August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Bruce [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we provided regarding the problem he encountered when he attempted to return an air mattress after our return period expired We have Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintAs previously stated, air/inflatable beds are covered in the exceptions of the Kmart Return Policy and it states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below ..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” With that being said, the air mattress that Mr [redacted] purchased on April 15, does not qualify for an exchange since it is over the day exchange periodHowever, the air mattress that Mr [redacted] purchased on July 16, would qualify for an exchange since his complaint was filed within the day exchange period We made another attempt to contact Mr [redacted] but were unable to make contactWe sent him an email and offered to assist with the exchange; or offered him a $gift card in lieu of the exchangeIf Mr [redacted] would like to accept our offer, he can contact me at (***) ***- [redacted] or at matilda[redacted] @searshc.com on or before September 2, We respectfully ask to have this matter closed pending a response from Mr [redacted] 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
August 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Carolyn [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the repair of her laundry center We have received Ms [redacted] complaint and apologize that she has had issues with the repair of her laundry center Upon receiving Ms [redacted] complaint, we escalated her concerns to Paul [redacted] , District Service Manager, who called Ms [redacted] and discussed her concerns He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/ Repair was completed and we respectfully ask to have this complaint 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
November 17, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] *** [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered when he attempted to return the parts order for a refund On November 13, we contacted [redacted] daughter and informed her that we had issued a credit of $on November 7, for the return of the part orderOn November 13, we issued an additional credit of $for the shipping and handling fee Additionally, we hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon We respectfully ask that this matter be closed, since the requested resolution has been provided 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]
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***
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]
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]
March 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer repair Upon receiving Mr [redacted] complaint, we contacted the service provider for assistance Wayne C [redacted] , Contract Services Manager, responded that MrS [redacted] declined to confirm the repair appointment Accordingly, the appointment for March 10, 2017, was canceled and no new service has been scheduled If MrS [redacted] would like to reconsider and schedule another appointment, he can contact the service provider Additionally, MrS [redacted] has requested that he be contacted by Eddie L [redacted] CEO of Sears Holdings; unfortunately, this will not be possible It appears that MrS [redacted] may have been incorrectly advised that MrL [redacted] directly handles customer complaints; the appropriate coaching will be provided to the associates in question, so that they will not set unrealistic expectations for our customers in the future Per our protocol in addressing Revdex.com complaints, Mr [redacted] concerns were forwarded to the service provider for resolutionWith that said, we have documented Mr [redacted] issue accordingly, and while MrL [redacted] or any other corporate officer may review the matter, it is the responsibility of the line of business involved to investigate the matter and offer a resolution Since MrS [redacted] has declined service at this time, no further assistance can be provided; therefore, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I still had to pay about dollars to have a Sears repairmain come out to verify that the parts needed to be replaced.as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defectiveIt was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend minutes verifying that the parts were defective and needed to be replaced.I want to be refunded the Service Call Fee that I was forced to pay Sincerely, [redacted]
July 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear MsV [redacted] We have completed the investigation of MrZ [redacted] complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with MrZ [redacted] and the points he mentioned were added back to his accountIn light of the aforementioned information, we have closed our file We apologize to MrZ [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]
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Katherine [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience and request for a refund of the return As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] ’s case, the order was fulfilled by Kathlena Boutique, LLClocated at Durfee AveEl Monte CA 91732, Email: [email protected] and telephone number (626) 986-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order, we confirmed that the item was returned back to the seller on August 8, at approximately 1:56pmTherefore, we submitted a refund request and Ms [redacted] ’s credit of $should post to her account within to business daysIn closure, since a credit is currently in process, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
June 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a billing discrepancy Unfortunately, it seems that there was a system error and Mr [redacted] account was not credited for the difference in price like it should have beenA credit for the missing amount, $426.28, was issued to Mr [redacted] account ending in [redacted] on June 4, We sincerely apologize for any inconvenience this may have caused Mr [redacted] and we want to assure him that steps have been taken to prevent further such occurrencesSince we have granted Mr [redacted] request, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 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 the problems she encountered when she requested to exchange her range for another model within the day return/exchange period It is unfortunate that we failed Ms [redacted] expectations when she recently contacted our delivery customer and requested an exchangeWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further We reviewed Ms [redacted] online order and delivery notes related to her slirangeThe [redacted] range was delivered on February 27, and she called delivery customer service on March 22, to request to exchange with a [redacted] modelThe exchange request and information was submitted to our processing teamAs clarification, once an exchange request is submitted, the case is assigned and our processing team will typically complete the exchange order within hours and will contact the consumer with the delivery date informationRegrettably, the exchange request was not assigned which delayed the exchange processWe apologize that her request for the exchange was not resubmitted or flagged when she called to check the status of her exchange orderOn March 28, when Ms [redacted] called again to check the status, the exchange request was finally resubmittedAccording to the notes, due to a system error, the salescheck number listed on Ms [redacted] order was not authenticated by our system; which delayed the exchange process once againDue to excessive delays, Ms [redacted] requested to return the range for a refund instead of an exchangeWe apologize if she was misinformed that she did not qualify for a returnSince the exchange was requested during the day return/exchange period, she would qualified for the return as wellHowever, the exchange, nor the return could be processed until the salescheck number authentication issue was resolvedOn March 31, the issue was resolved and the return of the range was processedThe range was returned on April 5, and we issued a credit of $2,to the [redacted] that was used for the purchaseWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
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
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her range where the self-clean feature doesn’t work properly We apologize that Ms [redacted] range failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] case, she purchased her range in May of 2015, and the manufacturer’s warranty expired a year after in May of We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseMs [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects With that said, a refund would only have been an option within about days of the purchase date and that time has long since been exceededAs a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms [redacted] but she will be responsible for any labor and parts charges Should Ms [redacted] wish to accept this offer, she may contact myself, [redacted] r at [redacted] or [redacted] That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] rRegulatory Complaints Specialist
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] ***
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase We apologize for any misunderstanding that may have occurredHowever, our system correctly noted that installation would be over $for the shed when we attempted to place an orderAs a courtesy, we offered to issue a $credit and Ms [redacted] acceptedThis credit was issued on April 26, 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]
May 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWe have nothing on file to support Ms [redacted] claimFurthermore, she made the purchase knowing what the price was and now she wants an adjustmentAs we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms [redacted] requestUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case, we do apologize that we failed her expectations, but our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dishwasher purchase According to our records, Ms [redacted] request was granted on a new order and she picked up the dishwasher on December 29, In light of the aforementioned information, 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,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [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 AND I HOPE THAT I GET A WORKING DISHWASHER BEFORE MARCH 15th I have been washing dishes by hand for months since I bought a new dishwasher from SEARS!! Sincerely, [redacted] ***
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Bruce [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we provided regarding the problem he encountered when he attempted to return an air mattress after our return period expired We have Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintAs previously stated, air/inflatable beds are covered in the exceptions of the Kmart Return Policy and it states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below ..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” With that being said, the air mattress that Mr [redacted] purchased on April 15, does not qualify for an exchange since it is over the day exchange periodHowever, the air mattress that Mr [redacted] purchased on July 16, would qualify for an exchange since his complaint was filed within the day exchange period We made another attempt to contact Mr [redacted] but were unable to make contactWe sent him an email and offered to assist with the exchange; or offered him a $gift card in lieu of the exchangeIf Mr [redacted] would like to accept our offer, he can contact me at (***) ***- [redacted] or at matilda[redacted] @searshc.com on or before September 2, We respectfully ask to have this matter closed pending a response from Mr [redacted] 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
August 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Carolyn [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the repair of her laundry center We have received Ms [redacted] complaint and apologize that she has had issues with the repair of her laundry center Upon receiving Ms [redacted] complaint, we escalated her concerns to Paul [redacted] , District Service Manager, who called Ms [redacted] and discussed her concerns He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/ Repair was completed and we respectfully ask to have this complaint 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
November 17, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] *** [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered when he attempted to return the parts order for a refund On November 13, we contacted [redacted] daughter and informed her that we had issued a credit of $on November 7, for the return of the part orderOn November 13, we issued an additional credit of $for the shipping and handling fee Additionally, we hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon We respectfully ask that this matter be closed, since the requested resolution has been provided 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]
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***
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]
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]
March 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer repair Upon receiving Mr [redacted] complaint, we contacted the service provider for assistance Wayne C [redacted] , Contract Services Manager, responded that MrS [redacted] declined to confirm the repair appointment Accordingly, the appointment for March 10, 2017, was canceled and no new service has been scheduled If MrS [redacted] would like to reconsider and schedule another appointment, he can contact the service provider Additionally, MrS [redacted] has requested that he be contacted by Eddie L [redacted] CEO of Sears Holdings; unfortunately, this will not be possible It appears that MrS [redacted] may have been incorrectly advised that MrL [redacted] directly handles customer complaints; the appropriate coaching will be provided to the associates in question, so that they will not set unrealistic expectations for our customers in the future Per our protocol in addressing Revdex.com complaints, Mr [redacted] concerns were forwarded to the service provider for resolutionWith that said, we have documented Mr [redacted] issue accordingly, and while MrL [redacted] or any other corporate officer may review the matter, it is the responsibility of the line of business involved to investigate the matter and offer a resolution Since MrS [redacted] has declined service at this time, no further assistance can be provided; therefore, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I still had to pay about dollars to have a Sears repairmain come out to verify that the parts needed to be replaced.as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defectiveIt was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend minutes verifying that the parts were defective and needed to be replaced.I want to be refunded the Service Call Fee that I was forced to pay Sincerely, [redacted]
July 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear MsV [redacted] We have completed the investigation of MrZ [redacted] complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with MrZ [redacted] and the points he mentioned were added back to his accountIn light of the aforementioned information, we have closed our file We apologize to MrZ [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]
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Katherine [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience and request for a refund of the return As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] ’s case, the order was fulfilled by Kathlena Boutique, LLClocated at Durfee AveEl Monte CA 91732, Email: [email protected] and telephone number (626) 986-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order, we confirmed that the item was returned back to the seller on August 8, at approximately 1:56pmTherefore, we submitted a refund request and Ms [redacted] ’s credit of $should post to her account within to business daysIn closure, since a credit is currently in process, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
June 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a billing discrepancy Unfortunately, it seems that there was a system error and Mr [redacted] account was not credited for the difference in price like it should have beenA credit for the missing amount, $426.28, was issued to Mr [redacted] account ending in [redacted] on June 4, We sincerely apologize for any inconvenience this may have caused Mr [redacted] and we want to assure him that steps have been taken to prevent further such occurrencesSince we have granted Mr [redacted] request, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 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 the problems she encountered when she requested to exchange her range for another model within the day return/exchange period It is unfortunate that we failed Ms [redacted] expectations when she recently contacted our delivery customer and requested an exchangeWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further We reviewed Ms [redacted] online order and delivery notes related to her slirangeThe [redacted] range was delivered on February 27, and she called delivery customer service on March 22, to request to exchange with a [redacted] modelThe exchange request and information was submitted to our processing teamAs clarification, once an exchange request is submitted, the case is assigned and our processing team will typically complete the exchange order within hours and will contact the consumer with the delivery date informationRegrettably, the exchange request was not assigned which delayed the exchange processWe apologize that her request for the exchange was not resubmitted or flagged when she called to check the status of her exchange orderOn March 28, when Ms [redacted] called again to check the status, the exchange request was finally resubmittedAccording to the notes, due to a system error, the salescheck number listed on Ms [redacted] order was not authenticated by our system; which delayed the exchange process once againDue to excessive delays, Ms [redacted] requested to return the range for a refund instead of an exchangeWe apologize if she was misinformed that she did not qualify for a returnSince the exchange was requested during the day return/exchange period, she would qualified for the return as wellHowever, the exchange, nor the return could be processed until the salescheck number authentication issue was resolvedOn March 31, the issue was resolved and the return of the range was processedThe range was returned on April 5, and we issued a credit of $2,to the [redacted] that was used for the purchaseWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
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
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her range where the self-clean feature doesn’t work properly We apologize that Ms [redacted] range failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] case, she purchased her range in May of 2015, and the manufacturer’s warranty expired a year after in May of We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseMs [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects With that said, a refund would only have been an option within about days of the purchase date and that time has long since been exceededAs a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms [redacted] but she will be responsible for any labor and parts charges Should Ms [redacted] wish to accept this offer, she may contact myself, [redacted] r at [redacted] or [redacted] That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] rRegulatory Complaints Specialist
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] ***
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase We apologize for any misunderstanding that may have occurredHowever, our system correctly noted that installation would be over $for the shed when we attempted to place an orderAs a courtesy, we offered to issue a $credit and Ms [redacted] acceptedThis credit was issued on April 26, 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]
May 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWe have nothing on file to support Ms [redacted] claimFurthermore, she made the purchase knowing what the price was and now she wants an adjustmentAs we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms [redacted] requestUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case, we do apologize that we failed her expectations, but our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dishwasher purchase According to our records, Ms [redacted] request was granted on a new order and she picked up the dishwasher on December 29, In light of the aforementioned information, 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,Tammie ShurbetRegulatory Complaint Specialist Sears Holdings Corporation [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 AND I HOPE THAT I GET A WORKING DISHWASHER BEFORE MARCH 15th I have been washing dishes by hand for months since I bought a new dishwasher from SEARS!! Sincerely, [redacted] ***