March 28, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a refund in cash. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We have worked with Sears.com and processed a return for Mr. [redacted] on Saturday March 18, 2017. We tried to contact Mr. [redacted] and he has not responded to my voicemails as of yet. I have recently reach out to Mr. [redacted] again and left a voice message. We are currently awaiting a response from Mr. [redacted]. The funds are available to Mr. [redacted] at our Store Unit [redacted] located at [redacted]. Lufkin, TX 75904. I will continue to reach out to Mr. [redacted] to resolve his concerns. Mr. [redacted] may also contact me directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
October 6, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 9[redacted] / Karen [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves as a response to Ms. [redacted] Revdex.com update provided on 9/24/2015. I emailed Ms. [redacted] on 9/24/2015 in an attempt to reach her to schedule a good time to discuss her concerns due to the time zone difference. I also called on 10/05/2015 and left voice messages on both numbers Ms. [redacted] has provided. I received an email response last night at 6:23 pm Eastern Standard time.
Ms. [redacted]' previous concerns listed in her original Revdex.com complaint stated that she has email correspondences in regards to a new sink. I requested that Ms. [redacted] send the email to me for my review. I did receive the email correspondence from Ms. [redacted], along with her dates of availability. I have reached out to the district office to coordinate an inspection day with Ms. [redacted]. In the meantime if Ms. [redacted] has any repair estimates of her own she would like to submit to me for my review I will be happy to look at them.
As far as [redacted] not getting back with Ms. [redacted] in a timely manner, I cannot speak for their process, but I will be happy to provide her with a contact so that she can discuss that with them. If you have any questions or concerns, please contact me at [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Karen [redacted]
March 1, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the charges he was...
assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that our PartsDirect business is operated separately from our Product Repair Services business and the latter business does not have any policy or promotion that advises that we would match any prices, external or internal, on parts or on labor With that said, since Mr. [redacted] had a Service Smart Agreement (SSA) there was not a choice involved since a repair would entail service providing the part. The price of that part was the same charge that would have been assessed whether Mr. [redacted] had an SSA with a $500.00 cap on the repair cost, a Master Protection Agreement that does not have a cap on the repair cost, a manufacturer’s warranty, or if it was a cash call not covered under any warranty or service contract. If the repair was not covered under the SSA, for instance if it was a part damaged through improper use, then the contract would provide a 25% discount on the part and labor but the other 75% would be an out-of-pocket expense rather than paid for under a service contract. In Mr. [redacted]’s case, the repair was covered so the only amount he owed was the amount over his $500.00 cap. This means the amount we collected above the $500.00 cap was a valid charge and as such, Mr. [redacted] would not be entitled to any refund. With that said, since we have explained how our pricing structure works on our Sears PartsDirect website versus our in-home repair service, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] rebuttal regarding a refrigerator purchased from Sears Outlet. We have added Mr. and Mrs. [redacted] rebuttal comments to their case. Additionally we have directed our gift card department to devalue the gift card since it will not be used per the comments noted in the [redacted] rebuttal. We apologize that we were not able to come to a resolution acceptable to Mr. and Mrs. [redacted], that said our file remains closed. We apologize to Mr. and Mrs. [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.
[redacted] was very helpful and was able to bring me not one but a second unit since the first replacement also leaked. I was very happy with the service she provided.
Sincerely,
[redacted]
November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10885875 – Gloria
Jean [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charges she was assessed to repair her range.We...
would first like to note that over the summer we
piloted a program to try to determine what part might be needed for a service
call so that we could arrange to have it there so that the consumer would not
have to have two service calls; the second call would traditionally be to
install any parts that were not readily available on the truck. We did
experience some issues with the pilot and have since discontinued it. In Ms. [redacted]’
case, it sounds like she might have been quoted the whole sale price for the
part, which is the price displayed on our Sears PartsDirect website. Those
parts are intended for do-it-yourselfers along with professional technicians
and they do not come with retail packaging or instructions. When we provide
parts from our in-home repair, they are at more of a retail pricing because we
have expenses built in to cover any shipping, warehousing, and potential
liability for the part itself. So the part in question through our PartsDirect
website would have been $277.31 with the tax and shipping applied and that same
part through our in-home service was $373.26. While we no longer have access to
the call to hear exactly what might have been said, since there were instances
of confusion where wrong prices for parts were quoted, we are willing to refund
Ms. [redacted]’ the difference between the price of the parts; this comes to
$95.95.Ms. [redacted] also mentions that she was quoted a lower
price for the actual installation of the part. For this portion we believe she
just did not understand how she would be charged. We say this because we did
not give this team, nor have we ever attempted, to quote prices for labor over
the phone. We have consistently given the same message, which is namely that
until a technician assesses the situation, we can only say that there will be a
minimum charge to visit the home and provide the estimate. If the estimate is
accepted, then only the charge of the estimate would be due, and if it is
declined, then only the minimum fee would be due. For range repairs in this
area the minimum fee is $115.00. Once the technician got to Ms. [redacted]’
home, he gave her an estimate that included a labor fee of $193.82 and she
accepted this fee, so no refund would be due. If she did not want to pay that
fee, then she could have declined our services. With that said, while we are willing to process the
refund for $95.95 for the difference in part prices, we need the full 16 digits
for the Visa card ending in 4621; the full account number is no longer viewable
in our system due to the length of time that has elapsed. Ms. [redacted] can
email me at Dana.[redacted]@searshc.com or call me at [redacted] to provide this information so that the refund can be
completed. In the interim, since we are willing to provide the price difference
between the part cost on our PartsDirect website and the price we charge for
in-home repair parts, we have closed our file pending Ms. [redacted]’ response.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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
[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 a refrigerator purchased from Sears. [redacted], Manager of the...
Carolina Sears provided the following response: On Saturday, October 22, 2016, Sears processed and exchange for Ms. [redacted]. If I can be of any further assistance to Ms. [redacted], she can reach me at the store, my number is [redacted] Since it is my understanding that Ms. [redacted] was satisfied with the actions taken to resolve her 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
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] - Erica R C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint. We would first like to point out that [redacted]...
[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] Services (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. C[redacted] contract. We reached out to CCHS and were informed that Ms. C[redacted] replair claim for her dishwasher was denied due to the service tech found the pump full of broken glass and debris per the Sears Home Warranty Terms and Conditions repairs due to mechanical failure only. IV. GENERAL EXCLUSIONS AND LIMITATIONS 3. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper installation; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. Since the needed repairs were due to improper maintenance they were denied. We show Ms. C[redacted] cancelled her warranty. Since we have addressed Ms. C[redacted] complaint and no other actions are needed we have closed this case. We apologize to Ms. C[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]
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for the [redacted] Call of Duty Limited Edition Bundle she ordered through sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that the seller received the returned item on December 23, 2015, and issued a refund of $487.60 to Ms. [redacted] account ending in [redacted] on the same day. 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 the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] – Sharon P[redacted] Dear [redacted] We have been unable to complete the investigation of Ms. P[redacted] complaint. The...
correspondence we received included 2 addresses, but we were unable to locate any service records for either address. It may also be important to note that one of the addresses provided is for retail property, but a suite, unit or building number was not given. Since we do not have enough information to investigate the issue, we will need to close this issue pending the receipt of further information from Ms. P[redacted] Once the necessary information is received, we would be pleased to re-open Ms. P[redacted] complaint. We apologize to Ms. P[redacted] for this issue and would 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]
Complaint: [redacted]
I am rejecting this response because:I would like Sears to reconsider their response and allow the return of purchased items due to the reasons below: While I made the purchases online, the receipt that accompanied my purchases outlined how to make returns with absolutely NO reference as to a time limit nor did it include any statement to see the website or stores for the full return policy. I would like Sears to take responsibility by explaining how I , as a consumer, would know that my receipt only communicated HALF of the return policy and not all of it. There was no indication on my receipt that I should look elsewhere for more information regarding returns and so I did not do so. I believe that I am being held to a policy that was not properly communicated on my receipt. I believed that the entire returns information that accompanied the purchased items was the information that I needed to know as there was no communicated reason for me to think otherwise. If Sears would like to uphold their returns policy, it should be clearly stated with the rest of the returns information provided to consumers with their purchases. In this case, it was not. From Sears' response, it appears that they are very concerned with the abuse of their policies and not about their communication practices or their customers' positive experiences. Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area. For example, Macys and JCPenney's do not have a timeline for returns. Lord and Taylor allows 90 days for returns, and Kohls allows 12 month for returns. It appears that these department stores are willing to work with their customers within a reasonable time frame. At any of these stores, I would have been able to return my purchases which were made within 2 months of the purchase date, which is a reasonable amount of time.
Sincerely,
Eva-beth [redacted]
January 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. It appears that the manufacturer issued a service bulletin for the problem that Mr. [redacted] was experiencing with his refrigerator; no ice production. A Sears technician returned to Mr. [redacted] home on January 16, 2017, and installed the insulator kit that the manufacturer recommended at no charge; completing the repair. With that said, since we have restored Mr. [redacted] refrigerator to proper working order, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of Unit# [redacted] who states the following:
Mr. [redacted] was in my store Feb 16th, we went over the problem that he was having with the balancing of the tires. I learned from this conversation that we would only feel the vibration between 75-90 mph. I explained to him that we were not able to confirm the complaint due to the speed at which it was occurring, and found no vibration at normal highway speeds of 55-70 mph. I went ahead and balanced all 4 tires anyway and found that 3 tires were out of balance by an average of .50 oz. I explained what I had found and he appreciated the effort put in to resolve this problem. I told him to contact me personally if this issue arose again. That being said, because we have addressed Mr. [redacted] complaint, 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.
June 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 Mr. [redacted]...
complaint regarding a recent order. According to our records. Ms. [redacted] returned the items in question and she has been provided with a refund. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Isaac [redacted] Dear Ms. [redacted]: We have not fully completed our investigation Mr. [redacted] complaint regarding his snow blower. Once we have completed our research we...
will provide an update of the situation and actions taken. 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
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]
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
May 5, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr....
[redacted] complaint we notified his local service unit of his issues. They were able to dispatch a technician to the home and everything appeared to be working fine. Mr. [redacted] has a contact at the local unit if he encounters any further issues in receiving service. WE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, 2018. At this time, since the dishwasher appears to be working as designed, we have closed our file.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
March 28, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a refund in cash. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We have worked with Sears.com and processed a return for Mr. [redacted] on Saturday March 18, 2017. We tried to contact Mr. [redacted] and he has not responded to my voicemails as of yet. I have recently reach out to Mr. [redacted] again and left a voice message. We are currently awaiting a response from Mr. [redacted]. The funds are available to Mr. [redacted] at our Store Unit [redacted] located at [redacted]. Lufkin, TX 75904. I will continue to reach out to Mr. [redacted] to resolve his concerns. Mr. [redacted] may also contact me directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
October 6, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 9[redacted] / Karen [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves as a response to Ms. [redacted] Revdex.com update provided on 9/24/2015. I emailed Ms. [redacted] on 9/24/2015 in an attempt to reach her to schedule a good time to discuss her concerns due to the time zone difference. I also called on 10/05/2015 and left voice messages on both numbers Ms. [redacted] has provided. I received an email response last night at 6:23 pm Eastern Standard time.
Ms. [redacted]' previous concerns listed in her original Revdex.com complaint stated that she has email correspondences in regards to a new sink. I requested that Ms. [redacted] send the email to me for my review. I did receive the email correspondence from Ms. [redacted], along with her dates of availability. I have reached out to the district office to coordinate an inspection day with Ms. [redacted]. In the meantime if Ms. [redacted] has any repair estimates of her own she would like to submit to me for my review I will be happy to look at them.
As far as [redacted] not getting back with Ms. [redacted] in a timely manner, I cannot speak for their process, but I will be happy to provide her with a contact so that she can discuss that with them. If you have any questions or concerns, please contact me at [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Karen [redacted]
March 1, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the charges he was...
assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that our PartsDirect business is operated separately from our Product Repair Services business and the latter business does not have any policy or promotion that advises that we would match any prices, external or internal, on parts or on labor With that said, since Mr. [redacted] had a Service Smart Agreement (SSA) there was not a choice involved since a repair would entail service providing the part. The price of that part was the same charge that would have been assessed whether Mr. [redacted] had an SSA with a $500.00 cap on the repair cost, a Master Protection Agreement that does not have a cap on the repair cost, a manufacturer’s warranty, or if it was a cash call not covered under any warranty or service contract. If the repair was not covered under the SSA, for instance if it was a part damaged through improper use, then the contract would provide a 25% discount on the part and labor but the other 75% would be an out-of-pocket expense rather than paid for under a service contract. In Mr. [redacted]’s case, the repair was covered so the only amount he owed was the amount over his $500.00 cap. This means the amount we collected above the $500.00 cap was a valid charge and as such, Mr. [redacted] would not be entitled to any refund. With that said, since we have explained how our pricing structure works on our Sears PartsDirect website versus our in-home repair service, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] rebuttal regarding a refrigerator purchased from Sears Outlet. We have added Mr. and Mrs. [redacted] rebuttal comments to their case. Additionally we have directed our gift card department to devalue the gift card since it will not be used per the comments noted in the [redacted] rebuttal. We apologize that we were not able to come to a resolution acceptable to Mr. and Mrs. [redacted], that said our file remains closed. We apologize to Mr. and Mrs. [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.
[redacted] was very helpful and was able to bring me not one but a second unit since the first replacement also leaked. I was very happy with the service she provided.
Sincerely,
[redacted]
November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10885875 – Gloria
Jean [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charges she was assessed to repair her range.We...
would first like to note that over the summer we
piloted a program to try to determine what part might be needed for a service
call so that we could arrange to have it there so that the consumer would not
have to have two service calls; the second call would traditionally be to
install any parts that were not readily available on the truck. We did
experience some issues with the pilot and have since discontinued it. In Ms. [redacted]’
case, it sounds like she might have been quoted the whole sale price for the
part, which is the price displayed on our Sears PartsDirect website. Those
parts are intended for do-it-yourselfers along with professional technicians
and they do not come with retail packaging or instructions. When we provide
parts from our in-home repair, they are at more of a retail pricing because we
have expenses built in to cover any shipping, warehousing, and potential
liability for the part itself. So the part in question through our PartsDirect
website would have been $277.31 with the tax and shipping applied and that same
part through our in-home service was $373.26. While we no longer have access to
the call to hear exactly what might have been said, since there were instances
of confusion where wrong prices for parts were quoted, we are willing to refund
Ms. [redacted]’ the difference between the price of the parts; this comes to
$95.95.Ms. [redacted] also mentions that she was quoted a lower
price for the actual installation of the part. For this portion we believe she
just did not understand how she would be charged. We say this because we did
not give this team, nor have we ever attempted, to quote prices for labor over
the phone. We have consistently given the same message, which is namely that
until a technician assesses the situation, we can only say that there will be a
minimum charge to visit the home and provide the estimate. If the estimate is
accepted, then only the charge of the estimate would be due, and if it is
declined, then only the minimum fee would be due. For range repairs in this
area the minimum fee is $115.00. Once the technician got to Ms. [redacted]’
home, he gave her an estimate that included a labor fee of $193.82 and she
accepted this fee, so no refund would be due. If she did not want to pay that
fee, then she could have declined our services. With that said, while we are willing to process the
refund for $95.95 for the difference in part prices, we need the full 16 digits
for the Visa card ending in 4621; the full account number is no longer viewable
in our system due to the length of time that has elapsed. Ms. [redacted] can
email me at Dana.[redacted]@searshc.com or call me at [redacted] to provide this information so that the refund can be
completed. In the interim, since we are willing to provide the price difference
between the part cost on our PartsDirect website and the price we charge for
in-home repair parts, we have closed our file pending Ms. [redacted]’ response.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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
[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 a refrigerator purchased from Sears. [redacted], Manager of the...
Carolina Sears provided the following response: On Saturday, October 22, 2016, Sears processed and exchange for Ms. [redacted]. If I can be of any further assistance to Ms. [redacted], she can reach me at the store, my number is [redacted] Since it is my understanding that Ms. [redacted] was satisfied with the actions taken to resolve her 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
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] - Erica R C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint. We would first like to point out that [redacted]...
[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] Services (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. C[redacted] contract. We reached out to CCHS and were informed that Ms. C[redacted] replair claim for her dishwasher was denied due to the service tech found the pump full of broken glass and debris per the Sears Home Warranty Terms and Conditions repairs due to mechanical failure only. IV. GENERAL EXCLUSIONS AND LIMITATIONS 3. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper installation; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. Since the needed repairs were due to improper maintenance they were denied. We show Ms. C[redacted] cancelled her warranty. Since we have addressed Ms. C[redacted] complaint and no other actions are needed we have closed this case. We apologize to Ms. C[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]
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for the [redacted] Call of Duty Limited Edition Bundle she ordered through sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that the seller received the returned item on December 23, 2015, and issued a refund of $487.60 to Ms. [redacted] account ending in [redacted] on the same day. 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 the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] – Sharon P[redacted] Dear [redacted] We have been unable to complete the investigation of Ms. P[redacted] complaint. The...
correspondence we received included 2 addresses, but we were unable to locate any service records for either address. It may also be important to note that one of the addresses provided is for retail property, but a suite, unit or building number was not given. Since we do not have enough information to investigate the issue, we will need to close this issue pending the receipt of further information from Ms. P[redacted] Once the necessary information is received, we would be pleased to re-open Ms. P[redacted] complaint. We apologize to Ms. P[redacted] for this issue and would 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]
Complaint: [redacted]
I am rejecting this response because:I would like Sears to reconsider their response and allow the return of purchased items due to the reasons below: While I made the purchases online, the receipt that accompanied my purchases outlined how to make returns with absolutely NO reference as to a time limit nor did it include any statement to see the website or stores for the full return policy. I would like Sears to take responsibility by explaining how I , as a consumer, would know that my receipt only communicated HALF of the return policy and not all of it. There was no indication on my receipt that I should look elsewhere for more information regarding returns and so I did not do so. I believe that I am being held to a policy that was not properly communicated on my receipt. I believed that the entire returns information that accompanied the purchased items was the information that I needed to know as there was no communicated reason for me to think otherwise. If Sears would like to uphold their returns policy, it should be clearly stated with the rest of the returns information provided to consumers with their purchases. In this case, it was not. From Sears' response, it appears that they are very concerned with the abuse of their policies and not about their communication practices or their customers' positive experiences. Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area. For example, Macys and JCPenney's do not have a timeline for returns. Lord and Taylor allows 90 days for returns, and Kohls allows 12 month for returns. It appears that these department stores are willing to work with their customers within a reasonable time frame. At any of these stores, I would have been able to return my purchases which were made within 2 months of the purchase date, which is a reasonable amount of time.
Sincerely,
Eva-beth [redacted]
January 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. It appears that the manufacturer issued a service bulletin for the problem that Mr. [redacted] was experiencing with his refrigerator; no ice production. A Sears technician returned to Mr. [redacted] home on January 16, 2017, and installed the insulator kit that the manufacturer recommended at no charge; completing the repair. With that said, since we have restored Mr. [redacted] refrigerator to proper working order, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of Unit# [redacted] who states the following:
Mr. [redacted] was in my store Feb 16th, we went over the problem that he was having with the balancing of the tires. I learned from this conversation that we would only feel the vibration between 75-90 mph. I explained to him that we were not able to confirm the complaint due to the speed at which it was occurring, and found no vibration at normal highway speeds of 55-70 mph. I went ahead and balanced all 4 tires anyway and found that 3 tires were out of balance by an average of .50 oz. I explained what I had found and he appreciated the effort put in to resolve this problem. I told him to contact me personally if this issue arose again. That being said, because we have addressed Mr. [redacted] complaint, 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
June 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 Mr. [redacted]...
complaint regarding a recent order. According to our records. Ms. [redacted] returned the items in question and she has been provided with a refund. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Isaac [redacted] Dear Ms. [redacted]: We have not fully completed our investigation Mr. [redacted] complaint regarding his snow blower. Once we have completed our research we...
will provide an update of the situation and actions taken. 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
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]
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
May 5, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr....
[redacted] complaint we notified his local service unit of his issues. They were able to dispatch a technician to the home and everything appeared to be working fine. Mr. [redacted] has a contact at the local unit if he encounters any further issues in receiving service. WE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, 2018. At this time, since the dishwasher appears to be working as designed, we have closed our file.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]