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 I JUST WISH THAT THEY WOULD SIMPLY HANDLE THE ISSUES FROM THE BEGINNING INSTEAD OF HAVING THE CUSTOMER GO THROUGH ALL THE DIFFICULTY TRYING TO GET THINGS RESOLVEDSEAR'S ECR CASE MANAGER [redacted] WAS A TREMENDOUS HELP AND VERY PROFESSIONALTHANKS Sincerely, [redacted]
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]
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]
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]
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]
Complaint: [redacted] I am rejecting this response because:I had to repurchase another set on your sister site Kmart.com and I tried to call and have the original invoice returned and reprocessed using the gift cards I have been patiently awaiting and now they told me I cannot do thisThe delay on receiving the gift cards was your error so you need to have someone fix this for me ASAPCall my cell [redacted] with the right person who can address this matter, I'm now extremely upset after all this 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
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] ***
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 *** [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
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
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 Please mail the check to: [redacted] Sincerely, [redacted]
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed the investigation of Ms [redacted] rebuttal to our previous response Since receiving Ms [redacted] follconcerns, it is our understanding that she has been contacted by a third-party service provider to schedule the removal of the double UV light Additionally, this service provider will look into Ms [redacted] concerns with the “boom” noise she claims to hear Furthermore, the local office has provided Ms [redacted] with the price breakdown she requested An offer of $has been made to MsHammond, but she has indicated that she is not satisfied with this offer Once a final offer has been made and we have confirmed the removal of the UV light, we will respond to your office Thank you for your patience Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrR [redacted] complaint regarding the service on his Tractor After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the TractorMrR [redacted] has been informed of this offer and has been provided with the necessary information to select a new TractorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for MrR [redacted] to make his selection and he has been provided with my direct contact informationMrR [redacted] has $to select a new tractorSince it is our understanding that this resolution met with MrR***’s approval, we have closed this complaint We apologize to MrR [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears*** [redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs [redacted] recevied her her new [redacted] Elite refrigeratorAfter the exchange was completed I contacted and spoke with Mrs [redacted] who informed me that the exchange was taken care of and she was very happyI have provided a copy of the exchange sales check to the [redacted] for record keeping purposesIf I can be of any other assistance to Mrand Mrs [redacted] , I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mrand Mrs [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mrand Mrs [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]
Tell us why here...July 27, Revdex.com Attn: [redacted] North Wabash Ave Suite Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mrs [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joseph A [redacted] #Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a garage door opener purchased from SearsThe garage door opener noted in Mr [redacted] ’s complaint was purchased from www.sears.com on February 28, 2016, not months ago as noted in his complaintSalescheck # confirms the purchased date That being said it is first important to note that Sears return policy is for a period of daysThis information was provided to Mrs [redacted] in an email when she received after she completed her purchase who as noted in the complaint purchased the garage door for her husband Sears return policy states verbatim: If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsIf there were any issues with the box when the unit was picked up, the store personnel should have been notified and an exchange processedOur contact information indicates that Sears was advised of the issues with the garage door opener on January 2, 2017, some months after its purchaseSince so much time has passed, we are unable to assist Mr [redacted] and will not be providing him with the $as requestedIf there are any functionality issues with the operation of the garage door opener, Mr [redacted] can schedule a service call by calling 800-469-The unit came with a day labor warranty and the parts are covered for yearsMr [redacted] notes that he installed the unit and if any parts were purchased, we would like to see the sales check for the parts for possible reimbursementMr [redacted] can email me a copy of his salescheck for the parts by emailing me at [redacted] Since we have reiterated our return policy regarding the online purchase of the garage door opener, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# *** Mr [redacted] called Ms [redacted] and discussed her complaint Ms [redacted] refuses to bring her vehicle back to the auto center for an evaluation He suggested Ms [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined 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] Regulatory Complaints Specialist [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 I JUST WISH THAT THEY WOULD SIMPLY HANDLE THE ISSUES FROM THE BEGINNING INSTEAD OF HAVING THE CUSTOMER GO THROUGH ALL THE DIFFICULTY TRYING TO GET THINGS RESOLVEDSEAR'S ECR CASE MANAGER [redacted] WAS A TREMENDOUS HELP AND VERY PROFESSIONALTHANKS Sincerely, [redacted]
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]
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]
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]
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]
Complaint: [redacted] I am rejecting this response because:I had to repurchase another set on your sister site Kmart.com and I tried to call and have the original invoice returned and reprocessed using the gift cards I have been patiently awaiting and now they told me I cannot do thisThe delay on receiving the gift cards was your error so you need to have someone fix this for me ASAPCall my cell [redacted] with the right person who can address this matter, I'm now extremely upset after all this 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
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] ***
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 *** [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
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
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 Please mail the check to: [redacted] Sincerely, [redacted]
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed the investigation of Ms [redacted] rebuttal to our previous response Since receiving Ms [redacted] follconcerns, it is our understanding that she has been contacted by a third-party service provider to schedule the removal of the double UV light Additionally, this service provider will look into Ms [redacted] concerns with the “boom” noise she claims to hear Furthermore, the local office has provided Ms [redacted] with the price breakdown she requested An offer of $has been made to MsHammond, but she has indicated that she is not satisfied with this offer Once a final offer has been made and we have confirmed the removal of the UV light, we will respond to your office Thank you for your patience Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrR [redacted] complaint regarding the service on his Tractor After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the TractorMrR [redacted] has been informed of this offer and has been provided with the necessary information to select a new TractorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for MrR [redacted] to make his selection and he has been provided with my direct contact informationMrR [redacted] has $to select a new tractorSince it is our understanding that this resolution met with MrR***’s approval, we have closed this complaint We apologize to MrR [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears*** [redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs [redacted] recevied her her new [redacted] Elite refrigeratorAfter the exchange was completed I contacted and spoke with Mrs [redacted] who informed me that the exchange was taken care of and she was very happyI have provided a copy of the exchange sales check to the [redacted] for record keeping purposesIf I can be of any other assistance to Mrand Mrs [redacted] , I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mrand Mrs [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mrand Mrs [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]
Tell us why here...July 27, Revdex.com Attn: [redacted] North Wabash Ave Suite Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mrs [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joseph A [redacted] #Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a garage door opener purchased from SearsThe garage door opener noted in Mr [redacted] ’s complaint was purchased from www.sears.com on February 28, 2016, not months ago as noted in his complaintSalescheck # confirms the purchased date That being said it is first important to note that Sears return policy is for a period of daysThis information was provided to Mrs [redacted] in an email when she received after she completed her purchase who as noted in the complaint purchased the garage door for her husband Sears return policy states verbatim: If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsIf there were any issues with the box when the unit was picked up, the store personnel should have been notified and an exchange processedOur contact information indicates that Sears was advised of the issues with the garage door opener on January 2, 2017, some months after its purchaseSince so much time has passed, we are unable to assist Mr [redacted] and will not be providing him with the $as requestedIf there are any functionality issues with the operation of the garage door opener, Mr [redacted] can schedule a service call by calling 800-469-The unit came with a day labor warranty and the parts are covered for yearsMr [redacted] notes that he installed the unit and if any parts were purchased, we would like to see the sales check for the parts for possible reimbursementMr [redacted] can email me a copy of his salescheck for the parts by emailing me at [redacted] Since we have reiterated our return policy regarding the online purchase of the garage door opener, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# *** Mr [redacted] called Ms [redacted] and discussed her complaint Ms [redacted] refuses to bring her vehicle back to the auto center for an evaluation He suggested Ms [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined 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] Regulatory Complaints Specialist [redacted]