November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cynthia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the repair process for her refrigerator As clarification, Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her 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”) Ms [redacted] ’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted We have informed Ms [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensationPage of Ms [redacted] ’s owner’s manual specifically notes that this may be the cause of such an issueIt also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air inWhile Ms [redacted] ’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may existTo date, there has been no evidence of a failure of any kindShould Ms [redacted] wish to schedule an appointment wherein we may do this, I may be reached during business hours via email at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: [redacted] is lying about me not returning her callI returned her call times the first time she told me to ask for someone by the name of [redacted] because she was leavingI did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happenThe next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not availableI called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run aroundThis whole experience has been very frustrating and at this time I have decided to just do business else whereThanks for your time Sincerely, [redacted] ***
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Debra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we were able to confirm that the remaining refund amount was issued back to Ms [redacted] PayPal account on August 26, The credit should post within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since the credit has been processed and we have noted Ms [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
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
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Connie [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding the service experience for her refrigerator It is unfortunate that we failed Ms [redacted] 's expectations with his recent repair experienceWe value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurredUpon receipt of Ms [redacted] 's complaint we found that her refrigerator had been repairedMs [redacted] confirmed that it was in good working orderFor customer satisfaction we offer to provide Ms [redacted] with a three year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to Ms [redacted] we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Odislen [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] scomplaint regarding his dissatisfaction with the problems he encountered when he took his vehicle in to the Sears auto center for tire rotations and balancing Upon receipt of Mr [redacted] s complaint we reached out to Russell [redacted] , Auto Center Manager for Unit 6515, to assist with Mr [redacted] s complaintMr [redacted] investigated and confirmed that the studs and lug nuts were replacedMr [redacted] tried to reach Mr [redacted] to discuss but was not able to make contactMr [redacted] left a voicemail and apologized for the inconvenienceHe also assured Mr [redacted] that the studs and lug nuts were replacedMr [redacted] left his contact information and requested that Mr [redacted] contact him if there was anything else he could assist him withOn August 13, Mr [redacted] confirmed that he received Mr [redacted] 's voicemail and plans on visiting the auto center to discuss his complaint with Mr [redacted] in personWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr [redacted] s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter be closed Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[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
June 26, [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 It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to the local store, we received a response from District Sales Manager [redacted] Fortunately, Ms [redacted] stated that Ms [redacted] had reported receiving her refund checkShould Ms [redacted] have any questions regarding the refund, she may contact the store directly at ( [redacted] 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
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
December 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 recent purchase We have spoken with Mr [redacted] in regard to this issueAs a conciliatory gesture, we offered to provide him with $worth of points to his Shop Your Way Rewards (SYWR) account and he acceptedAccording to our records, the correct item was delivered to Mr [redacted] on December 8, It is our hope that this will provide Mr [redacted] with a sense of closure on this matter 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]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Yeimy G [redacted] - [redacted] Dear [redacted] We have completed our investigation of MsG [redacted] complaint regarding her freezer repair First, we would like to apologize to MsG [redacted] for failing her expectations in regard to her freezer repairUpon researching MsG [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] contacted Sears Home Warranty to assist MsG [redacted] in scheduling an appointmentSears Home Warranty subsequently reported to MsF [redacted] that the repair to MsG [redacted] freezer was completed on December 29, If MsG [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] ** In the interim, as it is our understanding that the freezer is working properly at this time, we have closed our file Again, we apologize to MsG [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
September 29, 2017Bryce [redacted] [redacted] , UT Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce [redacted] @gmail.comDear Mr [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP 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 mannerI spoke to Mrs [redacted] on 9/26/and she confirmed that the work has been completed to her satisfactionShe also agreed to accept our offer of a credit in the amount of $for the delays and inconveniencesThis offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-800-222-extension 5681, or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint SpecialistEnclosure: cc: Revdex.com via Website
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]
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
January 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shawnae CNewman- [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item from her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and confirmed that a refund of $was issued to her PayPal account and $in points was returned to her Shop Your Way Rewards account on January 11, Ms [redacted] is welcome to contact kmart.com if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] rebuttal Our records reflect that we sent MsH [redacted] a gift card for the value of the oven or $146.46, on July 19, As such, we have fulfilled the terms of her manufacturer’s warranty and we have closed our file 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] searshc.com
October 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Parts Direct First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent part order he placed Upon receiving Mr [redacted] complaint, we contacted Parts Direct for further assistance [redacted] with Parts Direct responded that in accordance with Mr [redacted] request, a full refund for the part was issued Mr [redacted] should see a credit post to his account in the next three to five business days With that said, since we have documented Mr [redacted] concerns with the ordering process and issued the aforementioned refund, 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.) I have accepted the offer of a month protection agreement to cover any additional problems / repairs to my fridge that may be needed within that timeframe
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation regarding Ms [redacted] complaint regarding her shed District Manager [redacted] provided the following response: We have provided Ms [redacted] with a refund as well as a gift card as a conciliatory gestureMs [redacted] indicated that this resolution met with her approvalAccordingly, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cynthia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the repair process for her refrigerator As clarification, Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her 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”) Ms [redacted] ’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted We have informed Ms [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensationPage of Ms [redacted] ’s owner’s manual specifically notes that this may be the cause of such an issueIt also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air inWhile Ms [redacted] ’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may existTo date, there has been no evidence of a failure of any kindShould Ms [redacted] wish to schedule an appointment wherein we may do this, I may be reached during business hours via email at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: [redacted] is lying about me not returning her callI returned her call times the first time she told me to ask for someone by the name of [redacted] because she was leavingI did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happenThe next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not availableI called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run aroundThis whole experience has been very frustrating and at this time I have decided to just do business else whereThanks for your time Sincerely, [redacted] ***
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Debra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we were able to confirm that the remaining refund amount was issued back to Ms [redacted] PayPal account on August 26, The credit should post within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since the credit has been processed and we have noted Ms [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
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
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Connie [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding the service experience for her refrigerator It is unfortunate that we failed Ms [redacted] 's expectations with his recent repair experienceWe value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurredUpon receipt of Ms [redacted] 's complaint we found that her refrigerator had been repairedMs [redacted] confirmed that it was in good working orderFor customer satisfaction we offer to provide Ms [redacted] with a three year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to Ms [redacted] we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Odislen [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] scomplaint regarding his dissatisfaction with the problems he encountered when he took his vehicle in to the Sears auto center for tire rotations and balancing Upon receipt of Mr [redacted] s complaint we reached out to Russell [redacted] , Auto Center Manager for Unit 6515, to assist with Mr [redacted] s complaintMr [redacted] investigated and confirmed that the studs and lug nuts were replacedMr [redacted] tried to reach Mr [redacted] to discuss but was not able to make contactMr [redacted] left a voicemail and apologized for the inconvenienceHe also assured Mr [redacted] that the studs and lug nuts were replacedMr [redacted] left his contact information and requested that Mr [redacted] contact him if there was anything else he could assist him withOn August 13, Mr [redacted] confirmed that he received Mr [redacted] 's voicemail and plans on visiting the auto center to discuss his complaint with Mr [redacted] in personWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr [redacted] s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter be closed Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[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
June 26, [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 It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to the local store, we received a response from District Sales Manager [redacted] Fortunately, Ms [redacted] stated that Ms [redacted] had reported receiving her refund checkShould Ms [redacted] have any questions regarding the refund, she may contact the store directly at ( [redacted] 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
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
December 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 recent purchase We have spoken with Mr [redacted] in regard to this issueAs a conciliatory gesture, we offered to provide him with $worth of points to his Shop Your Way Rewards (SYWR) account and he acceptedAccording to our records, the correct item was delivered to Mr [redacted] on December 8, It is our hope that this will provide Mr [redacted] with a sense of closure on this matter 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]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Yeimy G [redacted] - [redacted] Dear [redacted] We have completed our investigation of MsG [redacted] complaint regarding her freezer repair First, we would like to apologize to MsG [redacted] for failing her expectations in regard to her freezer repairUpon researching MsG [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] contacted Sears Home Warranty to assist MsG [redacted] in scheduling an appointmentSears Home Warranty subsequently reported to MsF [redacted] that the repair to MsG [redacted] freezer was completed on December 29, If MsG [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] ** In the interim, as it is our understanding that the freezer is working properly at this time, we have closed our file Again, we apologize to MsG [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
September 29, 2017Bryce [redacted] [redacted] , UT Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce [redacted] @gmail.comDear Mr [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP 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 mannerI spoke to Mrs [redacted] on 9/26/and she confirmed that the work has been completed to her satisfactionShe also agreed to accept our offer of a credit in the amount of $for the delays and inconveniencesThis offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-800-222-extension 5681, or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint SpecialistEnclosure: cc: Revdex.com via Website
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]
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
January 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shawnae CNewman- [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item from her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and confirmed that a refund of $was issued to her PayPal account and $in points was returned to her Shop Your Way Rewards account on January 11, Ms [redacted] is welcome to contact kmart.com if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] rebuttal Our records reflect that we sent MsH [redacted] a gift card for the value of the oven or $146.46, on July 19, As such, we have fulfilled the terms of her manufacturer’s warranty and we have closed our file 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] searshc.com
October 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Parts Direct First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent part order he placed Upon receiving Mr [redacted] complaint, we contacted Parts Direct for further assistance [redacted] with Parts Direct responded that in accordance with Mr [redacted] request, a full refund for the part was issued Mr [redacted] should see a credit post to his account in the next three to five business days With that said, since we have documented Mr [redacted] concerns with the ordering process and issued the aforementioned refund, 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.) I have accepted the offer of a month protection agreement to cover any additional problems / repairs to my fridge that may be needed within that timeframe
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation regarding Ms [redacted] complaint regarding her shed District Manager [redacted] provided the following response: We have provided Ms [redacted] with a refund as well as a gift card as a conciliatory gestureMs [redacted] indicated that this resolution met with her approvalAccordingly, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]