Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is The best I will get Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to her portable air conditionerMrs [redacted] has agreed to a buyout of her Master Protection Agreement (MPA) in the amount of $Ms [redacted] will be processing the buyout paperwork and will email it to Mr [redacted] email address noted in his complaintThe paperwork will be emailed by Thursday, February 25, Once the paperwork has been received, Mrs [redacted] has been advised that she needs to print, sign and return the paperwork to the address noted on the paperwork they will be receivingOnce our service contracts office receives the signed paperwork, they will process the check for $425.00, which should be received by the [redacted] within 10-days of processingIf Mrand Mrs [redacted] have any additional concerns, they can email me at [redacted] or call me at [redacted] That said we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Monique MC [redacted] Dear [redacted] We have completed the investigation of MsC***’ complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsC***’ expectations when she recently used Sears layawayWe 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 As clarification, it appears that the address MsC [redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected Our records show that after verification of the status of the check, MsC [redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th We do empathize with MsC***’s situation and feel it is possible that both our store and MsC [redacted] were not aware of how these changes to her information might have delayed 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 MsC [redacted] will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted MsC***’s comments and the appropriate refund 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 G [redacted] Regulatory Complaint Specialist [redacted] ***
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his oven/microwave and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $as a one-time customer courtesy The credit was requested on July 25, 2016, so Mr [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 11, [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 that his tv failed sooner than he expected We apologize that Mr [redacted] tv failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail After reviewing Mr [redacted] service history, our technician states that the screen is cracked by impact which is not covered under the terms of its manufacturer’s warranty or Master Protection Agreement While we understand Mr [redacted] frustration, we are unable to repair the tv under its warranty or Master Protection Agreement Any repair would be done at Mr [redacted] cost That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed Again, 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 Complaints Specialist [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events 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 avertedAfter reviewing the notes in his complaint we found that Sears online issue issued a refund of $back to his Sears [redacted] account ending in [redacted] on May 9, For Mr [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his home air conditioning system Sears Service Contracts Office has approved the replacement of Mr [redacted] home air conditioning systemMr [redacted] from our Sears Service Contracts Office informed Mr [redacted] of the approval on Thursday, May 12, Additionally, Mr [redacted] informed Mr [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process [redacted] will be assisting Mr [redacted] and he can be reached at [redacted] ***Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closedWe 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]
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the reward points earned for the purchase of the washer and dryer were added to the wrong rewards account According to our records, the phone number Ms [redacted] provided on her complaint confirms that a washer and dryer were purchased at our Sears Store in Albany, New YorkThe Shop Your Way Rewards (SYWR) account and the purchase are both listed under [redacted] not Ms***The receipt indicates that 35,reward points were earned on the purchase; equivalent to $We contacted Ms [redacted] and she confirmed that she purchased the appliances for Mr [redacted] using her Sears MasterCard ending in ***We contacted [redacted] , and it was confirmed that Ms [redacted] is the card holderWe advised Ms [redacted] that her SYWR account is linked to her phone number; not to her credit cardIn the future, Ms [redacted] will need to provide the phone number linked to her SYWR account in order to receive the earned points for any purchases from Sears or KmartAs a good-will gesture, we added $worth of points to Ms [redacted] SYWR account Ms [redacted] also stated that the increased payment issue has been resolved with [redacted] With that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAccordingly, we have decided to issue a full refund of $back to his Visa accountMr [redacted] ’s credit should post to his account within to business daysAdditionally, 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, since a full refund has been issued, 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 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Frances [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered when she scheduled service to repair her window AC unit Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Our records indicated that on September 4, the window AC unit was authorized for replacement because the parts were no longer availableMr [redacted] was provided the authorization information and instructions for the replacementMs [redacted] has selected a new unit and it was delivered on 9/12/With that being said, since we have addressed the issues brought forth in Ms***'s complaint we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
September 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Linda K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the multiple service attempts on her washer Upon receipt of Ms***’s complaint we reached out to our service unit to assist with Ms***’s concernThe service order dated August 18, was not updated due to a system failureThe technician confirmed that he was unable to repair the washerMs [redacted] was approved for a warranty replacement on the washerMs [redacted] confirmed that the she has received the replacement washerMs [redacted] also mentioned that the rug that was in her laundry room was missing after the last repairI offered her $worth of Shop Your Way Rewards points so that she can use towards the purchase of a new rugShe accepted the offer and the points were added on September 1, With that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the Craftsman Storage Shed and shelf 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWe would like to note that the return policy is listed below the description of the storage shed she purchased onlineWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warrantySince Ms [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same modelAs a one-time courtesy, we offered to cover the delivery and haul away on the exchangeWe explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issueShe accepted the offer and requested delivery of the storage shed scheduled for August 15, We explained that the shelf was over the day return period and did not qualify for a return or exchangeAs for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receiptWhen the shelf was returned the points were not credited since the system could not relate it to the initial purchaseOn July 19, we manually issued [redacted] SYWR points to Ms [redacted] accountIn the interim, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the delay of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently ordered from sears.comWe value his 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 As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr [redacted] did not reply With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and his 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department and were informed that a check in the amount of $was issued on June 30, via *** We emailed MsP [redacted] on August 17, to confirm if she had received the mailed checkMsP [redacted] responded and stated she has yet to receive itAt this time, the original check was voided and a new check was re-issued on August 18, We ask MsP [redacted] to allow 7-business days to arrive via [redacted] Since we re-issued a new check for MsP***, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O [redacted] F: [redacted] imx integrated member experience
December 15, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway order.It is unfortunate that we failed Ms***’s expectations when she recently used Sears layawayWe value Ms***’s patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review As a result of this action, we revealed that Ms Burk’s layaway orders were cancelled due to late or non-payment In case Ms [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for up to eight or twelve weeks from the date the account is opened Our records indicate that Ms***’s last payment was made on October 14, 2015, and since another payment was not made within days or the day grace period, her order was automatically cancelled by our system on November 5, Cancellation for late or non-payment is an automatic process that cannot be suspended by our associates As such, refunds are also automatically issued by our system and at times may take up to weeks We have confirmed that a refund of $ was issued to Ms***’s Visa account ending in on December 9, Although the fees of $for the layaway and $for cancellation were correctly assessed, we have also refunded the total of $to Ms***’s Visa account as an apology for any misinformation she may have received about her layaway refund With that having been said, our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance is provided to our customer with each layaway account that is opened At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us an 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***’s comments and an equitable resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
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, Heather [redacted]
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Alan T [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding A&E Factory Service First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent dishwasher serviceWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] ’s complaint, we contacted Supervisor Ruben [redacted] with unit for assistance Mr [redacted] responded that a technician re-examined Mr [redacted] ’s dishwasher on August 16, While at Mr [redacted] ’s home, he called Sears Technical Assistance Center (STAC) for further assistance STAC suggested that the technician reset the dishwasher They further advised if the reset did not work, they would recommend replacing two parts After the technician reset the dishwasher, the unit worked Mr [redacted] was presented with an estimate but stated that he would test the unit for a while before making a decision on further repairs Mr [redacted] was not charged for the follservice call With that said, since we have completed the service to Mr [redacted] ’s dishwasher, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services repairs to her garage door opener [redacted] , Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms [redacted] garage door opener have been completedWe apologize to Ms [redacted] for the inconvenience noted in her complaintIf Ms [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms [redacted] repairs, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within hours to schedule an exchange & the electric dryer was returnedI did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refundI waited days and on July 7th I order a gas dryer which was delivered and installed on 7/It is now 7/and I still have not received the refund for the electric dryer that I had to returnI talked to several agents from Sears corporates who told me I should have refund by 7/on 7/a rep from the delivery dept called me to verify my installation was completeI said it was but I still have not received refund for electric dryershe informed me I should have it by 7/Today 7/i called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for minutes with her while she called other departmentsIt took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with bothThat call ended with her telling me she created another case for the refund of the electric dryer and it would be another business day before she gets a response from the appropriate department Sincerely, Ghianni ***
I said I was not happy because as of yet, months later we are still waiting on the door
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is The best I will get Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to her portable air conditionerMrs [redacted] has agreed to a buyout of her Master Protection Agreement (MPA) in the amount of $Ms [redacted] will be processing the buyout paperwork and will email it to Mr [redacted] email address noted in his complaintThe paperwork will be emailed by Thursday, February 25, Once the paperwork has been received, Mrs [redacted] has been advised that she needs to print, sign and return the paperwork to the address noted on the paperwork they will be receivingOnce our service contracts office receives the signed paperwork, they will process the check for $425.00, which should be received by the [redacted] within 10-days of processingIf Mrand Mrs [redacted] have any additional concerns, they can email me at [redacted] or call me at [redacted] That said we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Monique MC [redacted] Dear [redacted] We have completed the investigation of MsC***’ complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsC***’ expectations when she recently used Sears layawayWe 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 As clarification, it appears that the address MsC [redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected Our records show that after verification of the status of the check, MsC [redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th We do empathize with MsC***’s situation and feel it is possible that both our store and MsC [redacted] were not aware of how these changes to her information might have delayed 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 MsC [redacted] will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted MsC***’s comments and the appropriate refund 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 G [redacted] Regulatory Complaint Specialist [redacted] ***
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his oven/microwave and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $as a one-time customer courtesy The credit was requested on July 25, 2016, so Mr [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 11, [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 that his tv failed sooner than he expected We apologize that Mr [redacted] tv failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail After reviewing Mr [redacted] service history, our technician states that the screen is cracked by impact which is not covered under the terms of its manufacturer’s warranty or Master Protection Agreement While we understand Mr [redacted] frustration, we are unable to repair the tv under its warranty or Master Protection Agreement Any repair would be done at Mr [redacted] cost That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed Again, 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 Complaints Specialist [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events 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 avertedAfter reviewing the notes in his complaint we found that Sears online issue issued a refund of $back to his Sears [redacted] account ending in [redacted] on May 9, For Mr [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his home air conditioning system Sears Service Contracts Office has approved the replacement of Mr [redacted] home air conditioning systemMr [redacted] from our Sears Service Contracts Office informed Mr [redacted] of the approval on Thursday, May 12, Additionally, Mr [redacted] informed Mr [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process [redacted] will be assisting Mr [redacted] and he can be reached at [redacted] ***Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closedWe 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]
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the reward points earned for the purchase of the washer and dryer were added to the wrong rewards account According to our records, the phone number Ms [redacted] provided on her complaint confirms that a washer and dryer were purchased at our Sears Store in Albany, New YorkThe Shop Your Way Rewards (SYWR) account and the purchase are both listed under [redacted] not Ms***The receipt indicates that 35,reward points were earned on the purchase; equivalent to $We contacted Ms [redacted] and she confirmed that she purchased the appliances for Mr [redacted] using her Sears MasterCard ending in ***We contacted [redacted] , and it was confirmed that Ms [redacted] is the card holderWe advised Ms [redacted] that her SYWR account is linked to her phone number; not to her credit cardIn the future, Ms [redacted] will need to provide the phone number linked to her SYWR account in order to receive the earned points for any purchases from Sears or KmartAs a good-will gesture, we added $worth of points to Ms [redacted] SYWR account Ms [redacted] also stated that the increased payment issue has been resolved with [redacted] With that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAccordingly, we have decided to issue a full refund of $back to his Visa accountMr [redacted] ’s credit should post to his account within to business daysAdditionally, 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, since a full refund has been issued, 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 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Frances [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered when she scheduled service to repair her window AC unit Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Our records indicated that on September 4, the window AC unit was authorized for replacement because the parts were no longer availableMr [redacted] was provided the authorization information and instructions for the replacementMs [redacted] has selected a new unit and it was delivered on 9/12/With that being said, since we have addressed the issues brought forth in Ms***'s complaint we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
September 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Linda K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the multiple service attempts on her washer Upon receipt of Ms***’s complaint we reached out to our service unit to assist with Ms***’s concernThe service order dated August 18, was not updated due to a system failureThe technician confirmed that he was unable to repair the washerMs [redacted] was approved for a warranty replacement on the washerMs [redacted] confirmed that the she has received the replacement washerMs [redacted] also mentioned that the rug that was in her laundry room was missing after the last repairI offered her $worth of Shop Your Way Rewards points so that she can use towards the purchase of a new rugShe accepted the offer and the points were added on September 1, With that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the Craftsman Storage Shed and shelf 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWe would like to note that the return policy is listed below the description of the storage shed she purchased onlineWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warrantySince Ms [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same modelAs a one-time courtesy, we offered to cover the delivery and haul away on the exchangeWe explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issueShe accepted the offer and requested delivery of the storage shed scheduled for August 15, We explained that the shelf was over the day return period and did not qualify for a return or exchangeAs for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receiptWhen the shelf was returned the points were not credited since the system could not relate it to the initial purchaseOn July 19, we manually issued [redacted] SYWR points to Ms [redacted] accountIn the interim, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the delay of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently ordered from sears.comWe value his 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 As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr [redacted] did not reply With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and his 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department and were informed that a check in the amount of $was issued on June 30, via *** We emailed MsP [redacted] on August 17, to confirm if she had received the mailed checkMsP [redacted] responded and stated she has yet to receive itAt this time, the original check was voided and a new check was re-issued on August 18, We ask MsP [redacted] to allow 7-business days to arrive via [redacted] Since we re-issued a new check for MsP***, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O [redacted] F: [redacted] imx integrated member experience
December 15, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway order.It is unfortunate that we failed Ms***’s expectations when she recently used Sears layawayWe value Ms***’s patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review As a result of this action, we revealed that Ms Burk’s layaway orders were cancelled due to late or non-payment In case Ms [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for up to eight or twelve weeks from the date the account is opened Our records indicate that Ms***’s last payment was made on October 14, 2015, and since another payment was not made within days or the day grace period, her order was automatically cancelled by our system on November 5, Cancellation for late or non-payment is an automatic process that cannot be suspended by our associates As such, refunds are also automatically issued by our system and at times may take up to weeks We have confirmed that a refund of $ was issued to Ms***’s Visa account ending in on December 9, Although the fees of $for the layaway and $for cancellation were correctly assessed, we have also refunded the total of $to Ms***’s Visa account as an apology for any misinformation she may have received about her layaway refund With that having been said, our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance is provided to our customer with each layaway account that is opened At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us an 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***’s comments and an equitable resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
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, Heather [redacted]
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Alan T [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding A&E Factory Service First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent dishwasher serviceWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] ’s complaint, we contacted Supervisor Ruben [redacted] with unit for assistance Mr [redacted] responded that a technician re-examined Mr [redacted] ’s dishwasher on August 16, While at Mr [redacted] ’s home, he called Sears Technical Assistance Center (STAC) for further assistance STAC suggested that the technician reset the dishwasher They further advised if the reset did not work, they would recommend replacing two parts After the technician reset the dishwasher, the unit worked Mr [redacted] was presented with an estimate but stated that he would test the unit for a while before making a decision on further repairs Mr [redacted] was not charged for the follservice call With that said, since we have completed the service to Mr [redacted] ’s dishwasher, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services repairs to her garage door opener [redacted] , Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms [redacted] garage door opener have been completedWe apologize to Ms [redacted] for the inconvenience noted in her complaintIf Ms [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms [redacted] repairs, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within hours to schedule an exchange & the electric dryer was returnedI did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refundI waited days and on July 7th I order a gas dryer which was delivered and installed on 7/It is now 7/and I still have not received the refund for the electric dryer that I had to returnI talked to several agents from Sears corporates who told me I should have refund by 7/on 7/a rep from the delivery dept called me to verify my installation was completeI said it was but I still have not received refund for electric dryershe informed me I should have it by 7/Today 7/i called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for minutes with her while she called other departmentsIt took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with bothThat call ended with her telling me she created another case for the refund of the electric dryer and it would be another business day before she gets a response from the appropriate department Sincerely, Ghianni ***