Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jim [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a garden tractor purchased from Sears. The tractor noted in Mr. [redacted]’s...
complaint was purchased from Sears on January 2, 2016. It is important to add that Sears’ return policy is for a period of 30 days. The first time Sears serviced the tractor was on July 27th, some 7 months after its purchase, when an alternator was replaced. On August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternator. We replaced a belt and pulley. Since we have clarified that Sears’ return policy is for 30 days and have noted the completed service, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one of...
our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted], who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. 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.
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Kyra [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s‘s complaint regarding service under her Sears Home Warranty. We...
apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country Home Services who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted] We apologize again 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 512-2[redacted]irect [redacted].[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - William [redacted] Dear Ms. [redacted]: We have not been able to complete our investigation of Mr. [redacted] complaint regarding his vacuum cleaner. We were...
unable to find a profile for Mr. [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaint. If Mr. [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issue. With that being said we have closed this case pending additional information from Mr. [redacted]. 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Rudy [redacted] - # 945[redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the repairs to his refrigerator.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Our records show that A&E Factory Service initially installed a new icemaker in Mr. [redacted] refrigerator on June 12, 2015. Unfortunately, the repair did not resolve the issue with the unit. Mr. Walters called for service again the next day to report that the unit was not working. A technician re-examined Mr. [redacted] refrigerator on June 24, 2015, and determined that a control board had failed. The part was replaced that day and appeared to resolve the issue. Mr. [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient ice. A technician subsequently examined the refrigerator on July 8, 2015, and replaced the display cover. Mr. [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected.
Understandably, Mr. [redacted] is upset with the follow-up repairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressed. While we cannot provide Mr. [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the charges. Two credits were processed on July 14, 2015; a credit for $102.68 to Mr. [redacted] Visa account ending in 3698 and a credit for $57.28 to Mr. [redacted] Visa account ending in 4320. These credits should post to both accounts within the next five to seven days. With that said, since we have repaired Mr. [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed.
We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Nancy E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning system. Loretta [redacted], Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms. [redacted] home to install a previously ordered compressor, condenser motor and a capacitor. After the repairs were completed the unit was tested and was cooling and was no longer making noise. If I can be of any further assistance to Ms. [redacted], I invite her to contact me directly at [redacted]. That said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
January 9, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Elizabeth L[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. L[redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. L[redacted] case, our records show that she called customer service on November 7, 2017 to request a return on her purchased mattress set due to not meeting her comfort needs. Customer service advised her to call back on December 02, 2017 to have her request processed. A standard restock and delivery fee would be charged for the return. While we understand that Ms. L[redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange request. To waive this for Ms. L[redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discrimination. At this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do so. We ask that she contact her Case Manager Ema C[redacted] at [redacted] and we would gladly process her return. This offer is valid until January 13, 2018. Any date after voids the offer. Since we have provided a direct contact for Mr. L[redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
The contract was completed to my satisfaction. I wrote you stating that there was a breach of contract because nothing had been done as of the time of my contacting you close to 30 days had past since we made a contract agreement. The fact that they did the work is what I was seeking and they did a good job, in addition, so they met the contact agreement. I had a hole in the garage door and I needed a new door as winter is coming. And that is what I contracted for. Again I thank you for your assistance in helping me with my issue.
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Augusto M[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. M[redacted] complaint regarding her recent online order...
experience and his request for a refund. It is unfortunate that we failed Mr. M[redacted] expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the order, we sent an email correspondence to the local Sears Outlet store to research further. Accordingly, a refund of $169.95 was issued today February 27, 2018, under return receipt number [redacted]. The credit should post to the [redacted] account within 3 to 5 business days. Additionally, we hope that in the future Mr. M[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. Should Mr. M[redacted] have any questions, he may contact the store directly at ([redacted] In the interim, we have noted Mr. M[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:1... you did not include all dates the technician came out (there have now been 5 visits), and yes it was purchased in September but NOT DELIVERED until January.2... we called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I received. As one of your sales men told my husband he would take it to the parking lot to settle this. (how professional was that? - he should be fired!) 3. All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid 2000 for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming to. What happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,000 with your company. Your company should have showed some sort of respect for me and my family and made it right within days and not months. Sincerely,
[redacted]
August 1, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to return...
her 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart 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 bedding set on April 30, 2017 and then attempted to return it on July 2, 2017, she was 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. It would not be fair to make an exception for Ms[redacted], when no one else has received one. Ms. [redacted] indicated that the bedding was defective. We contacted Ms. [redacted] and she stated the comforter had multiple slits and the seams were ripped. Slits in the material is considered damage, not a defect. Since Ms. [redacted] had the product in her possession for more than 60 days, there is no way to determine the cause of the damage. Ms. [redacted] had 30 days to inspect the bedding set and return the purchase; and that is precisely what we mean when we say we are not making exceptions. 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 11949734, and find that this resolution is satisfactory to me.
Sincerely,
H Stephen [redacted]
April 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake...
evaluation. [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attention. We are taking steps to have this addressed right now. In the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be used. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a full refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced and for the delay in responding to this matter. After forwarding this information to Sears Gift Card department, we received a response on June 17, 2016. The team confirmed that two email refund gift cards were already adjusted earlier this month and the full refund of $300.00 and $286.56 on the other gift card are there. Should Mr. [redacted] have any further concerns, he may contact the corporate gift card line directly at [redacted] In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience. It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. After reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hook-up or Leave-in-Box Delivery. If basic hook up was selected then the next screen would take the member to select a hose. The following screen gives the option to choose an agreement. Finally, the review screen gives the member an opportunity to edit the purchase if needed. Unfortunately, basic hook up was not selected. However, we confirmed with Mr. [redacted] that the delivery department did remove the washer from the box and brought the unit in the house. The washer is currently hooked up therefore; we processed a discount of $60.18 which will go back to his Sears [redacted] account and $23.40 back to his Shop Your Way Reward account. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and non-receipt...
of a refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his online order we reached out to Sears’ Detail Control Center. We were able to confirm the charge for this order and processed a refund today. Accordingly, a refund of $1283.24 was processed under return receipt number [redacted] Mr. [redacted] can expect to receive the refund check in the mail within seven to ten business days from January 21, 2016. Additionally, we 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. Should Mr. [redacted] have any questions regarding his refund, he may contact me via email at [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund. 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our reply our case remains 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]. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Susan M [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding repairs for her mower. Our records show that...
Ms[redacted] purchased her mower on May 11, 2015 and she has a two (2) year manufacture warranty covering her for repairs necessary due to any defects in material and workmanship; therefore her warranty is good until May 11 2017. We do show one service in May of 2016 but according to the service order Ms[redacted]’s mower was not repaired as the repair claim was denied. We are currently waiting details of what was found to be the cause of the need to repair the mower and why it was denied under the manufactures warranty. Once we have received this service report we will provide an update of any needed actions. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted]@searshc.com
December 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Ann W. M[redacted] Dear [redacted] We have completed our investigation of Ms. M[redacted] complaint regarding a recent repair appointment....
We want to apologize to Ms. M[redacted] for the misunderstanding. It seems she did try to make our repair center aware of the need to have her [redacted] branded unit repaired. We have a list of brands that are serviceable by our company that employees have access to so we will be addressing that issue with the employees that scheduled her appointment. That said, a check for the $69.99 was sent to Ms. M[redacted] and she should have received it by now. We apologize to Ms. M[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] complaint
regarding her water heater. We want to apologize to [redacted] that her unit...
was
dented. However, our technician has verified that the damage is only cosmetic
and it does not affect the functionality of the unit. We can certainly provide
an exchange for the unit if [redacted] wishes. However, we have several options
to propose as alternatives. We are willing to issue a refund for the $79.00
service fee she was charged and also purchase an additional year of coverage on
her behalf for the unit. After the first year, [redacted] would be responsible
any labor or installation fees until October 17, 2008. If [redacted] is not
interested in the additional warranty, we will refund the service fee and we can
issue a credit for half of the installation fee she paid as an alternative. Should [redacted] wish to accept one of these
offers, I may be reached during normal business hours via email at [redacted]
In light of the aforementioned information, we respectfully ask that this matter
be considered closed. Again, we apologize to [redacted] and appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted] [redacted]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jim [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a garden tractor purchased from Sears. The tractor noted in Mr. [redacted]’s...
complaint was purchased from Sears on January 2, 2016. It is important to add that Sears’ return policy is for a period of 30 days. The first time Sears serviced the tractor was on July 27th, some 7 months after its purchase, when an alternator was replaced. On August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternator. We replaced a belt and pulley. Since we have clarified that Sears’ return policy is for 30 days and have noted the completed service, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
May 26, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one of...
our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted], who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. 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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Kyra [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s‘s complaint regarding service under her Sears Home Warranty. We...
apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country Home Services who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted] We apologize again 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 512-2[redacted]irect [redacted].[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - William [redacted] Dear Ms. [redacted]: We have not been able to complete our investigation of Mr. [redacted] complaint regarding his vacuum cleaner. We were...
unable to find a profile for Mr. [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaint. If Mr. [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issue. With that being said we have closed this case pending additional information from Mr. [redacted]. 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Rudy [redacted] - # 945[redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the repairs to his refrigerator.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Our records show that A&E Factory Service initially installed a new icemaker in Mr. [redacted] refrigerator on June 12, 2015. Unfortunately, the repair did not resolve the issue with the unit. Mr. Walters called for service again the next day to report that the unit was not working. A technician re-examined Mr. [redacted] refrigerator on June 24, 2015, and determined that a control board had failed. The part was replaced that day and appeared to resolve the issue. Mr. [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient ice. A technician subsequently examined the refrigerator on July 8, 2015, and replaced the display cover. Mr. [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected.
Understandably, Mr. [redacted] is upset with the follow-up repairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressed. While we cannot provide Mr. [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the charges. Two credits were processed on July 14, 2015; a credit for $102.68 to Mr. [redacted] Visa account ending in 3698 and a credit for $57.28 to Mr. [redacted] Visa account ending in 4320. These credits should post to both accounts within the next five to seven days. With that said, since we have repaired Mr. [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed.
We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Nancy E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning system. Loretta [redacted], Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms. [redacted] home to install a previously ordered compressor, condenser motor and a capacitor. After the repairs were completed the unit was tested and was cooling and was no longer making noise. If I can be of any further assistance to Ms. [redacted], I invite her to contact me directly at [redacted]. That said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
January 9, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Elizabeth L[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. L[redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. L[redacted] case, our records show that she called customer service on November 7, 2017 to request a return on her purchased mattress set due to not meeting her comfort needs. Customer service advised her to call back on December 02, 2017 to have her request processed. A standard restock and delivery fee would be charged for the return. While we understand that Ms. L[redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange request. To waive this for Ms. L[redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discrimination. At this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do so. We ask that she contact her Case Manager Ema C[redacted] at [redacted] and we would gladly process her return. This offer is valid until January 13, 2018. Any date after voids the offer. Since we have provided a direct contact for Mr. L[redacted] should she decide to accept our offer, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
The contract was completed to my satisfaction. I wrote you stating that there was a breach of contract because nothing had been done as of the time of my contacting you close to 30 days had past since we made a contract agreement. The fact that they did the work is what I was seeking and they did a good job, in addition, so they met the contact agreement. I had a hole in the garage door and I needed a new door as winter is coming. And that is what I contracted for. Again I thank you for your assistance in helping me with my issue.
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Augusto M[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. M[redacted] complaint regarding her recent online order...
experience and his request for a refund. It is unfortunate that we failed Mr. M[redacted] expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the order, we sent an email correspondence to the local Sears Outlet store to research further. Accordingly, a refund of $169.95 was issued today February 27, 2018, under return receipt number [redacted]. The credit should post to the [redacted] account within 3 to 5 business days. Additionally, we hope that in the future Mr. M[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. Should Mr. M[redacted] have any questions, he may contact the store directly at ([redacted] In the interim, we have noted Mr. M[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:1... you did not include all dates the technician came out (there have now been 5 visits), and yes it was purchased in September but NOT DELIVERED until January.2... we called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I received. As one of your sales men told my husband he would take it to the parking lot to settle this. (how professional was that? - he should be fired!) 3. All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid 2000 for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming to. What happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,000 with your company. Your company should have showed some sort of respect for me and my family and made it right within days and not months. Sincerely,
[redacted]
August 1, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to return...
her 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart 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 bedding set on April 30, 2017 and then attempted to return it on July 2, 2017, she was 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. It would not be fair to make an exception for Ms[redacted], when no one else has received one. Ms. [redacted] indicated that the bedding was defective. We contacted Ms. [redacted] and she stated the comforter had multiple slits and the seams were ripped. Slits in the material is considered damage, not a defect. Since Ms. [redacted] had the product in her possession for more than 60 days, there is no way to determine the cause of the damage. Ms. [redacted] had 30 days to inspect the bedding set and return the purchase; and that is precisely what we mean when we say we are not making exceptions. 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 11949734, and find that this resolution is satisfactory to me.
Sincerely,
H Stephen [redacted]
April 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake...
evaluation. [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attention. We are taking steps to have this addressed right now. In the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be used. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a full refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced and for the delay in responding to this matter. After forwarding this information to Sears Gift Card department, we received a response on June 17, 2016. The team confirmed that two email refund gift cards were already adjusted earlier this month and the full refund of $300.00 and $286.56 on the other gift card are there. Should Mr. [redacted] have any further concerns, he may contact the corporate gift card line directly at [redacted] In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience. It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. After reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hook-up or Leave-in-Box Delivery. If basic hook up was selected then the next screen would take the member to select a hose. The following screen gives the option to choose an agreement. Finally, the review screen gives the member an opportunity to edit the purchase if needed. Unfortunately, basic hook up was not selected. However, we confirmed with Mr. [redacted] that the delivery department did remove the washer from the box and brought the unit in the house. The washer is currently hooked up therefore; we processed a discount of $60.18 which will go back to his Sears [redacted] account and $23.40 back to his Shop Your Way Reward account. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and non-receipt...
of a refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his online order we reached out to Sears’ Detail Control Center. We were able to confirm the charge for this order and processed a refund today. Accordingly, a refund of $1283.24 was processed under return receipt number [redacted] Mr. [redacted] can expect to receive the refund check in the mail within seven to ten business days from January 21, 2016. Additionally, we 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. Should Mr. [redacted] have any questions regarding his refund, he may contact me via email at [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund. 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our reply our case remains 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]. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Susan M [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding repairs for her mower. Our records show that...
Ms[redacted] purchased her mower on May 11, 2015 and she has a two (2) year manufacture warranty covering her for repairs necessary due to any defects in material and workmanship; therefore her warranty is good until May 11 2017. We do show one service in May of 2016 but according to the service order Ms[redacted]’s mower was not repaired as the repair claim was denied. We are currently waiting details of what was found to be the cause of the need to repair the mower and why it was denied under the manufactures warranty. Once we have received this service report we will provide an update of any needed actions. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted]@searshc.com
December 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Ann W. M[redacted] Dear [redacted] We have completed our investigation of Ms. M[redacted] complaint regarding a recent repair appointment....
We want to apologize to Ms. M[redacted] for the misunderstanding. It seems she did try to make our repair center aware of the need to have her [redacted] branded unit repaired. We have a list of brands that are serviceable by our company that employees have access to so we will be addressing that issue with the employees that scheduled her appointment. That said, a check for the $69.99 was sent to Ms. M[redacted] and she should have received it by now. We apologize to Ms. M[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] complaint
regarding her water heater. We want to apologize to [redacted] that her unit...
was
dented. However, our technician has verified that the damage is only cosmetic
and it does not affect the functionality of the unit. We can certainly provide
an exchange for the unit if [redacted] wishes. However, we have several options
to propose as alternatives. We are willing to issue a refund for the $79.00
service fee she was charged and also purchase an additional year of coverage on
her behalf for the unit. After the first year, [redacted] would be responsible
any labor or installation fees until October 17, 2008. If [redacted] is not
interested in the additional warranty, we will refund the service fee and we can
issue a credit for half of the installation fee she paid as an alternative. Should [redacted] wish to accept one of these
offers, I may be reached during normal business hours via email at [redacted]
In light of the aforementioned information, we respectfully ask that this matter
be considered closed. Again, we apologize to [redacted] and appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted] [redacted]