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,
Joana S[redacted]
April 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to return her luggage after the 30 day return period.
We apologize for the delay in responding to this complaint. We are committed to providing a fair and equitable resolution. We reached out to Ms. [redacted] and requested additional information and are currently awaiting her response. We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. However, since Ms. [redacted] mentioned in her complaint that the luggage was defective, we have requested proof of purchase, and the luggage brand and model. She also mentioned that the luggage broke during her trip and that there was not a Kmart in the area and she did not return from her trip until after our 30 day return period; therefore, we have also requested a copy of her flight itinerary. Ms. [redacted] agreed to scan and email the requested information, but we have not received it. Once we receive the requested information, we will continue with our investigation. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] or at [redacted].
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]
August 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his trimmer. First, we would...
like to apologize to [redacted] for failing his expectations in regard to the trimmer he purchased in May of 2015. Upon receiving [redacted] complaint, we contacted Carry-in Team Supervisor [redacted] for assistance. After discussing the matter with [redacted], Mr. [redacted] authorized an-warranty exchange. Mr. [redacted] advised [redacted] to take his receipt to his local Sears for the exchange. [redacted] indicated that he plans to go to the store when he returns from out-of-town; sometimes next week. He has [redacted]’s contact information in case he has any further questions or concerns. In the interim, since an equitable resolution is being provided for [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] MN [redacted] Email: c[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online contacted the Third Party Marketplace seller, [redacted] on his behalf. [redacted] advised that Mr. [redacted] will need to ship the item back to [redacted] S. [redacted] in order to receive a refund. Additionally, Sears has committed to issuing full reimbursement of the return shipping fee. Sears left a message and sent an email correspondence to Mr. [redacted] with this information. In closure, since the seller [redacted] and Sears have offered to refund Mr. [redacted] in full, we have closed our file in the interim. 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint on her 2007 gas [redacted] dryer. Upon receipt of [redacted] complaint...
we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leaking. When our service unit was able to make contact with [redacted] she stated that she no longer had the Dryer. Since [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer. As for [redacted] complaint regarding charges for the service. Our records show that when [redacted] called for service on June 15, 2016 she purchased a Service Smart Agreement for $209.99. This is a service agreement that is available to our out of warranty customers. Service was completed on June 21, 2016. [redacted] then called on June 24, 2016 and cancelled the Service Smart Agreement and received a refund of $120.99 which is the amount left over after the trip fee of $89.00. Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is provided. Since [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 20, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #[redacted]Chicago, IL 60611 Re: #1[redacted]25–Lachelle [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her screwdriver set....
We were not able to find a record of Ms. [redacted] screwdriver set purchase and it was not linked to her Shop Your Way Rewards account. However, we have added $20.00 worth of points to her Shop Your Way Rewards points. Since we have granted Ms. [redacted] request, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted]Tammie.[redacted]@searshc.com e...
November 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. As we stated in our previous response, Mr. [redacted] will not be receiving an increase to his authorized amount. The $1,900.00 he is being provided with will allow him to select a comparable replacement from Sears. Furthermore, as we previously explained, the MPA give us sole discretion as to what is comparable and what dollar amount will be provided. We will not waiver on the authorization amount. We have reviewed the features of his refrigerator and the model we suggested and they are comparable. Again, we would like to remind Mr. [redacted] that he only has 90 days to use his authorization. Since we have reiterated our position on this matter, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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,
Melanie K[redacted]
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted]4 - Brijen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding the installation of his purchased garbage disposal.
It...
is unfortunate that we failed Mr. [redacted]'s expectations when did not meet the installation date that was provided at the time of purchase. We value Mr. [redacted]'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Mr. [redacted]'s complaint, we contacted our installation department and were informed that due a systems error, the installation was not able to be completed until 18 June 2015 and we apologize for the system glitch. As far as the request for compensation, we are not able to honor Mr. [redacted]'s request, Sears does not compensate for lost time. Since the installation of Mr. [redacted]'s garbage disposal has been completed, we have closed our files.
We and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted]
i[redacted]@searshc.com
May 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the bedroom set ordered from a...
Third Party Marketplace Seller. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] City of Industry CA 91789, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Mr. [redacted] order, we found that he had previously been in contact with Sears Online and the Third Party Marketplace Vendor, [redacted] Mr. [redacted] noted that he received an email from the merchant stating that a refund would be issued within 3 to 5 business days. In the interim, since the seller is working with Mr. [redacted] directly, we have closed our file regarding this matter. 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.)
This is what I wanted and this is much apprecieted. We will still keep shopping there as my father has shopped there since 1967. Thank 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 me. Thank you that makes me very happy, what is the next step in getting a replacement?
Sincerely,
[redacted]
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - June [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt...
of a refund for a dishwasher she returned to Sears.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently purchased a dishwasher from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that Ms. [redacted]'s local Sears store may not have been notified of her return. Regardless, we have confirmed that their refund was issued to her account on June 23, 2015. Ms. [redacted] is welcome to contact Store Manager Candi [redacted] at (760) [redacted] if she has any further questions about her refund or this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[redacted]
January 30, 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 dissatisfaction with our...
customer service and non-receipt of a refund for the gas range connector she purchased with a range from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted] Manager for Sears Store [redacted] contacted Ms. [redacted] in reference to her concerns and issued a credit for the connector on January 23, 2017. Ms. [redacted] indicated that she was satisfied with this resolution. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. 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 [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
They aren't truthful - but I did finally get my money back - They don't place your order but they lock the money off your card. Funny how that works. Your card is invalid to place an order but not invalid to debit your account ....odd ? But I got my money back and have learned a lesson - Sears is incompetent and shady
March 13, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction.
Pursuant to Mrs. [redacted] complaint, we have agreed to reimburse all monies paid for the kitchen project. As a courtesy for the inconvenience, we also waived the 30% restocking fees. The check was mailed on March 6th, 2017 via [redacted] Signature Required. On behalf of SHIP please know that we apologize to Mr. and Mrs. [redacted] for any frustrations or inconveniences they may have experienced.
At this time, we have completed our investigation and request that you close your file. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Jacqueline [redacted] via 1st Class US Postage
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091103, and find that this resolution is satisfactory to me.
Sincerely,
Quin [redacted]
Complaint: [redacted]
I am rejecting this response because:I have not received a tracking number or the last broken item. Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today. Do you know how many times I have heard this line? Countless. Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment. Again, this is how they operate and they are never held accountable. They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happen.If I had money, I would take them to small claims court but I'd have to fly to California to do it, which is the only reason I have not done this before. I have considered this option with Sears too, since their name is on our account as a payee. Ultimately, Sears is responsible. To say that I am unsatisfied is an understatement. Neither company is being held liable for this problem and I'm out several thousands of dollars. I guess that's not a big deal for some people but it is for us. I would implore the Revdex.com to keep this open until the matter is complete. Otherwise, it's just another lie from the company.
Sincerely,
Rebecca [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Lula J[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,
Joana S[redacted]
April 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to return her luggage after the 30 day return period.
We apologize for the delay in responding to this complaint. We are committed to providing a fair and equitable resolution. We reached out to Ms. [redacted] and requested additional information and are currently awaiting her response. We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. However, since Ms. [redacted] mentioned in her complaint that the luggage was defective, we have requested proof of purchase, and the luggage brand and model. She also mentioned that the luggage broke during her trip and that there was not a Kmart in the area and she did not return from her trip until after our 30 day return period; therefore, we have also requested a copy of her flight itinerary. Ms. [redacted] agreed to scan and email the requested information, but we have not received it. Once we receive the requested information, we will continue with our investigation. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] or at [redacted].
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]
August 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his trimmer. First, we would...
like to apologize to [redacted] for failing his expectations in regard to the trimmer he purchased in May of 2015. Upon receiving [redacted] complaint, we contacted Carry-in Team Supervisor [redacted] for assistance. After discussing the matter with [redacted], Mr. [redacted] authorized an-warranty exchange. Mr. [redacted] advised [redacted] to take his receipt to his local Sears for the exchange. [redacted] indicated that he plans to go to the store when he returns from out-of-town; sometimes next week. He has [redacted]’s contact information in case he has any further questions or concerns. In the interim, since an equitable resolution is being provided for [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] MN [redacted] Email: c[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online contacted the Third Party Marketplace seller, [redacted] on his behalf. [redacted] advised that Mr. [redacted] will need to ship the item back to [redacted] S. [redacted] in order to receive a refund. Additionally, Sears has committed to issuing full reimbursement of the return shipping fee. Sears left a message and sent an email correspondence to Mr. [redacted] with this information. In closure, since the seller [redacted] and Sears have offered to refund Mr. [redacted] in full, we have closed our file in the interim. 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint on her 2007 gas [redacted] dryer. Upon receipt of [redacted] complaint...
we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leaking. When our service unit was able to make contact with [redacted] she stated that she no longer had the Dryer. Since [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer. As for [redacted] complaint regarding charges for the service. Our records show that when [redacted] called for service on June 15, 2016 she purchased a Service Smart Agreement for $209.99. This is a service agreement that is available to our out of warranty customers. Service was completed on June 21, 2016. [redacted] then called on June 24, 2016 and cancelled the Service Smart Agreement and received a refund of $120.99 which is the amount left over after the trip fee of $89.00. Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is provided. Since [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Received verbal from Mr. [redacted] his case has been resolved.
October 20, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #[redacted]Chicago, IL 60611 Re: #1[redacted]25–Lachelle [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her screwdriver set....
We were not able to find a record of Ms. [redacted] screwdriver set purchase and it was not linked to her Shop Your Way Rewards account. However, we have added $20.00 worth of points to her Shop Your Way Rewards points. Since we have granted Ms. [redacted] request, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted]Tammie.[redacted]@searshc.com e...
November 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. As we stated in our previous response, Mr. [redacted] will not be receiving an increase to his authorized amount. The $1,900.00 he is being provided with will allow him to select a comparable replacement from Sears. Furthermore, as we previously explained, the MPA give us sole discretion as to what is comparable and what dollar amount will be provided. We will not waiver on the authorization amount. We have reviewed the features of his refrigerator and the model we suggested and they are comparable. Again, we would like to remind Mr. [redacted] that he only has 90 days to use his authorization. Since we have reiterated our position on this matter, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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,
Melanie K[redacted]
July 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted]4 - Brijen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding the installation of his purchased garbage disposal.
It...
is unfortunate that we failed Mr. [redacted]'s expectations when did not meet the installation date that was provided at the time of purchase. We value Mr. [redacted]'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Mr. [redacted]'s complaint, we contacted our installation department and were informed that due a systems error, the installation was not able to be completed until 18 June 2015 and we apologize for the system glitch. As far as the request for compensation, we are not able to honor Mr. [redacted]'s request, Sears does not compensate for lost time. Since the installation of Mr. [redacted]'s garbage disposal has been completed, we have closed our files.
We and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted]
i[redacted]@searshc.com
May 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the bedroom set ordered from a...
Third Party Marketplace Seller. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] City of Industry CA 91789, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Mr. [redacted] order, we found that he had previously been in contact with Sears Online and the Third Party Marketplace Vendor, [redacted] Mr. [redacted] noted that he received an email from the merchant stating that a refund would be issued within 3 to 5 business days. In the interim, since the seller is working with Mr. [redacted] directly, we have closed our file regarding this matter. 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.)
This is what I wanted and this is much apprecieted. We will still keep shopping there as my father has shopped there since 1967. Thank 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 me. Thank you that makes me very happy, what is the next step in getting a replacement?
Sincerely,
[redacted]
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - June [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt...
of a refund for a dishwasher she returned to Sears.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently purchased a dishwasher from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that Ms. [redacted]'s local Sears store may not have been notified of her return. Regardless, we have confirmed that their refund was issued to her account on June 23, 2015. Ms. [redacted] is welcome to contact Store Manager Candi [redacted] at (760) [redacted] if she has any further questions about her refund or this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[redacted]
January 30, 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 dissatisfaction with our...
customer service and non-receipt of a refund for the gas range connector she purchased with a range from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted] Manager for Sears Store [redacted] contacted Ms. [redacted] in reference to her concerns and issued a credit for the connector on January 23, 2017. Ms. [redacted] indicated that she was satisfied with this resolution. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. 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 [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
They aren't truthful - but I did finally get my money back - They don't place your order but they lock the money off your card. Funny how that works. Your card is invalid to place an order but not invalid to debit your account ....odd ? But I got my money back and have learned a lesson - Sears is incompetent and shady
March 13, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction.
Pursuant to Mrs. [redacted] complaint, we have agreed to reimburse all monies paid for the kitchen project. As a courtesy for the inconvenience, we also waived the 30% restocking fees. The check was mailed on March 6th, 2017 via [redacted] Signature Required. On behalf of SHIP please know that we apologize to Mr. and Mrs. [redacted] for any frustrations or inconveniences they may have experienced.
At this time, we have completed our investigation and request that you close your file. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Jacqueline [redacted] via 1st Class US Postage
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091103, and find that this resolution is satisfactory to me.
Sincerely,
Quin [redacted]
Complaint: [redacted]
I am rejecting this response because:I have not received a tracking number or the last broken item. Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today. Do you know how many times I have heard this line? Countless. Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment. Again, this is how they operate and they are never held accountable. They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happen.If I had money, I would take them to small claims court but I'd have to fly to California to do it, which is the only reason I have not done this before. I have considered this option with Sears too, since their name is on our account as a payee. Ultimately, Sears is responsible. To say that I am unsatisfied is an understatement. Neither company is being held liable for this problem and I'm out several thousands of dollars. I guess that's not a big deal for some people but it is for us. I would implore the Revdex.com to keep this open until the matter is complete. Otherwise, it's just another lie from the company.
Sincerely,
Rebecca [redacted]