November 28, 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...
lease. Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms. [redacted] wanted. Should she have any other questions or concerns, I ([redacted] may be reached during normal business hours at ([redacted] 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
Contact Name and Title: MELISSA [redacted]
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Rudy [redacted] - # 945[redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the repairs to his refrigerator.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Our records show that A&E Factory Service initially installed a new icemaker in Mr. [redacted] refrigerator on June 12, 2015. Unfortunately, the repair did not resolve the issue with the unit. Mr. Walters called for service again the next day to report that the unit was not working. A technician re-examined Mr. [redacted] refrigerator on June 24, 2015, and determined that a control board had failed. The part was replaced that day and appeared to resolve the issue. Mr. [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient ice. A technician subsequently examined the refrigerator on July 8, 2015, and replaced the display cover. Mr. [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected.
Understandably, Mr. [redacted] is upset with the follow-up repairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressed. While we cannot provide Mr. [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the charges. Two credits were processed on July 14, 2015; a credit for $102.68 to Mr. [redacted] Visa account ending in 3698 and a credit for $57.28 to Mr. [redacted] Visa account ending in 4320. These credits should post to both accounts within the next five to seven days. With that said, since we have repaired Mr. [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed.
We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David J. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current refrigerator and as the same model is still available, it was determined that $2,304.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 8, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (303) 696-1944, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, 2019. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with...
Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]’s concerns to the District Service Manager for further review. On January 14, 2016, the technician returned to Ms. [redacted]’s home and completed the repair to her refrigerator. Additionally, Customer Service Advocate Stephannie [redacted] submitted a check request for $250.00, which Ms. [redacted] should receive in the next two weeks. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. With that said, since we have completed the repair to Ms. [redacted]’s refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding her battery. As clarification, the terms of Ms. [redacted] manufacturer’s warranty do not provide for a refund; it is a replacement warranty. Accordingly, we are unable to grant her request for a refund. We did offer to provide her with a replacement if she wanted and she could then return the battery she purchased from another retailer on her own, but she declined. We realize that the operating hours of Ms. [redacted] local Sears Auto Center may not have been not convenient for her, which is why we offered to provide her with a partial refund for $106.12 as a courtesy and she accepted. That credit was issued on July 27, 2016. 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]
April 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake...
evaluation. [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attention. We are taking steps to have this addressed right now. In the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be used. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] 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]
February 27, 2017 [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 points she feels she...
was missing from her Shop your Way Rewards account. We were able to locate Ms. [redacted] layaway order. We want to first note that points are earned for the cost of the merchandise only; any sales tax or shipping fees would not be included. Ms. [redacted] initial merchandise total for order number [redacted] was $169.22, but she used a $15.00 coupon, which brought the qualified amount to $154.22 and her earned points would have been worth $1.54, but we added an additional $5.00 as a courtesy so $6.54 worth of points were added to her account on February 15, 2017. Ms. [redacted] is not entitled to $216.00 worth of points unless she made other orders we are not aware of at this time. If so, they would have to have been placed under a different phone number, email address or Shop Your Way Rewards account number as we used all three criteria to search for orders for her. If Ms. [redacted] has other order information, she may forward via email to the address listed below. Otherwise, we have added the point she was due and more; therefore, 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] Tell us why here...
December 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 Shop Your Way...
Rewards (SYWR) account and a refund she received recently. According to our records, Ms. [redacted] earned $10.00 in surprise points on her initial order. In order to qualify for those points, you had to meet a certain dollar amount. Ms. [redacted] then used that $10.00 on November 8, 2016, on sales check 093000166450 for a pair of navy sandals. When she returned the merchandise from her original order, she no longer qualified for the $10.00 in points. Had those points not been used to purchase the navy sandals, they would have simply been removed from her account. However, since the points had already been used and Ms. [redacted] did not have enough in her SYWR account to cover that amount, the value was deducted from her refund. This is in accordance with the terms of the SYWR program: “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balance. In the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value. For example, this would apply if you purchased an item for $100 and earned 5,000 Points, you redeemed those 5,000 Points on another purchase and then returned the $100 item you originally purchased. If you still have more than 5,000 Points in your account, the Company will deduct 5,000 Points from your account when you return the $100 item. But if you only have 2,500 Points in your account, the Company will deduct 2,500 Points from your account and may either (a) deduct the other 2,500 Points from your account to create a negative account balance of -2,500 Points or (b) convert the Points shortfall (2,500 Points) to its Redemption Value (assume it is $2.50) and deduct that amount from your refund, so the amount of your refund upon return is $97.50 instead of $100.” As illustrated above, the reduced refund Ms. [redacted] received was proper considering the circumstances. 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] Specialist, Regulatory Complaints [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,
Linda R**
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jim [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a garden tractor purchased from Sears. The tractor noted in Mr. [redacted]’s...
complaint was purchased from Sears on January 2, 2016. It is important to add that Sears’ return policy is for a period of 30 days. The first time Sears serviced the tractor was on July 27th, some 7 months after its purchase, when an alternator was replaced. On August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternator. We replaced a belt and pulley. Since we have clarified that Sears’ return policy is for 30 days and have noted the completed service, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I had to repurchase another set on your sister site Kmart.com and I tried to call and have the original invoice returned and reprocessed using the gift cards I have been patiently awaiting and now they told me I cannot do this. The delay on receiving the gift cards was your error so you need to have someone fix this for me ASAP. Call my cell [redacted] with the right person who can address this matter, I'm now extremely upset after all this.
Sincerely,
[redacted]
May 17, 2017[redacted]Our File No[redacted]Revdex.com Case # [redacted]Via: First Class MailDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know...
that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. Per your agreement with SHIP/Sears, a credit in the amount of $356.83 was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknown. It is our understanding that the concern has been resolved by our issuance of the aforementioned credit. Therefore, we have closed our file. If you have any further questions or concerns, please contact me at [redacted] [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
May 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encountered with the return of the range he ordered online from our Sears Outlet Store.
As previously stated, Mr. [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the range. Since the outlet store had closed, the unit was returned to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range and requested assistance with expediting his refund for the return. We received confirmation that the range was returned and our attempts to process the refund to Mr. [redacted] account failed. Therefore, we issued the refund on two separate bank checks; $898.79 and $13.09 for a total of $911.88. Mr. [redacted] should receive the bank checks via mail within 10 – 14 business days. In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Augusto M[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. M[redacted] complaint regarding her recent online order...
experience and his request for a refund. It is unfortunate that we failed Mr. M[redacted] expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the order, we sent an email correspondence to the local Sears Outlet store to research further. Accordingly, a refund of $169.95 was issued today February 27, 2018, under return receipt number [redacted]. The credit should post to the [redacted] account within 3 to 5 business days. Additionally, we hope that in the future Mr. M[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. Should Mr. M[redacted] have any questions, he may contact the store directly at ([redacted] In the interim, we have noted Mr. M[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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Therese Mcc[redacted]
December 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Ann W. M[redacted] Dear [redacted] We have completed our investigation of Ms. M[redacted] complaint regarding a recent repair appointment....
We want to apologize to Ms. M[redacted] for the misunderstanding. It seems she did try to make our repair center aware of the need to have her [redacted] branded unit repaired. We have a list of brands that are serviceable by our company that employees have access to so we will be addressing that issue with the employees that scheduled her appointment. That said, a check for the $69.99 was sent to Ms. M[redacted] and she should have received it by now. We apologize to Ms. 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, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Complaint: [redacted]
I am rejecting this response because:1... you did not include all dates the technician came out (there have now been 5 visits), and yes it was purchased in September but NOT DELIVERED until January.2... we called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I received. As one of your sales men told my husband he would take it to the parking lot to settle this. (how professional was that? - he should be fired!) 3. All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid 2000 for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming to. What happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,000 with your company. Your company should have showed some sort of respect for me and my family and made it right within days and not months. Sincerely,
[redacted]
September 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Eva-beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the clothes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the first order on July 24, 2016 and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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] direct
Matilda.[redacted]@searshc.com
February 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Amanda N S[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. S[redacted] complaint regarding the fee she was...
billed for a canceled service call. We would clarify that the only way for a technician to even know a service call was scheduled would be to have it put on his route. The only way to do that is to have the service order in a “waiting service” status. If the order had been canceled by her warranty provider, then it would never have been assigned to a technician. We did have a technician go out and service was refused at the door so we were within our rights to send Ms. S[redacted] a bill. If she felt that it was her warranty provider that should have canceled the repair, then she should have had them pay the fee. With that said, as a one-time courtesy our Executive Member Support team did find that Ms. S[redacted] had paid the bill and the case manager requested for a refund to be issued. If she has not received her refund, she is welcome to contact her case manager Rachel Q[redacted] In the interim, since it was our understanding that this resolution met with her approval, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Dana S[redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.S[redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
September 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561992 - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal to our previous response.
We can only reiterate that our minimum fee is not $249.00. Mr. [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $249.00. With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect information. If Mr. [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be made. In the interim, since we are willing to review whatever document Mr. [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $99.00 and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file.
Again, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
November 28, 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...
lease. Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms. [redacted] wanted. Should she have any other questions or concerns, I ([redacted] may be reached during normal business hours at ([redacted] 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
Contact Name and Title: MELISSA [redacted]
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Rudy [redacted] - # 945[redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the repairs to his refrigerator.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Our records show that A&E Factory Service initially installed a new icemaker in Mr. [redacted] refrigerator on June 12, 2015. Unfortunately, the repair did not resolve the issue with the unit. Mr. Walters called for service again the next day to report that the unit was not working. A technician re-examined Mr. [redacted] refrigerator on June 24, 2015, and determined that a control board had failed. The part was replaced that day and appeared to resolve the issue. Mr. [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient ice. A technician subsequently examined the refrigerator on July 8, 2015, and replaced the display cover. Mr. [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected.
Understandably, Mr. [redacted] is upset with the follow-up repairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressed. While we cannot provide Mr. [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the charges. Two credits were processed on July 14, 2015; a credit for $102.68 to Mr. [redacted] Visa account ending in 3698 and a credit for $57.28 to Mr. [redacted] Visa account ending in 4320. These credits should post to both accounts within the next five to seven days. With that said, since we have repaired Mr. [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed.
We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David J. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current refrigerator and as the same model is still available, it was determined that $2,304.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 8, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (303) 696-1944, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, 2019. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with...
Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]’s concerns to the District Service Manager for further review. On January 14, 2016, the technician returned to Ms. [redacted]’s home and completed the repair to her refrigerator. Additionally, Customer Service Advocate Stephannie [redacted] submitted a check request for $250.00, which Ms. [redacted] should receive in the next two weeks. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. With that said, since we have completed the repair to Ms. [redacted]’s refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding her battery. As clarification, the terms of Ms. [redacted] manufacturer’s warranty do not provide for a refund; it is a replacement warranty. Accordingly, we are unable to grant her request for a refund. We did offer to provide her with a replacement if she wanted and she could then return the battery she purchased from another retailer on her own, but she declined. We realize that the operating hours of Ms. [redacted] local Sears Auto Center may not have been not convenient for her, which is why we offered to provide her with a partial refund for $106.12 as a courtesy and she accepted. That credit was issued on July 27, 2016. 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]
April 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake...
evaluation. [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attention. We are taking steps to have this addressed right now. In the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be used. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] 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]
February 27, 2017 [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 points she feels she...
was missing from her Shop your Way Rewards account. We were able to locate Ms. [redacted] layaway order. We want to first note that points are earned for the cost of the merchandise only; any sales tax or shipping fees would not be included. Ms. [redacted] initial merchandise total for order number [redacted] was $169.22, but she used a $15.00 coupon, which brought the qualified amount to $154.22 and her earned points would have been worth $1.54, but we added an additional $5.00 as a courtesy so $6.54 worth of points were added to her account on February 15, 2017. Ms. [redacted] is not entitled to $216.00 worth of points unless she made other orders we are not aware of at this time. If so, they would have to have been placed under a different phone number, email address or Shop Your Way Rewards account number as we used all three criteria to search for orders for her. If Ms. [redacted] has other order information, she may forward via email to the address listed below. Otherwise, we have added the point she was due and more; therefore, 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] Tell us why here...
December 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 Shop Your Way...
Rewards (SYWR) account and a refund she received recently. According to our records, Ms. [redacted] earned $10.00 in surprise points on her initial order. In order to qualify for those points, you had to meet a certain dollar amount. Ms. [redacted] then used that $10.00 on November 8, 2016, on sales check 093000166450 for a pair of navy sandals. When she returned the merchandise from her original order, she no longer qualified for the $10.00 in points. Had those points not been used to purchase the navy sandals, they would have simply been removed from her account. However, since the points had already been used and Ms. [redacted] did not have enough in her SYWR account to cover that amount, the value was deducted from her refund. This is in accordance with the terms of the SYWR program: “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balance. In the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value. For example, this would apply if you purchased an item for $100 and earned 5,000 Points, you redeemed those 5,000 Points on another purchase and then returned the $100 item you originally purchased. If you still have more than 5,000 Points in your account, the Company will deduct 5,000 Points from your account when you return the $100 item. But if you only have 2,500 Points in your account, the Company will deduct 2,500 Points from your account and may either (a) deduct the other 2,500 Points from your account to create a negative account balance of -2,500 Points or (b) convert the Points shortfall (2,500 Points) to its Redemption Value (assume it is $2.50) and deduct that amount from your refund, so the amount of your refund upon return is $97.50 instead of $100.” As illustrated above, the reduced refund Ms. [redacted] received was proper considering the circumstances. 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] Specialist, Regulatory Complaints [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,
Linda R**
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jim [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a garden tractor purchased from Sears. The tractor noted in Mr. [redacted]’s...
complaint was purchased from Sears on January 2, 2016. It is important to add that Sears’ return policy is for a period of 30 days. The first time Sears serviced the tractor was on July 27th, some 7 months after its purchase, when an alternator was replaced. On August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternator. We replaced a belt and pulley. Since we have clarified that Sears’ return policy is for 30 days and have noted the completed service, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I had to repurchase another set on your sister site Kmart.com and I tried to call and have the original invoice returned and reprocessed using the gift cards I have been patiently awaiting and now they told me I cannot do this. The delay on receiving the gift cards was your error so you need to have someone fix this for me ASAP. Call my cell [redacted] with the right person who can address this matter, I'm now extremely upset after all this.
Sincerely,
[redacted]
May 17, 2017[redacted]Our File No[redacted]Revdex.com Case # [redacted]Via: First Class MailDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know...
that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. Per your agreement with SHIP/Sears, a credit in the amount of $356.83 was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknown. It is our understanding that the concern has been resolved by our issuance of the aforementioned credit. Therefore, we have closed our file. If you have any further questions or concerns, please contact me at [redacted] [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
May 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encountered with the return of the range he ordered online from our Sears Outlet Store.
As previously stated, Mr. [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the range. Since the outlet store had closed, the unit was returned to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range and requested assistance with expediting his refund for the return. We received confirmation that the range was returned and our attempts to process the refund to Mr. [redacted] account failed. Therefore, we issued the refund on two separate bank checks; $898.79 and $13.09 for a total of $911.88. Mr. [redacted] should receive the bank checks via mail within 10 – 14 business days. In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Augusto M[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. M[redacted] complaint regarding her recent online order...
experience and his request for a refund. It is unfortunate that we failed Mr. M[redacted] expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the order, we sent an email correspondence to the local Sears Outlet store to research further. Accordingly, a refund of $169.95 was issued today February 27, 2018, under return receipt number [redacted]. The credit should post to the [redacted] account within 3 to 5 business days. Additionally, we hope that in the future Mr. M[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. Should Mr. M[redacted] have any questions, he may contact the store directly at ([redacted] In the interim, we have noted Mr. M[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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Therese Mcc[redacted]
December 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Ann W. M[redacted] Dear [redacted] We have completed our investigation of Ms. M[redacted] complaint regarding a recent repair appointment....
We want to apologize to Ms. M[redacted] for the misunderstanding. It seems she did try to make our repair center aware of the need to have her [redacted] branded unit repaired. We have a list of brands that are serviceable by our company that employees have access to so we will be addressing that issue with the employees that scheduled her appointment. That said, a check for the $69.99 was sent to Ms. M[redacted] and she should have received it by now. We apologize to Ms. 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, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Complaint: [redacted]
I am rejecting this response because:1... you did not include all dates the technician came out (there have now been 5 visits), and yes it was purchased in September but NOT DELIVERED until January.2... we called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I received. As one of your sales men told my husband he would take it to the parking lot to settle this. (how professional was that? - he should be fired!) 3. All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid 2000 for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming to. What happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,000 with your company. Your company should have showed some sort of respect for me and my family and made it right within days and not months. Sincerely,
[redacted]
September 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Eva-beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the clothes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the first order on July 24, 2016 and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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] direct
Matilda.[redacted]@searshc.com
February 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Amanda N S[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. S[redacted] complaint regarding the fee she was...
billed for a canceled service call. We would clarify that the only way for a technician to even know a service call was scheduled would be to have it put on his route. The only way to do that is to have the service order in a “waiting service” status. If the order had been canceled by her warranty provider, then it would never have been assigned to a technician. We did have a technician go out and service was refused at the door so we were within our rights to send Ms. S[redacted] a bill. If she felt that it was her warranty provider that should have canceled the repair, then she should have had them pay the fee. With that said, as a one-time courtesy our Executive Member Support team did find that Ms. S[redacted] had paid the bill and the case manager requested for a refund to be issued. If she has not received her refund, she is welcome to contact her case manager Rachel Q[redacted] In the interim, since it was our understanding that this resolution met with her approval, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Dana S[redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.S[redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
September 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561992 - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal to our previous response.
We can only reiterate that our minimum fee is not $249.00. Mr. [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $249.00. With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect information. If Mr. [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be made. In the interim, since we are willing to review whatever document Mr. [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $99.00 and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file.
Again, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com