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]
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]
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 meThanks for your investigation and prompt response Sincerely, Joii B***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Richard [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Service and repairs to his refrigerator Robert [redacted] , Sears Home Services, District Operations Manager, provided the following response: Sears Home Services records indicate that repairs to Mr [redacted] 's refrigerator were completed on Friday, July 24, During the service call the technician assigned to the call indicated that he installed a new heat probe and sealed the drain panMoving forward, if there are any additional concerns I can assist with, I can be reached at 210/ [redacted] That said, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Mark H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his recent online order experience and his request to return or exchange the item at his local Sears We would first like to apologize for any miscommunication MrH [redacted] experiencedWhile specific stores such as the Sears Hardware unit is not set up to accept returns for online orders, the local Sears full line stores are able to process exchanges and returns of online orders such as hisAccordingly, we have sent an email correspondence to the Store General Manager of the Seaview [redacted] Unit [redacted] located at [redacted] Ocean, NJ to assist with the exchangeShould MrH [redacted] have any questions, he may contact us via email at [redacted] We can assure MrH [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedIn the interim, we have noted MrH [redacted] concerns and respectfully ask to have this matter closed, pending his return 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
(The consumer indicated he/she ACCEPTED the response from the business.) It appears Sears will keep their original promise to send me the parts that were missing from my productI only wish it would have happened without this extra trouble
September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Stacy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal Ms [redacted] ’s check was mailed on September 7, We ask that she allow up businesses for delivery after that dateWhile we realize that Ms [redacted] would likely wish that her complaint would be kept open until she actually receives her check, our agreement with the Revdex.com does not allow us keep these complaints unanswered indefinitelyShould she fail to receive her check, Ms [redacted] has my email address and phone numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding service for his washer We apologize that [redacted] washer failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision We apologize that [redacted] feels our charges for parts and labor are excessiveLabor is charged by job code and not by hourly ratesThis is similar to many other service businessesWe would note that even separate from the actual time it takes to repair the product are other expenses that are built into our repair costsSuch as the expenses to operate and maintain the service van, the fuel to get to our customers’ homes, the training our technicians are given on a regular basis, the tools needed to complete the repair, etcAs for the part needed being on backorder, since Sears does not produce parts for our machines but uses part vendors we unfortunately do not have control of their warehousing and must rely on our vendors supplyThe control board that was needed to repair the washer is a common part that is used not only in [redacted] machines but most other manufactures as well, not just for repairs but in manufacturing as wellThat being said there could be a multitude of reasons our part vendor was out at the time of service It is important to note that when a customer has declined an estimate our service technicians provide a 10% off coupon to our customersThis can be used for service if the customer decides at a later date to have his product repaired or the coupon can be used to purchase a new appliance from SearsOur records show that [redacted] did use this coupon to purchase his new washer and received a discount of $off the full purchase With that said, we do not find that [redacted] is entitled to any refund and have therefore closed our file We apologize to [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]
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return/exchange his 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 policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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...” We researched and discovered that Mr [redacted] purchased the $cell phone holder on March 16, on salescheck number [redacted] ; not months ago as Mr [redacted] mentioned in his complaintSince Mr [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange periodWe would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty 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 correctionIt would not be fair to make an exception for Mr [redacted] when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request Again, we apologize to [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] [redacted]
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]
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] ***
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
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
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
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, Danyle H***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Keira V *** # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her room air conditionerSears Home Services has authorized the replacement of Ms [redacted] air conditionerAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacementThe sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the oldSince we have authorized the replacement of Ms [redacted] air conditioner, we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 30, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com Case #: XXXXXXXX Via: Revdex.com Website 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 Pursuant to Mr [redacted] 's request, we have issued request for his refundThe refund will be applied to the [redacted] e [redacted] card the member used to pay for the diagnostic charge of $I have confirmed with Mr [redacted] that the refund resolves the matter for him At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) It has been resolved, sears people were very professional and I am completely satisfied
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 Thank you for your help with this matter It is regrettable that we had to go as far as filing a formal complaint to get resolution Sincerely, Robin Y***
Complaint: [redacted] I am rejecting this response because: Sincerely, Tim [redacted] how was I supplied any information about the warranty when I was on the phone with your agent selling it to me on the phone and telling me what all was included? So you have your agent lie to sell you product because how did I have information of what was being sold to me when I called about Ac repair you know on the PHONE
(The consumer indicated he/she ACCEPTED the response from the business.) We have selected a replacement dishwasherIt would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues
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]
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]
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 meThanks for your investigation and prompt response Sincerely, Joii B***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Richard [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Service and repairs to his refrigerator Robert [redacted] , Sears Home Services, District Operations Manager, provided the following response: Sears Home Services records indicate that repairs to Mr [redacted] 's refrigerator were completed on Friday, July 24, During the service call the technician assigned to the call indicated that he installed a new heat probe and sealed the drain panMoving forward, if there are any additional concerns I can assist with, I can be reached at 210/ [redacted] That said, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Mark H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his recent online order experience and his request to return or exchange the item at his local Sears We would first like to apologize for any miscommunication MrH [redacted] experiencedWhile specific stores such as the Sears Hardware unit is not set up to accept returns for online orders, the local Sears full line stores are able to process exchanges and returns of online orders such as hisAccordingly, we have sent an email correspondence to the Store General Manager of the Seaview [redacted] Unit [redacted] located at [redacted] Ocean, NJ to assist with the exchangeShould MrH [redacted] have any questions, he may contact us via email at [redacted] We can assure MrH [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedIn the interim, we have noted MrH [redacted] concerns and respectfully ask to have this matter closed, pending his return 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
(The consumer indicated he/she ACCEPTED the response from the business.) It appears Sears will keep their original promise to send me the parts that were missing from my productI only wish it would have happened without this extra trouble
September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Stacy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal Ms [redacted] ’s check was mailed on September 7, We ask that she allow up businesses for delivery after that dateWhile we realize that Ms [redacted] would likely wish that her complaint would be kept open until she actually receives her check, our agreement with the Revdex.com does not allow us keep these complaints unanswered indefinitelyShould she fail to receive her check, Ms [redacted] has my email address and phone numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding service for his washer We apologize that [redacted] washer failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision We apologize that [redacted] feels our charges for parts and labor are excessiveLabor is charged by job code and not by hourly ratesThis is similar to many other service businessesWe would note that even separate from the actual time it takes to repair the product are other expenses that are built into our repair costsSuch as the expenses to operate and maintain the service van, the fuel to get to our customers’ homes, the training our technicians are given on a regular basis, the tools needed to complete the repair, etcAs for the part needed being on backorder, since Sears does not produce parts for our machines but uses part vendors we unfortunately do not have control of their warehousing and must rely on our vendors supplyThe control board that was needed to repair the washer is a common part that is used not only in [redacted] machines but most other manufactures as well, not just for repairs but in manufacturing as wellThat being said there could be a multitude of reasons our part vendor was out at the time of service It is important to note that when a customer has declined an estimate our service technicians provide a 10% off coupon to our customersThis can be used for service if the customer decides at a later date to have his product repaired or the coupon can be used to purchase a new appliance from SearsOur records show that [redacted] did use this coupon to purchase his new washer and received a discount of $off the full purchase With that said, we do not find that [redacted] is entitled to any refund and have therefore closed our file We apologize to [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]
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return/exchange his 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 policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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...” We researched and discovered that Mr [redacted] purchased the $cell phone holder on March 16, on salescheck number [redacted] ; not months ago as Mr [redacted] mentioned in his complaintSince Mr [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange periodWe would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty 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 correctionIt would not be fair to make an exception for Mr [redacted] when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request Again, we apologize to [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] [redacted]
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]
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] ***
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
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
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
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, Danyle H***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Keira V *** # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her room air conditionerSears Home Services has authorized the replacement of Ms [redacted] air conditionerAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacementThe sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the oldSince we have authorized the replacement of Ms [redacted] air conditioner, we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 30, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com Case #: XXXXXXXX Via: Revdex.com Website 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 Pursuant to Mr [redacted] 's request, we have issued request for his refundThe refund will be applied to the [redacted] e [redacted] card the member used to pay for the diagnostic charge of $I have confirmed with Mr [redacted] that the refund resolves the matter for him At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5415, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) It has been resolved, sears people were very professional and I am completely satisfied
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 Thank you for your help with this matter It is regrettable that we had to go as far as filing a formal complaint to get resolution Sincerely, Robin Y***
Complaint: [redacted] I am rejecting this response because: Sincerely, Tim [redacted] how was I supplied any information about the warranty when I was on the phone with your agent selling it to me on the phone and telling me what all was included? So you have your agent lie to sell you product because how did I have information of what was being sold to me when I called about Ac repair you know on the PHONE
(The consumer indicated he/she ACCEPTED the response from the business.) We have selected a replacement dishwasherIt would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues