Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me Sincerely, Lisa [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
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
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]
(The consumer indicated he/she ACCEPTED the response from the business.) They fulfilled their commitment, in regard to their warranty, by replacing the refrigerator with a new one
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochureAdditionally, a full copy is mailed to consumers for their review and they have days within which to cancel the coverage for a full refund if dissatisfiedIf [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided As far as the rust is concerned, contrary to common views, stainless steel may rust Stainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe Specialty Steel Industry of [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for several reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 7, 8, and of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust (except for the burners) since it is considered to be corrosion and preventable as illustrated above Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in timeFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our records A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesyAs a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet itemsThe offer is only valid for days from the date of this letter; after that, it will be null and voidShould [redacted] wish to accept our offer, I may be reached during business hours via email at [redacted] Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file We apologize to [redacted] 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]
Tell us why here...October 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Kimberly [redacted] Via: n [redacted] chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe went to Ms [redacted] home on 10/04/and are replacing parts, which have been ordered and will arrive in 2-weeks, at that time we will install the parts to repair If you have any questions or concerns, please contact me at 800-222- [redacted] x ***, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Kimberly [redacted] /1st Class Postage
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing MsH [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to MsH [redacted] needing to change out the outlet in her residenceWe would like to clarify that we gladly sent out delivery drivers to complete the hook ups within days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residenceIn MsH [redacted] case, it’s been over months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completedAt this time, we have closed our files.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because:Here we go again Ms [redacted] does not address anything I have mentioned in the previous responseShe fails to reveal who ''us'' is for granting a replacementAgain I had to wait for the repair man on the 15th and each time they come out they say that there have been many repairs on the same washer I have with other customers.Ms [redacted] does not want to back down and sees this particular claim and probably many other complaints as simply black and white and she has no gray area.How about I trade my washer for Ms [redacted] washer and when it breaks down I will call her to APOLOGIZE! She can go to the laundry mat, she can carry the heavy load, she can spend $each time she goes.It looks like this is her last word on it with her letter back ''we have closed our file''If she thinks this is the end of this she'd be wrongI will pursue this even if it takes going to small claimsI thought we could come to an agreement without going that routeMore money spent on both sides but oh wellIt is really sad when I think back to many years ago when Sears was top notch and the best storeI don't know or care how old Ms [redacted] is but she obviously has not heard the term ''the customer is always right''Sure there are customers who abuse the system but I happen to NOT be one of themI really felt that Sears would take of their customersI don't know why Ms [redacted] only mentions of the times of service calls to my homeJust because it did not happen in a month period does not dismiss the fact that this washer is worthlessMs [redacted] THERE HAVE BEEN FIVE (5) REPAIRS IN A 1/years.Yes I am dissatisfied with her answer back but like I have said I will not give upI will not shop at Sears anymore and I've advised my family and friend's to do the sameWe are a family that sticks together.Perhaps Ms [redacted] is not approving this transaction because Sears/Kmart's are closing storesShe tells me I have until December 31, to file another claim and then and only then can I get a new washerMaybe that is not such a bad deal, the odds seem to be in my favor according to my repair track record.Ms [redacted] as you can see I do not agree and I think Ms [redacted] does not care about ALL the problems I've hadShe sounds like a broken record (another old term) yes I am a senior.I do not agree with her assessmentI will make it clear I AM NOT GOING TO GIVE UP! Thank you Sincerely, [redacted]
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : This letter will acknowledge that this matter is still under investigation Sears’ records show that Ms [redacted] purchased the refrigerator in question on June 11, 2015, and delivery to a third party, Grace [redacted] , was completed on June 15, We did not receive any contact from Ms [redacted] or Ms [redacted] after this date until Ms [redacted] called sears.com customer service on May 23, It appears that Ms [redacted] was informed that delivery was completed, but then suggested that a different appliance order was not refunded Due to the amount of time that has passed and the fact that our delivery records show that the refrigerator was delivered to the intended recipient, we have forwarded Ms [redacted] ’s request to our Loss Prevention Department for further investigation As such, more time is needed to allow them to respond Ms [redacted] will receive a response outlining Sears’ position on the complaint once the investigation is complete Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Complaint: [redacted] I am rejecting this response because: Simply my terms were not metMs [redacted] was rude, snide, and hostileuntil she caught herself mid-sentenceThough she was dead silent when I discussed losing over $worth of foodShe was all businessit was about placating me and sweeping this matter under the rugWhich is something Customer Solution dept of Sears also tried to doShe stated she was trying to fix thingsYou cannot fix being without a proper running refrigerator from May to AugustThe fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down applianceand complete lack of respect and customer service is appalling.We paid $for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months agoNo one has ever sincerely apologizedI simply listened to her state facts.You have days to go pick another refrigerator, If it cost less than $than you just lose that money, if it cost more then you must pay the difference and the taxSince the refrigerators are no longer new modelsIt cost $2538.99...meaning we lost $ Add the $4.4cu fridge we had to purchase just surviveThe tons of pound bags of ice in an ice chestAnd the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com Sincerely, [redacted]
July 31, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she had a year Master Protection Agreement upgraded to a three year contract and her contention that this should be honoredWe would first like to note that if we did in fact send Ms [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollarsIt could though have attempted to sell her a Repair Agreement (RPA)When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed toIf the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPAThis agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a month periodAlso, any comparable replacement is capped at no more than $where the MPA does not have a limitBecause the benefits are less, the price is less, and we think this might have been the second offer Ms [redacted] would have received with the lower cost overall but for a longer length of time With that said, our agent would generally not provide an MPA for the lower price of the RPAOur records indicate that Ms [redacted] contacted us May 3, 2015, and purchased the year MPA for $with the tax and she charged this to her [redacted] ending in ***We then show she called back on May 20, 2015, and the agent noted that Ms [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks beforeHer [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms [redacted] If she did not receive this refund, then she is welcome to provide us with the full digit account number and we would be able to see who exactly rang her up and any refunds that were issuedIf we show she was charged, and never refunded, then we could have the coverage reinstatedHowever, if all we have is the charge and then the refund, Ms [redacted] would need to submit some type of receipt showing we charged her again through another meansIf she does not still have the receipts, then if she provides us with all digits of whatever card she used, we should be able to find any charges associated with that card numberIf we cannot locate the purchase and Ms [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA)It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchaseIf Ms [redacted] is interested in purchasing one of these, we would be happy to go over the details with herAt this time, since we have explained that we do not show we ever retained any monies and that Ms [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] [redacted] claim number is [redacted] and his adjuster is [redacted] ***, who may be reached during business hours at ( [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted] , has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim [redacted] may be reached during business hours at ( [redacted] As ***d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted] 's protocolWe 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 Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: We have spent $total on ice so the $they are sending me won't cover it I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just months as offered I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed I am in the process of making my food loss list and will forward it soon Sincerely, Georgelyn I***
December 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We have provided a resolution that we feel [redacted] will find satisfactoryWe ask that [redacted] check his SYWR account balance in hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] 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]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his wall oven First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his wall ovenAfter reviewing Mr [redacted] complaint and the notes in our service system, we contacted him to offer a replacement under his Master Protection Agreement After researching Mr [redacted] current oven, we authorized him $2,towards the purchase of a new oven from Sears Mr [redacted] apparently misunderstood the replacement process and he purchased a wall oven through Sears.com; expecting that the authorization amount would be automatically credited to his account The misunderstanding was resolved when a refund in the amount of $2,was processed to Mr [redacted] Sears [redacted] on April 20, 2017, and the transaction was re-rung using the authorization; Mr [redacted] paid an additional $for the new oven since it cost more than the amount he was authorized The new oven was delivered on April 17, 2017, and it is our understanding that Mr [redacted] is satisfied with the resolution we provided Accordingly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ October 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide repair on the date scheduled It is unfortunate that we failed Ms [redacted] expectations when she recently requested a repair from SearsWe value her patronage and can understand how the series of events noted in her complaint has caused her frustrationAs clarification, Sears Protection Agreements do not promise that repair will be completed within a specific time or periodThe two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitWe are aware that this can be frustrating for some customers and we are pursuing solutions that will provide better options to them when a part may need to be ordered to complete a repairWith that having been said, we can assure Ms[redacted] that we do not take her issue lightly or approve of any unnecessary delay to a repairHer concerns have been forwarded to management so that future problems of this nature may be avertedIf Ms[redacted] has any questions about her Protection Agreements or would like to request a refund, she will need to contact Sears Protection Agreement Benefits Administration directly, at XXX-XXX-XXXX, to receive assistanceAt this time, Sears Member Services can only reiterate that we truly regret any inconvenience Ms[redacted] may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and provided her with a direct contact to assist with her Protection Agreement refund request 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because:Yes, we received the refund, but Chanda the manager failed to mention that it was mentioned to us from Krystal that she would not be able to process a refund without Chanda being there at the storeHmmm, seems kinda odd that the next morning, Krystal gave us a refund without Chanda being at the store ?? My wife lost a days worth of pay, having to take off to go back to Sears optical dept to resolve Sincerely, Edward [redacted]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal [redacted] contacted me on February 29, and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as isCorrespondingly, a credit for $was issued today and it should reflect on her account within 3-business days In light of the aforementioned information, we respectfully ask that this matter remain closedWe 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me Sincerely, Lisa [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
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
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]
(The consumer indicated he/she ACCEPTED the response from the business.) They fulfilled their commitment, in regard to their warranty, by replacing the refrigerator with a new one
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochureAdditionally, a full copy is mailed to consumers for their review and they have days within which to cancel the coverage for a full refund if dissatisfiedIf [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided As far as the rust is concerned, contrary to common views, stainless steel may rust Stainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe Specialty Steel Industry of [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for several reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 7, 8, and of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust (except for the burners) since it is considered to be corrosion and preventable as illustrated above Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in timeFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our records A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesyAs a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet itemsThe offer is only valid for days from the date of this letter; after that, it will be null and voidShould [redacted] wish to accept our offer, I may be reached during business hours via email at [redacted] Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file We apologize to [redacted] 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]
Tell us why here...October 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Kimberly [redacted] Via: n [redacted] chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe went to Ms [redacted] home on 10/04/and are replacing parts, which have been ordered and will arrive in 2-weeks, at that time we will install the parts to repair If you have any questions or concerns, please contact me at 800-222- [redacted] x ***, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Kimberly [redacted] /1st Class Postage
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing MsH [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to MsH [redacted] needing to change out the outlet in her residenceWe would like to clarify that we gladly sent out delivery drivers to complete the hook ups within days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residenceIn MsH [redacted] case, it’s been over months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completedAt this time, we have closed our files.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because:Here we go again Ms [redacted] does not address anything I have mentioned in the previous responseShe fails to reveal who ''us'' is for granting a replacementAgain I had to wait for the repair man on the 15th and each time they come out they say that there have been many repairs on the same washer I have with other customers.Ms [redacted] does not want to back down and sees this particular claim and probably many other complaints as simply black and white and she has no gray area.How about I trade my washer for Ms [redacted] washer and when it breaks down I will call her to APOLOGIZE! She can go to the laundry mat, she can carry the heavy load, she can spend $each time she goes.It looks like this is her last word on it with her letter back ''we have closed our file''If she thinks this is the end of this she'd be wrongI will pursue this even if it takes going to small claimsI thought we could come to an agreement without going that routeMore money spent on both sides but oh wellIt is really sad when I think back to many years ago when Sears was top notch and the best storeI don't know or care how old Ms [redacted] is but she obviously has not heard the term ''the customer is always right''Sure there are customers who abuse the system but I happen to NOT be one of themI really felt that Sears would take of their customersI don't know why Ms [redacted] only mentions of the times of service calls to my homeJust because it did not happen in a month period does not dismiss the fact that this washer is worthlessMs [redacted] THERE HAVE BEEN FIVE (5) REPAIRS IN A 1/years.Yes I am dissatisfied with her answer back but like I have said I will not give upI will not shop at Sears anymore and I've advised my family and friend's to do the sameWe are a family that sticks together.Perhaps Ms [redacted] is not approving this transaction because Sears/Kmart's are closing storesShe tells me I have until December 31, to file another claim and then and only then can I get a new washerMaybe that is not such a bad deal, the odds seem to be in my favor according to my repair track record.Ms [redacted] as you can see I do not agree and I think Ms [redacted] does not care about ALL the problems I've hadShe sounds like a broken record (another old term) yes I am a senior.I do not agree with her assessmentI will make it clear I AM NOT GOING TO GIVE UP! Thank you Sincerely, [redacted]
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : This letter will acknowledge that this matter is still under investigation Sears’ records show that Ms [redacted] purchased the refrigerator in question on June 11, 2015, and delivery to a third party, Grace [redacted] , was completed on June 15, We did not receive any contact from Ms [redacted] or Ms [redacted] after this date until Ms [redacted] called sears.com customer service on May 23, It appears that Ms [redacted] was informed that delivery was completed, but then suggested that a different appliance order was not refunded Due to the amount of time that has passed and the fact that our delivery records show that the refrigerator was delivered to the intended recipient, we have forwarded Ms [redacted] ’s request to our Loss Prevention Department for further investigation As such, more time is needed to allow them to respond Ms [redacted] will receive a response outlining Sears’ position on the complaint once the investigation is complete Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Complaint: [redacted] I am rejecting this response because: Simply my terms were not metMs [redacted] was rude, snide, and hostileuntil she caught herself mid-sentenceThough she was dead silent when I discussed losing over $worth of foodShe was all businessit was about placating me and sweeping this matter under the rugWhich is something Customer Solution dept of Sears also tried to doShe stated she was trying to fix thingsYou cannot fix being without a proper running refrigerator from May to AugustThe fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down applianceand complete lack of respect and customer service is appalling.We paid $for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months agoNo one has ever sincerely apologizedI simply listened to her state facts.You have days to go pick another refrigerator, If it cost less than $than you just lose that money, if it cost more then you must pay the difference and the taxSince the refrigerators are no longer new modelsIt cost $2538.99...meaning we lost $ Add the $4.4cu fridge we had to purchase just surviveThe tons of pound bags of ice in an ice chestAnd the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com Sincerely, [redacted]
July 31, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she had a year Master Protection Agreement upgraded to a three year contract and her contention that this should be honoredWe would first like to note that if we did in fact send Ms [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollarsIt could though have attempted to sell her a Repair Agreement (RPA)When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed toIf the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPAThis agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a month periodAlso, any comparable replacement is capped at no more than $where the MPA does not have a limitBecause the benefits are less, the price is less, and we think this might have been the second offer Ms [redacted] would have received with the lower cost overall but for a longer length of time With that said, our agent would generally not provide an MPA for the lower price of the RPAOur records indicate that Ms [redacted] contacted us May 3, 2015, and purchased the year MPA for $with the tax and she charged this to her [redacted] ending in ***We then show she called back on May 20, 2015, and the agent noted that Ms [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks beforeHer [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms [redacted] If she did not receive this refund, then she is welcome to provide us with the full digit account number and we would be able to see who exactly rang her up and any refunds that were issuedIf we show she was charged, and never refunded, then we could have the coverage reinstatedHowever, if all we have is the charge and then the refund, Ms [redacted] would need to submit some type of receipt showing we charged her again through another meansIf she does not still have the receipts, then if she provides us with all digits of whatever card she used, we should be able to find any charges associated with that card numberIf we cannot locate the purchase and Ms [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA)It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchaseIf Ms [redacted] is interested in purchasing one of these, we would be happy to go over the details with herAt this time, since we have explained that we do not show we ever retained any monies and that Ms [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] [redacted] claim number is [redacted] and his adjuster is [redacted] ***, who may be reached during business hours at ( [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted] , has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim [redacted] may be reached during business hours at ( [redacted] As ***d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted] 's protocolWe 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 Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: We have spent $total on ice so the $they are sending me won't cover it I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just months as offered I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed I am in the process of making my food loss list and will forward it soon Sincerely, Georgelyn I***
December 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We have provided a resolution that we feel [redacted] will find satisfactoryWe ask that [redacted] check his SYWR account balance in hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] 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]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his wall oven First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his wall ovenAfter reviewing Mr [redacted] complaint and the notes in our service system, we contacted him to offer a replacement under his Master Protection Agreement After researching Mr [redacted] current oven, we authorized him $2,towards the purchase of a new oven from Sears Mr [redacted] apparently misunderstood the replacement process and he purchased a wall oven through Sears.com; expecting that the authorization amount would be automatically credited to his account The misunderstanding was resolved when a refund in the amount of $2,was processed to Mr [redacted] Sears [redacted] on April 20, 2017, and the transaction was re-rung using the authorization; Mr [redacted] paid an additional $for the new oven since it cost more than the amount he was authorized The new oven was delivered on April 17, 2017, and it is our understanding that Mr [redacted] is satisfied with the resolution we provided Accordingly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) My money was refunded
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ October 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide repair on the date scheduled It is unfortunate that we failed Ms [redacted] expectations when she recently requested a repair from SearsWe value her patronage and can understand how the series of events noted in her complaint has caused her frustrationAs clarification, Sears Protection Agreements do not promise that repair will be completed within a specific time or periodThe two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitWe are aware that this can be frustrating for some customers and we are pursuing solutions that will provide better options to them when a part may need to be ordered to complete a repairWith that having been said, we can assure Ms[redacted] that we do not take her issue lightly or approve of any unnecessary delay to a repairHer concerns have been forwarded to management so that future problems of this nature may be avertedIf Ms[redacted] has any questions about her Protection Agreements or would like to request a refund, she will need to contact Sears Protection Agreement Benefits Administration directly, at XXX-XXX-XXXX, to receive assistanceAt this time, Sears Member Services can only reiterate that we truly regret any inconvenience Ms[redacted] may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and provided her with a direct contact to assist with her Protection Agreement refund request 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because:Yes, we received the refund, but Chanda the manager failed to mention that it was mentioned to us from Krystal that she would not be able to process a refund without Chanda being there at the storeHmmm, seems kinda odd that the next morning, Krystal gave us a refund without Chanda being at the store ?? My wife lost a days worth of pay, having to take off to go back to Sears optical dept to resolve Sincerely, Edward [redacted]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal [redacted] contacted me on February 29, and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as isCorrespondingly, a credit for $was issued today and it should reflect on her account within 3-business days In light of the aforementioned information, we respectfully ask that this matter remain closedWe 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]