2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item. Mr. [redacted]’ experience instead seems to be the result of an inventory discrepancy. With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr. [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, 2017. Ms. [redacted] also made an offer to compensate Mr. [redacted] for his truck rental and overall customer service experience. He accepted her offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’ comments and an equitable 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]
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94572130 - Danielle [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we failed Ms. [redacted]'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. 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 reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted]. Accordingly, a refund of $17.90 will be credited to Ms. [redacted]'s [redacted] account ending in 3580 within 3 to 5 business days. We apologize again for any inconvenience Ms. [redacted] may have experienced with the order she placed with [redacted], [redacted]. In the interim, since a refund has been processed, 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
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Ms. [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge. On October 28, 2016, the technician diagnosed Ms. [redacted] refrigerator as having a failed compressor. He ordered the part and installed it on November 9, 2016. The part and labor were covered under Ms. [redacted] exceptional parts warranty, so she was not charged for the repair. With that said, since we have completed the repair to Ms. [redacted] at no cost, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa Lando Regulatory Complaints Specialist
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to...
his replacement refrigerator and his request to receive a different refrigerator. Under [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the 30 day window from the date of purchase in which that would have been option without meeting any conditions. With that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchase. That is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigerator. That amount prior to tax was $1799.99. Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item number. There are no notes after that and it does not appear that a replacement was ever processed. At this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would like. He can then call me with that item number and I will process the exchange for him either over the phone or via email. If he selects something with a sales price of $1799.99 or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the old. If he selects something more, he would just owe the difference and any tax on that difference. If he selects something for less then he would forfeit any difference. I can be reached via email at [redacted] or via phone at [redacted]. It is important that [redacted] contact me for this processing as it is not something that can be done at any of our stores. In the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]
September 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction that he was provided...
a repair estimate for his lawn mower since it is within the manufacturer’s warranty.
According to our records, Mr. [redacted] purchased the lawn mower on June 19, 2016 and the manufacturer’s warranty will expire on June 19, 2018. On August 8, 2016 Mr. [redacted] dropped off the lawn mower for repair and noted that it stalled and would not start. Our technician assessed the lawn mower and found that the drive control cable was loose. On August 9, 2016 our technician adjusted the cable and the lawn mower was operational. On August 20, 2016 Mr. [redacted] returned with the lawn mower and noted that the mower starts and shuts right off. On August 30, 2016 our technician reassessed the lawn mower and found that there was water in the carburetor and that the gas tank would need to be cleaned. This is considered customer neglect and is not covered by the manufacturer’s warranty. Therefore, Mr. [redacted] was provided a repair estimate, which he declined and the lawn mower was returned unrepaired.
Mr. [redacted] mentioned in his complaint that he made attempts to speak with someone about the repair estimate. We reached out to [redacted], Team Lead for Carry-in Repair Services, and he made attempts to contact Mr. [redacted] via email and left voicemails with his contact information. Since Mr. [redacted] has not responded, we are unable to resolve his issue until we have the opportunity to discuss the matter with him. He may contact [redacted] at ([redacted] In the interim, we will consider this matter closed, pending his response.
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]
Complaint: [redacted]
I am rejecting this response because:My complaint is not that I was unable to return the item, it is a matter of timeliness and efficiency. First, I was informed that I would be receiving a shipping label through my email so that I could return the item. As of today (8/4/2016), I have received no such email. Second, I find it frustrating that rather than sending me the correct item, I was informed that I could purchase the item a second time. It was my request that once the chair was returned the correct item be sent to me. The item was not being returned because I wasn't satisfied with the order. It was to be returned because it was the wrong item. To be clear, I purchased two additional items with my order so that I could receive free shipping on my order. (The cost of shipping was close enough to the amount I would have had to spend to receive free shipping). To have me order this item a second time would force me to either pay for shipping myself or order even more additional items so that I could receive free shipping. I have never had a customer service experience so lacking. You have the ability to correct the situation and have chosen not to take that path. I understand that whomever reads this email is not at fault for the wrong chair being sent. I just feel that this process could be much simpler. Had sears.com taken action that would express to me that they valued my business, I would not have been upset about the wrong chair being in the item's package. I understand that these things happen.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The claim for damages has not been processed and may take forever to be paid for the things that have been lost.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
June 23, 2016 [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 complaint regarding her refrigerator and her request to...
have the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Ms. [redacted]’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased the Master Protection Agreement (MPA) on March 13, 2013. Within the last year, Ms. [redacted] has had two qualifying service calls completed. On March 5, 2016, under service order [redacted] the technician replaced the freezer rails and door gasket. He also instructed her to cover the food in the unit. Under service order [redacted] (completed June 14, 2016), a new freezer door gasket was installed. There was a third service call scheduled for June 22, 2016, moved up from July, but when he went to her home she refused to let him enter. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose 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. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s refrigerator has only had two qualifying repairs to date. As to Mr. [redacted]’s request for food loss; our records show that she was sent a check for $215.47 on April 4, 2016. Per the terms of her MPA, she is eligible for a maximum of $250.00 per year. Ms. [redacted] can file a new food loss claim for the remaining available monies - $34.53 – by calling [redacted] With that said, since we have explained why a replacement is currently not an option for Ms. [redacted], and documented her concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/08/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home...
Services and repairs to her parents refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when her parents encountered service related issues with their refrigerator. We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her and her parents with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possible. A new compressor and drier were installed into Mr.[redacted]' refrigerator on August 28, 2015. Before leaving the home the technician tested the refrigerator and found it to be operating as expected. As a gesture of customer service, we have provided Mr.[redacted] with a 2 year Repair Protection Agreement (RPA) that will cover their refrigerator until August 28, 2017. At this time, since we have confirmed the successful repair of Ms. [redacted]'s parents refrigerator, we ask that this complaint be closed.
We apologize to Ms. [redacted] and her parents 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Sears. After many phone calls to Sears Holding corporation and no cooperation I contacted the Revdex.com and submitted a complaint. It is unfortunate that it took these measures to receive cooperation and compensation. My last interaction with Sears was with Mr. [redacted] and he displayed not only professionalism, but compassion [redacted] my elderly parent's plight. In the end Mr. [redacted] resolved the issue and compensated my parents for what they had to endure.
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,
Daniel S[redacted]
Nita [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]’s complaint regarding Sears Home Services and repairs to his laundry center. Melony [redacted], Sears...
Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr. [redacted]’s laundry center we found that on August 16, 2016 a technician stated that he found a bad thermal limiter and replaced it. We were out to the home again on September 20, 2016 and installed another thermal limiter. It is important to note that the thermal limiter is a fuse with a limit of 220 degrees Fahrenheit. It is manufactured for both gas and electric clothes dryers. Once the internal temperature of the dryer reaches 220 degrees, the heating element cuts off and the dryer will not dry clothes as designed. This will typically happen when a dryer is unable to properly vent the exhaust out via the home venting system. We mention this because today while at the home, our technician identified that Mr. [redacted]’s venting has an issue in the wall that needs to be corrected. The tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not corrected. The tech will take a video of him using the air flow meter and he will send it to his tech manager. We recommend that Mr. [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothes. Since we have identified an issue with Mr. [redacted]’s home venting, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jackie P[redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to schedule service for...
her new dryer. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint, we reviewed the service order and case notes regarding the dryer repair. According to our records, the final service date was set for February 26, 2016 to install the parts ordered by the technician. Regrettably, the technician failed to arrive for the scheduled appointment again and Ms. [redacted] requested to return the dryer for a refund. The return of the dryer was processed and the pick-up is scheduled for March 5, 2016. Ms. [redacted] should receive the refund for the dryer within 7 – 10 days after the dryer has been returned. For her inconvenience, Ms. [redacted] was offered a $50.00 check, and she accepted the offer. Ms. [redacted] should receive this check within 7-10 days. In the interim, since it is our understanding that the return of the dryer and the $50 reimbursement check were resolutions that met with Ms. [redacted] approval, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have reached out to Tammie via phone and email and have not recieved any response.
Sincerely,
Shawn [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Tim [redacted] how was I supplied any information about the warranty when I was on the phone with your agent selling it to me on the phone and telling me what all was included? So you have your agent lie to sell you product because how did I have information of what was being sold to me when I called about Ac repair you know on the PHONE.
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her...
grill. First of all, we want to address the “protective coating” [redacted] mentioned. Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rust. Stainless steel is rust resistant; it is not rust proof. Stainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliances. The [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metal... Stainless steel may rust if something such as harsh chemicals removes the oxide layer. Damage that cuts below the surface of an appliance may rust if not sealed or exposed to moisture. Stainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes off. If you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting…” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitive. Most have a stainless steel finish and then a different metal underneath. These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. Regardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in time. The third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since the grill was bought in 2013 according to our records. Finally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded. While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10 of [redacted]s’ owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. The second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated above. The manufacturer’s warranty only covers her burners at this point in time in regard to rust. Additionally, [redacted]s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosion. Finally, the third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed. In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during normal business hours. If the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not covered. We can provide her with an estimate if the situation is repairable and factor in the 25% discount. If the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clause. Should [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesy. This would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandise. Again, [redacted] may email me at [redacted] during normal business hours if she wishes to accept one of the offers noted above. In light of the aforementioned information, we have closed our file. 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 Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mandy M. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her lawn mower. Our records...
show that Ms. [redacted] purchased her lawn mower on July 2, 2016, from her local Sears Parts and Service center. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the lawn mower for a refund. Now that over nine months has passed since the purchase was made, a refund is no longer an option. However, a courtesy exchange was offered by Tracey [redacted] with Sears Carry-In Repair,that Ms. [redacted] declined. At this time, Ms. [redacted] has two choices; she can continue with the repair of her lawn mower, as the unit is under warranty until July 2, 2018, or she can contact Tracey [redacted] at (888) 239-5570, option 1 between 9:00 am and 6:00 pm EST in the next two weeks to accept the exchange. In the interim, since we are unable to grant Ms. [redacted]’s request for a refund, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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 assuming my account with Sears has been resolved. I never received confirmation my account was credited (as indicated per the phone call from Sears).
Sincerely,
Amanda S[redacted]
March 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 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 2016 from her local dealer store. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, 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 refrigerator. We 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
February 15,...
2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item. Mr. [redacted]’ experience instead seems to be the result of an inventory discrepancy. With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr. [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, 2017. Ms. [redacted] also made an offer to compensate Mr. [redacted] for his truck rental and overall customer service experience. He accepted her offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’ comments and an equitable 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]
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94572130 - Danielle [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we failed Ms. [redacted]'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. 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 reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted]. Accordingly, a refund of $17.90 will be credited to Ms. [redacted]'s [redacted] account ending in 3580 within 3 to 5 business days. We apologize again for any inconvenience Ms. [redacted] may have experienced with the order she placed with [redacted], [redacted]. In the interim, since a refund has been processed, 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
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Ms. [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge. On October 28, 2016, the technician diagnosed Ms. [redacted] refrigerator as having a failed compressor. He ordered the part and installed it on November 9, 2016. The part and labor were covered under Ms. [redacted] exceptional parts warranty, so she was not charged for the repair. With that said, since we have completed the repair to Ms. [redacted] at no cost, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa Lando Regulatory Complaints Specialist
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to...
his replacement refrigerator and his request to receive a different refrigerator. Under [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the 30 day window from the date of purchase in which that would have been option without meeting any conditions. With that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchase. That is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigerator. That amount prior to tax was $1799.99. Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item number. There are no notes after that and it does not appear that a replacement was ever processed. At this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would like. He can then call me with that item number and I will process the exchange for him either over the phone or via email. If he selects something with a sales price of $1799.99 or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the old. If he selects something more, he would just owe the difference and any tax on that difference. If he selects something for less then he would forfeit any difference. I can be reached via email at [redacted] or via phone at [redacted]. It is important that [redacted] contact me for this processing as it is not something that can be done at any of our stores. In the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]
September 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction that he was provided...
a repair estimate for his lawn mower since it is within the manufacturer’s warranty.
According to our records, Mr. [redacted] purchased the lawn mower on June 19, 2016 and the manufacturer’s warranty will expire on June 19, 2018. On August 8, 2016 Mr. [redacted] dropped off the lawn mower for repair and noted that it stalled and would not start. Our technician assessed the lawn mower and found that the drive control cable was loose. On August 9, 2016 our technician adjusted the cable and the lawn mower was operational. On August 20, 2016 Mr. [redacted] returned with the lawn mower and noted that the mower starts and shuts right off. On August 30, 2016 our technician reassessed the lawn mower and found that there was water in the carburetor and that the gas tank would need to be cleaned. This is considered customer neglect and is not covered by the manufacturer’s warranty. Therefore, Mr. [redacted] was provided a repair estimate, which he declined and the lawn mower was returned unrepaired.
Mr. [redacted] mentioned in his complaint that he made attempts to speak with someone about the repair estimate. We reached out to [redacted], Team Lead for Carry-in Repair Services, and he made attempts to contact Mr. [redacted] via email and left voicemails with his contact information. Since Mr. [redacted] has not responded, we are unable to resolve his issue until we have the opportunity to discuss the matter with him. He may contact [redacted] at ([redacted] In the interim, we will consider this matter closed, pending his response.
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]
Complaint: [redacted]
I am rejecting this response because:My complaint is not that I was unable to return the item, it is a matter of timeliness and efficiency. First, I was informed that I would be receiving a shipping label through my email so that I could return the item. As of today (8/4/2016), I have received no such email. Second, I find it frustrating that rather than sending me the correct item, I was informed that I could purchase the item a second time. It was my request that once the chair was returned the correct item be sent to me. The item was not being returned because I wasn't satisfied with the order. It was to be returned because it was the wrong item. To be clear, I purchased two additional items with my order so that I could receive free shipping on my order. (The cost of shipping was close enough to the amount I would have had to spend to receive free shipping). To have me order this item a second time would force me to either pay for shipping myself or order even more additional items so that I could receive free shipping. I have never had a customer service experience so lacking. You have the ability to correct the situation and have chosen not to take that path. I understand that whomever reads this email is not at fault for the wrong chair being sent. I just feel that this process could be much simpler. Had sears.com taken action that would express to me that they valued my business, I would not have been upset about the wrong chair being in the item's package. I understand that these things happen.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The claim for damages has not been processed and may take forever to be paid for the things that have been lost.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
June 23, 2016 [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 complaint regarding her refrigerator and her request to...
have the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Ms. [redacted]’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased the Master Protection Agreement (MPA) on March 13, 2013. Within the last year, Ms. [redacted] has had two qualifying service calls completed. On March 5, 2016, under service order [redacted] the technician replaced the freezer rails and door gasket. He also instructed her to cover the food in the unit. Under service order [redacted] (completed June 14, 2016), a new freezer door gasket was installed. There was a third service call scheduled for June 22, 2016, moved up from July, but when he went to her home she refused to let him enter. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose 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. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s refrigerator has only had two qualifying repairs to date. As to Mr. [redacted]’s request for food loss; our records show that she was sent a check for $215.47 on April 4, 2016. Per the terms of her MPA, she is eligible for a maximum of $250.00 per year. Ms. [redacted] can file a new food loss claim for the remaining available monies - $34.53 – by calling [redacted] With that said, since we have explained why a replacement is currently not an option for Ms. [redacted], and documented her concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/08/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home...
Services and repairs to her parents refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when her parents encountered service related issues with their refrigerator. We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her and her parents with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possible. A new compressor and drier were installed into Mr.[redacted]' refrigerator on August 28, 2015. Before leaving the home the technician tested the refrigerator and found it to be operating as expected. As a gesture of customer service, we have provided Mr.[redacted] with a 2 year Repair Protection Agreement (RPA) that will cover their refrigerator until August 28, 2017. At this time, since we have confirmed the successful repair of Ms. [redacted]'s parents refrigerator, we ask that this complaint be closed.
We apologize to Ms. [redacted] and her parents 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Sears. After many phone calls to Sears Holding corporation and no cooperation I contacted the Revdex.com and submitted a complaint. It is unfortunate that it took these measures to receive cooperation and compensation. My last interaction with Sears was with Mr. [redacted] and he displayed not only professionalism, but compassion [redacted] my elderly parent's plight. In the end Mr. [redacted] resolved the issue and compensated my parents for what they had to endure.
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,
Daniel S[redacted]
Nita [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]’s complaint regarding Sears Home Services and repairs to his laundry center. Melony [redacted], Sears...
Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr. [redacted]’s laundry center we found that on August 16, 2016 a technician stated that he found a bad thermal limiter and replaced it. We were out to the home again on September 20, 2016 and installed another thermal limiter. It is important to note that the thermal limiter is a fuse with a limit of 220 degrees Fahrenheit. It is manufactured for both gas and electric clothes dryers. Once the internal temperature of the dryer reaches 220 degrees, the heating element cuts off and the dryer will not dry clothes as designed. This will typically happen when a dryer is unable to properly vent the exhaust out via the home venting system. We mention this because today while at the home, our technician identified that Mr. [redacted]’s venting has an issue in the wall that needs to be corrected. The tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not corrected. The tech will take a video of him using the air flow meter and he will send it to his tech manager. We recommend that Mr. [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothes. Since we have identified an issue with Mr. [redacted]’s home venting, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jackie P[redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to schedule service for...
her new dryer. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint, we reviewed the service order and case notes regarding the dryer repair. According to our records, the final service date was set for February 26, 2016 to install the parts ordered by the technician. Regrettably, the technician failed to arrive for the scheduled appointment again and Ms. [redacted] requested to return the dryer for a refund. The return of the dryer was processed and the pick-up is scheduled for March 5, 2016. Ms. [redacted] should receive the refund for the dryer within 7 – 10 days after the dryer has been returned. For her inconvenience, Ms. [redacted] was offered a $50.00 check, and she accepted the offer. Ms. [redacted] should receive this check within 7-10 days. In the interim, since it is our understanding that the return of the dryer and the $50 reimbursement check were resolutions that met with Ms. [redacted] approval, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have reached out to Tammie via phone and email and have not recieved any response.
Sincerely,
Shawn [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Tim [redacted] how was I supplied any information about the warranty when I was on the phone with your agent selling it to me on the phone and telling me what all was included? So you have your agent lie to sell you product because how did I have information of what was being sold to me when I called about Ac repair you know on the PHONE.
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her...
grill. First of all, we want to address the “protective coating” [redacted] mentioned. Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rust. Stainless steel is rust resistant; it is not rust proof. Stainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliances. The [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metal... Stainless steel may rust if something such as harsh chemicals removes the oxide layer. Damage that cuts below the surface of an appliance may rust if not sealed or exposed to moisture. Stainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes off. If you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting…” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitive. Most have a stainless steel finish and then a different metal underneath. These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. Regardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in time. The third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since the grill was bought in 2013 according to our records. Finally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded. While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10 of [redacted]s’ owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. The second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated above. The manufacturer’s warranty only covers her burners at this point in time in regard to rust. Additionally, [redacted]s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosion. Finally, the third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed. In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during normal business hours. If the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not covered. We can provide her with an estimate if the situation is repairable and factor in the 25% discount. If the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clause. Should [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesy. This would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandise. Again, [redacted] may email me at [redacted] during normal business hours if she wishes to accept one of the offers noted above. In light of the aforementioned information, we have closed our file. 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 Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mandy M. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her lawn mower. Our records...
show that Ms. [redacted] purchased her lawn mower on July 2, 2016, from her local Sears Parts and Service center. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the lawn mower for a refund. Now that over nine months has passed since the purchase was made, a refund is no longer an option. However, a courtesy exchange was offered by Tracey [redacted] with Sears Carry-In Repair,that Ms. [redacted] declined. At this time, Ms. [redacted] has two choices; she can continue with the repair of her lawn mower, as the unit is under warranty until July 2, 2018, or she can contact Tracey [redacted] at (888) 239-5570, option 1 between 9:00 am and 6:00 pm EST in the next two weeks to accept the exchange. In the interim, since we are unable to grant Ms. [redacted]’s request for a refund, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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 assuming my account with Sears has been resolved. I never received confirmation my account was credited (as indicated per the phone call from Sears).
Sincerely,
Amanda S[redacted]
March 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 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 2016 from her local dealer store. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, 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 refrigerator. We 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