[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator. On receipt of...
Ms. [redacted] complaint, we found that she had been authorized for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). Ms. [redacted] confirmed the new refrigerator was delivered on July 25, 2016 to her new address of [redacted]. We are currently setting up the pickup of her old refrigerator from her address [redacted] Since we have replaced Ms. [redacted] refrigerator and only need to complete the removal of her old refrigerator and as our agreement with the Revdex.com restricts the length of time a complaint can remain open, 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 Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 20, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the delay of his refrigerator repair. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled a repair for his refrigerator. We value Mr. [redacted]’s patronage and can understand his frustration with the events he detailed in his complaint. Due to the many scenarios that can occur within a diagnosis and repair, manufacturer’s warranties and Sears Protection Agreements do not make any promise that service will be provided within a certain time frame or date. However, some Sears Protection Agreements do offer reimbursement for food loss and/or rental reimbursement in instances in which a consumer may be without their appliance for an extended period. It may also be important to note that manufacturer’s warranties offer replacement only in the instance that an item cannot be repaired, whereas some Sears Protection Agreements state a replacement will be offered after a specific number of repair attempts or part replacements. Unfortunately, Mr. [redacted] did not purchase a Sears Protection Agreement. Therefore, we were unable to offer the assistance one would provide. With this having been said, our records indicate that Sears provided Mr. [redacted] with a replacement refrigerator, and repaired the door and gasket on November 1, 2017. As a goodwill gesture, we would be willing to purchase one year of Sears Protection Agreement coverage for Mr. [redacted]’s refrigerator. If he would like to accept this offer he may contact Regulatory Complaint Specialist Nicki [redacted] directly at [redacted] within thirty days from the date of this letter. Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mr. [redacted]’s refrigerator and proposed and equitable resolution to his current complaint, we have closed our file pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 800-762-3049 Ext. 87741
Complaint: [redacted]
I am rejecting this response because:Please note that the replacement refrigerator was not offered for customer satisfaction reasons. It was offered by Amy after she was informed that there was a defect to the door and the drawers in the freezer that would have required a third separate visit from a technician to repair. I was informed by Sears that the Refrigerator will be replaced per the manufacturer's warranty after 3 separate repair request. Sears is complying with the manufacturer's warranty. Further, Ms Steele did offer a full refund. However that would have still required us to wait for Sears to remove the defective refrigerator, and wait for delivery of a new refrigerator from another source at additional expense to us. We still request that Sears address the impact of the defective refrigerator and the loss of food. It is the right thing to do.
Sincerely,
Dwain [redacted]
May 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the quality of his refrigerator and the...
customer service he received.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We contacted Mr. [redacted] and discussed the issues with the refrigerator he purchased on December 31, 2016 and the inconveniences he experienced with the multiple repair attempts. We apologize that the refrigerator failed to meet Mr. [redacted] expectations. According to our records, our technician reported that the refrigerator had a problem with the sealed system and it was deemed non-repairable. Mr. [redacted] was offered a warranty exchange and he accepted to exchange with the same model. The replacement was delivered on April 12, 2017. For his inconvenience, we offered Mr. [redacted] a $100.00 credit on the purchase and he accepted the offer. The refund was issued on May 8, 2017 and the credit should post to his credit card ending in [redacted] within 3 – 5 business days. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears
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,
[redacted]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his oven repair. Upon...
receiving Mr. [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his oven. Our records show that the baking element was replaced in Mr. [redacted] oven on August 25, 2015. There was a second repair in May of 2016; the technician replaced the touch panel. Unfortunately, the current repair needed (a new control board and touch panel) for Mr. [redacted] oven is outside the 90-day service guarantee offered under the previous repair. Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure. If Mr. [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor. With that said, as a courtesy, we are willing to offer a 30% service refund if Mr. [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment. Mr. [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 23, 2014Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com Website[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. Pursuant to [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairs. I mailed a check to the [redacted] for the repairs. The [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is working. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,[redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Anthony [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his...
screwdriver. District Manager Jerry [redacted] provided the following response: We have attempted to reach Mr. [redacted] on several occasions, but have been unsuccessful. However, we were able to leave a message. In the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”. We are willing to do this, but we need for Mr. [redacted] to contact the Aurora store at ([redacted]-[redacted] or stop by. The store manager and owner are aware, and they are ready to assist. 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
Complaint: [redacted]
I am rejecting this response because: Dear Ms. [redacted]I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, 2017. I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set. The replacement unit is white as there was not stainless unit carried by Sears. Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine. I was told that I need to go through Sears's third party claims adjuster. Unfortunately the representative on my case will not be in this week. I stated my dissatisfaction about the damages and the unit's no longer matching. The representative advised that more than likely, they would not replace the unit. I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen. ([redacted]I will let you know as soon as I receive an update from [redacted] on my case.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of Operations. The inconvenience was due to misinformation provided by the Sears associates. Please take this situation as a training opportunity for the online organization.
The money for the layaway has been refunded. I will not do business with Sears in the future.
July 19, 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 the problem she encountered when she attempted to return...
the Craftsman Storage Shed and shelf after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. We would like to note that the return policy is listed below the description of the storage shed she purchased online. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warranty. Since Ms. [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same model. As a one-time courtesy, we offered to cover the delivery and haul away on the exchange. We explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issue. She accepted the offer and requested delivery of the storage shed scheduled for August 15, 2016.
We explained that the shelf was over the 30 day return period and did not qualify for a return or exchange. As for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receipt. When the shelf was returned the points were not credited since the system could not relate it to the initial purchase. On July 19, 2016 we manually issued [redacted] SYWR points to Ms. [redacted] account. In the interim, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchen. The new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigerator. I did not accept nor refuse the points that was offered to me instead of the 195.00 credit to my credit card account, which was not satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they called. unfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go away. sears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter).
Sincerely,
[redacted]
June 6, 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 online order experience and...
request for a 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] 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 his order we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller complied by issuing a Return Authorization back in January, for Mr. [redacted] to return the product back within 30 days. However, the seller did not receive the product until May 6, 2016. Since the product was received outside of their return policy the only option the seller has is to repair the product and send it back to Mr. [redacted]. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 20, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the diagnostic fee he...
paid in advance only to be told that parts were no longer available to repair his pressure washer. As clarification, the store associates are not technicians and would not have any information regarding how to repair the pressure washer and what parts may or may not be needed or if those parts are available. We do not know if there will be an issue with the availability of parts until the item can be diagnosed and any parts needed can be researched. By that time we have already invested time in checking the item in, shipping it to our facility, having it examined by our technician, and then the expense of sending it back to the store after finding parts were not available. With any older items that could always be a possibility and if the consumer does not want to have to be responsible for the charges that are just designed to cover our own expenses, then they could choose to not send the item in for repair. With that said, as a one-time courtesy, we are willing to refund Mr. [redacted] but we would need him to contact us to provide us with 6 digits from his 16 digit Visa account number ending in [redacted]. The specific numbers we need are represented by X’s in this example[redacted]. He is welcome to call or email me to provide that information and once we receive it a refund for $50.00 will be issued back to his card. In the interim, since we are willing to provide Mr. [redacted] with a refund even though the charges we collected our valid and were agreed to when the item was dropped off for repair, we have closed our file. We apologize to Mr. Heidtman 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: Dana.[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,
[redacted]
Contact Name and Title: [redacted]
April 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator and...
her request for a replacement.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms. [redacted], but not processed. Our office completed the authorization and sent Ms. [redacted] an email updating her on the authorization. The email advised that based upon the features of Ms. [redacted] current refrigerator, it was determined that $1.399.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). Furthermore, Ms. [redacted] was asked 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, [redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, 2017. 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,
[redacted]
Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Murray [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Sears Home...
Services records indicate that a technician was dispatched to Mr. [redacted] home on November 1, 2016. Notes from the service call indicate that the technician found that the defrost drain plug required adjustment. The freezer was defrosted and upon leaving the home the freezer draw was closing as designed. Since the repairs have been completed, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Alan R[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator. On receipt of...
Ms. [redacted] complaint, we found that she had been authorized for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). Ms. [redacted] confirmed the new refrigerator was delivered on July 25, 2016 to her new address of [redacted]. We are currently setting up the pickup of her old refrigerator from her address [redacted] Since we have replaced Ms. [redacted] refrigerator and only need to complete the removal of her old refrigerator and as our agreement with the Revdex.com restricts the length of time a complaint can remain open, 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 Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 20, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the delay of his refrigerator repair. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled a repair for his refrigerator. We value Mr. [redacted]’s patronage and can understand his frustration with the events he detailed in his complaint. Due to the many scenarios that can occur within a diagnosis and repair, manufacturer’s warranties and Sears Protection Agreements do not make any promise that service will be provided within a certain time frame or date. However, some Sears Protection Agreements do offer reimbursement for food loss and/or rental reimbursement in instances in which a consumer may be without their appliance for an extended period. It may also be important to note that manufacturer’s warranties offer replacement only in the instance that an item cannot be repaired, whereas some Sears Protection Agreements state a replacement will be offered after a specific number of repair attempts or part replacements. Unfortunately, Mr. [redacted] did not purchase a Sears Protection Agreement. Therefore, we were unable to offer the assistance one would provide. With this having been said, our records indicate that Sears provided Mr. [redacted] with a replacement refrigerator, and repaired the door and gasket on November 1, 2017. As a goodwill gesture, we would be willing to purchase one year of Sears Protection Agreement coverage for Mr. [redacted]’s refrigerator. If he would like to accept this offer he may contact Regulatory Complaint Specialist Nicki [redacted] directly at [redacted] within thirty days from the date of this letter. Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mr. [redacted]’s refrigerator and proposed and equitable resolution to his current complaint, we have closed our file pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 800-762-3049 Ext. 87741
Complaint: [redacted]
I am rejecting this response because:Please note that the replacement refrigerator was not offered for customer satisfaction reasons. It was offered by Amy after she was informed that there was a defect to the door and the drawers in the freezer that would have required a third separate visit from a technician to repair. I was informed by Sears that the Refrigerator will be replaced per the manufacturer's warranty after 3 separate repair request. Sears is complying with the manufacturer's warranty. Further, Ms Steele did offer a full refund. However that would have still required us to wait for Sears to remove the defective refrigerator, and wait for delivery of a new refrigerator from another source at additional expense to us. We still request that Sears address the impact of the defective refrigerator and the loss of food. It is the right thing to do.
Sincerely,
Dwain [redacted]
May 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the quality of his refrigerator and the...
customer service he received.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We contacted Mr. [redacted] and discussed the issues with the refrigerator he purchased on December 31, 2016 and the inconveniences he experienced with the multiple repair attempts. We apologize that the refrigerator failed to meet Mr. [redacted] expectations. According to our records, our technician reported that the refrigerator had a problem with the sealed system and it was deemed non-repairable. Mr. [redacted] was offered a warranty exchange and he accepted to exchange with the same model. The replacement was delivered on April 12, 2017. For his inconvenience, we offered Mr. [redacted] a $100.00 credit on the purchase and he accepted the offer. The refund was issued on May 8, 2017 and the credit should post to his credit card ending in [redacted] within 3 – 5 business days. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears
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,
[redacted]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his oven repair. Upon...
receiving Mr. [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his oven. Our records show that the baking element was replaced in Mr. [redacted] oven on August 25, 2015. There was a second repair in May of 2016; the technician replaced the touch panel. Unfortunately, the current repair needed (a new control board and touch panel) for Mr. [redacted] oven is outside the 90-day service guarantee offered under the previous repair. Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure. If Mr. [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor. With that said, as a courtesy, we are willing to offer a 30% service refund if Mr. [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment. Mr. [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 23, 2014Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com Website[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. Pursuant to [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairs. I mailed a check to the [redacted] for the repairs. The [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is working. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,[redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Anthony [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his...
screwdriver. District Manager Jerry [redacted] provided the following response: We have attempted to reach Mr. [redacted] on several occasions, but have been unsuccessful. However, we were able to leave a message. In the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”. We are willing to do this, but we need for Mr. [redacted] to contact the Aurora store at ([redacted]-[redacted] or stop by. The store manager and owner are aware, and they are ready to assist. 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
Complaint: [redacted]
I am rejecting this response because: Dear Ms. [redacted]I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, 2017. I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set. The replacement unit is white as there was not stainless unit carried by Sears. Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine. I was told that I need to go through Sears's third party claims adjuster. Unfortunately the representative on my case will not be in this week. I stated my dissatisfaction about the damages and the unit's no longer matching. The representative advised that more than likely, they would not replace the unit. I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen. ([redacted]I will let you know as soon as I receive an update from [redacted] on my case.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of Operations. The inconvenience was due to misinformation provided by the Sears associates. Please take this situation as a training opportunity for the online organization.
The money for the layaway has been refunded. I will not do business with Sears in the future.
July 19, 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 the problem she encountered when she attempted to return...
the Craftsman Storage Shed and shelf after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. We would like to note that the return policy is listed below the description of the storage shed she purchased online. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warranty. Since Ms. [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same model. As a one-time courtesy, we offered to cover the delivery and haul away on the exchange. We explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issue. She accepted the offer and requested delivery of the storage shed scheduled for August 15, 2016.
We explained that the shelf was over the 30 day return period and did not qualify for a return or exchange. As for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receipt. When the shelf was returned the points were not credited since the system could not relate it to the initial purchase. On July 19, 2016 we manually issued [redacted] SYWR points to Ms. [redacted] account. In the interim, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchen. The new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigerator. I did not accept nor refuse the points that was offered to me instead of the 195.00 credit to my credit card account, which was not satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they called. unfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go away. sears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter).
Sincerely,
[redacted]
June 6, 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 online order experience and...
request for a 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] 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 his order we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller complied by issuing a Return Authorization back in January, for Mr. [redacted] to return the product back within 30 days. However, the seller did not receive the product until May 6, 2016. Since the product was received outside of their return policy the only option the seller has is to repair the product and send it back to Mr. [redacted]. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 20, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the diagnostic fee he...
paid in advance only to be told that parts were no longer available to repair his pressure washer. As clarification, the store associates are not technicians and would not have any information regarding how to repair the pressure washer and what parts may or may not be needed or if those parts are available. We do not know if there will be an issue with the availability of parts until the item can be diagnosed and any parts needed can be researched. By that time we have already invested time in checking the item in, shipping it to our facility, having it examined by our technician, and then the expense of sending it back to the store after finding parts were not available. With any older items that could always be a possibility and if the consumer does not want to have to be responsible for the charges that are just designed to cover our own expenses, then they could choose to not send the item in for repair. With that said, as a one-time courtesy, we are willing to refund Mr. [redacted] but we would need him to contact us to provide us with 6 digits from his 16 digit Visa account number ending in [redacted]. The specific numbers we need are represented by X’s in this example[redacted]. He is welcome to call or email me to provide that information and once we receive it a refund for $50.00 will be issued back to his card. In the interim, since we are willing to provide Mr. [redacted] with a refund even though the charges we collected our valid and were agreed to when the item was dropped off for repair, we have closed our file. We apologize to Mr. Heidtman 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: Dana.[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,
[redacted]
Contact Name and Title: [redacted]
April 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator and...
her request for a replacement.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms. [redacted], but not processed. Our office completed the authorization and sent Ms. [redacted] an email updating her on the authorization. The email advised that based upon the features of Ms. [redacted] current refrigerator, it was determined that $1.399.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). Furthermore, Ms. [redacted] was asked 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, [redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, 2017. 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,
[redacted]
Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Murray [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Sears Home...
Services records indicate that a technician was dispatched to Mr. [redacted] home on November 1, 2016. Notes from the service call indicate that the technician found that the defrost drain plug required adjustment. The freezer was defrosted and upon leaving the home the freezer draw was closing as designed. Since the repairs have been completed, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Alan R[redacted]