October 4, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Rasem M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding the problems he encountered when he requested an exchange of...
his new range.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. M[redacted] may have experienced. We value Mr. M[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We want to assure Mr. M[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further.
According to our records, the range was delivered on August 26, 2017 and Mr. Mere contacted our Delivery Customer Service that same day to report that he was delivered the wrong model. A request for an uneven exchange was submitted and Mr. M[redacted] was informed that he would be contacted with the delivery details. Regrettably, the original purchase receipt was dated June 27, 2017 and our system initiated a “return time period expired” and would not allow an exchange. We apologize for the error since the order was a layaway order that was recently delivered and within our return period. Our records indicate that Mr. M[redacted] contacted our Customer Solutions department and the issue was resolved. The exchange order was processed and the new range was delivered on August 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint we have closed our file.
We apologize to Mr. Mere and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted]...
[redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs. [redacted] recevied her her new [redacted] Elite refrigerator. After the exchange was completed I contacted and spoke with Mrs. [redacted] who informed me that the exchange was taken care of and she was very happy. I have provided a copy of the exchange sales check to the [redacted] for record keeping purposes. If I can be of any other assistance to Mr. and Mrs. [redacted], I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mr. and Mrs. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Mr. and Mrs. [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]
October 26, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Jahmie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Assistant Store Manager Tracey [redacted] provided the following res[redacted]e: According to our records, the delivery in question took place on October 22, 2016. Ms. [redacted] may contact me (Tracey) if she has any further question regarding her refund or setting up a new lease during normal business hours at ([redacted]. In [redacted] of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
Contact Name and Title: MELISSA [redacted]
August 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction...
with Sears Duct Cleaning.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his recent duct cleaning service. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the Ronald [redacted] Manager, for further review. We appreciate the opportunity to address the customer service issues outlined within Mr. [redacted] complaint, so that future problems can be averted.
On August 12, 2015, Mr. [redacted] responded that he had sent Mr. [redacted] a refund release form via email. Once Mr. [redacted] signs and returns the release form, a credit for $1,050.00 will be processed to Mr. [redacted] purchasing credit card. In the interim, since an equitable agreement has been proposed, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
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]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we
would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. The service unit was able
to work with our Routing department to move up [redacted] appointment to
November 3, 2015. On the date of service,
the technician examined [redacted] refrigerator and confirmed that the
compressor and condenser had failed. He
subsequently ordered the parts and returned on November 10, 2015, to install
the parts and complete the repair. Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the
parts or labor. While the repair was
covered, the exceptional parts warranty does not provide for any reimbursement for
consequential damages, such as food loss.
However, as a one-time customer courtesy, we have submitted a request
for reimbursement in the amount of $100.00 to help compensate [redacted] for some
of the food loss she incurred. The check
request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks. In
summary, since we have completed the repair to [redacted] refrigerator,
albeit later than expected, and documented her concerns with the repair
process, we ask to have this matter closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Anna [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Outlet. We have been informed by Ms. [redacted] that the actions...
taken by Sears Outlet have resolved her complaint and she is satisfied. Additionally Ms. [redacted] left Sears Outlet a positive review on Yelp, that said out file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled kmart.com order. It is unfortunate that we failed Ms. [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. Upon receipt of this complaint, we revealed that our store issued a refund of $95.92 to Ms. [redacted] account on December 4, 2015. However, because Ms. [redacted] stated that she had not yet received it, we reissued the refund in the form of a bank check on January 28, 2016, and sent an email to inform her that it should arrive at the address she provided with her order within 10 business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 28, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted]’ complaint regarding his dissatisfaction with the multiple repairs on his tractor and his request to return for a refund.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Kelly G[redacted] Store Manager for Outlet Store [redacted] to research and are currently awaiting the response. We are committed to providing a fair and equitable resolution and ask that Mr. H[redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
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]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Optical. First, we would like to apologize to [redacted]...
and her son, [redacted], for failing their expectations in regard to recently purchased eyeglasses. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her son. In accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames. Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap. Since we are providing [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 10, 2015/07/16) */
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Charles [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the delay in receiving his microwave due to an installation delay.
Upon receipt of Mr. [redacted]'s complaint we reached out to [redacted] Manager for Store 1271, to assist with Mr. [redacted] concerns. We apologize that the sales associate failed to explain to Mr. [redacted] that even though the microwave would be delivered to our warehouse on June 26, 2015, the installation date would have to be scheduled separately with the contractor. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. For customer satisfaction and the inconvenience, on July 11, 2015 Manager Donner issued Mr. [redacted] a credit in the amount of $177.65. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded a portion of our purchase and installation price. We are pleased with the settlement and our confidence in Sears has been restored.
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11757789 - Russell D. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint for his mower. Our research shows that Mr. [redacted]’s mower...
housing rusted through causing the wheel assembly to fall off. It appears that the mower was not properly stored during the off season and therefore possibly exposed to the elements which would cause rusting on the housing. This is seen as customer misuse and is therefore not covered under his service agreement. It is also important to note that the services in 2014 were found to be necessary due to improper regular maintenance as we had to clean the carburetor as well as replace the air filter and a spark plug. We suggest Mr. [redacted] read his owner’s manual regarding the manufactures recommended basic maintenance schedule as well as the proper storage. Since we have explained why Mr. [redacted] does not qualify for a replacement under the terms and conditions of the Master Protection Agreement we have closed his case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her refrigerator...
performance.
We have reviewed Ms. [redacted]’ service history and our records show that her refrigerator was replaced on 8/28/16 under salescheck# 093220795234. We apologize for the poor customer service that Ms. [redacted] received when calling in for repair and we are working to improve our service. We have forwarded Ms. [redacted]’ concerns to management so that issues such as these do not occur again in the future. That being said, because we have addressed Ms. [redacted]’ complaint, 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.
[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 purchase made online at [redacted] manager of the...
Grand Junction Sears Outlet provided the following response: The ovens noted in Mr[redacted] complaint were purchased online and per the order, the ovens were to be picked up from the store. When I spoke with Mr. [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problem. I did explain to Mr. ** that I would try to locate shipping for him and I sent him several options. Mr. ** was very unhappy because of the prices to have the ovens shipped to his home. Mr. ** agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door. [redacted] informed Mr. ** that the additional services requested will cost more money, and he was not interested in paying anything additional. That said, the order has been canceled and Mr. ** has been fully refunded. Since we have noted our response to Mr[redacted] complaint, we ask that this complaint be closed. We apologize to Mr. ** 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]
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that she was denied a return on the [redacted]...
[redacted] underwear that she claims she purchased on June 1, 2016.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is listed on Sears.com and in our stores for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…” We research our records and were unable to locate a recent underwear purchase made by Ms. [redacted]. On July 7, 2016 we contacted Ms. [redacted] and requested that that she provide us with a copy of the receipt for proof of purchase. Ms. [redacted] stated that she did not have a copy and that she is not good at keeping receipts. Ms. [redacted] stated that she attempted to return the purchase on June 1, 2016, which is the same day she previously stated she made the purchase.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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 7, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her dissatisfaction with the multiple repairs on her refrigerator.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the quality of the service provided on her refrigerator, the fact remains that the [redacted]s were provided a $500 voucher from Sears Home Warranty towards a replacement refrigerator due to the multiple repair attempts. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Roberta [redacted] #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to Ms. [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doors. Last week a new compressor and drier were installed. If Ms. [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam.[redacted]@searshc.com. Since we have noted the completed repairs to Ms. [redacted] refrigerator, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you
Sincerely,
[redacted]
October 4, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Rasem M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding the problems he encountered when he requested an exchange of...
his new range.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. M[redacted] may have experienced. We value Mr. M[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We want to assure Mr. M[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further.
According to our records, the range was delivered on August 26, 2017 and Mr. Mere contacted our Delivery Customer Service that same day to report that he was delivered the wrong model. A request for an uneven exchange was submitted and Mr. M[redacted] was informed that he would be contacted with the delivery details. Regrettably, the original purchase receipt was dated June 27, 2017 and our system initiated a “return time period expired” and would not allow an exchange. We apologize for the error since the order was a layaway order that was recently delivered and within our return period. Our records indicate that Mr. M[redacted] contacted our Customer Solutions department and the issue was resolved. The exchange order was processed and the new range was delivered on August 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint we have closed our file.
We apologize to Mr. Mere and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted]...
[redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs. [redacted] recevied her her new [redacted] Elite refrigerator. After the exchange was completed I contacted and spoke with Mrs. [redacted] who informed me that the exchange was taken care of and she was very happy. I have provided a copy of the exchange sales check to the [redacted] for record keeping purposes. If I can be of any other assistance to Mr. and Mrs. [redacted], I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mr. and Mrs. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Mr. and Mrs. [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]
October 26, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Jahmie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Assistant Store Manager Tracey [redacted] provided the following res[redacted]e: According to our records, the delivery in question took place on October 22, 2016. Ms. [redacted] may contact me (Tracey) if she has any further question regarding her refund or setting up a new lease during normal business hours at ([redacted]. In [redacted] of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
Contact Name and Title: MELISSA [redacted]
August 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction...
with Sears Duct Cleaning.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his recent duct cleaning service. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the Ronald [redacted] Manager, for further review. We appreciate the opportunity to address the customer service issues outlined within Mr. [redacted] complaint, so that future problems can be averted.
On August 12, 2015, Mr. [redacted] responded that he had sent Mr. [redacted] a refund release form via email. Once Mr. [redacted] signs and returns the release form, a credit for $1,050.00 will be processed to Mr. [redacted] purchasing credit card. In the interim, since an equitable agreement has been proposed, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
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]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we
would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. The service unit was able
to work with our Routing department to move up [redacted] appointment to
November 3, 2015. On the date of service,
the technician examined [redacted] refrigerator and confirmed that the
compressor and condenser had failed. He
subsequently ordered the parts and returned on November 10, 2015, to install
the parts and complete the repair. Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the
parts or labor. While the repair was
covered, the exceptional parts warranty does not provide for any reimbursement for
consequential damages, such as food loss.
However, as a one-time customer courtesy, we have submitted a request
for reimbursement in the amount of $100.00 to help compensate [redacted] for some
of the food loss she incurred. The check
request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks. In
summary, since we have completed the repair to [redacted] refrigerator,
albeit later than expected, and documented her concerns with the repair
process, we ask to have this matter closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Anna [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Outlet. We have been informed by Ms. [redacted] that the actions...
taken by Sears Outlet have resolved her complaint and she is satisfied. Additionally Ms. [redacted] left Sears Outlet a positive review on Yelp, that said out file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled kmart.com order. It is unfortunate that we failed Ms. [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. Upon receipt of this complaint, we revealed that our store issued a refund of $95.92 to Ms. [redacted] account on December 4, 2015. However, because Ms. [redacted] stated that she had not yet received it, we reissued the refund in the form of a bank check on January 28, 2016, and sent an email to inform her that it should arrive at the address she provided with her order within 10 business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 28, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted]’ complaint regarding his dissatisfaction with the multiple repairs on his tractor and his request to return for a refund.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Kelly G[redacted] Store Manager for Outlet Store [redacted] to research and are currently awaiting the response. We are committed to providing a fair and equitable resolution and ask that Mr. H[redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
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]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Optical. First, we would like to apologize to [redacted]...
and her son, [redacted], for failing their expectations in regard to recently purchased eyeglasses. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her son. In accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames. Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap. Since we are providing [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 10, 2015/07/16) */
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Charles [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the delay in receiving his microwave due to an installation delay.
Upon receipt of Mr. [redacted]'s complaint we reached out to [redacted] Manager for Store 1271, to assist with Mr. [redacted] concerns. We apologize that the sales associate failed to explain to Mr. [redacted] that even though the microwave would be delivered to our warehouse on June 26, 2015, the installation date would have to be scheduled separately with the contractor. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. For customer satisfaction and the inconvenience, on July 11, 2015 Manager Donner issued Mr. [redacted] a credit in the amount of $177.65. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded a portion of our purchase and installation price. We are pleased with the settlement and our confidence in Sears has been restored.
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11757789 - Russell D. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint for his mower. Our research shows that Mr. [redacted]’s mower...
housing rusted through causing the wheel assembly to fall off. It appears that the mower was not properly stored during the off season and therefore possibly exposed to the elements which would cause rusting on the housing. This is seen as customer misuse and is therefore not covered under his service agreement. It is also important to note that the services in 2014 were found to be necessary due to improper regular maintenance as we had to clean the carburetor as well as replace the air filter and a spark plug. We suggest Mr. [redacted] read his owner’s manual regarding the manufactures recommended basic maintenance schedule as well as the proper storage. Since we have explained why Mr. [redacted] does not qualify for a replacement under the terms and conditions of the Master Protection Agreement we have closed his case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
September 9, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her refrigerator...
performance.
We have reviewed Ms. [redacted]’ service history and our records show that her refrigerator was replaced on 8/28/16 under salescheck# 093220795234. We apologize for the poor customer service that Ms. [redacted] received when calling in for repair and we are working to improve our service. We have forwarded Ms. [redacted]’ concerns to management so that issues such as these do not occur again in the future. That being said, because we have addressed Ms. [redacted]’ complaint, 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
[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 purchase made online at [redacted] manager of the...
Grand Junction Sears Outlet provided the following response: The ovens noted in Mr[redacted] complaint were purchased online and per the order, the ovens were to be picked up from the store. When I spoke with Mr. [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problem. I did explain to Mr. ** that I would try to locate shipping for him and I sent him several options. Mr. ** was very unhappy because of the prices to have the ovens shipped to his home. Mr. ** agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door. [redacted] informed Mr. ** that the additional services requested will cost more money, and he was not interested in paying anything additional. That said, the order has been canceled and Mr. ** has been fully refunded. Since we have noted our response to Mr[redacted] complaint, we ask that this complaint be closed. We apologize to Mr. ** 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]
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that she was denied a return on the [redacted]...
[redacted] underwear that she claims she purchased on June 1, 2016.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is listed on Sears.com and in our stores for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…” We research our records and were unable to locate a recent underwear purchase made by Ms. [redacted]. On July 7, 2016 we contacted Ms. [redacted] and requested that that she provide us with a copy of the receipt for proof of purchase. Ms. [redacted] stated that she did not have a copy and that she is not good at keeping receipts. Ms. [redacted] stated that she attempted to return the purchase on June 1, 2016, which is the same day she previously stated she made the purchase.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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 7, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her dissatisfaction with the multiple repairs on her refrigerator.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the quality of the service provided on her refrigerator, the fact remains that the [redacted]s were provided a $500 voucher from Sears Home Warranty towards a replacement refrigerator due to the multiple repair attempts. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Roberta [redacted] #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to Ms. [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doors. Last week a new compressor and drier were installed. If Ms. [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam.[redacted]@searshc.com. Since we have noted the completed repairs to Ms. [redacted] refrigerator, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you
Sincerely,
[redacted]