March 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that many factors resulted in the day of delivering MsB [redacted] purchased fried and rangeWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possible So while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] was not routed for delivery causing to reschedule her delivery dateIt is our understanding that MsB [redacted] decided to cancel the order of her range due to being rescheduledAs far as her fridge, our records show that the appliance was delivered on July 03, Our records also show that she was issued a sales adjustment of $For any inconvenience this may have caused, we issued MsB [redacted] a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] purchased fridge will provide her with long term satisfactionAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding the assembly of his elliptical machine We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr [redacted] said he had already taken care of itHe asked for a refund of the delivery/assembly feeHowever, that fee includes delivery service, which was performed correctlyThe fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $assembly fee even though we were not able to view the issue at hand or attempt top rectify itThe $credit should be visible on Mr [redacted] account within business daysIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
December 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent order First of all, we would like to apologize to Ms [redacted] regarding the issues she experienced with placing her orderHowever, according to our records, Ms [redacted] was provided with $worth of Shop Your Way Rewards (SYWR) points on November 25, in regard to this issueIf Ms [redacted] does not want those points after all, we can remove them and issue a credit for the $in questions as a courtesyOtherwise, Ms [redacted] has year from the issue date to use her pointsIn 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kris J [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***’s complaint regarding service on her Craftsman tractor We value Ms***’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 occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted With that being said we are working with Ms [redacted] to schedule a Sears’s technician out to confirm the work done on her tractor was done correctly and repair what was notWe have also provided Ms [redacted] with a one (1) year Repair Protection Agreement (RPA) at no cost that we purchased on her behalf; this has a retail value of $Ms [redacted] has my direct contact information if she is in need of further assistanceAt this time since we are addressing Ms***’s complaint and concerns with 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 unwarranted If Ms***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
June 29, [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 for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we show that this was a store pick up order and the store is responsible for issuing the refundUnfortunately, the refund had not been processed therefore Sears Online processed the refund on June 16, 2016, under return receipt number [redacted] for a total of $Additionally, we hope that in the future MsToth will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 27, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding points she feels she was missing from her Shop your Way Rewards account We were able to locate Ms [redacted] layaway orderWe want to first note that points are earned for the cost of the merchandise only; any sales tax or shipping fees would not be includedMs [redacted] initial merchandise total for order number [redacted] was $169.22, but she used a $coupon, which brought the qualified amount to $and her earned points would have been worth $1.54, but we added an additional $as a courtesy so $worth of points were added to her account on February 15, Ms [redacted] is not entitled to $worth of points unless she made other orders we are not aware of at this timeIf so, they would have to have been placed under a different phone number, email address or Shop Your Way Rewards account number as we used all three criteria to search for orders for herIf Ms [redacted] has other order information, she may forward via email to the address listed belowOtherwise, we have added the point she was due and more; therefore, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11593022, and find that this resolution is satisfactory to me Sincerely, Christine [redacted]
Revdex.com: Thank you very much for your intercession! This was not a large amount of money, but it is clear to me that neither the third party seller or Sears had any intent on providing me a refund for merchandise they never sent me without getting Revdex.com involved This is my first time being forced to utilize your services and I am both pleased and grateful for your assistance 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, Chad R***
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 meAlthough the delivery did not go as they told me it wouldI was told that delivery would take the washer off the pedestal and as long it was correct would install on the new washer and delivery completely refusedWe had to remove the pedestal and put it on the new machineDelivery threaened to leave while we took it off the machine because they didn't have the time to waitAll said and done I will never buy any appliance from sears againTheir repair dept need a lot of help and delivery is not sears it is a third party [redacted] Sincerely, Judy [redacted]
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and request for an exchange It is unfortunate if we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, delivery shows that an exchange was processed on April 26, For Ms [redacted] records the exchange 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
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94566136-Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dishwasher Store Manager Matthew ***y provided the following response: We want to first note that our return policy is clear in stating that appliances may only be returned within days from the date of purchaseFurthermore, our sales associates and installation contractors would not be aware of Mr [redacted] 's space requirementsTherefore, it would be his responsibility to measure the space in his home and compare with the measurements of the item to ensure that it will fitThere is nothing wrong with the dishwasher and we did fulfill our part of the agreement by delivering the item and attempting to installThat said, we are willing to make an exception in the interest of customer satisfactionThe delivery fee is a non-refundable charge and we do not feel it is reasonable to expect that back anyway considering the circumstancesShould Mr [redacted] wish to make arrangements to return the item, I (Matthew) may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his cook top There is a schedule repair for the cook top on February 10, We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
May 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the food loss she says she incurred when her refrigerator failed to maintain cool enough temperatures soon after being deliveredAs clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failureThe technician is also able to visibly see the food loss and then can give the consumer the website information to file a claimIn the absence of requiring verification then everyone could just say that it had failed and they wanted food lossAdditionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failureConsumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controlsIn the first days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at faultHowever, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problemWith that said, while Ms [redacted] did not qualify for any food loss, we did provide her with $in Shop Your Way Reward points as a customer courtesyAs a further courtesy, we would be willing to provide another $If she would like to accept she is welcome to email me at [redacted] or call me at [redacted] In the interim, since we have explained that Ms [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent order We have spoken with Ms [redacted] and she indicated that she has returned the merchandise to her local store location for a refundAs a gesture of goodwill, we offered to add $worth of points to Ms [redacted] account and she acceptedIn light of the aforementioned information, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
September 2, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # - Vincent [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator and his request for an exchange Before going further, we would like to note that Mr [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does 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 recall"We have researched Mr***'s service history, and under the aforementioned terms, he did not meet the criteria for replacement We can also understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the refrigeratorOur records indicate that Mr [redacted] has been provided the authorization information for the replacementMr [redacted] also confirmed that he received the $food loss reimbursement and $reimbursement for the ice he purchasedWith that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file 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 [redacted] direct Matilda[redacted] @searshc.com
September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Zhengqiang [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his recent online order experience and request for a full refund Anthony [redacted] , Auto Center Manager for Unit ***, provided the following response: We would first like to apologize for any inconvenience Mr [redacted] experienced with this matterWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we found that there was an online errorWe spoke with Mr [redacted] regarding this issue and will provide a refund in storeAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com September 10, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lauren [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding lawn care reimbursement when her tractor was being repaired Upon receiving Ms [redacted] 's complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promisedIt should be noted that Ms [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, in the amount of $under salescheck# We again apologize for any confusion that Ms [redacted] may have experiencedThat being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist 512- [redacted] Erica[redacted] @searshc.com
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 If you can, please extend my thanks to SearsThey have restored my faith in them and made me a SEARS first choice customer againThanks Sincerely, Jameel [redacted]
June 2, [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 her display mattress for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyUpon receipt of Ms [redacted] complaint we reached out to Store Manager Kathy [redacted] for assistance with Ms [redacted] concernsMs [redacted] investigated and confirmed that there was no mistake made by the associate and there was never any fault admitted by the associate or anyone at the storeMs [redacted] husband was actually the person that made the selection and who participated in the transactionMr [redacted] pointed out and told the sales associate which display mattress he wanted; Ms [redacted] was sitting with the childrenMr [redacted] stated that he wanted a mattress that he could take with himMr [redacted] did not discuss the required size with the sales associateThe sales associate confirmed that he advised Mr [redacted] of the return policy on the purchase of a display mattresses; as standard procedureMr [redacted] was informed prior to the transaction that all sales were finalWe would also like to note that the return policy sign is posted in the mattress departmentWith that being said, the posted return policy states, "Display mattresses are purchased AS IS with all faultsEntire risk of quality/performance of the good is with the buyerThey are not covered by any warranty nor eligible for refund, price adjustment, exchange or comfort guaranteeAll sales are finalShould the mattress prove defective following purchase, the buyer and not the manufacturer, distributor or retailer assumes the entire cost of servicing or repair." Store Manager [redacted] confirmed that she received the initial complaint through Customer Solutions and contacted Ms [redacted] to discuss her concernsMs [redacted] denied Ms [redacted] request to return or exchange the display mattress, as per policyAs a good-will gesture, Ms [redacted] did offer Ms [redacted] a $reimbursement so she could buy a different size bed frame; Ms [redacted] declined the offerIf Ms [redacted] would like to accept the offer she can contact Store Manager Kathy [redacted] at [redacted] on or before June 16, With that being, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding service on her refrigerator.We also previously assisted Ms [redacted] and also her mother through a complaint she filed with her local TV stationWe were able to help expedite their repairs and their issues appeared to be resolved at that timeWhen we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repairHowever, each time they scheduled earlier, the service call was being canceled by Ms [redacted] When they contacted Ms [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigeratorShe was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPAAt this time, since it was Ms [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
March 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that many factors resulted in the day of delivering MsB [redacted] purchased fried and rangeWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possible So while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] was not routed for delivery causing to reschedule her delivery dateIt is our understanding that MsB [redacted] decided to cancel the order of her range due to being rescheduledAs far as her fridge, our records show that the appliance was delivered on July 03, Our records also show that she was issued a sales adjustment of $For any inconvenience this may have caused, we issued MsB [redacted] a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] purchased fridge will provide her with long term satisfactionAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding the assembly of his elliptical machine We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr [redacted] said he had already taken care of itHe asked for a refund of the delivery/assembly feeHowever, that fee includes delivery service, which was performed correctlyThe fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $assembly fee even though we were not able to view the issue at hand or attempt top rectify itThe $credit should be visible on Mr [redacted] account within business daysIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
December 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent order First of all, we would like to apologize to Ms [redacted] regarding the issues she experienced with placing her orderHowever, according to our records, Ms [redacted] was provided with $worth of Shop Your Way Rewards (SYWR) points on November 25, in regard to this issueIf Ms [redacted] does not want those points after all, we can remove them and issue a credit for the $in questions as a courtesyOtherwise, Ms [redacted] has year from the issue date to use her pointsIn 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kris J [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***’s complaint regarding service on her Craftsman tractor We value Ms***’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 occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted With that being said we are working with Ms [redacted] to schedule a Sears’s technician out to confirm the work done on her tractor was done correctly and repair what was notWe have also provided Ms [redacted] with a one (1) year Repair Protection Agreement (RPA) at no cost that we purchased on her behalf; this has a retail value of $Ms [redacted] has my direct contact information if she is in need of further assistanceAt this time since we are addressing Ms***’s complaint and concerns with 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 unwarranted If Ms***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
June 29, [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 for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we show that this was a store pick up order and the store is responsible for issuing the refundUnfortunately, the refund had not been processed therefore Sears Online processed the refund on June 16, 2016, under return receipt number [redacted] for a total of $Additionally, we hope that in the future MsToth will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 27, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding points she feels she was missing from her Shop your Way Rewards account We were able to locate Ms [redacted] layaway orderWe want to first note that points are earned for the cost of the merchandise only; any sales tax or shipping fees would not be includedMs [redacted] initial merchandise total for order number [redacted] was $169.22, but she used a $coupon, which brought the qualified amount to $and her earned points would have been worth $1.54, but we added an additional $as a courtesy so $worth of points were added to her account on February 15, Ms [redacted] is not entitled to $worth of points unless she made other orders we are not aware of at this timeIf so, they would have to have been placed under a different phone number, email address or Shop Your Way Rewards account number as we used all three criteria to search for orders for herIf Ms [redacted] has other order information, she may forward via email to the address listed belowOtherwise, we have added the point she was due and more; therefore, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11593022, and find that this resolution is satisfactory to me Sincerely, Christine [redacted]
Revdex.com: Thank you very much for your intercession! This was not a large amount of money, but it is clear to me that neither the third party seller or Sears had any intent on providing me a refund for merchandise they never sent me without getting Revdex.com involved This is my first time being forced to utilize your services and I am both pleased and grateful for your assistance 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, Chad R***
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 meAlthough the delivery did not go as they told me it wouldI was told that delivery would take the washer off the pedestal and as long it was correct would install on the new washer and delivery completely refusedWe had to remove the pedestal and put it on the new machineDelivery threaened to leave while we took it off the machine because they didn't have the time to waitAll said and done I will never buy any appliance from sears againTheir repair dept need a lot of help and delivery is not sears it is a third party [redacted] Sincerely, Judy [redacted]
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and request for an exchange It is unfortunate if we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, delivery shows that an exchange was processed on April 26, For Ms [redacted] records the exchange 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
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94566136-Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dishwasher Store Manager Matthew ***y provided the following response: We want to first note that our return policy is clear in stating that appliances may only be returned within days from the date of purchaseFurthermore, our sales associates and installation contractors would not be aware of Mr [redacted] 's space requirementsTherefore, it would be his responsibility to measure the space in his home and compare with the measurements of the item to ensure that it will fitThere is nothing wrong with the dishwasher and we did fulfill our part of the agreement by delivering the item and attempting to installThat said, we are willing to make an exception in the interest of customer satisfactionThe delivery fee is a non-refundable charge and we do not feel it is reasonable to expect that back anyway considering the circumstancesShould Mr [redacted] wish to make arrangements to return the item, I (Matthew) may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his cook top There is a schedule repair for the cook top on February 10, We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
May 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the food loss she says she incurred when her refrigerator failed to maintain cool enough temperatures soon after being deliveredAs clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failureThe technician is also able to visibly see the food loss and then can give the consumer the website information to file a claimIn the absence of requiring verification then everyone could just say that it had failed and they wanted food lossAdditionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failureConsumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controlsIn the first days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at faultHowever, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problemWith that said, while Ms [redacted] did not qualify for any food loss, we did provide her with $in Shop Your Way Reward points as a customer courtesyAs a further courtesy, we would be willing to provide another $If she would like to accept she is welcome to email me at [redacted] or call me at [redacted] In the interim, since we have explained that Ms [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent order We have spoken with Ms [redacted] and she indicated that she has returned the merchandise to her local store location for a refundAs a gesture of goodwill, we offered to add $worth of points to Ms [redacted] account and she acceptedIn light of the aforementioned information, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
September 2, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # - Vincent [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator and his request for an exchange Before going further, we would like to note that Mr [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does 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 recall"We have researched Mr***'s service history, and under the aforementioned terms, he did not meet the criteria for replacement We can also understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the refrigeratorOur records indicate that Mr [redacted] has been provided the authorization information for the replacementMr [redacted] also confirmed that he received the $food loss reimbursement and $reimbursement for the ice he purchasedWith that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file 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 [redacted] direct Matilda[redacted] @searshc.com
September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Zhengqiang [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his recent online order experience and request for a full refund Anthony [redacted] , Auto Center Manager for Unit ***, provided the following response: We would first like to apologize for any inconvenience Mr [redacted] experienced with this matterWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we found that there was an online errorWe spoke with Mr [redacted] regarding this issue and will provide a refund in storeAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com September 10, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lauren [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding lawn care reimbursement when her tractor was being repaired Upon receiving Ms [redacted] 's complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promisedIt should be noted that Ms [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, in the amount of $under salescheck# We again apologize for any confusion that Ms [redacted] may have experiencedThat being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist 512- [redacted] Erica[redacted] @searshc.com
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 If you can, please extend my thanks to SearsThey have restored my faith in them and made me a SEARS first choice customer againThanks Sincerely, Jameel [redacted]
June 2, [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 her display mattress for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyUpon receipt of Ms [redacted] complaint we reached out to Store Manager Kathy [redacted] for assistance with Ms [redacted] concernsMs [redacted] investigated and confirmed that there was no mistake made by the associate and there was never any fault admitted by the associate or anyone at the storeMs [redacted] husband was actually the person that made the selection and who participated in the transactionMr [redacted] pointed out and told the sales associate which display mattress he wanted; Ms [redacted] was sitting with the childrenMr [redacted] stated that he wanted a mattress that he could take with himMr [redacted] did not discuss the required size with the sales associateThe sales associate confirmed that he advised Mr [redacted] of the return policy on the purchase of a display mattresses; as standard procedureMr [redacted] was informed prior to the transaction that all sales were finalWe would also like to note that the return policy sign is posted in the mattress departmentWith that being said, the posted return policy states, "Display mattresses are purchased AS IS with all faultsEntire risk of quality/performance of the good is with the buyerThey are not covered by any warranty nor eligible for refund, price adjustment, exchange or comfort guaranteeAll sales are finalShould the mattress prove defective following purchase, the buyer and not the manufacturer, distributor or retailer assumes the entire cost of servicing or repair." Store Manager [redacted] confirmed that she received the initial complaint through Customer Solutions and contacted Ms [redacted] to discuss her concernsMs [redacted] denied Ms [redacted] request to return or exchange the display mattress, as per policyAs a good-will gesture, Ms [redacted] did offer Ms [redacted] a $reimbursement so she could buy a different size bed frame; Ms [redacted] declined the offerIf Ms [redacted] would like to accept the offer she can contact Store Manager Kathy [redacted] at [redacted] on or before June 16, With that being, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding service on her refrigerator.We also previously assisted Ms [redacted] and also her mother through a complaint she filed with her local TV stationWe were able to help expedite their repairs and their issues appeared to be resolved at that timeWhen we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repairHowever, each time they scheduled earlier, the service call was being canceled by Ms [redacted] When they contacted Ms [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigeratorShe was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPAAt this time, since it was Ms [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]