November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Shauna [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request to receive a full refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. After reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experienced. Fortunately, our records with PayPal show that a full refund of $1060.48 was credited back to the account on November 19, 2016. Additionally, 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. In the interim, 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, Eligia [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 the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted] there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 19, 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. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. We have nothing on file to support Ms. [redacted] claim. Furthermore, she made the purchase knowing what the price was and now she wants an adjustment. As we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms. [redacted] request. 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 that we failed her expectations, but 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 [redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephen J. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
Sears repair service. It is unfortunate that we failed Mr. B[redacted] expectations when he recently requested a repair from Sears. We value Mr. B[redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. B[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that our senior technician completed a repair on August 3, 2017, and confirmed that Mr. B[redacted] microwave oven was operating to the manufacturer’s specifications afterward. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. B[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, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
August 17, 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. K[redacted] complaint regarding her recent service...
experience and request for a full refund of the repair fee. We would first like to apologize for any inconvenience Ms. K[redacted] may have experienced with her washer. After reviewing the service history, we show she initially contacted Sears for repair on July 10, 2017. Since the washer did not have a warranty or Service Contract, there was a charge of $194.29 on July 13, 2017. When the Sears technician returned on July 27, 2017, to complete the service call, he provided Ms. K[redacted] with a refund of $105.20. Therefore, she ended up paying a total of $89.09 for the repair. Additionally, we hope that in the future Ms. K[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since repair has been completed and a refund provided, we have noted Ms. K[redacted] concerns. 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,
John P[redacted]
Initial Business Response /* (1000, 6, 2015/07/31) */
July 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with our customer service and non-receipt of an order he placed with Sears Parts Direct.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently ordered a part from Sears Parts Direct. We value Mr. [redacted]'s patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and 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], Customer Support Manager for Sears Parts Direct, spoke with Mr.[redacted] on July 23, 2015. At that time, Mr. [redacted] informed her that he purchased his part from another supplier because our replacement order did not arrive. Ms. [redacted] offered Mr. [redacted] a $50.00 gift card as an apology for this issue, which he accepted and indicated met with his approval. 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,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 14, 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] complaint regarding the problem she encountered when she attempted to return...
her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the mixer online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period.
In this case, because it was within the 30 days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms. [redacted] to return the mixer for a refund. On October 4, 2016 Store Manager [redacted] contacted Ms. [redacted] and offered to process the return. We issued Ms. [redacted] a credit of $271.85 to her credit card ending in 8910.
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]
January 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dryer repair. It is...
unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] was able to work with our Routing department so that Mr. [redacted] would be the first appointment on January 6, 2017. Once the repair was completed, Ms. [redacted] spoke with Mrs. [redacted] and confirmed that the repair was completed to her satisfaction. Mrs. [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments. Ms. [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, 2020. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted]. In the interim, since we have documented Mr. and Mrs. [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
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]
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,
Reida M[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]
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
[redacted] November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent...
inability to
receive a timely return visit under his 90-day service guarantee, and his
request for a refund because of this.Our records indicate that our customer support group
spoke to [redacted] on October 6, 2015, and at that time they issued a refund of
$164.44 back to her [redacted] ending in [redacted] Since we provided the [redacted] with
their requested resolution, we have closed our file.We apologize to [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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] J. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the availability of service...
for a needed repair of his water heater. In regard to the delay Mr. [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. In this case, it seems there was an issue with the contractor covering Mr. [redacted]’s area. In such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation. However, considering Mr. [redacted]’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involved. Regrettably, it took some time to find this contractor, but Mr. [redacted]’s water heater was installed on January 11, 2015. As a courtesy, we have purchased an additional year of coverage for Mr. [redacted]’s water heater on his behalf. The coverage expires January 12, 2018 and should receive a certificate of ownership in the mail within 4-6 weeks. The coverage is already active in our service database. We are always looking for ways to improve on customer service and in closing, we would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties. 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] Regulatory Complaint Specialist Sears holdings Corporation [redacted].[redacted]@searshc.com ([redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want a working washer to be able to do laundry. Thank you for handling this for me. Greatly appreciated
Complaint: [redacted]
I am rejecting this response because: Nothing was resolved. My appliance has a second fan motor in 5 months time. I believe my repair history displays a pattern of unreliability and should be replaced. Having discarded three trash bags of food because it was unsafe is not acceptable. The lip service given by Sears demonstrates a plain disregard of customer service. My appliance has had 7 service calls this is completely unacceptable. I will not be removing my complaint at this time. A tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping up. I do not believe the representative that responded even researched my repair history to see what types of repairs were made.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint.
Sincerely,
Lisa [redacted]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Shauna [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request to receive a full refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. After reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experienced. Fortunately, our records with PayPal show that a full refund of $1060.48 was credited back to the account on November 19, 2016. Additionally, 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. In the interim, 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, Eligia [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 the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted] there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 19, 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. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. We have nothing on file to support Ms. [redacted] claim. Furthermore, she made the purchase knowing what the price was and now she wants an adjustment. As we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms. [redacted] request. 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 that we failed her expectations, but 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 [redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephen J. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
Sears repair service. It is unfortunate that we failed Mr. B[redacted] expectations when he recently requested a repair from Sears. We value Mr. B[redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. B[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that our senior technician completed a repair on August 3, 2017, and confirmed that Mr. B[redacted] microwave oven was operating to the manufacturer’s specifications afterward. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. B[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, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
August 17, 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. K[redacted] complaint regarding her recent service...
experience and request for a full refund of the repair fee. We would first like to apologize for any inconvenience Ms. K[redacted] may have experienced with her washer. After reviewing the service history, we show she initially contacted Sears for repair on July 10, 2017. Since the washer did not have a warranty or Service Contract, there was a charge of $194.29 on July 13, 2017. When the Sears technician returned on July 27, 2017, to complete the service call, he provided Ms. K[redacted] with a refund of $105.20. Therefore, she ended up paying a total of $89.09 for the repair. Additionally, we hope that in the future Ms. K[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since repair has been completed and a refund provided, we have noted Ms. K[redacted] concerns. 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,
John P[redacted]
Initial Business Response /* (1000, 6, 2015/07/31) */
July 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with our customer service and non-receipt of an order he placed with Sears Parts Direct.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently ordered a part from Sears Parts Direct. We value Mr. [redacted]'s patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and 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], Customer Support Manager for Sears Parts Direct, spoke with Mr.[redacted] on July 23, 2015. At that time, Mr. [redacted] informed her that he purchased his part from another supplier because our replacement order did not arrive. Ms. [redacted] offered Mr. [redacted] a $50.00 gift card as an apology for this issue, which he accepted and indicated met with his approval. 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,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 14, 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] complaint regarding the problem she encountered when she attempted to return...
her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the mixer online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period.
In this case, because it was within the 30 days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms. [redacted] to return the mixer for a refund. On October 4, 2016 Store Manager [redacted] contacted Ms. [redacted] and offered to process the return. We issued Ms. [redacted] a credit of $271.85 to her credit card ending in 8910.
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]
January 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dryer repair. It is...
unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] was able to work with our Routing department so that Mr. [redacted] would be the first appointment on January 6, 2017. Once the repair was completed, Ms. [redacted] spoke with Mrs. [redacted] and confirmed that the repair was completed to her satisfaction. Mrs. [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments. Ms. [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, 2020. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted]. In the interim, since we have documented Mr. and Mrs. [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
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]
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,
Reida M[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]
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
[redacted] November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent...
inability to
receive a timely return visit under his 90-day service guarantee, and his
request for a refund because of this.Our records indicate that our customer support group
spoke to [redacted] on October 6, 2015, and at that time they issued a refund of
$164.44 back to her [redacted] ending in [redacted] Since we provided the [redacted] with
their requested resolution, we have closed our file.We apologize to [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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] J. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the availability of service...
for a needed repair of his water heater. In regard to the delay Mr. [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. In this case, it seems there was an issue with the contractor covering Mr. [redacted]’s area. In such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation. However, considering Mr. [redacted]’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involved. Regrettably, it took some time to find this contractor, but Mr. [redacted]’s water heater was installed on January 11, 2015. As a courtesy, we have purchased an additional year of coverage for Mr. [redacted]’s water heater on his behalf. The coverage expires January 12, 2018 and should receive a certificate of ownership in the mail within 4-6 weeks. The coverage is already active in our service database. We are always looking for ways to improve on customer service and in closing, we would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties. 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] Regulatory Complaint Specialist Sears holdings Corporation [redacted].[redacted]@searshc.com ([redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want a working washer to be able to do laundry. Thank you for handling this for me. Greatly appreciated
Hello -
Today I received a gift card refund from Sears.
Thank you for anything you may have done to expedite this.
[redacted]
Complaint: [redacted]
I am rejecting this response because: Nothing was resolved. My appliance has a second fan motor in 5 months time. I believe my repair history displays a pattern of unreliability and should be replaced. Having discarded three trash bags of food because it was unsafe is not acceptable. The lip service given by Sears demonstrates a plain disregard of customer service. My appliance has had 7 service calls this is completely unacceptable. I will not be removing my complaint at this time. A tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping up. I do not believe the representative that responded even researched my repair history to see what types of repairs were made.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint.
Sincerely,
Lisa [redacted]