December 19, [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 recent online order experience and her request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her 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 have issued a refund on behalf of the local storeAccordingly, a refund was processed under the following return receipt numbers [redacted] and [redacted] ) for Ms [redacted] recordsAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been processed and we have noted Ms [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
Complaint: [redacted] I am rejecting this response because: [redacted] University verified these jerseys as knock offsThey are the organization that contacted [redacted] twice on separate occasionsI also lost days of income due thisI feel as though the business should offer more then suggested Sincerely, [redacted]
October 28, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding non-receipt of a refund for a refrigerator she ordered from SearsMs [redacted] local Sears store has attempted to contact Ms [redacted] by telephone, but has not been able to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed If Ms [redacted] still requires assistance, she is welcome to contact District Manager [redacted] at [redacted] We ask to have this matter closed in the interim, pending Ms [redacted] responseWe 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 concernsSincerely, Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 10987047- Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her refrigerator Store Manager Christopher [redacted] provided the following response: We spoke with Ms [redacted] and offered to provide her with $to keep the refrigerator as is or we would send her a new refrigerator at no additional costMs [redacted] wanted the $credit, which was processed todayShould Ms [redacted] have any further issues, she may contact me (Christopher) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her online order experience and request for a refundWe have attempted to contact Ms [redacted] by telephone, but have not been able to speak with herI have left a message with my contact information, asking for a return call to discuss her issue furtherAdditionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matterUntil we have an opportunity to discuss this matter with her, we are unable to work toward a resolutionIf Ms [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted] We ask to have this matter closed in the interim, pending Ms [redacted] responseWe 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 Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:Apparently, Sears dies not understand the concept of customer service:1: I booked service on Tuesday, June 13th for service on June 16th between 1:and 5:PM I had to be home during that time period The technician called at 4:and said he was running late I received an updated timeline for service between 4:and 6: So, I had to extend my period of time waiting For Sears until the evening onFriday So now, I am waiting for hours! I received an email saying that the technician was on his way a little after 5:PM Nobody came I called Customer Service twice that day Customer Service was a call center in the Philippines and the People I spoke to had no knowledge of the American ( and Sears's) way of how customer service for repairs should work They basically worked from a script saying that they could offer me a $ Gift card ( which I never received) as compensation for my inconvenience I told the agent to send me the $gift certificate, but I never received it I was then told that I could " reschedule" my service for the following week Keep in mind that I called on a Tuesday to schedule a Friday appointment and the technician never came to me despite my waiting all afternoon and evening It is the responsibility of Sears to call me to apologize and come the next business day to repair my dryer I have had many appointments over the years for repair technicians and if they are running late and have to reschedule, I am immediately called and added to the first time slot on the next business day Obviously, if my dryer is broken, I would need a technician ASAP I DID NOT CANCEL MY SERVICE REQUEST! I ASKED SEARS TO DO WHAT SHOULD BE DONE FOR ANY CUSTOMER> THEY DID NOT COME WHEN THEY WERE SUPPOSEDTO AND THEY DID NOT SCHEDULE ME FOR THE NEXT BUSINESS DAY AS THEY SHOUL HAVE> THIS COMPAINT IS SOMETHING THAT SEARS SHOULD CONSIDER IF THEY WANT TO KEEP CUSTOMERS.Sears used to HAVE repair service IN THE 70S AND 80S, This PRESENT Sears call service is very ineffective and the managers do not have the authority to make things right I now know why Sears is doing poorly in the retail department I have always bought Kenmore products, but based on this experience, I will need to buy products that have good customer service Sincerely, Marion L***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Dana S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding her Sears Appliance Warranty As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warrantyThe Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled inWe would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage We do show service in June where a cracked pump was replaced, there is no evidence that MsS [redacted] paid for parts as this was covered under the warrantyOur service visit in August we could not find any issue with the washer as after running a load the washer drained and on the November visit MsS [redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked systemThis action was not necessary with the earlier services therefore was not requestedSoon after this request MsS [redacted] cancelled her warranty With that being said we are unable to honor MsS [redacted] request for a full refund of the warranty premiums and since we do not show that MsS [redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case We apologize to MsS [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Complaint: [redacted] I am rejecting this response because Sears is manufacturing products with defects, and are not standing behind them Sears has a pattern of not standing behind their products It is not the consumer's fault They don't stand by their products What was the purpose of asking me to produce the receipt when you knew it was years ago? This is misleading: To ask for the receipt and when you produce it, they do nothing about it For such a costly item, $289.65, you would think that it was manufactured well But it wasn't It was defective They should not be charging so much, because the price denotes a well made machine, but it wasn't We had to repair it on our own because the cost was too high No more Sears products for our family Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) My filing of the complaint was merely to have an avenue to express how poor the whole delivery process wasFor example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person whose schedule the delivery was revolving aroundShe was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone The whole delivery process needs to be revamped in my opinion
a refund was issued finally from sears hometown, that is all I requested from searsIn the future I will never do business with such an unprofessional and unreliable companyThank you for you assistance 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, [redacted]
Complaint: [redacted] I am rejecting this response because: After all most weeks and excuses they finally got the part and fixed the refrigeratordays later the refrigerator is out again for the same reason as beforeI expect to wait another weeks for another compressor to arriveOn different occasions I was told of a " guaranteed delivery " yet no compressorThe service techs who I talked to said these refrigerators break down all the time and Sears,Kenmore and LG knew itThe Sears customer web site has hundreds of these same complaintsA hundred dollar store credit is also not acceptable as this is the second time I have lost foodSears and its manufacturing partners are conspiring to mislead the consumer to such time as the warrantee runs out and the consumer has to pay for the repair workAt what point should a new product of a different maker be offered? In Texas it is called a lemon lawAt what point should Sears be held accountable for questionable repair practices? Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his [redacted] double oven Mr [redacted] confirmed that the oven is working correctly after the last service repairI have provided Mr [redacted] with my direct contact information if he continues to have issues with the ovenMeantime since we have repaired Mr [redacted] oven we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Emily [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and her request for a full refund It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we found that Sears Online arranged to have the delivery carrier, [redacted] pick up the item and it is currently in transit back to the warehouseOnce the product is returned, a full refund will be processedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending the refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 22, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Dan S [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and non-receipt of a remote control he ordered from Sears Parts Direct It is unfortunate that we failed Mr [redacted] ’s expectations when he recently placed an order with SearsWe value his patronage and although our website explains that part orders cannot be cancelled more than minutes after being placed, we can certainly understand Mr [redacted] ’s 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, Mr [redacted] spoke with a customer service representative on June 29, 2016, and was advised that his order had already shipped, but he could return it for a full refund once it arrivedOur records show that Mr [redacted] ’s order was delivered to him on July 1, He is welcome to contact Sears Parts Direct for assistance if he would still like to return the item for a 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] ’s comments and his order has been delivered 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] 1-800-762-Ext***
August 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Natalie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her customer service experience We would first like to apologize to Ms [redacted] for the delay in receiving her purchased applianceAfter reviewing Ms [redacted] 's complaint and our records, we were able to determine that on the day of delivery, unfortunately the product arrived with some cosmetic damage from the manufactureOur records also show that after several attempted deliveries, Ms [redacted] 's purchased appliances were completed on June For any inconvenience that may have caused, we issued a $gift cardWe ask Ms [redacted] to allow 7-business to arrive via USPSWe hope that Ms [redacted] 's purchased appliance will provide her with long term satisfactionSince the delivery of Ms [redacted] 's purchased appliances has been completed and courtesy compensation was provided, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] @searsch.com
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Marisela [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding replacement coverage under the MPA for her washer Research shows that Ms [redacted] was indeed given the incorrect replacement amount for her washerAlthough the replacement under an MPA is feature for feature this is to insure that our consumers are provided enough to replace their covered item even if it cost more at this time than it did at the time of the original purchaseThat being said the retail cost of MsPina’s LG Washer is $and we have correct the replacement amount to reflect thisMs [redacted] has been informed of this and has my direct number if she still needs assistance with this issueSince it is our understanding that the resolution offer was acceptable to Ms [redacted] we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa [redacted] @searshc.com
August 25, Revdex.com Attn: Nita [redacted] North Wabash Ave- Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / [redacted] Via: Revdex.com website Dear Ms [redacted] , With reference to Ms [redacted] 's correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issuesOnce the repair is made, I will confirm the [redacted] s' satisfaction and will further update your office Thank you again for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension [redacted] or via email at Liz[redacted] @searshomepro.com Sincerely, Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mrand Mrs [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] August 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Gracie [redacted] Dear Ms [redacted] , We have reviewed Ms***'s rebuttal complaint regarding her online order charge We forwarded Ms***'s screenshot that she provided to our Shop Your Way Reward contact to research furtherMember Support Operations Manager Adam [redacted] confirmed that this was a system errorAccordingly, we have processed a refund credit of $back to Ms***'s Visa account ending in For Ms***'s records the refund sales receipt number is Since the credit was processed on August 26, 2015, she can expect to see the credit post to her account within 3-business daysWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedSince a refund has been provided as requested, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon reviewing Ms [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product” However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice clearedCOE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms [redacted] should not receive any requests for payment dated after May 22nd Furthermore, Ms [redacted] contacted RMS to advise them to clear their system as wellThis letter will serve as Ms [redacted] documentation that she does not owe Sears Home Services $for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms [redacted] rating has not been affected With that said, since we have zeroed out Ms [redacted] invoice, 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
May 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recent service call for her dishwasher We do not take these matters lightly and we sincerely regret any frustration we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we reviewed the notes in her service order regarding her dishwasher It appears that the technician could have coded Ms [redacted] service call as a trip charge; therefore, we have submitted a refund request for $ Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next seven to ten days With that said, since we have documented Ms [redacted] concerns with her recent service call and processed her requested refund, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
December 19, [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 recent online order experience and her request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her 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 have issued a refund on behalf of the local storeAccordingly, a refund was processed under the following return receipt numbers [redacted] and [redacted] ) for Ms [redacted] recordsAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been processed and we have noted Ms [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
Complaint: [redacted] I am rejecting this response because: [redacted] University verified these jerseys as knock offsThey are the organization that contacted [redacted] twice on separate occasionsI also lost days of income due thisI feel as though the business should offer more then suggested Sincerely, [redacted]
October 28, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding non-receipt of a refund for a refrigerator she ordered from SearsMs [redacted] local Sears store has attempted to contact Ms [redacted] by telephone, but has not been able to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed If Ms [redacted] still requires assistance, she is welcome to contact District Manager [redacted] at [redacted] We ask to have this matter closed in the interim, pending Ms [redacted] responseWe 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 concernsSincerely, Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 10987047- Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her refrigerator Store Manager Christopher [redacted] provided the following response: We spoke with Ms [redacted] and offered to provide her with $to keep the refrigerator as is or we would send her a new refrigerator at no additional costMs [redacted] wanted the $credit, which was processed todayShould Ms [redacted] have any further issues, she may contact me (Christopher) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her online order experience and request for a refundWe have attempted to contact Ms [redacted] by telephone, but have not been able to speak with herI have left a message with my contact information, asking for a return call to discuss her issue furtherAdditionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matterUntil we have an opportunity to discuss this matter with her, we are unable to work toward a resolutionIf Ms [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted] We ask to have this matter closed in the interim, pending Ms [redacted] responseWe 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 Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:Apparently, Sears dies not understand the concept of customer service:1: I booked service on Tuesday, June 13th for service on June 16th between 1:and 5:PM I had to be home during that time period The technician called at 4:and said he was running late I received an updated timeline for service between 4:and 6: So, I had to extend my period of time waiting For Sears until the evening onFriday So now, I am waiting for hours! I received an email saying that the technician was on his way a little after 5:PM Nobody came I called Customer Service twice that day Customer Service was a call center in the Philippines and the People I spoke to had no knowledge of the American ( and Sears's) way of how customer service for repairs should work They basically worked from a script saying that they could offer me a $ Gift card ( which I never received) as compensation for my inconvenience I told the agent to send me the $gift certificate, but I never received it I was then told that I could " reschedule" my service for the following week Keep in mind that I called on a Tuesday to schedule a Friday appointment and the technician never came to me despite my waiting all afternoon and evening It is the responsibility of Sears to call me to apologize and come the next business day to repair my dryer I have had many appointments over the years for repair technicians and if they are running late and have to reschedule, I am immediately called and added to the first time slot on the next business day Obviously, if my dryer is broken, I would need a technician ASAP I DID NOT CANCEL MY SERVICE REQUEST! I ASKED SEARS TO DO WHAT SHOULD BE DONE FOR ANY CUSTOMER> THEY DID NOT COME WHEN THEY WERE SUPPOSEDTO AND THEY DID NOT SCHEDULE ME FOR THE NEXT BUSINESS DAY AS THEY SHOUL HAVE> THIS COMPAINT IS SOMETHING THAT SEARS SHOULD CONSIDER IF THEY WANT TO KEEP CUSTOMERS.Sears used to HAVE repair service IN THE 70S AND 80S, This PRESENT Sears call service is very ineffective and the managers do not have the authority to make things right I now know why Sears is doing poorly in the retail department I have always bought Kenmore products, but based on this experience, I will need to buy products that have good customer service Sincerely, Marion L***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Dana S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding her Sears Appliance Warranty As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warrantyThe Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled inWe would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage We do show service in June where a cracked pump was replaced, there is no evidence that MsS [redacted] paid for parts as this was covered under the warrantyOur service visit in August we could not find any issue with the washer as after running a load the washer drained and on the November visit MsS [redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked systemThis action was not necessary with the earlier services therefore was not requestedSoon after this request MsS [redacted] cancelled her warranty With that being said we are unable to honor MsS [redacted] request for a full refund of the warranty premiums and since we do not show that MsS [redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case We apologize to MsS [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Complaint: [redacted] I am rejecting this response because Sears is manufacturing products with defects, and are not standing behind them Sears has a pattern of not standing behind their products It is not the consumer's fault They don't stand by their products What was the purpose of asking me to produce the receipt when you knew it was years ago? This is misleading: To ask for the receipt and when you produce it, they do nothing about it For such a costly item, $289.65, you would think that it was manufactured well But it wasn't It was defective They should not be charging so much, because the price denotes a well made machine, but it wasn't We had to repair it on our own because the cost was too high No more Sears products for our family Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) My filing of the complaint was merely to have an avenue to express how poor the whole delivery process wasFor example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person whose schedule the delivery was revolving aroundShe was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone The whole delivery process needs to be revamped in my opinion
a refund was issued finally from sears hometown, that is all I requested from searsIn the future I will never do business with such an unprofessional and unreliable companyThank you for you assistance 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, [redacted]
Complaint: [redacted] I am rejecting this response because: After all most weeks and excuses they finally got the part and fixed the refrigeratordays later the refrigerator is out again for the same reason as beforeI expect to wait another weeks for another compressor to arriveOn different occasions I was told of a " guaranteed delivery " yet no compressorThe service techs who I talked to said these refrigerators break down all the time and Sears,Kenmore and LG knew itThe Sears customer web site has hundreds of these same complaintsA hundred dollar store credit is also not acceptable as this is the second time I have lost foodSears and its manufacturing partners are conspiring to mislead the consumer to such time as the warrantee runs out and the consumer has to pay for the repair workAt what point should a new product of a different maker be offered? In Texas it is called a lemon lawAt what point should Sears be held accountable for questionable repair practices? Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his [redacted] double oven Mr [redacted] confirmed that the oven is working correctly after the last service repairI have provided Mr [redacted] with my direct contact information if he continues to have issues with the ovenMeantime since we have repaired Mr [redacted] oven we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Emily [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and her request for a full refund It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we found that Sears Online arranged to have the delivery carrier, [redacted] pick up the item and it is currently in transit back to the warehouseOnce the product is returned, a full refund will be processedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending the refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 22, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Dan S [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and non-receipt of a remote control he ordered from Sears Parts Direct It is unfortunate that we failed Mr [redacted] ’s expectations when he recently placed an order with SearsWe value his patronage and although our website explains that part orders cannot be cancelled more than minutes after being placed, we can certainly understand Mr [redacted] ’s 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, Mr [redacted] spoke with a customer service representative on June 29, 2016, and was advised that his order had already shipped, but he could return it for a full refund once it arrivedOur records show that Mr [redacted] ’s order was delivered to him on July 1, He is welcome to contact Sears Parts Direct for assistance if he would still like to return the item for a 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] ’s comments and his order has been delivered 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] 1-800-762-Ext***
August 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Natalie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her customer service experience We would first like to apologize to Ms [redacted] for the delay in receiving her purchased applianceAfter reviewing Ms [redacted] 's complaint and our records, we were able to determine that on the day of delivery, unfortunately the product arrived with some cosmetic damage from the manufactureOur records also show that after several attempted deliveries, Ms [redacted] 's purchased appliances were completed on June For any inconvenience that may have caused, we issued a $gift cardWe ask Ms [redacted] to allow 7-business to arrive via USPSWe hope that Ms [redacted] 's purchased appliance will provide her with long term satisfactionSince the delivery of Ms [redacted] 's purchased appliances has been completed and courtesy compensation was provided, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] @searsch.com
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Marisela [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding replacement coverage under the MPA for her washer Research shows that Ms [redacted] was indeed given the incorrect replacement amount for her washerAlthough the replacement under an MPA is feature for feature this is to insure that our consumers are provided enough to replace their covered item even if it cost more at this time than it did at the time of the original purchaseThat being said the retail cost of MsPina’s LG Washer is $and we have correct the replacement amount to reflect thisMs [redacted] has been informed of this and has my direct number if she still needs assistance with this issueSince it is our understanding that the resolution offer was acceptable to Ms [redacted] we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa [redacted] @searshc.com
August 25, Revdex.com Attn: Nita [redacted] North Wabash Ave- Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / [redacted] Via: Revdex.com website Dear Ms [redacted] , With reference to Ms [redacted] 's correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issuesOnce the repair is made, I will confirm the [redacted] s' satisfaction and will further update your office Thank you again for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension [redacted] or via email at Liz[redacted] @searshomepro.com Sincerely, Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mrand Mrs [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] August 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Gracie [redacted] Dear Ms [redacted] , We have reviewed Ms***'s rebuttal complaint regarding her online order charge We forwarded Ms***'s screenshot that she provided to our Shop Your Way Reward contact to research furtherMember Support Operations Manager Adam [redacted] confirmed that this was a system errorAccordingly, we have processed a refund credit of $back to Ms***'s Visa account ending in For Ms***'s records the refund sales receipt number is Since the credit was processed on August 26, 2015, she can expect to see the credit post to her account within 3-business daysWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedSince a refund has been provided as requested, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon reviewing Ms [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product” However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice clearedCOE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms [redacted] should not receive any requests for payment dated after May 22nd Furthermore, Ms [redacted] contacted RMS to advise them to clear their system as wellThis letter will serve as Ms [redacted] documentation that she does not owe Sears Home Services $for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms [redacted] rating has not been affected With that said, since we have zeroed out Ms [redacted] invoice, 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
May 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recent service call for her dishwasher We do not take these matters lightly and we sincerely regret any frustration we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we reviewed the notes in her service order regarding her dishwasher It appears that the technician could have coded Ms [redacted] service call as a trip charge; therefore, we have submitted a refund request for $ Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next seven to ten days With that said, since we have documented Ms [redacted] concerns with her recent service call and processed her requested refund, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist