[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the installation of a dishwasher [redacted] , Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with the local District Contractor Manager regarding Mr [redacted] request that the installers wear shoe covering and ensure that no dirt is brtought in the homeThat said an appointment has been schedulked to have the dishwasher installed on Tuesday, January 31, from 9-After the unit has been installed I will follow up with Mr [redacted] to ensure his satisfactionWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 26, [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 recent online order experience It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAfter reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hoor Leave-in-Box DeliveryIf basic hook up was selected then the next screen would take the member to select a hoseThe following screen gives the option to choose an agreementFinally, the review screen gives the member an opportunity to edit the purchase if neededUnfortunately, basic hook up was not selectedHowever, we confirmed with Mr [redacted] that the delivery department did remove the washer from the box and brought the unit in the houseThe washer is currently hooked up therefore; we processed a discount of $which will go back to his Sears [redacted] account and $back to his Shop Your Way Reward accountAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and 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
February 6, [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 dissatisfaction with the multiple repairs on the ice maker of his refrigerator and his request to replace the ice maker at no charge Upon receipt of Mr [redacted] complaint we reviewed the service history and technician’s notes related to the repair of his refrigeratorAccording to our records, Mr [redacted] purchased the refrigerator on August 25, along with year protection agreement that expired on August 28, We would like to note, that there is no prior history on the refrigerator until Mr [redacted] contacted us on August 20, to report that there was ice buion the harvesterService was scheduled for August 29, and our technician repaired the air gap between the ice maker and the cabinet; service was completed at no charge under the protection agreementOn August 31, Mr [redacted] called again and reported that the refrigerator was having the same issueAt this time, the protection agreement coverage on the refrigerator had expiredHowever, Sears has a 90-day service guarantee and we schedule to return on September 3, Our technician defrosted the refrigerator and repaired the air gap issue; the repair was completed at no charge Mr [redacted] mentioned in his complaint that he contacted us again on January 11, regarding the ice maker issueHe stated that the contract department was unable to locate his purchase of the refrigeratorThe phone number that Mr [redacted] provided on his complaint does not list a refrigerator purchase; however, we researched and found the refrigerator purchase listed under the same address but with a different phone numberRegrettably, his protection agreement expired on August 28, and he did not renew the agreementSince our 90-day service guarantee has also expired, Mr [redacted] request for an ice maker replacement at no charge has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return 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 Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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 blade on May 7, 2016, and then tried to return it on June 2016, he was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe 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 Mr [redacted] , 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 Mr [redacted] request 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]
May 26, [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 dissatisfaction with the repair process for his air conditioner As clarification, Ms [redacted] had a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr [redacted] air conditioner had not been deemed un-repairable, nor had it met the other criteria noted above wherein a replacement may be grantedIn fact, on multiple occasions, the item was found to be functioning properly as no leaks were detectedOnly one major repair was needed when the coil was replaced on June 9, As of February 9, 2017, Mr [redacted] let his MPA coverage elapseThe last time Mr [redacted] had an actual repair appointment prior to the expiration was on October 13, and it was simply a preventative maintenance checkNo malfunctions were foundSince Mr [redacted] failed to renews his MPA prior to the expiration date, any repair or replacement costs would now be his responsibilityIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the day warranty runs out?? This is the worse example of "customer service" Sincerely, [redacted] ***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] s complaint alleging that he was informed that the Repair Protection Agreement (RPA) provided a benefit of free annual maintenance and in-home service visits We would like to clarify that our RPA’s have never come with coverage for free maintenance or check-ups, and lawn equipment only qualifies for RPA contractsSo while we do have a Master Protection Agreement (MPA) that gives annual maintenance, that contract has never been available for purchase on lawn and garden equipmentA MPA is only available for appliances, so there would not have been any reason for a sales associate to advise Mr [redacted] that his RPA would provide this benefitMr [redacted] did purchase a MPA for his dishwasher, and the annual maintenance benefit is available for that appliance We contacted Mr [redacted] and discussed the agreement coverageHe confirmed that he was provided a copy of the agreement termsWe advised Mr [redacted] that the agreement for his snow thrower does include in-home service visits; however, his lawn mower is considered a caritem and he would have to drop it off for repairWe offered to schedule a service appointment for an in-home visit if the snow thrower needed a repairMr [redacted] stated that the snow thrower did not need to be serviced at this time Mr [redacted] inquired about the repair estimate for the lawn mowerHe alleges that when he was sold the RPA and he was told it would cover everythingWe reviewed the service order notes and the technician noted that the crank shaft is bent causing the unit to vibrateAs clarification, the only way to break or bend the crankshaft is by having the blade come into contact with something hard enough that it stops the crankshaft so suddenly it breaksThis is considered customer misuse and is not covered by any manufacturer or service contractMr [redacted] has agreed to pay for the repair of the lawn mowerAs a good-will gesture, we have offered Mr [redacted] the option of a discount towards the purchase of a new lawn mower from SearsIn the interim, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file pending a response from Mr [redacted] 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the seller of Mr [redacted] item and they have agreed to issue a refund if he will ship the item backWe want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibilityThe item should be unused and the tags should be attachedThe package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr [redacted] should be in includedIf it is not insured and it is lost, the seller will not be responsible for issuing the refundThe return address is: Irene Addo [redacted] In closing, we want to assure Mr [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will applyIn the interim, since we have made arrangements to fulfill Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $Which is the total for over draft chargesSo I guess Sears whensTotal [redacted] *** Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBarbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms [redacted] ’s home to diagnose her complaint that her refrigerator/freezer was not coolingThe technician arrived at the home on September 20, and found the interior temperatures properThe unit was operating as designedThere were no parts used and the call was closedMs [redacted] feels her refrigerator will fail and she would like it to be replacedWe feel it is important to remind Ms [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repairedSince we have not found any problems with the refrigerator, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Lois C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with the multiple repairs on her refrigerator and her request for a replacement Firstly we would like to apologize for the inconvenience and disappointment that MsC [redacted] may have experienced due to the multiple attempts to repair the ice maker issueAccording to our records, the most recent repair was completed on August 25, We contacted MsC [redacted] and she confirmed that the ice maker has been working fine since the last repairTo provide MsC [redacted] additional assurance, we offered to add a one year protection agreement on the refrigerator that would cover parts and labor; at no additional chargeMsC [redacted] accepted the offer and the coverage will begin on December 31, and expire on December 31, With that being said, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to have the merchandise picked up and a new watch shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued an electronic return label for Ms [redacted] to ship the item backTo resolve this matter, we have processed a full refund of $back to her Visa account on December 22, For Ms [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and 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
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] ' complaint regarding a washer purchased from Sears Outlet in Palmdale The Sears Outlet in Palmdale has exchanged Ms [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, On Monday, April 13, 2015, I contacted Ms [redacted] who confirmed the delivery of the new washerSince we have exchanged Ms [redacted] washer, we respectfully request that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Cody [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***' complaint regarding his recent online order It is unfortunate that we failed Mr***' expectations as we value his patronageWe apologize for the events that Mr [redacted] detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, our records show that the refund was corrected on September 3, 2015, for $on return receipt number Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have confirmed the refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I had to go out and find the parts to put my tool box together I was lied to several times by the people at sears and it took me turning them into the Revdex.com before they would even acknowledge that they were in the wrongAfter this experience with sears I will never do business with them again and I will tell anyone that I know not to do business with themThe store in quincy, IL where I originally purchased the tool boxes told me on more than one occasion we cant get ahold of anyone right now but give us your phone number and we will call you backNot one time did they ever call me back it was always me waiting around for three or four days and then I would call them backThe first time I called I was speaking with the person who sold me the tool boxes and he was talking to me and the manager both about the incedent that according to them they had no record of but anyway the whole time were on the phone the managers in the background saying he better have a receipt or were not going to do anything about itHe actually said that at least three times and maybe more but I know for sure threeI have always been an honest person and tried to do the right thing all of my life and when someone basically accuses me of lying and trying to get something from them for nothing I have no use for them, and then they want to call me out of the blue and offer to pay for my receipts that I had purchased the parts to put my boxes together that I paid for and they didn't give me in the first placeI don't think im going to except there apologie Sears are basically a bunch of thieves and they don't want to deal with you after you give them your money Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Patrice G [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and incorrect refund Adam [redacted] , Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter speaking with Ms [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layawayWe advised that we would honor the same July 4th sale and resolve the issue with the refund check Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction at having other retailers sell items on our sears.com website and our inability to provide the promotions that apply to Sears purchases to purchases made from those other retailers As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesSince Ms [redacted] bought this item from a third party seller, [redacted] Shoes, she is subject to their return policy and any issues with the order would need to be addressed with themAs of yesterday, we were informed that [redacted] Shoes had provided a return shipping addressHowever, Ms [redacted] would be responsible for the return shipping costs and the initial shipping fee likely as well depending in [redacted] Shoe’s return policy termsAs a one-time courtesy, we have provided a credit to [redacted] account for $and she can do what she wishes with the shoes This credit should reflect within 5-business days In closure, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint 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, [redacted] D [redacted] [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] – Timothy L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and the failure of a refrigerator he purchased from Sears It is unfortunate that we failed Mr [redacted] ’s expectations when he recently contacted Sears for assistance with his refrigeratorWe value Mr [redacted] ’s patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that Mr [redacted] has already been assisted by Strategic Member Support and his Case Manager is Juliana [redacted] Although Mr [redacted] did not purchase a Protection Agreement that would offer replacement outside of the manufacturer’s warranty terms, which state the manufacturer will cover the cost of as many repairs as necessary to keep the item in working order for the first year of ownership, Ms [redacted] offered to exchange the refrigerator as a good will gesture Mr [redacted] accepted this offer and is currently awaiting delivery of his new refrigerator His request for compensation has been forwarded to Ms [redacted] Mr [redacted] is welcome to contact Ms [redacted] at 1- [redacted] extension with any further questions or concerns he may have concerning this issue At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed in the interim, since we have approved Mr [redacted] ’s request for a replacement refrigerator and he has been assigned a direct point of contact within our Member Services Organization We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Kyra [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] ’s‘s complaint regarding service under her Sears Home Warranty We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country Home Services who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to complete our research In the interim, should Ms [redacted] have any questions, she may contact me directly at 512- [redacted] We apologize again 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 512-[redacted] *irect [redacted] [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the installation of a dishwasher [redacted] , Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with the local District Contractor Manager regarding Mr [redacted] request that the installers wear shoe covering and ensure that no dirt is brtought in the homeThat said an appointment has been schedulked to have the dishwasher installed on Tuesday, January 31, from 9-After the unit has been installed I will follow up with Mr [redacted] to ensure his satisfactionWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 26, [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 recent online order experience It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAfter reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hoor Leave-in-Box DeliveryIf basic hook up was selected then the next screen would take the member to select a hoseThe following screen gives the option to choose an agreementFinally, the review screen gives the member an opportunity to edit the purchase if neededUnfortunately, basic hook up was not selectedHowever, we confirmed with Mr [redacted] that the delivery department did remove the washer from the box and brought the unit in the houseThe washer is currently hooked up therefore; we processed a discount of $which will go back to his Sears [redacted] account and $back to his Shop Your Way Reward accountAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and 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
February 6, [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 dissatisfaction with the multiple repairs on the ice maker of his refrigerator and his request to replace the ice maker at no charge Upon receipt of Mr [redacted] complaint we reviewed the service history and technician’s notes related to the repair of his refrigeratorAccording to our records, Mr [redacted] purchased the refrigerator on August 25, along with year protection agreement that expired on August 28, We would like to note, that there is no prior history on the refrigerator until Mr [redacted] contacted us on August 20, to report that there was ice buion the harvesterService was scheduled for August 29, and our technician repaired the air gap between the ice maker and the cabinet; service was completed at no charge under the protection agreementOn August 31, Mr [redacted] called again and reported that the refrigerator was having the same issueAt this time, the protection agreement coverage on the refrigerator had expiredHowever, Sears has a 90-day service guarantee and we schedule to return on September 3, Our technician defrosted the refrigerator and repaired the air gap issue; the repair was completed at no charge Mr [redacted] mentioned in his complaint that he contacted us again on January 11, regarding the ice maker issueHe stated that the contract department was unable to locate his purchase of the refrigeratorThe phone number that Mr [redacted] provided on his complaint does not list a refrigerator purchase; however, we researched and found the refrigerator purchase listed under the same address but with a different phone numberRegrettably, his protection agreement expired on August 28, and he did not renew the agreementSince our 90-day service guarantee has also expired, Mr [redacted] request for an ice maker replacement at no charge has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return 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 Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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 blade on May 7, 2016, and then tried to return it on June 2016, he was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe 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 Mr [redacted] , 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 Mr [redacted] request 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]
May 26, [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 dissatisfaction with the repair process for his air conditioner As clarification, Ms [redacted] had a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr [redacted] air conditioner had not been deemed un-repairable, nor had it met the other criteria noted above wherein a replacement may be grantedIn fact, on multiple occasions, the item was found to be functioning properly as no leaks were detectedOnly one major repair was needed when the coil was replaced on June 9, As of February 9, 2017, Mr [redacted] let his MPA coverage elapseThe last time Mr [redacted] had an actual repair appointment prior to the expiration was on October 13, and it was simply a preventative maintenance checkNo malfunctions were foundSince Mr [redacted] failed to renews his MPA prior to the expiration date, any repair or replacement costs would now be his responsibilityIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the day warranty runs out?? This is the worse example of "customer service" Sincerely, [redacted] ***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] s complaint alleging that he was informed that the Repair Protection Agreement (RPA) provided a benefit of free annual maintenance and in-home service visits We would like to clarify that our RPA’s have never come with coverage for free maintenance or check-ups, and lawn equipment only qualifies for RPA contractsSo while we do have a Master Protection Agreement (MPA) that gives annual maintenance, that contract has never been available for purchase on lawn and garden equipmentA MPA is only available for appliances, so there would not have been any reason for a sales associate to advise Mr [redacted] that his RPA would provide this benefitMr [redacted] did purchase a MPA for his dishwasher, and the annual maintenance benefit is available for that appliance We contacted Mr [redacted] and discussed the agreement coverageHe confirmed that he was provided a copy of the agreement termsWe advised Mr [redacted] that the agreement for his snow thrower does include in-home service visits; however, his lawn mower is considered a caritem and he would have to drop it off for repairWe offered to schedule a service appointment for an in-home visit if the snow thrower needed a repairMr [redacted] stated that the snow thrower did not need to be serviced at this time Mr [redacted] inquired about the repair estimate for the lawn mowerHe alleges that when he was sold the RPA and he was told it would cover everythingWe reviewed the service order notes and the technician noted that the crank shaft is bent causing the unit to vibrateAs clarification, the only way to break or bend the crankshaft is by having the blade come into contact with something hard enough that it stops the crankshaft so suddenly it breaksThis is considered customer misuse and is not covered by any manufacturer or service contractMr [redacted] has agreed to pay for the repair of the lawn mowerAs a good-will gesture, we have offered Mr [redacted] the option of a discount towards the purchase of a new lawn mower from SearsIn the interim, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file pending a response from Mr [redacted] 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the seller of Mr [redacted] item and they have agreed to issue a refund if he will ship the item backWe want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibilityThe item should be unused and the tags should be attachedThe package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr [redacted] should be in includedIf it is not insured and it is lost, the seller will not be responsible for issuing the refundThe return address is: Irene Addo [redacted] In closing, we want to assure Mr [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will applyIn the interim, since we have made arrangements to fulfill Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $Which is the total for over draft chargesSo I guess Sears whensTotal [redacted] *** Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBarbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms [redacted] ’s home to diagnose her complaint that her refrigerator/freezer was not coolingThe technician arrived at the home on September 20, and found the interior temperatures properThe unit was operating as designedThere were no parts used and the call was closedMs [redacted] feels her refrigerator will fail and she would like it to be replacedWe feel it is important to remind Ms [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repairedSince we have not found any problems with the refrigerator, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Lois C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with the multiple repairs on her refrigerator and her request for a replacement Firstly we would like to apologize for the inconvenience and disappointment that MsC [redacted] may have experienced due to the multiple attempts to repair the ice maker issueAccording to our records, the most recent repair was completed on August 25, We contacted MsC [redacted] and she confirmed that the ice maker has been working fine since the last repairTo provide MsC [redacted] additional assurance, we offered to add a one year protection agreement on the refrigerator that would cover parts and labor; at no additional chargeMsC [redacted] accepted the offer and the coverage will begin on December 31, and expire on December 31, With that being said, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to have the merchandise picked up and a new watch shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued an electronic return label for Ms [redacted] to ship the item backTo resolve this matter, we have processed a full refund of $back to her Visa account on December 22, For Ms [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and 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
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] ' complaint regarding a washer purchased from Sears Outlet in Palmdale The Sears Outlet in Palmdale has exchanged Ms [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, On Monday, April 13, 2015, I contacted Ms [redacted] who confirmed the delivery of the new washerSince we have exchanged Ms [redacted] washer, we respectfully request that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Cody [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***' complaint regarding his recent online order It is unfortunate that we failed Mr***' expectations as we value his patronageWe apologize for the events that Mr [redacted] detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, our records show that the refund was corrected on September 3, 2015, for $on return receipt number Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have confirmed the refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I had to go out and find the parts to put my tool box together I was lied to several times by the people at sears and it took me turning them into the Revdex.com before they would even acknowledge that they were in the wrongAfter this experience with sears I will never do business with them again and I will tell anyone that I know not to do business with themThe store in quincy, IL where I originally purchased the tool boxes told me on more than one occasion we cant get ahold of anyone right now but give us your phone number and we will call you backNot one time did they ever call me back it was always me waiting around for three or four days and then I would call them backThe first time I called I was speaking with the person who sold me the tool boxes and he was talking to me and the manager both about the incedent that according to them they had no record of but anyway the whole time were on the phone the managers in the background saying he better have a receipt or were not going to do anything about itHe actually said that at least three times and maybe more but I know for sure threeI have always been an honest person and tried to do the right thing all of my life and when someone basically accuses me of lying and trying to get something from them for nothing I have no use for them, and then they want to call me out of the blue and offer to pay for my receipts that I had purchased the parts to put my boxes together that I paid for and they didn't give me in the first placeI don't think im going to except there apologie Sears are basically a bunch of thieves and they don't want to deal with you after you give them your money Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Patrice G [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and incorrect refund Adam [redacted] , Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter speaking with Ms [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layawayWe advised that we would honor the same July 4th sale and resolve the issue with the refund check Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction at having other retailers sell items on our sears.com website and our inability to provide the promotions that apply to Sears purchases to purchases made from those other retailers As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesSince Ms [redacted] bought this item from a third party seller, [redacted] Shoes, she is subject to their return policy and any issues with the order would need to be addressed with themAs of yesterday, we were informed that [redacted] Shoes had provided a return shipping addressHowever, Ms [redacted] would be responsible for the return shipping costs and the initial shipping fee likely as well depending in [redacted] Shoe’s return policy termsAs a one-time courtesy, we have provided a credit to [redacted] account for $and she can do what she wishes with the shoes This credit should reflect within 5-business days In closure, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint 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, [redacted] D [redacted] [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] – Timothy L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and the failure of a refrigerator he purchased from Sears It is unfortunate that we failed Mr [redacted] ’s expectations when he recently contacted Sears for assistance with his refrigeratorWe value Mr [redacted] ’s patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that Mr [redacted] has already been assisted by Strategic Member Support and his Case Manager is Juliana [redacted] Although Mr [redacted] did not purchase a Protection Agreement that would offer replacement outside of the manufacturer’s warranty terms, which state the manufacturer will cover the cost of as many repairs as necessary to keep the item in working order for the first year of ownership, Ms [redacted] offered to exchange the refrigerator as a good will gesture Mr [redacted] accepted this offer and is currently awaiting delivery of his new refrigerator His request for compensation has been forwarded to Ms [redacted] Mr [redacted] is welcome to contact Ms [redacted] at 1- [redacted] extension with any further questions or concerns he may have concerning this issue At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed in the interim, since we have approved Mr [redacted] ’s request for a replacement refrigerator and he has been assigned a direct point of contact within our Member Services Organization We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Kyra [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] ’s‘s complaint regarding service under her Sears Home Warranty We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country Home Services who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to complete our research In the interim, should Ms [redacted] have any questions, she may contact me directly at 512- [redacted] We apologize again 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 512-[redacted] *irect [redacted] [redacted] @searshc.com