Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Alexandre [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs...
of his dishwasher.
We have reviewed Mr. [redacted] service history and our records show that his dishwasher was purchased on July 15, 2016 and that 2 repair attempts have been made to fix the unit. Due to the age of the dishwasher, we have agreed to exchange Mr. [redacted] dishwasher per his request. We have rung exchange salescheck# 099119019355 with a delivery date of September 2, 2016. Installation will occur separately after that date and Mr. [redacted] will receive a call from our installation department within 24 hours after delivery to schedule a delivery date and time. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
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.
September 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. V[redacted] We have reviewed Ms. V[redacted] rebuttal complaint to the response provided and her request for an additional credit. We have reviewed Ms. V[redacted] rebuttal, and would like to clarify that the amount that has been provided already included the sales tax refund of $114.10. However, to resolve this matter we have decided to process the adjustment amount of $120.00 as stated in Ms. V[redacted] rebuttal complaint. The credit of $120.00 will post to her [redacted]Card account within 3 to 5 business days from today’s date or September 26, 017. Since we have honored Ms. V[redacted] request, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. I want to note that I offered to provide the refund Mr. [redacted] was seeking in my response. His reply did not indicate whether he wished for me to proceed with setting up his refund, but I also asked that he email me if he wanted to. I have not received anything from him. I will make one final offer as a gesture of good will. I will provide Mr. [redacted] with a 50% discount if he wishes to keep the mattress as is or I will allow him to select a different model with a selling price greater of up to $100.00 more than what he paid at no additional cost to him. If he does not like either alternative, we will pick up the mattress and provide him with a refund. I respectfully ask that Mr. [redacted] email me promptly with his decision. In light of the aforementioned information, I respectfully ask that this matter remain 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 [redacted]
[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 snow thrower. Mr. [redacted] stated he had a third party...
service company repair his snow thrower and had cancelled his service agreement since we were not able to repair his snow thrower at his expectations therefore we have closed this case. 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]
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,
Andrea [redacted]
[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 Sears Home Services and repairs to her refrigerator. [redacted]...
Sears Hometown Stores Sales Director provided the following response: On Thursday, February 16, 2017, an exchange of Ms. [redacted] refrigerator was processed. Ms. [redacted] new Kenmore Elite refrigerator has been ordered and is scheduled to be delivered to the home on Thursday, February 23, 2017. If Ms. [redacted] has any questions regarding her exchange, she can contact the Sears in Rock Springs by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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 concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Iris [redacted]
February 10, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11948738 – Natalia [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted]’s complaint because she is disputing a charge by Kmart on her...
debit card that occurred when the register froze that resulted in an incomplete purchase transaction.
We apologize for the delay in responding to this complaint. We contacted Ms. [redacted] and she stated that she used two separate debit cards for the transaction. She stated that she was refunded by her bank on one of the debit cards; however, she had not received the $20 refund on the second debit card. We researched the credit card numbers through our system. We informed Ms. [redacted] that there was no charge history listed for January 19, 2017. Ms. [redacted] provided bank documentation confirming a $20 charge from Kmart that posted on January 19, 2017.
We forwarded this matter to the Store Manager to issue Ms. [redacted] a $20 refund and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete the process. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted].
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
February 24, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease receiving...
promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program, and those do not have the same unsubscribe feature. This is because there are ramifications that result from not having a valid email address associated with this member reward program and we want to make sure a customer is aware of this before having it removed. Specifically, accounts that do not have a valid email address cannot accrue “bonus” points. These are special promotional awards that are above the ones earned on every dollar spent. Additionally, without a valid email address a consumer would not be alerted in advance prior to the expiration of any points earned. For this reason, the consumer can either update their profile indicating how often they would like to be emailed, and what types of emails they would like to receive or they can contact us directly to make that request or to have their email address removed from their account. A SYWR email might have information at the bottom like this: “*Members earn points on qualifying purchases, excluding sales taxes and other fees. Subject to full program terms available at [redacted]. Must remain opted-in to receiving promotional emails from Shop Your Way Rewards? to earn bonus points. Bonus points are inclusive of, and not in addition to, any base points earned on qualifying purchases. When bonus point offers are combined, total points earned will be less than the combined point totals for each individual offer. See [redacted] for details. If you believe you received this email in error, contact us at Shop Your Way Rewards?, [redacted] where our helpful staff will verify your enrollment in our rewards program.” Or it might have information like this: The email you have received is from Shop Your Way Rewards?. Click the "Unsubscribe" button to stop receiving this email.By unsubscribing from Shop Your Way Rewards promotional emails, you will no longer be a Bonus Member, eligible for Bonus Point Offers (2X, 5X, 10X, etc.) in store and online.” We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. With that said, in Ms. [redacted] case, we discovered there was an actual problem with our vendor that sends out our promotional emails. Our records reflected that she did in fact unsubscribe and that the request went through successfully. However, we found that one single program set up by the vendor the end of December, had resulted in reactivation emails that were initially checked against the unsubscribe on the first email, but not on subsequent ones. This does mean that we inadvertently sent Ms. [redacted] emails that we did not intend to send her. After the error was identified it took us a little while to have it corrected, but as of February 17, 2016, we have been assured by our vendor that the issue has now been addressed; so at this point Ms. [redacted] should not receive any further emails. If in fact she does, I would ask her to forward them to me at [redacted] so that we can determine where they are coming from. Lastly, because Ms. [redacted] was instrumental in helping us identify this system issue by sending us her valuable feedback, we would like to send her a gift card for $50.00 as an expression of our appreciation and also as an apology for the frustration this issue may have caused her. We were hesitant though in emailing or calling her with this offer considering the prior contacts we had made that led to this complaint. If she would like to have us send this to her via regular mail (takes about 2-3 weeks to arrive) she is welcome to email me at the address referenced above or call me at [redacted]. In the interim, since we were able to identify the issue that was causing the emails to be sent, and it is our understanding they have now been stopped, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Dial [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
March 6, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Harry L [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his necklace after the 30-day return period.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that with the quality of the necklace the fact remains that the return period has expired and he did not purchase a jewelry care plan. As far as Mr. [redacted] request for refund is concerned, we did not find that this was warranted, particularly since the store manager offered to repair the necklace at no charge. As this decision is commensurate to the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct [email protected]
August 9, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Deborah [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online issued a new physical gift card of $75.00 and mailed it to the address listed on the order on July 28, 2016. It normally takes 7 to 10 business days to receive in the mail. Ms. [redacted] should receive the card in the mail by August 11, 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 a new card has been mailed to Ms. [redacted], 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 Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a...
replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. 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]
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.
First, we would like to apologize to Ms. [redacted] for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms. [redacted]'a refrigerator was not deemed un-repairable, due to the length of time the repair has been on going, our office authorized a replacement. After reviewing the features of Ms. [redacted] current refrigerator, it was determined that $999.99 would provide her with a comparable replacement. Regina Goode with unit 7385 advised Ms. [redacted] of the replacement on October 21, 2015. Per the conversation, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (919) 885-2889, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. Furthermore, the Master Protection Agreement (MPA) she carries on her current refrigerator should transfer to the new unit after delivery and run concurrently with the manufacturer's warranty; then, provided additional coverage until September 10, 2017. With that said, since an equitable resolution is being provided for Ms. [redacted], we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
April 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the cancellation of her...
order and non-receipt of a refund after cancellation. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Ms[redacted] filed a credit dispute due to the delay of her refund for her cancelled order. Her credit provider reversed the original charge and this action was approved by Sears. Therefore, Ms[redacted] will not see a refund directly from Sears on her statement. Additionally, our records show that sears.com issued a refund of 49,000 points to Ms. [redacted] Shop Your Way Rewards account on March 13, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and no further resolution can be offered at this time. 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 28, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Harry L [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his necklace 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. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. 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...” Since Mr. [redacted] made his purchase on December 23, 2016, and then tried to return it on February 9, 2017 he was clearly over the 30-day “hassle-free” return period.
As a good-will gesture, the store manager offered to repair the necklace at no charge even though the [redacted] declined to purchase a jewelry care plan; however, Mr. [redacted] declined the repair and stated that the only thing he would accept is a refund. Unfortunately, that is not an option available to him. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Hope to have a better experience from the repair people for all of my appliances. Please also understand that I am a male customer as such, I should be addressed as Mr. [redacted].
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to keep the difference if the price of the refrigerator I go and choose is not quite $999.99. I have spent a lot of extra money on food because I could not freeze anything. We have eaten out a lot. I...
have had to buy things to cook that could be refrigerated for a couple of days.
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Alexandre [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs...
of his dishwasher.
We have reviewed Mr. [redacted] service history and our records show that his dishwasher was purchased on July 15, 2016 and that 2 repair attempts have been made to fix the unit. Due to the age of the dishwasher, we have agreed to exchange Mr. [redacted] dishwasher per his request. We have rung exchange salescheck# 099119019355 with a delivery date of September 2, 2016. Installation will occur separately after that date and Mr. [redacted] will receive a call from our installation department within 24 hours after delivery to schedule a delivery date and time. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
September 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. V[redacted] We have reviewed Ms. V[redacted] rebuttal complaint to the response provided and her request for an additional credit. We have reviewed Ms. V[redacted] rebuttal, and would like to clarify that the amount that has been provided already included the sales tax refund of $114.10. However, to resolve this matter we have decided to process the adjustment amount of $120.00 as stated in Ms. V[redacted] rebuttal complaint. The credit of $120.00 will post to her [redacted]Card account within 3 to 5 business days from today’s date or September 26, 017. Since we have honored Ms. V[redacted] request, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Hello -
Today I received a gift card refund from Sears.
Thank you for anything you may have done to expedite this.
[redacted]
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. I want to note that I offered to provide the refund Mr. [redacted] was seeking in my response. His reply did not indicate whether he wished for me to proceed with setting up his refund, but I also asked that he email me if he wanted to. I have not received anything from him. I will make one final offer as a gesture of good will. I will provide Mr. [redacted] with a 50% discount if he wishes to keep the mattress as is or I will allow him to select a different model with a selling price greater of up to $100.00 more than what he paid at no additional cost to him. If he does not like either alternative, we will pick up the mattress and provide him with a refund. I respectfully ask that Mr. [redacted] email me promptly with his decision. In light of the aforementioned information, I respectfully ask that this matter remain 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 [redacted]
[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 snow thrower. Mr. [redacted] stated he had a third party...
service company repair his snow thrower and had cancelled his service agreement since we were not able to repair his snow thrower at his expectations therefore we have closed this case. 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]
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,
Andrea [redacted]
[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 Sears Home Services and repairs to her refrigerator. [redacted]...
Sears Hometown Stores Sales Director provided the following response: On Thursday, February 16, 2017, an exchange of Ms. [redacted] refrigerator was processed. Ms. [redacted] new Kenmore Elite refrigerator has been ordered and is scheduled to be delivered to the home on Thursday, February 23, 2017. If Ms. [redacted] has any questions regarding her exchange, she can contact the Sears in Rock Springs by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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 concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Iris [redacted]
February 10, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11948738 – Natalia [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted]’s complaint because she is disputing a charge by Kmart on her...
debit card that occurred when the register froze that resulted in an incomplete purchase transaction.
We apologize for the delay in responding to this complaint. We contacted Ms. [redacted] and she stated that she used two separate debit cards for the transaction. She stated that she was refunded by her bank on one of the debit cards; however, she had not received the $20 refund on the second debit card. We researched the credit card numbers through our system. We informed Ms. [redacted] that there was no charge history listed for January 19, 2017. Ms. [redacted] provided bank documentation confirming a $20 charge from Kmart that posted on January 19, 2017.
We forwarded this matter to the Store Manager to issue Ms. [redacted] a $20 refund and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete the process. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted].
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
February 24, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease receiving...
promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program, and those do not have the same unsubscribe feature. This is because there are ramifications that result from not having a valid email address associated with this member reward program and we want to make sure a customer is aware of this before having it removed. Specifically, accounts that do not have a valid email address cannot accrue “bonus” points. These are special promotional awards that are above the ones earned on every dollar spent. Additionally, without a valid email address a consumer would not be alerted in advance prior to the expiration of any points earned. For this reason, the consumer can either update their profile indicating how often they would like to be emailed, and what types of emails they would like to receive or they can contact us directly to make that request or to have their email address removed from their account. A SYWR email might have information at the bottom like this: “*Members earn points on qualifying purchases, excluding sales taxes and other fees. Subject to full program terms available at [redacted]. Must remain opted-in to receiving promotional emails from Shop Your Way Rewards? to earn bonus points. Bonus points are inclusive of, and not in addition to, any base points earned on qualifying purchases. When bonus point offers are combined, total points earned will be less than the combined point totals for each individual offer. See [redacted] for details. If you believe you received this email in error, contact us at Shop Your Way Rewards?, [redacted] where our helpful staff will verify your enrollment in our rewards program.” Or it might have information like this: The email you have received is from Shop Your Way Rewards?. Click the "Unsubscribe" button to stop receiving this email.By unsubscribing from Shop Your Way Rewards promotional emails, you will no longer be a Bonus Member, eligible for Bonus Point Offers (2X, 5X, 10X, etc.) in store and online.” We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. With that said, in Ms. [redacted] case, we discovered there was an actual problem with our vendor that sends out our promotional emails. Our records reflected that she did in fact unsubscribe and that the request went through successfully. However, we found that one single program set up by the vendor the end of December, had resulted in reactivation emails that were initially checked against the unsubscribe on the first email, but not on subsequent ones. This does mean that we inadvertently sent Ms. [redacted] emails that we did not intend to send her. After the error was identified it took us a little while to have it corrected, but as of February 17, 2016, we have been assured by our vendor that the issue has now been addressed; so at this point Ms. [redacted] should not receive any further emails. If in fact she does, I would ask her to forward them to me at [redacted] so that we can determine where they are coming from. Lastly, because Ms. [redacted] was instrumental in helping us identify this system issue by sending us her valuable feedback, we would like to send her a gift card for $50.00 as an expression of our appreciation and also as an apology for the frustration this issue may have caused her. We were hesitant though in emailing or calling her with this offer considering the prior contacts we had made that led to this complaint. If she would like to have us send this to her via regular mail (takes about 2-3 weeks to arrive) she is welcome to email me at the address referenced above or call me at [redacted]. In the interim, since we were able to identify the issue that was causing the emails to be sent, and it is our understanding they have now been stopped, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Dial [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
Sears has satisfied our concerns.
Sent from my iPad
March 6, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Harry L [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his necklace after the 30-day return period.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that with the quality of the necklace the fact remains that the return period has expired and he did not purchase a jewelry care plan. As far as Mr. [redacted] request for refund is concerned, we did not find that this was warranted, particularly since the store manager offered to repair the necklace at no charge. As this decision is commensurate to the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[email protected]
August 9, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Deborah [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online issued a new physical gift card of $75.00 and mailed it to the address listed on the order on July 28, 2016. It normally takes 7 to 10 business days to receive in the mail. Ms. [redacted] should receive the card in the mail by August 11, 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 a new card has been mailed to Ms. [redacted], 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 Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a...
replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. 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]
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.
First, we would like to apologize to Ms. [redacted] for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms. [redacted]'a refrigerator was not deemed un-repairable, due to the length of time the repair has been on going, our office authorized a replacement. After reviewing the features of Ms. [redacted] current refrigerator, it was determined that $999.99 would provide her with a comparable replacement. Regina Goode with unit 7385 advised Ms. [redacted] of the replacement on October 21, 2015. Per the conversation, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (919) 885-2889, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. Furthermore, the Master Protection Agreement (MPA) she carries on her current refrigerator should transfer to the new unit after delivery and run concurrently with the manufacturer's warranty; then, provided additional coverage until September 10, 2017. With that said, since an equitable resolution is being provided for Ms. [redacted], we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
April 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the cancellation of her...
order and non-receipt of a refund after cancellation. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Ms[redacted] filed a credit dispute due to the delay of her refund for her cancelled order. Her credit provider reversed the original charge and this action was approved by Sears. Therefore, Ms[redacted] will not see a refund directly from Sears on her statement. Additionally, our records show that sears.com issued a refund of 49,000 points to Ms. [redacted] Shop Your Way Rewards account on March 13, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and no further resolution can be offered at this time. 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 28, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Harry L [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his necklace 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. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. 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...” Since Mr. [redacted] made his purchase on December 23, 2016, and then tried to return it on February 9, 2017 he was clearly over the 30-day “hassle-free” return period.
As a good-will gesture, the store manager offered to repair the necklace at no charge even though the [redacted] declined to purchase a jewelry care plan; however, Mr. [redacted] declined the repair and stated that the only thing he would accept is a refund. Unfortunately, that is not an option available to him. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Hope to have a better experience from the repair people for all of my appliances. Please also understand that I am a male customer as such, I should be addressed as Mr. [redacted].
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to keep the difference if the price of the refrigerator I go and choose is not quite $999.99. I have spent a lot of extra money on food because I could not freeze anything. We have eaten out a lot. I...
have had to buy things to cook that could be refrigerated for a couple of days.