Complaint: [redacted]
I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than 6 + occasions to wade through your very poor customer service process with long extended hold times up to 1.5 +hrs for each call trying to be a good customer. In addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing it. I wanted to have it updated before purchase. Not (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stove. The error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filed. After being on hold and transferred to the same departments over and over. The rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaint. I spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return it. I did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confident. It had not been fixed after I spoke with (3) Supervisors/Manager. I was finally PROMISED it was CORRECT. I was sent a screen shot showing that the price and the item was indeed what I was ordering. In the end they said, the description and price was correct. The picture was not. I was told on each call an IT request was placed to fix it. I had to take the day off work, to return the incorrect item. I wasted hours of time for nothing. It's sad that a consumers time it not worth anything. A big company like this makes it extremely difficult to do business with them. Why purchase thier product when you can get it locally, with a company that provides excellent service. This was your error, its your CS escalation process which didn't work. I would like a FULL refund, you still owe me $50.00 that was not paid to me, it was credited to my Sears charge. Good Service, Less excuses those are the companies which are going to still be here.
Sincerely,
[redacted]
February 1, 2017 [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 the failure of her...
refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears. Ms. [redacted] was given accurate information in reference to her warranty. Namely that it only covered defects that manifest themselves in the first year. After that time, repairs would not be covered whether they were completed by Sears or by another provider. With that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expired. Due to that, as a one-time courtesy we are willing to send Ms. [redacted] the value of her outside service in the form of a Sears gift card for $100.00. If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arranged. In the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move on. It does appear the vibration is gone when I apply the brakes at highway speeds. BUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced 1 of the rotors from what I saw.
It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window.
If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoever. Then all of a sudden a couple years ago there service record did a compete 180. I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worse. Plus having to spend countless hours trying to resolve it. I do have a question however. What will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself.
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Leroy H[redacted] Dear [redacted] We have completed the investigation of Mr. H[redacted] complaint regarding his dissatisfaction with...
the delay of his lawn mower repair. It is unfortunate that we failed Mr. H[redacted] expectations when he recently requested a repair from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. Although Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure Mr. H[redacted] that his concerns have been forwarded to management for review. Our records show that Mr. H[redacted] lawn mower was repaired on August 20, 2017. It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period. Mr. H[redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. H[redacted] comments and the requested repair has been completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a pur[redacted] from Sears Outlet. Matt Martinez, Sears Outlet District Sales...
Manager provided the following response: In order to resolve Mr. [redacted]’s concerns, we need to speak with him. We have left voice mail messages and sent emails which to date have not been returned. That said, if Mr. [redacted] still requires assistance we ask that he contact [redacted], store manager of the Niles Sears Outlet, who is empowered to help. Ms. [redacted] can be reached at [redacted]. Since we have requested Mr. [redacted] contact Ms. [redacted] to resolve her concerns, we ask that this complaint be closed pending further contact. 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 [redacted].[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,
[redacted]
Initial Business Response /* (1000, 8, 2015/05/06) */
May 6, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent purchase.
First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attention. We want to assure [redacted] that we have taken steps to ensure that this does not reoccur. In order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of charge. By this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears resolved the incident. They delivered the product as advertised. Additionally, Sears apologized. This is a stand up company that has regained my respect.
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]
April 5, 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 recent online order experience and...
request for a refund. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we sent an email correspondence and left a message advising that we would like to assist in resolving this matter. Mr. [redacted] returned our call and indicated that he would be coming into the store to receive the refund. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Vishal [redacted] Dear Ms. [redacted]: We have not completed our investigation of Mr. [redacted]’s issues with his service experience. Our service unit reached out to Mr....
[redacted] to set service with a senior service technician. We have been unable to speak to Mr. [redacted], his voice mail states he is out of the country and the only way to reach his is via text or email Mr. [redacted]’s voice message does not say when he will be back in the country. Unfortunately our service unit is unable to text our customers. We have emailed Mr. [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairs. In the mean time we have closed this case pending Mr. [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: we paid $40 a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-time. None of these were explained at the time we purchased the insurance. We bought the trash-compactor from Sears originally. The company got proof that the trash compactor was working because of the simple nob change the year before. Several support persons understood problem tried to help but the corporation ignored the reasonable fact. When I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money. We want our money back and cancel the subscription all together without any extra charge.
Sincerely,
Roxy S[redacted]
October 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Todd [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding her 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 FastMedia located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. 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 the order, we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processed. In closure, since the seller has agreed to issue a refund, 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a sale. We made this purchase with your company because we were told we would get the points for it. The man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive them. Your Tucson mall sales representative also assured us I believe his name was Mike. Your offer of 100 points is very condescending and your response is cold and uncaring. If your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we called. This is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W[redacted] Dear [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. We found that Ms. W[redacted] was...
authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in [redacted] Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W[redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Lyle D[redacted]
Dear [redacted]
We have completed the investigation of Mr. D[redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon...
and his request for a refund.
We apologize that Mr. D[redacted] washer failed to meet his expectations. 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 when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D[redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D[redacted] must continue to work with [redacted] regarding the repair or replacement of his washer.
As Mr. D[redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D[redacted], when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request.
We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I realize that they will not change their plan to accommodate the customer. They wish to put as many barriers in front of customer as possible so they will make more money. I did everything asked of me and, if fact, received a refund. My only point was that they make it so difficult to exchange something as simple as a coffee maker. I just will not, in the future, purchase one of their warranty plans.
[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 washer needing repair...
that is not in our system.
We have received Ms[redacted] complaint and apologize for the issues she is having with her washer. We looked in our system and were able to find Ms[redacted] washer and add it into our system. We also scheduled her for repair on July 19, 2016 from 8:00am-5:00pm. That being said, because we have addressed Ms[redacted] complaint, we respectfully request 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.
August 29, 2017
Jose G[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]/ Jose G[redacted]
Via 1st Class US Postage
Via Email: [redacted] Via Email: Revdex.com Website
Dear Mr. G[redacted],
This letter provides you a response to your rebuttal letter. I apologized for any misunderstanding regarding the siding service. Our project coordinator, Nenita M[redacted] is attempting to schedule the service with you. Please contact us at your earliest convenience.
As I stated previously, I have confirmed with [redacted]Sears that your account has been adjusted to reflect the 24 month interest accrues, promo and the account is in good standing. Please contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenience. We will not address the [redacted] account concern again as it has been resolved.
If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com Website
July 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]3 - Chakita [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay she encountered in...
receiving benefits under her Kmart Smart Plan on her TV.
We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms. [redacted] would have been provided with when she bought the plan. There are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent back. In Ms. [redacted] case, the plan required a repair. However, once we replaced the pcb board it was determined to need a new LED panel. Since the cost of this exceeded the value of the item, it was then considered uneconomical to repair. It is our understanding that authorization was then given so that Ms. [redacted] could receive a gift card or a credit voucher to purchase a new TV. Since this should have resolved her issue, we have closed our file.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations when he recently attempted to cancel his order. We value [redacted] patronage and can understand how the series of events detailed in his
complaint has caused him to lose faith in Sears. We regret that this incident
occurred, and we can assure that his concerns have been forwarded to management
for review so that future problems of this nature can be averted. After
reviewing the notes in his order we found that a refund of $84.21 had been
processed on December 5, 2015. For [redacted] records the refund receipt
number is [redacted] Additionally, we hope that in the future [redacted]
will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, we
have noted [redacted] concerns and respectfully ask to have this matter
closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted]
I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than 6 + occasions to wade through your very poor customer service process with long extended hold times up to 1.5 +hrs for each call trying to be a good customer. In addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing it. I wanted to have it updated before purchase. Not (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stove. The error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filed. After being on hold and transferred to the same departments over and over. The rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaint. I spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return it. I did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confident. It had not been fixed after I spoke with (3) Supervisors/Manager. I was finally PROMISED it was CORRECT. I was sent a screen shot showing that the price and the item was indeed what I was ordering. In the end they said, the description and price was correct. The picture was not. I was told on each call an IT request was placed to fix it. I had to take the day off work, to return the incorrect item. I wasted hours of time for nothing. It's sad that a consumers time it not worth anything. A big company like this makes it extremely difficult to do business with them. Why purchase thier product when you can get it locally, with a company that provides excellent service. This was your error, its your CS escalation process which didn't work. I would like a FULL refund, you still owe me $50.00 that was not paid to me, it was credited to my Sears charge. Good Service, Less excuses those are the companies which are going to still be here.
Sincerely,
[redacted]
February 1, 2017 [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 the failure of her...
refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears. Ms. [redacted] was given accurate information in reference to her warranty. Namely that it only covered defects that manifest themselves in the first year. After that time, repairs would not be covered whether they were completed by Sears or by another provider. With that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expired. Due to that, as a one-time courtesy we are willing to send Ms. [redacted] the value of her outside service in the form of a Sears gift card for $100.00. If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arranged. In the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move on. It does appear the vibration is gone when I apply the brakes at highway speeds. BUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced 1 of the rotors from what I saw.
It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window.
If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoever. Then all of a sudden a couple years ago there service record did a compete 180. I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worse. Plus having to spend countless hours trying to resolve it. I do have a question however. What will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself.
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Leroy H[redacted] Dear [redacted] We have completed the investigation of Mr. H[redacted] complaint regarding his dissatisfaction with...
the delay of his lawn mower repair. It is unfortunate that we failed Mr. H[redacted] expectations when he recently requested a repair from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. Although Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure Mr. H[redacted] that his concerns have been forwarded to management for review. Our records show that Mr. H[redacted] lawn mower was repaired on August 20, 2017. It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period. Mr. H[redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. H[redacted] comments and the requested repair has been completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a pur[redacted] from Sears Outlet. Matt Martinez, Sears Outlet District Sales...
Manager provided the following response: In order to resolve Mr. [redacted]’s concerns, we need to speak with him. We have left voice mail messages and sent emails which to date have not been returned. That said, if Mr. [redacted] still requires assistance we ask that he contact [redacted], store manager of the Niles Sears Outlet, who is empowered to help. Ms. [redacted] can be reached at [redacted]. Since we have requested Mr. [redacted] contact Ms. [redacted] to resolve her concerns, we ask that this complaint be closed pending further contact. 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 [redacted].[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,
[redacted]
Initial Business Response /* (1000, 8, 2015/05/06) */
May 6, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent purchase.
First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attention. We want to assure [redacted] that we have taken steps to ensure that this does not reoccur. In order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of charge. By this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears resolved the incident. They delivered the product as advertised. Additionally, Sears apologized. This is a stand up company that has regained my respect.
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]
April 5, 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 recent online order experience and...
request for a refund. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we sent an email correspondence and left a message advising that we would like to assist in resolving this matter. Mr. [redacted] returned our call and indicated that he would be coming into the store to receive the refund. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Vishal [redacted] Dear Ms. [redacted]: We have not completed our investigation of Mr. [redacted]’s issues with his service experience. Our service unit reached out to Mr....
[redacted] to set service with a senior service technician. We have been unable to speak to Mr. [redacted], his voice mail states he is out of the country and the only way to reach his is via text or email Mr. [redacted]’s voice message does not say when he will be back in the country. Unfortunately our service unit is unable to text our customers. We have emailed Mr. [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairs. In the mean time we have closed this case pending Mr. [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: we paid $40 a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-time. None of these were explained at the time we purchased the insurance. We bought the trash-compactor from Sears originally. The company got proof that the trash compactor was working because of the simple nob change the year before. Several support persons understood problem tried to help but the corporation ignored the reasonable fact. When I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money. We want our money back and cancel the subscription all together without any extra charge.
Sincerely,
Roxy S[redacted]
October 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Todd [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding her 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 FastMedia located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. 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 the order, we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processed. In closure, since the seller has agreed to issue a refund, 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a sale. We made this purchase with your company because we were told we would get the points for it. The man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive them. Your Tucson mall sales representative also assured us I believe his name was Mike. Your offer of 100 points is very condescending and your response is cold and uncaring. If your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we called. This is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W[redacted] Dear [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. We found that Ms. W[redacted] was...
authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in [redacted] Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W[redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Lyle D[redacted]
Dear [redacted]
We have completed the investigation of Mr. D[redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon...
and his request for a refund.
We apologize that Mr. D[redacted] washer failed to meet his expectations. 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 when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D[redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D[redacted] must continue to work with [redacted] regarding the repair or replacement of his washer.
As Mr. D[redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D[redacted], when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request.
We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I realize that they will not change their plan to accommodate the customer. They wish to put as many barriers in front of customer as possible so they will make more money. I did everything asked of me and, if fact, received a refund. My only point was that they make it so difficult to exchange something as simple as a coffee maker. I just will not, in the future, purchase one of their warranty plans.
July 13, 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 her washer needing repair...
that is not in our system.
We have received Ms[redacted] complaint and apologize for the issues she is having with her washer. We looked in our system and were able to find Ms[redacted] washer and add it into our system. We also scheduled her for repair on July 19, 2016 from 8:00am-5:00pm. That being said, because we have addressed Ms[redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
August 29, 2017
Jose G[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]/ Jose G[redacted]
Via 1st Class US Postage
Via Email: [redacted] Via Email: Revdex.com Website
Dear Mr. G[redacted],
This letter provides you a response to your rebuttal letter. I apologized for any misunderstanding regarding the siding service. Our project coordinator, Nenita M[redacted] is attempting to schedule the service with you. Please contact us at your earliest convenience.
As I stated previously, I have confirmed with [redacted]Sears that your account has been adjusted to reflect the 24 month interest accrues, promo and the account is in good standing. Please contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenience. We will not address the [redacted] account concern again as it has been resolved.
If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com Website
July 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]3 - Chakita [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay she encountered in...
receiving benefits under her Kmart Smart Plan on her TV.
We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms. [redacted] would have been provided with when she bought the plan. There are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent back. In Ms. [redacted] case, the plan required a repair. However, once we replaced the pcb board it was determined to need a new LED panel. Since the cost of this exceeded the value of the item, it was then considered uneconomical to repair. It is our understanding that authorization was then given so that Ms. [redacted] could receive a gift card or a credit voucher to purchase a new TV. Since this should have resolved her issue, we have closed our file.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations when he recently attempted to cancel his order. We value [redacted] patronage and can understand how the series of events detailed in his
complaint has caused him to lose faith in Sears. We regret that this incident
occurred, and we can assure that his concerns have been forwarded to management
for review so that future problems of this nature can be averted. After
reviewing the notes in his order we found that a refund of $84.21 had been
processed on December 5, 2015. For [redacted] records the refund receipt
number is [redacted] Additionally, we hope that in the future [redacted]
will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, we
have noted [redacted] concerns and respectfully ask to have this matter
closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation