[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted]’s rebuttal regarding Sears Garage Solutions. When I spoke with [redacted] on Tuesday, April 26th we scheduled her appointment for Friday before 1pm. I scheduled this with Erin Mason with our Garage Solutions Office. When [redacted] called back she spoke with a member of the Sears Home Services scheduling team, who was not empowered to change the appointment. That said, the scheduling change never was properly communicated to the Garage Solutions Office. That said, [redacted] the owner of the local Sears Garage Solutions Office, ensured [redacted]’s garage door opener was serviced on Wednesday, May 4, 2016. [redacted], customer advocate from the main Sears Garage Solutions Corporate Office covered the cost of the service call as a gesture of good customer service due to the scheduling issues noted in [redacted] complaint. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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]
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
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2[redacted]
Chicago, IL 60611
Re: 945[redacted] - Maureen F. [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we have failed Ms. [redacted] expectations when she placed her order. We value her patronage and can understand her frustration with the delay in receiving a refund. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter we found that Sears Online Solutioins had processed a refund of $476.99 on July 8, 2015. The credit was issued back to Ms. [redacted]'s Visa account ending in 7324. For Ms. [redacted]'s records the refund receipt number is 012449700262. In the interim, since it is our understanding that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
February 16, 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 order. According to our records, a full refund was issued to Mr. [redacted] on February 16, 2016. The refund should reflect within 3-5 business days. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 [redacted]
January 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Michelle C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]omplaint regarding her recent online order...
experience and her request to receive her order or a store credit. Anthony S[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. C[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we reached out to Ms. C[redacted] regarding the order to address her concerns. Ms. C[redacted] confirmed that she received her merchandise but was dissatisfied with the service she received at the store. We have taken action to speak with the associates involved with this transaction and will work on training accordingly. Additionally, we hope that in the future Ms. C[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. C[redacted] have any questions, she may contact our store directly at ([redacted] In the interim, we have noted Ms. C[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Rena [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her...
refrigerator.
We have reviewed Ms. [redacted]’s service history and our records show that her refrigerator repair was completed on July 30, 2016. We would like to note that $250.00 in food loss was processed on August 4, 2016 and will be received in 7-10 business days to the address on this complaint. Because Ms. [redacted]’s refrigerator has been repaired, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[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 service under his Sears Appliance warranty We...
apologize for the delay in responding to this complaint. We forwarded this matter to [redacted] who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator with a...
handle that is stuck.
We have received Ms. [redacted] complaint and apologize that she is having issues with her new refrigerator. We have scheduled service for June 30, 2016 between the hours of 1:00pm-5:00pm. The refrigerator is in our system and has been registered. That being said, because we have scheduled repair, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]- [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding the repair of her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize for any confusion she may have had. Her exchange refrigerator was delivered on October 24, 2015 and is now in Ms. [redacted]'s home. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted].[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.
Sincerely,
Alexander D[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94568865 - Dereck [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
service attempts to repair the washer and his request for a replacement.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. Our records indicate the washer repair was completed on September 12, 2015. As a courtesy and inconvenience, on August 6, 2015 we issued Mr. [redacted] a $50.00 check for laundry reimbursement. Due to the additional length of time to repair washer, on September 16, 2015 we issued an additional $50 laundry reimbursement check for a total of $100 for laundry reimbursement which the max amount allowed. Mr. [redacted] should receive the check within 10 business days via regular mail. Since we have addressed the issue brought forth in Mr. [redacted] complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Stephen E [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Tina Corn-Carlton, Sears Home Services,...
Customer Advocate provided the following response: We have been advised by the local office that Mr. [redacted] new garage door opener has been installed. There are no outstanding issues that our office is aware of. If Mr. [redacted] has any outstanding concerns that need to be addressed, he can reach me at 740/201-3013 or via email at [redacted].com. 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
December 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tenisha [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience of a watch. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by Happydeal-365 located at 15650 Salt Lake Avenue, City of Industry CA 91745, Email: [email protected] and telephone number (818) 851-7856. 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. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS issued 10,000 in Shop Your Way Reward points which Ms. [redacted] accepted. Finally, after researching the USPS tracking number, we confirmed that the item was not delivered. Therefore, a refund has been processed from the seller’s account. Ms. [redacted]’s credit will post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our automatic refund system cancelled [redacted] layaway and issued a credit of $602.50 to each of 2 [redacted] gift cards on March 20, 2016. These refunds were later rejected by [redacted] and returned to our store’s account. As such, a check for $1,205.00 was issued on May 11, 2016, and mailed to the address [redacted] provided. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. [redacted] is welcome to contact [redacted], Manager for Sears Store number [redacted] if she has any further questions about this issue or her refund. We respectfully ask to have this matter closed, since we have noted [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]
March 13, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We apologize to Mr. [redacted] for any inconvenience he may have experienced as a result of this issue. Although we strive to make sure all of the items listed for sale on our website are accurate, at times there may be an error. The Terms and Conditions for us one our site clearly sate: “Sears may display advertising prints for products sold through a Sears Site. Sears attempts to display the colors of the products shown on the Sears Site as accurately as possible. However, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” That said, we did offer to send Mr. [redacted] a return shipping label so a refund might be issued once the item was received or a $10.00 credit to keep the item as is, but he declined both offers. While we find his request to receive a full refund while being allowed to keep the item to be unreasonable, we have issued $20.00 worth of points to his Shop Your Way Rewards account as a courtesy. This is equal to half of the cost of the item in question. In light of the aforementioned information, 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 [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted]’s rebuttal regarding Sears Garage Solutions. When I spoke with [redacted] on Tuesday, April 26th we scheduled her appointment for Friday before 1pm. I scheduled this with Erin Mason with our Garage Solutions Office. When [redacted] called back she spoke with a member of the Sears Home Services scheduling team, who was not empowered to change the appointment. That said, the scheduling change never was properly communicated to the Garage Solutions Office. That said, [redacted] the owner of the local Sears Garage Solutions Office, ensured [redacted]’s garage door opener was serviced on Wednesday, May 4, 2016. [redacted], customer advocate from the main Sears Garage Solutions Corporate Office covered the cost of the service call as a gesture of good customer service due to the scheduling issues noted in [redacted] complaint. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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]
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
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2[redacted]
Chicago, IL 60611
Re: 945[redacted] - Maureen F. [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we have failed Ms. [redacted] expectations when she placed her order. We value her patronage and can understand her frustration with the delay in receiving a refund. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter we found that Sears Online Solutioins had processed a refund of $476.99 on July 8, 2015. The credit was issued back to Ms. [redacted]'s Visa account ending in 7324. For Ms. [redacted]'s records the refund receipt number is 012449700262. In the interim, since it is our understanding that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
February 16, 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 order. According to our records, a full refund was issued to Mr. [redacted] on February 16, 2016. The refund should reflect within 3-5 business days. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 [redacted]
January 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Michelle C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]omplaint regarding her recent online order...
experience and her request to receive her order or a store credit. Anthony S[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. C[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we reached out to Ms. C[redacted] regarding the order to address her concerns. Ms. C[redacted] confirmed that she received her merchandise but was dissatisfied with the service she received at the store. We have taken action to speak with the associates involved with this transaction and will work on training accordingly. Additionally, we hope that in the future Ms. C[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. C[redacted] have any questions, she may contact our store directly at ([redacted] In the interim, we have noted Ms. C[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 17, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Rena [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her...
refrigerator.
We have reviewed Ms. [redacted]’s service history and our records show that her refrigerator repair was completed on July 30, 2016. We would like to note that $250.00 in food loss was processed on August 4, 2016 and will be received in 7-10 business days to the address on this complaint. Because Ms. [redacted]’s refrigerator has been repaired, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]-[redacted]-[redacted]
Erica.[redacted]@searshc.com
[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 service under his Sears Appliance warranty We...
apologize for the delay in responding to this complaint. We forwarded this matter to [redacted] who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
June 28, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator with a...
handle that is stuck.
We have received Ms. [redacted] complaint and apologize that she is having issues with her new refrigerator. We have scheduled service for June 30, 2016 between the hours of 1:00pm-5:00pm. The refrigerator is in our system and has been registered. That being said, because we have scheduled repair, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
Hi There,This was sent in error. We are not Sears, we are a staffing firm. We do not sell wine coolers.Thanks,[redacted]
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]- [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding the repair of her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize for any confusion she may have had. Her exchange refrigerator was delivered on October 24, 2015 and is now in Ms. [redacted]'s home. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted].[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.
Sincerely,
Alexander D[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94568865 - Dereck [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
service attempts to repair the washer and his request for a replacement.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. Our records indicate the washer repair was completed on September 12, 2015. As a courtesy and inconvenience, on August 6, 2015 we issued Mr. [redacted] a $50.00 check for laundry reimbursement. Due to the additional length of time to repair washer, on September 16, 2015 we issued an additional $50 laundry reimbursement check for a total of $100 for laundry reimbursement which the max amount allowed. Mr. [redacted] should receive the check within 10 business days via regular mail. Since we have addressed the issue brought forth in Mr. [redacted] complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Stephen E [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Tina Corn-Carlton, Sears Home Services,...
Customer Advocate provided the following response: We have been advised by the local office that Mr. [redacted] new garage door opener has been installed. There are no outstanding issues that our office is aware of. If Mr. [redacted] has any outstanding concerns that need to be addressed, he can reach me at 740/201-3013 or via email at [redacted].com. 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
December 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tenisha [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience of a watch. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by Happydeal-365 located at 15650 Salt Lake Avenue, City of Industry CA 91745, Email: [email protected] and telephone number (818) 851-7856. 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. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS issued 10,000 in Shop Your Way Reward points which Ms. [redacted] accepted. Finally, after researching the USPS tracking number, we confirmed that the item was not delivered. Therefore, a refund has been processed from the seller’s account. Ms. [redacted]’s credit will post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our automatic refund system cancelled [redacted] layaway and issued a credit of $602.50 to each of 2 [redacted] gift cards on March 20, 2016. These refunds were later rejected by [redacted] and returned to our store’s account. As such, a check for $1,205.00 was issued on May 11, 2016, and mailed to the address [redacted] provided. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. [redacted] is welcome to contact [redacted], Manager for Sears Store number [redacted] if she has any further questions about this issue or her refund. We respectfully ask to have this matter closed, since we have noted [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]
March 13, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We apologize to Mr. [redacted] for any inconvenience he may have experienced as a result of this issue. Although we strive to make sure all of the items listed for sale on our website are accurate, at times there may be an error. The Terms and Conditions for us one our site clearly sate: “Sears may display advertising prints for products sold through a Sears Site. Sears attempts to display the colors of the products shown on the Sears Site as accurately as possible. However, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” That said, we did offer to send Mr. [redacted] a return shipping label so a refund might be issued once the item was received or a $10.00 credit to keep the item as is, but he declined both offers. While we find his request to receive a full refund while being allowed to keep the item to be unreasonable, we have issued $20.00 worth of points to his Shop Your Way Rewards account as a courtesy. This is equal to half of the cost of the item in question. In light of the aforementioned information, 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 [redacted]