March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and subsequent request for a refund for tires she purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a full refund of $to [redacted] account ending in [redacted] on March 23, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future [redacted] will allow us another opportunity to provide her with 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 [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, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Wade [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a Craftsman garden tractor purchased from SearsDue to the concerns noted in Mr [redacted] ’s complaint, the decision was made to make an exception to Sears return policy and allow the unit to be returned for a refundThe store manager will be reaching out to Mr [redacted] to discuss returning the unit and the refund processSince we have noted our intent to return Mr [redacted] ’s tractor, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
January 16, [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 refrigerator repair Although several attempts were made to repair Mr [redacted] refrigerator, we decided to replace the unit under his exceptional parts warranty Mr [redacted] selected a new refrigerator and the exchange was processed on January 16, The new refrigerator is schedule for delivery on January 30, 2017, which is the first available date Mr [redacted] has my email address, [redacted] if he has any further questions or concerns With that said, since Mr [redacted] is being provided with a fair resolution, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Elyse P [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her refrigerator repair It is regrettable that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Although several attempts were made to resolve the cooling issue with Ms [redacted] ’s refrigerator, it was determined that the unit should be replaced under the exceptional parts warranty On February 14, 2017, Ms [redacted] selected a new refrigerator, GE GZS22DSJSS The new refrigerator is scheduled for delivery on February 23, 2017, which was the first available date The delivery team will remove the old unit when they deliver the new appliance Although we are responding to your agency in the interim, we will continue to monitor Ms [redacted] ’s delivery until it has been completed With that said, since it is our understanding that Ms [redacted] is satisfied with the resolution being provided, 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
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]
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 meSincerely, [redacted] ***
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:Upon piof the lawn mower there was no paperwork indicating what was done and upon arriving home discovered that the lawn mower in fact had the same lack of power and non operation of automatic movement as it had before bringing it in for service There appears to be little happening that enables one to have service at the local level Sincerely, Leroy H [redacted]
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]
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Arthur A [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding the problem his mother encountered when she attempted to return the lawn mower 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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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...gas powered lawn equipment are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value” Since MrHarris’ mother purchased the mower on June 1, 2016, and attempted to exchange it on July 7, 2016, she was clearly over the 30-day “hassle-free” exchange period However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and labor to service the mowerIf the lawn mower is not working, then he must drop off the mower at our store so we can send it off for a warranty repairIf our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a returnWe made multiple attempts to contact Mr [redacted] and left voicemails and sent emails with our contact informationSince he has not responded, we are unable to discuss the matter with himIn 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.com
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the cancelation of a recent order As clarification, it seems that we experienced an inventory error in relation to the items MsJ [redacted] purchasedAlthough we try to keep our website up to date, with thousands of orders being placed by the hour, there is a small margin for errorHowever, this does not obligate us to provide MsJ [redacted] with another item for the same priceEspecially when you consider that her order was made for an outlet location, which means that the merchandise was unique and heavily discounted as such We 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 An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case MsJ [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: Disclaimer: “IN 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 SITEFURTHER, 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 the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor Ms [redacted] request to receive replacement items for the same price and as our records reflect that she was not charged for this order, we have closed our file In closure, we apologize to MsJ [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] Specialist, Regulatory Complaints [redacted]
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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Jenny [redacted] #[redacted] Dear Ms [redacted] : We have not completed the investigation of Ms***'s complaint regarding repairs to her television Barbara [redacted] , Sears Home Services, Support Speci***st provided the following response: On August 3, 2015, a Sears Electronics technician installed a previously ordered light engine into Ms***'s televisionThe technician informed me that once the unit was reassembled, it was tested and was found to be operating as expectedMoving forward, if Ms [redacted] has any additional concerns, I invite her to contact me at 215/ [redacted] That said, we ask that this complaint be 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, Adam [redacted] Regulatory Claims Speci***st Sears Holdings Corporation Adam[redacted] @searshc.com
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] ***
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, Virginia P [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website Our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] 's case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted] @gmailc.omWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] 's records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $gift card which Ms [redacted] accepted as a resolution on September 17, Later that day Ms [redacted] contacted Sears again for assistance even though a resolution had been agreed uponMs [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalfThe marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in questionSince Ms [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolvedIn closure, since Ms [redacted] has received a $gift card for the DVD valued at $and the vendor has mailed a replacement DVD, we have closed our file 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 Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The 3rd party market shipped me out a new DVD and sears offered a $gift card for all the issues
[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 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the refund issued for her sears.com order We have reviewed our records and revealed that Ms [redacted] is correct in stating that the refund she received was incorrect As such, we issued the remaining amount of $to her [redacted] account ending in [redacted] on January 28, We would again like to sincerely apologize for any inconvenience Ms [redacted] may have experienced due to this issue 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] ***
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
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and subsequent request for a refund for tires she purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a full refund of $to [redacted] account ending in [redacted] on March 23, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future [redacted] will allow us another opportunity to provide her with 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 [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, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Wade [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a Craftsman garden tractor purchased from SearsDue to the concerns noted in Mr [redacted] ’s complaint, the decision was made to make an exception to Sears return policy and allow the unit to be returned for a refundThe store manager will be reaching out to Mr [redacted] to discuss returning the unit and the refund processSince we have noted our intent to return Mr [redacted] ’s tractor, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
January 16, [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 refrigerator repair Although several attempts were made to repair Mr [redacted] refrigerator, we decided to replace the unit under his exceptional parts warranty Mr [redacted] selected a new refrigerator and the exchange was processed on January 16, The new refrigerator is schedule for delivery on January 30, 2017, which is the first available date Mr [redacted] has my email address, [redacted] if he has any further questions or concerns With that said, since Mr [redacted] is being provided with a fair resolution, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Elyse P [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her refrigerator repair It is regrettable that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Although several attempts were made to resolve the cooling issue with Ms [redacted] ’s refrigerator, it was determined that the unit should be replaced under the exceptional parts warranty On February 14, 2017, Ms [redacted] selected a new refrigerator, GE GZS22DSJSS The new refrigerator is scheduled for delivery on February 23, 2017, which was the first available date The delivery team will remove the old unit when they deliver the new appliance Although we are responding to your agency in the interim, we will continue to monitor Ms [redacted] ’s delivery until it has been completed With that said, since it is our understanding that Ms [redacted] is satisfied with the resolution being provided, 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
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]
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 meSincerely, [redacted] ***
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:Upon piof the lawn mower there was no paperwork indicating what was done and upon arriving home discovered that the lawn mower in fact had the same lack of power and non operation of automatic movement as it had before bringing it in for service There appears to be little happening that enables one to have service at the local level Sincerely, Leroy H [redacted]
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]
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Arthur A [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding the problem his mother encountered when she attempted to return the lawn mower 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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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...gas powered lawn equipment are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value” Since MrHarris’ mother purchased the mower on June 1, 2016, and attempted to exchange it on July 7, 2016, she was clearly over the 30-day “hassle-free” exchange period However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and labor to service the mowerIf the lawn mower is not working, then he must drop off the mower at our store so we can send it off for a warranty repairIf our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a returnWe made multiple attempts to contact Mr [redacted] and left voicemails and sent emails with our contact informationSince he has not responded, we are unable to discuss the matter with himIn 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.com
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the cancelation of a recent order As clarification, it seems that we experienced an inventory error in relation to the items MsJ [redacted] purchasedAlthough we try to keep our website up to date, with thousands of orders being placed by the hour, there is a small margin for errorHowever, this does not obligate us to provide MsJ [redacted] with another item for the same priceEspecially when you consider that her order was made for an outlet location, which means that the merchandise was unique and heavily discounted as such We 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 An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case MsJ [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: Disclaimer: “IN 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 SITEFURTHER, 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 the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor Ms [redacted] request to receive replacement items for the same price and as our records reflect that she was not charged for this order, we have closed our file In closure, we apologize to MsJ [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] Specialist, Regulatory Complaints [redacted]
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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Jenny [redacted] #[redacted] Dear Ms [redacted] : We have not completed the investigation of Ms***'s complaint regarding repairs to her television Barbara [redacted] , Sears Home Services, Support Speci***st provided the following response: On August 3, 2015, a Sears Electronics technician installed a previously ordered light engine into Ms***'s televisionThe technician informed me that once the unit was reassembled, it was tested and was found to be operating as expectedMoving forward, if Ms [redacted] has any additional concerns, I invite her to contact me at 215/ [redacted] That said, we ask that this complaint be 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, Adam [redacted] Regulatory Claims Speci***st Sears Holdings Corporation Adam[redacted] @searshc.com
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] ***
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, Virginia P [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website Our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] 's case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted] @gmailc.omWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] 's records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $gift card which Ms [redacted] accepted as a resolution on September 17, Later that day Ms [redacted] contacted Sears again for assistance even though a resolution had been agreed uponMs [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalfThe marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in questionSince Ms [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolvedIn closure, since Ms [redacted] has received a $gift card for the DVD valued at $and the vendor has mailed a replacement DVD, we have closed our file 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 Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The 3rd party market shipped me out a new DVD and sears offered a $gift card for all the issues
[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 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the refund issued for her sears.com order We have reviewed our records and revealed that Ms [redacted] is correct in stating that the refund she received was incorrect As such, we issued the remaining amount of $to her [redacted] account ending in [redacted] on January 28, We would again like to sincerely apologize for any inconvenience Ms [redacted] may have experienced due to this issue 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] ***
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