July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have not yet completed the investigation of Ms [redacted] complaint regarding the monies paid to repair her refrigerator and her request to receive a refundWe have been in contact with Ms [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive thisHowever, the issue at hand involves the stopped payment on the first checkThe concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaidWe now have our billing department checking to see if the check was ever depositedWe have also asked Ms [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refundOnce we receive that submission, we will process that partial refundFor the other check, if we can determine where it is at, we can have it discarded so that it will not be re-depositedIf we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amountIf for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voidedWe will be keeping Ms [redacted] updated via email on the status of our investigation for the first checkWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.) It is the 6th of October and still there is no refund checkWe have no history of missing mail hereI suspect this check, like the last one, was never sent
October 18, [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 dishwasher Our records show that Ms [redacted] purchased her dishwasher on September 20, In accordance with Sears’ Return Policy, Ms [redacted] had days to return the dishwasher for a refund or an exchange Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option While Ms [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered With that said, the repair to Ms [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain If Ms [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue In the interim, since Ms [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[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 service experience On receipt of Mr [redacted] complaint we reached out to the service unit, parts were ordered on July 8, and installed on July 13, It is our understanding that the refrigerator is working as designed and there are no issues at this time It is unfortunate that we failed Mr [redacted] expectations with his repairWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret the incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Mr [redacted] refrigerator and noted his candid feedback 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]
May 31, [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 online order experience and request for a refund It is unfortunate if we failed Mr [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe 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 sent an email correspondence to offer a pick up and return of the merchandiseHowever, Mr [redacted] indicated that he would rather keep the merchandise and receive a partial refundMr [redacted] requested a 20% discount which we processed on May 31, The credit of $will post to Mr [redacted] account ending in [redacted] within to business daysThe refund receipt numbers are: [redacted] for $Mr [redacted] has my contact information should he have any further questionsIn the interim, since we have honored Mr [redacted] requested resolution, 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
Tell us why here...October 11, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Bonnie [redacted] Via: n [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner On 10/07/16, repairs were made to Mrand Mrs [redacted] sidingI spoke to Mr [redacted] today and was told the siding has been repaired to his satisfactionIn order to insure the members’ concerns have all addressed by this service, SHIP is extending their workmanship warranty for year At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Jeanne[redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mrand Mrs [redacted] / 1st Class US Postage
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, Chad [redacted]
August 24, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Mary D [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’s complaint regarding her recent online order experience and request for a full refund It is unfortunate that we failed Ms***’s expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrivalAccordingly, a refund of $was issued on August 17, 2016, under return receipt number Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI do find it concerning that contacting Revdex.com was the only way I could get my matter resolved, so I will still not spend my money with this companyThank you for resolving my issue Sincerely, [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Kathy [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal regarding Sears Home Services and repairs to her refrigerator Appliances are like cars and are released by manufacturers for a specific period of timeThe Samsung RS25H5000SP/AA, was first released to market in early and was replaced in late December Food loss reimbursement is a benefit of the Master Protection Agreement (MPA) and is only payable once per calendar yearIf the unit fails once more time and a Sears technician confirms the failure, I will provide Ms [redacted] with a dollar for dollar store credit to be used to select a replacement refrigeratorAll she needs to do is email me at Adam[redacted] @searshc.com or contact me at 512/ [redacted] and I will assist to ensure her satisfactionThat said, we ask that this complaint remain 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 Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Re: [redacted] ** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide [redacted] with his requested resolution of a refund of $The refund was processed in the form of a check which should be received by [redacted] within the next 10-daysOn behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has notedSince we have provided [redacted] with his requested resolution, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] 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] After reviewing the notes in Ms [redacted] service order, my office contacted her to offer an in-warranty exchangeWhile her refrigerator was repairable; the door needed to complete the repair was not available for several monthsMs [redacted] accepted the offer and selected a new [redacted] side by side refrigerator The exchange was processed on March 16, 2017, and Ms [redacted] is scheduled for delivery on March 27, 2017; the first available date If Ms [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed In the interim, since it is our understanding that Ms [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 29, [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 problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the dresses onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] received the dresses on June 22, 2016, and then attempted to return them on July 24, 216, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentOn July 27, we contacted Ms [redacted] and informed her that her request to return the dresses was deniedShe mentioned that she wanted to exchange the dresses as she had done before even after days, but the request was denied as wellFor customer satisfaction and one-time courtesy, we offered Ms [redacted] $worth of Shop Your Way Reward (SYWR) points to her accountShe accepted the offer and the points were added on July 28, With that being said, since we have issued Ms [redacted] a resolution that met with her approval, we have closed our file 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]
July 18, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Jennifer [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her customer service experience After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor FSA, they provide an official response representing SearsFSA has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon FSA's actions; their decision on any claim is finalWe contacted the Carrier Manager Jacob [redacted] and were informed that there is a pending appointment on July to have the the door in question delivered and installedIf Ms [redacted] has any questions or concerns, she may contact Mr [redacted] at 502- [redacted] Since Ms***'s issue is being handled through a standardized claim process with FSA and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, Mr [redacted] , 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, Ema [redacted] REGULATORY SPECIALIST, regulatory complaints Sears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because:Not once did they offer to come replace the plug in our conversationWhen I tried to explain what all of my concerns and issues were, the customer rep, [redacted] , just said that theyve already decided that the computer board is not their problem, and she doesnt have the authority to change that decision anywaysShe said she could only make recommendations, and that her recommendation was going to be that they were not responsible for the computer boardShe couldn't give me any concrete reason as to why she was making that recommendation other than because that's what the tech had determinedWe never talked about the damaged plug and a free plug repair/replacement was never offered Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me Sincerely, Esther [redacted]
December 15, [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 refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms [redacted] repair could be moved up The soonest available appointment was December 12, 2016, which Ms [redacted] accepted On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair While we are unable to replace Ms [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 15, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc (SHIP) has been in contact with Ms [redacted] On August 26th, 2016, we visited Ms [redacted] home and found water damage to her kitchen sink base cabinetOur technician obtained a quote for the repair, which is for $and includes the replacement of the doors and drawers for her sink base cabinetPlease note that Ms [redacted] is not covered under any warranty for these cabinetsI quoted the above amount to Ms [redacted] on September 14th, She requested to have money discounted from estimate due to her alleged inconvenience regarding the missed repair appointmentI explained that we are unable to offer any concession, and apologized for the delays she experiencedSears has an extensive service history of waiving repair costs for Ms***, as we have never charged her for a repair since she purchased the cabinets in December If she chooses, Ms [redacted] may contact me at her earliest convenience with payment and we will order the materials and schedule the completion of the repairAt this time Ms [redacted] is only responsible for paying the $inspection fee, which she agreed to at the point of contact on July 28th, This must be paid before we will schedule and accept payment for the actual repairs At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jonathan G [redacted] Dear Ms [redacted] We have completed the investigation of MrG [redacted] complaint regarding his recent online order experience and his request for Sears to honor the same price for the product he originally ordered Upon receipt of the complaint received, we found MrG [redacted] was never charge for the order since it was cancelledWe would like to note that we strive to provide our Sears.com customers with accurate information, including availability on all products available on Sears.comWe try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableWhile we were unable to fulfill the original order he placed, we have added $in Shop Your Way Reward points as a gesture of goodwill to cover the difference in price from what the item is listed at nowAdditionally, we hope that in the future MrG [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponMrG [redacted] points should post to his account within hours from today’s dateIn the interim, we have noted MrG [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 13, 2015/05/11) */ Contact Name and Title: [redacted] May 11, [redacted] We have not completed the investigation of [redacted] complaint regarding her washer repair [redacted] is currently scheduled to have a technician install parts in her [redacted] washer on May 12, Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the researchHowever, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warrantedDue to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matterOnce we have made a final decision in this matter, we will notify you immediatelyIn the interim, we ask that this case remain open, pending the aforementioned repairs Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The [redacted] washing machine was finally repaired after scheduled appointments spanning months', during which time the machine was completely inoperableMy request for some compensation has resulted in an offer of $for laundry services, tho I am told that it will take up to days to actually receive a check & I do not have it yetI will assume the $will arrive & assume this is the best that can be doneThe [redacted] washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be openedAt this point, after being without both of my washing machines for months, I am simply glad that the machine soworks & I will accept that [redacted] has done all they can
July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have not yet completed the investigation of Ms [redacted] complaint regarding the monies paid to repair her refrigerator and her request to receive a refundWe have been in contact with Ms [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive thisHowever, the issue at hand involves the stopped payment on the first checkThe concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaidWe now have our billing department checking to see if the check was ever depositedWe have also asked Ms [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refundOnce we receive that submission, we will process that partial refundFor the other check, if we can determine where it is at, we can have it discarded so that it will not be re-depositedIf we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amountIf for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voidedWe will be keeping Ms [redacted] updated via email on the status of our investigation for the first checkWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.) It is the 6th of October and still there is no refund checkWe have no history of missing mail hereI suspect this check, like the last one, was never sent
October 18, [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 dishwasher Our records show that Ms [redacted] purchased her dishwasher on September 20, In accordance with Sears’ Return Policy, Ms [redacted] had days to return the dishwasher for a refund or an exchange Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option While Ms [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered With that said, the repair to Ms [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain If Ms [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue In the interim, since Ms [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[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 service experience On receipt of Mr [redacted] complaint we reached out to the service unit, parts were ordered on July 8, and installed on July 13, It is our understanding that the refrigerator is working as designed and there are no issues at this time It is unfortunate that we failed Mr [redacted] expectations with his repairWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret the incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Mr [redacted] refrigerator and noted his candid feedback 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]
May 31, [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 online order experience and request for a refund It is unfortunate if we failed Mr [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe 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 sent an email correspondence to offer a pick up and return of the merchandiseHowever, Mr [redacted] indicated that he would rather keep the merchandise and receive a partial refundMr [redacted] requested a 20% discount which we processed on May 31, The credit of $will post to Mr [redacted] account ending in [redacted] within to business daysThe refund receipt numbers are: [redacted] for $Mr [redacted] has my contact information should he have any further questionsIn the interim, since we have honored Mr [redacted] requested resolution, 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
Tell us why here...October 11, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Bonnie [redacted] Via: n [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner On 10/07/16, repairs were made to Mrand Mrs [redacted] sidingI spoke to Mr [redacted] today and was told the siding has been repaired to his satisfactionIn order to insure the members’ concerns have all addressed by this service, SHIP is extending their workmanship warranty for year At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Jeanne[redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mrand Mrs [redacted] / 1st Class US Postage
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, Chad [redacted]
August 24, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Mary D [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’s complaint regarding her recent online order experience and request for a full refund It is unfortunate that we failed Ms***’s expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrivalAccordingly, a refund of $was issued on August 17, 2016, under return receipt number Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI do find it concerning that contacting Revdex.com was the only way I could get my matter resolved, so I will still not spend my money with this companyThank you for resolving my issue Sincerely, [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Kathy [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal regarding Sears Home Services and repairs to her refrigerator Appliances are like cars and are released by manufacturers for a specific period of timeThe Samsung RS25H5000SP/AA, was first released to market in early and was replaced in late December Food loss reimbursement is a benefit of the Master Protection Agreement (MPA) and is only payable once per calendar yearIf the unit fails once more time and a Sears technician confirms the failure, I will provide Ms [redacted] with a dollar for dollar store credit to be used to select a replacement refrigeratorAll she needs to do is email me at Adam[redacted] @searshc.com or contact me at 512/ [redacted] and I will assist to ensure her satisfactionThat said, we ask that this complaint remain 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 Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Re: [redacted] ** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide [redacted] with his requested resolution of a refund of $The refund was processed in the form of a check which should be received by [redacted] within the next 10-daysOn behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has notedSince we have provided [redacted] with his requested resolution, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] 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] After reviewing the notes in Ms [redacted] service order, my office contacted her to offer an in-warranty exchangeWhile her refrigerator was repairable; the door needed to complete the repair was not available for several monthsMs [redacted] accepted the offer and selected a new [redacted] side by side refrigerator The exchange was processed on March 16, 2017, and Ms [redacted] is scheduled for delivery on March 27, 2017; the first available date If Ms [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed In the interim, since it is our understanding that Ms [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 29, [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 problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the dresses onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] received the dresses on June 22, 2016, and then attempted to return them on July 24, 216, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentOn July 27, we contacted Ms [redacted] and informed her that her request to return the dresses was deniedShe mentioned that she wanted to exchange the dresses as she had done before even after days, but the request was denied as wellFor customer satisfaction and one-time courtesy, we offered Ms [redacted] $worth of Shop Your Way Reward (SYWR) points to her accountShe accepted the offer and the points were added on July 28, With that being said, since we have issued Ms [redacted] a resolution that met with her approval, we have closed our file 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]
July 18, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Jennifer [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her customer service experience After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor FSA, they provide an official response representing SearsFSA has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon FSA's actions; their decision on any claim is finalWe contacted the Carrier Manager Jacob [redacted] and were informed that there is a pending appointment on July to have the the door in question delivered and installedIf Ms [redacted] has any questions or concerns, she may contact Mr [redacted] at 502- [redacted] Since Ms***'s issue is being handled through a standardized claim process with FSA and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, Mr [redacted] , 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, Ema [redacted] REGULATORY SPECIALIST, regulatory complaints Sears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because:Not once did they offer to come replace the plug in our conversationWhen I tried to explain what all of my concerns and issues were, the customer rep, [redacted] , just said that theyve already decided that the computer board is not their problem, and she doesnt have the authority to change that decision anywaysShe said she could only make recommendations, and that her recommendation was going to be that they were not responsible for the computer boardShe couldn't give me any concrete reason as to why she was making that recommendation other than because that's what the tech had determinedWe never talked about the damaged plug and a free plug repair/replacement was never offered Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me Sincerely, Esther [redacted]
December 15, [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 refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms [redacted] repair could be moved up The soonest available appointment was December 12, 2016, which Ms [redacted] accepted On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair While we are unable to replace Ms [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 15, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc (SHIP) has been in contact with Ms [redacted] On August 26th, 2016, we visited Ms [redacted] home and found water damage to her kitchen sink base cabinetOur technician obtained a quote for the repair, which is for $and includes the replacement of the doors and drawers for her sink base cabinetPlease note that Ms [redacted] is not covered under any warranty for these cabinetsI quoted the above amount to Ms [redacted] on September 14th, She requested to have money discounted from estimate due to her alleged inconvenience regarding the missed repair appointmentI explained that we are unable to offer any concession, and apologized for the delays she experiencedSears has an extensive service history of waiving repair costs for Ms***, as we have never charged her for a repair since she purchased the cabinets in December If she chooses, Ms [redacted] may contact me at her earliest convenience with payment and we will order the materials and schedule the completion of the repairAt this time Ms [redacted] is only responsible for paying the $inspection fee, which she agreed to at the point of contact on July 28th, This must be paid before we will schedule and accept payment for the actual repairs At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jonathan G [redacted] Dear Ms [redacted] We have completed the investigation of MrG [redacted] complaint regarding his recent online order experience and his request for Sears to honor the same price for the product he originally ordered Upon receipt of the complaint received, we found MrG [redacted] was never charge for the order since it was cancelledWe would like to note that we strive to provide our Sears.com customers with accurate information, including availability on all products available on Sears.comWe try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableWhile we were unable to fulfill the original order he placed, we have added $in Shop Your Way Reward points as a gesture of goodwill to cover the difference in price from what the item is listed at nowAdditionally, we hope that in the future MrG [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponMrG [redacted] points should post to his account within hours from today’s dateIn the interim, we have noted MrG [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 13, 2015/05/11) */ Contact Name and Title: [redacted] May 11, [redacted] We have not completed the investigation of [redacted] complaint regarding her washer repair [redacted] is currently scheduled to have a technician install parts in her [redacted] washer on May 12, Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the researchHowever, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warrantedDue to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matterOnce we have made a final decision in this matter, we will notify you immediatelyIn the interim, we ask that this case remain open, pending the aforementioned repairs Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The [redacted] washing machine was finally repaired after scheduled appointments spanning months', during which time the machine was completely inoperableMy request for some compensation has resulted in an offer of $for laundry services, tho I am told that it will take up to days to actually receive a check & I do not have it yetI will assume the $will arrive & assume this is the best that can be doneThe [redacted] washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be openedAt this point, after being without both of my washing machines for months, I am simply glad that the machine soworks & I will accept that [redacted] has done all they can