January 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 her refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on January 23, 2017, explaining the replacement process As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her Ms [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator While the MPA will expire on May 8, 2017, the manufacturer’s warranty will run one year from the date of delivery With that said, since we are providing Ms [redacted] with her requested resolution, 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
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 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]
July 25, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrE [redacted] complaint regarding his dissatisfaction with appointment availability and our scheduling process for his refrigerator repairWe apologize that we were unable to accommodate MrE [redacted] schedule and arrange a mutually satisfying time frame for repair We would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or date Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficientThe service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet MrE [redacted] needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWe understand that MrE [redacted] has advised others of his dissatisfaction, which may cause a subsequent loss of sales for Sears and we do not take this lightlyWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrE [redacted] expectationsAdditionally, we show on July 7, 2017, that the service unit offered a $gift card for the canceled service which MrE [redacted] acceptedIn the interim, we have noted MrE [redacted] concerns and respectfully ask this complaint to be closed We apologize to MrT [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,E [redacted] C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24thIt is just as I had requested with the original orderSears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrectI did request the left venting on the dryer with my original orderHowever, I am now satisfied that this problem is corrected by Sears Although I will say it took a really long time for Sears to do this for me
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
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, Jason B***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a refrigerator purchased from SearsOn October 13, 2016, I emailed Ms [redacted] and offered to have the refrigerator picked up and a credit processedThe email is below for review Ms [redacted] I just received your Revdex.com Complaint and wanted to first apologize for the inconvenience you have gone throughI can have the fridge picked up and a refund processed, please note that it can take up to days for funds to be credited back to the [redacted] ending in [redacted] the credit that was used to complete the purchase Please give me a call or reply to this email and I’ll get the pischeduled ASAP- Thanks, [redacted] [redacted] ** [redacted] Ms [redacted] can reach me at [redacted] or via email at [redacted] and I will schedule the pick up and have the refund processed once the unit has been returned to the warehouseSince we have reiterated our willingness to pick up and refund the refrigerator, we ask that this complaint be closed pending further contact 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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]
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
July 28, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the failure of her refrigerator and her inability to receive a warranty replacementUpon receipt of Ms [redacted] ’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on baseThey were able to reach out to Ms [redacted] and arrange the replacementIt is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: ***[redacted] @searshc.com
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Raymond H [redacted] Dear Ms [redacted] : We have completed our investigation of Mr***’s complaint regarding the Sears Home Warranty Our records show that Mr***’s Sears Home Warranty was cancelled at his request on January 12, and he was refunded the full purchaseSince Mr***’s Home Warranty was cancelled as requested we have closed our 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] direct [redacted] @searshc.com
January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint a dryer he wished to purchase District Manager Jim [redacted] has spoken with Mr [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in questionFree delivery will be granted as wellWe apologize for any misunderstandingAt this time, we respectfully ask that this matter remain closed in the interim 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]
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] : We have completed the investigation of Ms [redacted] complaint on behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period We apologize if Ms***r was misinformed that the washer will only fill ¼ of the wayThe [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per loadFurthermore, the manual states that the consumer should use HE detergentAlso, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at 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 Ms [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***r, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms***r 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]
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]
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]
Complaint: [redacted] I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint I had emailed back to the person stating the misunderstanding, however I did not received a response Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident Too many bad reviews all over the net scares us off pretty bad Sincerely, [redacted] ***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction that the range failed too soon and her concern with the carbon monoxide (CO) levels Upon receipt of Mr [redacted] complaint we reached out to Chris [redacted] , District Service Manager for Service Unit [redacted] to assist with Mr [redacted] concernsMr [redacted] confirmed that on October 12, our technician replaced the regulator and the safety valve on Mr [redacted] rangeAfter the repair was completed, [redacted] arrived and retested the CO levels [redacted] reported that the readings were within specificationsWith that being said, since the range has been repaired and the CO readings are within allowable levels, we have closed our case 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 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 her refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on January 23, 2017, explaining the replacement process As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her Ms [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator While the MPA will expire on May 8, 2017, the manufacturer’s warranty will run one year from the date of delivery With that said, since we are providing Ms [redacted] with her requested resolution, 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
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 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]
July 25, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrE [redacted] complaint regarding his dissatisfaction with appointment availability and our scheduling process for his refrigerator repairWe apologize that we were unable to accommodate MrE [redacted] schedule and arrange a mutually satisfying time frame for repair We would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or date Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficientThe service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet MrE [redacted] needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWe understand that MrE [redacted] has advised others of his dissatisfaction, which may cause a subsequent loss of sales for Sears and we do not take this lightlyWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrE [redacted] expectationsAdditionally, we show on July 7, 2017, that the service unit offered a $gift card for the canceled service which MrE [redacted] acceptedIn the interim, we have noted MrE [redacted] concerns and respectfully ask this complaint to be closed We apologize to MrT [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,E [redacted] C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) Sears picked up the dryer on Friday October 23rd, corrected the vent and door and then redelivered the dryer on Saturday October 24thIt is just as I had requested with the original orderSears maintains that I did not originally request the left venting on the dryer with my original order but that is incorrectI did request the left venting on the dryer with my original orderHowever, I am now satisfied that this problem is corrected by Sears Although I will say it took a really long time for Sears to do this for me
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
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, Jason B***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a refrigerator purchased from SearsOn October 13, 2016, I emailed Ms [redacted] and offered to have the refrigerator picked up and a credit processedThe email is below for review Ms [redacted] I just received your Revdex.com Complaint and wanted to first apologize for the inconvenience you have gone throughI can have the fridge picked up and a refund processed, please note that it can take up to days for funds to be credited back to the [redacted] ending in [redacted] the credit that was used to complete the purchase Please give me a call or reply to this email and I’ll get the pischeduled ASAP- Thanks, [redacted] [redacted] ** [redacted] Ms [redacted] can reach me at [redacted] or via email at [redacted] and I will schedule the pick up and have the refund processed once the unit has been returned to the warehouseSince we have reiterated our willingness to pick up and refund the refrigerator, we ask that this complaint be closed pending further contact 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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]
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
July 28, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the failure of her refrigerator and her inability to receive a warranty replacementUpon receipt of Ms [redacted] ’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on baseThey were able to reach out to Ms [redacted] and arrange the replacementIt is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: ***[redacted] @searshc.com
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Raymond H [redacted] Dear Ms [redacted] : We have completed our investigation of Mr***’s complaint regarding the Sears Home Warranty Our records show that Mr***’s Sears Home Warranty was cancelled at his request on January 12, and he was refunded the full purchaseSince Mr***’s Home Warranty was cancelled as requested we have closed our 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] direct [redacted] @searshc.com
January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint a dryer he wished to purchase District Manager Jim [redacted] has spoken with Mr [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in questionFree delivery will be granted as wellWe apologize for any misunderstandingAt this time, we respectfully ask that this matter remain closed in the interim 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]
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] : We have completed the investigation of Ms [redacted] complaint on behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period We apologize if Ms***r was misinformed that the washer will only fill ¼ of the wayThe [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per loadFurthermore, the manual states that the consumer should use HE detergentAlso, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at 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 Ms [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***r, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms***r 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]
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]
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]
Complaint: [redacted] I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint I had emailed back to the person stating the misunderstanding, however I did not received a response Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident Too many bad reviews all over the net scares us off pretty bad Sincerely, [redacted] ***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction that the range failed too soon and her concern with the carbon monoxide (CO) levels Upon receipt of Mr [redacted] complaint we reached out to Chris [redacted] , District Service Manager for Service Unit [redacted] to assist with Mr [redacted] concernsMr [redacted] confirmed that on October 12, our technician replaced the regulator and the safety valve on Mr [redacted] rangeAfter the repair was completed, [redacted] arrived and retested the CO levels [redacted] reported that the readings were within specificationsWith that being said, since the range has been repaired and the CO readings are within allowable levels, we have closed our case 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]