July 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carey L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding service to her dishwasher. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback. Upon researching Ms. [redacted] complaint, we found that our escalated customer service group, Customer Solutions, processed a $65.00 refund on July 7, 2017. Ms. [redacted] should see a credit post to her Visa account ending in [redacted] in the next five to seven days. Furthermore, the notes indicate that it was explained to Ms. [redacted] that $65.00 was the most that could be refunded and that Ms. [redacted] accepted the refund amount. Therefore, no further considerations will be forthcoming and we have closed our file. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding the Sears Home Warranty she was mistakenly sold while...
being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
May 3, 2017 [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 the [redacted] Mixer order that was...
canceled. We apologize for the delay in responding but we thought we had already sent a response for Ms. [redacted] concerns. The mixer in question was priced incorrectly and it was also out-of-stock. We have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock item. In either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be denied. This helps so that multiple orders are not placed. We apologize that Ms. [redacted] received the wrong email. The terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be denied. Since the cancelation was in accordance to our posted terms and conditions, 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 Complaints Direct Line: [redacted] Email: [redacted]
Initial Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms.[redacted] complaint regarding her...
customer experience upon delivery of her purchased treadmill.
It is unfortunate that we failed Ms.[redacted] expectations when we did not complete the assembly of her purchased treadmill. Due to a systems error, her delivery was not coded properly and we apologize for this. Our records also show that the haul away of Ms.[redacted] existing treadmill was completed 29 July 2015. For any inconvenience this may have caused, we issued a sales adjustment of $199.12 on 14 August 2015. In addition, a $50.00 gift card was also provided to Ms.[redacted] At this time, since the haul away of Ms.[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files.
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
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears did respond to the complaint and made compensation which is satisfactory
February 27, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kristina E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to purchase a...
stand mixer that was marked to $79.99 in error. As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is cleared. However even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. Findlay may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellers. Kmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an error. Kmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Kmart. Any payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded. If Ms. [redacted] wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, we would also note that for this particular error there was some confusion about them being canceled due to an inventory issue. We apologize if Ms. [redacted] received incorrect information that the order was canceled because it was out-of-stock. Again, the actual reason it was canceled was because it was not intended to be priced for that amount. As such, we remain unable to sell the merchandise for the incorrect amount. As this decision is in accordance with our posted terms and conditions, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that the item was lost in transit. Therefore, we have processed a full refund of $625.86 back to her Visa account ending in 6899. This credit should post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
December 19, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Katherine M[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding her customer service experience upon the installation of...
her purchased appliances.After reviewing Ms. M[redacted] complaint and our records, we contacted our installation department and were informed that Ms. M[redacted] was contacted on November 01, 2017 to have the alleged damage addressed. It is our understanding that Ms. M[redacted] had some water damage to the sub floor. This was not visible at the time of original water leak shortly after the installation of Ms. M[redacted] appliance. Ms. M[redacted] received additional fee to have the sub floor replaced. For the additional fees Ms. M[redacted] received, a check in the amount of $200.00 was issued to Ms. M[redacted] on November 01, 2017. As far as the internal investigation that was sent our corporate office, we are unable to discuss what actions are being taken but we can assure Ms. M[redacted] that her concerns have been forwarded to upper management for further review. It is our hope that Ms. M[redacted] purchased appliance will provide her with long term satisfaction. Since we were able to provide a resolution that was to Ms. M[redacted] satisfaction, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema Ca[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
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,
Gary [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a tool chest purchased from Sears. [redacted] manager...
of the Amherst Sears provided the following response: I have been in contact with Ms. [redacted] since her complaint was received in my office. That being said, I have informed Ms. [redacted] that Sears was working to secure a new tool box from another Sears store. If we are not able to find another unit, we will provide Ms. [redacted] with a comparable tool box. I will be speaking with Ms. [redacted] later in the day on January 3, 2017. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since we have noted our intent to find a replacement tool box or upgrade Ms. [redacted] 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. It is...
unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her refrigerator. We value Ms. [redacted] 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 have been 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 with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on November 8, 2016 when a Sears technician recovered and recharged the sealed system. Laura, customer advocate from the local service unit contacted and spoke with Ms. [redacted] who confirmed that the refrigerator was operating as designed. Laura did leave her number with Ms. [redacted] in the event she was in need of any additional assistance. Since we have confirmed that the repairs have been completed and that the refrigerator was operating properly, we respectfully request 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding repairs to her range. Because we did not have any Sears technicians...
readily available in Ms. [redacted] area, and we did not want to make her wait for service, we routed her service order to one of our authorized service providers in her area. That being said service is scheduled for Friday, February 24, 2017. Once service has been completed we will provide an additional update. 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]
Complaint: [redacted]
I am rejecting this response because: An apology for the frustration , agony and suffering I experienced for this refund was overwhelming. Sears should offer some type of compensation for their very disappointing services. I went to the store four inconvenient times out of my way and had to pay extra for a layaway.
Sincerely,
Deborah [redacted]
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94[redacted] - Richard A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding non receipt of credit on his canceled installation...
request.
After reviewing Mr. [redacted]'s complaint and our records, we conducted an audit on the installation order.
The installation order was paid by R. [redacted] using visa ending in 36. Our records show the order was canceled and a credit in the amount of $130.00 was issued back to the original form of payment, a visa ending in 36. If Mr. [redacted] has not received his credit, we ask the he contact his financial institution.
It is our position that the delivery refund in itself is a substantial accommodation. At this time, since Mr. [redacted] was credited the installation charge and this is an equitable resolution under the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
[redacted]@searsch.com
Complaint: [redacted]
II did not overfill the mower with oil so they have to be lying. If it was overfilled with oil then it is their fault because the instruction manual stated to put the entire container of oil that came with the mower in the box and that is the only oil that was ever put in the mower.
I am rejecting this response because:
Sincerely,
[redacted]
December 12th, 2017
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / David and Cecilia [redacted] Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We have reached an amicable resolution in regards to Mrs. [redacted] concern with the cabinet door. I have spoken with Mr. and Mrs. [redacted]. She indicated to me there was nothing further SHIP currently needs to address. SHIP and the member have reached an amicable resolution.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the G[redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at carlos.[redacted]@searshomepro.com.
Sincerely,
Carlos [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted] Via: 1st Class Mail
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Ayisha [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal to the response we previously sent.After reviewing Ms. [redacted]’s response, our decision remains the same. Sears issued credit accordingly back to the original form of payment and the credit was not rejected by the financial institution Ms. [redacted] used when she originally paid for her order. No bank check will be processed since credit was issued accordingly. At this time, we respectfully request this case remain closed.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Harold M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a Why Not Lease It (WNLI) agreement....
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumer are also are also provided with a copy of this agreement via email typically. We want to make it clear that WNLI is a separate entity and Mr. [redacted]’s agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. WNLI did let us know that they had closed our Mr. [redacted]’s lease on August 10, 2016 with no further payments due as a courtesy. We also had someone contact Mr. [redacted] in regard to his service plan. When they spoke to Mr. [redacted], he told us that his tablet had been stolen. Unfortunately, theft is not covered for under his service plan; therefore, there was nothing that could be done in regard to that matter and we have closed our file as a result. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] appointment was moved up to December 29, 2016. Our records show that the repair to Mr. [redacted] dishwasher was completed on December 29th with the installation of a console. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his dishwasher, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 21, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Susan M. G[redacted] - # [redacted] Dear [redacted] We have been unable to complete the investigation of Ms. G[redacted] complaint regarding Sears...
Garage Solutions. First, we would like to apologize to Ms. G[redacted] for failing her expectations in regard to a garage door repair she scheduled for her tenant. Since receiving the complaint over three weeks ago, the local Garage Solutions office has tried to schedule an appointment to install the logic board, but the tenant has not been available. We ask that Ms. G[redacted] confirm what date would be convenient, so that the repair can be completed. In the interim, we ask that this matter be closed. Again, we apologize to Ms. G[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
April 5, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Julie M. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request have the items shipped to the correct address or remove all charges from her account. We would first like to apologize for any misinformation regarding the delivery of Ms. [redacted]’s online order. After reviewing the notes in order, we sent an email to Sears International Customer Service to research further. We received a response on March 29, 2017, that the order was processed successfully to the shipping address of [redacted] Room [redacted] Seoul Korea, Rebuplic Of – KR 08840. The address [redacted], LOCKBOURNE, OH 43137 is Borderfree Hub’s address and the shipment goes to them and then it gets shipped internationally as they are the shipping partners for international orders. We apologize again for any confusion this order may have caused. Additionally, 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 Ms. [redacted]’s 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
July 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carey L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding service to her dishwasher. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback. Upon researching Ms. [redacted] complaint, we found that our escalated customer service group, Customer Solutions, processed a $65.00 refund on July 7, 2017. Ms. [redacted] should see a credit post to her Visa account ending in [redacted] in the next five to seven days. Furthermore, the notes indicate that it was explained to Ms. [redacted] that $65.00 was the most that could be refunded and that Ms. [redacted] accepted the refund amount. Therefore, no further considerations will be forthcoming and we have closed our file. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding the Sears Home Warranty she was mistakenly sold while...
being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
May 3, 2017 [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 the [redacted] Mixer order that was...
canceled. We apologize for the delay in responding but we thought we had already sent a response for Ms. [redacted] concerns. The mixer in question was priced incorrectly and it was also out-of-stock. We have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock item. In either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be denied. This helps so that multiple orders are not placed. We apologize that Ms. [redacted] received the wrong email. The terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be denied. Since the cancelation was in accordance to our posted terms and conditions, 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 Complaints Direct Line: [redacted] Email: [redacted]
Initial Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms.[redacted] complaint regarding her...
customer experience upon delivery of her purchased treadmill.
It is unfortunate that we failed Ms.[redacted] expectations when we did not complete the assembly of her purchased treadmill. Due to a systems error, her delivery was not coded properly and we apologize for this. Our records also show that the haul away of Ms.[redacted] existing treadmill was completed 29 July 2015. For any inconvenience this may have caused, we issued a sales adjustment of $199.12 on 14 August 2015. In addition, a $50.00 gift card was also provided to Ms.[redacted] At this time, since the haul away of Ms.[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files.
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
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears did respond to the complaint and made compensation which is satisfactory
February 27, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kristina E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to purchase a...
stand mixer that was marked to $79.99 in error. As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is cleared. However even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. Findlay may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellers. Kmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an error. Kmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Kmart. Any payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded. If Ms. [redacted] wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, we would also note that for this particular error there was some confusion about them being canceled due to an inventory issue. We apologize if Ms. [redacted] received incorrect information that the order was canceled because it was out-of-stock. Again, the actual reason it was canceled was because it was not intended to be priced for that amount. As such, we remain unable to sell the merchandise for the incorrect amount. As this decision is in accordance with our posted terms and conditions, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that the item was lost in transit. Therefore, we have processed a full refund of $625.86 back to her Visa account ending in 6899. This credit should post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
December 19, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Katherine M[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding her customer service experience upon the installation of...
her purchased appliances.After reviewing Ms. M[redacted] complaint and our records, we contacted our installation department and were informed that Ms. M[redacted] was contacted on November 01, 2017 to have the alleged damage addressed. It is our understanding that Ms. M[redacted] had some water damage to the sub floor. This was not visible at the time of original water leak shortly after the installation of Ms. M[redacted] appliance. Ms. M[redacted] received additional fee to have the sub floor replaced. For the additional fees Ms. M[redacted] received, a check in the amount of $200.00 was issued to Ms. M[redacted] on November 01, 2017. As far as the internal investigation that was sent our corporate office, we are unable to discuss what actions are being taken but we can assure Ms. M[redacted] that her concerns have been forwarded to upper management for further review. It is our hope that Ms. M[redacted] purchased appliance will provide her with long term satisfaction. Since we were able to provide a resolution that was to Ms. M[redacted] satisfaction, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema Ca[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
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,
Gary [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a tool chest purchased from Sears. [redacted] manager...
of the Amherst Sears provided the following response: I have been in contact with Ms. [redacted] since her complaint was received in my office. That being said, I have informed Ms. [redacted] that Sears was working to secure a new tool box from another Sears store. If we are not able to find another unit, we will provide Ms. [redacted] with a comparable tool box. I will be speaking with Ms. [redacted] later in the day on January 3, 2017. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since we have noted our intent to find a replacement tool box or upgrade Ms. [redacted] 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. It is...
unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her refrigerator. We value Ms. [redacted] 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 have been 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 with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on November 8, 2016 when a Sears technician recovered and recharged the sealed system. Laura, customer advocate from the local service unit contacted and spoke with Ms. [redacted] who confirmed that the refrigerator was operating as designed. Laura did leave her number with Ms. [redacted] in the event she was in need of any additional assistance. Since we have confirmed that the repairs have been completed and that the refrigerator was operating properly, we respectfully request 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding repairs to her range. Because we did not have any Sears technicians...
readily available in Ms. [redacted] area, and we did not want to make her wait for service, we routed her service order to one of our authorized service providers in her area. That being said service is scheduled for Friday, February 24, 2017. Once service has been completed we will provide an additional update. 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]
Complaint: [redacted]
I am rejecting this response because: An apology for the frustration , agony and suffering I experienced for this refund was overwhelming. Sears should offer some type of compensation for their very disappointing services. I went to the store four inconvenient times out of my way and had to pay extra for a layaway.
Sincerely,
Deborah [redacted]
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94[redacted] - Richard A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding non receipt of credit on his canceled installation...
request.
After reviewing Mr. [redacted]'s complaint and our records, we conducted an audit on the installation order.
The installation order was paid by R. [redacted] using visa ending in 36. Our records show the order was canceled and a credit in the amount of $130.00 was issued back to the original form of payment, a visa ending in 36. If Mr. [redacted] has not received his credit, we ask the he contact his financial institution.
It is our position that the delivery refund in itself is a substantial accommodation. At this time, since Mr. [redacted] was credited the installation charge and this is an equitable resolution under the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
[redacted]@searsch.com
Complaint: [redacted]
II did not overfill the mower with oil so they have to be lying. If it was overfilled with oil then it is their fault because the instruction manual stated to put the entire container of oil that came with the mower in the box and that is the only oil that was ever put in the mower.
I am rejecting this response because:
Sincerely,
[redacted]
December 12th, 2017
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / David and Cecilia [redacted] Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We have reached an amicable resolution in regards to Mrs. [redacted] concern with the cabinet door. I have spoken with Mr. and Mrs. [redacted]. She indicated to me there was nothing further SHIP currently needs to address. SHIP and the member have reached an amicable resolution.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the G[redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at carlos.[redacted]@searshomepro.com.
Sincerely,
Carlos [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted] Via: 1st Class Mail
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Ayisha [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal to the response we previously sent.After reviewing Ms. [redacted]’s response, our decision remains the same. Sears issued credit accordingly back to the original form of payment and the credit was not rejected by the financial institution Ms. [redacted] used when she originally paid for her order. No bank check will be processed since credit was issued accordingly. At this time, we respectfully request this case remain closed.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Harold M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a Why Not Lease It (WNLI) agreement....
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumer are also are also provided with a copy of this agreement via email typically. We want to make it clear that WNLI is a separate entity and Mr. [redacted]’s agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. WNLI did let us know that they had closed our Mr. [redacted]’s lease on August 10, 2016 with no further payments due as a courtesy. We also had someone contact Mr. [redacted] in regard to his service plan. When they spoke to Mr. [redacted], he told us that his tablet had been stolen. Unfortunately, theft is not covered for under his service plan; therefore, there was nothing that could be done in regard to that matter and we have closed our file as a result. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] appointment was moved up to December 29, 2016. Our records show that the repair to Mr. [redacted] dishwasher was completed on December 29th with the installation of a console. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his dishwasher, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 21, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Susan M. G[redacted] - # [redacted] Dear [redacted] We have been unable to complete the investigation of Ms. G[redacted] complaint regarding Sears...
Garage Solutions. First, we would like to apologize to Ms. G[redacted] for failing her expectations in regard to a garage door repair she scheduled for her tenant. Since receiving the complaint over three weeks ago, the local Garage Solutions office has tried to schedule an appointment to install the logic board, but the tenant has not been available. We ask that Ms. G[redacted] confirm what date would be convenient, so that the repair can be completed. In the interim, we ask that this matter be closed. Again, we apologize to Ms. G[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
April 5, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Julie M. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request have the items shipped to the correct address or remove all charges from her account. We would first like to apologize for any misinformation regarding the delivery of Ms. [redacted]’s online order. After reviewing the notes in order, we sent an email to Sears International Customer Service to research further. We received a response on March 29, 2017, that the order was processed successfully to the shipping address of [redacted] Room [redacted] Seoul Korea, Rebuplic Of – KR 08840. The address [redacted], LOCKBOURNE, OH 43137 is Borderfree Hub’s address and the shipment goes to them and then it gets shipped internationally as they are the shipping partners for international orders. We apologize again for any confusion this order may have caused. Additionally, 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 Ms. [redacted]’s 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