January 4, 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 a dryer he wished to...
purchase. District Manager Jim [redacted] has spoken with Mr. [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in question. Free delivery will be granted as well. We apologize for any misunderstanding. At this time, we respectfully ask that this matter remain closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted] rebuttal to our previous response. As we stated in our original response, the check was processed on September 7, 2017, and it should be received in seven to ten business days. This means that Ms. B[redacted] can expect it between September 18, 2017, and September 21, 2017; in other words, Ms. B[redacted] has not allowed enough time for the check to be received before she contacted your agency to state that he has yet to receive it. If Ms. B[redacted] does not receive the check by the end of business on September 21st, then we can look into the matter. Furthermore, we would like to point out that we were under no obligation to provide any refund to Ms. B[redacted]; it was provided solely as a one-time courtesy and we will not be granting Ms. B[redacted] any further compensation. With that said, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 19, 2015
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her online order.
After researching the complaint filed, we found that[redacted] and previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions verified[redacted] charged from March 29, 2015. The system showed that the order went into a cancelled status on May 1, 2015. Accordingly, the refund was automatically processed. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure[redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, as a gesture of goodwill we mailed a $100.00 gift card to[redacted] billing address for the delay. Additionally, we hope that in the future[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should[redacted] have any further questions or concerns, she may contact Online Solutions at[redacted]. In the interim, we have noted [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]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:
THEY LIED ON ISSUING THE FIRST CHECK SECOND CHECK TOOK TWO MONTHS, MY PURCHASE WAS 621.00 THE REFUND ISSUED WAS LESS THAN THAT,HORRIBLE CUSTOMER SERVICE
Sincerely,
[redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jimmie [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund of the returned merchandise. 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] case, the order was fulfilled by [redacted] located at [redacted], [redacted], Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, 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 reviewing the notes in the order and discussing this matter with Mr. [redacted] we found that he initially contacted Sears to place the order for a water softener. It was a Sears Online agent that placed the order and selected the merchandise from a Third Party Seller instead of from Sears. As such, we have submitted a request to issue the full refund back to Mr. [redacted] account within 3 to 5 business days since the merchandise has been returned to the seller. In closure, since we have processed a full refund accordingly, 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
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13, 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 purchased treadmill.
We apologize that Ms. [redacted] purchased treadmill failed to meet her expectations of longevity. 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 also understand how frustrating this can be to a consumer.
After reviewing Ms. [redacted] complaint, we contacted her on August 11, 2015 and had the opportunity to speak with her. After speaking with Ms. [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed to. In addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX ext. XXXXX. At this time, since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.
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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The treadmill was picked up from my home. I got my money back.
February 28, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Harry L [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his necklace after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] made his purchase on December 23, 2016, and then tried to return it on February 9, 2017 he was clearly over the 30-day “hassle-free” return period.
As a good-will gesture, the store manager offered to repair the necklace at no charge even though the [redacted] declined to purchase a jewelry care plan; however, Mr. [redacted] declined the repair and stated that the only thing he would accept is a refund. Unfortunately, that is not an option available to him. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to keep the difference if the price of the refrigerator I go and choose is not quite $999.99. I have spent a lot of extra money on food because I could not freeze anything. We have eaten out a lot. I...
have had to buy things to cook that could be refrigerated for a couple of days.
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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Claudia [redacted]#11961148 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services. Within Ms. [redacted]’s complaint she notes that...
her desired resolution was to have the results of her service calls reported to her warranty company, American Home Shield. I attempted to discuss Ms. [redacted]’s complaint with her this morning, February 10, 2017, but she disconnected the call. Additionally, when Joe Haberland contacted Ms. [redacted] on February 3, 2017 at 12.40pm, she also disconnected the call. Since we have not been provided with the opportunity to speak with Ms. [redacted], we are unable to assist. That said we ask that this complaint be closed pending further contact. 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
May 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
repair attempts on the tire of her tractor.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Hometown Store management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]
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]
[redacted]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Patrice G. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and incorrect refund. Adam [redacted], Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After speaking with Ms. [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layaway. We advised that we would honor the same July 4th sale and resolve the issue with the refund check. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569458 - Don [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with the problems he...
encountered with the installation of the range and the delay of his refund for the cancelled order.
Lauren [redacted], Store Manager for Store 1056, provided the following response on September 18, 2015:
We spoke with Customer Solutions, Installation and Mr. [redacted]. There was confusion as to what was cancelled. We have issued a refund to the member for the merchandise and the install. Mr. [redacted] is satisfied with the way it was handled. The refund was issued on salescheck# 010565239653 for a total of $1,338.11.
With that being said, since we have provided Mr. [redacted] with his desired resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted], Sears Garage Solutions, Support...
Specialist provided the following response: We have approved the replacement of [redacted] garage door opener, but cannot move forward until we can schedule the exchange. That said, I ask that [redacted] contact me at [redacted] or via email at [redacted], and I will provide her with the first available appointment. Since we have stated our intent to replace [redacted] garage door opener, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her rings....
First, we want to note that our jewelry is tested randomly to ensure accuracy. As such, we do not have any reason to believe the ring is other than what was advertised. Moreover, there are several methods used for testing the quality and some are not as reliable as others. We do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable method. We also want to point out that 10KT gold is made up of several alloys, and one of those can be silver. Perhaps this is what was detected. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were final. We cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receipt. Unfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that account. If Ms. Kosk can provide a copy of her receipt, she will need to email it to the address noted below. Otherwise, we will not be able to assist further and we have closed our file. We apologize to Ms. Kosk appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [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.
October 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 Sears Home Services. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her dryer repair. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processed. On October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $270.98. Ms. [redacted] should receive a refund check within the next two weeks. In summary, since we have documented Ms. [redacted] concerns and processed her requested refund, 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
January 4, 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 a dryer he wished to...
purchase. District Manager Jim [redacted] has spoken with Mr. [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in question. Free delivery will be granted as well. We apologize for any misunderstanding. At this time, we respectfully ask that this matter remain closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted] rebuttal to our previous response. As we stated in our original response, the check was processed on September 7, 2017, and it should be received in seven to ten business days. This means that Ms. B[redacted] can expect it between September 18, 2017, and September 21, 2017; in other words, Ms. B[redacted] has not allowed enough time for the check to be received before she contacted your agency to state that he has yet to receive it. If Ms. B[redacted] does not receive the check by the end of business on September 21st, then we can look into the matter. Furthermore, we would like to point out that we were under no obligation to provide any refund to Ms. B[redacted]; it was provided solely as a one-time courtesy and we will not be granting Ms. B[redacted] any further compensation. With that said, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 19, 2015
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her online order.
After researching the complaint filed, we found that[redacted] and previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions verified[redacted] charged from March 29, 2015. The system showed that the order went into a cancelled status on May 1, 2015. Accordingly, the refund was automatically processed. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure[redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, as a gesture of goodwill we mailed a $100.00 gift card to[redacted] billing address for the delay. Additionally, we hope that in the future[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should[redacted] have any further questions or concerns, she may contact Online Solutions at[redacted]. In the interim, we have noted [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]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:
THEY LIED ON ISSUING THE FIRST CHECK SECOND CHECK TOOK TWO MONTHS, MY PURCHASE WAS 621.00 THE REFUND ISSUED WAS LESS THAN THAT,HORRIBLE CUSTOMER SERVICE
Sincerely,
[redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jimmie [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund of the returned merchandise. 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] case, the order was fulfilled by [redacted] located at [redacted], [redacted], Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, 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 reviewing the notes in the order and discussing this matter with Mr. [redacted] we found that he initially contacted Sears to place the order for a water softener. It was a Sears Online agent that placed the order and selected the merchandise from a Third Party Seller instead of from Sears. As such, we have submitted a request to issue the full refund back to Mr. [redacted] account within 3 to 5 business days since the merchandise has been returned to the seller. In closure, since we have processed a full refund accordingly, 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
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13, 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 purchased treadmill.
We apologize that Ms. [redacted] purchased treadmill failed to meet her expectations of longevity. 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 also understand how frustrating this can be to a consumer.
After reviewing Ms. [redacted] complaint, we contacted her on August 11, 2015 and had the opportunity to speak with her. After speaking with Ms. [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed to. In addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX ext. XXXXX. At this time, since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.
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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The treadmill was picked up from my home. I got my money back.
February 28, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Harry L [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his necklace after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] made his purchase on December 23, 2016, and then tried to return it on February 9, 2017 he was clearly over the 30-day “hassle-free” return period.
As a good-will gesture, the store manager offered to repair the necklace at no charge even though the [redacted] declined to purchase a jewelry care plan; however, Mr. [redacted] declined the repair and stated that the only thing he would accept is a refund. Unfortunately, that is not an option available to him. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to keep the difference if the price of the refrigerator I go and choose is not quite $999.99. I have spent a lot of extra money on food because I could not freeze anything. We have eaten out a lot. I...
have had to buy things to cook that could be refrigerated for a couple of days.
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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Claudia [redacted]#11961148 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services. Within Ms. [redacted]’s complaint she notes that...
her desired resolution was to have the results of her service calls reported to her warranty company, American Home Shield. I attempted to discuss Ms. [redacted]’s complaint with her this morning, February 10, 2017, but she disconnected the call. Additionally, when Joe Haberland contacted Ms. [redacted] on February 3, 2017 at 12.40pm, she also disconnected the call. Since we have not been provided with the opportunity to speak with Ms. [redacted], we are unable to assist. That said we ask that this complaint be closed pending further contact. 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
May 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
repair attempts on the tire of her tractor.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Hometown Store management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]
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]
[redacted]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Patrice G. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and incorrect refund. Adam [redacted], Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After speaking with Ms. [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layaway. We advised that we would honor the same July 4th sale and resolve the issue with the refund check. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569458 - Don [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with the problems he...
encountered with the installation of the range and the delay of his refund for the cancelled order.
Lauren [redacted], Store Manager for Store 1056, provided the following response on September 18, 2015:
We spoke with Customer Solutions, Installation and Mr. [redacted]. There was confusion as to what was cancelled. We have issued a refund to the member for the merchandise and the install. Mr. [redacted] is satisfied with the way it was handled. The refund was issued on salescheck# 010565239653 for a total of $1,338.11.
With that being said, since we have provided Mr. [redacted] with his desired resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted], Sears Garage Solutions, Support...
Specialist provided the following response: We have approved the replacement of [redacted] garage door opener, but cannot move forward until we can schedule the exchange. That said, I ask that [redacted] contact me at [redacted] or via email at [redacted], and I will provide her with the first available appointment. Since we have stated our intent to replace [redacted] garage door opener, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her rings....
First, we want to note that our jewelry is tested randomly to ensure accuracy. As such, we do not have any reason to believe the ring is other than what was advertised. Moreover, there are several methods used for testing the quality and some are not as reliable as others. We do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable method. We also want to point out that 10KT gold is made up of several alloys, and one of those can be silver. Perhaps this is what was detected. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were final. We cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receipt. Unfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that account. If Ms. Kosk can provide a copy of her receipt, she will need to email it to the address noted below. Otherwise, we will not be able to assist further and we have closed our file. We apologize to Ms. Kosk 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 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]
October 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 Sears Home Services. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her dryer repair. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processed. On October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $270.98. Ms. [redacted] should receive a refund check within the next two weeks. In summary, since we have documented Ms. [redacted] concerns and processed her requested refund, 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