Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Debbie K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her dissatisfaction that her recent service for her dishwasher was not covered under her Master Protection Agreement As clarification, not all calls for service are covered by the Master Protection Agreement (MPA)Specifically, the MPA generally covers service visits that are due to a defect in material, workmanship or wear and tear, but it does not cover repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureThis is listed under section of the terms and conditions of the MPA In Ms [redacted] ’ case, our technician found that there was an insect infestation that shorted the main control board therefore causing the dishwasher not to workMs [redacted] was instructed that she would need to get an exterminator out to address the infestation and since the repairs are not due to a failure of the dishwasher but an infestation they are not covered under the MPA and she would be responsible for the needed repairsMs [redacted] contacted Sears after she had an exterminator out but then refused to pay to repair the dishwasher therefore the service call was closed out as “Estimate Declined” on February 10, With that said, it appears that Ms [redacted] ’ cancelled her Master Protection Agreement (MPA) on February 13, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] ’ has cancelled the MPA and was refunded for the time remaining and we have explained why repair of the dishwasher was not covered under the MPA and would be her responsibility, we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Kelli H*** Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of a gift card from customer service.After reviewing Ms H [redacted] complaint and our records, we contacted the delivery department and were able to confirm that MsH [redacted] was issued a $gift card to keep the delivered appliances with some cosmetic damage on May 27, We called our credit department to conduct an audit of the gift card that was sent to MsH [redacted] Once completed, we were able to confirm that the gift card was still active with the full balance on itThe gift card was deactivated and a credit of $was issued back to the original form of payment with sales check # [redacted] on August 09, Since customer service issued a $sales adjustment for the gift card that MsH [redacted] never received, 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***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the clothes onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have 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 policySince Ms [redacted] purchased the first order on July 24, and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction that the range failed too soon and that the repair was not completed in a timely manner We made attempts to contact Mr [redacted] via email and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr [redacted] issue until we have the opportunity to discuss the matter with himHe may contact me at [redacted] or at ( [redacted] In the interim, we will consider this matter closed, pending his response 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 [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] M [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations when she recently placed her online orderWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we show that Sears Online advised Ms [redacted] that she would be refunded once the wrong item is returned back to Sears which she agreed toShould Ms [redacted] have any further questions or concerns regarding the return of the order, she may call (***) ***- [redacted] to check on the status of the orderIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending the return and refund of the order 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 manager himself stated that he talked to my boyfriend on two occasions during the 7+ hour procedure, as evidenced by his initial response which you forwarded The manager stated that his communication with us was as follows:- communicating that the wrong part had been ordered.- communicating that they couldn't get the part at all and would have to do a custom line and it would take a little longer (Chris repeated this claim to me as well7+ hours on a hour job is not a "little" longer, once again going to the heart of the matter that the mechanics did not know what they were doing.- a call I placed into him over hours later.If the manager is now telling you that he kept one or both of us in the loop, he's lying and this is proven by his initial statementI would encourage you to review the store tapes, since parties - myself, my boyfriend, and the manager whose account you seem to be referencing, claim that this did not happen.The "repair" was not done correctly, and my car has had ongoing issues since the event which will need to be addressed by qualified mechanics50% is more than a little lowIf I did my own job in this manner, especially in a way which affected the safety of my clients, I would be firedA question of whether a refund should be issued, or pushing to keep half of the money on such a botch job, is ludicrousThis is not some run of the mill complaint - it's one about a serious safety issue, and one which demonstrates that Sears only cares about the bottom line, rather than a client they put into a car with a patched together brake system done by someone who didn't know what they were doing.This case is most certainly not "closed".Sincerely, [redacted]
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased [redacted] treadmill and his request for a refund on the delivery fee due to the issuesAs for clarification the service and warranty is held by [redacted] through [redacted] Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted] , to assist with his complaint [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $to [redacted] He should receive the reimbursement from [redacted] within – business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kristi S [redacted] - # [redacted] Dear MsV [redacted] We have completed our investigation of MsS [redacted] complaint regarding the non-receipt of a service refund It is regrettable that we failed MsS [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsS [redacted] for any inconvenience we may have caused Upon receiving MsS [redacted] complaint, we contacted the local service unit for assistance Keisha C [redacted] with unit [redacted] responded that after speaking with MsS [redacted] regarding her concerns, she submitted a refund request for $ MsS [redacted] should receive a refund check in the next to days In the interim, since we are providing MsS [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 12, 2015/07/20) */ Contact Name and Title: MELISSA LANDO July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Sharon Diane [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her window a/c unit First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled repairs for her window a/c unitOur records show that a Sears technician returned to Ms [redacted] 's home on July 16, 2015, to install a new evaporatorUnfortunately, upon inspection, he found that the part had been damaged during shippingRather than order another part, Ms [redacted] was authorized for a replacement window a/c unit under her Master Protection Agreement (MPA)She subsequently selected a new window a/c unit on July 18, Additionally, the remaining coverage on her original a/c unit will transfer to the new window air conditioner and provide her with coverage until June 28, With that said, since we have replaced Ms [redacted] 's window a/c unit, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I can say is they need to resolve service and repair issues in a more timely fashion; not just for us but for all customersIn our case no air conditioning for over a month when temps are in the 90's and upper 90'sYou could hardly breathe
Tell us why here..September 7, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted beforeFurthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involvedAccordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] ’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final 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 (512) 248-[redacted] [redacted] @searshc.com
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dryer repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] was able to work with our Routing department so that Mr [redacted] would be the first appointment on January 6, Once the repair was completed, Ms [redacted] spoke with Mrs [redacted] and confirmed that the repair was completed to her satisfaction Mrs [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments Ms [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, If Mr [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mrand Mrs [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Bernadette D*** Dear Ms [redacted] We have completed the investigation of MsD [redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms D [redacted] complaint and our records, we were able to confirm that MsD [redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damageWe contacted our parts department and confirmed that an order of door bins were mailed out to MsD [redacted] on November 12, We reached to MsD [redacted] via email on February 21, and were informed that she has yet to receive the needed door binsAt this time, a new order for a set of door bins was processed and completed for MsD [redacted] In addition, we issued a $gift card via *** We ask MsD [redacted] to allow 7-business days for the parts and gift card to arriveSince we have ordered a new set of door bins for MsD [redacted] and courtesy compensation was provided, 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 concernsSincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Joanne [redacted]
September 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Fong V [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrV [redacted] complaint regarding the service to his tractor Upon receiving MrV [redacted] complaint, we contacted the local service unit for assistance Field Operations Manager Guy K [redacted] responded that it has been determined that the failure of MrV [redacted] tractor resulted from the unit not being properly maintained or operated in accordance with the manufacturer’s specificationsDuring the examination of the tractor, the technician checked for any new oil leaks and found none; furthermore, he noted that the engine was very dirty Additionally, he found that the piston was not moving and the spark plug had a brown residue on it He subsequently contacted Sears Technical Assistance Center (STAC) who asked the technician to check the oil level and to take pictures of the dipstick The technician found that new oil had been poured on top of the old oil and when he questioned MrV [redacted] about the maintenance, MrV [redacted] stated that he did not put oil in the unit The technician responded to MrV [redacted] that someone poured new oil on top of the old oil Based upon STAC’s and the technician’s findings, it was determined that the damage to the tractor was a direct result of misuse; therefore, the repair cannot be completed under the Repair Protection Agreement (RPA) Since MrV [redacted] has not presented any new information to dispute our findings, our decision to deny MrV [redacted] a covered repair stands Accordingly, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online experience.As clarification, we searched for the kitchen sink online and were unable to locate the merchandise he stated was priced at $However, it should be noted that the correct price will always show in the shopping cart When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages if there is an errorWhile we understand [redacted] frustration, the fact is that although we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there will be times that an error might occurWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:DisclaimerYOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.In accordance then with that disclaimer and our posted policies, we are unable to honor [redacted] request to purchase the kitchen sink at the incorrect price We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted]
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have complet [redacted] our investigation of Mrs [redacted] complaint regarding her refrigerator repair It is regrettable that we fail [redacted] Mrs [redacted] expectations in regard the repair of her refrigeratorWe value Mrs [redacted] patronage, but we can understand how the series of events not [redacted] within her complaint may have exacerbat [redacted] her frustrationsAdditionally, we would like to assure Mrs [redacted] that we appreciate her valuable fe**back, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caus [redacted] Mrs [redacted] Upon receiving Mrs [redacted] complaint, we contact [redacted] the local service unit for assistance [redacted] with [redacted] contact [redacted] our Routing department for sooner service; the appointment was subsequently mov [redacted] up to March 22, On March 22nd, the technician install [redacted] a new compressor and drier assembly; completing the repair [redacted] spoke with Mr [redacted] on March 23, 2017, and he confirm [redacted] that the refrigerator is cooling as expect** Additionally, [redacted] provid [redacted] Mr [redacted] with a direct number to the service unit if he has any further concerns In the interim, since we have complet [redacted] the repair to the [redacted] s’ refrigerator, albeit later than expect**, and we have document [redacted] their concerns with the repair process, we ask that this matter be clos** Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Trisha T [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsT [redacted] complaint regarding a canceled duct cleaning appointment It is regrettable that we failed MsT [redacted] expectations when she recently contacted Sears Duct Cleaning for serviceWe value MsT [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsT [redacted] for any inconvenience we may have caused Upon receiving MsT [redacted] complaint, we contacted the local office for assistance Jarron T [redacted] with Quality Control responded that he spoke with MsT*** Although MsT [redacted] was scheduled for service, she advised MrT [redacted] that she was canceling her appointment For customer satisfaction, MrT [redacted] offered MsT [redacted] 20% off of a future service, but she declined With that said, since we have documented MsT***’ concerns with Sears Duct Cleaning and we have confirmed that she is not interested in service at this time, we have closed our file Again, we apologize to MsT [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired We apologize if Ms [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receiptThe return policy is the same with or without a gift receiptA gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return periodAs previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed We apologize to Ms [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 [redacted]
July 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Robert [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his non receipt of a refund It is unfortunate that we failed Mr [redacted] expectations and 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 forwarding this matter to (DCC) Sears' Detailed Control Center, we confirmed the charge of $on April 28, 2015, through sales receipt number Accordingly, DCC voided the charge through sale receipt number Mr [redacted] credit should reflect on his next statementAdditionally, 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 uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is fully satisfactory to me Thanks for the prompt and helpful service Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Debbie K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her dissatisfaction that her recent service for her dishwasher was not covered under her Master Protection Agreement As clarification, not all calls for service are covered by the Master Protection Agreement (MPA)Specifically, the MPA generally covers service visits that are due to a defect in material, workmanship or wear and tear, but it does not cover repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureThis is listed under section of the terms and conditions of the MPA In Ms [redacted] ’ case, our technician found that there was an insect infestation that shorted the main control board therefore causing the dishwasher not to workMs [redacted] was instructed that she would need to get an exterminator out to address the infestation and since the repairs are not due to a failure of the dishwasher but an infestation they are not covered under the MPA and she would be responsible for the needed repairsMs [redacted] contacted Sears after she had an exterminator out but then refused to pay to repair the dishwasher therefore the service call was closed out as “Estimate Declined” on February 10, With that said, it appears that Ms [redacted] ’ cancelled her Master Protection Agreement (MPA) on February 13, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] ’ has cancelled the MPA and was refunded for the time remaining and we have explained why repair of the dishwasher was not covered under the MPA and would be her responsibility, we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Kelli H*** Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of a gift card from customer service.After reviewing Ms H [redacted] complaint and our records, we contacted the delivery department and were able to confirm that MsH [redacted] was issued a $gift card to keep the delivered appliances with some cosmetic damage on May 27, We called our credit department to conduct an audit of the gift card that was sent to MsH [redacted] Once completed, we were able to confirm that the gift card was still active with the full balance on itThe gift card was deactivated and a credit of $was issued back to the original form of payment with sales check # [redacted] on August 09, Since customer service issued a $sales adjustment for the gift card that MsH [redacted] never received, 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***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the clothes onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have 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 policySince Ms [redacted] purchased the first order on July 24, and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction that the range failed too soon and that the repair was not completed in a timely manner We made attempts to contact Mr [redacted] via email and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr [redacted] issue until we have the opportunity to discuss the matter with himHe may contact me at [redacted] or at ( [redacted] In the interim, we will consider this matter closed, pending his response 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 [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] M [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations when she recently placed her online orderWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we show that Sears Online advised Ms [redacted] that she would be refunded once the wrong item is returned back to Sears which she agreed toShould Ms [redacted] have any further questions or concerns regarding the return of the order, she may call (***) ***- [redacted] to check on the status of the orderIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending the return and refund of the order 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 manager himself stated that he talked to my boyfriend on two occasions during the 7+ hour procedure, as evidenced by his initial response which you forwarded The manager stated that his communication with us was as follows:- communicating that the wrong part had been ordered.- communicating that they couldn't get the part at all and would have to do a custom line and it would take a little longer (Chris repeated this claim to me as well7+ hours on a hour job is not a "little" longer, once again going to the heart of the matter that the mechanics did not know what they were doing.- a call I placed into him over hours later.If the manager is now telling you that he kept one or both of us in the loop, he's lying and this is proven by his initial statementI would encourage you to review the store tapes, since parties - myself, my boyfriend, and the manager whose account you seem to be referencing, claim that this did not happen.The "repair" was not done correctly, and my car has had ongoing issues since the event which will need to be addressed by qualified mechanics50% is more than a little lowIf I did my own job in this manner, especially in a way which affected the safety of my clients, I would be firedA question of whether a refund should be issued, or pushing to keep half of the money on such a botch job, is ludicrousThis is not some run of the mill complaint - it's one about a serious safety issue, and one which demonstrates that Sears only cares about the bottom line, rather than a client they put into a car with a patched together brake system done by someone who didn't know what they were doing.This case is most certainly not "closed".Sincerely, [redacted]
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased [redacted] treadmill and his request for a refund on the delivery fee due to the issuesAs for clarification the service and warranty is held by [redacted] through [redacted] Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted] , to assist with his complaint [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $to [redacted] He should receive the reimbursement from [redacted] within – business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kristi S [redacted] - # [redacted] Dear MsV [redacted] We have completed our investigation of MsS [redacted] complaint regarding the non-receipt of a service refund It is regrettable that we failed MsS [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsS [redacted] for any inconvenience we may have caused Upon receiving MsS [redacted] complaint, we contacted the local service unit for assistance Keisha C [redacted] with unit [redacted] responded that after speaking with MsS [redacted] regarding her concerns, she submitted a refund request for $ MsS [redacted] should receive a refund check in the next to days In the interim, since we are providing MsS [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 12, 2015/07/20) */ Contact Name and Title: MELISSA LANDO July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Sharon Diane [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her window a/c unit First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled repairs for her window a/c unitOur records show that a Sears technician returned to Ms [redacted] 's home on July 16, 2015, to install a new evaporatorUnfortunately, upon inspection, he found that the part had been damaged during shippingRather than order another part, Ms [redacted] was authorized for a replacement window a/c unit under her Master Protection Agreement (MPA)She subsequently selected a new window a/c unit on July 18, Additionally, the remaining coverage on her original a/c unit will transfer to the new window air conditioner and provide her with coverage until June 28, With that said, since we have replaced Ms [redacted] 's window a/c unit, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I can say is they need to resolve service and repair issues in a more timely fashion; not just for us but for all customersIn our case no air conditioning for over a month when temps are in the 90's and upper 90'sYou could hardly breathe
Tell us why here..September 7, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted beforeFurthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involvedAccordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] ’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final 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 (512) 248-[redacted] [redacted] @searshc.com
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dryer repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] was able to work with our Routing department so that Mr [redacted] would be the first appointment on January 6, Once the repair was completed, Ms [redacted] spoke with Mrs [redacted] and confirmed that the repair was completed to her satisfaction Mrs [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments Ms [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, If Mr [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mrand Mrs [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Bernadette D*** Dear Ms [redacted] We have completed the investigation of MsD [redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms D [redacted] complaint and our records, we were able to confirm that MsD [redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damageWe contacted our parts department and confirmed that an order of door bins were mailed out to MsD [redacted] on November 12, We reached to MsD [redacted] via email on February 21, and were informed that she has yet to receive the needed door binsAt this time, a new order for a set of door bins was processed and completed for MsD [redacted] In addition, we issued a $gift card via *** We ask MsD [redacted] to allow 7-business days for the parts and gift card to arriveSince we have ordered a new set of door bins for MsD [redacted] and courtesy compensation was provided, 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 concernsSincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Joanne [redacted]
September 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Fong V [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrV [redacted] complaint regarding the service to his tractor Upon receiving MrV [redacted] complaint, we contacted the local service unit for assistance Field Operations Manager Guy K [redacted] responded that it has been determined that the failure of MrV [redacted] tractor resulted from the unit not being properly maintained or operated in accordance with the manufacturer’s specificationsDuring the examination of the tractor, the technician checked for any new oil leaks and found none; furthermore, he noted that the engine was very dirty Additionally, he found that the piston was not moving and the spark plug had a brown residue on it He subsequently contacted Sears Technical Assistance Center (STAC) who asked the technician to check the oil level and to take pictures of the dipstick The technician found that new oil had been poured on top of the old oil and when he questioned MrV [redacted] about the maintenance, MrV [redacted] stated that he did not put oil in the unit The technician responded to MrV [redacted] that someone poured new oil on top of the old oil Based upon STAC’s and the technician’s findings, it was determined that the damage to the tractor was a direct result of misuse; therefore, the repair cannot be completed under the Repair Protection Agreement (RPA) Since MrV [redacted] has not presented any new information to dispute our findings, our decision to deny MrV [redacted] a covered repair stands Accordingly, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online experience.As clarification, we searched for the kitchen sink online and were unable to locate the merchandise he stated was priced at $However, it should be noted that the correct price will always show in the shopping cart When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages if there is an errorWhile we understand [redacted] frustration, the fact is that although we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there will be times that an error might occurWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:DisclaimerYOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.In accordance then with that disclaimer and our posted policies, we are unable to honor [redacted] request to purchase the kitchen sink at the incorrect price We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted]
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have complet [redacted] our investigation of Mrs [redacted] complaint regarding her refrigerator repair It is regrettable that we fail [redacted] Mrs [redacted] expectations in regard the repair of her refrigeratorWe value Mrs [redacted] patronage, but we can understand how the series of events not [redacted] within her complaint may have exacerbat [redacted] her frustrationsAdditionally, we would like to assure Mrs [redacted] that we appreciate her valuable fe**back, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caus [redacted] Mrs [redacted] Upon receiving Mrs [redacted] complaint, we contact [redacted] the local service unit for assistance [redacted] with [redacted] contact [redacted] our Routing department for sooner service; the appointment was subsequently mov [redacted] up to March 22, On March 22nd, the technician install [redacted] a new compressor and drier assembly; completing the repair [redacted] spoke with Mr [redacted] on March 23, 2017, and he confirm [redacted] that the refrigerator is cooling as expect** Additionally, [redacted] provid [redacted] Mr [redacted] with a direct number to the service unit if he has any further concerns In the interim, since we have complet [redacted] the repair to the [redacted] s’ refrigerator, albeit later than expect**, and we have document [redacted] their concerns with the repair process, we ask that this matter be clos** Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Trisha T [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsT [redacted] complaint regarding a canceled duct cleaning appointment It is regrettable that we failed MsT [redacted] expectations when she recently contacted Sears Duct Cleaning for serviceWe value MsT [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsT [redacted] for any inconvenience we may have caused Upon receiving MsT [redacted] complaint, we contacted the local office for assistance Jarron T [redacted] with Quality Control responded that he spoke with MsT*** Although MsT [redacted] was scheduled for service, she advised MrT [redacted] that she was canceling her appointment For customer satisfaction, MrT [redacted] offered MsT [redacted] 20% off of a future service, but she declined With that said, since we have documented MsT***’ concerns with Sears Duct Cleaning and we have confirmed that she is not interested in service at this time, we have closed our file Again, we apologize to MsT [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired We apologize if Ms [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receiptThe return policy is the same with or without a gift receiptA gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return periodAs previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed We apologize to Ms [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 [redacted]
July 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Robert [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his non receipt of a refund It is unfortunate that we failed Mr [redacted] expectations and 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 forwarding this matter to (DCC) Sears' Detailed Control Center, we confirmed the charge of $on April 28, 2015, through sales receipt number Accordingly, DCC voided the charge through sale receipt number Mr [redacted] credit should reflect on his next statementAdditionally, 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 uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is fully satisfactory to me Thanks for the prompt and helpful service Sincerely, [redacted]