March 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return her purchase 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, 2017 and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warranty. We contacted Ms. [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warranty. She stated that she did not have the information with her but agreed to send the information. She also confirmed that she had the manual and all items with the shaver. As of today, Ms. [redacted] has not provided the requested information. However, she should be able to find the manufacturer’s warranty and contact information in the manual. Ms. [redacted] will need to contact the manufacturer regarding the defective shaver.
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 Ms. [redacted] when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]
Revdex.com:The mower was picked up Friday.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
There was no resolution. Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand. It is obvious to me that Sears does not care about its customers. If they did there would not be as many online complaints about them as there are.
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.
Sincerely,
Jessica [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. Sears was contacted for service on June 30, 2016 at 8:56 am EST and a service order was opened with technician scheduled for July 8, 2016 on arrival the service technician found a part needed to be ordered and this was done on July 8, 2016 at approximately 4:35 EST. Per [redacted] tracking the part arrived on Wednesday July 13 at approximately 12:41 CST and left on the porch. Our service technician arrived the same day, July 13, 2016 at 3:16 pm EST and left after installing the part at 3:31 pm EST. We understand that Mr[redacted] is unhappy with the time to complete this service but this is well within our service guarantee. That being said if Mr[redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assist. It is important to note that Mr[redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $60 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. With that being said this case remains 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 [redacted]
Complaint: [redacted]
I am rejecting this response because:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this time. I received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher. This email was recieved at the time a serviceman was at my home. That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another 3 weeks...and then time for repair. Below is my last response that Sears has failed to address or respond to.I called for service on 11/4 when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service. At the time that the service member was in my home, I received the email below from Sears Customer service. It led me to think that they would be helping with a replacement. Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/5 and he could try to call around to find one sooner, but could not gaurauntee anything. He said that if I were pursuing a replacement machine that he would not try to find the part. I called customer service, but was on hold until after he left. I spent a long time on the phone with them and was notified that they had no record of the email below either. The only way they could get it was for me to fax it to them. I do not have easy access to a fax machine. When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted], although not fruitful, were professional and courteous. Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears. I understand that you are informing us that the service for the dishwasher is completed more than 3 times and looking for a replacement. Please do contact our Customer solutions team at 800-479-6351 and they will be able to assist you regarding the replacement of the dishwasher. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information. Our dishwasher has been repaired on the following dates: 5/29/12 6/11/12 12/5/12 10/8/14 1/20/15 8/19/15 today That is more than 3 and I have Sears receipts to verify this information. To this point - there have been $1265.88 in repairs of the dishwasher and that is prior to the repairs today, 2 weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home. In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumers. Revdex.com will receive the same information. Sincerely, Kate [redacted] On Tue, Nov 15, 2016 at 9:36 AM, Sears Home Services - Customer Support 2 <[email protected]> wrote: Dear Kate, Thank you for contacting Sears. I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refund. I owe you an apology for the trouble caused. As per the case details, I see that the service for the dishwasher is scheduled on 11/16/2016 and he dishwasher has completed only 3 service from 2014. I request you to continue with the service so that our technician will check what best can be done. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted]. There is currently an open ticket and a service appointment for Wednesday 11/16. We do not want service on this faulty Kenmore dishwasher. It has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher. We have put our trust in the Kenmore product and then the kenmore service one too many times. As you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time. We will be contacting the Revdex.com regarding the poor product and most recently poor service. Please verify receipt of the message and your course of action. We can be contacted with any questions at this email or [redacted]
Sincerely,
Katherine [redacted]
March 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date. They acknowledged that the appointment was firm and our records show that the repair to Mr. [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly. Additionally, we show that our escalated customer service group, Customer Solutions, processed a $50.00 check as compensation for the rescheduling of his repair. Furthermore, my office submitted a check request for another $50.00 to assist Mr. [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair. The request was submitted on March 9, 2017, so Mr. [redacted] should receive the check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Tim O[redacted]
Dear [redacted]
We have completed the investigation of Mr. O[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and his request for a refund.
It is unfortunate that we failed Mr. O[redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. O[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. O[redacted] may have experienced. We want to assure Mr. O[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due to the multiple repair attempts, on September 20, 2017 Mr. O[redacted] was authorized for a warranty exchange and new refrigerator was ordered. Since the repair was not completed in a timely manner, Mr. O[redacted] stated that had already purchased a new refrigerator. For customer satisfaction, the order for the refrigerator exchange was cancelled. On October 5, 2017 the refrigerator was returned and we issued Mr. O[redacted] a full refund via a bank check. With that being said, since we have addressed the issue brought forth in Mr. O[redacted] complaint, we have closed our file.
We apologize to Mr. O[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]
Complaint: [redacted]
I am rejecting this response because:At this time I am rejecting the response until the matter is resolved. Although it was past the 30 day time frame for returns the manufacturer agreed the item was defective but yet Sears would not help their customer (me) in this...
matter when the manufacturer refused to do so. The response from Sears is nothing less than I received every time I called Sears, "its not our problem its the manufactures" but I AM the customer of Sears and only purchased from them because I trusted Sears to take care of their customer. I have indeed been contacted from the manufacturer this week and when they have resolved the matter I will close the case. Sears is still liable in selling me a defective product and at a bare minimum should have made sure that I was taken care of after they sold me a defective product.
[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,
Glenn [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]
Initial Business Response /* (1000, 12, 2015/10/20) */
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Ms. [redacted] complaint...
regarding her dissatisfaction with Sears Carpet Cleaning.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently contracted with Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we forwarded the matter to Customer Service Manager[redacted] for assistance. Ms.[redacted] subsequently contacted Ms.[redacted] for a copy of the sales receipt to verify the purchase price. Unfortunately, Ms.[redacted] has been unable to provide a copy, so Ms.[redacted] is attempting to research the value of the rug using the manufacturer's information. Once Ms.[redacted] is able to verify the value of the rug, Ms.[redacted] will be provided with a fair offer of compensation. In the interim, since Ms.[redacted] is in active communication with Ms.[redacted] and a resolution is pending, 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
Initial Consumer Rebuttal /* (2000, 14, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that Sears representative, Ms.[redacted], is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint Rug. I have given Ms.[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr.[redacted] owner of the antique mall contact information. Thank you kindly for your willingness to assist in this matter.
V/r,
[redacted]
[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 Sears Home Services and repairs to his freezer. Mr. [redacted] was...
contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refund. Mr. [redacted] returned the freezer to the store and received a full refund. We apologize to Mr. [redacted] for the inconvenience he encountered during the repair process. Since Mr. [redacted] has returned the freezer and has received a refund, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience. It is...
unfortunate that we failed [redacted] expectations when she initially placed her online order. We value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online orders, we found that an adjustment of $119.98 had been processed on March 17, 2016. Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, 2016. However, the order has not been returned as of yet. We have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations database. We hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, 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 Specialist Sears Holdings Corporation
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dryer repair. First,...
we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Due to the issues in obtaining a replacement part, the service unit decided to replace Mr. [redacted] dryer. Accordingly, an authorization for replacement was processed. The authorization is under [redacted] since the dryer and the repair are listed under her customer information. Ms. [redacted] and Mr. [redacted] are welcome to go to their local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist them. Ms. [redacted] and/or Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed. The new dryer will carry a one-year manufacturer’s warranty, effective from the date of delivery. With that said, since we are providing Mr. [redacted] and Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 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 her request for a refund. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint 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 show that Sears Online confirmed Ms. [redacted] was never charged for the canceled items. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may call Shop Your Way Rewards directly at ([redacted] 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: Shari Elana [redacted] #11840771 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Elvis [redacted], Assistant Manager of the...
North Cicero Sears Auto Center provided the following response: We are unable to assist Ms. [redacted] without the opportunity to speak with her. That said I ask that Ms. [redacted] contact me at the Auto Center at 773-202-2400. Once I have been given the opportunity to speak with Ms. [redacted], we will provide a detailed response. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted]7 – Robert [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience...
and his request for a refund of the cancelled order. We would first like to apologize for any inconvenience Mr. [redacted] experienced with this matter. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further, we found that while the refund was processed the points had not bridged over to the account. We contacted the Shop Your Way Rewards team and they were able to return the points of 11,190 back to Mr. [redacted]’s account on September 19, 2016. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return her purchase 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, 2017 and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warranty. We contacted Ms. [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warranty. She stated that she did not have the information with her but agreed to send the information. She also confirmed that she had the manual and all items with the shaver. As of today, Ms. [redacted] has not provided the requested information. However, she should be able to find the manufacturer’s warranty and contact information in the manual. Ms. [redacted] will need to contact the manufacturer regarding the defective shaver.
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 Ms. [redacted] when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]
I said I was not happy because as of yet, 2 months later we are still waiting on the door
Revdex.com:The mower was picked up Friday.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
There was no resolution. Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand. It is obvious to me that Sears does not care about its customers. If they did there would not be as many online complaints about them as there are.
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.
Sincerely,
Jessica [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. Sears was contacted for service on June 30, 2016 at 8:56 am EST and a service order was opened with technician scheduled for July 8, 2016 on arrival the service technician found a part needed to be ordered and this was done on July 8, 2016 at approximately 4:35 EST. Per [redacted] tracking the part arrived on Wednesday July 13 at approximately 12:41 CST and left on the porch. Our service technician arrived the same day, July 13, 2016 at 3:16 pm EST and left after installing the part at 3:31 pm EST. We understand that Mr[redacted] is unhappy with the time to complete this service but this is well within our service guarantee. That being said if Mr[redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assist. It is important to note that Mr[redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $60 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. With that being said this case remains 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 [redacted]
Complaint: [redacted]
I am rejecting this response because:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this time. I received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher. This email was recieved at the time a serviceman was at my home. That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another 3 weeks...and then time for repair. Below is my last response that Sears has failed to address or respond to.I called for service on 11/4 when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service. At the time that the service member was in my home, I received the email below from Sears Customer service. It led me to think that they would be helping with a replacement. Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/5 and he could try to call around to find one sooner, but could not gaurauntee anything. He said that if I were pursuing a replacement machine that he would not try to find the part. I called customer service, but was on hold until after he left. I spent a long time on the phone with them and was notified that they had no record of the email below either. The only way they could get it was for me to fax it to them. I do not have easy access to a fax machine. When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted], although not fruitful, were professional and courteous. Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears. I understand that you are informing us that the service for the dishwasher is completed more than 3 times and looking for a replacement. Please do contact our Customer solutions team at 800-479-6351 and they will be able to assist you regarding the replacement of the dishwasher. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information. Our dishwasher has been repaired on the following dates: 5/29/12 6/11/12 12/5/12 10/8/14 1/20/15 8/19/15 today That is more than 3 and I have Sears receipts to verify this information. To this point - there have been $1265.88 in repairs of the dishwasher and that is prior to the repairs today, 2 weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home. In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumers. Revdex.com will receive the same information. Sincerely, Kate [redacted] On Tue, Nov 15, 2016 at 9:36 AM, Sears Home Services - Customer Support 2 <[email protected]> wrote: Dear Kate, Thank you for contacting Sears. I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refund. I owe you an apology for the trouble caused. As per the case details, I see that the service for the dishwasher is scheduled on 11/16/2016 and he dishwasher has completed only 3 service from 2014. I request you to continue with the service so that our technician will check what best can be done. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted]. There is currently an open ticket and a service appointment for Wednesday 11/16. We do not want service on this faulty Kenmore dishwasher. It has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher. We have put our trust in the Kenmore product and then the kenmore service one too many times. As you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time. We will be contacting the Revdex.com regarding the poor product and most recently poor service. Please verify receipt of the message and your course of action. We can be contacted with any questions at this email or [redacted]
Sincerely,
Katherine [redacted]
March 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date. They acknowledged that the appointment was firm and our records show that the repair to Mr. [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly. Additionally, we show that our escalated customer service group, Customer Solutions, processed a $50.00 check as compensation for the rescheduling of his repair. Furthermore, my office submitted a check request for another $50.00 to assist Mr. [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair. The request was submitted on March 9, 2017, so Mr. [redacted] should receive the check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Tim O[redacted]
Dear [redacted]
We have completed the investigation of Mr. O[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and his request for a refund.
It is unfortunate that we failed Mr. O[redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. O[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. O[redacted] may have experienced. We want to assure Mr. O[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due to the multiple repair attempts, on September 20, 2017 Mr. O[redacted] was authorized for a warranty exchange and new refrigerator was ordered. Since the repair was not completed in a timely manner, Mr. O[redacted] stated that had already purchased a new refrigerator. For customer satisfaction, the order for the refrigerator exchange was cancelled. On October 5, 2017 the refrigerator was returned and we issued Mr. O[redacted] a full refund via a bank check. With that being said, since we have addressed the issue brought forth in Mr. O[redacted] complaint, we have closed our file.
We apologize to Mr. O[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]
Complaint: 12078519
I am rejecting this response because:
Sincerely,
Tamyra [redacted]
Complaint: [redacted]
I am rejecting this response because:At this time I am rejecting the response until the matter is resolved. Although it was past the 30 day time frame for returns the manufacturer agreed the item was defective but yet Sears would not help their customer (me) in this...
matter when the manufacturer refused to do so. The response from Sears is nothing less than I received every time I called Sears, "its not our problem its the manufactures" but I AM the customer of Sears and only purchased from them because I trusted Sears to take care of their customer. I have indeed been contacted from the manufacturer this week and when they have resolved the matter I will close the case. Sears is still liable in selling me a defective product and at a bare minimum should have made sure that I was taken care of after they sold me a defective product.
[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,
Glenn [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]
Initial Business Response /* (1000, 12, 2015/10/20) */
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Ms. [redacted] complaint...
regarding her dissatisfaction with Sears Carpet Cleaning.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently contracted with Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we forwarded the matter to Customer Service Manager[redacted] for assistance. Ms.[redacted] subsequently contacted Ms.[redacted] for a copy of the sales receipt to verify the purchase price. Unfortunately, Ms.[redacted] has been unable to provide a copy, so Ms.[redacted] is attempting to research the value of the rug using the manufacturer's information. Once Ms.[redacted] is able to verify the value of the rug, Ms.[redacted] will be provided with a fair offer of compensation. In the interim, since Ms.[redacted] is in active communication with Ms.[redacted] and a resolution is pending, 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
Initial Consumer Rebuttal /* (2000, 14, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that Sears representative, Ms.[redacted], is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint Rug. I have given Ms.[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr.[redacted] owner of the antique mall contact information. Thank you kindly for your willingness to assist in this matter.
V/r,
[redacted]
[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 Sears Home Services and repairs to his freezer. Mr. [redacted] was...
contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refund. Mr. [redacted] returned the freezer to the store and received a full refund. We apologize to Mr. [redacted] for the inconvenience he encountered during the repair process. Since Mr. [redacted] has returned the freezer and has received a refund, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience. It is...
unfortunate that we failed [redacted] expectations when she initially placed her online order. We value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online orders, we found that an adjustment of $119.98 had been processed on March 17, 2016. Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, 2016. However, the order has not been returned as of yet. We have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations database. We hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, 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 Specialist Sears Holdings Corporation
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dryer repair. First,...
we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Due to the issues in obtaining a replacement part, the service unit decided to replace Mr. [redacted] dryer. Accordingly, an authorization for replacement was processed. The authorization is under [redacted] since the dryer and the repair are listed under her customer information. Ms. [redacted] and Mr. [redacted] are welcome to go to their local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist them. Ms. [redacted] and/or Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed. The new dryer will carry a one-year manufacturer’s warranty, effective from the date of delivery. With that said, since we are providing Mr. [redacted] and Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 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 her request for a refund. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint 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 show that Sears Online confirmed Ms. [redacted] was never charged for the canceled items. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may call Shop Your Way Rewards directly at ([redacted] 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: Shari Elana [redacted] #11840771 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Elvis [redacted], Assistant Manager of the...
North Cicero Sears Auto Center provided the following response: We are unable to assist Ms. [redacted] without the opportunity to speak with her. That said I ask that Ms. [redacted] contact me at the Auto Center at 773-202-2400. Once I have been given the opportunity to speak with Ms. [redacted], we will provide a detailed response. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted]7 – Robert [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience...
and his request for a refund of the cancelled order. We would first like to apologize for any inconvenience Mr. [redacted] experienced with this matter. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further, we found that while the refund was processed the points had not bridged over to the account. We contacted the Shop Your Way Rewards team and they were able to return the points of 11,190 back to Mr. [redacted]’s account on September 19, 2016. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation