Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Anne B [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a restocking fee that was withheld from a refund for a returned laundry centerJohn Osadciw, General Manager of the Sears in North Olmsted provided the following response: On Friday, February 10, 2017, Ms [redacted] came into the store and was provided with a refund of the restocking fee noted in her complaintThe refund in the amount of $was provided as a cash refundSince Ms [redacted] has received her desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me Sincerely, Erica [redacted]
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]
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and non-receipt of a refund for a tool that was never received It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $in the form of a mail bank check on May 9, The check normally takes to business days to receive in the mailAdditionally, 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 uponIn the interim, since a refund has been provided we have noted Mr [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
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] ***
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
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
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]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Recliner purchase from January and her warranty claim It is unfortunate that we failed Ms [redacted] expectations when she recently attempted to have this matter resolved through her local storeWe value Ms [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAdditionally, 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 uponIn 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
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
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
[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 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]
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
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 MrMurphy placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 policiesIf 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 a full refund of $was issued on September 9, 2016, and $was credited on September 12, In closure, since we have confirmed that 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(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
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]
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
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: Anne B [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a restocking fee that was withheld from a refund for a returned laundry centerJohn Osadciw, General Manager of the Sears in North Olmsted provided the following response: On Friday, February 10, 2017, Ms [redacted] came into the store and was provided with a refund of the restocking fee noted in her complaintThe refund in the amount of $was provided as a cash refundSince Ms [redacted] has received her desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me Sincerely, Erica [redacted]
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]
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and non-receipt of a refund for a tool that was never received It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $in the form of a mail bank check on May 9, The check normally takes to business days to receive in the mailAdditionally, 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 uponIn the interim, since a refund has been provided we have noted Mr [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
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] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
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
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
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]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Recliner purchase from January and her warranty claim It is unfortunate that we failed Ms [redacted] expectations when she recently attempted to have this matter resolved through her local storeWe value Ms [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAdditionally, 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 uponIn 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
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
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
[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 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]
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
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 MrMurphy placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 policiesIf 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 a full refund of $was issued on September 9, 2016, and $was credited on September 12, In closure, since we have confirmed that 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(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
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]
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
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