Complaint: [redacted]
I am rejecting this response because: Sears are crooks thats the reason that they are now in so much trouble. I didn't get any help from customer service due to neither customer service rep spoke or understood any English. This is a fact also packages was delivered but SEARS didn't include all of my items in the boxes I spent a lot of money with Sears to be treated like this What they are doing is unethical unlawful illegal and wrong. PLEASE DON'T SHOP AT SEARS THEY ARE ORGANIZED SCAMERS AND LIARS. THAT'S WHY IT TOOK SO LONG FOR SEARS TO RESPOND. THEY NEED TO GET WITH THE PROGRAM THIS IS WHY THEY ARE STRUGGLING FINANCIALLY TO STAY OPENED AND OTHER STORES THAT BELIEVE IN GREAT CUSTOMER SERVICE IS THRIVING. TRYING TO GET OVER ON ME ISN'T GOING TO HELP
Sincerely,
[redacted]
May 12, 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 her dissatisfaction with the...
delivery of a pool table 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, our delivery department, [redacted] Solutions, attempted to reach Ms. [redacted]i on May 11, 2017, to confirm her address for a check refund of our $69.99 delivery fee. Ms. [redacted]i may return their call at [redacted] Once [redacted] Solutions has spoken with Ms. [redacted]i, a check will be mailed we have sent an email directly to her within fifteen business days. 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 an equitable resolution has been proposed. 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]
November 7, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Margaret [redacted] Via: Revdex.com website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products, Inc. (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.
Pursuant to Mrs. [redacted] HVAC concerns and included with her copy of this letter I have enclosed a check for the ceiling repair estimate.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. Frontera as a customer and apologize for any frustrations or inconveniences she might have experienced. If you have any questions or concerns, please contact me directly at 407-551-5566 or via email at [email protected].
Sincerely,
Rogelia Powell
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. Frontera Enclosures (3)
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 do appreciate the efforts by Sears to make this right. It would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very well. It would have saved a lot of aggravation. Thank You
Sincerely,
[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] rebuttal regarding Sears Home Services and repairs to her washer. We have a service...
call scheduled to have a technician verify Ms. [redacted] concerns on July 19, 2016. Once the service call has been completed, we will provide an additional update. Although Ms. [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washer. Therefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain 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]
October 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to her range repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. [redacted] with unit [redacted] spoke with Ms. [redacted] on September 28, 2016, and was able to arrange for service that same day. The technician examined the range and found that the element needed to be replaced. Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, 2016. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have processed a 25% refund of the service fee. Ms. [redacted] should see a credit in the amount of $127.40 post to her [redacted] account ending in [redacted] in the next five to seven days. In the interim, since we have completed the repair to Ms. [redacted] range, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
I am very dissatisfied with how my complaint was addressed. !. Ms. S[redacted] scheduled a new service call. When the day came, the same technician who already came twice called me on the phone to say he was on his way. The Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet again. This is the real reason the service call was rescheduled. The reason I cancelled the rescheduled service call issued by Ms. S[redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatched. Since I already paid $295 to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher again. I had set-up the service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service call. 2. Next, Ms. S[redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from Sears. I am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this company. 3. I paid $295 to fix a dishwasher and it isn’t fixed. $89 was to diagnose the problem, $140 was for labor, and $66.18 was for parts. Ms. S[redacted] last offer was to give me $86 for my trouble. This doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer either. She indicated to me that I already have the part in my dishwasher, and it can’t be de-installed. Is it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refunded. What does $86 cover? I can’t even understand where this number came from.
Sincerely,
Rina P[redacted]
August 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of a full refund for his canceled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $363.79 were issued to Mr. [redacted] account on July 28th, 2016. An additional refund of $1,026.93 was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check. As such, Mr. [redacted] has been refunded in full for his sears.com order. However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and his [redacted] account has been credited the full amount of his order. 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]
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his request for a refund of the diagnostic...
fee. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $96.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completed. It simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee. We apologize for any misunderstanding regarding the trip charge but Mr. [redacted] is not entitled to a refund. With that said, since Mr. [redacted] was previously offered $40.00 in Shop Your Way Reward points, but declined, we are willing to issue a $40.00 credit to Mr. [redacted] account as an alternative resolution. If Mr. [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr. [redacted] request, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose E[redacted] Dear [redacted] We have completed the investigation of Mr. E[redacted] complaint regarding his recent online order...
experience. It is unfortunate that Mr. E[redacted] feels we failed his expectations as we value his patronage. After researching the order, we found that a full refund had been provided by the local store. Mr. E[redacted] currently has a balance of $7.59 on his Gift Card ending in [redacted] Additionally, we hope that in the future Mr. E[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, since we show 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, 2017 [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 service on her refrigerator.We also...
previously assisted Ms. [redacted] and also her mother through a complaint she filed with her local TV station. We were able to help expedite their repairs and their issues appeared to be resolved at that time. When we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repair. However, each time they scheduled earlier, the service call was being canceled by Ms. [redacted]. When they contacted Ms. [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigerator. She was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPA. At this time, since it was Ms. [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, 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]
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,
Chuck F[redacted]
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] complaint...
regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
We apologize that Mr.[redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
Upon receipt of Mr.[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr.[redacted] concerns. On July 16, 2015 Mr. [redacted] contacted Mrs.[redacted] and reviewed the service information. Due to the inconvenience, Mr. [redacted] offered to refund the service charges on the refrigerator and Mrs.[redacted] accepted the offer. On July 16, 2015 we issued a credit of $290.00 to Mr.[redacted]. He should receive the bank check within 7-10 business days. Since we have addressed the issues brought forth in Mr.[redacted] complaint, we have closed our file.
Again, we apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that I have NOT received a refund, this complaint/file is not closed.
Personally, I don't see an issue with expecting a refrigerator to last more than four years. [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four years. We are not referring to a refrigerator that failed after twenty years but one that failed after less than four. I would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be.
That being said, my complaint was primarily geared towards the awful customer service that I received and am still receiving. On July 16th, I did receive a message from[redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaint. He left his cell phone number and requested I return his call. I attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a message. After several attempts to call[redacted] we had to reach out to [redacted] to request[redacted]call us again. [redacted]did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wife. My wife has NEVER spoken to[redacted]waited on the phone as I checked for a credit to my credit card. I informed him that no credit had been issued. He said he would check into it and call me back. I have not heard back from[redacted] states that we would receive a bank check within 7 - 10 business days (why did[redacted]tell us it would be a credit to the card used during purchase?). To date, I have NOT received a refund.
Final Business Response /* (4000, 12, 2015/08/11) */
August 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
As previously stated, Mr. [redacted] offered to refund the labor charges to Mr.[redacted]. Mr. [redacted] informed Mr.[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our system. However, for security purposes, our system will remove all credit card information after a few weeks. Once the credit card is no longer available, refunds are issued via a bank check.
When Mr.[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submitted. Regrettably, due to a system issue the process was not completed. On August 5, 2015, the request was resubmitted for the refund to be processed. We received confirmation that the refund check of $290.00 was issued on August 10, 2015 (check [redacted] Mr.[redacted] should receive the check within 10 business days.
Although Mr.[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr.[redacted] has our written commitment that he will receive the $290 refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarranted. If Mr.[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time.
We apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 14, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We finally received our check yesterday, August 20th. I'm not sure why the Revdex.com would close a case before it was resolved. Sears may have given us their word; however, Sears broke their word time-after-time during this whole ordeal. We are very disappointed with the Sears product and customer service. As much as we appreciate the refund, we will no longer be doing business with Sears.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services has approved the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacement. Sears will cover haul away, delivery and hook up of the new unit. Since we have approved Ms. [redacted]’s refrigerator for replacement, 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
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms. [redacted]...
complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms. [redacted]. It is our understanding that the fridge that Ms. [redacted] selected had to be ordered out of our Richmond warehouse, which is over 50 miles from our selling store. The delivery fee was waived for Ms. [redacted]. In addition, the store upgraded Ms. [redacted] to a more costly fridge and discounted $200.00 off. As far the request, we cannot honor her request. Since Ms. [redacted] fridge was upgraded and replaced, we have closed our filed.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: 512.248.7905 imx integrated member experience
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that he was charged a restocking fee...
for the return of his refrigerator.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr. [redacted] concern. Mr. [redacted] investigated and discovered that Mr. [redacted] contacted our delivery customer service on May 28, 2016 and requested to return the refrigerator because he was dissatisfied with the finish. The associate offered Mr. [redacted] a $190 refund to keep the refrigerator in an attempt to save the sale. Mr. [redacted] declined the offer. The associate then offered to exchange with another model and would apply the $190 discount towards the purchase. Mr. [redacted] accepted the offer and selected a ** model instead of the Kenmore. When Mr. [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the return. Since there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr. [redacted] was charged a 15% restocking fee as listed on his receipt. As clarification, the copy of the receipt that Mr. [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted]
On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the same issue and was offered $150 worth of Shop Your Reward Points. Mr. [redacted] accepted the offer and the points were applied to his account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: MELISSA [redacted]
July 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of...
Ms.[redacted]' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).
Upon receipt of Ms.[redacted]' complaint, we reviewed her service history to determine whether she qualifies for a replacement washer. Our records show that Ms.[redacted] purchased the Master Protection Agreement (MPA) on January 31, 2013. Since the MPA went into effect, Ms.[redacted] has had three service calls completed with parts. According to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms.[redacted]' washer has only had three qualifying repairs to date. However, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.[redacted]@searshc.com to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for Ms.[redacted], we ask that this matter be closed.
We apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from sears. Sears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly 3 times. so how it does not qualify for replacement is beyond me.
Final Business Response /* (4000, 9, 2015/07/20) */
Contact Name and Title: MELISSA [redacted]
July 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms.[redacted]' rebuttal to our previous response.
First, we would like to apologize to Ms.[redacted] for failing her expectations in regard to the repair of her washer. In accordance with our offer to replace Ms.[redacted]' washer if she experienced further issues, our office processed an authorization for replacement on July 16, 2015. Based upon the features of Ms.[redacted]' current washer, it was determined that $799.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). An email was sent to Ms.[redacted] on July 16, 2015, explaining the replacement process. As stated in the email, Ms.[redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms.[redacted] will need to provide the telephone number on record, (860) 728-8218, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, 2016. The manufacturer's warranty will continue until its expiration; one year from the date of delivery. With that said, since we are providing Ms.[redacted] with her requested resolution, we ask that this matter be closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would Like to Thank Sears for taking care of the situation and all has been resolved.
Complaint: [redacted]
I am rejecting this response because:It doesn't matter weather I accept or reject their response. This is a typical corporate reaction to any consumer. I would like to know how many corporate personnel age 69 and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed. Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much. I don't trust Sears any more and don't expect them to help the public as evidenced by their response. That is why they continue to go down hill in sales and don't have much merchandise in their stores. You can forward my response to them or do what ever you want with this. I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers. Hopefully I will be able to gather a substantial following. I began my participation in Sears in 1963 and have bought a lot of items since that time. I doubt seriously if I can continue with them. Thank you for your help. Oh, and thank Sears for me also.
Sincerely,
[redacted]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request to receive the full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted]’ placed an order with a [redacted] vendor, not Sears Holdings Corporation. In Ms. [redacted]’ case, the order was fulfilled by [redacted] located at [redacted], and Email: [redacted] and [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we researched the seller’s return policy but were unable to locate them on Sears.com. As such, we have made the decision to make a onetime courtesy exception and issued the remaining balance of $83.10 back to Ms. [redacted]’ Visa account that she used at the time of purchase. For Ms. [redacted]’ records the return receipt number is 093014892877. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since we have honored Ms. [redacted]’ requested resolution, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: Sears are crooks thats the reason that they are now in so much trouble. I didn't get any help from customer service due to neither customer service rep spoke or understood any English. This is a fact also packages was delivered but SEARS didn't include all of my items in the boxes I spent a lot of money with Sears to be treated like this What they are doing is unethical unlawful illegal and wrong. PLEASE DON'T SHOP AT SEARS THEY ARE ORGANIZED SCAMERS AND LIARS. THAT'S WHY IT TOOK SO LONG FOR SEARS TO RESPOND. THEY NEED TO GET WITH THE PROGRAM THIS IS WHY THEY ARE STRUGGLING FINANCIALLY TO STAY OPENED AND OTHER STORES THAT BELIEVE IN GREAT CUSTOMER SERVICE IS THRIVING. TRYING TO GET OVER ON ME ISN'T GOING TO HELP
Sincerely,
[redacted]
May 12, 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 her dissatisfaction with the...
delivery of a pool table 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, our delivery department, [redacted] Solutions, attempted to reach Ms. [redacted]i on May 11, 2017, to confirm her address for a check refund of our $69.99 delivery fee. Ms. [redacted]i may return their call at [redacted] Once [redacted] Solutions has spoken with Ms. [redacted]i, a check will be mailed we have sent an email directly to her within fifteen business days. 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 an equitable resolution has been proposed. 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]
November 7, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Margaret [redacted] Via: Revdex.com website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products, Inc. (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.
Pursuant to Mrs. [redacted] HVAC concerns and included with her copy of this letter I have enclosed a check for the ceiling repair estimate.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. Frontera as a customer and apologize for any frustrations or inconveniences she might have experienced. If you have any questions or concerns, please contact me directly at 407-551-5566 or via email at [email protected].
Sincerely,
Rogelia Powell
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. Frontera Enclosures (3)
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 do appreciate the efforts by Sears to make this right. It would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very well. It would have saved a lot of aggravation. Thank You
Sincerely,
[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] rebuttal regarding Sears Home Services and repairs to her washer. We have a service...
call scheduled to have a technician verify Ms. [redacted] concerns on July 19, 2016. Once the service call has been completed, we will provide an additional update. Although Ms. [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washer. Therefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain 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]
October 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to her range repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. [redacted] with unit [redacted] spoke with Ms. [redacted] on September 28, 2016, and was able to arrange for service that same day. The technician examined the range and found that the element needed to be replaced. Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, 2016. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have processed a 25% refund of the service fee. Ms. [redacted] should see a credit in the amount of $127.40 post to her [redacted] account ending in [redacted] in the next five to seven days. In the interim, since we have completed the repair to Ms. [redacted] range, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
I am very dissatisfied with how my complaint was addressed. !. Ms. S[redacted] scheduled a new service call. When the day came, the same technician who already came twice called me on the phone to say he was on his way. The Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet again. This is the real reason the service call was rescheduled. The reason I cancelled the rescheduled service call issued by Ms. S[redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatched. Since I already paid $295 to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher again. I had set-up the service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service call. 2. Next, Ms. S[redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from Sears. I am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this company. 3. I paid $295 to fix a dishwasher and it isn’t fixed. $89 was to diagnose the problem, $140 was for labor, and $66.18 was for parts. Ms. S[redacted] last offer was to give me $86 for my trouble. This doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer either. She indicated to me that I already have the part in my dishwasher, and it can’t be de-installed. Is it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refunded. What does $86 cover? I can’t even understand where this number came from.
Sincerely,
Rina P[redacted]
August 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of a full refund for his canceled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $363.79 were issued to Mr. [redacted] account on July 28th, 2016. An additional refund of $1,026.93 was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check. As such, Mr. [redacted] has been refunded in full for his sears.com order. However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and his [redacted] account has been credited the full amount of his order. 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]
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his request for a refund of the diagnostic...
fee. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $96.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completed. It simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee. We apologize for any misunderstanding regarding the trip charge but Mr. [redacted] is not entitled to a refund. With that said, since Mr. [redacted] was previously offered $40.00 in Shop Your Way Reward points, but declined, we are willing to issue a $40.00 credit to Mr. [redacted] account as an alternative resolution. If Mr. [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr. [redacted] request, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose E[redacted] Dear [redacted] We have completed the investigation of Mr. E[redacted] complaint regarding his recent online order...
experience. It is unfortunate that Mr. E[redacted] feels we failed his expectations as we value his patronage. After researching the order, we found that a full refund had been provided by the local store. Mr. E[redacted] currently has a balance of $7.59 on his Gift Card ending in [redacted] Additionally, we hope that in the future Mr. E[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, since we show 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, 2017 [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 service on her refrigerator.We also...
previously assisted Ms. [redacted] and also her mother through a complaint she filed with her local TV station. We were able to help expedite their repairs and their issues appeared to be resolved at that time. When we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repair. However, each time they scheduled earlier, the service call was being canceled by Ms. [redacted]. When they contacted Ms. [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigerator. She was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPA. At this time, since it was Ms. [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, 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]
See attachment.
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,
Chuck F[redacted]
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] complaint...
regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
We apologize that Mr.[redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
Upon receipt of Mr.[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr.[redacted] concerns. On July 16, 2015 Mr. [redacted] contacted Mrs.[redacted] and reviewed the service information. Due to the inconvenience, Mr. [redacted] offered to refund the service charges on the refrigerator and Mrs.[redacted] accepted the offer. On July 16, 2015 we issued a credit of $290.00 to Mr.[redacted]. He should receive the bank check within 7-10 business days. Since we have addressed the issues brought forth in Mr.[redacted] complaint, we have closed our file.
Again, we apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that I have NOT received a refund, this complaint/file is not closed.
Personally, I don't see an issue with expecting a refrigerator to last more than four years. [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four years. We are not referring to a refrigerator that failed after twenty years but one that failed after less than four. I would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be.
That being said, my complaint was primarily geared towards the awful customer service that I received and am still receiving. On July 16th, I did receive a message from[redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaint. He left his cell phone number and requested I return his call. I attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a message. After several attempts to call[redacted] we had to reach out to [redacted] to request[redacted]call us again. [redacted]did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wife. My wife has NEVER spoken to[redacted]waited on the phone as I checked for a credit to my credit card. I informed him that no credit had been issued. He said he would check into it and call me back. I have not heard back from[redacted] states that we would receive a bank check within 7 - 10 business days (why did[redacted]tell us it would be a credit to the card used during purchase?). To date, I have NOT received a refund.
Final Business Response /* (4000, 12, 2015/08/11) */
August 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
As previously stated, Mr. [redacted] offered to refund the labor charges to Mr.[redacted]. Mr. [redacted] informed Mr.[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our system. However, for security purposes, our system will remove all credit card information after a few weeks. Once the credit card is no longer available, refunds are issued via a bank check.
When Mr.[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submitted. Regrettably, due to a system issue the process was not completed. On August 5, 2015, the request was resubmitted for the refund to be processed. We received confirmation that the refund check of $290.00 was issued on August 10, 2015 (check [redacted] Mr.[redacted] should receive the check within 10 business days.
Although Mr.[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr.[redacted] has our written commitment that he will receive the $290 refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarranted. If Mr.[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time.
We apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 14, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We finally received our check yesterday, August 20th. I'm not sure why the Revdex.com would close a case before it was resolved. Sears may have given us their word; however, Sears broke their word time-after-time during this whole ordeal. We are very disappointed with the Sears product and customer service. As much as we appreciate the refund, we will no longer be doing business with Sears.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services has approved the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacement. Sears will cover haul away, delivery and hook up of the new unit. Since we have approved Ms. [redacted]’s refrigerator for replacement, 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
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms. [redacted]...
complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms. [redacted]. It is our understanding that the fridge that Ms. [redacted] selected had to be ordered out of our Richmond warehouse, which is over 50 miles from our selling store. The delivery fee was waived for Ms. [redacted]. In addition, the store upgraded Ms. [redacted] to a more costly fridge and discounted $200.00 off. As far the request, we cannot honor her request. Since Ms. [redacted] fridge was upgraded and replaced, we have closed our filed.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: 512.248.7905 imx integrated member experience
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that he was charged a restocking fee...
for the return of his refrigerator.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr. [redacted] concern. Mr. [redacted] investigated and discovered that Mr. [redacted] contacted our delivery customer service on May 28, 2016 and requested to return the refrigerator because he was dissatisfied with the finish. The associate offered Mr. [redacted] a $190 refund to keep the refrigerator in an attempt to save the sale. Mr. [redacted] declined the offer. The associate then offered to exchange with another model and would apply the $190 discount towards the purchase. Mr. [redacted] accepted the offer and selected a ** model instead of the Kenmore. When Mr. [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the return. Since there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr. [redacted] was charged a 15% restocking fee as listed on his receipt. As clarification, the copy of the receipt that Mr. [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted]
On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the same issue and was offered $150 worth of Shop Your Reward Points. Mr. [redacted] accepted the offer and the points were applied to his account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: MELISSA [redacted]
July 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of...
Ms.[redacted]' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).
Upon receipt of Ms.[redacted]' complaint, we reviewed her service history to determine whether she qualifies for a replacement washer. Our records show that Ms.[redacted] purchased the Master Protection Agreement (MPA) on January 31, 2013. Since the MPA went into effect, Ms.[redacted] has had three service calls completed with parts. According to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms.[redacted]' washer has only had three qualifying repairs to date. However, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.[redacted]@searshc.com to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for Ms.[redacted], we ask that this matter be closed.
We apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from sears. Sears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly 3 times. so how it does not qualify for replacement is beyond me.
Final Business Response /* (4000, 9, 2015/07/20) */
Contact Name and Title: MELISSA [redacted]
July 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms.[redacted]' rebuttal to our previous response.
First, we would like to apologize to Ms.[redacted] for failing her expectations in regard to the repair of her washer. In accordance with our offer to replace Ms.[redacted]' washer if she experienced further issues, our office processed an authorization for replacement on July 16, 2015. Based upon the features of Ms.[redacted]' current washer, it was determined that $799.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). An email was sent to Ms.[redacted] on July 16, 2015, explaining the replacement process. As stated in the email, Ms.[redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms.[redacted] will need to provide the telephone number on record, (860) 728-8218, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, 2016. The manufacturer's warranty will continue until its expiration; one year from the date of delivery. With that said, since we are providing Ms.[redacted] with her requested resolution, we ask that this matter be closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would Like to Thank Sears for taking care of the situation and all has been resolved.
Complaint: [redacted]
I am rejecting this response because:It doesn't matter weather I accept or reject their response. This is a typical corporate reaction to any consumer. I would like to know how many corporate personnel age 69 and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed. Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much. I don't trust Sears any more and don't expect them to help the public as evidenced by their response. That is why they continue to go down hill in sales and don't have much merchandise in their stores. You can forward my response to them or do what ever you want with this. I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers. Hopefully I will be able to gather a substantial following. I began my participation in Sears in 1963 and have bought a lot of items since that time. I doubt seriously if I can continue with them. Thank you for your help. Oh, and thank Sears for me also.
Sincerely,
[redacted]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request to receive the full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted]’ placed an order with a [redacted] vendor, not Sears Holdings Corporation. In Ms. [redacted]’ case, the order was fulfilled by [redacted] located at [redacted], and Email: [redacted] and [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we researched the seller’s return policy but were unable to locate them on Sears.com. As such, we have made the decision to make a onetime courtesy exception and issued the remaining balance of $83.10 back to Ms. [redacted]’ Visa account that she used at the time of purchase. For Ms. [redacted]’ records the return receipt number is 093014892877. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since we have honored Ms. [redacted]’ requested resolution, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation