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. I have been contacted by a representative from Sedgwick and hope to reach a mutually agreeable resolution. Thanks very much for your help in this matter.
Sincerely,
[redacted]
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**
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding how she was treated during the delivery of her range.Upon receiving [redacted]...
[redacted] complaint, we escalated her concerns to [redacted], District Manager, who assisted with this manner. The owner of the store where [redacted] purchased her range reached out to her and apologized for her experience and offered a $25.00 gift card to which she accepted. This incident will be addressed at the store level as well to ensure that an incident such as this does not happen again. 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]
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. First, we would like to...
apologize to Mr. [redacted] for failing his expectations and sincerely regret that this incident occurred. Upon receiving Ms. [redacted] complaint, we were able to move up his appointment and schedule a different technician to examine his refrigerator. Our records show that a technician examined Mr. [redacted] refrigerator on May 21, 2016. The technician installed a screw on the water tank and explained to Mr. [redacted] that the missing shelves in his refrigerator could not be replaced under his Repair Protection Agreement. However, Mr. [redacted] was provided with the part number so he could order them from a parts website. Additionally, we forwarded this matter to the service unit manager, so that he could address the customer service issues directly with the technician in question and provide the appropriate coaching It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Mr. [redacted] may have experienced during the repair of his refrigerator. As a conciliatory gesture for any frustration Mr. [redacted] may have experienced, [redacted] with unit [redacted] is sending him a $50.00 gift card, that should be received in the next two to three weeks. Lastly, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Barbara W[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted]’ rebuttal. A check for the $560.00 we offered has been issued to the address Ms. W[redacted] noted and it will arrive within 10-12 business days. As for the permit, our records form that far are not as detailed as recent files. We can see what appears to be an application for a permit filed with her address listed for her local building code regulation office and we provided her with what information we had at hand. We 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]
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]
We did not take out the extended warranty...the trouble with the refrigerator started before the one year warranty had expired...we were then covered for all subsequent services because the three failures all took place with in 90 days of each other.My complaint is that the refrigerator never worked...
right in the first place...a company should stand behind their product when it fails before the warranty expires and continues to fail every two months thereafter.
September 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Susan S. J[redacted] Dear [redacted] We have...
completed the investigation of Ms. J[redacted] complaint regarding her refrigerator lease. First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. When we spoke with WNLI, they indicated that they had been trying to reach Ms. J[redacted] to get some information from her that was needed to process her refund. We are unable to assist with this matter any further as Ms. J[redacted] would need to contact WNLI, the administrator of her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. J[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 [redacted]
Complaint: [redacted]
I am rejecting this response because:I told the lady that called me that someone came in because the red light that had been on after the 3rd visit had gone off. In discussing with my family, I found out that no one was actually called that the light went out by itself. Sears can come in to verify this themselves. The service company that came in from Sears had mentioned there was another part they had to bring in to complete the work. That has not been done. They were trying to come in this week but I have not heard or gotten any calls. If Sears want to shift the blame and defer liability there has to be a reason why but I am opened to an independent investigation to confirm if an outsider actually worked on this. ONCE AGAIN... I AM REITERATING THE FACT THAT NO OUTSIDE TECHNICIAN HAS WORKED ON THE REFRIGERATOR SINCE PURCHASED BESIDES SEARS. The Red light went off by itself which then allowed the refrigerator light inside to work and does not cut off and stop. Since this happened, we had to turn the refrigerator to the coldest temperature to get the food cold inside. SO I DISAGREE WITH SEARS on the response they have given. It is also a slap in my face when such a big organzation does not have remorse or even try to apologise to the inefficient service that has been rendered so far. The unfortunate thing is that 90% of all our household appliances were purchased from Sears and with warranty. This warranty is a rip off if it is taking over a month to repair a refrigerator which is a basic neccessity in any home. This organizatoin or her rep. has not apologised for the inconveniences, inefficiencies and the loss of things we experienced but are talking about warranty no longer in effect...THIS IS RUBBISH & UNACCEPTABLE AND WE WILL TAKE IT TO ANY LENGTH UNTIL THIS MATTER IS RESOLVED
Sincerely,
Mojisola [redacted]
Complaint: [redacted]
I am rejecting this response because: What was told to us by sales and the store are completely different than what they actually did.
Sincerely,
Elaine S[redacted] Dear Ms. [redacted] My rebuttal to Sears,On March 14, 2017, we purchased a Kenmore washer and dryer (order #[redacted] from Sears which happened to made by [redacted] At the time of purchase we questioned the rear exhaust of the dryer as we needed a side exhaust, the manager Robert told us not to worry about that as [redacted] or [redacted] sold a rectangular adapter (called an adjustable periscope dryer vent) that would take care of that and we would not need the exhaust to be changed to the side. We went and purchased the item he said to get but we could not use it as the dryer has a water pipe for steam that went into the back of the dryer and prohibited the adapter from fitting. On March 20, 2017 we went back to the store and explained the problem and Robert said that they would exchange the dryer for the proper side exhausted that we needed and should have got in the first place. At that time the dryer was out of stock so we had to wait for it come back in stock. When the dryer was back in stock it was delivered on March 27,2017 and installed but we discovered it no longer matched the washer we had because it was a different color. Again we went back to the store and explained that the dryer did not match the wash machine and they were no longer a matching set. Robert said that he would order us another dryer but before Robert ordered the dryer we asked if they could check the color before delivery to make sure it matched and we were told absolutely not. We informed them that if we couldn’t get a matching pair we did not want them. At that point we were informed that they would not take them back. Mr. W[redacted] states that we were to contact ** which he said I refused to do. Something I never did. I called the customer service department of ** and talked to a woman there. She understood my problem but said we were misinformed by Sears as once the Kenmore name is place on a product it no longer belongs to [redacted] She said she wished she could help me but this was no longer her company’s problem it was Sears’. It was never once mentioned to me that there was a possibility of a color variation on the products. I again contacted ** through face book to see if the person I talked to earlier in customer service at ** was telling me the correct information and I got the same reply (a copy of which is attached). We were told by Carol that the ** Rep. was the one that told her to have us contact [redacted] never once did she say she personally talked to the company and that they discussed the color variations with her. Nothing was ever discussed with us about there being a possibility of a shade difference, if that were the case why would they be selling something as a matched pair. It would be like ordering a pair of shoes, which arrive being two different shades of a color, the store then telling you, you can’t return or exchange them because it’s just a cosmetic problem it won’t affect the wear of the shoes. Would you accept that, of course not so why should we have to? We never once went into the store demanding that the washer and dryer be exchanged, their manager Robert told us that he was going to order both the washer and dryer. He said that this is what he should have done [redacted] in the beginning in hopes they would be the same color. We were told by the store that they could not open the boxes at the warehouse to check the colors but according to Sears Customer Solutions they could. After not hearing from Robert about the exchange we went to the store to find out what was going on. We found out that Mr. W[redacted] refused to let him order the set. He then said that he would try to order the washer only, but again Mr. W[redacted] refused. We went into the store and asked for the paper work on the washer and dryer because there was a lot of confusion and he wanted to take them home to see if he could study them and try to understand what was going on. As it turned out he never did get copies of all the paper work. This was also noted by Sears Customer Solutions, who sent a directive to the store to straighten out the paper work as they too did not understand them. He never said that he understood what was going on and that we would not fight the charges. I never once went into the store as Mr. W[redacted] is stating and request a 25% refund for my purchase, nor did I request that I be reimbursed for laundry expenses. As far as the 30 day return or refund policy I was concerned about time running out as I had addressed it with both the Customer Solutions department and the stores Assistant Manager Scott (on May 3, 2017) and was reassured by both that the 30 days didn’t matter as this problem came about well before the 30 days were up and it was an ongoing problem. As far as disputing a charge everyone has the option of disputing something that is not [redacted] and the store has no say as to whether you do or do not. Naturally if your purchase is not correct you have the [redacted] to dispute it. Apparently what we were told by the sales and store is completely different than what they actually did. Something I don’t understand is that they have a Customer Solutions department which is supposed to be at the corporate level, they handed out directives to the store as what they are to do when a customer has a problem. I talked to them at least three times and each time they sent the store a directive to take care of this problem but they refused to do so. Mr. W[redacted] said that we could reach him during normal business hours by calling the number he furnished, but it was amazing because my husband tried numerous times during normal business hours and Mr. W[redacted] was either at lunch, in a meeting, out of the building, or on vacation. It almost seemed that he was avoiding us. The resolution that I would like is either they furnish me with a matching washer and dryer (same color) or allow me to return what I have for a full refund which we tried to do before the 30 days were up We have been purchasing our appliances from Sears since we purchased our first home. We found that the Kenmore name had the quality and features that we wanted in our appliances. It was because of these reasons that we went back to Sears to purchase our new washer and dryer. Apparently that has all changed, and Kenmore no longer has the quality or integrity that we have come to know and expect.Elaine S[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: George A [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a refund from www.sears.com. Mr. [redacted]’s refund has been processed...
and he should see a credit in the amount of $32.95 post to his Visa ending in 4962. The sales check number referencing the credit is 09[redacted]. Typically a credit to a credit card will post to the account within 3-5 business days. If the credit does not post to the account within the aforementioned timeframe I ask that Mr. [redacted] contact me personally at 512/248-7930 or via email at Adam.[redacted]@searshc.com. At this time since we have noted the processing of Mr. [redacted]’s refund, 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
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...
November 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Our records show that the appointment for November 4, 2016, was rescheduled because the parts needed to complete the repair had not arrived. There are notes indicating that Mr. [redacted] was told that the technician was in route. We can only apologize if he was provided with this misinformation. As to food loss, since Mr. [redacted] does not currently carry a protection agreement, he is not entitled to food loss reimbursement. However, as a one-time courtesy, we will send him a check for $150.00 to off-set any food loss he may have incurred. The check should be received in the next two weeks. With that said, since we not noted Mr. [redacted] additional comments and addressed his concerns accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Michael James [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of a refund for a part he refused upon delivery. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct. 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. Additionally, our records indicate that a refund of $28.38 was issued to Mr. [redacted] on October 5, 2016. 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
June 29, 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 recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that this was a store pick up order and the store is responsible for issuing the refund. Unfortunately, the refund had not been processed therefore Sears Online processed the refund on June 16, 2016, under return receipt number [redacted] for a total of $53.42. Additionally, we hope that in the future Ms. Toth will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] , We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and request to receive the missing packages of socks he ordered. It is unfortunate that we failed Mr. [redacted] expectations when he placed his online order. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we found that Sears Online issued a refund for the socks in question on December 12, 2016. Accordingly, a credit of $10.22 was issued back to the Shop Your Way Reward account and $10.90 back to the credit card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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] rebuttal regarding his dissatisfaction with our response to his complaint about a recent online chat experience. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, any request for specific information about an employee and/or Sears’ methods for addressing complaints about specific employees intrudes upon the employee and/or employer’s protected right to privacy. We feel that our clarification of the “refurbished” description, as posted on our website, is a sufficient resolution for this issue, especially considering that Mr. [redacted] did not complete a purchase that would be affected by an explanation of this description, whether correct or otherwise. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we can only again apologize that we failed his expectations. 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]
February 15, 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...
our customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that we received a chargeback request from Ms. [redacted] credit provider, which resulted in a refund of her original order. Sears.com agents also placed a new order for the luggage at the requested sale price, and issued points to her Shop Your Way Rewards account as an apology for this issue. At this time, we can only reiterate that we truly regret any inconvenience Ms[redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
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. I have been contacted by a representative from Sedgwick and hope to reach a mutually agreeable resolution. Thanks very much for your help in this matter.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
They replaced the washing machine as promised.
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**
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding how she was treated during the delivery of her range.Upon receiving [redacted]...
[redacted] complaint, we escalated her concerns to [redacted], District Manager, who assisted with this manner. The owner of the store where [redacted] purchased her range reached out to her and apologized for her experience and offered a $25.00 gift card to which she accepted. This incident will be addressed at the store level as well to ensure that an incident such as this does not happen again. 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]
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. First, we would like to...
apologize to Mr. [redacted] for failing his expectations and sincerely regret that this incident occurred. Upon receiving Ms. [redacted] complaint, we were able to move up his appointment and schedule a different technician to examine his refrigerator. Our records show that a technician examined Mr. [redacted] refrigerator on May 21, 2016. The technician installed a screw on the water tank and explained to Mr. [redacted] that the missing shelves in his refrigerator could not be replaced under his Repair Protection Agreement. However, Mr. [redacted] was provided with the part number so he could order them from a parts website. Additionally, we forwarded this matter to the service unit manager, so that he could address the customer service issues directly with the technician in question and provide the appropriate coaching It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Mr. [redacted] may have experienced during the repair of his refrigerator. As a conciliatory gesture for any frustration Mr. [redacted] may have experienced, [redacted] with unit [redacted] is sending him a $50.00 gift card, that should be received in the next two to three weeks. Lastly, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Barbara W[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted]’ rebuttal. A check for the $560.00 we offered has been issued to the address Ms. W[redacted] noted and it will arrive within 10-12 business days. As for the permit, our records form that far are not as detailed as recent files. We can see what appears to be an application for a permit filed with her address listed for her local building code regulation office and we provided her with what information we had at hand. We 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]
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]
We did not take out the extended warranty...the trouble with the refrigerator started before the one year warranty had expired...we were then covered for all subsequent services because the three failures all took place with in 90 days of each other.My complaint is that the refrigerator never worked...
right in the first place...a company should stand behind their product when it fails before the warranty expires and continues to fail every two months thereafter.
September 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Susan S. J[redacted] Dear [redacted] We have...
completed the investigation of Ms. J[redacted] complaint regarding her refrigerator lease. First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. When we spoke with WNLI, they indicated that they had been trying to reach Ms. J[redacted] to get some information from her that was needed to process her refund. We are unable to assist with this matter any further as Ms. J[redacted] would need to contact WNLI, the administrator of her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. J[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 [redacted]
Complaint: [redacted]
I am rejecting this response because:I told the lady that called me that someone came in because the red light that had been on after the 3rd visit had gone off. In discussing with my family, I found out that no one was actually called that the light went out by itself. Sears can come in to verify this themselves. The service company that came in from Sears had mentioned there was another part they had to bring in to complete the work. That has not been done. They were trying to come in this week but I have not heard or gotten any calls. If Sears want to shift the blame and defer liability there has to be a reason why but I am opened to an independent investigation to confirm if an outsider actually worked on this. ONCE AGAIN... I AM REITERATING THE FACT THAT NO OUTSIDE TECHNICIAN HAS WORKED ON THE REFRIGERATOR SINCE PURCHASED BESIDES SEARS. The Red light went off by itself which then allowed the refrigerator light inside to work and does not cut off and stop. Since this happened, we had to turn the refrigerator to the coldest temperature to get the food cold inside. SO I DISAGREE WITH SEARS on the response they have given. It is also a slap in my face when such a big organzation does not have remorse or even try to apologise to the inefficient service that has been rendered so far. The unfortunate thing is that 90% of all our household appliances were purchased from Sears and with warranty. This warranty is a rip off if it is taking over a month to repair a refrigerator which is a basic neccessity in any home. This organizatoin or her rep. has not apologised for the inconveniences, inefficiencies and the loss of things we experienced but are talking about warranty no longer in effect...THIS IS RUBBISH & UNACCEPTABLE AND WE WILL TAKE IT TO ANY LENGTH UNTIL THIS MATTER IS RESOLVED
Sincerely,
Mojisola [redacted]
Complaint: [redacted]
I am rejecting this response because: What was told to us by sales and the store are completely different than what they actually did.
Sincerely,
Elaine S[redacted] Dear Ms. [redacted] My rebuttal to Sears,On March 14, 2017, we purchased a Kenmore washer and dryer (order #[redacted] from Sears which happened to made by [redacted] At the time of purchase we questioned the rear exhaust of the dryer as we needed a side exhaust, the manager Robert told us not to worry about that as [redacted] or [redacted] sold a rectangular adapter (called an adjustable periscope dryer vent) that would take care of that and we would not need the exhaust to be changed to the side. We went and purchased the item he said to get but we could not use it as the dryer has a water pipe for steam that went into the back of the dryer and prohibited the adapter from fitting. On March 20, 2017 we went back to the store and explained the problem and Robert said that they would exchange the dryer for the proper side exhausted that we needed and should have got in the first place. At that time the dryer was out of stock so we had to wait for it come back in stock. When the dryer was back in stock it was delivered on March 27,2017 and installed but we discovered it no longer matched the washer we had because it was a different color. Again we went back to the store and explained that the dryer did not match the wash machine and they were no longer a matching set. Robert said that he would order us another dryer but before Robert ordered the dryer we asked if they could check the color before delivery to make sure it matched and we were told absolutely not. We informed them that if we couldn’t get a matching pair we did not want them. At that point we were informed that they would not take them back. Mr. W[redacted] states that we were to contact ** which he said I refused to do. Something I never did. I called the customer service department of ** and talked to a woman there. She understood my problem but said we were misinformed by Sears as once the Kenmore name is place on a product it no longer belongs to [redacted] She said she wished she could help me but this was no longer her company’s problem it was Sears’. It was never once mentioned to me that there was a possibility of a color variation on the products. I again contacted ** through face book to see if the person I talked to earlier in customer service at ** was telling me the correct information and I got the same reply (a copy of which is attached). We were told by Carol that the ** Rep. was the one that told her to have us contact [redacted] never once did she say she personally talked to the company and that they discussed the color variations with her. Nothing was ever discussed with us about there being a possibility of a shade difference, if that were the case why would they be selling something as a matched pair. It would be like ordering a pair of shoes, which arrive being two different shades of a color, the store then telling you, you can’t return or exchange them because it’s just a cosmetic problem it won’t affect the wear of the shoes. Would you accept that, of course not so why should we have to? We never once went into the store demanding that the washer and dryer be exchanged, their manager Robert told us that he was going to order both the washer and dryer. He said that this is what he should have done [redacted] in the beginning in hopes they would be the same color. We were told by the store that they could not open the boxes at the warehouse to check the colors but according to Sears Customer Solutions they could. After not hearing from Robert about the exchange we went to the store to find out what was going on. We found out that Mr. W[redacted] refused to let him order the set. He then said that he would try to order the washer only, but again Mr. W[redacted] refused. We went into the store and asked for the paper work on the washer and dryer because there was a lot of confusion and he wanted to take them home to see if he could study them and try to understand what was going on. As it turned out he never did get copies of all the paper work. This was also noted by Sears Customer Solutions, who sent a directive to the store to straighten out the paper work as they too did not understand them. He never said that he understood what was going on and that we would not fight the charges. I never once went into the store as Mr. W[redacted] is stating and request a 25% refund for my purchase, nor did I request that I be reimbursed for laundry expenses. As far as the 30 day return or refund policy I was concerned about time running out as I had addressed it with both the Customer Solutions department and the stores Assistant Manager Scott (on May 3, 2017) and was reassured by both that the 30 days didn’t matter as this problem came about well before the 30 days were up and it was an ongoing problem. As far as disputing a charge everyone has the option of disputing something that is not [redacted] and the store has no say as to whether you do or do not. Naturally if your purchase is not correct you have the [redacted] to dispute it. Apparently what we were told by the sales and store is completely different than what they actually did. Something I don’t understand is that they have a Customer Solutions department which is supposed to be at the corporate level, they handed out directives to the store as what they are to do when a customer has a problem. I talked to them at least three times and each time they sent the store a directive to take care of this problem but they refused to do so. Mr. W[redacted] said that we could reach him during normal business hours by calling the number he furnished, but it was amazing because my husband tried numerous times during normal business hours and Mr. W[redacted] was either at lunch, in a meeting, out of the building, or on vacation. It almost seemed that he was avoiding us. The resolution that I would like is either they furnish me with a matching washer and dryer (same color) or allow me to return what I have for a full refund which we tried to do before the 30 days were up We have been purchasing our appliances from Sears since we purchased our first home. We found that the Kenmore name had the quality and features that we wanted in our appliances. It was because of these reasons that we went back to Sears to purchase our new washer and dryer. Apparently that has all changed, and Kenmore no longer has the quality or integrity that we have come to know and expect.Elaine S[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: George A [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a refund from www.sears.com. Mr. [redacted]’s refund has been processed...
and he should see a credit in the amount of $32.95 post to his Visa ending in 4962. The sales check number referencing the credit is 09[redacted]. Typically a credit to a credit card will post to the account within 3-5 business days. If the credit does not post to the account within the aforementioned timeframe I ask that Mr. [redacted] contact me personally at 512/248-7930 or via email at Adam.[redacted]@searshc.com. At this time since we have noted the processing of Mr. [redacted]’s refund, 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
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...
November 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Our records show that the appointment for November 4, 2016, was rescheduled because the parts needed to complete the repair had not arrived. There are notes indicating that Mr. [redacted] was told that the technician was in route. We can only apologize if he was provided with this misinformation. As to food loss, since Mr. [redacted] does not currently carry a protection agreement, he is not entitled to food loss reimbursement. However, as a one-time courtesy, we will send him a check for $150.00 to off-set any food loss he may have incurred. The check should be received in the next two weeks. With that said, since we not noted Mr. [redacted] additional comments and addressed his concerns accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Michael James [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of a refund for a part he refused upon delivery. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct. 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. Additionally, our records indicate that a refund of $28.38 was issued to Mr. [redacted] on October 5, 2016. 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
June 29, 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 recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that this was a store pick up order and the store is responsible for issuing the refund. Unfortunately, the refund had not been processed therefore Sears Online processed the refund on June 16, 2016, under return receipt number [redacted] for a total of $53.42. Additionally, we hope that in the future Ms. Toth will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] , We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and request to receive the missing packages of socks he ordered. It is unfortunate that we failed Mr. [redacted] expectations when he placed his online order. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we found that Sears Online issued a refund for the socks in question on December 12, 2016. Accordingly, a credit of $10.22 was issued back to the Shop Your Way Reward account and $10.90 back to the credit card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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] rebuttal regarding his dissatisfaction with our response to his complaint about a recent online chat experience. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, any request for specific information about an employee and/or Sears’ methods for addressing complaints about specific employees intrudes upon the employee and/or employer’s protected right to privacy. We feel that our clarification of the “refurbished” description, as posted on our website, is a sufficient resolution for this issue, especially considering that Mr. [redacted] did not complete a purchase that would be affected by an explanation of this description, whether correct or otherwise. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we can only again apologize that we failed his expectations. 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]
February 15, 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...
our customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that we received a chargeback request from Ms. [redacted] credit provider, which resulted in a refund of her original order. Sears.com agents also placed a new order for the luggage at the requested sale price, and issued points to her Shop Your Way Rewards account as an apology for this issue. At this time, we can only reiterate that we truly regret any inconvenience Ms[redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]