July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with a seller hosted on the sears.com websiteWe value her patronage and can assure her that her concerns have been forwarded to management for review It appears that although the seller did make attempts to reach Ms [redacted] to assist in resolving her concern, she did not speak with them Instead our records indicate that Sears received notification of a credit dispute from Ms [redacted] credit provider The original charge was reversed by the credit provider, which Sears agreed to allow Therefore, Ms [redacted] will not see a separate refund, since her account has already been credited the original charge amount Ms [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue Since an equitable resolution has been provided, we have closed our file regarding this matter 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] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Michael S [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with Mr [redacted] we have authorized a replacement of the refrigerator under the first days of the Sears Home WarrantyMr [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigeratorMr [redacted] has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file 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
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she encountered in having her refrigerator repairedWe apologize that we overlooked responding to Ms [redacted] issue since we did assist with this back in JulyWhen we initially received her complaint the local service unit was able to move up her repair to July 11thWhen she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigeratorMs [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our fileWe 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 concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] order was delivered by [redacted] on April 28, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding her refrigerator After reviewing the complaint filed by Ms[redacted] , I reached out to her via email and offered to process an in warranty replacement of her refrigeratorThat said, a new Kenmore refrigerator has been ordered and is scheduled to be delivered to Ms[redacted] home on Wednesday, September 30, Moving forward, if Ms[redacted] has any additional concerns, she can email me as she has my email addressSince it is my understanding that Ms[redacted] was satisfied with the actions taken to resolve her complaint, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from SearsThey offered me a new refrigerator and had it delivered the next dayI was very pleased with the outcome
Complaint: [redacted] I am rejecting this response because: The Sears letter was non-responsive They mentioned washer parts that could create snags, but that was never the issue, it was clothing stretched out in the wash cycle Furthermore, I explained to the technician and other reps on the phone that I did NOT overload the washer, and I used the gentle cycle To requote my letter regarding the technician's second unproductive visit: For the stretched out clothing, we reviewed how to load the washer and use the settings I had been doing all properly He said if that’s the case, then the stretching is probably happening in the agitation cycle, and I should use gentler cycles than the clothing labels suggest I tried that later, but then my clothes came out dirtyI have a washer that doesn’t clean clothesMy letter has more details, and it is perfectly clear The proof it doesn't work is my stretched out clothes, but it is not possible to attach them! Sincerely, [redacted] ***
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 12010041- Brad Wolff Dear MsVirghes: We have completed the investigation of MrWolff’s complaint regarding his ratchetWhile our website page and any information related to the Evolv tool line clearly notes that a receipt is required to receive any fulfillment of the warranty, we appreciate MrWolff’s patronage and we are willing to send him a replacement piece free of charge as a courtesyAll MrWolff needs to do is respond to the voicemail that has been left for him todayIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to MrWolff and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired As clarification, Kmart does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyWe investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptions”Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the shoes on April 10, and attempted to return the purchase on May 14, 2016, she was clearly over our day return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent service experience and request for a full refund of the repair fee We would first like to apologize for any inconvenience MsK [redacted] may have experienced with her washerAfter reviewing the service history, we show she initially contacted Sears for repair on July 10, Since the washer did not have a warranty or Service Contract, there was a charge of $on July 13, When the Sears technician returned on July 27, 2017, to complete the service call, he provided MsK [redacted] with a refund of $Therefore, she ended up paying a total of $for the repairAdditionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since repair has been completed and a refund provided, we have noted MsK [redacted] concerns We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I was out of the money I paid for over a month and patiently waited for the arrival of the microwaveWhat did I gain from shopping with Sears? Not a thingSo I received my money back finally and finally was recredited for my points yet still no microwaveMy experience with Sears has been below customer satisfaction standardsI still am requesting a comparable item to be sold in exchange for the hassle of this experience Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was offered 94.50, so I have no idea where this is coming fromAnd it wasn't for the battery it was a partial refund from the trampoline I bought from them like months ago I appreciate their response, but I would appreciate the truth Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I believe the letter is far to vagueIt does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problemI do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditionerThis is the basis of the original complaintSears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own techniciansSo far they have successfully delayed the situation that it is now too cold to run the air conditionerI would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians Sincerely, Leslie [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations in regard to the refrigerator she purchased in July of from her local dealer storeWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon researching Ms [redacted] concerns, we found notes in her last service order indicating that the store of purchase was replacing her refrigeratorWe subsequently spoke with Store Manager [redacted] on March 24, 2017, and he confirmed that a new refrigerator has already been delivered to Ms [redacted] With that said, since Ms [redacted] has been provided with the replacement refrigerator she requested, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her recent online order refund After reviewing Ms [redacted] rebuttal complaint, we confirmed the refund amount she was shortedAccordingly, we have processed a credit of $back to her [redacted] account which will post within to business daysWe are always concerned when one of our members has a less than satisfactory experience, and can only apologize that we failed her expectationsWe understand this can be a subsequent loss of sales and we do not take this lightlyAgain, we forwarded this matter to the appropriate management to investigate Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 14, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-reference fileWe appreciate the opportunity to address the customer's concernsSHIP is dedicated to its customers and to their overall satisfaction with any and all installations performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Pursuant to Ms [redacted] 's complaint, on July 12, I spoke with Ms [redacted] and explained that SHIP would be reimbursing her the service fee in questionOn July 13, I confirmed that the credit card was issued a credit and Ms [redacted] will be able to call her credit card company and confirm the credit At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Miriam [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of the range she recently purchased and her request for a warranty exchange Upon receipt of Ms [redacted] complaint we reviewed the service orders and the case notes related to Ms [redacted] rangeAccording to our records, Ms [redacted] purchased the range on June 5, and it was delivered on June 9, On July 3, Ms [redacted] called to report a problem with the door and the burnersService was scheduled for July 8, and the technician noted that Ms [redacted] did not allow him to touch the unitOur technician spoke to our service unit and reported the issue, and it was documented that Ms [redacted] was requesting a replacementThe notes did not indicate that the range was a factory defectOn July 14, Ms [redacted] called again regarding the problem with range and requested a replacementRegrettably, the note stating that Ms [redacted] had requested for a replacement was over-lookedSince it was now over our day return/exchange period, she was informed that we would need to schedule service againOn July 27, our technician adjusted the door and noted that it was okayAgain, the technician did not note that the unit was a factory defect as Ms [redacted] claimedThe next day Ms [redacted] called again to report that the technician had informed her that he could not repair the range because it was a factory defectSince the notes did not support that claim, she was again informed that a technician must be sent and must document that it is defectiveOn August 8, our technician arrived again to assess the range, and he documented that Ms [redacted] did not want service on the range On September 12, we contacted Ms [redacted] and informed her that the initial service order was created within the day return/exchange period, and it was documented that she had requested a replacementTherefore, we would honor her request for an exchange of the rangeShe accepted the offer and chose to exchange with the same modelWe processed the exchange and the expected delivery date is set for September 19, Since we have provided Ms [redacted] with her desired resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services has approved the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacementSears will cover haul away, delivery and hook up of the new unitSince we have approved Ms [redacted] ’s refrigerator for replacement, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their response, however a $gift card does not satisfy our customer being without hot water for almost weeksI will never purchase an appliance from Sears EVER again for the plain and simple fact that their customer service is horrible- to make a family live without hot water for almost weeks and not seeing the urgency in the matterI understand the address confusion, but that's not what frustrates me
Complaint: [redacted] I am rejecting this response because:I did explain in my initial complaint that the refrigerator was purchased in November I provided SEARS with a proof of sale and in the booklet that I was given with my refrigerator I have years from the date of sale a warranty "against defects in material or workmanshipNew system components will be supplied for defective ones free of charge." Pgof my manual.The compressor was installed on July 24, and I wrote the technician that did the service a check for The technicians take a picture of the check with a device they are givenThe device was not working so this is what is meant by it "didn't pass." I offered him the hard copy of the check and he told me he could not accept itDuring the same visit he discovered that the ice maker and water maker was not functioning even though he placed a new filter in the refrigeratorHe told me that SEARS would bill me for the $and I told him that since he discovered that the refrigerator was not working before he left that it would have to be in complete working order before I paid for the service He told me that he would order the part and an appointment was made for August 8, I received a call from a SEARS representative wanting to respond to my Revdex.com claimI told her that my refrigerator was not repaired yet and that an appointment was rescheduled and the technician told me that he would order the part She did not see anything in her system to show that the part had been orderedShe offered me an appointment on August 1, and told me she would contact the technician and call me back I did not hear from her so I called her back todayI told her that to have an appointment to install a part that had not been ordered would not work for meShe agreed and said she would be in touch She did call me back and told me that she could not order the part because she cannot make a 1-call and the technician did not order the partShe suggested that I order the partIn the past all parts have been ordered by SEARS.It has now been nearly months (my first visit was on June 5th) with out my refrigerator being fully functioningIt is unfortunate that the response you were given to this claim included erroneous information and implied that my check did not pass, due to me which is falseI first contacted SEARS on May 30, and from the date of my first visit June 5th to July 24th, I did not have a way to store or keep my food cold or frozenThis is the reason that I think that my remaining balance should be cancelledI know that this situation is atypical and has not been handled properly from the beginningSEARS is not standing by their product or extending standard customer service Sincerely, Carla L**
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with a seller hosted on the sears.com websiteWe value her patronage and can assure her that her concerns have been forwarded to management for review It appears that although the seller did make attempts to reach Ms [redacted] to assist in resolving her concern, she did not speak with them Instead our records indicate that Sears received notification of a credit dispute from Ms [redacted] credit provider The original charge was reversed by the credit provider, which Sears agreed to allow Therefore, Ms [redacted] will not see a separate refund, since her account has already been credited the original charge amount Ms [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue Since an equitable resolution has been provided, we have closed our file regarding this matter 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] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Michael S [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with Mr [redacted] we have authorized a replacement of the refrigerator under the first days of the Sears Home WarrantyMr [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigeratorMr [redacted] has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file 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
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she encountered in having her refrigerator repairedWe apologize that we overlooked responding to Ms [redacted] issue since we did assist with this back in JulyWhen we initially received her complaint the local service unit was able to move up her repair to July 11thWhen she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigeratorMs [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our fileWe 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 concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] order was delivered by [redacted] on April 28, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding her refrigerator After reviewing the complaint filed by Ms[redacted] , I reached out to her via email and offered to process an in warranty replacement of her refrigeratorThat said, a new Kenmore refrigerator has been ordered and is scheduled to be delivered to Ms[redacted] home on Wednesday, September 30, Moving forward, if Ms[redacted] has any additional concerns, she can email me as she has my email addressSince it is my understanding that Ms[redacted] was satisfied with the actions taken to resolve her complaint, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from SearsThey offered me a new refrigerator and had it delivered the next dayI was very pleased with the outcome
Complaint: [redacted] I am rejecting this response because: The Sears letter was non-responsive They mentioned washer parts that could create snags, but that was never the issue, it was clothing stretched out in the wash cycle Furthermore, I explained to the technician and other reps on the phone that I did NOT overload the washer, and I used the gentle cycle To requote my letter regarding the technician's second unproductive visit: For the stretched out clothing, we reviewed how to load the washer and use the settings I had been doing all properly He said if that’s the case, then the stretching is probably happening in the agitation cycle, and I should use gentler cycles than the clothing labels suggest I tried that later, but then my clothes came out dirtyI have a washer that doesn’t clean clothesMy letter has more details, and it is perfectly clear The proof it doesn't work is my stretched out clothes, but it is not possible to attach them! Sincerely, [redacted] ***
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 12010041- Brad Wolff Dear MsVirghes: We have completed the investigation of MrWolff’s complaint regarding his ratchetWhile our website page and any information related to the Evolv tool line clearly notes that a receipt is required to receive any fulfillment of the warranty, we appreciate MrWolff’s patronage and we are willing to send him a replacement piece free of charge as a courtesyAll MrWolff needs to do is respond to the voicemail that has been left for him todayIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to MrWolff and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired As clarification, Kmart does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyWe investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptions”Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the shoes on April 10, and attempted to return the purchase on May 14, 2016, she was clearly over our day return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent service experience and request for a full refund of the repair fee We would first like to apologize for any inconvenience MsK [redacted] may have experienced with her washerAfter reviewing the service history, we show she initially contacted Sears for repair on July 10, Since the washer did not have a warranty or Service Contract, there was a charge of $on July 13, When the Sears technician returned on July 27, 2017, to complete the service call, he provided MsK [redacted] with a refund of $Therefore, she ended up paying a total of $for the repairAdditionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since repair has been completed and a refund provided, we have noted MsK [redacted] concerns We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I was out of the money I paid for over a month and patiently waited for the arrival of the microwaveWhat did I gain from shopping with Sears? Not a thingSo I received my money back finally and finally was recredited for my points yet still no microwaveMy experience with Sears has been below customer satisfaction standardsI still am requesting a comparable item to be sold in exchange for the hassle of this experience Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was offered 94.50, so I have no idea where this is coming fromAnd it wasn't for the battery it was a partial refund from the trampoline I bought from them like months ago I appreciate their response, but I would appreciate the truth Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I believe the letter is far to vagueIt does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problemI do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditionerThis is the basis of the original complaintSears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own techniciansSo far they have successfully delayed the situation that it is now too cold to run the air conditionerI would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians Sincerely, Leslie [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations in regard to the refrigerator she purchased in July of from her local dealer storeWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon researching Ms [redacted] concerns, we found notes in her last service order indicating that the store of purchase was replacing her refrigeratorWe subsequently spoke with Store Manager [redacted] on March 24, 2017, and he confirmed that a new refrigerator has already been delivered to Ms [redacted] With that said, since Ms [redacted] has been provided with the replacement refrigerator she requested, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her recent online order refund After reviewing Ms [redacted] rebuttal complaint, we confirmed the refund amount she was shortedAccordingly, we have processed a credit of $back to her [redacted] account which will post within to business daysWe are always concerned when one of our members has a less than satisfactory experience, and can only apologize that we failed her expectationsWe understand this can be a subsequent loss of sales and we do not take this lightlyAgain, we forwarded this matter to the appropriate management to investigate Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 14, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-reference fileWe appreciate the opportunity to address the customer's concernsSHIP is dedicated to its customers and to their overall satisfaction with any and all installations performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Pursuant to Ms [redacted] 's complaint, on July 12, I spoke with Ms [redacted] and explained that SHIP would be reimbursing her the service fee in questionOn July 13, I confirmed that the credit card was issued a credit and Ms [redacted] will be able to call her credit card company and confirm the credit At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Miriam [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of the range she recently purchased and her request for a warranty exchange Upon receipt of Ms [redacted] complaint we reviewed the service orders and the case notes related to Ms [redacted] rangeAccording to our records, Ms [redacted] purchased the range on June 5, and it was delivered on June 9, On July 3, Ms [redacted] called to report a problem with the door and the burnersService was scheduled for July 8, and the technician noted that Ms [redacted] did not allow him to touch the unitOur technician spoke to our service unit and reported the issue, and it was documented that Ms [redacted] was requesting a replacementThe notes did not indicate that the range was a factory defectOn July 14, Ms [redacted] called again regarding the problem with range and requested a replacementRegrettably, the note stating that Ms [redacted] had requested for a replacement was over-lookedSince it was now over our day return/exchange period, she was informed that we would need to schedule service againOn July 27, our technician adjusted the door and noted that it was okayAgain, the technician did not note that the unit was a factory defect as Ms [redacted] claimedThe next day Ms [redacted] called again to report that the technician had informed her that he could not repair the range because it was a factory defectSince the notes did not support that claim, she was again informed that a technician must be sent and must document that it is defectiveOn August 8, our technician arrived again to assess the range, and he documented that Ms [redacted] did not want service on the range On September 12, we contacted Ms [redacted] and informed her that the initial service order was created within the day return/exchange period, and it was documented that she had requested a replacementTherefore, we would honor her request for an exchange of the rangeShe accepted the offer and chose to exchange with the same modelWe processed the exchange and the expected delivery date is set for September 19, Since we have provided Ms [redacted] with her desired resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) The problem was finally solved after monthsThe unit has been repaired
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services has approved the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacementSears will cover haul away, delivery and hook up of the new unitSince we have approved Ms [redacted] ’s refrigerator for replacement, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their response, however a $gift card does not satisfy our customer being without hot water for almost weeksI will never purchase an appliance from Sears EVER again for the plain and simple fact that their customer service is horrible- to make a family live without hot water for almost weeks and not seeing the urgency in the matterI understand the address confusion, but that's not what frustrates me
Complaint: [redacted] I am rejecting this response because:I did explain in my initial complaint that the refrigerator was purchased in November I provided SEARS with a proof of sale and in the booklet that I was given with my refrigerator I have years from the date of sale a warranty "against defects in material or workmanshipNew system components will be supplied for defective ones free of charge." Pgof my manual.The compressor was installed on July 24, and I wrote the technician that did the service a check for The technicians take a picture of the check with a device they are givenThe device was not working so this is what is meant by it "didn't pass." I offered him the hard copy of the check and he told me he could not accept itDuring the same visit he discovered that the ice maker and water maker was not functioning even though he placed a new filter in the refrigeratorHe told me that SEARS would bill me for the $and I told him that since he discovered that the refrigerator was not working before he left that it would have to be in complete working order before I paid for the service He told me that he would order the part and an appointment was made for August 8, I received a call from a SEARS representative wanting to respond to my Revdex.com claimI told her that my refrigerator was not repaired yet and that an appointment was rescheduled and the technician told me that he would order the part She did not see anything in her system to show that the part had been orderedShe offered me an appointment on August 1, and told me she would contact the technician and call me back I did not hear from her so I called her back todayI told her that to have an appointment to install a part that had not been ordered would not work for meShe agreed and said she would be in touch She did call me back and told me that she could not order the part because she cannot make a 1-call and the technician did not order the partShe suggested that I order the partIn the past all parts have been ordered by SEARS.It has now been nearly months (my first visit was on June 5th) with out my refrigerator being fully functioningIt is unfortunate that the response you were given to this claim included erroneous information and implied that my check did not pass, due to me which is falseI first contacted SEARS on May 30, and from the date of my first visit June 5th to July 24th, I did not have a way to store or keep my food cold or frozenThis is the reason that I think that my remaining balance should be cancelledI know that this situation is atypical and has not been handled properly from the beginningSEARS is not standing by their product or extending standard customer service Sincerely, Carla L**