Complaint: [redacted] I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repairI received a voicemail on 7/1/stating the mower was supposed to be ready by 7/but there is a delay and it will take longer no info on how much longer if the mower isn't back in my possession completely fixed by 7/8/I don't want it back.ss
October 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Meghan E [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed for a repair on her rangeAround the time that Ms [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codesDirection was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amountWe believe this is why Ms [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followedMs [redacted] referenced an amount of $15.40, but our records show she was charged an additional $As such, we have issued a refund for $We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-weeksIf Ms [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistanceIn the interim, since we have provided Ms [redacted] with a little more than her requested resolution, 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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com:The mower was picked up Friday I have reviewed the response made by the business in reference to complaint ID [redacted] *nd find that this resolution is satisfactory to me Sincerely, [redacted] ***
January 16, [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 Christmas seasonal items for a refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyAs Ms [redacted] mentioned in her complaint, the copy of the receipt provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemHowever, it also states, “Restrictions ApplySee Sears.com, signs posted at registers, or an associate for details”Mr [redacted] could have followed the instructions on the receipt to review the policy posted at the registers, online or simply asked an associate for detailsIt is a consumer’s responsibility to become familiar with a retailer’s return policyWith that being said, the Sears return policy states “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Since the items Ms [redacted] received are Christmas décor items and were purchased on December 3, 2016, then they must be returned with a receipt on or before December 25, We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneMs [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions; there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his garage door opener Mr [redacted] has not paid for installation for his garage door openerHe paid for shipping, but did not select the $installation fee option We have no records on file to corroborate his assertion that this service was scheduled for $and he has not been charged for itIf Mr [redacted] was incorrectly told the fee would be $69.99, we apologizeHowever, the charge is $and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door openerAs a courtesy, we are willing to discount the $fee by 20%Should Mr [redacted] wish to accept, I may be reached during business hours at the email address listed below 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 concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
October 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Darryl W [redacted] - # [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with his local Sears Optical location We are in receipt of MrW [redacted] complaint filed with your office [redacted] Retail’s vision is to provide legendary serviceWe are sorry that MrW [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] Mall in Jersey City, New Jersey Please be advised that this Sears Optical is operated by [redacted] North America Inc., as the licensee of Sears Holdings Corporation Melissa H [redacted] Customer Relations Consultant for [redacted] Retail, has provided the following response, and we have included it in its entirety below: MrW [redacted] states that he purchased two pairs of eyewear this year and that he was having acuity issues He is requesting that his eyewear be evaluated or that he be reimbursed $ We apologize for any frustration that MrW [redacted] may have experienced with this situationFeedback from our customers is appreciated MsH [redacted] spoke with MrW [redacted] on October 5, 2017, and she agreed to send him a refund check for the amount of $ MrW [redacted] should receive the check within five to seven business days MrW [redacted] indicated that he was pleased that she contacted him and with the resolution In light of the above, we feel this matter has been resolved Thank you for contacting [redacted] Retail In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Brand Support, Sears Optical [redacted] We apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her grill First of all, we want to address the “protective coating” [redacted] mentioned Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rustStainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedRegardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in timeThe third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our recordsFinally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and of [redacted] s’ owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated aboveThe manufacturer’s warranty only covers her burners at this point in time in regard to rustAdditionally, [redacted] s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosionFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during business hoursIf the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not coveredWe can provide her with an estimate if the situation is repairable and factor in the 25% discountIf the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clauseShould [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesyThis would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandiseAgain, [redacted] may email me at [redacted] during business hours if she wishes to accept one of the offers noted above In light of the aforementioned information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint Sincerely, [redacted] ***
December 9, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– David N***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his disssatisfaction with our customer service and failure to deliver his range on the expected date.It is unfortunate that we failed Mr***’s expectations when he recently purchased a range with delivery service from SearsWe 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 Additionally, Executive Member Services spoke with Mr [redacted] in reference to his concerns, confirmed the delivery of his range on December 9, 2015, and offered him a credit of $ as an apology for this issue Mr [redacted] accepted this offer and indicated that it met with his approval As such, his check is expected to ship this week and arrive at the address he provided within fifteen business days At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr***’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***
July 11, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionThis letter serves to confirm that we have completed our investigation in regards to the above-referenced fileOn behalf of SHIP please know that we do value MsWelch as a customer and apologize for any frustrations or inconveniences she may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI spoke to MsW [redacted] on 07/10/and she confirmed the same.We appreciate the opportunity to resolve MsW [redacted] concernAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] extension *** or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] *** via First Class Mail
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ August 13, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via: Revdex.com website Dear Ms [redacted] I have been in correspondence with Ms [redacted] in regards to her HVAC service concernsMs [redacted] confirmed with me that she has a friend that services her HVAC unit, and he was out of town at this point so she called Sears for a service[redacted] was the service technician that came out to diagnose what the problem was with Ms [redacted] 's unitI am currently corresponding with the District service office to review the details of Ms [redacted] 's appointment Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5566, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although your review of the details surrounding the events that your technician performed were transposed and did not happen as such, the services I requested were not rendered nor was I informed of any additional charges for leak test when I made the initial service request as I indicatedI accepting the terms of this claim with no further liability or responses needed to or from Sears corporation [redacted]
[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 refrigerator purchased from Sears [redacted] ***, Manager of the Sears in Bismarck provided the following response: I have processed an exchange for Ms [redacted] her new refrigerator will be delivered on March 2, Ms [redacted] has my office number and email address and I will be her point of contact moving forwardIf Ms [redacted] has any additional concerns, I invite her to contact me directlyThat said 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]
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item she wished to orderAs clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, there was a price threshold attached to this promotion; the treadmill had to be selling $or more to qualify, but for some reason, the system allowed her to place it in her cart and showed free delivery, but when she went to checkout, the delivery fee populated as it should Even if the order had gone through, we would have been within our rights to cancel the order per our terms and conditionsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, we have offered to provide [redacted] with a credit equal to the cost of delivery if she wishes to place her orderWe will also credit half of the cost for assembly if she wishes for that service to be provided since it is a separate fee as an additional courtesy [redacted] has my email address and she has been informed as to how to proceed if she wishes to accept the offerAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refundAlthough I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding meI request that the complaint be closed and I will not patron a Sears store from here on outThey have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meYes, they have issued my full refund as well as the in point rewardsThank you for your assistance Sincerely, [redacted]
December 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of Ms [redacted] complaint regarding the service on her washer and her request to be refunded in full.We would first like to clarify that any time in the repair process if our customer decides they would rather not proceed with a repair, then we would charge them as we would for any declined estimateThat means that they would at least be responsible for the non-refundable minimum charge of $With that said, our customer support group assisted Ms [redacted] in October, and as a one-time courtesy they agreed to refund her in fullThe last notes in their case indicate that they got Ms [redacted] over to [redacted] in our billing department so that [redacted] could provide this refundAs there are no calls after that, our customer support group assumed that Ms [redacted] received the promised refundIf that is not the case, or she only received a partial refund, then if she would like to provide us with all digits of her [redacted] account ending in [redacted] we would be willing to research our database and if a full refund was not reflected in our system we would process thisIf she still needs assistance of this nature, she can contact me at D [redacted] or via phone at [redacted] In the interim, since it is our understanding that Ms [redacted] was refunded in full just shortly after she filed her Revdex.com complaint, and we remain willing to process the refund pending Ms [redacted] response if this is not the case, 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 concerns.Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Lola C [redacted] Dear Ms [redacted] We have completed our investigation of MsC [redacted] complaint regarding her Sears Home Warranty We would first like to point out that [redacted] Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] *ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that MsC [redacted] was provided a refund for the premium that was paid for the warranty in the amount of $They are currently waiting information from the service company before addressing her request to refund the $deductibleSince CCHS is addressing the issue we have closed this case We apologize to MsC [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S [redacted]
August 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe 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 the order, we found that Sears Online did issue a return label and promised a refund upon the return of the shoesTherefore, Mr [redacted] may return the shoes using the label he was provided withWe will ensure that a full refund is issued back to his original form of paymentAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the full refund 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
Complaint [redacted] I am rejecting this response because: When I first used the item it was not working which is when I brought it in for servicing under the warrantyIt's not a "good will gesture" as Sears puts it as it was under warrantyAdditionally, it was not a result of owner issue as the item was never used from day of purchase until it was required to be brought in for servicingPrior to me bringing in the item in for servicing, I called the customer service department, explained the situation and was assured that I would not be charged a service or repair feeAs it seems this was mis information communicated on Sears's part, it is not the fault of the customer.As I did put gasoline in it in realize it did not work to then bring it in for servicing, I expected the store/service department to had advised the customer that it should be empty if it will not be used for an extended period of timeFurthermore, I have a snowblower, rilawnmower which are all seasonal items that are not used consistently used every month and has never experienced this issueSecondly, when I finally received a call from the device department, I was informed that it would be $to clean the carburetor but they're might be additional charges once that is fixedWhy would a consumer invest $to have it cleaned when there could be an additional couple hundred of dollars of repairs when the item was not even $When I declined the service, I strictly informed them to have the service department contact me to discuss next steps before proceeding with anythingI was advised that I would have been contacted within 24-business hours from the service departmentBusiness days passed and no call was received so when I followed up, they informed me that the item was sent back to the storeOn many levels, I have been mis-informed about what what going onI even spoke to another associate who said the store would waive the service fee and then the store couldn't do anythingI expect a refund for this item as this has been going in circles with incompetent associates and it is unethical to sell a defective product to a consumerdays is not a long enough period for a customer to use a merchandise such as this oneit is not a TV or appliance where the customer would instantly use and realize if it was defectiveAs I did not use it once until I needed to bring it in for servicing, it is clear that the item was defective since the beginningAdditionally, since it took the company almost two months to return the item to me, by the logic of the response from Sears, then was defective before it was returned to me since the gasoline would have been in there for more than days without useI would like to stress the importance that a good will gesture is not doing something you are required to do per the warranty Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, however I do find the timeliness and escalations required to receive the refund worrisomeHad my existing fridge been out and I counting on the new one to arrive, not only did they fail to deliver what I ordered (they cancelled it on their end), they didn't notify me of this cancellation until I reached out to themAdditionally, had I not had the funds to purchase another fridge (do note I did purchase through your store in Grapevine), I would have been without this critical appliance for weeks waiting on this refund that should've taken daysThis is the outcome I was looking for, but don't think these steps should've been required Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repairI received a voicemail on 7/1/stating the mower was supposed to be ready by 7/but there is a delay and it will take longer no info on how much longer if the mower isn't back in my possession completely fixed by 7/8/I don't want it back.ss
October 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Meghan E [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed for a repair on her rangeAround the time that Ms [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codesDirection was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amountWe believe this is why Ms [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followedMs [redacted] referenced an amount of $15.40, but our records show she was charged an additional $As such, we have issued a refund for $We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-weeksIf Ms [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistanceIn the interim, since we have provided Ms [redacted] with a little more than her requested resolution, 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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com:The mower was picked up Friday I have reviewed the response made by the business in reference to complaint ID [redacted] *nd find that this resolution is satisfactory to me Sincerely, [redacted] ***
January 16, [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 Christmas seasonal items for a refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyAs Ms [redacted] mentioned in her complaint, the copy of the receipt provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemHowever, it also states, “Restrictions ApplySee Sears.com, signs posted at registers, or an associate for details”Mr [redacted] could have followed the instructions on the receipt to review the policy posted at the registers, online or simply asked an associate for detailsIt is a consumer’s responsibility to become familiar with a retailer’s return policyWith that being said, the Sears return policy states “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Since the items Ms [redacted] received are Christmas décor items and were purchased on December 3, 2016, then they must be returned with a receipt on or before December 25, We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneMs [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions; there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his garage door opener Mr [redacted] has not paid for installation for his garage door openerHe paid for shipping, but did not select the $installation fee option We have no records on file to corroborate his assertion that this service was scheduled for $and he has not been charged for itIf Mr [redacted] was incorrectly told the fee would be $69.99, we apologizeHowever, the charge is $and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door openerAs a courtesy, we are willing to discount the $fee by 20%Should Mr [redacted] wish to accept, I may be reached during business hours at the email address listed below 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 concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
October 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Darryl W [redacted] - # [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with his local Sears Optical location We are in receipt of MrW [redacted] complaint filed with your office [redacted] Retail’s vision is to provide legendary serviceWe are sorry that MrW [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] Mall in Jersey City, New Jersey Please be advised that this Sears Optical is operated by [redacted] North America Inc., as the licensee of Sears Holdings Corporation Melissa H [redacted] Customer Relations Consultant for [redacted] Retail, has provided the following response, and we have included it in its entirety below: MrW [redacted] states that he purchased two pairs of eyewear this year and that he was having acuity issues He is requesting that his eyewear be evaluated or that he be reimbursed $ We apologize for any frustration that MrW [redacted] may have experienced with this situationFeedback from our customers is appreciated MsH [redacted] spoke with MrW [redacted] on October 5, 2017, and she agreed to send him a refund check for the amount of $ MrW [redacted] should receive the check within five to seven business days MrW [redacted] indicated that he was pleased that she contacted him and with the resolution In light of the above, we feel this matter has been resolved Thank you for contacting [redacted] Retail In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Brand Support, Sears Optical [redacted] We apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her grill First of all, we want to address the “protective coating” [redacted] mentioned Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rustStainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedRegardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in timeThe third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our recordsFinally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and of [redacted] s’ owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated aboveThe manufacturer’s warranty only covers her burners at this point in time in regard to rustAdditionally, [redacted] s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosionFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during business hoursIf the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not coveredWe can provide her with an estimate if the situation is repairable and factor in the 25% discountIf the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clauseShould [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesyThis would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandiseAgain, [redacted] may email me at [redacted] during business hours if she wishes to accept one of the offers noted above In light of the aforementioned information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint Sincerely, [redacted] ***
December 9, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– David N***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his disssatisfaction with our customer service and failure to deliver his range on the expected date.It is unfortunate that we failed Mr***’s expectations when he recently purchased a range with delivery service from SearsWe 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 Additionally, Executive Member Services spoke with Mr [redacted] in reference to his concerns, confirmed the delivery of his range on December 9, 2015, and offered him a credit of $ as an apology for this issue Mr [redacted] accepted this offer and indicated that it met with his approval As such, his check is expected to ship this week and arrive at the address he provided within fifteen business days At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr***’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***
July 11, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionThis letter serves to confirm that we have completed our investigation in regards to the above-referenced fileOn behalf of SHIP please know that we do value MsWelch as a customer and apologize for any frustrations or inconveniences she may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI spoke to MsW [redacted] on 07/10/and she confirmed the same.We appreciate the opportunity to resolve MsW [redacted] concernAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] extension *** or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] *** via First Class Mail
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ August 13, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via: Revdex.com website Dear Ms [redacted] I have been in correspondence with Ms [redacted] in regards to her HVAC service concernsMs [redacted] confirmed with me that she has a friend that services her HVAC unit, and he was out of town at this point so she called Sears for a service[redacted] was the service technician that came out to diagnose what the problem was with Ms [redacted] 's unitI am currently corresponding with the District service office to review the details of Ms [redacted] 's appointment Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5566, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although your review of the details surrounding the events that your technician performed were transposed and did not happen as such, the services I requested were not rendered nor was I informed of any additional charges for leak test when I made the initial service request as I indicatedI accepting the terms of this claim with no further liability or responses needed to or from Sears corporation [redacted]
[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 refrigerator purchased from Sears [redacted] ***, Manager of the Sears in Bismarck provided the following response: I have processed an exchange for Ms [redacted] her new refrigerator will be delivered on March 2, Ms [redacted] has my office number and email address and I will be her point of contact moving forwardIf Ms [redacted] has any additional concerns, I invite her to contact me directlyThat said 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]
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item she wished to orderAs clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, there was a price threshold attached to this promotion; the treadmill had to be selling $or more to qualify, but for some reason, the system allowed her to place it in her cart and showed free delivery, but when she went to checkout, the delivery fee populated as it should Even if the order had gone through, we would have been within our rights to cancel the order per our terms and conditionsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, we have offered to provide [redacted] with a credit equal to the cost of delivery if she wishes to place her orderWe will also credit half of the cost for assembly if she wishes for that service to be provided since it is a separate fee as an additional courtesy [redacted] has my email address and she has been informed as to how to proceed if she wishes to accept the offerAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refundAlthough I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding meI request that the complaint be closed and I will not patron a Sears store from here on outThey have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meYes, they have issued my full refund as well as the in point rewardsThank you for your assistance Sincerely, [redacted]
December 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of Ms [redacted] complaint regarding the service on her washer and her request to be refunded in full.We would first like to clarify that any time in the repair process if our customer decides they would rather not proceed with a repair, then we would charge them as we would for any declined estimateThat means that they would at least be responsible for the non-refundable minimum charge of $With that said, our customer support group assisted Ms [redacted] in October, and as a one-time courtesy they agreed to refund her in fullThe last notes in their case indicate that they got Ms [redacted] over to [redacted] in our billing department so that [redacted] could provide this refundAs there are no calls after that, our customer support group assumed that Ms [redacted] received the promised refundIf that is not the case, or she only received a partial refund, then if she would like to provide us with all digits of her [redacted] account ending in [redacted] we would be willing to research our database and if a full refund was not reflected in our system we would process thisIf she still needs assistance of this nature, she can contact me at D [redacted] or via phone at [redacted] In the interim, since it is our understanding that Ms [redacted] was refunded in full just shortly after she filed her Revdex.com complaint, and we remain willing to process the refund pending Ms [redacted] response if this is not the case, 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 concerns.Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Lola C [redacted] Dear Ms [redacted] We have completed our investigation of MsC [redacted] complaint regarding her Sears Home Warranty We would first like to point out that [redacted] Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] *ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that MsC [redacted] was provided a refund for the premium that was paid for the warranty in the amount of $They are currently waiting information from the service company before addressing her request to refund the $deductibleSince CCHS is addressing the issue we have closed this case We apologize to MsC [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S [redacted]
August 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe 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 the order, we found that Sears Online did issue a return label and promised a refund upon the return of the shoesTherefore, Mr [redacted] may return the shoes using the label he was provided withWe will ensure that a full refund is issued back to his original form of paymentAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the full refund 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
Complaint [redacted] I am rejecting this response because: When I first used the item it was not working which is when I brought it in for servicing under the warrantyIt's not a "good will gesture" as Sears puts it as it was under warrantyAdditionally, it was not a result of owner issue as the item was never used from day of purchase until it was required to be brought in for servicingPrior to me bringing in the item in for servicing, I called the customer service department, explained the situation and was assured that I would not be charged a service or repair feeAs it seems this was mis information communicated on Sears's part, it is not the fault of the customer.As I did put gasoline in it in realize it did not work to then bring it in for servicing, I expected the store/service department to had advised the customer that it should be empty if it will not be used for an extended period of timeFurthermore, I have a snowblower, rilawnmower which are all seasonal items that are not used consistently used every month and has never experienced this issueSecondly, when I finally received a call from the device department, I was informed that it would be $to clean the carburetor but they're might be additional charges once that is fixedWhy would a consumer invest $to have it cleaned when there could be an additional couple hundred of dollars of repairs when the item was not even $When I declined the service, I strictly informed them to have the service department contact me to discuss next steps before proceeding with anythingI was advised that I would have been contacted within 24-business hours from the service departmentBusiness days passed and no call was received so when I followed up, they informed me that the item was sent back to the storeOn many levels, I have been mis-informed about what what going onI even spoke to another associate who said the store would waive the service fee and then the store couldn't do anythingI expect a refund for this item as this has been going in circles with incompetent associates and it is unethical to sell a defective product to a consumerdays is not a long enough period for a customer to use a merchandise such as this oneit is not a TV or appliance where the customer would instantly use and realize if it was defectiveAs I did not use it once until I needed to bring it in for servicing, it is clear that the item was defective since the beginningAdditionally, since it took the company almost two months to return the item to me, by the logic of the response from Sears, then was defective before it was returned to me since the gasoline would have been in there for more than days without useI would like to stress the importance that a good will gesture is not doing something you are required to do per the warranty Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, however I do find the timeliness and escalations required to receive the refund worrisomeHad my existing fridge been out and I counting on the new one to arrive, not only did they fail to deliver what I ordered (they cancelled it on their end), they didn't notify me of this cancellation until I reached out to themAdditionally, had I not had the funds to purchase another fridge (do note I did purchase through your store in Grapevine), I would have been without this critical appliance for weeks waiting on this refund that should've taken daysThis is the outcome I was looking for, but don't think these steps should've been required Sincerely, [redacted]