January 30, 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 dissatisfaction with our customer...
service and the condition of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that we have issued a refund of 2.00 to Mr. [redacted] Shop Your Way Rewards account and $63.29 for the shipment of 5 sets in which he stated he received only 2 broken sets. Mr. [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 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, [redacted] Regulatory Complaint Specialist [redacted]
October 5, 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 refrigerator repair. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted] complaint and the notes in our service system, my office authorized Ms. [redacted] for an exceptional parts warranty exchange. Ms. [redacted] was advised to select a comparable refrigerator. Unfortunately the model Ms. [redacted] selected was not available until October 7, 2016. Fortunately, we found another similar refrigerator that was available sooner. While the new model was more expensive, we waived the additional cost as a courtesy. The exchange was processed on September 22, 2016, and Ms. [redacted] accepted delivery of the new unit on September 30, 2016. Additionally, as a goodwill gesture, even though the warranty does not provide for incidental damages, we have processed a food loss check for $100.00 that Ms. [redacted] should receive it in the next two weeks. Furthermore, upon researching the repair, we found that a bill for $99.00 was generated. Since we could not determine the reason for the billing, we contacted our National Claims Center and cleared the $99.00 invoice. Lastly, we have documented the customer service issues Ms. [redacted] and her son, [redacted] experienced during the repair process and advised the appropriate management team. With that said, since we have provided Ms. [redacted] with a fair resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 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 a recent purchase. We would first like to thank Mr. [redacted] for bringing this matter to our attention. We have taken steps to have the error removed. Unfortunately, we do not have case specifically for this drill, but we have added $25.00 worth of Shop Your Way Rewards points to Mr. [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bag. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568858 - Frances [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she...
encountered when she scheduled service to repair her window AC unit.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicated that on September 4, 2015 the window AC unit was authorized for replacement because the parts were no longer available. Mr. [redacted] was provided the authorization information and instructions for the replacement. Ms. [redacted] has selected a new unit and it was delivered on 9/12/15. With that being said, since we have addressed the issues brought forth in Ms. [redacted]'s complaint we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent order. According to our records. Ms. [redacted] returned the items in question and she has been provided with a refund. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Chris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Marcos [redacted], Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him. We would like to offer Mr. [redacted] a full refund per his request. Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and...
dryer.
We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was. Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may have experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
October 3, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teresa M. B[redacted] Dear [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding her customer service experience upon the delivery of her...
purchased fridge.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorway. We would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the appliance. Our records show that once Ms. B[redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridge. On August 24, 2017 a check in the original amount paid of $1,435.96 was issued to Ms. B[redacted] Since we were able to confirm that Ms. B[redacted] was credited accordingly, 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
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #[redacted]8-Kevin [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his recent automotive service.
Assistant Manager...
Jessica [redacted] provided the following response:
We have spoken with Mr. [redacted] in regard to his issue. Apparently, there was a misunderstanding regarding the coupon and it is our procedure that we get customer approval for repairs before proceeding. This will be reviewed with the staff to prevent further such occurrences. That said, we have issued a credit for $75.00 to Mr. [redacted] as he had requested. Accordingly, we respectfully ask that this matter be considered closed for the time being.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
July 10, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]
* We have completed our investigation of Mr. P[redacted] complaint regarding his refrigerator repair. It...
is regrettable that we failed Mr. P[redacted]’ expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. P[redacted]’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. P[redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. P[redacted] for any inconvenience we may have caused him. Upon receiving Mr. P[redacted]’ complaint, we contacted the local service unit for assistance. Stephanie G[redacted] with unit [redacted] responded that a refund request for $223.00 was submitted on July 10, 2017, which is what Mr. P[redacted] paid for the repair minus the $99.00 trip charge. Mr. P[redacted] should receive a check in the next two weeks. Additionally, our records show that a $50.00 gift card was processed on June 30, 2017, by the service unit. With that said, since we have documented Mr. P[redacted]’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Mr. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:I would like Sears to reconsider their response and allow the return of purchased items due to the reasons below: While I made the purchases online, the receipt that accompanied my purchases outlined how to make returns with absolutely NO reference as to a time limit nor did it include any statement to see the website or stores for the full return policy. I would like Sears to take responsibility by explaining how I , as a consumer, would know that my receipt only communicated HALF of the return policy and not all of it. There was no indication on my receipt that I should look elsewhere for more information regarding returns and so I did not do so. I believe that I am being held to a policy that was not properly communicated on my receipt. I believed that the entire returns information that accompanied the purchased items was the information that I needed to know as there was no communicated reason for me to think otherwise. If Sears would like to uphold their returns policy, it should be clearly stated with the rest of the returns information provided to consumers with their purchases. In this case, it was not. From Sears' response, it appears that they are very concerned with the abuse of their policies and not about their communication practices or their customers' positive experiences. Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area. For example, Macys and JCPenney's do not have a timeline for returns. Lord and Taylor allows 90 days for returns, and Kohls allows 12 month for returns. It appears that these department stores are willing to work with their customers within a reasonable time frame. At any of these stores, I would have been able to return my purchases which were made within 2 months of the purchase date, which is a reasonable amount of time.
Sincerely,
Eva-beth [redacted]
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Jerome M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his dissatisfaction that his tractor failed too...
soon and his request for an exchange.
We apologize that Mr. M[redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product was recently delivered. Upon receipt of Mr. M[redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractor. Mr. M[redacted] mentioned in his complaint that the technician said it was a major repair. We reached out to the service unit to assist with Mr. M[redacted] concern. Brenda P[redacted] Member Advocate for Service Unit [redacted] contacted Mr. M[redacted] to discuss his concerns. Mr. M[redacted] stated that he had requested an exchange within the 30 day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offered. We apologize if Mr. M[redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipment. We want to assure Mr. M[redacted] that any variance from our accepted business practices and policies will be addressed.
Ms. P[redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch location. Therefore, we cancelled the service on the tractor and authorized an exchange. Mr. M[redacted] has made a selection and the new tractor should be delivered on October 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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]
Revdex.com:
Finally, after repeated calls and Revdex.com complaints, the refund processing company processed the refund for the recalled/returned item for $70 and I got the check this week. However, that does not include any interest and late fees as the processing was delayed for so long. Even if I accept their response and close the case as I don't want to drag this any longer, I'd still like them to pay me, the customer, interest and late fees.
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]
February 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repairs on her...
dishwasher, and her request to return for a refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reviewed the service orders and notes related to Ms. [redacted] dishwasher. According to our records the most recent repair was completed on February 17, 2017. We contacted Ms. [redacted] and she confirmed that the repair was completed and the dishwasher was operational at this time. We advised Ms. [redacted] that the dishwasher did not qualify for a return since the purchase was over our 30 day return period. She voiced her concern that she had only used it twice since the last repair. To provide her additional assurance, we offered to add a one year protection agreement on the dishwasher; at no additional cost. We also advised her to contact us directly if she had any additional issues with the dishwasher within the next six months and we would exchange it after our technician confirmed it was non-operational; she accepted the offers. Ms. [redacted] should receive a copy of the certificate of the protection agreement within 2 – 4 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted], Manager of the...
Carolina Sears provided the following response: On Saturday, October 22, 2016, Sears processed and exchange for Ms. [redacted]. If I can be of any further assistance to Ms. [redacted], she can reach me at the store, my number is [redacted] Since it is my understanding that Ms. [redacted] was satisfied with the actions taken to resolve her concerns, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
October 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Richard J[redacted] A[redacted] Dear [redacted] We have completed the investigation of A[redacted] complaint regarding her recent online order....
Tracey K[redacted] Carry-In Operations Lead for Unit [redacted] provided the following response: After reviewing the complaint filed, our records show that Mr. A[redacted] brought his trimmer in for repair on September 8, 2017. Service found that the shaft, hub, cable and cutting head had to be replaced. The repairs were considered economical based on the core value of the trimmer. Therefore, service authorized repair on September 11, 2017, which was completed on September 28, 2017. A review of Mr. A[redacted]’s profile and history of this particular trimmer does not reflect any previous repairs for this trimmer. As such, the trimmer does not qualify for a replacement, credit or refund at this time. However, the repair has been completed by the provider and Mr. A[redacted] may retrieve the product at this time. In the interim, we have noted Mr. A[redacted]’s concerns and respectfully ask to have this matter closed, since repair is completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her laundry center. Per the terms and...
conditions of the Master Protection Agreement (MPA) covering her laundry center, it has been approved for replacement. I have emailed Ms. [redacted] so she is aware of the approval to replace. If Ms. [redacted] has any additional questions or concerns, she can email me. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent...
purchase. Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an item. We feel that is what happened here since all of the items Ms. [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at times. For instance, toys, such as the one Ms. [redacted] purchased were 30% off and there were signs indicating this. These signs were pointed out to Ms. [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurred. However, we are issuing a check for the $15.00 in question in the interest of consumer satisfaction. This check should arrive at her home address within 10-12 business days. In light of the aforementioned information, we have closed our file. 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] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
January 30, 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 dissatisfaction with our customer...
service and the condition of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that we have issued a refund of 2.00 to Mr. [redacted] Shop Your Way Rewards account and $63.29 for the shipment of 5 sets in which he stated he received only 2 broken sets. Mr. [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 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, [redacted] Regulatory Complaint Specialist [redacted]
October 5, 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 refrigerator repair. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted] complaint and the notes in our service system, my office authorized Ms. [redacted] for an exceptional parts warranty exchange. Ms. [redacted] was advised to select a comparable refrigerator. Unfortunately the model Ms. [redacted] selected was not available until October 7, 2016. Fortunately, we found another similar refrigerator that was available sooner. While the new model was more expensive, we waived the additional cost as a courtesy. The exchange was processed on September 22, 2016, and Ms. [redacted] accepted delivery of the new unit on September 30, 2016. Additionally, as a goodwill gesture, even though the warranty does not provide for incidental damages, we have processed a food loss check for $100.00 that Ms. [redacted] should receive it in the next two weeks. Furthermore, upon researching the repair, we found that a bill for $99.00 was generated. Since we could not determine the reason for the billing, we contacted our National Claims Center and cleared the $99.00 invoice. Lastly, we have documented the customer service issues Ms. [redacted] and her son, [redacted] experienced during the repair process and advised the appropriate management team. With that said, since we have provided Ms. [redacted] with a fair resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 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 a recent purchase. We would first like to thank Mr. [redacted] for bringing this matter to our attention. We have taken steps to have the error removed. Unfortunately, we do not have case specifically for this drill, but we have added $25.00 worth of Shop Your Way Rewards points to Mr. [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bag. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568858 - Frances [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she...
encountered when she scheduled service to repair her window AC unit.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicated that on September 4, 2015 the window AC unit was authorized for replacement because the parts were no longer available. Mr. [redacted] was provided the authorization information and instructions for the replacement. Ms. [redacted] has selected a new unit and it was delivered on 9/12/15. With that being said, since we have addressed the issues brought forth in Ms. [redacted]'s complaint we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent order. According to our records. Ms. [redacted] returned the items in question and she has been provided with a refund. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Chris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Marcos [redacted], Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him. We would like to offer Mr. [redacted] a full refund per his request. Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and...
dryer.
We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was. Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may have experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
October 3, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teresa M. B[redacted] Dear [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding her customer service experience upon the delivery of her...
purchased fridge.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorway. We would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the appliance. Our records show that once Ms. B[redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridge. On August 24, 2017 a check in the original amount paid of $1,435.96 was issued to Ms. B[redacted] Since we were able to confirm that Ms. B[redacted] was credited accordingly, 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
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #[redacted]8-Kevin [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his recent automotive service.
Assistant Manager...
Jessica [redacted] provided the following response:
We have spoken with Mr. [redacted] in regard to his issue. Apparently, there was a misunderstanding regarding the coupon and it is our procedure that we get customer approval for repairs before proceeding. This will be reviewed with the staff to prevent further such occurrences. That said, we have issued a credit for $75.00 to Mr. [redacted] as he had requested. Accordingly, we respectfully ask that this matter be considered closed for the time being.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
July 10, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]
* We have completed our investigation of Mr. P[redacted] complaint regarding his refrigerator repair. It...
is regrettable that we failed Mr. P[redacted]’ expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. P[redacted]’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. P[redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. P[redacted] for any inconvenience we may have caused him. Upon receiving Mr. P[redacted]’ complaint, we contacted the local service unit for assistance. Stephanie G[redacted] with unit [redacted] responded that a refund request for $223.00 was submitted on July 10, 2017, which is what Mr. P[redacted] paid for the repair minus the $99.00 trip charge. Mr. P[redacted] should receive a check in the next two weeks. Additionally, our records show that a $50.00 gift card was processed on June 30, 2017, by the service unit. With that said, since we have documented Mr. P[redacted]’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Mr. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:I would like Sears to reconsider their response and allow the return of purchased items due to the reasons below: While I made the purchases online, the receipt that accompanied my purchases outlined how to make returns with absolutely NO reference as to a time limit nor did it include any statement to see the website or stores for the full return policy. I would like Sears to take responsibility by explaining how I , as a consumer, would know that my receipt only communicated HALF of the return policy and not all of it. There was no indication on my receipt that I should look elsewhere for more information regarding returns and so I did not do so. I believe that I am being held to a policy that was not properly communicated on my receipt. I believed that the entire returns information that accompanied the purchased items was the information that I needed to know as there was no communicated reason for me to think otherwise. If Sears would like to uphold their returns policy, it should be clearly stated with the rest of the returns information provided to consumers with their purchases. In this case, it was not. From Sears' response, it appears that they are very concerned with the abuse of their policies and not about their communication practices or their customers' positive experiences. Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area. For example, Macys and JCPenney's do not have a timeline for returns. Lord and Taylor allows 90 days for returns, and Kohls allows 12 month for returns. It appears that these department stores are willing to work with their customers within a reasonable time frame. At any of these stores, I would have been able to return my purchases which were made within 2 months of the purchase date, which is a reasonable amount of time.
Sincerely,
Eva-beth [redacted]
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Jerome M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his dissatisfaction that his tractor failed too...
soon and his request for an exchange.
We apologize that Mr. M[redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product was recently delivered. Upon receipt of Mr. M[redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractor. Mr. M[redacted] mentioned in his complaint that the technician said it was a major repair. We reached out to the service unit to assist with Mr. M[redacted] concern. Brenda P[redacted] Member Advocate for Service Unit [redacted] contacted Mr. M[redacted] to discuss his concerns. Mr. M[redacted] stated that he had requested an exchange within the 30 day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offered. We apologize if Mr. M[redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipment. We want to assure Mr. M[redacted] that any variance from our accepted business practices and policies will be addressed.
Ms. P[redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch location. Therefore, we cancelled the service on the tractor and authorized an exchange. Mr. M[redacted] has made a selection and the new tractor should be delivered on October 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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]
Revdex.com:
Finally, after repeated calls and Revdex.com complaints, the refund processing company processed the refund for the recalled/returned item for $70 and I got the check this week. However, that does not include any interest and late fees as the processing was delayed for so long. Even if I accept their response and close the case as I don't want to drag this any longer, I'd still like them to pay me, the customer, interest and late fees.
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]
February 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repairs on her...
dishwasher, and her request to return for a refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reviewed the service orders and notes related to Ms. [redacted] dishwasher. According to our records the most recent repair was completed on February 17, 2017. We contacted Ms. [redacted] and she confirmed that the repair was completed and the dishwasher was operational at this time. We advised Ms. [redacted] that the dishwasher did not qualify for a return since the purchase was over our 30 day return period. She voiced her concern that she had only used it twice since the last repair. To provide her additional assurance, we offered to add a one year protection agreement on the dishwasher; at no additional cost. We also advised her to contact us directly if she had any additional issues with the dishwasher within the next six months and we would exchange it after our technician confirmed it was non-operational; she accepted the offers. Ms. [redacted] should receive a copy of the certificate of the protection agreement within 2 – 4 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted], Manager of the...
Carolina Sears provided the following response: On Saturday, October 22, 2016, Sears processed and exchange for Ms. [redacted]. If I can be of any further assistance to Ms. [redacted], she can reach me at the store, my number is [redacted] Since it is my understanding that Ms. [redacted] was satisfied with the actions taken to resolve her concerns, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
October 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Richard J[redacted] A[redacted] Dear [redacted] We have completed the investigation of A[redacted] complaint regarding her recent online order....
Tracey K[redacted] Carry-In Operations Lead for Unit [redacted] provided the following response: After reviewing the complaint filed, our records show that Mr. A[redacted] brought his trimmer in for repair on September 8, 2017. Service found that the shaft, hub, cable and cutting head had to be replaced. The repairs were considered economical based on the core value of the trimmer. Therefore, service authorized repair on September 11, 2017, which was completed on September 28, 2017. A review of Mr. A[redacted]’s profile and history of this particular trimmer does not reflect any previous repairs for this trimmer. As such, the trimmer does not qualify for a replacement, credit or refund at this time. However, the repair has been completed by the provider and Mr. A[redacted] may retrieve the product at this time. In the interim, we have noted Mr. A[redacted]’s concerns and respectfully ask to have this matter closed, since repair is completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her laundry center. Per the terms and...
conditions of the Master Protection Agreement (MPA) covering her laundry center, it has been approved for replacement. I have emailed Ms. [redacted] so she is aware of the approval to replace. If Ms. [redacted] has any additional questions or concerns, she can email me. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent...
purchase. Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an item. We feel that is what happened here since all of the items Ms. [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at times. For instance, toys, such as the one Ms. [redacted] purchased were 30% off and there were signs indicating this. These signs were pointed out to Ms. [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurred. However, we are issuing a check for the $15.00 in question in the interest of consumer satisfaction. This check should arrive at her home address within 10-12 business days. In light of the aforementioned information, we have closed our file. 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] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]