July 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – James [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a refund of $was issued to Mr [redacted] by check on June 1, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have revealed that Ms[redacted] was assisted by sears.com and Executive Member ServicesShe received three separate refunds: $August 26, 2015, $August 3, 2015, and $on September 10, Therefore, the final total of $was issued back to Ms [redacted] MasterCard account ending in Ms[redacted] is welcome to reply if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that Sears did finally refund my moneyHowever, it was only through my constant complaints, phone calls and messages that anything was doneI wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customersIt is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has satisfied my issue by replacing the refrigerator entirely at no cost to me
August 5, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Yolanda [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her sofa Store Manager Tessie [redacted] provided the following response: We have spoken with Ms [redacted] in regard to her sofaCopies of the receipts have been re-printedThe issues with her home warranty have been addressed on a separate complaint she filed almost simultaneouslyShould Ms [redacted] have any other questions or concerns, she may contact me (Tessie) during business hours at (***) [redacted] In the meantime, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.comTell us why here
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the service on his [redacted] washer After reviewing the service history and discussing the issue with Mr [redacted] , we have offered to move forward with a replacement under the Terms and Conditions of his Service Smart AgreementUnder this service agreement the [redacted] have a $Sears store voucher to select a new washerMr [redacted] Mr [redacted] has my direct number and will inform me if he would like to move forward with a replacement or to continue with serviceIn the mean time since we are waiting for Mr [redacted] to inform us of which action he would like we have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ann WM [redacted] Dear [redacted] We have completed our investigation of MsM [redacted] complaint regarding a recent repair appointment We want to apologize to MsM [redacted] for the misunderstandingIt seems she did try to make our repair center aware of the need to have her [redacted] branded unit repairedWe 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 appointmentThat said, a check for the $was sent to MsM [redacted] and she should have received it by nowWe apologize to MsM [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]
Complaint: [redacted] I am rejecting this response because: As stated by Sears' response, the investigation is ongoingSears left me a voicemail on 12/15/and stated that a technician would be at my home the following morning between 8am and 12pmBecause I was not consulted regarding my schedule, I was not available to meet the technician the following morningI spoke with the technician and rescheduled for 12/30/This was the next date when both Sears and I are availableDepending on the actions taken by the technician on 12/30, my complaint may or may not be resolved Sincerely, Peter [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding repairs for her power washer We understand that Ms [redacted] is upset that she has had to have service once a year since she has owned the power washerOur research shows that the power washer was purchased in June and we have serviced the power washer once in 2014, and again in Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA)In the governor spring needed adjustment, in the carburetor needed cleaning and this year the governor spring again needed adjustmentMs [redacted] owner’s manual has extensive instructions regarding the need for regular maintenanceMs [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repairWe understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms [redacted] as well as provided her with a gift card in the amount of $for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the condition of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that we have issued a refund of to Mr [redacted] Shop Your Way Rewards account and $for the shipment of sets in which he stated he received only broken sets Mr [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his ring Store Manager [redacted] provided the following response Mr [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his requestHowever, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care planShould Mr [redacted] wish to accept, he may contact me ( [redacted] during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Stanley N [redacted] Dear Ms [redacted] We have completed the investigation of MrN [redacted] complaint regarding the problem he encountered when he attempted to exchange a defective water filter within our 30-day return period Firstly, we would like to apologize for any inconvenience that this may have caused MrN [redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable itemWe assure that any variance from our accepted business practice has been addressed as a coaching opportunityOn November 11, District Manager John A [redacted] confirmed that MrN [redacted] was contacted regarding the water filterFor customer satisfaction, a full refund was issued to MrN [redacted] With that being said, since it is our understanding that the refund is a resolution that met with MrN [redacted] approval, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
May 18, [redacted] Revdex.com North Wabash AveSuite Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mrs [redacted] complaint The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs [redacted] complaint We apologize to Mrs [redacted] for this issue and would appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
May 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on April 25, For Mr [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] , [redacted] , [redacted] and [redacted] 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 uponIn the interim, since a refund has been issued, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Tijuana [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms [redacted] complaint filed with your office [redacted] vision is to provide legendary serviceWe are sorry that Ms [redacted] feels that we fell short of our goal and is dissatisfied with the Sears Optical Clarice [redacted] , Customer Relations Consultant for [redacted] , our business partner in operating the optical location referenced in Ms [redacted] complaint, has provided the following response, and we have included it in its entirety below: Ms [redacted] states that the delay in receiving new lenses in her eyeglasses is unacceptable We apologize for any frustration that Ms [redacted] may have experienced with this situationFeedback from our customers is appreciated The Sears Optical location was contacted and store management responded that Ms [redacted] eyeglasses arrived today, August 4, Ms [redacted] has been notified and she plans to pick the eyeglasses up today As a conciliatory gesture for the delay, Ms [redacted] is being refunded her out-of-pocket cost; the refund will be issued when Ms [redacted] returns to the optical center In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Sincerely, Clarice [redacted] Escalations Specialist Sears Optical We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchenThe new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigeratorI did not accept nor refuse the points that was offered to me instead of the credit to my credit card account, which was not satisfactory to me Sincerely, [redacted]
March 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teska J [redacted] Dear [redacted] We have completed the investigation of MsJ [redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter 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 warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe 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 MsJ [redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approvedOur records show that an exchange is currently pending for March 17, In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchangeAt this time, 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
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 in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they calledunfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go awaysears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter) Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because of the following inaccuracies in the response:1) The problem was a loss off electricity to the washer and dryer.2) The new technician who came found that the previous one had without knowing switched off the electricity to the washer and dryer.3)The new technician attributed the failure of the dryer to heat properly as due to control panelThe prior technician attributed it to the need for a new thermostat Sincerely, [redacted] ***
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] P [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the customer service she received when she contacted our contract department regarding her television We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms [redacted] ’s initial complaint, we submitted her concern to Sears Purchase Protect regarding the customer service she received when she called to file a warranty claim for her televisionThe captured calls were reviewed and any issues will be addressed internally We would also like to note that we were informed by SPP management that Ms [redacted] ’s claim was denied a warranty claim because the SPP does not cover accidental damage; which, Ms [redacted] failed to reveal this on her complaint, or when we contacted her on September 16, The SPP that Ms [redacted] purchased for her television specifically states, “Limitations of Coverage, this agreement does not cover: Damage or other product failure due to causes beyond our control including, but not limited to, repairs necessitated because of operator or owner negligence (such as the failure to maintain the product according to the owner’s manual instructions); improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, rust, corrosion, animal or insect infestation, damage caused by lightning and acts of nature” As for the gift card that Ms [redacted] was issued by the store, our response did note that she had contacted the store regarding the refund on the (SPP) contractSince the store was unable to process the cancellation, they offered Ms [redacted] a $gift card instead; she accepted the offer While we understand that she was dissatisfied with the customer service she was provided by SPP associates, the fact remains that she did not qualify for a replacement television due to accidental damageAs this decision is commensurate to the circumstances, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct [redacted] [redacted] @searshc.com
October 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item We have reviewed both Sears.com’s response and Mr [redacted] rebuttal, and we do not find that Mr [redacted] has brought any new information to his complaintIt should be noted that Mr [redacted] initial complaint was that he never received delivery of his orderAfter we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missingHowever, Mr [redacted] has not made a call to Sears Online to report the issueTo expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriateIt would be unjust for Sears to provide a refund to Mr [redacted] while requiring others to follow the procedure set in place for this particular situationUnfortunately, 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 grantIn Mr [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr [redacted] has filed a claim 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
July 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – James [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a refund of $was issued to Mr [redacted] by check on June 1, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have revealed that Ms[redacted] was assisted by sears.com and Executive Member ServicesShe received three separate refunds: $August 26, 2015, $August 3, 2015, and $on September 10, Therefore, the final total of $was issued back to Ms [redacted] MasterCard account ending in Ms[redacted] is welcome to reply if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that Sears did finally refund my moneyHowever, it was only through my constant complaints, phone calls and messages that anything was doneI wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customersIt is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has satisfied my issue by replacing the refrigerator entirely at no cost to me
August 5, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Yolanda [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her sofa Store Manager Tessie [redacted] provided the following response: We have spoken with Ms [redacted] in regard to her sofaCopies of the receipts have been re-printedThe issues with her home warranty have been addressed on a separate complaint she filed almost simultaneouslyShould Ms [redacted] have any other questions or concerns, she may contact me (Tessie) during business hours at (***) [redacted] In the meantime, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.comTell us why here
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the service on his [redacted] washer After reviewing the service history and discussing the issue with Mr [redacted] , we have offered to move forward with a replacement under the Terms and Conditions of his Service Smart AgreementUnder this service agreement the [redacted] have a $Sears store voucher to select a new washerMr [redacted] Mr [redacted] has my direct number and will inform me if he would like to move forward with a replacement or to continue with serviceIn the mean time since we are waiting for Mr [redacted] to inform us of which action he would like we have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ann WM [redacted] Dear [redacted] We have completed our investigation of MsM [redacted] complaint regarding a recent repair appointment We want to apologize to MsM [redacted] for the misunderstandingIt seems she did try to make our repair center aware of the need to have her [redacted] branded unit repairedWe 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 appointmentThat said, a check for the $was sent to MsM [redacted] and she should have received it by nowWe apologize to MsM [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]
Complaint: [redacted] I am rejecting this response because: As stated by Sears' response, the investigation is ongoingSears left me a voicemail on 12/15/and stated that a technician would be at my home the following morning between 8am and 12pmBecause I was not consulted regarding my schedule, I was not available to meet the technician the following morningI spoke with the technician and rescheduled for 12/30/This was the next date when both Sears and I are availableDepending on the actions taken by the technician on 12/30, my complaint may or may not be resolved Sincerely, Peter [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding repairs for her power washer We understand that Ms [redacted] is upset that she has had to have service once a year since she has owned the power washerOur research shows that the power washer was purchased in June and we have serviced the power washer once in 2014, and again in Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA)In the governor spring needed adjustment, in the carburetor needed cleaning and this year the governor spring again needed adjustmentMs [redacted] owner’s manual has extensive instructions regarding the need for regular maintenanceMs [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repairWe understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms [redacted] as well as provided her with a gift card in the amount of $for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the condition of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that we have issued a refund of to Mr [redacted] Shop Your Way Rewards account and $for the shipment of sets in which he stated he received only broken sets Mr [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his ring Store Manager [redacted] provided the following response Mr [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his requestHowever, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care planShould Mr [redacted] wish to accept, he may contact me ( [redacted] during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Stanley N [redacted] Dear Ms [redacted] We have completed the investigation of MrN [redacted] complaint regarding the problem he encountered when he attempted to exchange a defective water filter within our 30-day return period Firstly, we would like to apologize for any inconvenience that this may have caused MrN [redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable itemWe assure that any variance from our accepted business practice has been addressed as a coaching opportunityOn November 11, District Manager John A [redacted] confirmed that MrN [redacted] was contacted regarding the water filterFor customer satisfaction, a full refund was issued to MrN [redacted] With that being said, since it is our understanding that the refund is a resolution that met with MrN [redacted] approval, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
May 18, [redacted] Revdex.com North Wabash AveSuite Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mrs [redacted] complaint The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs [redacted] complaint We apologize to Mrs [redacted] for this issue and would appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
May 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on April 25, For Mr [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] , [redacted] , [redacted] and [redacted] 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 uponIn the interim, since a refund has been issued, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Tijuana [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms [redacted] complaint filed with your office [redacted] vision is to provide legendary serviceWe are sorry that Ms [redacted] feels that we fell short of our goal and is dissatisfied with the Sears Optical Clarice [redacted] , Customer Relations Consultant for [redacted] , our business partner in operating the optical location referenced in Ms [redacted] complaint, has provided the following response, and we have included it in its entirety below: Ms [redacted] states that the delay in receiving new lenses in her eyeglasses is unacceptable We apologize for any frustration that Ms [redacted] may have experienced with this situationFeedback from our customers is appreciated The Sears Optical location was contacted and store management responded that Ms [redacted] eyeglasses arrived today, August 4, Ms [redacted] has been notified and she plans to pick the eyeglasses up today As a conciliatory gesture for the delay, Ms [redacted] is being refunded her out-of-pocket cost; the refund will be issued when Ms [redacted] returns to the optical center In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Sincerely, Clarice [redacted] Escalations Specialist Sears Optical We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchenThe new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigeratorI did not accept nor refuse the points that was offered to me instead of the credit to my credit card account, which was not satisfactory to me Sincerely, [redacted]
March 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teska J [redacted] Dear [redacted] We have completed the investigation of MsJ [redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter 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 warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe 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 MsJ [redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approvedOur records show that an exchange is currently pending for March 17, In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchangeAt this time, 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
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 in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they calledunfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go awaysears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter) Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because of the following inaccuracies in the response:1) The problem was a loss off electricity to the washer and dryer.2) The new technician who came found that the previous one had without knowing switched off the electricity to the washer and dryer.3)The new technician attributed the failure of the dryer to heat properly as due to control panelThe prior technician attributed it to the need for a new thermostat Sincerely, [redacted] ***
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] P [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the customer service she received when she contacted our contract department regarding her television We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms [redacted] ’s initial complaint, we submitted her concern to Sears Purchase Protect regarding the customer service she received when she called to file a warranty claim for her televisionThe captured calls were reviewed and any issues will be addressed internally We would also like to note that we were informed by SPP management that Ms [redacted] ’s claim was denied a warranty claim because the SPP does not cover accidental damage; which, Ms [redacted] failed to reveal this on her complaint, or when we contacted her on September 16, The SPP that Ms [redacted] purchased for her television specifically states, “Limitations of Coverage, this agreement does not cover: Damage or other product failure due to causes beyond our control including, but not limited to, repairs necessitated because of operator or owner negligence (such as the failure to maintain the product according to the owner’s manual instructions); improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, rust, corrosion, animal or insect infestation, damage caused by lightning and acts of nature” As for the gift card that Ms [redacted] was issued by the store, our response did note that she had contacted the store regarding the refund on the (SPP) contractSince the store was unable to process the cancellation, they offered Ms [redacted] a $gift card instead; she accepted the offer While we understand that she was dissatisfied with the customer service she was provided by SPP associates, the fact remains that she did not qualify for a replacement television due to accidental damageAs this decision is commensurate to the circumstances, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct [redacted] [redacted] @searshc.com
October 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item We have reviewed both Sears.com’s response and Mr [redacted] rebuttal, and we do not find that Mr [redacted] has brought any new information to his complaintIt should be noted that Mr [redacted] initial complaint was that he never received delivery of his orderAfter we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missingHowever, Mr [redacted] has not made a call to Sears Online to report the issueTo expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriateIt would be unjust for Sears to provide a refund to Mr [redacted] while requiring others to follow the procedure set in place for this particular situationUnfortunately, 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 grantIn Mr [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr [redacted] has filed a claim 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