they are not able to duplicate the problem. We advised Ms. O[redacted] that we would schedule service with a senior technician and would monitor the repair. Ms. O[redacted] agreed to use Lemi-Shine to remove any residue from the dishwasher. We have reached out to our service management team and provided the details listed above. Ms. O[redacted] will be contacted to schedule a service at no charge. We are committed to providing a fair and equitable resolution. Once we review the technician’s findings, we will come to a decision. In the interim, should Ms. O[redacted] have any questions, she may contact me directly at [redacted]
We apologize to Ms. O[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]
July 22, 2014
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 186[redacted]
Revdex.com File No: 945[redacted] George [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves to update you regarding Mr. [redacted] concerns regarding his...
HVAC unit. I have spoken with the Atlanta district office and had an installer out on Tuesday July 21, 2015. The installer's diagnosis is that the ductwork is not sufficient for the units to work as they should. As soon as I have confirmation of when repairs will take place I will be assure to update you accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: George [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. W[redacted] order was through one of our Marketplace vendors, [redacted]. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. According to our records, the coupon in question has stipulations and you can see these when you click on “details” link: “Not valid on Every Day Great Price, Hot Buys, Special Purchases, Introductory Offers, Insane Deals, clearance, closeouts, gift cards, catalog orders & protection agreements, items not sold by Sears. One coupon per purchase. Redemption limited to one time use of either digital or in-store printed version. Void if transferred, copied, obtained via unapproved means or prohibited. Cash value 1/20 cent. Coupon savings may be deducted from refund. Cannot be used with other discounts.” As you can clearly see, “items not sold by sears” are excluded. Furthermore, the free shipping offer has details as well. When you click on the link, this appears: “Applies to mailable products sold by Sears and Kmart on qualifying orders. Excludes Marketplace and delivery of large, heavy items and appliances. Additional exclusions apply. Please see offer details on qualifying product pages. Applies to items Sold by Sears AND Kmart. This promotion is not eligible with international orders. FREE Standard Shipping on qualifying orders applies to mailable items Sold by Sears AND Kmart. Excludes Agio brand, Food & Grocery, Compact Refrigerators, Fencing, Tires, Wheels, Lawn Mowers, Tractor Attachments, Pet Food, Pet Litter & Supplies, Pools and Accessories, Trampolines, Outdoor Playsets, Kids Outdoor Vehicles, Wagons, Easels, Art Desks, Kitchen and Housekeeping Playsets, Treadmills, Ellipticals, Pilates Machines, Home Gyms and Weight Sets, Rowers and Steppers, Inversion Tables, Exercise Bikes, Bikes and Accessories, Scooters, Backboards and Rims, Game Room Tables, Tents, Air Conditioners, select Tool items and Automotive Services. Offer applies to merchandise shipped via normal UPS ground service only (most items under 150 lbs). Offer does not extend to items purchased from landsend.com, Sears Parts Direct, Sears licensed partner websites, digital services, Sears Presents, and Shop At Home catalogs. Free shipping value varies by ship to location. Items shipped via lowest cost or ground shipping method. Lowest cost and ground shipping methods only apply to orders shipped to the US continental 48 states, and the District of Columbia (does not apply to shipments to Alaska, Hawaii, Puerto Rico, Guam, Canada, Mexico, the U.S. Virgin Islands or to Military APO/FPO addresses). Products over 35lbs cannot be shipped to APO/FPO locations - all APO/FPO shipments are USPS. Estimated offer value ranges from $6.80 to $64. Offer excludes shipping costs on Oversized Shipping or In-Home Oversized Shipping Items.” Additionally, the page also says: “How to get FREE Shipping when you shop at Sears.” “Only items Sold by Sears are eligible for the FREE Shipping on qualifying orders. Exclusions apply.” As illustrated above, only items sold by Sears are eligible for free shipping and only mailable items would be included; oversized or large and heavy items are excluded. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Accordingly, Mr. [redacted] would need to contact [redacted] in regard to his order. The phone number is listed on their merchant page, but it is [redacted] and their email address is [redacted]. Mr. W[redacted] purchase would be subject to the terms of [redacted]s Return Policy, which is also noted on our site if he decides that he wishes to return his merchandise. It is: “If you have any problems with your order or you need us to track a package please e-mail us immediately. Most large freight items are Basic curbside delivery, no flights of stairs, no unpacking (they do not wait for you to unpack). If you wish to upgrade to Gold delivery please contact us prior to shipping. If you wish to make a return for any reason please contact us within 5 days of receiving the order. Customer pays return freight plus a 10% - 20% restocking fee for all returned merchandise damaged or otherwise. If items arrive with damage we reserve the right to repair or replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions and re-stocking fees will apply as a normal return if customer refuses replacement or repair. Orders cannot be canceled after they have been marked as shipped thru Sears.com. Any items that are refused without prior authorization will be held until the customers contacts us for an authorization and will incur all return shipping and restocking fees. We do not re-imburse any shipping charges to or from the customer for returns. Free shipping promotions will be charged the actual shipping costs on return of the products. All returns for any reason damaged or otherwise need to be in original manufacturer packaging and un-assembled. Once the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking fees. All sofa and Custom made pillow orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placed. If a sofa or custom sofa order is refused or returned no refund will be given. All Mattress and Sheet orders are non-refundable. Please make sure to note any and all damages on the Waybill at the time of delivery for all freight orders, also note there was damage to packaging at the time of delivery , if there is no damage noted we are not responsible for any damages after the delivery team leaves if nothing was noted at the time of delivery. [redacted] or it's affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold, individual manufacturers warranties may apply to certain products and those products will include warranty information provided by the manufacturer. [redacted] or it's affiliates or employees are in no way responsible for the servicing, repair, or shipping for any items that may be covered under the manufacturer warranties. All our merchandise is described from the photo shown of the product from our manufacturers details, some items may vary slightly in wood tone, fabric, or measurements. We are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tones. Any returns for the above reasons need to follow our returns policies.” In closure, since we find that the terms of both promotions were clearly listed and the page for the item in question identified the seller, we are unable to assist further and we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [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,
Timothy [redacted]
October 26, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Jahmie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Assistant Store Manager Tracey [redacted] provided the following res[redacted]e: According to our records, the delivery in question took place on October 22, 2016. Ms. [redacted] may contact me (Tracey) if she has any further question regarding her refund or setting up a new lease during normal business hours at ([redacted]. In [redacted] 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 Tell us why here...
Initial Business Response /* (1000, 10, 2015/07/16) */
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Charles [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the delay in receiving his microwave due to an installation delay.
Upon receipt of Mr. [redacted]'s complaint we reached out to [redacted] Manager for Store 1271, to assist with Mr. [redacted] concerns. We apologize that the sales associate failed to explain to Mr. [redacted] that even though the microwave would be delivered to our warehouse on June 26, 2015, the installation date would have to be scheduled separately with the contractor. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. For customer satisfaction and the inconvenience, on July 11, 2015 Manager Donner issued Mr. [redacted] a credit in the amount of $177.65. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded a portion of our purchase and installation price. We are pleased with the settlement and our confidence in Sears has been restored.
June 6, 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 online order experience and request for...
a refund of the shipping fee. After reviewing the notes in the order, Online clarified that Ms. [redacted] did not pay for premium shipping. As such, the delivery carrier [redacted] was initially not prepared or equipped for the delivery upstairs. However, it is our understanding that the Sears Online team authorized to have the delivery switched to home shipment and changed the order to premium and rescheduled. Since Ms. [redacted] did not pay for the premium delivery fee, this offer was processed as a onetime courtesy exception at no extra cost to her. Ms. [redacted] requested that the entire shipping fee be refunded to her however; Sears Online explained that they would be unable to provide another concession. In an attempt to resolve this matter, Sears Online offered to refund up to 15% off of the standard shipping fee she paid. Unfortunately, Ms. [redacted] declined the offer. We apologize again for any inconvenience she may have experienced. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation