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
Sincerely,
[redacted]
September 14, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Kaemanje [redacted] Via: Revdex.com WebsiteDear Ms. [redacted],This letter serves to provide a response to the consumer’s rebuttal statement dated 9/08/2016. Sears denies all allegations made by Mr. [redacted] in his rebuttal statement and will not take responsibility for any issues he may be experiencing. Senior management has declined his request for a complete refund for the alleged unfulfilled warranty agreement. That decision is based on the following information.In review of the consumer’s file again, our records show that the central air unit was originally purchased on 3/03/2007. We are still not able to locate the Protection Agreement (PA) coverage on the central air he alleged that he purchased. Moreover, the PA database does not show any extended warranty for the central air. If Mr. [redacted] has any documentation that can show us otherwise and support his position, he can forward that to our office for review. Once we have received the proof of the PA purchase from him, we can input the PA in the system, then cancel it and issue a refund for the PA coverage.Our file remains closed at this time. We will not address this issue gain unless Mr. [redacted] can provide us with proof or documentation that can support his position. If you have any further questions or concerns, please contact me at 1-800-222-5030 extension [redacted] or via email at richard[redacted]@searshomepro.com. Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: Kaemanje [redacted] via First Class Mail
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired.
We apologize if Ms. [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receipt. The return policy is the same with or without a gift receipt. A gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return period. As previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. As this is in accordance with our posted polices, we ask to have this matter closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24th. It is just as I had requested with the original order. Sears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrect. I did request the left venting on the dryer with my original order. However, I am now satisfied that this problem is corrected by Sears.
Although I will say it took a really long time for Sears to do this for me.
Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online order.
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
Our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted]@gmailc.om. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s 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.
While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $15.00 gift card which Ms. [redacted] accepted as a resolution on September 17, 2015. Later that day Ms. [redacted] contacted Sears again for assistance even though a resolution had been agreed upon. Ms. [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalf. The marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in question. Since Ms. [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolved. In closure, since Ms. [redacted] has received a $15.00 gift card for the DVD valued at $11.05 and the vendor has mailed a replacement DVD, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 3rd party market shipped me out a new DVD and sears offered a $15 gift card for all the issues
October 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We have spoken with the seller of Mr. [redacted] item and they have agreed to issue a refund if he will ship the item back. We want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibility. The item should be unused and the tags should be attached. The package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr. [redacted] should be in included. If it is not insured and it is lost, the seller will not be responsible for issuing the refund. The return address is: Irene Addo [redacted] In closing, we want to assure Mr. [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will apply. In the interim, since we have made arrangements to fulfill Mr. [redacted] request, 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]. I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them. I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them. That will no longer be the case. Sears is no longer a trustworthy business to me.Sincerely, [redacted]
(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.
Complaint: [redacted]
I am rejecting this response because:The lack of customer service by this company is appaulling. The company has not attempted to contact me to even try to make a resolution. During the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning order. Furthermore, Sears states that it records customer calls for customer service quality. In the phone calls I am sure the company can review what was discussed on the numerous phone calls I placed. I have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to ten. Sears should be held accountable to repair the fridge since it was not properly fixed during the time it was covered. If the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service technicians. Sears sold a malfunctioning unit and is now trying to get out of replacing it. It is bad business ethics and theft. I also wanted to state that in my original email directly to Ms. [redacted], I made her aware that I preferred to be called Mrs [redacted] since I am married. I also signed my last rebuttal with that. Each time she has responded, she has made it her every intention to call me ms [redacted]. It is rude and petty to be purposely undermined by this representative. I request that a different Sears rep handle this case from this point forward.
Thank you for your time,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] is lying about me not returning her call. I returned her call 3 times the first time she told me to ask for someone by the name of [redacted] because she was leaving. I did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happen. The next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not available. I called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run around. This whole experience has been very frustrating and at this time I have decided to just do business else where. Thanks for your time.
Sincerely,
[redacted]
September 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Robert P[redacted] Dear [redacted] We have completed the...
investigation of Mr. P[redacted] complaint regarding his grill. According to our records, arrangements have been made to provide Mr. Porcella with an exchange as a courtesy. Currently, the delivery date is scheduled for September 20, 2017. In light of the aforementioned information, we have closed our file. We apologize to Mr. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding the service he received at the Sears Outlet in Arizona Mills.
We have been advised that Mr. [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, 2015. As stated in our previous correspondence, the issues noted in Mr. [redacted]'s complaint were addressed internally with the store manager and the results internal investigations are not public. Arlin [redacted], Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr. [redacted] last week. Mr. [redacted] went on to state that he was also aware that Mr. [redacted] is not satisfied that we will not be terminating this store manager. Mr. [redacted] has agreed to continue shopping with us at our other locations. We reiterate, if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, we ask that this complaint be 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
January 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
dishwasher purchase. According to our records, Ms. [redacted] request was granted on a new order and she picked up the dishwasher on December 29, 2016. In light of the aforementioned information, 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,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:I still feel this is misleading. I simply won't be doing with Sears in the future. I'm glad they changed their verbiage to avoid future confusion for potential future customers. I won't be patronizing their business.
Sincerely,
[redacted]
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]
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]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted]90 - Darrell [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s...
complaint regarding his online order and delivery experience.
It is unfortunate that we failed Mr. [redacted]'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We spoke with Mr. [redacted] and apologized for any inconvenience he experienced and offered a $75.00 gift card which he accepted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Mr. [redacted] can expect to receive the gift card in the mail within seven to fourteen business days. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
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,
Sharon [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
Sincerely,
[redacted]
September 14, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Kaemanje [redacted] Via: Revdex.com WebsiteDear Ms. [redacted],This letter serves to provide a response to the consumer’s rebuttal statement dated 9/08/2016. Sears denies all allegations made by Mr. [redacted] in his rebuttal statement and will not take responsibility for any issues he may be experiencing. Senior management has declined his request for a complete refund for the alleged unfulfilled warranty agreement. That decision is based on the following information.In review of the consumer’s file again, our records show that the central air unit was originally purchased on 3/03/2007. We are still not able to locate the Protection Agreement (PA) coverage on the central air he alleged that he purchased. Moreover, the PA database does not show any extended warranty for the central air. If Mr. [redacted] has any documentation that can show us otherwise and support his position, he can forward that to our office for review. Once we have received the proof of the PA purchase from him, we can input the PA in the system, then cancel it and issue a refund for the PA coverage.Our file remains closed at this time. We will not address this issue gain unless Mr. [redacted] can provide us with proof or documentation that can support his position. If you have any further questions or concerns, please contact me at 1-800-222-5030 extension [redacted] or via email at richard[redacted]@searshomepro.com. Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: Kaemanje [redacted] via First Class Mail
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired.
We apologize if Ms. [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receipt. The return policy is the same with or without a gift receipt. A gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return period. As previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. As this is in accordance with our posted polices, we ask to have this matter closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24th. It is just as I had requested with the original order. Sears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrect. I did request the left venting on the dryer with my original order. However, I am now satisfied that this problem is corrected by Sears.
Although I will say it took a really long time for Sears to do this for me.
Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online order.
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
Our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted]@gmailc.om. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s 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.
While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $15.00 gift card which Ms. [redacted] accepted as a resolution on September 17, 2015. Later that day Ms. [redacted] contacted Sears again for assistance even though a resolution had been agreed upon. Ms. [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalf. The marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in question. Since Ms. [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolved. In closure, since Ms. [redacted] has received a $15.00 gift card for the DVD valued at $11.05 and the vendor has mailed a replacement DVD, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 3rd party market shipped me out a new DVD and sears offered a $15 gift card for all the issues
October 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We have spoken with the seller of Mr. [redacted] item and they have agreed to issue a refund if he will ship the item back. We want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibility. The item should be unused and the tags should be attached. The package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr. [redacted] should be in included. If it is not insured and it is lost, the seller will not be responsible for issuing the refund. The return address is: Irene Addo [redacted] In closing, we want to assure Mr. [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will apply. In the interim, since we have made arrangements to fulfill Mr. [redacted] request, 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]. I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them. I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them. That will no longer be the case. Sears is no longer a trustworthy business to me.Sincerely, [redacted]
(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.
Complaint: [redacted]
I am rejecting this response because:The lack of customer service by this company is appaulling. The company has not attempted to contact me to even try to make a resolution. During the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning order. Furthermore, Sears states that it records customer calls for customer service quality. In the phone calls I am sure the company can review what was discussed on the numerous phone calls I placed. I have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to ten. Sears should be held accountable to repair the fridge since it was not properly fixed during the time it was covered. If the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service technicians. Sears sold a malfunctioning unit and is now trying to get out of replacing it. It is bad business ethics and theft. I also wanted to state that in my original email directly to Ms. [redacted], I made her aware that I preferred to be called Mrs [redacted] since I am married. I also signed my last rebuttal with that. Each time she has responded, she has made it her every intention to call me ms [redacted]. It is rude and petty to be purposely undermined by this representative. I request that a different Sears rep handle this case from this point forward.
Thank you for your time,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] is lying about me not returning her call. I returned her call 3 times the first time she told me to ask for someone by the name of [redacted] because she was leaving. I did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happen. The next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not available. I called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run around. This whole experience has been very frustrating and at this time I have decided to just do business else where. Thanks for your time.
Sincerely,
[redacted]
September 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Robert P[redacted] Dear [redacted] We have completed the...
investigation of Mr. P[redacted] complaint regarding his grill. According to our records, arrangements have been made to provide Mr. Porcella with an exchange as a courtesy. Currently, the delivery date is scheduled for September 20, 2017. In light of the aforementioned information, we have closed our file. We apologize to Mr. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding the service he received at the Sears Outlet in Arizona Mills.
We have been advised that Mr. [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, 2015. As stated in our previous correspondence, the issues noted in Mr. [redacted]'s complaint were addressed internally with the store manager and the results internal investigations are not public. Arlin [redacted], Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr. [redacted] last week. Mr. [redacted] went on to state that he was also aware that Mr. [redacted] is not satisfied that we will not be terminating this store manager. Mr. [redacted] has agreed to continue shopping with us at our other locations. We reiterate, if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, we ask that this complaint be 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
January 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
dishwasher purchase. According to our records, Ms. [redacted] request was granted on a new order and she picked up the dishwasher on December 29, 2016. In light of the aforementioned information, 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,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:I still feel this is misleading. I simply won't be doing with Sears in the future. I'm glad they changed their verbiage to avoid future confusion for potential future customers. I won't be patronizing their business.
Sincerely,
[redacted]
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]
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]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted]90 - Darrell [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s...
complaint regarding his online order and delivery experience.
It is unfortunate that we failed Mr. [redacted]'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We spoke with Mr. [redacted] and apologized for any inconvenience he experienced and offered a $75.00 gift card which he accepted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Mr. [redacted] can expect to receive the gift card in the mail within seven to fourteen business days. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
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,
Sharon [redacted]