June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund of the restocking fee and shipping charge she incurred. As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted] complaint we show that she was charged $264.53 on her [redacted]ccount ending in [redacted] and $14.47 in Shop Your Way Reward points. While she made a purchase with a Third Party Marketplace Vendor and we are not obligated to honor her request, we have decided to issue a refund of the restocking fee she was charged. We show that Ms. [redacted] was refunded $237.15 on June 15, 2016. Therefore, we will issue a refund of $27.38 back to her [redacted]ccount ending in [redacted] and $14.47 back to her Shop Your Way Rewards account. As for the shipping fee she incurred, Ms. [redacted] may send a copy of the shipping return receipt t[redacted] Once the receipt is verified a full refund of $67.18 will be issued. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I refused the service because I was told I would be charged. I did not agree because I shouldn't be charged for the DAMAGE SEARS did.Threatened? Threatened what? What kind? What is someone talking about? Do they have me mixed up with someone else? Profanity? Again what is someone talking about? What profanity? Is it someone else? Threats? What Treats and What kind? unbelievable Again is this someone else? What local office? Here in NH? I've asked SEARS to PLEASE give me some proof of what they are saying of me. On 11/17/2016 Jenn [redacted] e/m me. She said the following. Her exact words. ( I do not see how any of that information will be helpful to your case). I don't see why not? I am very disappointed in the SEARS Satisfaction Guarantee, especially when SEARS wants to charge me to come out and look at the poor workman ship that Sears caused.
Sincerely,
Anthony [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services repairs to her garage door opener. [redacted], Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 27, 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] rebuttal to our previous response. Ms. [redacted] will not be provided with refund; the freezer was purchased almost a year ago and Sears’ Return policy only allows for a return or an exchange within the first 30 days of purchase. We have provided Ms. [redacted] with her only option; if the unit is leaking, she needs to call for a repair. As clarification, if Ms. [redacted] calls for service before her warranty ends (before February 2, 2017), the repair will still be completed under warranty even if the technician is scheduled after the warranty expires. Since Ms. [redacted] has not provided any new information and our response remains unchanged, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David J. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current refrigerator and as the same model is still available, it was determined that $2,304.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 8, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (303) 696-1944, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, 2019. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
July 15, 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...
the pricing of some items she was interested in purchasing. We have spoken with Ms. [redacted] and she was provided with the $4.00 refund she was seeking. 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]
May 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the ongoing issue he has experienced with his...
refrigerator. We did attempt to remedy Mr. [redacted] issue through service and we were prepared to do so at no charge due to the continued failure after the repairs we had already completed. In the midst though of examining the refrigerator we discovered the cabinet was compromised and the lack of insulation and/or possible crack in the cabinet had been the source of the air entering the refrigerator and causing condensation and frosting. While the cabinet is no longer technically considered part of the sealed refrigerant system, since the issue did manifest itself while under the one year warranty, and there was a 5 year warranty on the sealed system, we authorized for Mr. [redacted] to receive a replacement. This has already been picked out and delivered, and a claim has been opened with [redacted] for any damage caused by the failed refrigerator. At this time, since the refrigerator has been replaced and the [redacted] have my contact information in case they need further assistance, we have closed our file. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you[DS1] have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I don't remember the exact date but I did call and request a service appointment earlier this year during the time I still had coverage and they refused to send someone out. They said I needed to buy an iron filter. The water softener is only 5 years old. It shouldn't just stop working. I will look through my records and see if I wrote it down somewhere.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Benjamin [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the service he received at the Sears Outlet in Arizona Mills.
Chris...
[redacted], District Sales manager for Sears
Outlet Stores, provided the following response:
I have had a lengthy conversation with Mr. [redacted] regarding the service he has received at the [redacted] Sears Outlet. Mr. [redacted] and the store manager had a disagreement over the holding time of a product after purchase. Mr. [redacted] states the manager was rude and did not work with them on extending the process. Mr. [redacted] also stated the manager was confrontational and they did not feel comfortable shopping in the location. The aforementioned issues were addressed during a coaching opportunity with the store manager.
We would also recommend for Mr. [redacted] to be cautious regarding what he posts on social media sites that are ultimately visible to the general public. If he posts information that could be seen as an infringement on our associates' right to privacy, or cause them to be harassed in anyway, there could be legal ramifications. Additionally if the overall information is not a factually accurate representation of the events in question, this could be construed as libel and would also have consequences.
Moving forward if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, 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
September 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Eva-beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the clothes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the first order on July 24, 2016 and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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,
Alex [redacted]
October 13, 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] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we stated in our prior response, the only option open to Ms. Miller is to continue paying on her lease. Her request is outside of the terms of our return policy and the manufacturer’s warranty; therefore, we will not be able to grant it. This is our final response and it will not change. Any further communications regarding this issue will return to our desk and the answer will be the same. As such, we ask that it remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Cassey [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer repair....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted]’s complaint, we reviewed our service system and found that she was scheduled to have a technician return to her home on September 12, 2016. On September 8, 2016, Ms. [redacted] cancelled the appointment. Member Advocate Tina Falconer was able to reach Ms. [redacted] on September 13, 2016, to see if she wished to reschedule and Ms. [redacted] advised that she did not wish to proceed with the repair; she planned to repair the washer herself. With that said, since we have documented Ms. [redacted]’s concerns with the repair process, and it is our understanding she no longer wishes assistance with her washer repair, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:Apparently, Sears dies not understand the concept of customer service:1: I booked service on Tuesday, June 13th for service on June 16th between 1:00 and 5:00 PM. I had to be home during that time period. The technician called at 4:00 and said he was running late. I received an updated timeline for service between 4:00 and 6:30. So, I had to extend my period of time waiting For Sears until the evening on. Friday. So now, I am waiting for 5.5 hours! I received an email saying that the technician was on his way a little after 5:00 PM. Nobody came. I called Customer Service twice that day. Customer Service was a call center in the Philippines and the People I spoke to had no knowledge of the American ( and Sears's) way of how customer service for repairs should work. They basically worked from a script saying that they could offer me a $ 10 Gift card ( which I never received) as compensation for my inconvenience. I told the agent to send me the $10 gift certificate, but I never received it. I was then told that I could " reschedule" my service for the following week. Keep in mind that I called on a Tuesday to schedule a Friday appointment and the technician never came to me despite my waiting all afternoon and evening. It is the responsibility of Sears to call me to apologize and come the next business day to repair my dryer. I have had many appointments over the years for repair technicians and if they are running late and have to reschedule, I am immediately called and added to the first time slot on the next business day. Obviously, if my dryer is broken, I would need a technician ASAP. I DID NOT CANCEL MY SERVICE REQUEST! I ASKED SEARS TO DO WHAT SHOULD BE DONE FOR ANY CUSTOMER> THEY DID NOT COME WHEN THEY WERE SUPPOSEDTO AND THEY DID NOT SCHEDULE ME FOR THE NEXT BUSINESS DAY AS THEY SHOUL HAVE> THIS COMPAINT IS SOMETHING THAT SEARS SHOULD CONSIDER IF THEY WANT TO KEEP CUSTOMERS.Sears used to HAVE Normal repair service IN THE 70S AND 80S, This PRESENT Sears call service is very ineffective and the managers do not have the authority to make things right. I now know why Sears is doing poorly in the retail department. I have always bought Kenmore products, but based on this experience, I will need to buy products that have good customer service.
Sincerely,
Marion L[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]
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]
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: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience. I feel it is appropriate residing with the responsible party. There is already claim against HMS open in FL since that is where the company resides.
Sincerely,
[redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Bruce [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided regarding the problem he encountered when he attempted to return an air mattress after our return period expired.
We have Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. As previously stated, air/inflatable beds are covered in the exceptions of the Kmart Return Policy and it states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” With that being said, the air mattress that Mr. [redacted] purchased on April 15, 2016 does not qualify for an exchange since it is over the 30 day exchange period. However, the air mattress that Mr. [redacted] purchased on July 16, 2016 would qualify for an exchange since his complaint was filed within the 30 day exchange period.
We made another attempt to contact Mr. [redacted] but were unable to make contact. We sent him an email and offered to assist with the exchange; or offered him a $37 gift card in lieu of the exchange. If Mr. [redacted] would like to accept our offer, he can contact me at ([redacted]-[redacted] or at matilda.[redacted]@searshc.com on or before September 2, 2016. We respectfully ask to have this matter closed pending a response from Mr. [redacted].
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]-[redacted]-[redacted] direct
Matilda.[redacted]@searshc.com
June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund of the restocking fee and shipping charge she incurred. As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted] complaint we show that she was charged $264.53 on her [redacted]ccount ending in [redacted] and $14.47 in Shop Your Way Reward points. While she made a purchase with a Third Party Marketplace Vendor and we are not obligated to honor her request, we have decided to issue a refund of the restocking fee she was charged. We show that Ms. [redacted] was refunded $237.15 on June 15, 2016. Therefore, we will issue a refund of $27.38 back to her [redacted]ccount ending in [redacted] and $14.47 back to her Shop Your Way Rewards account. As for the shipping fee she incurred, Ms. [redacted] may send a copy of the shipping return receipt t[redacted] Once the receipt is verified a full refund of $67.18 will be issued. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I refused the service because I was told I would be charged. I did not agree because I shouldn't be charged for the DAMAGE SEARS did.Threatened? Threatened what? What kind? What is someone talking about? Do they have me mixed up with someone else? Profanity? Again what is someone talking about? What profanity? Is it someone else? Threats? What Treats and What kind? unbelievable Again is this someone else? What local office? Here in NH? I've asked SEARS to PLEASE give me some proof of what they are saying of me. On 11/17/2016 Jenn [redacted] e/m me. She said the following. Her exact words. ( I do not see how any of that information will be helpful to your case). I don't see why not? I am very disappointed in the SEARS Satisfaction Guarantee, especially when SEARS wants to charge me to come out and look at the poor workman ship that Sears caused.
Sincerely,
Anthony [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services repairs to her garage door opener. [redacted], Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 27, 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] rebuttal to our previous response. Ms. [redacted] will not be provided with refund; the freezer was purchased almost a year ago and Sears’ Return policy only allows for a return or an exchange within the first 30 days of purchase. We have provided Ms. [redacted] with her only option; if the unit is leaking, she needs to call for a repair. As clarification, if Ms. [redacted] calls for service before her warranty ends (before February 2, 2017), the repair will still be completed under warranty even if the technician is scheduled after the warranty expires. Since Ms. [redacted] has not provided any new information and our response remains unchanged, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: David J. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current refrigerator and as the same model is still available, it was determined that $2,304.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 8, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (303) 696-1944, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty. Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, 2019. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
July 15, 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...
the pricing of some items she was interested in purchasing. We have spoken with Ms. [redacted] and she was provided with the $4.00 refund she was seeking. 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]
May 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the ongoing issue he has experienced with his...
refrigerator. We did attempt to remedy Mr. [redacted] issue through service and we were prepared to do so at no charge due to the continued failure after the repairs we had already completed. In the midst though of examining the refrigerator we discovered the cabinet was compromised and the lack of insulation and/or possible crack in the cabinet had been the source of the air entering the refrigerator and causing condensation and frosting. While the cabinet is no longer technically considered part of the sealed refrigerant system, since the issue did manifest itself while under the one year warranty, and there was a 5 year warranty on the sealed system, we authorized for Mr. [redacted] to receive a replacement. This has already been picked out and delivered, and a claim has been opened with [redacted] for any damage caused by the failed refrigerator. At this time, since the refrigerator has been replaced and the [redacted] have my contact information in case they need further assistance, we have closed our file. We apologize to Mr. and Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you[DS1] have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I don't remember the exact date but I did call and request a service appointment earlier this year during the time I still had coverage and they refused to send someone out. They said I needed to buy an iron filter. The water softener is only 5 years old. It shouldn't just stop working. I will look through my records and see if I wrote it down somewhere.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Benjamin [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the service he received at the Sears Outlet in Arizona Mills.
Chris...
[redacted], District Sales manager for Sears
Outlet Stores, provided the following response:
I have had a lengthy conversation with Mr. [redacted] regarding the service he has received at the [redacted] Sears Outlet. Mr. [redacted] and the store manager had a disagreement over the holding time of a product after purchase. Mr. [redacted] states the manager was rude and did not work with them on extending the process. Mr. [redacted] also stated the manager was confrontational and they did not feel comfortable shopping in the location. The aforementioned issues were addressed during a coaching opportunity with the store manager.
We would also recommend for Mr. [redacted] to be cautious regarding what he posts on social media sites that are ultimately visible to the general public. If he posts information that could be seen as an infringement on our associates' right to privacy, or cause them to be harassed in anyway, there could be legal ramifications. Additionally if the overall information is not a factually accurate representation of the events in question, this could be construed as libel and would also have consequences.
Moving forward if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, 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
September 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Eva-beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to...
return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the clothes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the first order on July 24, 2016 and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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,
Alex [redacted]
October 13, 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] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we stated in our prior response, the only option open to Ms. Miller is to continue paying on her lease. Her request is outside of the terms of our return policy and the manufacturer’s warranty; therefore, we will not be able to grant it. This is our final response and it will not change. Any further communications regarding this issue will return to our desk and the answer will be the same. As such, we ask that it remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Cassey [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer repair....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted]’s complaint, we reviewed our service system and found that she was scheduled to have a technician return to her home on September 12, 2016. On September 8, 2016, Ms. [redacted] cancelled the appointment. Member Advocate Tina Falconer was able to reach Ms. [redacted] on September 13, 2016, to see if she wished to reschedule and Ms. [redacted] advised that she did not wish to proceed with the repair; she planned to repair the washer herself. With that said, since we have documented Ms. [redacted]’s concerns with the repair process, and it is our understanding she no longer wishes assistance with her washer repair, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:Apparently, Sears dies not understand the concept of customer service:1: I booked service on Tuesday, June 13th for service on June 16th between 1:00 and 5:00 PM. I had to be home during that time period. The technician called at 4:00 and said he was running late. I received an updated timeline for service between 4:00 and 6:30. So, I had to extend my period of time waiting For Sears until the evening on. Friday. So now, I am waiting for 5.5 hours! I received an email saying that the technician was on his way a little after 5:00 PM. Nobody came. I called Customer Service twice that day. Customer Service was a call center in the Philippines and the People I spoke to had no knowledge of the American ( and Sears's) way of how customer service for repairs should work. They basically worked from a script saying that they could offer me a $ 10 Gift card ( which I never received) as compensation for my inconvenience. I told the agent to send me the $10 gift certificate, but I never received it. I was then told that I could " reschedule" my service for the following week. Keep in mind that I called on a Tuesday to schedule a Friday appointment and the technician never came to me despite my waiting all afternoon and evening. It is the responsibility of Sears to call me to apologize and come the next business day to repair my dryer. I have had many appointments over the years for repair technicians and if they are running late and have to reschedule, I am immediately called and added to the first time slot on the next business day. Obviously, if my dryer is broken, I would need a technician ASAP. I DID NOT CANCEL MY SERVICE REQUEST! I ASKED SEARS TO DO WHAT SHOULD BE DONE FOR ANY CUSTOMER> THEY DID NOT COME WHEN THEY WERE SUPPOSEDTO AND THEY DID NOT SCHEDULE ME FOR THE NEXT BUSINESS DAY AS THEY SHOUL HAVE> THIS COMPAINT IS SOMETHING THAT SEARS SHOULD CONSIDER IF THEY WANT TO KEEP CUSTOMERS.Sears used to HAVE Normal repair service IN THE 70S AND 80S, This PRESENT Sears call service is very ineffective and the managers do not have the authority to make things right. I now know why Sears is doing poorly in the retail department. I have always bought Kenmore products, but based on this experience, I will need to buy products that have good customer service.
Sincerely,
Marion L[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]
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]
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: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience. I feel it is appropriate residing with the responsible party. There is already claim against HMS open in FL since that is where the company resides.
Sincerely,
[redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Bruce [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided regarding the problem he encountered when he attempted to return an air mattress after our return period expired.
We have Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. As previously stated, air/inflatable beds are covered in the exceptions of the Kmart Return Policy and it states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” With that being said, the air mattress that Mr. [redacted] purchased on April 15, 2016 does not qualify for an exchange since it is over the 30 day exchange period. However, the air mattress that Mr. [redacted] purchased on July 16, 2016 would qualify for an exchange since his complaint was filed within the 30 day exchange period.
We made another attempt to contact Mr. [redacted] but were unable to make contact. We sent him an email and offered to assist with the exchange; or offered him a $37 gift card in lieu of the exchange. If Mr. [redacted] would like to accept our offer, he can contact me at ([redacted]-[redacted] or at matilda.[redacted]@searshc.com on or before September 2, 2016. We respectfully ask to have this matter closed pending a response from Mr. [redacted].
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]-[redacted]-[redacted] direct
Matilda.[redacted]@searshc.com