Complaint: [redacted]
I am rejecting this response because: They did call and schedule an appointment and finally showed up but the dryer was not fixed. I. ended up calling another company and paid to have it fixed because I refused to wait on Sears any longer.
Sincerely,
Carolyn [redacted]
July 15, 2016 [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] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with a seller hosted on the sears.com website. We value her patronage and can assure her that her concerns have been forwarded to management for review. It appears that although the seller did make attempts to reach Ms. [redacted] to assist in resolving her concern, she did not speak with them. Instead our records indicate that Sears received notification of a credit dispute from Ms. [redacted] credit provider. The original charge was reversed by the credit provider, which Sears agreed to allow. Therefore, Ms. [redacted] will not see a separate refund, since her account has already been credited the original charge amount. Ms. [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue. Since an equitable resolution has been provided, 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 [redacted]
January 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We have reviewed Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As stated in our previous response, a refund was processed on January 11, 2017, in the form of a check. For Ms. [redacted] records the refund receipt number is [redacted]. It normally takes 7 to 10 business days to receive which means that she should be receiving the check this week by January 25, 2017. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize if she feels we failed her expectations, but we feel the refund that has been provided to her are relative to the circumstances and our decision is final. 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
February 9, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to return...
the defective refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On February 8, 2017 we contacted Ms. [redacted] and offered to return the refrigerator without a restocking fee. We apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective appliance. As clarification, damaged product must be reported within 72 hours; however, Ms. [redacted] reported within our 30 day return period that the refrigerator was not working which is considered defective, not damaged. The haul away is scheduled for February 10, 2017 and the credit should post to her account within 3 – 10 business days after the return is completed. With that being said, since it is our understanding in speaking with Ms. [redacted] that the return for a full refund is a resolution that met with her approval, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
John P[redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a...
recent service call for her washer. It is unfortunate that we failed Ms. [redacted] expectations when she recently contracted with Sears Duct Cleaning. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused her. Upon receiving Ms. [redacted] complaint, we contacted the local office for assistance. On January 31, 2017, [redacted] responded that Ms. [redacted] would be provided with her requested refund of $309.00, contingent upon the return of the signed Customer Release Form (CRF). He further added that it is his understanding that Ms. [redacted] would be emailing the signed form back later today. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
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,
Michael C[redacted]
July 31, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her inability to schedule preventative...
maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making. We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [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,
M [redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted]’s rebuttal complaint regarding her returned order and non-receipt of a refund. After reviewing the notes in [redacted]’s order number [redacted] we found that the merchandise was returned to the warehouse. As such, Sears Online processed a full refund of $850.69 on April 6, 2016. For [redacted]’s records the refund receipt number is [redacted]. As for the promotional emails that [redacted] may still be receiving, it should be noted that Sears places a high priority on protecting customer’s privacy and respecting their choices on these matters. Sears maintains policies and procedures to ensure that it complies with customer’s requests to be removed from its marketing lists. This letter and our previous letter are being sent to advise that we have processed the request. However, due to the complexity of our network, it may take approximately 8-10 weeks for the update to occur on all systems. In the event you encounter communication from any of our telemarketing campaigns during this time, please accept our apologies in advance. Please Note: You may continue to be contacted in connection with specific purchases that you have made or clubs/services you have joined. You may also receive independent third-party mailings that reference Sears products and services. Since we have confirmed that a 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while Sears Holdings Corporation leaves much to be desired in terms of service (no family should have to go 6 weeks without refrigeration of food), the resolution provided does in fact meet the letter of their written contract.
Sincerely,
Daniel [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:After being told this several times before. I would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refund. Please understand my concern and know once my refund has been received all matters and issues will be resolved and closed
Sincerely,
[redacted]
February 2, 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 her request for a refund for layaway items. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway. It may be important to notes that Ms. [redacted] is a former employee and we do value her patronage. We can understand her frustration with the events detailed in her complaint and can also assure her that her concerns have been forwarded to management for review. As a result of this action, we found information that indicated that some of the items Ms. [redacted] requested a refund for may have already been returned and refunded. Additionally, store management contacted her in attempt to resolve her complaint and invited her to return for a refund, which she accepted. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We respectfully ask to have this matter closed, since we have documented Ms. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
January 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of one of the two items she ordered from kmart.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, although [redacted] records confirmed that the package delivered for Ms[redacted] matched the total weight of the items she ordered, a refund of $37.65 was issued to her account ending in [redacted] for one of the items on December 21, 2015. As an apology for her experience, we would like to offer Ms. [redacted] a $35.00 gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item. If Ms. [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] 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 an equitable resolution has been proposed. 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]
December 19, 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 recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted] expectations and can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we have decided to process an electronic return label. Mr. [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordingly. Should Mr. [redacted] have any questions, he may contact me via email at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
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,
Dwight [redacted]
January 18, 2017 [redacted]Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint. Although Mr. [redacted]...
provided his name and address in the complaint, we could not locate the service information for the washer in question. An email was sent to Mr. [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond. In order to investigate this matter thoroughly, we ask that Mr. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Mr. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Mr. [redacted] We apologize to Mr. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The dete4rgent was not listed as not compatible anywhere in the manual or anywhere else. The manual states "HE" detergent. How would I have know the Kirkland "HE" brand detergent is incompatible with a Kenmore?LG washer? Further more I have cleaned the washer 3 times as suggested by the Technician and have started using the Tide HE detergent and I am still having the same problem. Therefore the problem is not the detergent.Please advise.
Sincerely,
Andrene [redacted]
Complaint: [redacted]
I am rejecting this response because: They did call and schedule an appointment and finally showed up but the dryer was not fixed. I. ended up calling another company and paid to have it fixed because I refused to wait on Sears any longer.
Sincerely,
Carolyn [redacted]
July 15, 2016 [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] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with a seller hosted on the sears.com website. We value her patronage and can assure her that her concerns have been forwarded to management for review. It appears that although the seller did make attempts to reach Ms. [redacted] to assist in resolving her concern, she did not speak with them. Instead our records indicate that Sears received notification of a credit dispute from Ms. [redacted] credit provider. The original charge was reversed by the credit provider, which Sears agreed to allow. Therefore, Ms. [redacted] will not see a separate refund, since her account has already been credited the original charge amount. Ms. [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue. Since an equitable resolution has been provided, 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 [redacted]
January 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We have reviewed Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As stated in our previous response, a refund was processed on January 11, 2017, in the form of a check. For Ms. [redacted] records the refund receipt number is [redacted]. It normally takes 7 to 10 business days to receive which means that she should be receiving the check this week by January 25, 2017. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize if she feels we failed her expectations, but we feel the refund that has been provided to her are relative to the circumstances and our decision is final. 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
February 9, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to return...
the defective refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On February 8, 2017 we contacted Ms. [redacted] and offered to return the refrigerator without a restocking fee. We apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective appliance. As clarification, damaged product must be reported within 72 hours; however, Ms. [redacted] reported within our 30 day return period that the refrigerator was not working which is considered defective, not damaged. The haul away is scheduled for February 10, 2017 and the credit should post to her account within 3 – 10 business days after the return is completed. With that being said, since it is our understanding in speaking with Ms. [redacted] that the return for a full refund is a resolution that met with her approval, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
John P[redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a...
recent service call for her washer. It is unfortunate that we failed Ms. [redacted] expectations when she recently contracted with Sears Duct Cleaning. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused her. Upon receiving Ms. [redacted] complaint, we contacted the local office for assistance. On January 31, 2017, [redacted] responded that Ms. [redacted] would be provided with her requested refund of $309.00, contingent upon the return of the signed Customer Release Form (CRF). He further added that it is his understanding that Ms. [redacted] would be emailing the signed form back later today. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
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,
Michael C[redacted]
July 31, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her inability to schedule preventative...
maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making. We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [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,
M [redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted]’s rebuttal complaint regarding her returned order and non-receipt of a refund. After reviewing the notes in [redacted]’s order number [redacted] we found that the merchandise was returned to the warehouse. As such, Sears Online processed a full refund of $850.69 on April 6, 2016. For [redacted]’s records the refund receipt number is [redacted]. As for the promotional emails that [redacted] may still be receiving, it should be noted that Sears places a high priority on protecting customer’s privacy and respecting their choices on these matters. Sears maintains policies and procedures to ensure that it complies with customer’s requests to be removed from its marketing lists. This letter and our previous letter are being sent to advise that we have processed the request. However, due to the complexity of our network, it may take approximately 8-10 weeks for the update to occur on all systems. In the event you encounter communication from any of our telemarketing campaigns during this time, please accept our apologies in advance. Please Note: You may continue to be contacted in connection with specific purchases that you have made or clubs/services you have joined. You may also receive independent third-party mailings that reference Sears products and services. Since we have confirmed that a 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while Sears Holdings Corporation leaves much to be desired in terms of service (no family should have to go 6 weeks without refrigeration of food), the resolution provided does in fact meet the letter of their written contract.
Sincerely,
Daniel [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:After being told this several times before. I would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refund. Please understand my concern and know once my refund has been received all matters and issues will be resolved and closed
Sincerely,
[redacted]
February 2, 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 her request for a refund for layaway items. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway. It may be important to notes that Ms. [redacted] is a former employee and we do value her patronage. We can understand her frustration with the events detailed in her complaint and can also assure her that her concerns have been forwarded to management for review. As a result of this action, we found information that indicated that some of the items Ms. [redacted] requested a refund for may have already been returned and refunded. Additionally, store management contacted her in attempt to resolve her complaint and invited her to return for a refund, which she accepted. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We respectfully ask to have this matter closed, since we have documented Ms. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
January 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of one of the two items she ordered from kmart.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, although [redacted] records confirmed that the package delivered for Ms[redacted] matched the total weight of the items she ordered, a refund of $37.65 was issued to her account ending in [redacted] for one of the items on December 21, 2015. As an apology for her experience, we would like to offer Ms. [redacted] a $35.00 gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item. If Ms. [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] 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 an equitable resolution has been proposed. 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]
December 19, 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 recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted] expectations and can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we have decided to process an electronic return label. Mr. [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordingly. Should Mr. [redacted] have any questions, he may contact me via email at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
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,
Dwight [redacted]
January 18, 2017 [redacted]Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint. Although Mr. [redacted]...
provided his name and address in the complaint, we could not locate the service information for the washer in question. An email was sent to Mr. [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond. In order to investigate this matter thoroughly, we ask that Mr. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Mr. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Mr. [redacted] We apologize to Mr. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The dete4rgent was not listed as not compatible anywhere in the manual or anywhere else. The manual states "HE" detergent. How would I have know the Kirkland "HE" brand detergent is incompatible with a Kenmore?LG washer? Further more I have cleaned the washer 3 times as suggested by the Technician and have started using the Tide HE detergent and I am still having the same problem. Therefore the problem is not the detergent.Please advise.
Sincerely,
Andrene [redacted]