[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 refrigerator with a...
handle that is stuck.
We have received Ms. [redacted] complaint and apologize that she is having issues with her new refrigerator. We have scheduled service for June 30, 2016 between the hours of 1:00pm-5:00pm. The refrigerator is in our system and has been registered. That being said, because we have scheduled repair, 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.
September 13, 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 online order experience...
and request for a full refund. 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 Mr. Murphy placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] 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 Mr. [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 a full refund of $97.70 was issued on September 9, 2016, and $12.97 was credited on September 12, 2016. In closure, since we have confirmed that 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] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I was told that I would be receiving a new refrigerator they gave me a model number to search from ** Appliances. I accepted the terms of the new refrigerator. It was suppose to be ordered and delivered with 3 to 5 business days. They mentioned if I wanted to cancel or the refrigerator didn't fit I would have to pay for the restocking fees. Which I accepted aswell. Yesterday 1/23/2017 I received a call from the company that sets up the appoinments and delivery. Susan mentioned that the service was cancelled and I would need to call Sears to reschedule or see why. So I called back and no one could give me a reason why it was cancelled and said that they would call back later with answers. Still no call back, So this morning I called Susan back to see if the records has been updated she said she still shows a cancelled order from her end.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out. Yes, the original part arrived damaged and a new one was ordered. However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived. When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received. Currently I have an appointment for Friday, February 17, 2017, not February 20, 2017. The contradiction of this response in and of itself is the exact reason for my refusing to accept. I will not accept a response until the work is complete and satisfactory. To this point, no repair work has been completed, only parts ordered.
Sincerely,
William [redacted]
May 26, 2017 [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 his online order experience and...
non-receipt of a refund for a tool that was never received. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund of $8.64 in the form of a mail bank check on May 9, 2017. The check normally takes 7 to 10 business days to receive in the mail. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been provided 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
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted],
I received your response to my complaint regarding my experience with your company.
Your proposed resolution does not address the full bill I received for $353.01.
I hired your company to complete the repair of my appliance. I entered into the agreement in good faith and accepted your service. Therefore the non-refundable trip charge should also be credited. That is your policy. The diagnostic and repair failed to return the appliance to working order.
My family has been without a working refrigerator for over seven weeks now. We do not have the funds to hire anyone else without a full refund. I have given Sears over thirty interactions to do the right thing. Please understand, that those thirty interactions were the worst experiences I have yet had as a consumer. I cannot imagine that my experience, and your company's complete failure, would not warrant a refund.
I am completely disheartened to even have to write this email to you Ms. [redacted]. My complaint outlined my experience with your company. I had expected to receive a complete and thorough resolution to this matter.
Please resolve this matter with a full refund and confirm our bill is settled.
I look forward to your response.
Thank you.
January 6, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jamie E. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with...
our customer service and receipt of the incorrect kmart.com order. It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Kmart. 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. Additionally, we issued a refund of $88.44 to her PayPal account and $7.43 to her Shop Your Way Rewards account on December 22, 2016. Mrs. [redacted] is welcome to reply to our email or contact us by telephone if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us 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 Mrs. [redacted] comments and the requested return label and refund 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted]’s rebuttal regarding Sears Garage Solutions. When I spoke with [redacted] on Tuesday, April 26th we scheduled her appointment for Friday before 1pm. I scheduled this with Erin Mason with our Garage Solutions Office. When [redacted] called back she spoke with a member of the Sears Home Services scheduling team, who was not empowered to change the appointment. That said, the scheduling change never was properly communicated to the Garage Solutions Office. That said, [redacted] the owner of the local Sears Garage Solutions Office, ensured [redacted]’s garage door opener was serviced on Wednesday, May 4, 2016. [redacted], customer advocate from the main Sears Garage Solutions Corporate Office covered the cost of the service call as a gesture of good customer service due to the scheduling issues noted in [redacted] complaint. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Timothy [redacted]
Complaint: [redacted]
I am rejecting this response because: I was not offer a customer service courtesy credit for the incorrect information given to me by Kmart employees. I think Kmart need to better train their employees. I was given the wrong information by Kmart employees and the company fails to honor any credits in reference to this complaint. I will not shop at Kmart every again and I will hope everyone who reads this message wont shop there either.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is not a fair assesment of the problem. I kept the oil changed and all maintenance done. Up until this happened, there was not a problem.
Sincerely,
James C[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Rena [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her...
refrigerator.
We have reviewed Ms. [redacted]’s service history and our records show that her refrigerator repair was completed on July 30, 2016. We would like to note that $250.00 in food loss was processed on August 4, 2016 and will be received in 7-10 business days to the address on this complaint. Because Ms. [redacted]’s refrigerator has been repaired, 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.
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 his washer repair. Upon receiving Mr....
[redacted] complaint, we contacted Sears Home Warranty (SHW) for assistance. On February 27, 2017, [redacted], Claims Management Specialist with SHW, responded that Mr. [redacted] service claim to replace the outer front and rear tubs was denied. Per the terms of the Sears Home Warranty certain parts are not covered. We have included the portion of the agreement that pertains to Mr. [redacted] situation - Examples of Items/Conditions Not Covered: Automatic deodorizers; buckets; commercial units; damage to clothing; doors; door cables; door glass; door seals; drawers; drip pans; drums; exhaust fan not solely for venting range/cooktop fumes; filters and screens; food spoilage; standalone or self-contained icemakers and ice/water dispensers; water supply lines; independent telescoping range exhaust; interior lining; internal shelves; knobs and handles; light bulbs and fixtures; lock and key assemblies; panels and/or cabinetry; racks; removable minitubs; rollers other than clothes dryer drum rollers; rooftop exhaust units; rotisseries and probes; secondary units; self-cleaning mechanisms including door latches; sensi-temp/sensi-heat burners; shelves; springs; stand-alone freezers; structural components; timers and clocks; trays; tubs; venting; washing machine agitators; conditions of water flow restriction due to scale, minerals and other deposits. After Mr. Klezmer was advised that his claim was denied, he requested that his coverage be canceled and set-up as a non-renewal. As of March 8, 2017, Mr. [redacted] coverage will be canceled and no further payments will be garnered. With that said, since we have confirmed that Mr. [redacted] service claim was denied in accordance with the terms of his Sears Home Warranty, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 5, 2017
[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 his dissatisfaction with the multiple rescheduled service appointments and that the washer was not repaired in a timely manner.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] 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. We want to assure Mr. [redacted] that his 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 Mr. [redacted] complaint we reviewed the service order and case notes related to the washer. Our records indicate that the Mr. [redacted] appointment was rescheduled at least 6 times for various reason; tech called in sick, over-booking, no tech availability, and system outage issues. After multiple reschedules, the washer repair was completed on April 13, 2017. Due to the rescheduling issues Mr. [redacted] was offered and accepted a $50 check for laundry reimbursement, and his protection agreement was extended for an additional 6 months at no additional charge. As a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr. [redacted] a $125.00. If Mr. [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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
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]
June 23, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the chainsaw online. We confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms. [redacted] selected. We would also like to note that the return policy is posted in the store where Ms. [redacted] picked up the chainsaw, or a she could have simply asked an associate for details. With that being said, the Sears return policy 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 following exceptions...”
Since Ms. [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. 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]
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]
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
June 28, 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 refrigerator with a...
handle that is stuck.
We have received Ms. [redacted] complaint and apologize that she is having issues with her new refrigerator. We have scheduled service for June 30, 2016 between the hours of 1:00pm-5:00pm. The refrigerator is in our system and has been registered. That being said, because we have scheduled repair, 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
September 13, 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 online order experience...
and request for a full refund. 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 Mr. Murphy placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] 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 Mr. [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 a full refund of $97.70 was issued on September 9, 2016, and $12.97 was credited on September 12, 2016. In closure, since we have confirmed that 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] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I was told that I would be receiving a new refrigerator they gave me a model number to search from ** Appliances. I accepted the terms of the new refrigerator. It was suppose to be ordered and delivered with 3 to 5 business days. They mentioned if I wanted to cancel or the refrigerator didn't fit I would have to pay for the restocking fees. Which I accepted aswell. Yesterday 1/23/2017 I received a call from the company that sets up the appoinments and delivery. Susan mentioned that the service was cancelled and I would need to call Sears to reschedule or see why. So I called back and no one could give me a reason why it was cancelled and said that they would call back later with answers. Still no call back, So this morning I called Susan back to see if the records has been updated she said she still shows a cancelled order from her end.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out. Yes, the original part arrived damaged and a new one was ordered. However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived. When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received. Currently I have an appointment for Friday, February 17, 2017, not February 20, 2017. The contradiction of this response in and of itself is the exact reason for my refusing to accept. I will not accept a response until the work is complete and satisfactory. To this point, no repair work has been completed, only parts ordered.
Sincerely,
William [redacted]
May 26, 2017 [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 his online order experience and...
non-receipt of a refund for a tool that was never received. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund of $8.64 in the form of a mail bank check on May 9, 2017. The check normally takes 7 to 10 business days to receive in the mail. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been provided 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
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted],
I received your response to my complaint regarding my experience with your company.
Your proposed resolution does not address the full bill I received for $353.01.
I hired your company to complete the repair of my appliance. I entered into the agreement in good faith and accepted your service. Therefore the non-refundable trip charge should also be credited. That is your policy. The diagnostic and repair failed to return the appliance to working order.
My family has been without a working refrigerator for over seven weeks now. We do not have the funds to hire anyone else without a full refund. I have given Sears over thirty interactions to do the right thing. Please understand, that those thirty interactions were the worst experiences I have yet had as a consumer. I cannot imagine that my experience, and your company's complete failure, would not warrant a refund.
I am completely disheartened to even have to write this email to you Ms. [redacted]. My complaint outlined my experience with your company. I had expected to receive a complete and thorough resolution to this matter.
Please resolve this matter with a full refund and confirm our bill is settled.
I look forward to your response.
Thank you.
January 6, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jamie E. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with...
our customer service and receipt of the incorrect kmart.com order. It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Kmart. 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. Additionally, we issued a refund of $88.44 to her PayPal account and $7.43 to her Shop Your Way Rewards account on December 22, 2016. Mrs. [redacted] is welcome to reply to our email or contact us by telephone if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us 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 Mrs. [redacted] comments and the requested return label and refund 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted]’s rebuttal regarding Sears Garage Solutions. When I spoke with [redacted] on Tuesday, April 26th we scheduled her appointment for Friday before 1pm. I scheduled this with Erin Mason with our Garage Solutions Office. When [redacted] called back she spoke with a member of the Sears Home Services scheduling team, who was not empowered to change the appointment. That said, the scheduling change never was properly communicated to the Garage Solutions Office. That said, [redacted] the owner of the local Sears Garage Solutions Office, ensured [redacted]’s garage door opener was serviced on Wednesday, May 4, 2016. [redacted], customer advocate from the main Sears Garage Solutions Corporate Office covered the cost of the service call as a gesture of good customer service due to the scheduling issues noted in [redacted] complaint. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Timothy [redacted]
Complaint: [redacted]
I am rejecting this response because: I was not offer a customer service courtesy credit for the incorrect information given to me by Kmart employees. I think Kmart need to better train their employees. I was given the wrong information by Kmart employees and the company fails to honor any credits in reference to this complaint. I will not shop at Kmart every again and I will hope everyone who reads this message wont shop there either.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is not a fair assesment of the problem. I kept the oil changed and all maintenance done. Up until this happened, there was not a problem.
Sincerely,
James C[redacted]
August 17, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Rena [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her...
refrigerator.
We have reviewed Ms. [redacted]’s service history and our records show that her refrigerator repair was completed on July 30, 2016. We would like to note that $250.00 in food loss was processed on August 4, 2016 and will be received in 7-10 business days to the address on this complaint. Because Ms. [redacted]’s refrigerator has been repaired, 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]-[redacted]
Erica.[redacted]@searshc.com
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 his washer repair. Upon receiving Mr....
[redacted] complaint, we contacted Sears Home Warranty (SHW) for assistance. On February 27, 2017, [redacted], Claims Management Specialist with SHW, responded that Mr. [redacted] service claim to replace the outer front and rear tubs was denied. Per the terms of the Sears Home Warranty certain parts are not covered. We have included the portion of the agreement that pertains to Mr. [redacted] situation - Examples of Items/Conditions Not Covered: Automatic deodorizers; buckets; commercial units; damage to clothing; doors; door cables; door glass; door seals; drawers; drip pans; drums; exhaust fan not solely for venting range/cooktop fumes; filters and screens; food spoilage; standalone or self-contained icemakers and ice/water dispensers; water supply lines; independent telescoping range exhaust; interior lining; internal shelves; knobs and handles; light bulbs and fixtures; lock and key assemblies; panels and/or cabinetry; racks; removable minitubs; rollers other than clothes dryer drum rollers; rooftop exhaust units; rotisseries and probes; secondary units; self-cleaning mechanisms including door latches; sensi-temp/sensi-heat burners; shelves; springs; stand-alone freezers; structural components; timers and clocks; trays; tubs; venting; washing machine agitators; conditions of water flow restriction due to scale, minerals and other deposits. After Mr. Klezmer was advised that his claim was denied, he requested that his coverage be canceled and set-up as a non-renewal. As of March 8, 2017, Mr. [redacted] coverage will be canceled and no further payments will be garnered. With that said, since we have confirmed that Mr. [redacted] service claim was denied in accordance with the terms of his Sears Home Warranty, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 5, 2017
[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 his dissatisfaction with the multiple rescheduled service appointments and that the washer was not repaired in a timely manner.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] 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. We want to assure Mr. [redacted] that his 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 Mr. [redacted] complaint we reviewed the service order and case notes related to the washer. Our records indicate that the Mr. [redacted] appointment was rescheduled at least 6 times for various reason; tech called in sick, over-booking, no tech availability, and system outage issues. After multiple reschedules, the washer repair was completed on April 13, 2017. Due to the rescheduling issues Mr. [redacted] was offered and accepted a $50 check for laundry reimbursement, and his protection agreement was extended for an additional 6 months at no additional charge. As a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr. [redacted] a $125.00. If Mr. [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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
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]
June 23, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the chainsaw online. We confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms. [redacted] selected. We would also like to note that the return policy is posted in the store where Ms. [redacted] picked up the chainsaw, or a she could have simply asked an associate for details. With that being said, the Sears return policy 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 following exceptions...”
Since Ms. [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. 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]
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]
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