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
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
December 1, [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 online order experience and her request for a refund of one cent plus all of the items selected to be shipped to her at no charge It is unfortunate if Ms [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agentIn the future we recommend that Ms [redacted] reset her password online and click on the link that is provided via emailIf Ms [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistanceFinally, we would like to clarify the layaway program that she began onlineMs [redacted] only gave $(one penny) deposit and made no paymentsAccording to the agreement that Ms [redacted] signed, the layaway is subject to a $cancellation fee and a charge of the non-refundable $initiation feeAs such, Ms [redacted] is not entitled to a refund since no payments were ever madeIf Ms [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation FeesAdditionally, Ms [redacted] has a day grace period after her payment due date before her contract is cancelled and items are returned to stockFinally, layaway merchandise will be returned to stock days after a missed paymentUnfortunately, we will not be able to honor her request to ship the merchandise she selected, free of chargeIn the interim, since a refund is not due to Ms [redacted] , 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 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]
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding a gift card We first would like to apologize to Mr [redacted] as it appears that there was a misunderstandingIt seems that the department that approves and issues the gift cards for this program was researching the eligibility based on a purchase date of December 1st, when the price would have gone up and not November 30th when he placed his orderWe want to assure Mr [redacted] that steps have been taken in order to ensure that such a mistake is not repeatedThat said, a gift card for $was sent to Mr [redacted] on March 10, Accordingly, we have granted Mr [redacted] request; therefore, we have closed our file Again, we apologize to Mr [redacted] and 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 [redacted]
Complaint: [redacted] I am rejecting this response because:Unfortunately, Im limited to space and design and time frames ect of this siteI have been a longterm Sears customer since the days of my Grandfather ..We have purchased Craftsman tools here for years.At one time they were timeless and the quality was outstandingThere was no need to return them and if you did it was on a lifetime warranty and the customer service was exemplary Over the years my experiences with Sears in everything from the quality of the products, prices, customer service, has steadily gone down hillLets be honest here this is why Sears and Kmart are in the situation there are currently in ! In everything labelled as Craftsman from tools to my last Craftsman yard tractor, blower, chainsaw there quality has definitely changed as everything is now made in China and has a calculated usage length for some like the blower its 50hrs before it breaks downTrying to obtain parts for my tractor or blower was another nightmare! When I purchased this item I informed the salesclerk who had to unlock the lock on the item so that I could take it from the shelf hook it was locked too up to the sales clerk at the counter that it was for my fathers birthday on June I was buying it now to get a deal on itI stated should there be any problem with returning this item if I had any issues whatsoever (as it was expensive tool) ..including it was the wrong one, too complex too use, not working as it should ect ...I was advised no problems just bring your original receiptGreat I always file receipts I did not see any signs advising me of the day rule you mentionThe salesperson whom Id tried to return the item too reviewed everything looking at the receipt and that was the first time any "return policy" was shown too me..It states "Most Items have a return policy of days from purchase but may very by itemAll returns require a receipt and maybe looked up in store."ect Okay well over the years of shopping at Sears I purchased appliances, TVs, Clothes ect I have returned wrong part or things before and when one uses the Sears Card and a phone number the salesclerk could always pull it up every if you couldnt find a receiptIve never had an issue with returnsI note at the very very bottom of the receipts I was given ( basically you print a tree with coupons for everything you sell at Sears) there was this unclear brief Return PolicyTechnically it says "most items" not all items and its unclear what items are "most items" I have the original receipts and packaging ect ...I was so taken back by the rudeness of customer service, including the saleclerk, his supervisor and the lack of a General Manager on duty to come to address my concernsSears has no customer service whatsoever these days ..You indicated that the store manager had made attempts to contact me ...I have checked my voice mail and that is just not true ..No one has called me and made any attempts to help me.Its shameful that I should have had to write the Revdex.com of Chicago before I can even get someone to respond Ive ended up having to invest more time in what could have been a simple returnThe Item was purchased on May 28,and returned on June 28,Thats one month or "days" ( as some months have days some some ) in most storesI have never had a cashier pull out a personal cell phone and then count the days at a time to say nope thats because May has days ! I gave it as a gift ...and was very embarrassed to say the least to find the state of disrepair the item was in as well as it was missing parts, manual ect It was not in working order nor was it what I purchased or what I expected to find in the sealed container hardened plastic containerThis is shameful ! Its like a bate and switch Sell me what appears to be on the container's packaging only to open it later and find its not what its suppose to be ...On a more personal note I just happen to be a Veteran and a current active gastric cancer patientLife has been a challenge with chemo and radiation and a total gastrectomyIm certain you can appreciate Im blessed to be alive todayFor me, today there isn't any room to deal with all of this nonsenseIm not interested in having to deal with issues with this item under a warranty for the next yrs ..Im also no longer interested in shopping at Sears nor KmartThe item is not what I purchased, it was not in working order, parts were missing nor is it what I expected to be in the containerThe play on the wording "most items"on the return policy is ambiguousWhat are "most items"? There is no customer service, No manager has attempted to contact me and leave messagesHad that occurred Im certain I would have returned there callFurther I find that your closing this file out considering it resolved is despicable and rude and not acceptableYou certainly have no appreciation for customer serviceIn view of the above the only thing acceptable to me is that you accept this item returned as damaged and in the condition I received it in and you refund to me the monies I paid for it on my Sears credit card..The I did not expect to find it not working as it should, missing three adaptors, owners manual e have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return the Craftsman Scan Tool 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] purchased the tool on May 28, and attempted to return it on June 28, 2016, he was over the day return period by dayIt would not be fair to make an exception for Mr***, when no one else has received oneHowever, after the Sears hassle-free 30-day return/exchange period has expired, the Craftsman Scan Tool is covered by the manufacturer’s two-year warrantySince Mr [redacted] mentioned in his complaint that the scan tool is defective, then it will be replaced; not returned for a refundThe warranty states, FOR TWO YEARS from the date of sale this product is warranted against defects in material or workmanshipWITH PROOF OF SALE a defective product will be replaced free of chargeWe apologize that Mr [redacted] was not offered a replacementWe have reached out to Store Manager Andrea [redacted] regarding Mr [redacted] concernMs [redacted] made several attempts to contact Mr [redacted] but she did not receive any return callsIf Mr [redacted] would like to exchange the Craftsman Scan Tool, he can contact Ms [redacted] at [redacted] or return to the store with a copy of his receipt and the toolWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our fileWe 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] [redacted] Sincerely, [redacted] ***
July 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Katrina Y*** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her dissatisfaction with the charges she was assessed for parts ordered by our technician and her request to receive a refund for perceived overcharges As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricingThe parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use themAdditionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing itIn the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that partSo if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refundThis retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some waySome parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expensesIt is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves In Ms***’ case, she accepted an estimate for repair from our technician that included the correct prices for both parts and labor, and we completed the service under those termsWe do not advertise that we match part prices, whether at our online site or through other part providers, and it is not something we have ever doneThe part prices on our website have always been lower as we explained above With that said, while we do not find she is entitled to receive a refund for the price difference between the cost she paid and the price on Sears PartsDirect, we are willing to provide Ms [redacted] with a 20% discount on her services as a courtesy; particularly since no one seemed to explain to her why there was a difference and that we did not match pricesThe refund would be $with the tax, and if Ms [redacted] would like to accept this alternative resolution, we would just need her to provide the first digits of her digit Sears card ending in [redacted] I will be out of the office on vacation this next week, but Ms [redacted] is welcome to call me at ***-***- [redacted] or email me at Dana [redacted] @searshc.com, after I return August 8th if she would like to provide me with the information so that she can receive the offered refundIn the interim, since we are willing to issue a refund even though the charges for our repair were correct, we have closed our file pending Ms***’ response and my return to the officeWe 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 concernsAs mentioned above, be aware that I will be out of the office starting today and not returning until August 8, Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana [redacted] @searshc.com
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other businessMy complaint is about a defective product and lousy customer serviceAsking a major company to actually have customer service is not too much to ask
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] ***
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
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding rust on his washer We have received [redacted] complaint and would like to note that we have had a technician inspect/diagnose the washer on three different occasions It is worth noting that the washer is being used commercially and the rust on the washer is located on top of the washer Rust is not covered under the warranty or Master Protection Agreement and his washer will not be replaced or refunded [redacted] washer is currently working as designed and should any issues with functionality occur, the unit will be repaired under warranty That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [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]
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, Wayne R [redacted] I have interpreted the most recent response from the Sears representative and accept their answer if in efficacy I do take possession of Sears Powermate Pet attachment for my vacuum cleaner I am satisfiedThey indicate I will accept the part by March 2nd Then the Revdex.com should acknowledge waiting to close this complaint after I accept part number from Sears I will respond accordingly after it arrives you know I will sincerely, wayne r [redacted]
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]
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***
[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]
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Frank [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the information he was given regarding charges when scheduling a service call that conflicted with the actual charges for repair We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tuspecials or other maintenance packagesOtherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advanceThis means that there is not even any information on potential labor costs that is provided to the agents that schedule our service callsWe are not certain if the agent that day was confused on the question, or if Mr [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said With that said, there at least seems a reasonable doubt that Mr [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in questionAs such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $Accordingly we have requested that our billing department send Mr [redacted] a check for $This should send out within the next few business days and then arrive within 2-weeks after thatIf he has not received the check by October 2, 2015, then he is welcome to contact me via email or phoneIn the interim, since we have provided Mr [redacted] with his requested resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on the tire of her tractor We apologize for the delay in responding to this complaintWe forwarded this matter to our Hometown Store management team to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Igor R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding a recent promotion The points in question were added to MrR [redacted] accountWe suggest he use them quickly as they expire sooner than points, which was noted in the terms of the offer In light of the aforementioned information, we have closed our file We apologize to MrR [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: [redacted]
July 8, [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 that the refrigerator was delivered with a dent and her request to return it for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experienced and that the delivery team misinformed her regarding the dent on the refrigeratorWe reached out to [redacted] , General Manager to Outlet Store [redacted] to assist with Ms [redacted] concernMr [redacted] confirmed that on the day of the delivery he instructed Ms [redacted] to refuse the delivery since it was damaged and he would exchange it for another refrigeratorRegrettably, Ms [redacted] was provided conflicting information from the delivery team and she chose to accept the delivery insteadMs [redacted] then contacted the store and requested a discount for accepting a damaged delivery, and her request was deniedAs clarification, merchandise items sold at our outlet stores are already significantly discounted, so additional discounts are not an option We reached out to Ms [redacted] and she requested to return the refrigerator for a refundThe refrigerator was picked up for a return on Saturday, July 2, We issued Ms [redacted] a credit of $1,to her [redacted] credit card on July 6, The credit should post to her account within – business daysThe protection agreement that Ms [redacted] purchased along with her refrigerator has been cancelled and a refund of $was also issuedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsMs [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the bedding set on April 30, and then attempted to return it on July 2, 2017, she was over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] ***, when no one else has received oneMs [redacted] indicated that the bedding was defectiveWe contacted Ms [redacted] and she stated the comforter had multiple slits and the seams were rippedSlits in the material is considered damage, not a defectSince Ms [redacted] had the product in her possession for more than days, there is no way to determine the cause of the damageMs [redacted] had days to inspect the bedding set and return the purchase; and that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] ***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.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
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
December 1, [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 online order experience and her request for a refund of one cent plus all of the items selected to be shipped to her at no charge It is unfortunate if Ms [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agentIn the future we recommend that Ms [redacted] reset her password online and click on the link that is provided via emailIf Ms [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistanceFinally, we would like to clarify the layaway program that she began onlineMs [redacted] only gave $(one penny) deposit and made no paymentsAccording to the agreement that Ms [redacted] signed, the layaway is subject to a $cancellation fee and a charge of the non-refundable $initiation feeAs such, Ms [redacted] is not entitled to a refund since no payments were ever madeIf Ms [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation FeesAdditionally, Ms [redacted] has a day grace period after her payment due date before her contract is cancelled and items are returned to stockFinally, layaway merchandise will be returned to stock days after a missed paymentUnfortunately, we will not be able to honor her request to ship the merchandise she selected, free of chargeIn the interim, since a refund is not due to Ms [redacted] , 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 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]
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding a gift card We first would like to apologize to Mr [redacted] as it appears that there was a misunderstandingIt seems that the department that approves and issues the gift cards for this program was researching the eligibility based on a purchase date of December 1st, when the price would have gone up and not November 30th when he placed his orderWe want to assure Mr [redacted] that steps have been taken in order to ensure that such a mistake is not repeatedThat said, a gift card for $was sent to Mr [redacted] on March 10, Accordingly, we have granted Mr [redacted] request; therefore, we have closed our file Again, we apologize to Mr [redacted] and 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 [redacted]
Complaint: [redacted] I am rejecting this response because:Unfortunately, Im limited to space and design and time frames ect of this siteI have been a longterm Sears customer since the days of my Grandfather ..We have purchased Craftsman tools here for years.At one time they were timeless and the quality was outstandingThere was no need to return them and if you did it was on a lifetime warranty and the customer service was exemplary Over the years my experiences with Sears in everything from the quality of the products, prices, customer service, has steadily gone down hillLets be honest here this is why Sears and Kmart are in the situation there are currently in ! In everything labelled as Craftsman from tools to my last Craftsman yard tractor, blower, chainsaw there quality has definitely changed as everything is now made in China and has a calculated usage length for some like the blower its 50hrs before it breaks downTrying to obtain parts for my tractor or blower was another nightmare! When I purchased this item I informed the salesclerk who had to unlock the lock on the item so that I could take it from the shelf hook it was locked too up to the sales clerk at the counter that it was for my fathers birthday on June I was buying it now to get a deal on itI stated should there be any problem with returning this item if I had any issues whatsoever (as it was expensive tool) ..including it was the wrong one, too complex too use, not working as it should ect ...I was advised no problems just bring your original receiptGreat I always file receipts I did not see any signs advising me of the day rule you mentionThe salesperson whom Id tried to return the item too reviewed everything looking at the receipt and that was the first time any "return policy" was shown too me..It states "Most Items have a return policy of days from purchase but may very by itemAll returns require a receipt and maybe looked up in store."ect Okay well over the years of shopping at Sears I purchased appliances, TVs, Clothes ect I have returned wrong part or things before and when one uses the Sears Card and a phone number the salesclerk could always pull it up every if you couldnt find a receiptIve never had an issue with returnsI note at the very very bottom of the receipts I was given ( basically you print a tree with coupons for everything you sell at Sears) there was this unclear brief Return PolicyTechnically it says "most items" not all items and its unclear what items are "most items" I have the original receipts and packaging ect ...I was so taken back by the rudeness of customer service, including the saleclerk, his supervisor and the lack of a General Manager on duty to come to address my concernsSears has no customer service whatsoever these days ..You indicated that the store manager had made attempts to contact me ...I have checked my voice mail and that is just not true ..No one has called me and made any attempts to help me.Its shameful that I should have had to write the Revdex.com of Chicago before I can even get someone to respond Ive ended up having to invest more time in what could have been a simple returnThe Item was purchased on May 28,and returned on June 28,Thats one month or "days" ( as some months have days some some ) in most storesI have never had a cashier pull out a personal cell phone and then count the days at a time to say nope thats because May has days ! I gave it as a gift ...and was very embarrassed to say the least to find the state of disrepair the item was in as well as it was missing parts, manual ect It was not in working order nor was it what I purchased or what I expected to find in the sealed container hardened plastic containerThis is shameful ! Its like a bate and switch Sell me what appears to be on the container's packaging only to open it later and find its not what its suppose to be ...On a more personal note I just happen to be a Veteran and a current active gastric cancer patientLife has been a challenge with chemo and radiation and a total gastrectomyIm certain you can appreciate Im blessed to be alive todayFor me, today there isn't any room to deal with all of this nonsenseIm not interested in having to deal with issues with this item under a warranty for the next yrs ..Im also no longer interested in shopping at Sears nor KmartThe item is not what I purchased, it was not in working order, parts were missing nor is it what I expected to be in the containerThe play on the wording "most items"on the return policy is ambiguousWhat are "most items"? There is no customer service, No manager has attempted to contact me and leave messagesHad that occurred Im certain I would have returned there callFurther I find that your closing this file out considering it resolved is despicable and rude and not acceptableYou certainly have no appreciation for customer serviceIn view of the above the only thing acceptable to me is that you accept this item returned as damaged and in the condition I received it in and you refund to me the monies I paid for it on my Sears credit card..The I did not expect to find it not working as it should, missing three adaptors, owners manual e have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return the Craftsman Scan Tool 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] purchased the tool on May 28, and attempted to return it on June 28, 2016, he was over the day return period by dayIt would not be fair to make an exception for Mr***, when no one else has received oneHowever, after the Sears hassle-free 30-day return/exchange period has expired, the Craftsman Scan Tool is covered by the manufacturer’s two-year warrantySince Mr [redacted] mentioned in his complaint that the scan tool is defective, then it will be replaced; not returned for a refundThe warranty states, FOR TWO YEARS from the date of sale this product is warranted against defects in material or workmanshipWITH PROOF OF SALE a defective product will be replaced free of chargeWe apologize that Mr [redacted] was not offered a replacementWe have reached out to Store Manager Andrea [redacted] regarding Mr [redacted] concernMs [redacted] made several attempts to contact Mr [redacted] but she did not receive any return callsIf Mr [redacted] would like to exchange the Craftsman Scan Tool, he can contact Ms [redacted] at [redacted] or return to the store with a copy of his receipt and the toolWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our fileWe 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] [redacted] Sincerely, [redacted] ***
July 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Katrina Y*** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her dissatisfaction with the charges she was assessed for parts ordered by our technician and her request to receive a refund for perceived overcharges As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricingThe parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use themAdditionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing itIn the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that partSo if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refundThis retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some waySome parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expensesIt is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves In Ms***’ case, she accepted an estimate for repair from our technician that included the correct prices for both parts and labor, and we completed the service under those termsWe do not advertise that we match part prices, whether at our online site or through other part providers, and it is not something we have ever doneThe part prices on our website have always been lower as we explained above With that said, while we do not find she is entitled to receive a refund for the price difference between the cost she paid and the price on Sears PartsDirect, we are willing to provide Ms [redacted] with a 20% discount on her services as a courtesy; particularly since no one seemed to explain to her why there was a difference and that we did not match pricesThe refund would be $with the tax, and if Ms [redacted] would like to accept this alternative resolution, we would just need her to provide the first digits of her digit Sears card ending in [redacted] I will be out of the office on vacation this next week, but Ms [redacted] is welcome to call me at ***-***- [redacted] or email me at Dana [redacted] @searshc.com, after I return August 8th if she would like to provide me with the information so that she can receive the offered refundIn the interim, since we are willing to issue a refund even though the charges for our repair were correct, we have closed our file pending Ms***’ response and my return to the officeWe 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 concernsAs mentioned above, be aware that I will be out of the office starting today and not returning until August 8, Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana [redacted] @searshc.com
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other businessMy complaint is about a defective product and lousy customer serviceAsking a major company to actually have customer service is not too much to ask
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] ***
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
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding rust on his washer We have received [redacted] complaint and would like to note that we have had a technician inspect/diagnose the washer on three different occasions It is worth noting that the washer is being used commercially and the rust on the washer is located on top of the washer Rust is not covered under the warranty or Master Protection Agreement and his washer will not be replaced or refunded [redacted] washer is currently working as designed and should any issues with functionality occur, the unit will be repaired under warranty That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [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]
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, Wayne R [redacted] I have interpreted the most recent response from the Sears representative and accept their answer if in efficacy I do take possession of Sears Powermate Pet attachment for my vacuum cleaner I am satisfiedThey indicate I will accept the part by March 2nd Then the Revdex.com should acknowledge waiting to close this complaint after I accept part number from Sears I will respond accordingly after it arrives you know I will sincerely, wayne r [redacted]
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]
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***
[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]
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Frank [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the information he was given regarding charges when scheduling a service call that conflicted with the actual charges for repair We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tuspecials or other maintenance packagesOtherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advanceThis means that there is not even any information on potential labor costs that is provided to the agents that schedule our service callsWe are not certain if the agent that day was confused on the question, or if Mr [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said With that said, there at least seems a reasonable doubt that Mr [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in questionAs such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $Accordingly we have requested that our billing department send Mr [redacted] a check for $This should send out within the next few business days and then arrive within 2-weeks after thatIf he has not received the check by October 2, 2015, then he is welcome to contact me via email or phoneIn the interim, since we have provided Mr [redacted] with his requested resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on the tire of her tractor We apologize for the delay in responding to this complaintWe forwarded this matter to our Hometown Store management team to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Igor R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding a recent promotion The points in question were added to MrR [redacted] accountWe suggest he use them quickly as they expire sooner than points, which was noted in the terms of the offer In light of the aforementioned information, we have closed our file We apologize to MrR [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: [redacted]
July 8, [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 that the refrigerator was delivered with a dent and her request to return it for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experienced and that the delivery team misinformed her regarding the dent on the refrigeratorWe reached out to [redacted] , General Manager to Outlet Store [redacted] to assist with Ms [redacted] concernMr [redacted] confirmed that on the day of the delivery he instructed Ms [redacted] to refuse the delivery since it was damaged and he would exchange it for another refrigeratorRegrettably, Ms [redacted] was provided conflicting information from the delivery team and she chose to accept the delivery insteadMs [redacted] then contacted the store and requested a discount for accepting a damaged delivery, and her request was deniedAs clarification, merchandise items sold at our outlet stores are already significantly discounted, so additional discounts are not an option We reached out to Ms [redacted] and she requested to return the refrigerator for a refundThe refrigerator was picked up for a return on Saturday, July 2, We issued Ms [redacted] a credit of $1,to her [redacted] credit card on July 6, The credit should post to her account within – business daysThe protection agreement that Ms [redacted] purchased along with her refrigerator has been cancelled and a refund of $was also issuedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsMs [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the bedding set on April 30, and then attempted to return it on July 2, 2017, she was over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] ***, when no one else has received oneMs [redacted] indicated that the bedding was defectiveWe contacted Ms [redacted] and she stated the comforter had multiple slits and the seams were rippedSlits in the material is considered damage, not a defectSince Ms [redacted] had the product in her possession for more than days, there is no way to determine the cause of the damageMs [redacted] had days to inspect the bedding set and return the purchase; and that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] ***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com