[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, during the...
replacement process of his treadmill. It is unfortunate that we failed Mr. [redacted] expectations with the recent replacement process for his parent’s treadmill. We value Mr. [redacted] patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenience. We respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr. [redacted] candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
When you purchase an item for a father's day present you can't give it early.
Sincerely,
[redacted]
February 16, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re* [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her receipt of only part of...
her order and her inability to receive a refund for the portion that was not shipped. Our records indicate that on the same date Ms. [redacted] filed her Revdex.com complaint, January 7, 2016, we processed $15.91 of the amount owed. After this on January 11, 2016, we processed two more refunds for $.58 and $7.32, so the total refund issued was $23.81. We apologize for the delay though, and would like to reassure Ms. [redacted] that our system normally automatically issues refunds for any orders that do not ship. In her case, there was confusion over what did or did not ship and the orders were not updated promptly from the stores that were supposed to ship the merchandise out. Again, we apologize that the refund did not happen in a timely manner. With that said, since it was processed some time ago and should have posted to Ms. [redacted] account by now, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 10, 2015/04/13) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint regarding a washer...
purchased from Sears Outlet in Palmdale.
The Sears Outlet in Palmdale has exchanged Ms. [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, 2015. On Monday, April 13, 2015, I contacted Ms. [redacted] who confirmed the delivery of the new washer. Since we have exchanged Ms. [redacted] washer, we respectfully request that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
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
March 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction at having...
other retailers sell items on our sears.com website and our inability to provide the promotions that apply to Sears purchases to purchases made from those other retailers. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. Since Ms. [redacted] bought this item from a third party seller, [redacted] Shoes, she is subject to their return policy and any issues with the order would need to be addressed with them. As of yesterday, we were informed that [redacted] Shoes had provided a return shipping address. However, Ms. [redacted] would be responsible for the return shipping costs and the initial shipping fee likely as well depending in [redacted] Shoe’s return policy terms. As a one-time courtesy, we have provided a credit to [redacted] account for $18.20 and she can do what she wishes with the shoes. This credit should reflect within 5-7 business days. In closure, 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 [redacted]
Complaint: [redacted]
I am rejecting this response because: I was in Texas attending to my 89 year old mother when the 30 day return policy expired at Sears. I could not possibly be two places at the same time: (1)watching the patio furniture for 30 days to insure I was within Sears return policy window should there be a problem with it and (2)attending to my mother. Somewhere between two weeks and six weeks (the time I was away form the patio furniture) the finish failed on the furniture; an issue that has gone without consideration from Sears. How could a quality product break down so quickly? Upon my return to Connecticut I notified Sears immediately about the problem and began to seek a resolution. For Sears to tell me that I had passed their 30 day return policy and have had the furniture for some time and will have to rely on the manufacturer warranty is absurd. I have been a loyal Sears customer for over 50 years. This is very disappointing and not at all what I expect from Sears. They obviously care more about their 30 day return policy than a long standing customer's unavoidable family circumstance. If Sears is not going to stand behind a product they sale I will cancel my Sears credit card and do business elsewhere.
Sincerely,
[redacted]
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]
March 16, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teska J[redacted] Dear [redacted]We have completed the investigation of Ms. J[redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We...
would like to clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. J[redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approved. Our records show that an exchange is currently pending for March 17, 2018. In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchange. At this time, 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, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the offer of a 6 month protection agreement to cover any additional problems / repairs to my fridge that may be needed within that timeframe.
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted]’s 2nd rebuttal regarding the replacement of her refrigerator.
We have received Ms. [redacted]’s 2nd rebuttal and do not find that she has brought any new information to her complaint. Our records do not show that Ms. [redacted] was ever approved for a replacement when it was within its warranty period or thereafter. Ms. [redacted] is not eligible for a replacement and any repair needed to her refrigerator would be done at her expense. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that we failed her expectations, but we are unable to replace her refrigerator and our decision is final.
We apologize to Ms. [redacted] for this issue 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]
August 18, 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. L[redacted]...
complaint regarding his camera. According to our records, Mr. L[redacted] was offered a settlement in the amount of $370.00 to fulfill the terms of his contract since we had nothing that was truly comparable. That amount would have allowed him to purchase a comparable item. In light of the aforementioned information, we have closed our file. We apologize to Mr. L[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]searshc.com
November 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Sharon [redacted] - # [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 when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted]’s complaint and the notes in her service order, we find that her request to have the outstanding bill of $119.00 cleared to be a reasonable request. Accordingly, we contacted our Billing department to request that the outstanding bill be cleared from our system. Lead Support Associate Christy [redacted] responded on November 9, 2016, that the invoice was removed from our billing system; Ms. [redacted] should no longer receive any bills dated after November 9th. This letter will serve as Ms. [redacted]’s documentation that she does not owe Sears Home Services $119.00 for the repair completed under service order 40041402. With that said, since we have honored Ms. [redacted]’s request to zero out her invoice, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her blower. Our records show that Ms. [redacted] was...
authorized a gift card on January 27, 2017 for the blower and this card was used on March 3, 2017. Ms. [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms. [redacted] did get the gift card and used it for a new blower we have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. [redacted] contacted me on February 29, 2016 and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as is. Correspondingly, a credit for $340.99 was issued today and it should reflect on her account within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
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]
Complaint: [redacted]
I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith. I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase. The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca. I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place. I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/16 I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca. I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca. 7/16/16 I drove to pick up the pedestal from the Ontario store. XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona. Delivery was scheduled but I did not receive the products. Eric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer. I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home. I contacted the plumber and was charged $80.00. the plumber indicated that I did not need anything and that my parts were fine. I drove to the Sears Outlet in Torrance and purchased items that I did not need. this was a waste of time, gas, and money.7/19/16 Delivery window was set from 10 to 12pm. they called me at 12:47pm. They were not supposed to deliver until 7/20. Had I known they were going to be there after noon, I would have made arrangements to be there. The delivery date was incorrect and they were still late and did not bother to call until after the fact.
Sincerely,
Ayesha [redacted]
Revdex.com:
Best Home Furnishings was very proactive on the complaint I filed against them in Indiana. Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filed. They then emailed me instructions and sent me replacement parts. It was as simple as unplugging the defective remote and plugging in the new. This happened August 30. Sears sent me round and round to 7 different phone numbers. I was tired of waiting on them, so I took [redacted]s recommendation. This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with [redacted]s help.
Sincerely,
Lanny [redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Ivan [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with receiving a...
single twin box spring instead of 2 needed to serve as a foundation for his king size bed. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr. [redacted] at no cost. Our records indicate that the item was expected to be ready for pick up on July 8, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, during the...
replacement process of his treadmill. It is unfortunate that we failed Mr. [redacted] expectations with the recent replacement process for his parent’s treadmill. We value Mr. [redacted] patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenience. We respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr. [redacted] candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
When you purchase an item for a father's day present you can't give it early.
Sincerely,
[redacted]
February 16, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re* [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her receipt of only part of...
her order and her inability to receive a refund for the portion that was not shipped. Our records indicate that on the same date Ms. [redacted] filed her Revdex.com complaint, January 7, 2016, we processed $15.91 of the amount owed. After this on January 11, 2016, we processed two more refunds for $.58 and $7.32, so the total refund issued was $23.81. We apologize for the delay though, and would like to reassure Ms. [redacted] that our system normally automatically issues refunds for any orders that do not ship. In her case, there was confusion over what did or did not ship and the orders were not updated promptly from the stores that were supposed to ship the merchandise out. Again, we apologize that the refund did not happen in a timely manner. With that said, since it was processed some time ago and should have posted to Ms. [redacted] account by now, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 10, 2015/04/13) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint regarding a washer...
purchased from Sears Outlet in Palmdale.
The Sears Outlet in Palmdale has exchanged Ms. [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, 2015. On Monday, April 13, 2015, I contacted Ms. [redacted] who confirmed the delivery of the new washer. Since we have exchanged Ms. [redacted] washer, we respectfully request that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
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
March 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction at having...
other retailers sell items on our sears.com website and our inability to provide the promotions that apply to Sears purchases to purchases made from those other retailers. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. Since Ms. [redacted] bought this item from a third party seller, [redacted] Shoes, she is subject to their return policy and any issues with the order would need to be addressed with them. As of yesterday, we were informed that [redacted] Shoes had provided a return shipping address. However, Ms. [redacted] would be responsible for the return shipping costs and the initial shipping fee likely as well depending in [redacted] Shoe’s return policy terms. As a one-time courtesy, we have provided a credit to [redacted] account for $18.20 and she can do what she wishes with the shoes. This credit should reflect within 5-7 business days. In closure, 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 [redacted]
Complaint: [redacted]
I am rejecting this response because: I was in Texas attending to my 89 year old mother when the 30 day return policy expired at Sears. I could not possibly be two places at the same time: (1)watching the patio furniture for 30 days to insure I was within Sears return policy window should there be a problem with it and (2)attending to my mother. Somewhere between two weeks and six weeks (the time I was away form the patio furniture) the finish failed on the furniture; an issue that has gone without consideration from Sears. How could a quality product break down so quickly? Upon my return to Connecticut I notified Sears immediately about the problem and began to seek a resolution. For Sears to tell me that I had passed their 30 day return policy and have had the furniture for some time and will have to rely on the manufacturer warranty is absurd. I have been a loyal Sears customer for over 50 years. This is very disappointing and not at all what I expect from Sears. They obviously care more about their 30 day return policy than a long standing customer's unavoidable family circumstance. If Sears is not going to stand behind a product they sale I will cancel my Sears credit card and do business elsewhere.
Sincerely,
[redacted]
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]
March 16, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teska J[redacted] Dear [redacted]We have completed the investigation of Ms. J[redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We...
would like to clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. J[redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approved. Our records show that an exchange is currently pending for March 17, 2018. In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchange. At this time, 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, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the offer of a 6 month protection agreement to cover any additional problems / repairs to my fridge that may be needed within that timeframe.
June 22, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted]’s 2nd rebuttal regarding the replacement of her refrigerator.
We have received Ms. [redacted]’s 2nd rebuttal and do not find that she has brought any new information to her complaint. Our records do not show that Ms. [redacted] was ever approved for a replacement when it was within its warranty period or thereafter. Ms. [redacted] is not eligible for a replacement and any repair needed to her refrigerator would be done at her expense. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that we failed her expectations, but we are unable to replace her refrigerator and our decision is final.
We apologize to Ms. [redacted] for this issue 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]
August 18, 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. L[redacted]...
complaint regarding his camera. According to our records, Mr. L[redacted] was offered a settlement in the amount of $370.00 to fulfill the terms of his contract since we had nothing that was truly comparable. That amount would have allowed him to purchase a comparable item. In light of the aforementioned information, we have closed our file. We apologize to Mr. L[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]searshc.com
November 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Sharon [redacted] - # [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 when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted]’s complaint and the notes in her service order, we find that her request to have the outstanding bill of $119.00 cleared to be a reasonable request. Accordingly, we contacted our Billing department to request that the outstanding bill be cleared from our system. Lead Support Associate Christy [redacted] responded on November 9, 2016, that the invoice was removed from our billing system; Ms. [redacted] should no longer receive any bills dated after November 9th. This letter will serve as Ms. [redacted]’s documentation that she does not owe Sears Home Services $119.00 for the repair completed under service order 40041402. With that said, since we have honored Ms. [redacted]’s request to zero out her invoice, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her blower. Our records show that Ms. [redacted] was...
authorized a gift card on January 27, 2017 for the blower and this card was used on March 3, 2017. Ms. [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms. [redacted] did get the gift card and used it for a new blower we have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. [redacted] contacted me on February 29, 2016 and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as is. Correspondingly, a credit for $340.99 was issued today and it should reflect on her account within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
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]
Complaint: [redacted]
I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith. I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase. The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca. I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place. I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/16 I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca. I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca. 7/16/16 I drove to pick up the pedestal from the Ontario store. XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona. Delivery was scheduled but I did not receive the products. Eric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer. I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home. I contacted the plumber and was charged $80.00. the plumber indicated that I did not need anything and that my parts were fine. I drove to the Sears Outlet in Torrance and purchased items that I did not need. this was a waste of time, gas, and money.7/19/16 Delivery window was set from 10 to 12pm. they called me at 12:47pm. They were not supposed to deliver until 7/20. Had I known they were going to be there after noon, I would have made arrangements to be there. The delivery date was incorrect and they were still late and did not bother to call until after the fact.
Sincerely,
Ayesha [redacted]
Revdex.com:
Best Home Furnishings was very proactive on the complaint I filed against them in Indiana. Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filed. They then emailed me instructions and sent me replacement parts. It was as simple as unplugging the defective remote and plugging in the new. This happened August 30. Sears sent me round and round to 7 different phone numbers. I was tired of waiting on them, so I took [redacted]s recommendation. This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with [redacted]s help.
Sincerely,
Lanny [redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Ivan [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with receiving a...
single twin box spring instead of 2 needed to serve as a foundation for his king size bed. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr. [redacted] at no cost. Our records indicate that the item was expected to be ready for pick up on July 8, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741