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]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have
completed our investigation of [redacted] complaint regarding the charge
for a recent...
service call on her dishwasher and her request for a refund.At
the time [redacted] called to schedule service through Sears Home Services, she
was apprised that since her dishwasher was no longer under warranty, she would
be scheduled as a cash call and responsible for a minimum non-refundable trip
charge of $69.00.The
call taker explained that regardless of whether the repair estimate is
accepted, a fee is due. Although we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of
$69.0, as a one-time customer courtesy.
The credit was requested on November 16, 2015, so [redacted] can
expect to see it post to her [redacted] account ending in [redacted] in approximately five
to seven days from this date. With that
said, since we are providing [redacted] with her requested resolution, we
ask to have this matter closed.We apologize to [redacted] and appreciate the
opportunity to address this matter. Sincerely,[redacted]
January 11, 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 recent online...
experience. We apologize for the delay in responding to this complaint. We forwarded this matter to Sears’ Detail Control Center to research further 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 via email at [redacted] We apologize again 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
November 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Carrie D[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mrs. D[redacted] complaint regarding her dissatisfaction with the quality and...
performance of the tractor; and her request for an exchange or return.
We apologize that Mrs. D[redacted] tractor failed to meet her expectations and failed sooner than expected. Upon receipt of the complaint, Case Manager Jennifer C[redacted], and reviewed the service order notes related to the tractor. On October 5, 2017 Ms. C[redacted] spoke to Mr. D[redacted] and offered to exchange the tractor for another model. On October 28, 2017 Mr. D[redacted] accepted the offer and provided Ms. C[redacted] with his selection. The tractor was ordered and the delivery was completed on November 28, 2017. With that being said, since we have addressed the issue brought forth in Mrs. D[redacted] complaint, we have closed our file.
We apologize to Mrs. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
[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]
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,
Domenick P[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
April 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his water softener repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his water softener. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Stephanie [redacted] with [redacted] subsequently spoke with Mr. [redacted] regarding his concerns and she offered to service his water softener as soon as possible. Mr. [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, 2017. Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 9, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Deborah [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online issued a new physical gift card of $75.00 and mailed it to the address listed on the order on July 28, 2016. It normally takes 7 to 10 business days to receive in the mail. Ms. [redacted] should receive the card in the mail by August 11, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a new card has been mailed to Ms. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. As clarification,...
Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs. With that being said despite Mr. [redacted] allegations the 2011 Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of 2016. As per our contract with [redacted] we informed them of the outcome of each repair. Mr. [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted]. It is important to point out that on the service scheduled February 2, 2017 we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findings. Mr. [redacted] will need to contact [redacted] for further assistance with his refrigerator. Since we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]- Alexis W. [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding the charges related to her recent service...
appointment. As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their home. Additionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor. If the customer decides not to have the repair completed, they will have to pay the only the minimum charge. We would like to point out that we do not charge by an hourly rate. The charges for our services are based on job codes and not hourly rates, which is common in the repair industry. These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications. We would have customers dictating to us what they felt were acceptable charges after we had already completed their repair. Our technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unit. The at hand also seems to be that our technician should have given Ms. [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis fee. We apologize and want Ms. [redacted] to know that we are addressing that locally. In this case, in the interest of consumer satisfaction, we have issued refunds for all but the $95.00 diagnosis fee, which is non-refundable. As such, we find that Ms. [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted]Regulatory Complaint Specialist ([redacted]) [redacted]-7993Tammie.[redacted]@searshc.comTell us why here...
(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. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a...
replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] rebuttal complaint regarding
Sears Home Services and repairs to his lawn equipment. Repairs
to both o[redacted] items were completed on November 6, 2015. There is a
credit in the amount of $93.71 that was processed back to [redacted] card
ending in [redacted] that was processed on October 21th, that should have already
posted to his account. Additionally a $250.00 bank check was also processed on October
21th, which should be received any day if it has not already. Since we have
noted the completed repairs to [redacted] mower and tractor and have also
confirmed the aforementioned credits, we ask that this complaint remain 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]
March 28, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a refund in cash. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We have worked with Sears.com and processed a return for Mr. [redacted] on Saturday March 18, 2017. We tried to contact Mr. [redacted] and he has not responded to my voicemails as of yet. I have recently reach out to Mr. [redacted] again and left a voice message. We are currently awaiting a response from Mr. [redacted]. The funds are available to Mr. [redacted] at our Store Unit [redacted] located at [redacted]. Lufkin, TX 75904. I will continue to reach out to Mr. [redacted] to resolve his concerns. Mr. [redacted] may also contact me directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and delay in having her check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value Ms. [redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, our switchboard operator performs administrative duties for executives within our corporate office. The switchboard operator is not an employee of our customer care network and, therefore, is not trained in complaint resolution. For this reason, callers may be transferred or referred to our Member Services Organization at [redacted] where they may select from a list of prompts meant to guide them to a customer service representative empowered to assist by either directly resolving the issue or corresponding with an appropriate party to reach a resolution. We apologize if this process was not clear, did not work as expected, or caused Ms. [redacted] any inconvenience. With that having been said, upon receipt of this complaint, our records indicated that Ms. [redacted] local Sears Store had already contacted our accounting office, which was in the process of verifying her check before reissuing it on June 20, 2016. On June 23, 2016, Ms. [redacted] informed [redacted] Strategic Member Services Case Manager, that she received the check and no longer needed her assistance. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
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]
July 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] and [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’s complaint regarding their recent...
online order experience and request for a refund. It is unfortunate that we failed Mr. and Mrs. [redacted]’s expectations as we value their patronage. We can assure the [redacted]’s that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online processed a full refund of $1139.90 on July 11, 2016. For the [redacted]’s records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. and Mrs. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted the [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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding setting a repair for her over...
the range microwave. The contact phone number provided by Ms. [redacted] has a fax machine answering therefore we were not able to speak to Ms. [redacted] That being said we show no service orders made by her for Sears to review and repair the microwave. We do show she has an MPA and is covered for service until 2019. Ms. [redacted] need only contact Sears at [redacted], thats [redacted] and request service. If she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms. [redacted] matter closed at this time. 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 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]
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]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have
completed our investigation of [redacted] complaint regarding the charge
for a recent...
service call on her dishwasher and her request for a refund.At
the time [redacted] called to schedule service through Sears Home Services, she
was apprised that since her dishwasher was no longer under warranty, she would
be scheduled as a cash call and responsible for a minimum non-refundable trip
charge of $69.00.The
call taker explained that regardless of whether the repair estimate is
accepted, a fee is due. Although we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of
$69.0, as a one-time customer courtesy.
The credit was requested on November 16, 2015, so [redacted] can
expect to see it post to her [redacted] account ending in [redacted] in approximately five
to seven days from this date. With that
said, since we are providing [redacted] with her requested resolution, we
ask to have this matter closed.We apologize to [redacted] and appreciate the
opportunity to address this matter. Sincerely,[redacted]
January 11, 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 recent online...
experience. We apologize for the delay in responding to this complaint. We forwarded this matter to Sears’ Detail Control Center to research further 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 via email at [redacted] We apologize again 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
November 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Carrie D[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mrs. D[redacted] complaint regarding her dissatisfaction with the quality and...
performance of the tractor; and her request for an exchange or return.
We apologize that Mrs. D[redacted] tractor failed to meet her expectations and failed sooner than expected. Upon receipt of the complaint, Case Manager Jennifer C[redacted], and reviewed the service order notes related to the tractor. On October 5, 2017 Ms. C[redacted] spoke to Mr. D[redacted] and offered to exchange the tractor for another model. On October 28, 2017 Mr. D[redacted] accepted the offer and provided Ms. C[redacted] with his selection. The tractor was ordered and the delivery was completed on November 28, 2017. With that being said, since we have addressed the issue brought forth in Mrs. D[redacted] complaint, we have closed our file.
We apologize to Mrs. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
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]
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,
Domenick P[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
April 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his water softener repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his water softener. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Stephanie [redacted] with [redacted] subsequently spoke with Mr. [redacted] regarding his concerns and she offered to service his water softener as soon as possible. Mr. [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, 2017. Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 9, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Deborah [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online issued a new physical gift card of $75.00 and mailed it to the address listed on the order on July 28, 2016. It normally takes 7 to 10 business days to receive in the mail. Ms. [redacted] should receive the card in the mail by August 11, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a new card has been mailed to Ms. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. As clarification,...
Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs. With that being said despite Mr. [redacted] allegations the 2011 Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of 2016. As per our contract with [redacted] we informed them of the outcome of each repair. Mr. [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted]. It is important to point out that on the service scheduled February 2, 2017 we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findings. Mr. [redacted] will need to contact [redacted] for further assistance with his refrigerator. Since we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]- Alexis W. [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding the charges related to her recent service...
appointment. As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their home. Additionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor. If the customer decides not to have the repair completed, they will have to pay the only the minimum charge. We would like to point out that we do not charge by an hourly rate. The charges for our services are based on job codes and not hourly rates, which is common in the repair industry. These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications. We would have customers dictating to us what they felt were acceptable charges after we had already completed their repair. Our technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unit. The at hand also seems to be that our technician should have given Ms. [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis fee. We apologize and want Ms. [redacted] to know that we are addressing that locally. In this case, in the interest of consumer satisfaction, we have issued refunds for all but the $95.00 diagnosis fee, which is non-refundable. As such, we find that Ms. [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted]Regulatory Complaint Specialist ([redacted]) [redacted]-7993Tammie.[redacted]@searshc.comTell us why here...
(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. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a...
replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] rebuttal complaint regarding
Sears Home Services and repairs to his lawn equipment. Repairs
to both o[redacted] items were completed on November 6, 2015. There is a
credit in the amount of $93.71 that was processed back to [redacted] card
ending in [redacted] that was processed on October 21th, that should have already
posted to his account. Additionally a $250.00 bank check was also processed on October
21th, which should be received any day if it has not already. Since we have
noted the completed repairs to [redacted] mower and tractor and have also
confirmed the aforementioned credits, we ask that this complaint remain 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]
March 28, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a refund in cash. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We have worked with Sears.com and processed a return for Mr. [redacted] on Saturday March 18, 2017. We tried to contact Mr. [redacted] and he has not responded to my voicemails as of yet. I have recently reach out to Mr. [redacted] again and left a voice message. We are currently awaiting a response from Mr. [redacted]. The funds are available to Mr. [redacted] at our Store Unit [redacted] located at [redacted]. Lufkin, TX 75904. I will continue to reach out to Mr. [redacted] to resolve his concerns. Mr. [redacted] may also contact me directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and delay in having her check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value Ms. [redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, our switchboard operator performs administrative duties for executives within our corporate office. The switchboard operator is not an employee of our customer care network and, therefore, is not trained in complaint resolution. For this reason, callers may be transferred or referred to our Member Services Organization at [redacted] where they may select from a list of prompts meant to guide them to a customer service representative empowered to assist by either directly resolving the issue or corresponding with an appropriate party to reach a resolution. We apologize if this process was not clear, did not work as expected, or caused Ms. [redacted] any inconvenience. With that having been said, upon receipt of this complaint, our records indicated that Ms. [redacted] local Sears Store had already contacted our accounting office, which was in the process of verifying her check before reissuing it on June 20, 2016. On June 23, 2016, Ms. [redacted] informed [redacted] Strategic Member Services Case Manager, that she received the check and no longer needed her assistance. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
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]
July 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] and [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’s complaint regarding their recent...
online order experience and request for a refund. It is unfortunate that we failed Mr. and Mrs. [redacted]’s expectations as we value their patronage. We can assure the [redacted]’s that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online processed a full refund of $1139.90 on July 11, 2016. For the [redacted]’s records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. and Mrs. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted the [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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding setting a repair for her over...
the range microwave. The contact phone number provided by Ms. [redacted] has a fax machine answering therefore we were not able to speak to Ms. [redacted] That being said we show no service orders made by her for Sears to review and repair the microwave. We do show she has an MPA and is covered for service until 2019. Ms. [redacted] need only contact Sears at [redacted], thats [redacted] and request service. If she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms. [redacted] matter closed at this time. 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 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]