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. They never tried to contact me before selling my dryer. They had my phone number and email address and I never heard anything from them. I even contacted customer service to see if they can deliver my dryer, but they wouldn't deliver it. Regardless of what happened before, Sears made everything right when they contacted me recently. They let me buy a new dryer for the same price and this new dryer is much better than the one I bought before. I am very very happy with my new dryer and with Sears.I consider this resolved.
Sincerely,
Kevin [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11004347, and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth *
August 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience request for a refund. We would first like to apologize for any inconvenience Ms. F[redacted] experienced with this order. After researching further we found that the order was from a Third Party Marketplace seller. The seller, [redacted] processed a full refund of $139.21 on August 3, 2017. The credit posted to Ms. F[redacted] account within 3 to 5 business days. Since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 27, 2016 [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 his dissatisfaction with...
our customer service and a recent Sears purchase and delivery experience. It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a bed from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally[redacted] Service Recovery Specialist for [redacted] Solutions, attempted to reach Mr. [redacted] by telephone and email as recently as September 27, 2016, to discuss his complaint. With that having been said, it is important to note that Sears and [redacted] Solutions do not have the jurisdiction to correct any issues regarding Mr. [redacted] credit card, since the Sears credit card is provided by [redacted] Until we have the opportunity to speak with Mr. [redacted] about his delivery experience, we are unable to determine an appropriate resolution for his concerns. If Mr. [redacted] would still like to discuss his complaint, he may reach [redacted] by replying directly to her email or by calling [redacted] At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We would like to hear from Mr. [redacted] and hope that he will allow us an opportunity to provide him 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. Since we have noted Mr. [redacted]’, comments, we respectfully ask to have this matter closed pending his response. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Catherine [redacted]i #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]i's complaint regarding a refrigerator purchased from Sears Outlet.
Christina [redacted]...
Manager of the Hixson Sears Outlet provided the following response:
Sears Outlet has ordered and delivered Ms. [redacted]i a new Frigidaire refrigerator. The new unit was delivered on Sunday, July 19, 2015. If Ms. [redacted]i has any additional questions or concerns I invite her to contact me at 423[redacted]. Since we have provided Ms. [redacted]i with her desired resolution, we ask that this complaint be closed.
We apologize to Ms. [redacted]i and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
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,
Persephone [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’ complaint regarding Sears Home Service and repairs to their refrigerator...
Prior to filing their complaint with the Revdex.com, the [redacted]’ were assisted by Ms. [redacted] from our Executive Member Support Office. Notes from the case indicate that Ms. [redacted] has authorized the refrigerator for replacement. Since the refrigerator has been approved for replacement, all Mr. and Mrs. [redacted] need to do is select a replacement unit. We ask that this complaint be closed as the [redacted]’ have received their desired resolution. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided.
We have reviewed Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. It is our understanding that the account in question is Mr. [redacted] Express account. As such, we have explained that a credit of $332.96 will be reflected in Mr. [redacted] Express account. We are not familiar with Mr. [redacted] account or card number that he is referring to in his rebuttal. However, we would like to clarify that it can take up to thirty days for the credit to reflect in his [redacted] Express account. If Mr. [redacted] does not see the refund in his August statement then he may need to allow more time in order to receive his September statement. In the interim, since we have process the credit back to the original account he used at the time of purchase, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
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]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repair attempts on her...
refrigerator.Upon receiving Ms. [redacted]’s complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has had several repairs, yet not functional, qualifying repairs. Ms. [redacted] currently has two functional repairs which were completed on 5/08/15 and 5/27/15 where gaskets were replaced. Repairs on 11/05/15 and 11/25/15 did not have any parts replaced and therefore are not considered to be functional failures. That being said, unfortunately, Ms. [redacted] does not currently qualify for a replacement. She is scheduled for repair tomorrow, 12/08/15. Because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and delayed availability of his store pick up order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order for pick up at Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Jud [redacted], District Manager for Kmart Store number [redacted], contacted Mr. [redacted] by telephone to discuss his concerns. At that time he informed Mr. [redacted] that his online order was cancelled and would be automatically refunded to his account. As an apology, Kmart sent Mr. [redacted] a money order for $20.00 money order which he may use to purchase additional filters or use however he chooses. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him 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 Mr. [redacted]s comments and an equitable 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 [redacted] 1-800-762-3049 Ext. [redacted]
October 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Susan [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 115 Route 46 Building F, Mountains Lakes NJ 07008, Email: i[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 Ms. [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 her order, we found that a full refund of $89.00 was issued on October 18, 2016. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: A[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding reimbursement for her vacuum. We have processed a reimbursement check...
in the amount of $105.99 which should be received by Ms. [redacted] in the next 10-14 days. I have spoken with Ms. [redacted] and she is aware of the forthcoming check. That said our file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
August 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - Bryant [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service, when he called regarding repair for his lawn mower.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently called in for repair of his lawn mower. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint has caused him 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. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repairs for his mower caused him any inconvenience. We processed a lawn care reimbursement check in the amount of $100.00. Mr. [redacted] has been provided with my direct contact information if he is in need of further assistance. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted]'s lawn mower and noted his candid feedback.
Again, we apologize to Mr. [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,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
November 11, 2015
[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed
our investigation of [redacted] complaint regarding his service experience.On receipt of [redacted] complaint our...
carry-in manager contacted [redacted] and was informed
that he had not picked up the power washer after returning it for service. On
November 10, 2015 [redacted] did confirm with [redacted] from our carry-in
department that the power washer was working fine. Since we have repaired [redacted] power washer and confirmed it is in working order we have closed out
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]
[redacted]
Revdex.com:
I spoke with [redacted] from Sears this afternoon and we did discuss her formal response as it is documented. As I addressed with her today, we are willing to accept the offer of a replacement dryer with free delivery, set-up, and haul away of the old unit, however, I'd like to address a few points from her response for clarification and hopefully it provides Sears with valuable insight from a consumer's perspective. Regarding coverage by a Master Protection Agreement, I'd like to acknowledge we exhausted the entire duration of the agreement trying to repair the unit without even the smallest amount of success. At my persistent request the warranty was as a "courtesy" extended, but the dryer continued to be unrepairable despite the extension. Also, we where not aware of the specific caveats of "4 repairs within a 12 month period with 4 or more functional parts needing to be replaced" and I don't feel I should have to be an expert and well versed in the internal policies and procedures for a successful resolution. I'm not an appliance repairman or lawyer, I'm just a mom and wife looking to do a load of laundry. Please recognize how frustrating, laborious, and redundant the process is, speaking with multiple departments, multiple phone operators, dropped calls, hold times, dealing with a third-party contract repair company, missed time from work for repair appointments, damaged occurred with repeated movement of a dryer on hardwood floors. I simply resorted to an easier method of drying clothes, a simple clothesline, which is absurd and ridiculous in this day and age. Ultimately, we felt Sears was going to wait us out until we became so frustrated with the entire process and the warranty expired that we gave up on resolving the issue. Several times we were asked if we wanted to purchase an extension of the warranty. My response was always "why would we want to dump any more money into an unrepairable appliance, when we have no faith in the ability of the unit to be repair, and especially after replacing duplicate parts". No one ever had an answer. I was made to feel I was being unreasonable in my repeated requests to have a functional appliance despite a good faith purchase for an operational dryer. What happen to good 'ole fashion customer service?As for a consumer definition of "lemon", the problem was present from the date of purchase and I notified Protection Agreement well within 30 days of purchase, and not once did they site their policy for return for a new unit within 30 days of purchase as their policy allows. I find it interesting they site only useful portions of policy beneficial to them, but leave out policy that potential could have saved both of us from a lengthy engagement of repeated and failed repairs. We in good faith moved forward with repeated repairs of the unit as offered to us. Lastly, it's my opinion it should not take a Revdex.com complaint to spur action and further investigation into our case. I asked for this to occur on multiple occasions. Just went I thought I was out of options did I resort to a complaint with the Revdex.com. With that, I have reviewed the response made by Sears in reference to complaint ID 11190344, and find that this resolution satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The repair was completed on October 28, 2015; the technician adjusted the damper calibration. Again, we apologize for any inconvenience Ms. [redacted] may have experienced with the repair of her refrigerator. If Ms. [redacted] has any further questions or concerns, she is welcome to call [redacted] at ([redacted]. In the interim, since the repair to Ms. [redacted] refrigerator has been completed and we have noted her follow-up concerns, 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
April 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he was assessed for a repair...
that did not correct the problem and the assurance he was given that he would be refund in full for all charges. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that there was some confusion in understanding all of the service orders involved, and finally our Customer Solutions department had to reach out to the District Operations Manager at the local service unit. The unit’s notes indicate that they issued Mr. [redacted] a check for $402.14 and he should have long since received it. If for some reason he did not, he is welcome to call or email me so that we can track the check and reissue if it has not been cashed. In the interim, since it is our understanding Mr. [redacted] has already been refunded, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Emily [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience....
David [redacted], Store General Manager for Unit 2220, provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] experienced. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. After researching this further, we were able to return the item for a full refund. Additionally, we provided her with 20 in Shop Your Way Reward points as a gesture of goodwill. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact our store directly at (435) 656-6955. In the interim, we have noted Ms. [redacted]’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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. They never tried to contact me before selling my dryer. They had my phone number and email address and I never heard anything from them. I even contacted customer service to see if they can deliver my dryer, but they wouldn't deliver it. Regardless of what happened before, Sears made everything right when they contacted me recently. They let me buy a new dryer for the same price and this new dryer is much better than the one I bought before. I am very very happy with my new dryer and with Sears.I consider this resolved.
Sincerely,
Kevin [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11004347, and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth *
August 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience request for a refund. We would first like to apologize for any inconvenience Ms. F[redacted] experienced with this order. After researching further we found that the order was from a Third Party Marketplace seller. The seller, [redacted] processed a full refund of $139.21 on August 3, 2017. The credit posted to Ms. F[redacted] account within 3 to 5 business days. Since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 27, 2016 [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 his dissatisfaction with...
our customer service and a recent Sears purchase and delivery experience. It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a bed from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally[redacted] Service Recovery Specialist for [redacted] Solutions, attempted to reach Mr. [redacted] by telephone and email as recently as September 27, 2016, to discuss his complaint. With that having been said, it is important to note that Sears and [redacted] Solutions do not have the jurisdiction to correct any issues regarding Mr. [redacted] credit card, since the Sears credit card is provided by [redacted] Until we have the opportunity to speak with Mr. [redacted] about his delivery experience, we are unable to determine an appropriate resolution for his concerns. If Mr. [redacted] would still like to discuss his complaint, he may reach [redacted] by replying directly to her email or by calling [redacted] At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We would like to hear from Mr. [redacted] and hope that he will allow us an opportunity to provide him 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. Since we have noted Mr. [redacted]’, comments, we respectfully ask to have this matter closed pending his response. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Catherine [redacted]i #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]i's complaint regarding a refrigerator purchased from Sears Outlet.
Christina [redacted]...
Manager of the Hixson Sears Outlet provided the following response:
Sears Outlet has ordered and delivered Ms. [redacted]i a new Frigidaire refrigerator. The new unit was delivered on Sunday, July 19, 2015. If Ms. [redacted]i has any additional questions or concerns I invite her to contact me at 423[redacted]. Since we have provided Ms. [redacted]i with her desired resolution, we ask that this complaint be closed.
We apologize to Ms. [redacted]i and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
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,
Persephone [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’ complaint regarding Sears Home Service and repairs to their refrigerator...
Prior to filing their complaint with the Revdex.com, the [redacted]’ were assisted by Ms. [redacted] from our Executive Member Support Office. Notes from the case indicate that Ms. [redacted] has authorized the refrigerator for replacement. Since the refrigerator has been approved for replacement, all Mr. and Mrs. [redacted] need to do is select a replacement unit. We ask that this complaint be closed as the [redacted]’ have received their desired resolution. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided.
We have reviewed Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. It is our understanding that the account in question is Mr. [redacted] Express account. As such, we have explained that a credit of $332.96 will be reflected in Mr. [redacted] Express account. We are not familiar with Mr. [redacted] account or card number that he is referring to in his rebuttal. However, we would like to clarify that it can take up to thirty days for the credit to reflect in his [redacted] Express account. If Mr. [redacted] does not see the refund in his August statement then he may need to allow more time in order to receive his September statement. In the interim, since we have process the credit back to the original account he used at the time of purchase, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
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]
Complaint[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repair attempts on her...
refrigerator.Upon receiving Ms. [redacted]’s complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has had several repairs, yet not functional, qualifying repairs. Ms. [redacted] currently has two functional repairs which were completed on 5/08/15 and 5/27/15 where gaskets were replaced. Repairs on 11/05/15 and 11/25/15 did not have any parts replaced and therefore are not considered to be functional failures. That being said, unfortunately, Ms. [redacted] does not currently qualify for a replacement. She is scheduled for repair tomorrow, 12/08/15. Because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and delayed availability of his store pick up order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order for pick up at Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Jud [redacted], District Manager for Kmart Store number [redacted], contacted Mr. [redacted] by telephone to discuss his concerns. At that time he informed Mr. [redacted] that his online order was cancelled and would be automatically refunded to his account. As an apology, Kmart sent Mr. [redacted] a money order for $20.00 money order which he may use to purchase additional filters or use however he chooses. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him 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 Mr. [redacted]s comments and an equitable 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 [redacted] 1-800-762-3049 Ext. [redacted]
October 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Susan [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 115 Route 46 Building F, Mountains Lakes NJ 07008, Email: i[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 Ms. [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 her order, we found that a full refund of $89.00 was issued on October 18, 2016. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: A[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding reimbursement for her vacuum. We have processed a reimbursement check...
in the amount of $105.99 which should be received by Ms. [redacted] in the next 10-14 days. I have spoken with Ms. [redacted] and she is aware of the forthcoming check. That said our file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
August 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - Bryant [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service, when he called regarding repair for his lawn mower.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently called in for repair of his lawn mower. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint has caused him 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. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repairs for his mower caused him any inconvenience. We processed a lawn care reimbursement check in the amount of $100.00. Mr. [redacted] has been provided with my direct contact information if he is in need of further assistance. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted]'s lawn mower and noted his candid feedback.
Again, we apologize to Mr. [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,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
November 11, 2015
[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed
our investigation of [redacted] complaint regarding his service experience.On receipt of [redacted] complaint our...
carry-in manager contacted [redacted] and was informed
that he had not picked up the power washer after returning it for service. On
November 10, 2015 [redacted] did confirm with [redacted] from our carry-in
department that the power washer was working fine. Since we have repaired [redacted] power washer and confirmed it is in working order we have closed out
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]
[redacted]
Revdex.com:
I spoke with [redacted] from Sears this afternoon and we did discuss her formal response as it is documented. As I addressed with her today, we are willing to accept the offer of a replacement dryer with free delivery, set-up, and haul away of the old unit, however, I'd like to address a few points from her response for clarification and hopefully it provides Sears with valuable insight from a consumer's perspective. Regarding coverage by a Master Protection Agreement, I'd like to acknowledge we exhausted the entire duration of the agreement trying to repair the unit without even the smallest amount of success. At my persistent request the warranty was as a "courtesy" extended, but the dryer continued to be unrepairable despite the extension. Also, we where not aware of the specific caveats of "4 repairs within a 12 month period with 4 or more functional parts needing to be replaced" and I don't feel I should have to be an expert and well versed in the internal policies and procedures for a successful resolution. I'm not an appliance repairman or lawyer, I'm just a mom and wife looking to do a load of laundry. Please recognize how frustrating, laborious, and redundant the process is, speaking with multiple departments, multiple phone operators, dropped calls, hold times, dealing with a third-party contract repair company, missed time from work for repair appointments, damaged occurred with repeated movement of a dryer on hardwood floors. I simply resorted to an easier method of drying clothes, a simple clothesline, which is absurd and ridiculous in this day and age. Ultimately, we felt Sears was going to wait us out until we became so frustrated with the entire process and the warranty expired that we gave up on resolving the issue. Several times we were asked if we wanted to purchase an extension of the warranty. My response was always "why would we want to dump any more money into an unrepairable appliance, when we have no faith in the ability of the unit to be repair, and especially after replacing duplicate parts". No one ever had an answer. I was made to feel I was being unreasonable in my repeated requests to have a functional appliance despite a good faith purchase for an operational dryer. What happen to good 'ole fashion customer service?As for a consumer definition of "lemon", the problem was present from the date of purchase and I notified Protection Agreement well within 30 days of purchase, and not once did they site their policy for return for a new unit within 30 days of purchase as their policy allows. I find it interesting they site only useful portions of policy beneficial to them, but leave out policy that potential could have saved both of us from a lengthy engagement of repeated and failed repairs. We in good faith moved forward with repeated repairs of the unit as offered to us. Lastly, it's my opinion it should not take a Revdex.com complaint to spur action and further investigation into our case. I asked for this to occur on multiple occasions. Just went I thought I was out of options did I resort to a complaint with the Revdex.com. With that, I have reviewed the response made by Sears in reference to complaint ID 11190344, and find that this resolution satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The repair was completed on October 28, 2015; the technician adjusted the damper calibration. Again, we apologize for any inconvenience Ms. [redacted] may have experienced with the repair of her refrigerator. If Ms. [redacted] has any further questions or concerns, she is welcome to call [redacted] at ([redacted]. In the interim, since the repair to Ms. [redacted] refrigerator has been completed and we have noted her follow-up concerns, 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
April 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he was assessed for a repair...
that did not correct the problem and the assurance he was given that he would be refund in full for all charges. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that there was some confusion in understanding all of the service orders involved, and finally our Customer Solutions department had to reach out to the District Operations Manager at the local service unit. The unit’s notes indicate that they issued Mr. [redacted] a check for $402.14 and he should have long since received it. If for some reason he did not, he is welcome to call or email me so that we can track the check and reissue if it has not been cashed. In the interim, since it is our understanding Mr. [redacted] has already been refunded, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Emily [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience....
David [redacted], Store General Manager for Unit 2220, provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] experienced. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. After researching this further, we were able to return the item for a full refund. Additionally, we provided her with 20 in Shop Your Way Reward points as a gesture of goodwill. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact our store directly at (435) 656-6955. In the interim, we have noted Ms. [redacted]’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation