[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her blower. Our records show that Ms. [redacted] was...
authorized a gift card on January 27, 2017 for the blower and this card was used on March 3, 2017. Ms. [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms. [redacted] did get the gift card and used it for a new blower we have closed this case. We apologize to Ms. [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]
I don't agree that I was well outside the 30 day return. 5 days to be exact. I used th stroller on my vacation that I had returned from on the 4 th. I flew the stroller all the way home to return to Kmart.The item I was returning was stroller not a lawn mower. Another example of great customer service. I understand that I can contact summer for manufacture issues. However I would expect that Kmart whom sold the product would like to make returns easy for customers. This is also not the first issue that I have had with Kmart. I would like a refund. I can't believe that this cooperation is making such an issue over 50$. To provide customer service.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Josie [redacted]
June 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the results of our investigation, we are unable to grant her request to listen to the recorded call as these are the property of Sears Holdings Corporation and are not released to the general public. This case remains 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]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Sherry [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the pricing of some items she...
wished to purchase recently. Store Manager Raimi [redacted] provided the following response: I have spoken with Ms. [redacted] regarding this issue. It was discovered that the item in question were pet waste bags and the colored ones are clearly marked as being much higher priced than the plain colored version. We apologize if this was not clear. I encourage Ms. [redacted] to ask for myself or the manager on duty if she should have any further concerns while visiting the store. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. Again, we apologize to Ms. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
Complaint: [redacted]
I am rejecting this response because:
When you purchase an item for a father's day present you can't give it early.
Sincerely,
[redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her freezer. It is unfortunate...
that we failed Ms. [redacted] expectations in regard to her freezer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we reviewed the notes in our service system. Ms. [redacted] has had three service calls completed; however, parts were only replaced once. During two of the service calls, the technician cleaned the drain, which is actually a maintenance issue and not a problem caused by a failed part. While we understand that Ms. [redacted] is dissatisfied with her freezer, she is not entitled to a refund. The unit was purchased nearly a year ago and per Sears’ Return Policy, a refund or exchange can only be provided within 30 days of purchase. With that said, as a courtesy, we have processed a refund of the service fee Ms. [redacted] was charged in September - $42.50. Ms. [redacted] should receive a check in the next two weeks. Since we have completed the repair to Ms. [redacted] freezer, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 19, 2018
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Michael C[redacted]
Dear [redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction that the repair of his snow...
thrower was not completed in a timely manner.
Firstly, we would like to apologize for any inconvenience or frustration that Mr. C[redacted] may have experienced. We reviewed the service order notes and on January 26, 2018 our technician ordered a battery for the snow thrower. Regrettably, the battery was listed as no longer available and a parts research request was submitted. As clarification, when we receive notification from the manufacturer that a part is on back order or is no longer available, we have our parts research team located the part from an alternate source. On February 21, 2018 the battery was located and ordered for Mr. C[redacted] snow thrower; it was delivered on February 28, 2018. We contacted Mr. C[redacted], and he confirmed that he received the battery and the snow thrower is operation. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delivery and installation of the built-in...
oven he purchased. Upon receipt of [redacted] complaint we reviewed the order notes related to the purchase of his oven. According to our notes, the delivery delays were considered manufacturer delays. As clarification, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. The initial oven that [redacted] purchased had several manufacturer delays, until we received notification from the manufacturer that the item was no longer available and the order was cancelled. [redacted] was informed that he had to reselect another model. Unfortunately, this model also had manufacturer delays and delivery had to be rescheduled. Furthermore, the installation contractor will schedule a tentative installation date in line with the expected delivery date. If a unit is delayed, then the installer is notified of the delay in order to postpone installation. Our records indicate that [redacted]’s oven was delivered on February 22, 2016. Regrettably, the power cord was damaged and had to be repaired. On March 3, 2016 the power cord on the oven was repaired and the installation was completed on March 7, 2016. With that being said, since we have addressed the concerns brought forth in [redacted]’s complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lawanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. It is first...
important to note that on November 11, 2016 at 9.57am, Ms. [redacted] spoke with Ms. [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washer. Ms. [redacted] informed Ms. [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washer. Additionally, when a covered item is eligible for replacement, we do not provide a voucher. Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. The MPA was purchased on June 22, 2016 and to date there is only one service call that would count towards replacement. We would like to add that a new backsplash and timer were installed on November 11, 2016. Once the aforementioned parts were installed the washer was tested and was found to be operating as designed. Since we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]omplaint regarding Sears Home Services. Upon researching...
Mr. [redacted]omplaint, we found that the last and only repair to his dryer was completed on September 8, 2016. The notes indicate that the technician installed a new drum, tested the unit and closed the service order indicating that the dryer was working properly. If there had been further issues with the dryer it is our contention that Mr. [redacted] would have scheduled another appointment, as our repairs carry a 90-day service guarantee. Also, we found no notes promising Mr. [redacted] any refund or other monetary compensation. Lastly, we were able to confirm that the old drum was removed from Mr. [redacted] home. With that said, based upon our findings, we are unable to honor Mr. [redacted] request for a refund. Therefore, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We would first like to advise Ms. [redacted] that since she has brought her concerns to the Revdex.com, any correspondence that is sent to Sears Holdings Corporation (SHC) will be directed to our offices. We are committed to providing a response, on behalf of SHC, to the Revdex.com with the knowledge that it will be made available to Ms. Lambert. After receiving this matter we researched the order and processed return labels to resolve this matter. Unfortunately, Ms. [redacted] did not give us an chance to assist her as she stated that she returned the items and paid out of pocket $18.85. We sent an email correspondence to Ms. [redacted] on February 20, 2017, asking that she provide us with the tracking numbers for the merchandise she returned. We explained that once the order has been verified, a refund would be issued. Additionally, we asked that she provide a copy of her receipt for the labels so that we could issue reimbursement for the amount she paid out of pocket. We have not received a response from Ms. [redacted] to date. Ms. [redacted] may email the information we need to [redacted] so that we can ensure that a refund is processed. In the interim, we respectfully ask to have 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kimberly S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding the Sears Home Warranty. We would first like to point...
out that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. S[redacted] contract. We were informed by CCHS of the following: “We have reimbursed a partial refund of $59.37 to the customer. The balance of the premium is $220.59 and as a courtesy, we are in the process of reimbursing this as well.” If Ms. S[redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted]-B[redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case. We apologize to Ms. S[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S[redacted]
December 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B[redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B[redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B[redacted] was assisted by Executive Member Services Representative Heather M[redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M[redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Pamela M[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her damaged refrigerator door. We do show that a...
door has been ordered for Ms. [redacted] refrigerator but will not be available until February 2017. Ms. [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closed. Ms. [redacted] can always rebuttal if she needs to. We apologize to Ms. [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]
February 22, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11994734 – James J. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order...
experience and request for a replacement or refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by SeaofDiamonds.com located at [redacted], Los Angeles CA 90014, 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 site. For Mr. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in the order, we found that Sears Online issued a return UPS tracking number [redacted] on February 20, 2017, so Mr. [redacted] can return the item for a refund. In addition, as a gesture of goodwill for the inconvenience, Sears issued 10,000 base Shop Your Way Rewards points ($10.00 value) into Mr. [redacted]’s Shop Your Way account. In closure, since Sears coordinated a return with the seller, Sea of Diamonds on Mr. [redacted]’s behalf, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Keyola L. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an alleged billing...
discrepancy. According to our records, Ms. [redacted] was charged $38.56 on her card and used $10.55 in points for sales check 78406498455000, which was the activity desk. On sales check 78406496885000, which was for the expansion pack, she paid $8.19 on her card and used $2.24 worth of points. This would add up to $46.75 total charged on her card. Her order confirmation confirms this as well. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: First: There is NO"Mrs. Prado" involved! It is me, MRL. [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator. On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him. On January 13, at 11:15 a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:00 p.m. I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back. To date, I have not received a call back from him. And most certainly I have NOT spoken to anyone from Sears. Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday. I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid. Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call. When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it. If they had told me that initially, I would perhaps had contacted some other service company. My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire. That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before. Sears is being UNTRUTHFUL in their response to you. Other than the message he left, when I was away from home, I have not spoken with anyone from Sears.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/09/25) */
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with the refrigerator failed sooner than she expected and the problems she encountered with the return process.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator and we apologize that her refrigerator failed soon after delivery. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We value Mr. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint regarding the return process. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that the refrigerator was picked up for the return on September 15, 2015. We issued a credit of $647.87 to Ms. [redacted] credit card on September 17, 2015. With that being said, since we have addressed Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Leona C[redacted] W[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her blower. Our records show that Ms. [redacted] was...
authorized a gift card on January 27, 2017 for the blower and this card was used on March 3, 2017. Ms. [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms. [redacted] did get the gift card and used it for a new blower we have closed this case. We apologize to Ms. [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]
I don't agree that I was well outside the 30 day return. 5 days to be exact. I used th stroller on my vacation that I had returned from on the 4 th. I flew the stroller all the way home to return to Kmart.The item I was returning was stroller not a lawn mower. Another example of great customer service. I understand that I can contact summer for manufacture issues. However I would expect that Kmart whom sold the product would like to make returns easy for customers. This is also not the first issue that I have had with Kmart. I would like a refund. I can't believe that this cooperation is making such an issue over 50$. To provide customer service.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Josie [redacted]
June 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the results of our investigation, we are unable to grant her request to listen to the recorded call as these are the property of Sears Holdings Corporation and are not released to the general public. This case remains 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]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Sherry [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the pricing of some items she...
wished to purchase recently. Store Manager Raimi [redacted] provided the following response: I have spoken with Ms. [redacted] regarding this issue. It was discovered that the item in question were pet waste bags and the colored ones are clearly marked as being much higher priced than the plain colored version. We apologize if this was not clear. I encourage Ms. [redacted] to ask for myself or the manager on duty if she should have any further concerns while visiting the store. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. Again, we apologize to Ms. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
Complaint: [redacted]
I am rejecting this response because:
When you purchase an item for a father's day present you can't give it early.
Sincerely,
[redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her freezer. It is unfortunate...
that we failed Ms. [redacted] expectations in regard to her freezer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we reviewed the notes in our service system. Ms. [redacted] has had three service calls completed; however, parts were only replaced once. During two of the service calls, the technician cleaned the drain, which is actually a maintenance issue and not a problem caused by a failed part. While we understand that Ms. [redacted] is dissatisfied with her freezer, she is not entitled to a refund. The unit was purchased nearly a year ago and per Sears’ Return Policy, a refund or exchange can only be provided within 30 days of purchase. With that said, as a courtesy, we have processed a refund of the service fee Ms. [redacted] was charged in September - $42.50. Ms. [redacted] should receive a check in the next two weeks. Since we have completed the repair to Ms. [redacted] freezer, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 19, 2018
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Michael C[redacted]
Dear [redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction that the repair of his snow...
thrower was not completed in a timely manner.
Firstly, we would like to apologize for any inconvenience or frustration that Mr. C[redacted] may have experienced. We reviewed the service order notes and on January 26, 2018 our technician ordered a battery for the snow thrower. Regrettably, the battery was listed as no longer available and a parts research request was submitted. As clarification, when we receive notification from the manufacturer that a part is on back order or is no longer available, we have our parts research team located the part from an alternate source. On February 21, 2018 the battery was located and ordered for Mr. C[redacted] snow thrower; it was delivered on February 28, 2018. We contacted Mr. C[redacted], and he confirmed that he received the battery and the snow thrower is operation. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delivery and installation of the built-in...
oven he purchased. Upon receipt of [redacted] complaint we reviewed the order notes related to the purchase of his oven. According to our notes, the delivery delays were considered manufacturer delays. As clarification, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. The initial oven that [redacted] purchased had several manufacturer delays, until we received notification from the manufacturer that the item was no longer available and the order was cancelled. [redacted] was informed that he had to reselect another model. Unfortunately, this model also had manufacturer delays and delivery had to be rescheduled. Furthermore, the installation contractor will schedule a tentative installation date in line with the expected delivery date. If a unit is delayed, then the installer is notified of the delay in order to postpone installation. Our records indicate that [redacted]’s oven was delivered on February 22, 2016. Regrettably, the power cord was damaged and had to be repaired. On March 3, 2016 the power cord on the oven was repaired and the installation was completed on March 7, 2016. With that being said, since we have addressed the concerns brought forth in [redacted]’s complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lawanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. It is first...
important to note that on November 11, 2016 at 9.57am, Ms. [redacted] spoke with Ms. [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washer. Ms. [redacted] informed Ms. [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washer. Additionally, when a covered item is eligible for replacement, we do not provide a voucher. Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. The MPA was purchased on June 22, 2016 and to date there is only one service call that would count towards replacement. We would like to add that a new backsplash and timer were installed on November 11, 2016. Once the aforementioned parts were installed the washer was tested and was found to be operating as designed. Since we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]omplaint regarding Sears Home Services. Upon researching...
Mr. [redacted]omplaint, we found that the last and only repair to his dryer was completed on September 8, 2016. The notes indicate that the technician installed a new drum, tested the unit and closed the service order indicating that the dryer was working properly. If there had been further issues with the dryer it is our contention that Mr. [redacted] would have scheduled another appointment, as our repairs carry a 90-day service guarantee. Also, we found no notes promising Mr. [redacted] any refund or other monetary compensation. Lastly, we were able to confirm that the old drum was removed from Mr. [redacted] home. With that said, based upon our findings, we are unable to honor Mr. [redacted] request for a refund. Therefore, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We would first like to advise Ms. [redacted] that since she has brought her concerns to the Revdex.com, any correspondence that is sent to Sears Holdings Corporation (SHC) will be directed to our offices. We are committed to providing a response, on behalf of SHC, to the Revdex.com with the knowledge that it will be made available to Ms. Lambert. After receiving this matter we researched the order and processed return labels to resolve this matter. Unfortunately, Ms. [redacted] did not give us an chance to assist her as she stated that she returned the items and paid out of pocket $18.85. We sent an email correspondence to Ms. [redacted] on February 20, 2017, asking that she provide us with the tracking numbers for the merchandise she returned. We explained that once the order has been verified, a refund would be issued. Additionally, we asked that she provide a copy of her receipt for the labels so that we could issue reimbursement for the amount she paid out of pocket. We have not received a response from Ms. [redacted] to date. Ms. [redacted] may email the information we need to [redacted] so that we can ensure that a refund is processed. In the interim, we respectfully ask to have 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kimberly S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding the Sears Home Warranty. We would first like to point...
out that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. S[redacted] contract. We were informed by CCHS of the following: “We have reimbursed a partial refund of $59.37 to the customer. The balance of the premium is $220.59 and as a courtesy, we are in the process of reimbursing this as well.” If Ms. S[redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted]-B[redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case. We apologize to Ms. S[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S[redacted]
December 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B[redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B[redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B[redacted] was assisted by Executive Member Services Representative Heather M[redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M[redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Pamela M[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her damaged refrigerator door. We do show that a...
door has been ordered for Ms. [redacted] refrigerator but will not be available until February 2017. Ms. [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closed. Ms. [redacted] can always rebuttal if she needs to. We apologize to Ms. [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]
February 22, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11994734 – James J. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order...
experience and request for a replacement or refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by SeaofDiamonds.com located at [redacted], Los Angeles CA 90014, 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 site. For Mr. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in the order, we found that Sears Online issued a return UPS tracking number [redacted] on February 20, 2017, so Mr. [redacted] can return the item for a refund. In addition, as a gesture of goodwill for the inconvenience, Sears issued 10,000 base Shop Your Way Rewards points ($10.00 value) into Mr. [redacted]’s Shop Your Way account. In closure, since Sears coordinated a return with the seller, Sea of Diamonds on Mr. [redacted]’s behalf, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Keyola L. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an alleged billing...
discrepancy. According to our records, Ms. [redacted] was charged $38.56 on her card and used $10.55 in points for sales check 78406498455000, which was the activity desk. On sales check 78406496885000, which was for the expansion pack, she paid $8.19 on her card and used $2.24 worth of points. This would add up to $46.75 total charged on her card. Her order confirmation confirms this as well. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: First: There is NO"Mrs. Prado" involved! It is me, MRL. [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator. On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him. On January 13, at 11:15 a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:00 p.m. I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back. To date, I have not received a call back from him. And most certainly I have NOT spoken to anyone from Sears. Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday. I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid. Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call. When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it. If they had told me that initially, I would perhaps had contacted some other service company. My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire. That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before. Sears is being UNTRUTHFUL in their response to you. Other than the message he left, when I was away from home, I have not spoken with anyone from Sears.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/09/25) */
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with the refrigerator failed sooner than she expected and the problems she encountered with the return process.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator and we apologize that her refrigerator failed soon after delivery. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We value Mr. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint regarding the return process. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that the refrigerator was picked up for the return on September 15, 2015. We issued a credit of $647.87 to Ms. [redacted] credit card on September 17, 2015. With that being said, since we have addressed Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Leona C[redacted] W[redacted]