November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item she wished to orderAs clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, there was a price threshold attached to this promotion; the treadmill had to be selling $or more to qualify, but for some reason, the system allowed her to place it in her cart and showed free delivery, but when she went to checkout, the delivery fee populated as it should Even if the order had gone through, we would have been within our rights to cancel the order per our terms and conditionsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, we have offered to provide [redacted] with a credit equal to the cost of delivery if she wishes to place her orderWe will also credit half of the cost for assembly if she wishes for that service to be provided since it is a separate fee as an additional courtesy [redacted] has my email address and she has been informed as to how to proceed if she wishes to accept the offerAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
October 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Darryl W [redacted] - # [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with his local Sears Optical location We are in receipt of MrW [redacted] complaint filed with your office [redacted] Retail’s vision is to provide legendary serviceWe are sorry that MrW [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] Mall in Jersey City, New Jersey Please be advised that this Sears Optical is operated by [redacted] North America Inc., as the licensee of Sears Holdings Corporation Melissa H [redacted] Customer Relations Consultant for [redacted] Retail, has provided the following response, and we have included it in its entirety below: MrW [redacted] states that he purchased two pairs of eyewear this year and that he was having acuity issues He is requesting that his eyewear be evaluated or that he be reimbursed $ We apologize for any frustration that MrW [redacted] may have experienced with this situationFeedback from our customers is appreciated MsH [redacted] spoke with MrW [redacted] on October 5, 2017, and she agreed to send him a refund check for the amount of $ MrW [redacted] should receive the check within five to seven business days MrW [redacted] indicated that he was pleased that she contacted him and with the resolution In light of the above, we feel this matter has been resolved Thank you for contacting [redacted] Retail In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Brand Support, Sears Optical [redacted] We apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refundAlthough I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding meI request that the complaint be closed and I will not patron a Sears store from here on outThey have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears Sincerely, [redacted]
[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]
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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meYes, they have issued my full refund as well as the in point rewardsThank you for your assistance Sincerely, [redacted]
April 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his garage door opener Mr [redacted] has not paid for installation for his garage door openerHe paid for shipping, but did not select the $installation fee option We have no records on file to corroborate his assertion that this service was scheduled for $and he has not been charged for itIf Mr [redacted] was incorrectly told the fee would be $69.99, we apologizeHowever, the charge is $and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door openerAs a courtesy, we are willing to discount the $fee by 20%Should Mr [redacted] wish to accept, I may be reached during business hours at the email address listed below We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
Complaint: [redacted] I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint Sincerely, [redacted] ***
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her grill First of all, we want to address the “protective coating” [redacted] mentioned Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rustStainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedRegardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in timeThe third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our recordsFinally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and of [redacted] s’ owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated aboveThe manufacturer’s warranty only covers her burners at this point in time in regard to rustAdditionally, [redacted] s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosionFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during business hoursIf the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not coveredWe can provide her with an estimate if the situation is repairable and factor in the 25% discountIf the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clauseShould [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesyThis would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandiseAgain, [redacted] may email me at [redacted] during business hours if she wishes to accept one of the offers noted above In light of the aforementioned information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ August 13, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via: Revdex.com website Dear Ms [redacted] I have been in correspondence with Ms [redacted] in regards to her HVAC service concernsMs [redacted] confirmed with me that she has a friend that services her HVAC unit, and he was out of town at this point so she called Sears for a service[redacted] was the service technician that came out to diagnose what the problem was with Ms [redacted] 's unitI am currently corresponding with the District service office to review the details of Ms [redacted] 's appointment Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5566, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although your review of the details surrounding the events that your technician performed were transposed and did not happen as such, the services I requested were not rendered nor was I informed of any additional charges for leak test when I made the initial service request as I indicatedI accepting the terms of this claim with no further liability or responses needed to or from Sears corporation [redacted]
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] - Lola C [redacted] Dear Ms [redacted] We have completed our investigation of MsC [redacted] complaint regarding her Sears Home Warranty We would first like to point out that [redacted] Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] *ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that MsC [redacted] was provided a refund for the premium that was paid for the warranty in the amount of $They are currently waiting information from the service company before addressing her request to refund the $deductibleSince CCHS is addressing the issue we have closed this case We apologize to MsC [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a refrigerator purchased from Sears [redacted] ***, Manager of the Sears in Bismarck provided the following response: I have processed an exchange for Ms [redacted] her new refrigerator will be delivered on March 2, Ms [redacted] has my office number and email address and I will be her point of contact moving forwardIf Ms [redacted] has any additional concerns, I invite her to contact me directlyThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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]
August 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online did issue a return label and promised a refund upon the return of the shoesTherefore, Mr [redacted] may return the shoes using the label he was provided withWe will ensure that a full refund is issued back to his original form of paymentAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the full refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
I am sorry, but I no longer have the receipt and the factory warranty was only for the first Days Sears should be able to verify sales informationMy complaint is based on unscrupulous business and labor practices and misrepresentation of the manufacturer/product informationThis was not a cheap purchase and should have lasted more than yearsSears handling of the situation was very poorThey took no responsibility for a poorly designed defective productTo be told that it would cost almost $to fix and wait weeks without a refrigerator is unacceptableFurthermore, to be told by the licensed repair technician for Sears that this model has a lot of known problems and that there is no guarantee that this repair/ part would last beyond the day warranty is just wrongTo be constantly worrying that your refrigerator will die and ruin your not only your food, but you floor/cabinets is just plain wrong Sears should have duty and or responsibility to recall or return this product for credit or refundI could not afford or justify spending $for a warranty then or $a month nowPlease help and look into this
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 meASSUMING they send the money back to me the matter is resolved -- If I do not receive the refund within days the matter is not resolved Because they have perviously told me on multiple occasions they will send the money and it has never arrived I am still highly skeptical Sincerely, Brenda H [redacted]
Revdex.com: Best Home Furnishings was very proactive on the complaint I filed against them in Indiana Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filedThey then emailed me instructions and sent me replacement parts It was as simple as unplugging the defective remote and plugging in the newThis happened August Sears sent me round and round to different phone numbers I was tired of waiting on them, so I took ***s recommendation This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with ***s help Sincerely, Lanny [redacted]
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the order she placed from a third party seller, [redacted] As we noted, Ms [redacted] order was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors In the case for this item, it seems that the wrong item was sent [redacted] fulfilled this order and according to the terms noted on our site, they would be responsible for any issues [redacted] noted that they did not have any more of these items to replace the incorrect one that was sent so their only option was to issue a refundThis was done, making Ms [redacted] whole As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded.” [redacted] also has their return policy listed: “ [redacted] & [redacted] Return Policy We Hope That You Are Fully Satisfied With Your Purchase However If You Are Not, You May Return The Item Within Days From The Order Date For A Full Refund Of The Purchase Price, Minus The Shipping And Handling(See Below For Certain Restrictions.) The Item Must Be Returned, In New Or Like-New Condition, And In Its Original Packaging, And With All Paperwork Including Manuals, Assembly Instructions And Your Packing Slip, As Well As All Accessories To Ensure Full CreditOnline Purchases Returned Within Days To Our Online Returns Center By Mail Will Receive A Refund Of The Price Of The Item And Any Applicable Taxes Will Be Issued In The Original Form Of Payment Used To Purchase The Item Except When Returning An Online Item To A Store And When Returning An Item Paid For With Our Pay In Store Payment OptionItems Must Be Returned, In New, Or Like-New Condition, And In Its Original Packaging, And With All Paperwork Including Manuals, Assembly Instructions And Your Packing Slip, As Well As All Accessories To Ensure Full CreditPlease Note The Following Items: Pre-Recorded Movies & Music; Computer & Video Game Software; Trading Cards; And Breast Pumps Must Be Returned In Its Original, Sealed And Unopened Packages Along With An In-Store Receipt Or Online Packing Slip For RefundIf The Packages Have Been Opened, The Items May Only Be Exchanged For The Identical Items Or TitlesExceptions To 90-Day Policy Return Guidelines For Computer Hardware, Cameras, Camcorders, Digital Audible Players, Video Game Hardware, Personal DVD Player, No Contract Cell Phones And Baby MonitorsWe Will Accept Returns Of The Following Items Within Days, From The Date Of Purchase: Computer Hardware (EReaders, Netbooks, Tablets); Cameras; Camcorders; Digital Audio Players; Video Game Hardware; Personal DVD Player; No-Contract Cell Phones And Baby MonitorsThe Original In-Store Receipt Or Online Packing Slip Is Required And The Item Must Be Returned In Its Original Package For A Refund Or ExchangeThe Packing Slip In Your Package Will Contain Detailed Instructions For Returning An ItemUnless Your Packing Slip Directs You To Ship The Item To A Different Address (And If So, Follow Such Directions), You May Choose To Return Your Item To Your Local [redacted] Location Or Ship The Return Package To: Instructions For Returns To Our Online Returns Center There Are Easy Ways To Return Your Item(S) To Our Online Returns Center! Regardless Of Which Method You Use, Please Follow These Simple Instructions (It's Important To Note That The Instructions Below Must Be Followed In Order To Allow Us The Opportunity To Process Your Return)Send The Item In Its Original PackagingBundles • Items Purchased As Part Of A Build Your Own Bundle Must Be Returned As A GroupThe Individual Items That Make Up The Bundle Cannot Be Returned IndividuallyPersonal Data • Please Remove All Personal Data (E.G., Computer Or Wireless Phone Data, Videotapes), From Any Returned Items [redacted] Is Not Responsible For Any Personal Data Left On Or In These ItemsPromotional Items • Any Product That Is Returned Without A Promotional Item(S) That Was Included With The Original Transaction (E.G., Buy A TV, Get A Free DVD Player; Buy A TV, Get A Free Gift Card; Or Buy A TV, Get A DVD Player Half Off) Will Have The Value Of The Promotional Item Deducted From The Refund AmountPack The Item Carefully So That It Will Not Be Damaged During The Shipping ProcessNo Credit Will Be Issued For Items Missing Components, Parts, Original Box, Packaging Material, Contents, Accessories And/Or Manuals (I.E., Any Product Not In "Like New" Condition)Include Your Original Packing SlipWe Will Not Be Able To Process A Return For Any Shipment Received Without A Packing SlipIMPORTANT: You Must Check The Reason For Your Return From The List Provided On Your Packing Slip In Order For Your Return To Be ProcessedIf You Selected Damaged, Defective Or Other, You Must State The Nature Of The Damage Or Defect, Or The Reason For "Other" In The Space Provided On The Packing Slip In Order For Us To Properly Process Your Return.” In closure, since the price and or description shown was not accurate, and Ms [redacted] has received a refund without requiring her to return the incorrect item in accordance with the terms of the return policy listed for [redacted] **, an exception has already been made; therefore, she has been made whole We apologize for any inconvenience Ms [redacted] may have experienced as a result of this issue, but we are not obligated to provide her with an additional $as result As this decision is in accordance to our posted terms and conditions and those of the seller, [redacted] **, 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] Specialist, Regulatory Complaints [redacted]
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item she wished to orderAs clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, there was a price threshold attached to this promotion; the treadmill had to be selling $or more to qualify, but for some reason, the system allowed her to place it in her cart and showed free delivery, but when she went to checkout, the delivery fee populated as it should Even if the order had gone through, we would have been within our rights to cancel the order per our terms and conditionsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, we have offered to provide [redacted] with a credit equal to the cost of delivery if she wishes to place her orderWe will also credit half of the cost for assembly if she wishes for that service to be provided since it is a separate fee as an additional courtesy [redacted] has my email address and she has been informed as to how to proceed if she wishes to accept the offerAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
October 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Darryl W [redacted] - # [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with his local Sears Optical location We are in receipt of MrW [redacted] complaint filed with your office [redacted] Retail’s vision is to provide legendary serviceWe are sorry that MrW [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] Mall in Jersey City, New Jersey Please be advised that this Sears Optical is operated by [redacted] North America Inc., as the licensee of Sears Holdings Corporation Melissa H [redacted] Customer Relations Consultant for [redacted] Retail, has provided the following response, and we have included it in its entirety below: MrW [redacted] states that he purchased two pairs of eyewear this year and that he was having acuity issues He is requesting that his eyewear be evaluated or that he be reimbursed $ We apologize for any frustration that MrW [redacted] may have experienced with this situationFeedback from our customers is appreciated MsH [redacted] spoke with MrW [redacted] on October 5, 2017, and she agreed to send him a refund check for the amount of $ MrW [redacted] should receive the check within five to seven business days MrW [redacted] indicated that he was pleased that she contacted him and with the resolution In light of the above, we feel this matter has been resolved Thank you for contacting [redacted] Retail In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Brand Support, Sears Optical [redacted] We apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although not a SINGLE human being (both online or in store) was able to help me, I did receive my partial refundAlthough I am not totally satisfied by Sears willingly choosing to keep he service and cancellation fees despite their fraudulent behavior and lies, based upon the lack of integrity shown to me over and over again, I do not see Sears doing the right thing and fully refunding meI request that the complaint be closed and I will not patron a Sears store from here on outThey have lost a customer for life and I will make sure everyone I know ( through word of mouth and on social media) not to patron Sears Sincerely, [redacted]
[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]
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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meYes, they have issued my full refund as well as the in point rewardsThank you for your assistance Sincerely, [redacted]
April 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his garage door opener Mr [redacted] has not paid for installation for his garage door openerHe paid for shipping, but did not select the $installation fee option We have no records on file to corroborate his assertion that this service was scheduled for $and he has not been charged for itIf Mr [redacted] was incorrectly told the fee would be $69.99, we apologizeHowever, the charge is $and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door openerAs a courtesy, we are willing to discount the $fee by 20%Should Mr [redacted] wish to accept, I may be reached during business hours at the email address listed below We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
Complaint: [redacted] I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint Sincerely, [redacted] ***
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her grill First of all, we want to address the “protective coating” [redacted] mentioned Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rustStainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedRegardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in timeThe third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our recordsFinally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and of [redacted] s’ owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated aboveThe manufacturer’s warranty only covers her burners at this point in time in regard to rustAdditionally, [redacted] s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosionFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during business hoursIf the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not coveredWe can provide her with an estimate if the situation is repairable and factor in the 25% discountIf the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clauseShould [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesyThis would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandiseAgain, [redacted] may email me at [redacted] during business hours if she wishes to accept one of the offers noted above In light of the aforementioned information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ August 13, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via: Revdex.com website Dear Ms [redacted] I have been in correspondence with Ms [redacted] in regards to her HVAC service concernsMs [redacted] confirmed with me that she has a friend that services her HVAC unit, and he was out of town at this point so she called Sears for a service[redacted] was the service technician that came out to diagnose what the problem was with Ms [redacted] 's unitI am currently corresponding with the District service office to review the details of Ms [redacted] 's appointment Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5566, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although your review of the details surrounding the events that your technician performed were transposed and did not happen as such, the services I requested were not rendered nor was I informed of any additional charges for leak test when I made the initial service request as I indicatedI accepting the terms of this claim with no further liability or responses needed to or from Sears corporation [redacted]
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] - Lola C [redacted] Dear Ms [redacted] We have completed our investigation of MsC [redacted] complaint regarding her Sears Home Warranty We would first like to point out that [redacted] Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] *ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that MsC [redacted] was provided a refund for the premium that was paid for the warranty in the amount of $They are currently waiting information from the service company before addressing her request to refund the $deductibleSince CCHS is addressing the issue we have closed this case We apologize to MsC [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a refrigerator purchased from Sears [redacted] ***, Manager of the Sears in Bismarck provided the following response: I have processed an exchange for Ms [redacted] her new refrigerator will be delivered on March 2, Ms [redacted] has my office number and email address and I will be her point of contact moving forwardIf Ms [redacted] has any additional concerns, I invite her to contact me directlyThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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]
August 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online did issue a return label and promised a refund upon the return of the shoesTherefore, Mr [redacted] may return the shoes using the label he was provided withWe will ensure that a full refund is issued back to his original form of paymentAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the full refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
I am sorry, but I no longer have the receipt and the factory warranty was only for the first Days Sears should be able to verify sales informationMy complaint is based on unscrupulous business and labor practices and misrepresentation of the manufacturer/product informationThis was not a cheap purchase and should have lasted more than yearsSears handling of the situation was very poorThey took no responsibility for a poorly designed defective productTo be told that it would cost almost $to fix and wait weeks without a refrigerator is unacceptableFurthermore, to be told by the licensed repair technician for Sears that this model has a lot of known problems and that there is no guarantee that this repair/ part would last beyond the day warranty is just wrongTo be constantly worrying that your refrigerator will die and ruin your not only your food, but you floor/cabinets is just plain wrong Sears should have duty and or responsibility to recall or return this product for credit or refundI could not afford or justify spending $for a warranty then or $a month nowPlease help and look into this
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 meASSUMING they send the money back to me the matter is resolved -- If I do not receive the refund within days the matter is not resolved Because they have perviously told me on multiple occasions they will send the money and it has never arrived I am still highly skeptical Sincerely, Brenda H [redacted]
Revdex.com: Best Home Furnishings was very proactive on the complaint I filed against them in Indiana Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filedThey then emailed me instructions and sent me replacement parts It was as simple as unplugging the defective remote and plugging in the newThis happened August Sears sent me round and round to different phone numbers I was tired of waiting on them, so I took ***s recommendation This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with ***s help Sincerely, Lanny [redacted]
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the order she placed from a third party seller, [redacted] As we noted, Ms [redacted] order was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors In the case for this item, it seems that the wrong item was sent [redacted] fulfilled this order and according to the terms noted on our site, they would be responsible for any issues [redacted] noted that they did not have any more of these items to replace the incorrect one that was sent so their only option was to issue a refundThis was done, making Ms [redacted] whole As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded.” [redacted] also has their return policy listed: “ [redacted] & [redacted] Return Policy We Hope That You Are Fully Satisfied With Your Purchase However If You Are Not, You May Return The Item Within Days From The Order Date For A Full Refund Of The Purchase Price, Minus The Shipping And Handling(See Below For Certain Restrictions.) The Item Must Be Returned, In New Or Like-New Condition, And In Its Original Packaging, And With All Paperwork Including Manuals, Assembly Instructions And Your Packing Slip, As Well As All Accessories To Ensure Full CreditOnline Purchases Returned Within Days To Our Online Returns Center By Mail Will Receive A Refund Of The Price Of The Item And Any Applicable Taxes Will Be Issued In The Original Form Of Payment Used To Purchase The Item Except When Returning An Online Item To A Store And When Returning An Item Paid For With Our Pay In Store Payment OptionItems Must Be Returned, In New, Or Like-New Condition, And In Its Original Packaging, And With All Paperwork Including Manuals, Assembly Instructions And Your Packing Slip, As Well As All Accessories To Ensure Full CreditPlease Note The Following Items: Pre-Recorded Movies & Music; Computer & Video Game Software; Trading Cards; And Breast Pumps Must Be Returned In Its Original, Sealed And Unopened Packages Along With An In-Store Receipt Or Online Packing Slip For RefundIf The Packages Have Been Opened, The Items May Only Be Exchanged For The Identical Items Or TitlesExceptions To 90-Day Policy Return Guidelines For Computer Hardware, Cameras, Camcorders, Digital Audible Players, Video Game Hardware, Personal DVD Player, No Contract Cell Phones And Baby MonitorsWe Will Accept Returns Of The Following Items Within Days, From The Date Of Purchase: Computer Hardware (EReaders, Netbooks, Tablets); Cameras; Camcorders; Digital Audio Players; Video Game Hardware; Personal DVD Player; No-Contract Cell Phones And Baby MonitorsThe Original In-Store Receipt Or Online Packing Slip Is Required And The Item Must Be Returned In Its Original Package For A Refund Or ExchangeThe Packing Slip In Your Package Will Contain Detailed Instructions For Returning An ItemUnless Your Packing Slip Directs You To Ship The Item To A Different Address (And If So, Follow Such Directions), You May Choose To Return Your Item To Your Local [redacted] Location Or Ship The Return Package To: Instructions For Returns To Our Online Returns Center There Are Easy Ways To Return Your Item(S) To Our Online Returns Center! Regardless Of Which Method You Use, Please Follow These Simple Instructions (It's Important To Note That The Instructions Below Must Be Followed In Order To Allow Us The Opportunity To Process Your Return)Send The Item In Its Original PackagingBundles • Items Purchased As Part Of A Build Your Own Bundle Must Be Returned As A GroupThe Individual Items That Make Up The Bundle Cannot Be Returned IndividuallyPersonal Data • Please Remove All Personal Data (E.G., Computer Or Wireless Phone Data, Videotapes), From Any Returned Items [redacted] Is Not Responsible For Any Personal Data Left On Or In These ItemsPromotional Items • Any Product That Is Returned Without A Promotional Item(S) That Was Included With The Original Transaction (E.G., Buy A TV, Get A Free DVD Player; Buy A TV, Get A Free Gift Card; Or Buy A TV, Get A DVD Player Half Off) Will Have The Value Of The Promotional Item Deducted From The Refund AmountPack The Item Carefully So That It Will Not Be Damaged During The Shipping ProcessNo Credit Will Be Issued For Items Missing Components, Parts, Original Box, Packaging Material, Contents, Accessories And/Or Manuals (I.E., Any Product Not In "Like New" Condition)Include Your Original Packing SlipWe Will Not Be Able To Process A Return For Any Shipment Received Without A Packing SlipIMPORTANT: You Must Check The Reason For Your Return From The List Provided On Your Packing Slip In Order For Your Return To Be ProcessedIf You Selected Damaged, Defective Or Other, You Must State The Nature Of The Damage Or Defect, Or The Reason For "Other" In The Space Provided On The Packing Slip In Order For Us To Properly Process Your Return.” In closure, since the price and or description shown was not accurate, and Ms [redacted] has received a refund without requiring her to return the incorrect item in accordance with the terms of the return policy listed for [redacted] **, an exception has already been made; therefore, she has been made whole We apologize for any inconvenience Ms [redacted] may have experienced as a result of this issue, but we are not obligated to provide her with an additional $as result As this decision is in accordance to our posted terms and conditions and those of the seller, [redacted] **, 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] Specialist, Regulatory Complaints [redacted]