May 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding his dissatisfaction with the quality of the lawn mower and that his request to return or exchange the product has been denied We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that he will have to transport the lawn mower to the Sears Repair Shop for warranty repair, the fact remains that the repair center is within a reasonable distanceAccording to [redacted] Maps, the repair shop is approximately a minute drive from Mr [redacted] residenceWe would also like to note that Mr [redacted] must present a copy of his purchase receipt to the service unit when he drops the mower off for warranty repair As far as Mr [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for parts and labor; not for a refundAs this decision is commensurate to the circumstances, 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 [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 meAdam stepped up the plate and corrected this issue, with the help of the store manager, Robert, as wellThey did in fact provide me with an $credit for the food that went to waste due to the defective unitThey also offered a free new (in box) working refrigerator unit which was delivered on 10/I can confirm that this new unit is properly workingThey were however unable to accommodate my request to have $returned/paid to me for missed work and also the $that I requested for storage feesBut, a refund and new fridge makes up for thisI'm happy with this outcome Sincerely, [redacted]
September 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marisa E [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contacts Sears Home Services to repair her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Celeste [redacted] with unit for assistanceOn September 19, 2016, Ms [redacted] verified with Ms [redacted] that she had received the parts and confirmed the appointment for September 21, On September 21st, the technician installed the parts and completed the repair Additionally, our records show that Ms [redacted] bought a one-year Master Protection Agreement (MPA upon completion of the repair As a conciliatory gesture for the delay in repairing Ms***’s refrigerator, we extended the MPA coverage another six months; the agreement now expires on March 21, With that said, since we have documented Ms***’s concerns with the repair process and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his tractor We have reviewed Mr [redacted] complaint and apologize that his mower has failed sooner than expected Because the tractor is so new and already experiencing issues, our offices have agreed to replace the tractor We have rung exchange salescheck# [redacted] and delivery has been scheduled for Monday, June 27, That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We 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 Complaints Specialist [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store As clarification, our records show that [redacted] was charged $on January 19, The local store processed a refund of $on March 10, 2016, shorting her $centsAdditionally, it does not appear that her Shop Your Way Reward points ($10.68) were refundedTherefore, we have processed a total refund of $back to [redacted] account ending in ***This credit should post to [redacted] account within to business days or dependent on her financial institution’s timeframeIn the interim, since the remaining balance has been provided and we have noted [redacted] concerns, 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
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
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***
March 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, 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 his purchase after the 30-day return periodAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy The copy of the receipt that Mr [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchanges See Service Desk or Kmart.com for complete policy & exceptions Mr [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details With that being said, the Kmart 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...” Since Mr [redacted] purchased the air mattress on November 25, and then attempted to return it on February 15, 2017, he was over the 30-day “hassle-free” return period We also contacted Store Manager [redacted] and she confirmed that our day return policy has been posted since and there has not been a sign posted in the store stating a day return period on air mattresses or any product for several years 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***, 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 available Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] requestWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [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 meI have received an e-mail from Sears informing me that they will provide me with return shipping labelI do not have original box for the chairs as they fell apart when opening the box originallyi will provide a sturdy box for shippingi do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel offsears site still sells these chairs with same "complaints" in reviewsthank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them backSincerely, [redacted]
I am dissatisfied with a riding lawn mower that we purchased in July The Sears Resolutions department told me the Sears store could refund my money since it was within days of the purchaseI have called the owner and left messages for weeksShe hasn't returned any callsThe lawn mower is overheating, the deck was not installed correctly when we purchased it, only to name a of few problems we have had from this mower Product_Or_Service: Craftsman Lawn Mower
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer It is regrettable that we failed Ms [redacted] expectations in regard to her washer repairWe would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] was able to assign a technician to service Ms [redacted] washer on March 27, Our records show that the technician installed the parts that were previously ordered; completing the repair With that said, since the repair to Ms [redacted] washer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth Van [redacted] Dear Ms [redacted] : We have completed our investigation of MsVan [redacted] ’s complaint regarding her Maytag washer When we spoke to Mr Van [redacted] he instructed us that he had spoken to Maytag and they are in the process of buying back the washer and that they had already purchased a new washerWe did offer for customer satisfaction reasons a gift card in the amount of $for their inconvenienceSince the Van [redacted] ’s are working with Maytag directly regarding their washer and it is our understanding the concession provided was acceptable to the Van [redacted] ’s we have closed this case We apologize to MsVan [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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/06/05) */ June 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr***Pictures and the invoice from the completed repair have been reviewedThis repair was not completed by a licensed contractorSHIP offered to reimburse Mr [redacted] for a reasonable amount for the damages that were presentWe felt the invoice he presented was excessive for the small amount of damage that was presentMr [redacted] declined this offerIf Mr [redacted] has any service issues to be addressed, he can contact me directly 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 appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/06/18) */ To Whom it May Concern, On June 4th at 12:p.mI declined Sears offer of $and a gift card of $They said that I paid too much money for the repairs and is only willing to pay what they offeredI am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completedI am still requesting the full payment of $Please advise me in the next step of this process Final Business Response / [redacted] (4000, 15, 2015/06/24) */ June 24, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr***Pictures and the invoice from the completed repair have been reviewedThis repair was not completed by a licensed contractorSHIP offered to reimburse Mr [redacted] for a reasonable amount for the damages that were presentWe felt the invoice he presented was excessive for the small amount of damageIf the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole houseAdditionally, Mr [redacted] was able to obtain estimates far below what he chose to payMr [redacted] declined our offerIf Mr [redacted] has any service issues to be addressed, he can contact me directly 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 appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, Kimberly [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Final Consumer Response / [redacted] (2000, 17, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am ready for this to end,just go away
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the charges he assessed for the repair of his dishwasherUpon receipt of Mr [redacted] complaint, we reviewed the service order regarding the dishwasher and the notes indicated that the labor charge was to be waivedRegrettably, our technician processed the order charging for both labor and parts; however, he noted that Mr [redacted] paid $for the parts onlyWe apologize that the labor fee was not waived as promisedWe have confirmed that his record has been updated to reflect that no payment is due and if he receives any further correspondence in reference to this debt dated after today then he can contact his case manager [redacted] In the interim, since we have cleared his record and he should not receive any further bills from us, we have closed our fileAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 6, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers We have received Ms [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court We have noted this in our files and it is Ms [redacted] prerogative to pursue this venue We appreciate Ms [redacted] rebuttal and closed her complaint pending further litigation We apologize to Ms [redacted] for this issue 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 Complaints Specialist [redacted]
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that the installation of dishwasher caused damage to her cabinets Due to the nature of Ms [redacted] concerns, a claim with [redacted] our third-party claims adjuster, was openedIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] , her claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
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
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of tires she ordered from sears.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that Ms [redacted] returned to Sears Auto Center and was provided with an upgraded set of tires at no additional cost At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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] ***
August 3, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that on July 10, 2016, we issued a gift card refund of $to Mr [redacted] and sent an email to inform him 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 the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] [redacted] Ext***
(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
May 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding his dissatisfaction with the quality of the lawn mower and that his request to return or exchange the product has been denied We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that he will have to transport the lawn mower to the Sears Repair Shop for warranty repair, the fact remains that the repair center is within a reasonable distanceAccording to [redacted] Maps, the repair shop is approximately a minute drive from Mr [redacted] residenceWe would also like to note that Mr [redacted] must present a copy of his purchase receipt to the service unit when he drops the mower off for warranty repair As far as Mr [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for parts and labor; not for a refundAs this decision is commensurate to the circumstances, 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 [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 meAdam stepped up the plate and corrected this issue, with the help of the store manager, Robert, as wellThey did in fact provide me with an $credit for the food that went to waste due to the defective unitThey also offered a free new (in box) working refrigerator unit which was delivered on 10/I can confirm that this new unit is properly workingThey were however unable to accommodate my request to have $returned/paid to me for missed work and also the $that I requested for storage feesBut, a refund and new fridge makes up for thisI'm happy with this outcome Sincerely, [redacted]
September 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marisa E [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contacts Sears Home Services to repair her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Celeste [redacted] with unit for assistanceOn September 19, 2016, Ms [redacted] verified with Ms [redacted] that she had received the parts and confirmed the appointment for September 21, On September 21st, the technician installed the parts and completed the repair Additionally, our records show that Ms [redacted] bought a one-year Master Protection Agreement (MPA upon completion of the repair As a conciliatory gesture for the delay in repairing Ms***’s refrigerator, we extended the MPA coverage another six months; the agreement now expires on March 21, With that said, since we have documented Ms***’s concerns with the repair process and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his tractor We have reviewed Mr [redacted] complaint and apologize that his mower has failed sooner than expected Because the tractor is so new and already experiencing issues, our offices have agreed to replace the tractor We have rung exchange salescheck# [redacted] and delivery has been scheduled for Monday, June 27, That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We 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 Complaints Specialist [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store As clarification, our records show that [redacted] was charged $on January 19, The local store processed a refund of $on March 10, 2016, shorting her $centsAdditionally, it does not appear that her Shop Your Way Reward points ($10.68) were refundedTherefore, we have processed a total refund of $back to [redacted] account ending in ***This credit should post to [redacted] account within to business days or dependent on her financial institution’s timeframeIn the interim, since the remaining balance has been provided and we have noted [redacted] concerns, 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
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
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***
March 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, 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 his purchase after the 30-day return periodAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy The copy of the receipt that Mr [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchanges See Service Desk or Kmart.com for complete policy & exceptions Mr [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details With that being said, the Kmart 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...” Since Mr [redacted] purchased the air mattress on November 25, and then attempted to return it on February 15, 2017, he was over the 30-day “hassle-free” return period We also contacted Store Manager [redacted] and she confirmed that our day return policy has been posted since and there has not been a sign posted in the store stating a day return period on air mattresses or any product for several years 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***, 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 available Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] requestWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [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 meI have received an e-mail from Sears informing me that they will provide me with return shipping labelI do not have original box for the chairs as they fell apart when opening the box originallyi will provide a sturdy box for shippingi do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel offsears site still sells these chairs with same "complaints" in reviewsthank you for your assistance in this matter.I will be satisfied as long as I will get full refund for these chairs after I have shipped them backSincerely, [redacted]
I am dissatisfied with a riding lawn mower that we purchased in July The Sears Resolutions department told me the Sears store could refund my money since it was within days of the purchaseI have called the owner and left messages for weeksShe hasn't returned any callsThe lawn mower is overheating, the deck was not installed correctly when we purchased it, only to name a of few problems we have had from this mower Product_Or_Service: Craftsman Lawn Mower
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer It is regrettable that we failed Ms [redacted] expectations in regard to her washer repairWe would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] was able to assign a technician to service Ms [redacted] washer on March 27, Our records show that the technician installed the parts that were previously ordered; completing the repair With that said, since the repair to Ms [redacted] washer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth Van [redacted] Dear Ms [redacted] : We have completed our investigation of MsVan [redacted] ’s complaint regarding her Maytag washer When we spoke to Mr Van [redacted] he instructed us that he had spoken to Maytag and they are in the process of buying back the washer and that they had already purchased a new washerWe did offer for customer satisfaction reasons a gift card in the amount of $for their inconvenienceSince the Van [redacted] ’s are working with Maytag directly regarding their washer and it is our understanding the concession provided was acceptable to the Van [redacted] ’s we have closed this case We apologize to MsVan [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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/06/05) */ June 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr***Pictures and the invoice from the completed repair have been reviewedThis repair was not completed by a licensed contractorSHIP offered to reimburse Mr [redacted] for a reasonable amount for the damages that were presentWe felt the invoice he presented was excessive for the small amount of damage that was presentMr [redacted] declined this offerIf Mr [redacted] has any service issues to be addressed, he can contact me directly 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 appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/06/18) */ To Whom it May Concern, On June 4th at 12:p.mI declined Sears offer of $and a gift card of $They said that I paid too much money for the repairs and is only willing to pay what they offeredI am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completedI am still requesting the full payment of $Please advise me in the next step of this process Final Business Response / [redacted] (4000, 15, 2015/06/24) */ June 24, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr***Pictures and the invoice from the completed repair have been reviewedThis repair was not completed by a licensed contractorSHIP offered to reimburse Mr [redacted] for a reasonable amount for the damages that were presentWe felt the invoice he presented was excessive for the small amount of damageIf the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole houseAdditionally, Mr [redacted] was able to obtain estimates far below what he chose to payMr [redacted] declined our offerIf Mr [redacted] has any service issues to be addressed, he can contact me directly 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 appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, Kimberly [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Final Consumer Response / [redacted] (2000, 17, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am ready for this to end,just go away
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the charges he assessed for the repair of his dishwasherUpon receipt of Mr [redacted] complaint, we reviewed the service order regarding the dishwasher and the notes indicated that the labor charge was to be waivedRegrettably, our technician processed the order charging for both labor and parts; however, he noted that Mr [redacted] paid $for the parts onlyWe apologize that the labor fee was not waived as promisedWe have confirmed that his record has been updated to reflect that no payment is due and if he receives any further correspondence in reference to this debt dated after today then he can contact his case manager [redacted] In the interim, since we have cleared his record and he should not receive any further bills from us, we have closed our fileAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 6, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers We have received Ms [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court We have noted this in our files and it is Ms [redacted] prerogative to pursue this venue We appreciate Ms [redacted] rebuttal and closed her complaint pending further litigation We apologize to Ms [redacted] for this issue 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 Complaints Specialist [redacted]
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that the installation of dishwasher caused damage to her cabinets Due to the nature of Ms [redacted] concerns, a claim with [redacted] our third-party claims adjuster, was openedIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] , her claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
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
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of tires she ordered from sears.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that Ms [redacted] returned to Sears Auto Center and was provided with an upgraded set of tires at no additional cost At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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] ***
August 3, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that on July 10, 2016, we issued a gift card refund of $to Mr [redacted] and sent an email to inform him 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 the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] [redacted] Ext***
(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