October 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent service call for her washer It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her washerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance After reviewing Ms [redacted] service orders, [redacted] with [redacted] agreed to issue the requested refund Accordingly, a refund request for $was submitted on October 26, 2016, so Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next five to seven days With that said, since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
While I appreciate Kmart reaching out to me, it seemed robotic I have already received the refund on my credit card I have yet to see the money order for $that I was told was being mailed out from the store on Friday the 12th of August While it's a nice gesture to reimburse me for both it seems they dropped the ball on the latter promise [redacted] I am rejecting this response because: Sincerely, Kevin ***
July 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrL [redacted] complaint regarding his chain saw It was our understanding that MrL [redacted] has received a new chain sawWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file Again, we apologize to MrL [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: 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, Roy L***
September 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] complaint regarding his complaint with the quality of his refrigerator and the service attempts on the ice maker Upon receipt of MrC [redacted] complaint we reviewed the service order notes related to his refrigeratorOn August 23, our technician confirmed that he checked the wiring harness and ordered a valve as instructed on the Service Bulletin issued by the manufacturer; the harness is not a fire hazardOur technician returned on September 1, and installed the valveThe technician completed the repair and closed the service orderRegrettably, MrC [redacted] called the next day to report that the ice maker is still not working and our technician returned on September 6, and found a leaking tubeThe leak was repaired and the service order was closedOn September 11, MsC [redacted] reported that the ice was clumping and our technician returned to assess the issueThe technician reported that the door would need to be replacedAt that time, we stopped the repair process and offered MrsC [redacted] a warranty exchange on her refrigeratorMrsC [redacted] has made a selection and the new refrigerator will be delivered on September 20, With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Barbara [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her refrigerator We arranged for a repair on October 14, When our technician arrived he found that the water filter had been broken when it was self-installedIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
November 11, 2015Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: #– Tina Marie ***Dear Ms [redacted] :We have completed the investigation of Mrs***’s complaint regarding her request for a refund for an installation kitKathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response:Upon receipt of Mrs***’s rebuttal I left a second voicemail message for Mrs [redacted] to explain that a check in the amount of $was processed and mailed to her at the address she provided for delivery Mrs [redacted] was advised that she should expect her check to arrive within approximatelybusiness days of my call If Mrs [redacted] still requires assistance, she is welcome to contact me directly at (407) 677- We ask to have this matter closed since the requested resolution has been provided.We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Nicki [redacted] Regulatory Complaint Specialist1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] A*** # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding Sears Home Services and repairs to his home air conditioning system After reviewing Mr [redacted] complaint regarding his HVAC system, Sears took the requested action and we have added a year to Mr [redacted] protection agreementThat said the agreement is now in force until June 20, Donlynn [redacted] is our contact at the service unit in Grand Rapids, her number is ***-***-***Since we have noted our action taken to resolve Mr [redacted] complaint, providing him with his requested one year extension to his protection agreement, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her tractor First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her tractor We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistanceTechnical Manager [redacted] spoke with Ms [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, On the day of service, the technician found that the belt on the tractor had come loose He replaced it and completed the repair Mr [redacted] followed up with Ms [redacted] after the repair and she expressed her satisfaction with the technician With that said, since we have repaired Ms [redacted] tractor and it is our understanding that Ms [redacted] is satisfied with the outcome, 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a refrigerator purchased from SearsAfter receiving and reviewing Mr [redacted] complaint, immediate action was taken and an even exchange was processedThat said, the new refrigerator has now been ordered and is scheduled to be delivered on August 3, I have asked Mr [redacted] to reach out to me in the future if I can be of any further assistanceSince we have noted our response to Mr [redacted] complaint, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#[redacted] Chicago, IL Re: #[redacted] Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent transaction According to our records, Mr [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, It seems there was some issue with that credit and a refund was issued on September 17, for $Since it appears that we have rectified Mr [redacted] account, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie [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] ***I am willing to go to the store and meet with the store manager this weekend to do the exchange of the shirtsI would like to leave this complaint open until the exchange of the shirts has taken placeThank you
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 meFlip flops were not suppose to be shipped (please see original complaint)I was suppose to complete pick up at Kmart referenced in the complaintI was told at Kmart that my order will be cancel per my request, however, I was still billedAt this time, refund has been issued by Kmart and I hope I will not be charged for this item again Sincerely, Bob [redacted]
July 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Diana [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ' complaint regarding her dissatisfaction with the multiple repair attempts on her tractor and her request for a replacement Upon receipt of Ms [redacted] ' complaint we reached out to Steve [redacted] Tech Manager for unit 8035, to assist with Ms [redacted] ' concernsAfter a quick review of the service history, Mr [redacted] stated that something continuously is clogging up the carburetor and fuel filterRoot cause for this to happen is mostly using old gas (or gas can) or running the mower with a bad air filter or no filter allowing debris to get into carburetorSince the fuel filter has been replaced three times already and the tank itself was completely cleaned out once by our tech, Mr [redacted] notified the technician to inspect the gas can that Ms [redacted] ' is using for the tractorOn June 30, our technician repaired the fuel system, but he also found a problem with the ignition systemThe technician repaired the ignition system, replaced the coil and tested the tractorThe technician inspected the gas can used and confirmed that the tractor was operational On July 1, we contacted Ms [redacted] to follon the service of the tractorShe stated that she has not had the opportunity to test the unit since it has been raining in her areaShe mentioned that due to the recent service history, she was still doubtful that the tractor would workTo provide her the additional assurance, we offered to extend the protection agreement on the tractor for an additional monthsShe accepted the offer and I also provided her my direct contact informationI requested that she contact me if she has any additional problems with the tractor within the next monthsIn the interim, since the tractor has been repaired and the extension on the protection agreement is a resolution that met with Ms [redacted] ' approval, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
March 30, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case: # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we do value Mrs [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedSHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerTo resolve this matter amicably for all parties involved SHIP will order and install new base and wall cabinets at no additional cost to Mrs [redacted] She understands that she will be responsible for new countertops and will reuse her existing hardware for doors and drawer pulls.We appreciate the opportunity to address Mrs [redacted] concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialistcc: [redacted] via First Class Mail
Revdex.com: After submitting my case # [redacted] I returned to the store where the purchase was made I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues He pointed out an installation issue that was causing the vibration in my washing machine once corrected the machine works without issueHe was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue I am still disappointed in sears central customer serviceThey kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing Please close case [redacted] Best, Paul G [redacted] Sincerely, [redacted] ***
January 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Elizabeth L*** Dear Ms [redacted] :We have completed the investigation of MsL [redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsL [redacted] case, our records show that she called customer service on November 7, to request a return on her purchased mattress set due to not meeting her comfort needsCustomer service advised her to call back on December 02, to have her request processedA standard restock and delivery fee would be charged for the returnWhile we understand that MsL [redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsL [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationAt this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do soWe ask that she contact her Case Manager Ema C [redacted] at [redacted] and we would gladly process her returnThis offer is valid until January 13, Any date after voids the offerSince we have provided a direct contact for MrL [redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered when he attempted to return a pair of pants after the 30-day return period had expired As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase Since [redacted] pants were purchased on December 31, and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of OperationsThe inconvenience was due to misinformation provided by the Sears associatesPlease take this situation as a training opportunity for the online organization The money for the layaway has been refundedI will not do business with Sears in the future
October 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent service call for her washer It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her washerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance After reviewing Ms [redacted] service orders, [redacted] with [redacted] agreed to issue the requested refund Accordingly, a refund request for $was submitted on October 26, 2016, so Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next five to seven days With that said, since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
While I appreciate Kmart reaching out to me, it seemed robotic I have already received the refund on my credit card I have yet to see the money order for $that I was told was being mailed out from the store on Friday the 12th of August While it's a nice gesture to reimburse me for both it seems they dropped the ball on the latter promise [redacted] I am rejecting this response because: Sincerely, Kevin ***
July 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrL [redacted] complaint regarding his chain saw It was our understanding that MrL [redacted] has received a new chain sawWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file Again, we apologize to MrL [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: 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, Roy L***
September 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] complaint regarding his complaint with the quality of his refrigerator and the service attempts on the ice maker Upon receipt of MrC [redacted] complaint we reviewed the service order notes related to his refrigeratorOn August 23, our technician confirmed that he checked the wiring harness and ordered a valve as instructed on the Service Bulletin issued by the manufacturer; the harness is not a fire hazardOur technician returned on September 1, and installed the valveThe technician completed the repair and closed the service orderRegrettably, MrC [redacted] called the next day to report that the ice maker is still not working and our technician returned on September 6, and found a leaking tubeThe leak was repaired and the service order was closedOn September 11, MsC [redacted] reported that the ice was clumping and our technician returned to assess the issueThe technician reported that the door would need to be replacedAt that time, we stopped the repair process and offered MrsC [redacted] a warranty exchange on her refrigeratorMrsC [redacted] has made a selection and the new refrigerator will be delivered on September 20, With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Barbara [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her refrigerator We arranged for a repair on October 14, When our technician arrived he found that the water filter had been broken when it was self-installedIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
November 11, 2015Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: #– Tina Marie ***Dear Ms [redacted] :We have completed the investigation of Mrs***’s complaint regarding her request for a refund for an installation kitKathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response:Upon receipt of Mrs***’s rebuttal I left a second voicemail message for Mrs [redacted] to explain that a check in the amount of $was processed and mailed to her at the address she provided for delivery Mrs [redacted] was advised that she should expect her check to arrive within approximatelybusiness days of my call If Mrs [redacted] still requires assistance, she is welcome to contact me directly at (407) 677- We ask to have this matter closed since the requested resolution has been provided.We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Nicki [redacted] Regulatory Complaint Specialist1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] A*** # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding Sears Home Services and repairs to his home air conditioning system After reviewing Mr [redacted] complaint regarding his HVAC system, Sears took the requested action and we have added a year to Mr [redacted] protection agreementThat said the agreement is now in force until June 20, Donlynn [redacted] is our contact at the service unit in Grand Rapids, her number is ***-***-***Since we have noted our action taken to resolve Mr [redacted] complaint, providing him with his requested one year extension to his protection agreement, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her tractor First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her tractor We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistanceTechnical Manager [redacted] spoke with Ms [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, On the day of service, the technician found that the belt on the tractor had come loose He replaced it and completed the repair Mr [redacted] followed up with Ms [redacted] after the repair and she expressed her satisfaction with the technician With that said, since we have repaired Ms [redacted] tractor and it is our understanding that Ms [redacted] is satisfied with the outcome, 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a refrigerator purchased from SearsAfter receiving and reviewing Mr [redacted] complaint, immediate action was taken and an even exchange was processedThat said, the new refrigerator has now been ordered and is scheduled to be delivered on August 3, I have asked Mr [redacted] to reach out to me in the future if I can be of any further assistanceSince we have noted our response to Mr [redacted] complaint, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#[redacted] Chicago, IL Re: #[redacted] Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent transaction According to our records, Mr [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, It seems there was some issue with that credit and a refund was issued on September 17, for $Since it appears that we have rectified Mr [redacted] account, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie [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] ***I am willing to go to the store and meet with the store manager this weekend to do the exchange of the shirtsI would like to leave this complaint open until the exchange of the shirts has taken placeThank you
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 meFlip flops were not suppose to be shipped (please see original complaint)I was suppose to complete pick up at Kmart referenced in the complaintI was told at Kmart that my order will be cancel per my request, however, I was still billedAt this time, refund has been issued by Kmart and I hope I will not be charged for this item again Sincerely, Bob [redacted]
July 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Diana [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ' complaint regarding her dissatisfaction with the multiple repair attempts on her tractor and her request for a replacement Upon receipt of Ms [redacted] ' complaint we reached out to Steve [redacted] Tech Manager for unit 8035, to assist with Ms [redacted] ' concernsAfter a quick review of the service history, Mr [redacted] stated that something continuously is clogging up the carburetor and fuel filterRoot cause for this to happen is mostly using old gas (or gas can) or running the mower with a bad air filter or no filter allowing debris to get into carburetorSince the fuel filter has been replaced three times already and the tank itself was completely cleaned out once by our tech, Mr [redacted] notified the technician to inspect the gas can that Ms [redacted] ' is using for the tractorOn June 30, our technician repaired the fuel system, but he also found a problem with the ignition systemThe technician repaired the ignition system, replaced the coil and tested the tractorThe technician inspected the gas can used and confirmed that the tractor was operational On July 1, we contacted Ms [redacted] to follon the service of the tractorShe stated that she has not had the opportunity to test the unit since it has been raining in her areaShe mentioned that due to the recent service history, she was still doubtful that the tractor would workTo provide her the additional assurance, we offered to extend the protection agreement on the tractor for an additional monthsShe accepted the offer and I also provided her my direct contact informationI requested that she contact me if she has any additional problems with the tractor within the next monthsIn the interim, since the tractor has been repaired and the extension on the protection agreement is a resolution that met with Ms [redacted] ' approval, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
March 30, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case: # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we do value Mrs [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedSHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerTo resolve this matter amicably for all parties involved SHIP will order and install new base and wall cabinets at no additional cost to Mrs [redacted] She understands that she will be responsible for new countertops and will reuse her existing hardware for doors and drawer pulls.We appreciate the opportunity to address Mrs [redacted] concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialistcc: [redacted] via First Class Mail
Revdex.com: After submitting my case # [redacted] I returned to the store where the purchase was made I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues He pointed out an installation issue that was causing the vibration in my washing machine once corrected the machine works without issueHe was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue I am still disappointed in sears central customer serviceThey kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing Please close case [redacted] Best, Paul G [redacted] Sincerely, [redacted] ***
January 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Elizabeth L*** Dear Ms [redacted] :We have completed the investigation of MsL [redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsL [redacted] case, our records show that she called customer service on November 7, to request a return on her purchased mattress set due to not meeting her comfort needsCustomer service advised her to call back on December 02, to have her request processedA standard restock and delivery fee would be charged for the returnWhile we understand that MsL [redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsL [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationAt this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do soWe ask that she contact her Case Manager Ema C [redacted] at [redacted] and we would gladly process her returnThis offer is valid until January 13, Any date after voids the offerSince we have provided a direct contact for MrL [redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered when he attempted to return a pair of pants after the 30-day return period had expired As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase Since [redacted] pants were purchased on December 31, and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease 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: Sincerely, [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of OperationsThe inconvenience was due to misinformation provided by the Sears associatesPlease take this situation as a training opportunity for the online organization The money for the layaway has been refundedI will not do business with Sears in the future