January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the condition of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that we have issued a refund of to Mr [redacted] Shop Your Way Rewards account and $for the shipment of sets in which he stated he received only broken sets Mr [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his ring Store Manager [redacted] provided the following response Mr [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his requestHowever, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care planShould Mr [redacted] wish to accept, he may contact me ( [redacted] during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because of the following inaccuracies in the response:1) The problem was a loss off electricity to the washer and dryer.2) The new technician who came found that the previous one had without knowing switched off the electricity to the washer and dryer.3)The new technician attributed the failure of the dryer to heat properly as due to control panelThe prior technician attributed it to the need for a new thermostat Sincerely, [redacted] ***
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***
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]
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
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] P [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the customer service she received when she contacted our contract department regarding her television We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms [redacted] ’s initial complaint, we submitted her concern to Sears Purchase Protect regarding the customer service she received when she called to file a warranty claim for her televisionThe captured calls were reviewed and any issues will be addressed internally We would also like to note that we were informed by SPP management that Ms [redacted] ’s claim was denied a warranty claim because the SPP does not cover accidental damage; which, Ms [redacted] failed to reveal this on her complaint, or when we contacted her on September 16, The SPP that Ms [redacted] purchased for her television specifically states, “Limitations of Coverage, this agreement does not cover: Damage or other product failure due to causes beyond our control including, but not limited to, repairs necessitated because of operator or owner negligence (such as the failure to maintain the product according to the owner’s manual instructions); improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, rust, corrosion, animal or insect infestation, damage caused by lightning and acts of nature” As for the gift card that Ms [redacted] was issued by the store, our response did note that she had contacted the store regarding the refund on the (SPP) contractSince the store was unable to process the cancellation, they offered Ms [redacted] a $gift card instead; she accepted the offer While we understand that she was dissatisfied with the customer service she was provided by SPP associates, the fact remains that she did not qualify for a replacement television due to accidental damageAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct [redacted] [redacted] @searshc.com
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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they calledunfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go awaysears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter) Sincerely, [redacted]
May 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on April 25, For Mr [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] , [redacted] , [redacted] and [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(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
November 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Stanley N [redacted] Dear Ms [redacted] We have completed the investigation of MrN [redacted] complaint regarding the problem he encountered when he attempted to exchange a defective water filter within our 30-day return period Firstly, we would like to apologize for any inconvenience that this may have caused MrN [redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable itemWe assure that any variance from our accepted business practice has been addressed as a coaching opportunityOn November 11, District Manager John A [redacted] confirmed that MrN [redacted] was contacted regarding the water filterFor customer satisfaction, a full refund was issued to MrN [redacted] With that being said, since it is our understanding that the refund is a resolution that met with MrN [redacted] approval, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
May 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]
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
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Tamara G*** Dear Ms [redacted] We have completed the investigation of MsG [redacted] complaint regarding her refrigerator We have reviewed MsG [redacted] issue and we would be willing to exchange the refrigerator for one of the same model or we can allow MsG [redacted] the amount she paid for it originally to use towards another refrigerator sold at SearsThis offer is made as courtesy and as an exception to our return policy, but we are not obligated to grant her request for a refund since the purchase was made well past the stipulated day time period note din our return policyAs such, we have closed our file We apologize to MsG [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Complaint: [redacted] IIt is fraud , it's not white gold I had it tested after allergic reaction, this should suppress any policies, who would pay For a fake ring ? I will take this to my local [redacted] if not taken care of by full refund in days I am rejecting this response because: Sincerely, [redacted] ***
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
June 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his washer and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that within the last year [redacted] has had three qualifying repairs completedWhile we understand that [redacted] is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, [redacted] washer has only had three qualifying repair to date With that said, while a replacement is currently not an option, we have extended the MPA coverage on [redacted] washer for customer satisfaction; the agreement now expires on April 15, 2018, rather than on April 15, In summary, since we have explained why were are unable to replace [redacted] washer under the ter [redacted] of his MPA, we ask that this matter be closed We apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, Mary M [redacted] I placed the order on sears.com not knowing that I was ordering from a third party based in ChinaMy order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!
January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the condition of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that we have issued a refund of to Mr [redacted] Shop Your Way Rewards account and $for the shipment of sets in which he stated he received only broken sets Mr [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his ring Store Manager [redacted] provided the following response Mr [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his requestHowever, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care planShould Mr [redacted] wish to accept, he may contact me ( [redacted] during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because of the following inaccuracies in the response:1) The problem was a loss off electricity to the washer and dryer.2) The new technician who came found that the previous one had without knowing switched off the electricity to the washer and dryer.3)The new technician attributed the failure of the dryer to heat properly as due to control panelThe prior technician attributed it to the need for a new thermostat Sincerely, [redacted] ***
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***
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]
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
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] P [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the customer service she received when she contacted our contract department regarding her television We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms [redacted] ’s initial complaint, we submitted her concern to Sears Purchase Protect regarding the customer service she received when she called to file a warranty claim for her televisionThe captured calls were reviewed and any issues will be addressed internally We would also like to note that we were informed by SPP management that Ms [redacted] ’s claim was denied a warranty claim because the SPP does not cover accidental damage; which, Ms [redacted] failed to reveal this on her complaint, or when we contacted her on September 16, The SPP that Ms [redacted] purchased for her television specifically states, “Limitations of Coverage, this agreement does not cover: Damage or other product failure due to causes beyond our control including, but not limited to, repairs necessitated because of operator or owner negligence (such as the failure to maintain the product according to the owner’s manual instructions); improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, rust, corrosion, animal or insect infestation, damage caused by lightning and acts of nature” As for the gift card that Ms [redacted] was issued by the store, our response did note that she had contacted the store regarding the refund on the (SPP) contractSince the store was unable to process the cancellation, they offered Ms [redacted] a $gift card instead; she accepted the offer While we understand that she was dissatisfied with the customer service she was provided by SPP associates, the fact remains that she did not qualify for a replacement television due to accidental damageAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct [redacted] [redacted] @searshc.com
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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they calledunfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go awaysears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter) Sincerely, [redacted]
May 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on April 25, For Mr [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] , [redacted] , [redacted] and [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(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
November 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Stanley N [redacted] Dear Ms [redacted] We have completed the investigation of MrN [redacted] complaint regarding the problem he encountered when he attempted to exchange a defective water filter within our 30-day return period Firstly, we would like to apologize for any inconvenience that this may have caused MrN [redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable itemWe assure that any variance from our accepted business practice has been addressed as a coaching opportunityOn November 11, District Manager John A [redacted] confirmed that MrN [redacted] was contacted regarding the water filterFor customer satisfaction, a full refund was issued to MrN [redacted] With that being said, since it is our understanding that the refund is a resolution that met with MrN [redacted] approval, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
May 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]
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
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Tamara G*** Dear Ms [redacted] We have completed the investigation of MsG [redacted] complaint regarding her refrigerator We have reviewed MsG [redacted] issue and we would be willing to exchange the refrigerator for one of the same model or we can allow MsG [redacted] the amount she paid for it originally to use towards another refrigerator sold at SearsThis offer is made as courtesy and as an exception to our return policy, but we are not obligated to grant her request for a refund since the purchase was made well past the stipulated day time period note din our return policyAs such, we have closed our file We apologize to MsG [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
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Complaint: [redacted] IIt is fraud , it's not white gold I had it tested after allergic reaction, this should suppress any policies, who would pay For a fake ring ? I will take this to my local [redacted] if not taken care of by full refund in days I am rejecting this response because: Sincerely, [redacted] ***
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
June 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his washer and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that within the last year [redacted] has had three qualifying repairs completedWhile we understand that [redacted] is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, [redacted] washer has only had three qualifying repair to date With that said, while a replacement is currently not an option, we have extended the MPA coverage on [redacted] washer for customer satisfaction; the agreement now expires on April 15, 2018, rather than on April 15, In summary, since we have explained why were are unable to replace [redacted] washer under the ter [redacted] of his MPA, we ask that this matter be closed We apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, Mary M [redacted] I placed the order on sears.com not knowing that I was ordering from a third party based in ChinaMy order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!