Complaint: [redacted] I am rejecting this response because: It would have taking days to resolve this and for your information my husband who is a master plumber was in the ER that evening and did not return home until 4am Sunday morning This is just another way of Sears not acknowledging problems they have that are completely the same type of scenarioNow I want my money back, or half the money back,or pay for half of the new hot water heater that HAD TO BE INSTALLED BY NEXT DOOR NEIGHBORS ON SUNDAY HUSBAND WAS IN AN ACCIDENT I definitely want to be reimbursed my money back for the repair tech to come out and tell us, exactly what my husband already knew.PLEASE RESPOND IN A TIMELY MANNER, SEARS Sincerely, [redacted]
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Miss Terina T [redacted] Dear Ms [redacted] We have completed the investigation of Miss T***’ complaint regarding her online order experience and her request for an immediate refund It is unfortunate that we failed Miss T***’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experiencedAfter contacting Sears Online, we advised that a refund needed to be processed since the local store closedAccordingly, a full refund of $was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within to business days or dependent upon each financial institutionAdditionally, we hope that in the future MsT [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsT***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding an oven purchased from SearsThe oven purchased by Ms [redacted] arrived and was picked up by our installer and was delivered to her homeUpon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fitIn the end Ms [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refundThat said, the refund in the amount of $was processed back to Ms [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-days of processingAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I did follow the instructions of cleaning in the areas mentioned in the manual There were no spills or grease in the area of the window gasket and liner There was a small area of grease inside the oven and not around the front window You have misinterpreted my complaint as the technician that came out said that using the self-clean function can cause grease being cleaned to go through the front door vents and cause grease spots on the inside window This is what I am complaining about This is what the manual does not address nor did the salesman address this There are many complaints about this on the web Sincerely, Carol B***
Complaint: [redacted] I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording willHas anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken wasI asked either her or Michelle if there was a way to find out and call him and they said noI said there has to be some way....an employee #, location # or something that he is identified byThen later in our conversation Jenny said, Ken misspoke and he will be reprimandedHow will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to itLong story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago! Sincerely, Lawanna [redacted]
Complaint: [redacted] I am rejecting this response because:They did just address what I think was the fundamental problem, that the system was wired improperly from the beginningHowever, we won't really know until next year when we start using the air conditioner again It is now fall and we will not likely turn the system on again until May or JuneIn the past, it works for a month or two before breaking down again Could be keep the file open until the system works for three months consecutively? Sincerely, Joy ***
June 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the cancellation of his layaway It is unfortunate that we failed Mr [redacted] expectations when he recently used Sears’ layaway servicesWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, our store contacted Mr [redacted] to discuss his concerns and offered him $off the purchase price of the ring as a good will gesture Mr [redacted] declined this offer and indicated that he would wait for his refund check and make a different purchase At this time, we can only reiterate that we truly regret any inconvenience he may have experienced Mr [redacted] may contact Store Manager [redacted] at [redacted] if he has any further questions about this issue or his refund We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution was proposed 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] ***
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ July 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician We apologize that Mr[redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option Upon receipt of Mr[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr[redacted] concernsOn July 16, Mr [redacted] contacted Mrs[redacted] and reviewed the service informationDue to the inconvenience, Mr [redacted] offered to refund the service charges on the refrigerator and Mrs[redacted] accepted the offerOn July 16, we issued a credit of $to Mr[redacted] He should receive the bank check within 7-business daysSince we have addressed the issues brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the fact that I have NOT received a refund, this complaint/file is not closed Personally, I don't see an issue with expecting a refrigerator to last more than four years [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four yearsWe are not referring to a refrigerator that failed after twenty years but one that failed after less than fourI would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be That being said, my complaint was primarily geared towards the awful customer service that I received and am still receivingOn July 16th, I did receive a message from [redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaintHe left his cell phone number and requested I return his callI attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a messageAfter several attempts to call [redacted] we had to reach out to [redacted] to request [redacted] call us again [redacted] did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wifeMy wife has NEVER spoken to [redacted] waited on the phone as I checked for a credit to my credit cardI informed him that no credit had been issuedHe said he would check into it and call me backI have not heard back from [redacted] states that we would receive a bank check within - business days (why did [redacted] tell us it would be a credit to the card used during purchase?)To date, I have NOT received a refund Final Business Response / [redacted] (4000, 12, 2015/08/11) */ August 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician As previously stated, Mr [redacted] offered to refund the labor charges to Mr[redacted] Mr [redacted] informed Mr[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our systemHowever, for security purposes, our system will remove all credit card information after a few weeksOnce the credit card is no longer available, refunds are issued via a bank check When Mr[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submittedRegrettably, due to a system issue the process was not completedOn August 5, 2015, the request was resubmitted for the refund to be processedWe received confirmation that the refund check of $was issued on August 10, (check [redacted] Mr[redacted] should receive the check within business days Although Mr[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr[redacted] has our written commitment that he will receive the $refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarrantedIf Mr[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We finally received our check yesterday, August 20thI'm not sure why the Revdex.com would close a case before it was resolvedSears may have given us their word; however, Sears broke their word time-after-time during this whole ordealWe are very disappointed with the Sears product and customer serviceAs much as we appreciate the refund, we will no longer be doing business with Sears
March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Mr [redacted] complaint regarding replacement of his dryer Upon receipt of Mr [redacted] complaint, we found that his dryer was replaced under the terms and conditions of his Master Protection Agreement and the new dryer is set for delivery on March 4, If Mr [redacted] is still in need of assistance he need only contact Sears Protection Agreement Benefits office directly at [redacted] Since we have replaced Mr [redacted] dryer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Colin B [redacted] # [redacted] Dear Ms [redacted] : We have not fully completed the investigation of Mr [redacted] complaint regarding Sears Garage SolutionsIkea Carter, Sears Garage Solutions, Quality Control Manager provided the following response: I have been in contact with Mr [redacted] regarding his concernsCurrently Mr [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next weeksI can be reached via email at Ikea[redacted] @searsservices.com or by calling [redacted] We will provide an additional update once we have received the documentation from Mr [redacted] 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, Additionally, the gift cards have already been redeemed on a subsequent purchaseWe hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:the company had plenty of time to resolve my complaint but instead, they are requesting more timeThis whole issue with Serars Home Warranty has already been going on since NovemberNothing is ever resolved with them, especially, in favor of a customer Sincerely, Alissa [redacted]
April 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response.Ms [redacted] original case manager is no longer with Sears so we apologize he did not respond to her further commentsHowever, he did provide Ms [redacted] with the proper contact information to call if she still required serviceHopefully she was able to contact this franchise business to have any further repairs completedIf she still requires service and this Garage Solutions franchisee did not respond to her, then she is welcome to contact me so that we can contact that office again on her behalf.Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears [redacted] , Operations Manager from the Woodbridge Sears, provided the following response: Mr [redacted] came into our and returned the table saw and we issued him a full creditThat said, sales check [redacted] references a credit in the amount of $Since Mr [redacted] has been provided with his desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations as we value her patronageWe can understand how the series of events detailed in the complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mr [redacted] may have experienced After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 6, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Raelena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the pricing of her recent oil change Auto Center Manager Randy Brody provided the following response: As clarification, Ms [redacted] ’s vehicle requires 0/oil, which we only carry in full syntheticThe $coupon was applied, but the full synthetic is $more than the synthetic blend oilMs [redacted] had her oil changed by us on March 9, so she should be aware that her vehicle requires full synthetic, not the blendAccordingly, we will not be issuing a partial refund as she suggested and we have closed our fileMs [redacted] may contact Randy during business hours at (***) ***- [redacted] if she has any further questions 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 concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
(The consumer indicated he/she ACCEPTED the response from the business.) Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , Sears has resolved my complaint & I am happy with the resolutionThey refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillowsI shipped the pillows back on Tuesday, 8/11/via UPSSears told me to rest assured that they will not charge back my [redacted] accountPlease close this caseThank you so much for all your help in this matter KRachel [redacted] case# 945***
October 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her allegation that her dryer door is incorrect We have received Mr [redacted] complaint and apologize that he feels as though the dryer door is not the correct door for this unit We would like to note that Mr [redacted] is covered under an extended protection agreement until 3/02/ We have therefore scheduled service for 10/27/from 8:00am-12:00pm and if the dryer door is incorrect, we can replace the door That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I received two voicemails from an employee named David at the store, and I have tried to call him back for the past two days No one would answer the phone in Tuesday, and I left a message with an associate yesterday and have yet to receive a call backI also received a voicemail from Mr [redacted] and called him back and left a voicemail message on TuesdayI have yet to receive a call back from him Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10982063, and find that this resolution is satisfactory to me Sincerely, Chryl [redacted]
Complaint: [redacted] I am rejecting this response because: It would have taking days to resolve this and for your information my husband who is a master plumber was in the ER that evening and did not return home until 4am Sunday morning This is just another way of Sears not acknowledging problems they have that are completely the same type of scenarioNow I want my money back, or half the money back,or pay for half of the new hot water heater that HAD TO BE INSTALLED BY NEXT DOOR NEIGHBORS ON SUNDAY HUSBAND WAS IN AN ACCIDENT I definitely want to be reimbursed my money back for the repair tech to come out and tell us, exactly what my husband already knew.PLEASE RESPOND IN A TIMELY MANNER, SEARS Sincerely, [redacted]
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Miss Terina T [redacted] Dear Ms [redacted] We have completed the investigation of Miss T***’ complaint regarding her online order experience and her request for an immediate refund It is unfortunate that we failed Miss T***’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experiencedAfter contacting Sears Online, we advised that a refund needed to be processed since the local store closedAccordingly, a full refund of $was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within to business days or dependent upon each financial institutionAdditionally, we hope that in the future MsT [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsT***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding an oven purchased from SearsThe oven purchased by Ms [redacted] arrived and was picked up by our installer and was delivered to her homeUpon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fitIn the end Ms [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refundThat said, the refund in the amount of $was processed back to Ms [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-days of processingAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I did follow the instructions of cleaning in the areas mentioned in the manual There were no spills or grease in the area of the window gasket and liner There was a small area of grease inside the oven and not around the front window You have misinterpreted my complaint as the technician that came out said that using the self-clean function can cause grease being cleaned to go through the front door vents and cause grease spots on the inside window This is what I am complaining about This is what the manual does not address nor did the salesman address this There are many complaints about this on the web Sincerely, Carol B***
Complaint: [redacted] I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording willHas anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken wasI asked either her or Michelle if there was a way to find out and call him and they said noI said there has to be some way....an employee #, location # or something that he is identified byThen later in our conversation Jenny said, Ken misspoke and he will be reprimandedHow will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to itLong story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago! Sincerely, Lawanna [redacted]
Complaint: [redacted] I am rejecting this response because:They did just address what I think was the fundamental problem, that the system was wired improperly from the beginningHowever, we won't really know until next year when we start using the air conditioner again It is now fall and we will not likely turn the system on again until May or JuneIn the past, it works for a month or two before breaking down again Could be keep the file open until the system works for three months consecutively? Sincerely, Joy ***
June 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the cancellation of his layaway It is unfortunate that we failed Mr [redacted] expectations when he recently used Sears’ layaway servicesWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, our store contacted Mr [redacted] to discuss his concerns and offered him $off the purchase price of the ring as a good will gesture Mr [redacted] declined this offer and indicated that he would wait for his refund check and make a different purchase At this time, we can only reiterate that we truly regret any inconvenience he may have experienced Mr [redacted] may contact Store Manager [redacted] at [redacted] if he has any further questions about this issue or his refund We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution was proposed 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] ***
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ July 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician We apologize that Mr[redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option Upon receipt of Mr[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr[redacted] concernsOn July 16, Mr [redacted] contacted Mrs[redacted] and reviewed the service informationDue to the inconvenience, Mr [redacted] offered to refund the service charges on the refrigerator and Mrs[redacted] accepted the offerOn July 16, we issued a credit of $to Mr[redacted] He should receive the bank check within 7-business daysSince we have addressed the issues brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the fact that I have NOT received a refund, this complaint/file is not closed Personally, I don't see an issue with expecting a refrigerator to last more than four years [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four yearsWe are not referring to a refrigerator that failed after twenty years but one that failed after less than fourI would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be That being said, my complaint was primarily geared towards the awful customer service that I received and am still receivingOn July 16th, I did receive a message from [redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaintHe left his cell phone number and requested I return his callI attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a messageAfter several attempts to call [redacted] we had to reach out to [redacted] to request [redacted] call us again [redacted] did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wifeMy wife has NEVER spoken to [redacted] waited on the phone as I checked for a credit to my credit cardI informed him that no credit had been issuedHe said he would check into it and call me backI have not heard back from [redacted] states that we would receive a bank check within - business days (why did [redacted] tell us it would be a credit to the card used during purchase?)To date, I have NOT received a refund Final Business Response / [redacted] (4000, 12, 2015/08/11) */ August 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician As previously stated, Mr [redacted] offered to refund the labor charges to Mr[redacted] Mr [redacted] informed Mr[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our systemHowever, for security purposes, our system will remove all credit card information after a few weeksOnce the credit card is no longer available, refunds are issued via a bank check When Mr[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submittedRegrettably, due to a system issue the process was not completedOn August 5, 2015, the request was resubmitted for the refund to be processedWe received confirmation that the refund check of $was issued on August 10, (check [redacted] Mr[redacted] should receive the check within business days Although Mr[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr[redacted] has our written commitment that he will receive the $refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarrantedIf Mr[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We finally received our check yesterday, August 20thI'm not sure why the Revdex.com would close a case before it was resolvedSears may have given us their word; however, Sears broke their word time-after-time during this whole ordealWe are very disappointed with the Sears product and customer serviceAs much as we appreciate the refund, we will no longer be doing business with Sears
March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Mr [redacted] complaint regarding replacement of his dryer Upon receipt of Mr [redacted] complaint, we found that his dryer was replaced under the terms and conditions of his Master Protection Agreement and the new dryer is set for delivery on March 4, If Mr [redacted] is still in need of assistance he need only contact Sears Protection Agreement Benefits office directly at [redacted] Since we have replaced Mr [redacted] dryer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Colin B [redacted] # [redacted] Dear Ms [redacted] : We have not fully completed the investigation of Mr [redacted] complaint regarding Sears Garage SolutionsIkea Carter, Sears Garage Solutions, Quality Control Manager provided the following response: I have been in contact with Mr [redacted] regarding his concernsCurrently Mr [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next weeksI can be reached via email at Ikea[redacted] @searsservices.com or by calling [redacted] We will provide an additional update once we have received the documentation from Mr [redacted] 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, Additionally, the gift cards have already been redeemed on a subsequent purchaseWe hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:the company had plenty of time to resolve my complaint but instead, they are requesting more timeThis whole issue with Serars Home Warranty has already been going on since NovemberNothing is ever resolved with them, especially, in favor of a customer Sincerely, Alissa [redacted]
April 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response.Ms [redacted] original case manager is no longer with Sears so we apologize he did not respond to her further commentsHowever, he did provide Ms [redacted] with the proper contact information to call if she still required serviceHopefully she was able to contact this franchise business to have any further repairs completedIf she still requires service and this Garage Solutions franchisee did not respond to her, then she is welcome to contact me so that we can contact that office again on her behalf.Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears [redacted] , Operations Manager from the Woodbridge Sears, provided the following response: Mr [redacted] came into our and returned the table saw and we issued him a full creditThat said, sales check [redacted] references a credit in the amount of $Since Mr [redacted] has been provided with his desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations as we value her patronageWe can understand how the series of events detailed in the complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mr [redacted] may have experienced After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 6, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Raelena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the pricing of her recent oil change Auto Center Manager Randy Brody provided the following response: As clarification, Ms [redacted] ’s vehicle requires 0/oil, which we only carry in full syntheticThe $coupon was applied, but the full synthetic is $more than the synthetic blend oilMs [redacted] had her oil changed by us on March 9, so she should be aware that her vehicle requires full synthetic, not the blendAccordingly, we will not be issuing a partial refund as she suggested and we have closed our fileMs [redacted] may contact Randy during business hours at (***) ***- [redacted] if she has any further questions 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 concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
(The consumer indicated he/she ACCEPTED the response from the business.) Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , Sears has resolved my complaint & I am happy with the resolutionThey refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillowsI shipped the pillows back on Tuesday, 8/11/via UPSSears told me to rest assured that they will not charge back my [redacted] accountPlease close this caseThank you so much for all your help in this matter KRachel [redacted] case# 945***
October 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her allegation that her dryer door is incorrect We have received Mr [redacted] complaint and apologize that he feels as though the dryer door is not the correct door for this unit We would like to note that Mr [redacted] is covered under an extended protection agreement until 3/02/ We have therefore scheduled service for 10/27/from 8:00am-12:00pm and if the dryer door is incorrect, we can replace the door That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I received two voicemails from an employee named David at the store, and I have tried to call him back for the past two days No one would answer the phone in Tuesday, and I left a message with an associate yesterday and have yet to receive a call backI also received a voicemail from Mr [redacted] and called him back and left a voicemail message on TuesdayI have yet to receive a call back from him Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10982063, and find that this resolution is satisfactory to me Sincerely, Chryl [redacted]