July 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair...
attempts on the microwave and her request for a replacement or refund.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
Our records indicate that the microwave was installed on January 21, 2014 and the manufacturer's warranty expired on January 21, 2015. Ms. [redacted] contacted us on May 20, 2015 that the microwave was smoking and service was scheduled for May 27, 2015. The technician ordered a new transformer and installed it on June 4, 2015. Regrettably, the part received was defective so the tech had to reorder another transformer. The part was installed on June 8, 2015 and the service order was completed. On June 11, 2105 Ms. [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, 2015. The technician found that the secondary switch was out of alignment. He adjusted the switch and closed the service order. On June 25, 2015 Ms. [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, 2015. The technician ordered the main board, and door assembly parts and returned on July 20, 2015 to install the parts. The technician tested proper operation of the microwave and closed the service order. With that being said, since the microwave has been repaired, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda[redacted]@searshc.com
November 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Trisha T[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. T[redacted] complaint regarding a canceled duct cleaning appointment....
It is regrettable that we failed Ms. T[redacted] expectations when she recently contacted Sears Duct Cleaning for service. We value Ms. T[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. T[redacted] for any inconvenience we may have caused. Upon receiving Ms. T[redacted] complaint, we contacted the local office for assistance. Jarron T[redacted] with Quality Control responded that he spoke with Ms. T[redacted] Although Ms. T[redacted] was scheduled for service, she advised Mr. T[redacted] that she was canceling her appointment. For customer satisfaction, Mr. T[redacted] offered Ms. T[redacted] 20% off of a future service, but she declined. With that said, since we have documented Ms. T[redacted]’ concerns with Sears Duct Cleaning and we have confirmed that she is not interested in service at this time, we have closed our file. Again, we apologize to Ms. T[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
August 22, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – James R. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, 2016. Therefore, we have submitted the refund request today and Mr. [redacted] can expect to see a credit post to his account within 3 to 5 business days. For Mr. [redacted]’ records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is The best I will get.
Sincerely,
[redacted]
September 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567454-Denise [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with the...
manufacturer, Numark, and they have sent two of the chairs Ms. [redacted] needed to her home address free of charge. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
June 27, 2016
[redacted]
Our File No: [redacted]
Via: 1st Class US Postage
Dear Mr. [redacted]
This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. I tried to reach you via phone...
on 06/23/16, 06/24/16 and again on 06/27/16. I apologize for any confusion regarding the credit card application. The credit card has been closed with a zero balance.
Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise. After reviewing Mr. [redacted] rebuttal and the additional information he provided, we decided to offer a $20.00 gift card. This gift card will cover the price difference if Mr. [redacted] decides to replace a new order. We sent an email correspondence with this information and he replied asking this resolution. Therefore, we have processed the gift card which will be mailed within 7 to 10 business days. Should Mr. [redacted] have any questions, he may contact us via email. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failed. Shortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com.
It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have revealed that Ms.[redacted] was assisted by sears.com and Executive Member Services. She received three separate refunds: $19.44 August 26, 2015, $30.00 August 3, 2015, and $572.99 on September 10, 2015. Therefore, the final total of $622.43 was issued back to Ms. [redacted] MasterCard account ending in 2603. Ms.[redacted] is welcome to reply if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Sears did finally refund my money. However, it was only through my constant complaints, phone calls and messages that anything was done. I wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customers. It is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me.
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,
Judy R[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector. As clarification, the...
smoke detector in
question is manufactured with 5 micro-curies (µCi) of americium 241. 5
micro-curies equates to .[redacted] curies (Ci). Unless these are
specifically prohibited from disposal in his community, the smoke detector can be
discarded with regular refuse. We searched, but could not find any restrictions
pertaining to this for Clayton or Johnston County. Accordingly, [redacted] may
dispose of this with his regular trash. We thank [redacted] for inquiring as
environmental concerns are very important to us and it is our policy to comply
with all applicable federal, state and local regulations. We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the delay of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered from sears.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr. [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr. [redacted] did not reply. With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, 2016. Therefore, 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 an opportunity to provide him with a more satisfying 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 his requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home...
Services records indicate that repairs to Ms. [redacted]’s refrigerator were completed on September 7, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered thermostat. Additionally, our complaint management program indicates that Ms. [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $52.95. The aforementioned food loss was approved on September 5th. We apologize to Ms. [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Dealing with Laurie [redacted] was amazing. She listened and worked to get resolve my issue. She sent a service man to my house to fix the washer. He also was very pleasant and it took him 5 minutes to replace the part. Sears should have more employees like Laurie and their service would be top notch.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Holdings Corporation. Ms. [redacted] damage claim is being addressed by our third-party claims administrator, [redacted]. Ms. [redacted] claim number is [redacted]. If Ms. [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted]. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. If Ms. [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted]. With that said, since [redacted] is the party responsible for addressing Ms. [redacted] damage claim, not Sears, we ask that this matter be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 28, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the failure of her refrigerator and her inability...
to receive a warranty replacement. Upon receipt of Ms. [redacted]’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on base. They were able to reach out to Ms. [redacted] and arrange the replacement. It is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
purchase. First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochure. Additionally, a full copy is mailed to consumers for their review and they have 60 days within which to cancel the coverage for a full refund if dissatisfied. If [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided. As far as the rust is concerned, contrary to common views, stainless steel may 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 Specialty Steel Industry of [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. 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 several 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 7, 8, and 9 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. 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 (except for the burners) since it is considered to be corrosion and preventable as illustrated above. Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in time. 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 since the grill was bought in 2012 according to our records. A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesy. As a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears. This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet items. The offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Should [redacted] wish to accept our offer, I may be reached during normal business hours via email at [redacted]. Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file. We apologize to [redacted] and 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 [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11933726 - Raymond H [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty. Our records show that Mr. [redacted]’s...
Sears Home Warranty was cancelled at his request on January 12, 2017 and he was refunded the full purchase. Since Mr. [redacted]’s Home Warranty was cancelled as requested we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
February 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11953829 – Mrs. Lorrie L. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her recent online order...
experience and request to return the pool toys for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when as we value her patronage. Additionally, we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed with the credit department that Mrs. [redacted] has received a refund for all items in both orders except for the pool toys. We sent an email correspondence with this information and have asked Mrs. [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for her. Once the items are return, then a refund will be issued. To ensure that the refund is processed, we ask that Ms. [redacted] contact us via email at [redacted]. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Mrs. [redacted]’s concerns and respectfully ask to have this matter closed, pending her response to us via email. 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
Complaint: [redacted]
I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about 4 inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame!
Sincerely,
Tina G[redacted]
July 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair...
attempts on the microwave and her request for a replacement or refund.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
Our records indicate that the microwave was installed on January 21, 2014 and the manufacturer's warranty expired on January 21, 2015. Ms. [redacted] contacted us on May 20, 2015 that the microwave was smoking and service was scheduled for May 27, 2015. The technician ordered a new transformer and installed it on June 4, 2015. Regrettably, the part received was defective so the tech had to reorder another transformer. The part was installed on June 8, 2015 and the service order was completed. On June 11, 2105 Ms. [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, 2015. The technician found that the secondary switch was out of alignment. He adjusted the switch and closed the service order. On June 25, 2015 Ms. [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, 2015. The technician ordered the main board, and door assembly parts and returned on July 20, 2015 to install the parts. The technician tested proper operation of the microwave and closed the service order. With that being said, since the microwave has been repaired, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda[redacted]@searshc.com
November 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Trisha T[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. T[redacted] complaint regarding a canceled duct cleaning appointment....
It is regrettable that we failed Ms. T[redacted] expectations when she recently contacted Sears Duct Cleaning for service. We value Ms. T[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. T[redacted] for any inconvenience we may have caused. Upon receiving Ms. T[redacted] complaint, we contacted the local office for assistance. Jarron T[redacted] with Quality Control responded that he spoke with Ms. T[redacted] Although Ms. T[redacted] was scheduled for service, she advised Mr. T[redacted] that she was canceling her appointment. For customer satisfaction, Mr. T[redacted] offered Ms. T[redacted] 20% off of a future service, but she declined. With that said, since we have documented Ms. T[redacted]’ concerns with Sears Duct Cleaning and we have confirmed that she is not interested in service at this time, we have closed our file. Again, we apologize to Ms. T[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
August 22, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – James R. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, 2016. Therefore, we have submitted the refund request today and Mr. [redacted] can expect to see a credit post to his account within 3 to 5 business days. For Mr. [redacted]’ records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is The best I will get.
Sincerely,
[redacted]
September 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567454-Denise [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with the...
manufacturer, Numark, and they have sent two of the chairs Ms. [redacted] needed to her home address free of charge. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
June 27, 2016
[redacted]
Our File No: [redacted]
Via: 1st Class US Postage
Dear Mr. [redacted]
This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. I tried to reach you via phone...
on 06/23/16, 06/24/16 and again on 06/27/16. I apologize for any confusion regarding the credit card application. The credit card has been closed with a zero balance.
Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise. After reviewing Mr. [redacted] rebuttal and the additional information he provided, we decided to offer a $20.00 gift card. This gift card will cover the price difference if Mr. [redacted] decides to replace a new order. We sent an email correspondence with this information and he replied asking this resolution. Therefore, we have processed the gift card which will be mailed within 7 to 10 business days. Should Mr. [redacted] have any questions, he may contact us via email. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failed. Shortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com.
It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have revealed that Ms.[redacted] was assisted by sears.com and Executive Member Services. She received three separate refunds: $19.44 August 26, 2015, $30.00 August 3, 2015, and $572.99 on September 10, 2015. Therefore, the final total of $622.43 was issued back to Ms. [redacted] MasterCard account ending in 2603. Ms.[redacted] is welcome to reply if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Sears did finally refund my money. However, it was only through my constant complaints, phone calls and messages that anything was done. I wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customers. It is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me.
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,
Judy R[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector. As clarification, the...
smoke detector in
question is manufactured with 5 micro-curies (µCi) of americium 241. 5
micro-curies equates to .[redacted] curies (Ci). Unless these are
specifically prohibited from disposal in his community, the smoke detector can be
discarded with regular refuse. We searched, but could not find any restrictions
pertaining to this for Clayton or Johnston County. Accordingly, [redacted] may
dispose of this with his regular trash. We thank [redacted] for inquiring as
environmental concerns are very important to us and it is our policy to comply
with all applicable federal, state and local regulations. We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the delay of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered from sears.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr. [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr. [redacted] did not reply. With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, 2016. Therefore, 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 an opportunity to provide him with a more satisfying 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 his requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home...
Services records indicate that repairs to Ms. [redacted]’s refrigerator were completed on September 7, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered thermostat. Additionally, our complaint management program indicates that Ms. [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $52.95. The aforementioned food loss was approved on September 5th. We apologize to Ms. [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Dealing with Laurie [redacted] was amazing. She listened and worked to get resolve my issue. She sent a service man to my house to fix the washer. He also was very pleasant and it took him 5 minutes to replace the part. Sears should have more employees like Laurie and their service would be top notch.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Holdings Corporation. Ms. [redacted] damage claim is being addressed by our third-party claims administrator, [redacted]. Ms. [redacted] claim number is [redacted]. If Ms. [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted]. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. If Ms. [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted]. With that said, since [redacted] is the party responsible for addressing Ms. [redacted] damage claim, not Sears, we ask that this matter be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 28, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the failure of her refrigerator and her inability...
to receive a warranty replacement. Upon receipt of Ms. [redacted]’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on base. They were able to reach out to Ms. [redacted] and arrange the replacement. It is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
purchase. First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochure. Additionally, a full copy is mailed to consumers for their review and they have 60 days within which to cancel the coverage for a full refund if dissatisfied. If [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided. As far as the rust is concerned, contrary to common views, stainless steel may 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 Specialty Steel Industry of [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. 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 several 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 7, 8, and 9 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. 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 (except for the burners) since it is considered to be corrosion and preventable as illustrated above. Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in time. 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 since the grill was bought in 2012 according to our records. A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesy. As a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears. This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet items. The offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Should [redacted] wish to accept our offer, I may be reached during normal business hours via email at [redacted]. Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file. We apologize to [redacted] and 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 [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11933726 - Raymond H [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty. Our records show that Mr. [redacted]’s...
Sears Home Warranty was cancelled at his request on January 12, 2017 and he was refunded the full purchase. Since Mr. [redacted]’s Home Warranty was cancelled as requested we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
February 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11953829 – Mrs. Lorrie L. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her recent online order...
experience and request to return the pool toys for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when as we value her patronage. Additionally, we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed with the credit department that Mrs. [redacted] has received a refund for all items in both orders except for the pool toys. We sent an email correspondence with this information and have asked Mrs. [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for her. Once the items are return, then a refund will be issued. To ensure that the refund is processed, we ask that Ms. [redacted] contact us via email at [redacted]. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Mrs. [redacted]’s concerns and respectfully ask to have this matter closed, pending her response to us via email. 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
Complaint: [redacted]
I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about 4 inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame!
Sincerely,
Tina G[redacted]