Complaint: [redacted] I am rejecting this response because:you did not include all dates the technician came out (there have now been visits), and yes it was purchased in September but NOT DELIVERED until Januarywe called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I receivedAs one of your sales men told my husband he would take it to the parking lot to settle this(how professional was that? - he should be fired!) All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming toWhat happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,with your companyYour company should have showed some sort of respect for me and my family and made it right within days and not months Sincerely, [redacted]
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrMurphy placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that a full refund of $was issued on September 9, 2016, and $was credited on September 12, In closure, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Recliner purchase from January and her warranty claim It is unfortunate that we failed Ms [redacted] expectations when she recently attempted to have this matter resolved through her local storeWe value Ms [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:They did just address what I think was the fundamental problem, that the system was wired improperly from the beginningHowever, we won't really know until next year when we start using the air conditioner again It is now fall and we will not likely turn the system on again until May or JuneIn the past, it works for a month or two before breaking down again Could be keep the file open until the system works for three months consecutively? Sincerely, Joy ***
Contact Name and Title: MELISSA [redacted] September 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: James M [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be avertedOn August 2, 2015, the technician examined Mr [redacted] refrigerator and subsequently repaired the dispenser switch bracketOnce the repair was completed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr [redacted] may have experienced due to the delay in repairing his refrigeratorSandra [redacted] with unit spoke with Mr [redacted] after the repair to ensure his satisfactionShe provided him with her contact number in the event he needed future serviceLastly, as a conciliatory gesture, Ms [redacted] submitted a request for a twelve-month extension to Mr [redacted] Master Protection Agreement (MPAWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range Despite several calls and messages to [redacted] ’s contact numbers by the service unit we have had no return callsSears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, when our service technician arrived at the door As for [redacted] ’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this [redacted] ’s range was delivered on November 29, along with a dishwasher, a refrigerator and an over the range microwave ovenThese items all came from the same warehouseIf the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June service nor would the infestation had stayed only at the range in the last monthsWe also believe that [redacted] ’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case We are happy to repair the damaged plug to [redacted] ’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warrantyOnce the range has been repaired and is in good working order her manufactures warranty will be reinstated for the rangeThat being said we will not be honoring [redacted] ’s request for a replacement of the rangeIf [redacted] ’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plugIn the interim we have closed our case pending [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: It would have taking days to resolve this and for your information my husband who is a master plumber was in the ER that evening and did not return home until 4am Sunday morning This is just another way of Sears not acknowledging problems they have that are completely the same type of scenarioNow I want my money back, or half the money back,or pay for half of the new hot water heater that HAD TO BE INSTALLED BY NEXT DOOR NEIGHBORS ON SUNDAY HUSBAND WAS IN AN ACCIDENT I definitely want to be reimbursed my money back for the repair tech to come out and tell us, exactly what my husband already knew.PLEASE RESPOND IN A TIMELY MANNER, SEARS Sincerely, [redacted]
June 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local office for assistanceQuality Control Manager [redacted] responded that a refund for $has been processed under invoice [redacted] and should be received by Mr [redacted] in the next two weeks However, she denies that Mr [redacted] was ever offered a free dryer vent cleaning There is no documentation on record showing such an offer, so unless Mr [redacted] can produce written proof that he was offered a free dryer vent cleaning, none will be provided In the interim, since the refund Mr [redacted] was promised should be received shortly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
I will accept this response only if this problem is resolved according to my acceptance As soon as possible Revdex.com? I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me Sincerely, James [redacted]
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Miss Terina T [redacted] Dear Ms [redacted] We have completed the investigation of Miss T***’ complaint regarding her online order experience and her request for an immediate refund It is unfortunate that we failed Miss T***’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experiencedAfter contacting Sears Online, we advised that a refund needed to be processed since the local store closedAccordingly, a full refund of $was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within to business days or dependent upon each financial institutionAdditionally, we hope that in the future MsT [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsT***’ 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 C [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, Jackie P***
June 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the cancellation of his layaway It is unfortunate that we failed Mr [redacted] expectations when he recently used Sears’ layaway servicesWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, our store contacted Mr [redacted] to discuss his concerns and offered him $off the purchase price of the ring as a good will gesture Mr [redacted] declined this offer and indicated that he would wait for his refund check and make a different purchase At this time, we can only reiterate that we truly regret any inconvenience he may have experienced Mr [redacted] may contact Store Manager [redacted] at [redacted] if he has any further questions about this issue or his refund We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution was 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] ***
February 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Carla [redacted] Dear Ms [redacted] : We have completed the investigation of MsMurray’s complaint regarding her request to have her co-pay waived since she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressedAs clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their fundsSo there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms [redacted] Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was dueWe have asked the service unit to waive this and not have Ms [redacted] billed since she did not payIf for some reason Ms [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removedIn the interim, since we do not show we are currently billing her and the repair was completed, 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana [redacted] @searshc.com
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Dianne E [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustrations with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cardsHowever, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mailAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Judith [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her chair If Ms [redacted] will contact TSY Services at (800) 585-she should be able to receive a replacement chair if the screw is broken as she saysIf that is not the case, I ask that she contact me via email at [redacted] @searshc.com during business shours and I will work with her to resolve We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/04/12) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 12, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected We apologize that [redacted] refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe would like to note that [redacted] refrigerator from one of our outlet stores on March 20, and she is currently with in her return or exchange periodThat being said, our technician came to repair the refrigerator on April 10, and found that the refrigerator is not freezing well and that he compressor is loudNo parts were ordered as [redacted] opted instead for a replacementOur offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement [redacted] originally purchased this refrigerator for $1,and she has this amount to use towards the purchase of a new refrigeratorHer same refrigerator, item# [redacted] currently sells for $2, [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for herOnce she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for herThat being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding an oven purchased from SearsThe oven purchased by Ms [redacted] arrived and was picked up by our installer and was delivered to her homeUpon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fitIn the end Ms [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refundThat said, the refund in the amount of $was processed back to Ms [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-days of processingAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diomaris [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that a technician was dispatched to the [redacted] home on August 13, While at the home the technician tested the washer which was found to be operating as designedThe technician also explained washer cycles so the operation of the washer was better understoodThe washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedSince the washer does not meet the aforementioned criteria, it will not be replacedAdditionally, Ms [redacted] notes she would like to be reimbursed for all the monies spent at the laundromatWe feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairsThere have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicableAt this time, since we have noted our response to Ms [redacted] complaint, we ask that 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX August 4, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events detailed in his complaintWe 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 avertedAfter researching his online order, we found that a full refund for the first order was processed on July 10, 2015, under return receipt number XXXXXXXXXXXX for $and XXXXXXXXXXXX for $Finally, we verified that an online agent offered a maximum of 20% off the new order of the PlayStationTherefore, we processed an adjustment honoring the same price of $plus 20% for a total of $which was credited back to Mr [redacted] 's Sears MC account ending in For Mr [redacted] 's records the adjustment receipt number is XXXXXXXXXXXXThis credit should reflect in Mr [redacted] 's account within 3-business daysIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want you to just be aware your representatives where extremely rude and lied to me about the shipment of the package and gave there word it would be on timeWhen I was reordering they said I had to get a $play station and would not honor the price of the first one all they could do was 20% off the women would not let me speak to anyone else it was extremely frustrating!
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator In regard to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr***’s claim number is [redacted] and her adjuster is [redacted] who may be reached during business hours at ( [redacted] [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] ***, who will handle from hereRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesAt this time, Ms [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworkerAs stated above, although we empathize with Ms***’s frustrations, we are not in a position to assist her with any damage related matters per [redacted] 's protocolWhen we spoke with Ms [redacted] she indicated that she had paid someone approximately $to drain her old tank, remove it and do some basic cleanupMs***’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attachedAs a courtesy, we have applied the amount that may have been provided to Ms [redacted] for installation services towards the draining/cleanup cost and a check for $has been sent to her home addressThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:you did not include all dates the technician came out (there have now been visits), and yes it was purchased in September but NOT DELIVERED until Januarywe called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I receivedAs one of your sales men told my husband he would take it to the parking lot to settle this(how professional was that? - he should be fired!) All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming toWhat happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,with your companyYour company should have showed some sort of respect for me and my family and made it right within days and not months Sincerely, [redacted]
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrMurphy placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that a full refund of $was issued on September 9, 2016, and $was credited on September 12, In closure, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Recliner purchase from January and her warranty claim It is unfortunate that we failed Ms [redacted] expectations when she recently attempted to have this matter resolved through her local storeWe value Ms [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:They did just address what I think was the fundamental problem, that the system was wired improperly from the beginningHowever, we won't really know until next year when we start using the air conditioner again It is now fall and we will not likely turn the system on again until May or JuneIn the past, it works for a month or two before breaking down again Could be keep the file open until the system works for three months consecutively? Sincerely, Joy ***
Contact Name and Title: MELISSA [redacted] September 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: James M [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be avertedOn August 2, 2015, the technician examined Mr [redacted] refrigerator and subsequently repaired the dispenser switch bracketOnce the repair was completed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr [redacted] may have experienced due to the delay in repairing his refrigeratorSandra [redacted] with unit spoke with Mr [redacted] after the repair to ensure his satisfactionShe provided him with her contact number in the event he needed future serviceLastly, as a conciliatory gesture, Ms [redacted] submitted a request for a twelve-month extension to Mr [redacted] Master Protection Agreement (MPAWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range Despite several calls and messages to [redacted] ’s contact numbers by the service unit we have had no return callsSears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, when our service technician arrived at the door As for [redacted] ’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this [redacted] ’s range was delivered on November 29, along with a dishwasher, a refrigerator and an over the range microwave ovenThese items all came from the same warehouseIf the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June service nor would the infestation had stayed only at the range in the last monthsWe also believe that [redacted] ’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case We are happy to repair the damaged plug to [redacted] ’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warrantyOnce the range has been repaired and is in good working order her manufactures warranty will be reinstated for the rangeThat being said we will not be honoring [redacted] ’s request for a replacement of the rangeIf [redacted] ’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plugIn the interim we have closed our case pending [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: It would have taking days to resolve this and for your information my husband who is a master plumber was in the ER that evening and did not return home until 4am Sunday morning This is just another way of Sears not acknowledging problems they have that are completely the same type of scenarioNow I want my money back, or half the money back,or pay for half of the new hot water heater that HAD TO BE INSTALLED BY NEXT DOOR NEIGHBORS ON SUNDAY HUSBAND WAS IN AN ACCIDENT I definitely want to be reimbursed my money back for the repair tech to come out and tell us, exactly what my husband already knew.PLEASE RESPOND IN A TIMELY MANNER, SEARS Sincerely, [redacted]
June 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local office for assistanceQuality Control Manager [redacted] responded that a refund for $has been processed under invoice [redacted] and should be received by Mr [redacted] in the next two weeks However, she denies that Mr [redacted] was ever offered a free dryer vent cleaning There is no documentation on record showing such an offer, so unless Mr [redacted] can produce written proof that he was offered a free dryer vent cleaning, none will be provided In the interim, since the refund Mr [redacted] was promised should be received shortly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
I will accept this response only if this problem is resolved according to my acceptance As soon as possible Revdex.com? I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me Sincerely, James [redacted]
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Miss Terina T [redacted] Dear Ms [redacted] We have completed the investigation of Miss T***’ complaint regarding her online order experience and her request for an immediate refund It is unfortunate that we failed Miss T***’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experiencedAfter contacting Sears Online, we advised that a refund needed to be processed since the local store closedAccordingly, a full refund of $was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within to business days or dependent upon each financial institutionAdditionally, we hope that in the future MsT [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsT***’ 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 C [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, Jackie P***
June 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the cancellation of his layaway It is unfortunate that we failed Mr [redacted] expectations when he recently used Sears’ layaway servicesWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, our store contacted Mr [redacted] to discuss his concerns and offered him $off the purchase price of the ring as a good will gesture Mr [redacted] declined this offer and indicated that he would wait for his refund check and make a different purchase At this time, we can only reiterate that we truly regret any inconvenience he may have experienced Mr [redacted] may contact Store Manager [redacted] at [redacted] if he has any further questions about this issue or his refund We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution was 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] ***
February 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Carla [redacted] Dear Ms [redacted] : We have completed the investigation of MsMurray’s complaint regarding her request to have her co-pay waived since she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressedAs clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their fundsSo there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms [redacted] Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was dueWe have asked the service unit to waive this and not have Ms [redacted] billed since she did not payIf for some reason Ms [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removedIn the interim, since we do not show we are currently billing her and the repair was completed, 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana [redacted] @searshc.com
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Dianne E [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustrations with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cardsHowever, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mailAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Judith [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her chair If Ms [redacted] will contact TSY Services at (800) 585-she should be able to receive a replacement chair if the screw is broken as she saysIf that is not the case, I ask that she contact me via email at [redacted] @searshc.com during business shours and I will work with her to resolve We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/04/12) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 12, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected We apologize that [redacted] refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe would like to note that [redacted] refrigerator from one of our outlet stores on March 20, and she is currently with in her return or exchange periodThat being said, our technician came to repair the refrigerator on April 10, and found that the refrigerator is not freezing well and that he compressor is loudNo parts were ordered as [redacted] opted instead for a replacementOur offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement [redacted] originally purchased this refrigerator for $1,and she has this amount to use towards the purchase of a new refrigeratorHer same refrigerator, item# [redacted] currently sells for $2, [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for herOnce she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for herThat being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding an oven purchased from SearsThe oven purchased by Ms [redacted] arrived and was picked up by our installer and was delivered to her homeUpon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fitIn the end Ms [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refundThat said, the refund in the amount of $was processed back to Ms [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-days of processingAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diomaris [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that a technician was dispatched to the [redacted] home on August 13, While at the home the technician tested the washer which was found to be operating as designedThe technician also explained washer cycles so the operation of the washer was better understoodThe washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedSince the washer does not meet the aforementioned criteria, it will not be replacedAdditionally, Ms [redacted] notes she would like to be reimbursed for all the monies spent at the laundromatWe feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairsThere have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicableAt this time, since we have noted our response to Ms [redacted] complaint, we ask that 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX August 4, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events detailed in his complaintWe 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 avertedAfter researching his online order, we found that a full refund for the first order was processed on July 10, 2015, under return receipt number XXXXXXXXXXXX for $and XXXXXXXXXXXX for $Finally, we verified that an online agent offered a maximum of 20% off the new order of the PlayStationTherefore, we processed an adjustment honoring the same price of $plus 20% for a total of $which was credited back to Mr [redacted] 's Sears MC account ending in For Mr [redacted] 's records the adjustment receipt number is XXXXXXXXXXXXThis credit should reflect in Mr [redacted] 's account within 3-business daysIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want you to just be aware your representatives where extremely rude and lied to me about the shipment of the package and gave there word it would be on timeWhen I was reordering they said I had to get a $play station and would not honor the price of the first one all they could do was 20% off the women would not let me speak to anyone else it was extremely frustrating!
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator In regard to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr***’s claim number is [redacted] and her adjuster is [redacted] who may be reached during business hours at ( [redacted] [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] ***, who will handle from hereRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesAt this time, Ms [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworkerAs stated above, although we empathize with Ms***’s frustrations, we are not in a position to assist her with any damage related matters per [redacted] 's protocolWhen we spoke with Ms [redacted] she indicated that she had paid someone approximately $to drain her old tank, remove it and do some basic cleanupMs***’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attachedAs a courtesy, we have applied the amount that may have been provided to Ms [redacted] for installation services towards the draining/cleanup cost and a check for $has been sent to her home addressThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]