August 23, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Jason S[redacted] Dear Ms. [redacted]We have completed the investigation of Mr. S[redacted]’ complaint regarding his dissatisfaction that his purchased fridge sooner than he...
expected.We apologize that Mr. S[redacted]’s fridge failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.Our records indicate that Mr. S[redacted] called customer service on August 02, 2017 to report that that water was leaking from the fridge. Customer service offered Mr. S[redacted] a service call to have the appliance’s installation inspected however Mr. S[redacted] declined and an exchange was processed for August 07, 2017. Our records show that Mr. S[redacted] called back later and requested to cancel the exchange and requested a pick up. Customer processed the pick-up are requested and scheduled it for August 11, 2017. Our records show that Mr. S[redacted] was issued a credit in the amount of $74.80 back to the original form of payment on July 27, 2017. On August 12, 2017 the remainder refund was issued totaling $1175.61 via a mail bank check. Since Mr. S[redacted] was credited accordingly for his canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]Regulatory Complaint Specialist Sears Holdings Corporation/SHCDirect -[redacted]
January 9, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Elizabeth L[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. L[redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. L[redacted] case, our records show that she called customer service on November 7, 2017 to request a return on her purchased mattress set due to not meeting her comfort needs. Customer service advised her to call back on December 02, 2017 to have her request processed. A standard restock and delivery fee would be charged for the return. While we understand that Ms. L[redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange request. To waive this for Ms. L[redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discrimination. At this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do so. We ask that she contact her Case Manager Ema C[redacted] at [redacted] and we would gladly process her return. This offer is valid until January 13, 2018. Any date after voids the offer. Since we have provided a direct contact for Mr. L[redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
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]’s complaint regarding the tax she was charged on the...
deductible she paid for a service appointment recently. Home Warranty contracts are subject to sales tax in the state of Arkansas. Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner. We find no Arkansas law that would make the deductible non-taxable. If, as Ms. [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged. The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $75 deductible, and that is the trade-off that the state is making. Despite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms. [redacted] was seeking as a customer courtesy. This check should arrive within 10-12 business days. 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]
Complaint: [redacted]I am rejecting this response because:Your response completely ignores the manager's own admission that she personally took down all 90-day air mattress return policy signs around Halloween of 2016. Her admission was witnessed by others.The manager's admission proves the store was not following corporate policy, by removing all such signs in 2015. If such signs were present around Halloween of 2016, why is it so difficult to believe a residual sign may have still existed in November of 2016?The answer is that the store manager does not want to admit to having violated corporate policy, by continuing to post 90-day return signs in 2016. Indeed, the store manager has much more to lose than just the refund of an inexpensive air mattress. In short: the store manager is negligent, Sears corporate is complicit, and an honest consumer is being penalized.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11949734, and find that this resolution is satisfactory to me.
Sincerely,
H Stephen [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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - [redacted] M [redacted] Dear Ms. [redacted]: We are currently working with Ms. [redacted] regarding her service experience and the information she received regarding the first 30...
days coverage under the Sears Appliance Warranty. We are waiting information from Ms. [redacted]. She has been provided with my directly contact information. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] L [redacted]
January 8, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Frank F. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. [redacted] order was placed through one of our Marketplace vendors, Big Electron Liquidators. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case, it appears that an error was made and that item number was removed for that price from our website once noticed. Regardless though, the merchant clearly did not have any intent to sell the stereo at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and Mr. [redacted] noted that he has already received a refund, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, 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, Tammie [redacted] Specialist, Regulatory Complaints Email: Tammie.[redacted]@searshc.com
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]
Initial Business Response /* (1000, 10, 2015/07/29) */
July 29, 2015
Revdex.com
Attn[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX/[redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. It was found that the shower wall is unable to be repaired. The shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears office. Once the material has been received we will schedule the replacement. I will provide you with an update once all service issues have been addressed.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension[redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (2000, 12, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 2, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10971519 – Jie **Dear Ms. [redacted],We have completed the investigation of Mr. **’s
complaint regarding the most recent online order placed under his email address.After researching the...
complaint filed, we would like to
provide some clarification. We found a record of complaints filed by Mr. **
including three previous Revdex.com complaints. Additionally, we show
that some of his past orders had been placed by the same name and address of
the person listed on this current order number (961485474) that he has filed a
complaint about. Mr. ** had no issue with this in his past orders therefore at
some point he did authorize this person to use his account before. We have made
many accommodations for Mr. ** including this refund however it should be noted
that this will be a one-time courtesy exception. At this point, Mr. ** must change
his email password for his online profile and email address including his Shop
Your Way Reward pin number if he no longer wants to share his account. While it
is Mr. **’s responsibility, we can only recommend that he update his profile
information to protect himself from any further unauthorized use of his email
address and Shop Your Way Reward account in the future. With that said, we have
noted this exception in his record with Sears. Finally, since the points have
already been refunded back to his Shop Your Way Reward account on November 29,
2015, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
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
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent purchase.After reviewing the complaint filed,...
we communicated
with [redacted] via email and requested additional information. [redacted] provided us with the original sales receipt number and we forwarded
that information to the local store for assistance. Store General Manager [redacted] responded stating that she had reached out to [redacted] to
address her complaint and agreed to return to the store for an exchange of the
jeans. We apologize again for any inconvenience [redacted] experienced and
hope that in the future she will allow us another opportunity to provide her
with a better example of customer service. Should [redacted] have any
questions, she may contact the store directly at [redacted] In the interim,
we have noted [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]
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:
Sincerely,
Christopher [redacted] It's just not acceptable to have to wait that long for a service I have already paid for. And they didn't mention anything about customer service reps hanging up on me. Nice
November 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for items she ordered from sears.com but did not receive. 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. Additionally, we have confirmed that upon our receipt of this complaint, Ms. [redacted] had already been informed that a refund of $887.35 was issued to her [redacted] account ending in [redacted] on October 13, 2016. At this time, we can only reiterate that we truly regret any inconvenience she 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally I received the refund gift card on 09/09/2015.
August 23, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Jason S[redacted] Dear Ms. [redacted]We have completed the investigation of Mr. S[redacted]’ complaint regarding his dissatisfaction that his purchased fridge sooner than he...
expected.We apologize that Mr. S[redacted]’s fridge failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.Our records indicate that Mr. S[redacted] called customer service on August 02, 2017 to report that that water was leaking from the fridge. Customer service offered Mr. S[redacted] a service call to have the appliance’s installation inspected however Mr. S[redacted] declined and an exchange was processed for August 07, 2017. Our records show that Mr. S[redacted] called back later and requested to cancel the exchange and requested a pick up. Customer processed the pick-up are requested and scheduled it for August 11, 2017. Our records show that Mr. S[redacted] was issued a credit in the amount of $74.80 back to the original form of payment on July 27, 2017. On August 12, 2017 the remainder refund was issued totaling $1175.61 via a mail bank check. Since Mr. S[redacted] was credited accordingly for his canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]Regulatory Complaint Specialist Sears Holdings Corporation/SHCDirect -[redacted]
January 9, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Elizabeth L[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. L[redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. L[redacted] case, our records show that she called customer service on November 7, 2017 to request a return on her purchased mattress set due to not meeting her comfort needs. Customer service advised her to call back on December 02, 2017 to have her request processed. A standard restock and delivery fee would be charged for the return. While we understand that Ms. L[redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange request. To waive this for Ms. L[redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discrimination. At this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do so. We ask that she contact her Case Manager Ema C[redacted] at [redacted] and we would gladly process her return. This offer is valid until January 13, 2018. Any date after voids the offer. Since we have provided a direct contact for Mr. L[redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
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]’s complaint regarding the tax she was charged on the...
deductible she paid for a service appointment recently. Home Warranty contracts are subject to sales tax in the state of Arkansas. Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner. We find no Arkansas law that would make the deductible non-taxable. If, as Ms. [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged. The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $75 deductible, and that is the trade-off that the state is making. Despite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms. [redacted] was seeking as a customer courtesy. This check should arrive within 10-12 business days. 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]
Complaint: [redacted]I am rejecting this response because:Your response completely ignores the manager's own admission that she personally took down all 90-day air mattress return policy signs around Halloween of 2016. Her admission was witnessed by others.The manager's admission proves the store was not following corporate policy, by removing all such signs in 2015. If such signs were present around Halloween of 2016, why is it so difficult to believe a residual sign may have still existed in November of 2016?The answer is that the store manager does not want to admit to having violated corporate policy, by continuing to post 90-day return signs in 2016. Indeed, the store manager has much more to lose than just the refund of an inexpensive air mattress. In short: the store manager is negligent, Sears corporate is complicit, and an honest consumer is being penalized.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11949734, and find that this resolution is satisfactory to me.
Sincerely,
H Stephen [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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - [redacted] M [redacted] Dear Ms. [redacted]: We are currently working with Ms. [redacted] regarding her service experience and the information she received regarding the first 30...
days coverage under the Sears Appliance Warranty. We are waiting information from Ms. [redacted]. She has been provided with my directly contact information. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] L [redacted]
January 8, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Frank F. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. [redacted] order was placed through one of our Marketplace vendors, Big Electron Liquidators. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case, it appears that an error was made and that item number was removed for that price from our website once noticed. Regardless though, the merchant clearly did not have any intent to sell the stereo at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and Mr. [redacted] noted that he has already received a refund, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, 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, Tammie [redacted] Specialist, Regulatory Complaints Email: Tammie.[redacted]@searshc.com
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
They replaced the washing machine as promised.
Initial Business Response /* (1000, 10, 2015/07/29) */
July 29, 2015
Revdex.com
Attn[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX/[redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. It was found that the shower wall is unable to be repaired. The shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears office. Once the material has been received we will schedule the replacement. I will provide you with an update once all service issues have been addressed.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension[redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (2000, 12, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 2, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10971519 – Jie **Dear Ms. [redacted],We have completed the investigation of Mr. **’s
complaint regarding the most recent online order placed under his email address.After researching the...
complaint filed, we would like to
provide some clarification. We found a record of complaints filed by Mr. **
including three previous Revdex.com complaints. Additionally, we show
that some of his past orders had been placed by the same name and address of
the person listed on this current order number (961485474) that he has filed a
complaint about. Mr. ** had no issue with this in his past orders therefore at
some point he did authorize this person to use his account before. We have made
many accommodations for Mr. ** including this refund however it should be noted
that this will be a one-time courtesy exception. At this point, Mr. ** must change
his email password for his online profile and email address including his Shop
Your Way Reward pin number if he no longer wants to share his account. While it
is Mr. **’s responsibility, we can only recommend that he update his profile
information to protect himself from any further unauthorized use of his email
address and Shop Your Way Reward account in the future. With that said, we have
noted this exception in his record with Sears. Finally, since the points have
already been refunded back to his Shop Your Way Reward account on November 29,
2015, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
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
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent purchase.After reviewing the complaint filed,...
we communicated
with [redacted] via email and requested additional information. [redacted] provided us with the original sales receipt number and we forwarded
that information to the local store for assistance. Store General Manager [redacted] responded stating that she had reached out to [redacted] to
address her complaint and agreed to return to the store for an exchange of the
jeans. We apologize again for any inconvenience [redacted] experienced and
hope that in the future she will allow us another opportunity to provide her
with a better example of customer service. Should [redacted] have any
questions, she may contact the store directly at [redacted] In the interim,
we have noted [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]
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:
Sincerely,
Christopher [redacted] It's just not acceptable to have to wait that long for a service I have already paid for. And they didn't mention anything about customer service reps hanging up on me. Nice
November 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for items she ordered from sears.com but did not receive. 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. Additionally, we have confirmed that upon our receipt of this complaint, Ms. [redacted] had already been informed that a refund of $887.35 was issued to her [redacted] account ending in [redacted] on October 13, 2016. At this time, we can only reiterate that we truly regret any inconvenience she 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]