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]
December 17, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s rebuttal regarding non-receipt of Sears’ courtesy refund of $15.00.As clarification, our refund of $was issued to Ms Burk on the date of our letter, December 15, Ms [redacted] should allow up to business days for the refund to post to her account If Ms [redacted] would like to confirm transmission of the refund before this time frame, we ask that she contact her account provider directly, since Sears does not have any jurisdiction over the schedule individual banks and credit providers use to post debits or credits We respectfully ask to have this matter closed, pending Ms***’s receipt of our refund.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Susan [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund on both orders We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter contacting Sears’ Detail Control Center, we were able to confirm the charges for both ordersTherefore, we have processed a full refund of $for order under return receipt number Additionally, a refund of $for order under return receipt number Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both ordersThese credits should post to Ms [redacted] ’s account within to business daysIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: [redacted] – Joanne [redacted] Dear Ms [redacted] , We have completed the investigation of [redacted] complaint regarding her online order and request for a cancelation and refund Steve [redacted] Store General Manager for [redacted] ***3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further we have closed this out on our end and apologize for any inconvenience Ms [redacted] may have experiencedThe refund of $was credited back to [redacted] MasterCard account on January 28, We hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Boris [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the refund owed for his pump Upon receiving Mr [redacted] complaint, we researched his records and show that Mr [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,under salescheck# in the form of a bank check which will be received in 7-business days That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed 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, Erica [redacted] Regulatory Complaints Specialist [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer After discussing the issue with Ms [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance WarrantyThe repairs were completed on June 30, and it is our understanding that the washer is now working as designedSince we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case We apologize to the [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 satisfactoryIt is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as operating procedure from this company [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 meI filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failedShortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance Sincerely, [redacted]
September 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Sharon AS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her water softener According to our records, a check equivalent to our replacement cost for a comparable water softener was offered to MsS [redacted] and she acceptedAs such, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction that he was unable to place an order for an item that was priced incorrectly on our website As 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 granted We 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 cached In Mr [redacted] ’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed fromWe do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occurIf Mr [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [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.” As illustrated above, we do not guarantee that our site is free from error and even if Mr [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the orderWith that said, we are willing to provide Mr [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in questionMr [redacted] may contact me at Tammie[redacted] @searshc.com within the days from the date of this letter; after that, the offer will be null and voidAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints ***-***- [redacted] Email: Tammie[redacted] @searshc.com
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
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on January 14, Within the last year, Mr [redacted] has had one service call completed On July 5, 2016, under service order [redacted] , a new control board, tubing and thermistor were installed While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Mr***, and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – David S [redacted] Dear [redacted] We have completed our investigation of MrS [redacted] complaint regarding a rebate A gift card for the desired amount was mailed to MrS [redacted] home address as of November 29, As such, we have closed our fileWe apologize to MrS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
December 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused him to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, The gift card shipped out via [redacted] to the billing address and normally would arrive within to business days from the aforementioned dateHowever, due to the holidays we estimate that the arrival time will be approximately on December 7, We truly regret any inconvenience [redacted] may have experienced Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Hany [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal regarding the service he received at the Sears Outlet in Arizona Mills We have been advised that Mr [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, As stated in our previous correspondence, the issues noted in Mr [redacted] 's complaint were addressed internally with the store manager and the results internal investigations are not publicArlin [redacted] , Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr [redacted] last weekMr [redacted] went on to state that he was also aware that Mr [redacted] is not satisfied that we will not be terminating this store managerMr [redacted] has agreed to continue shopping with us at our other locationsWe reiterate, if there are any additional concerns, Mr [redacted] can contact me at 480/ [redacted] That said, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Nakkia M [redacted] Dear [redacted] We have completed the investigation of MsM [redacted] complaint regarding the failure of her freezerOur executive customer support group reached out to MsM [redacted] to let her know that she was authorized for a replacement of her refrigeratorWhen she went to the store, they were going to charge her a delivery fee even though this should have been coveredTo avoid having MsM [redacted] make another trip, our executive team processed her replacement and confirmed today that it was deliveredSince it was our understanding that this resolution met with MsM [redacted] approval and that no further assistance was needed, we have closed our fileWe apologize to MsM [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [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]
August 22th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] [redacted] Via: Revdex.com Website 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 SHIP is unable to meet MsP [redacted] because of her travel schedule related to her workThe Revdex.com’s time constraint of response time and MsP [redacted] travel schedule will not allow SHIP to address the concern MsP [redacted] hasSHIP will be working with MsP [redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with herSHIP will keep this file open internally and I will make sure we address MsP [redacted] HVAC concern We may not be able to address the Revdex.com with update letters as those updates would depend on MsP [redacted] availabilityTherefore, at this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: MrsCarolyn P [redacted] Via: 1st Class Mail
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 Sincerely, [redacted] L ***
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]
December 17, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s rebuttal regarding non-receipt of Sears’ courtesy refund of $15.00.As clarification, our refund of $was issued to Ms Burk on the date of our letter, December 15, Ms [redacted] should allow up to business days for the refund to post to her account If Ms [redacted] would like to confirm transmission of the refund before this time frame, we ask that she contact her account provider directly, since Sears does not have any jurisdiction over the schedule individual banks and credit providers use to post debits or credits We respectfully ask to have this matter closed, pending Ms***’s receipt of our refund.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Susan [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund on both orders We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter contacting Sears’ Detail Control Center, we were able to confirm the charges for both ordersTherefore, we have processed a full refund of $for order under return receipt number Additionally, a refund of $for order under return receipt number Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both ordersThese credits should post to Ms [redacted] ’s account within to business daysIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: [redacted] – Joanne [redacted] Dear Ms [redacted] , We have completed the investigation of [redacted] complaint regarding her online order and request for a cancelation and refund Steve [redacted] Store General Manager for [redacted] ***3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further we have closed this out on our end and apologize for any inconvenience Ms [redacted] may have experiencedThe refund of $was credited back to [redacted] MasterCard account on January 28, We hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Boris [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the refund owed for his pump Upon receiving Mr [redacted] complaint, we researched his records and show that Mr [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,under salescheck# in the form of a bank check which will be received in 7-business days That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed 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, Erica [redacted] Regulatory Complaints Specialist [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer After discussing the issue with Ms [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance WarrantyThe repairs were completed on June 30, and it is our understanding that the washer is now working as designedSince we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case We apologize to the [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 satisfactoryIt is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as operating procedure from this company [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 meI filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failedShortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance Sincerely, [redacted]
September 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Sharon AS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her water softener According to our records, a check equivalent to our replacement cost for a comparable water softener was offered to MsS [redacted] and she acceptedAs such, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction that he was unable to place an order for an item that was priced incorrectly on our website As 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 granted We 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 cached In Mr [redacted] ’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed fromWe do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occurIf Mr [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [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.” As illustrated above, we do not guarantee that our site is free from error and even if Mr [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the orderWith that said, we are willing to provide Mr [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in questionMr [redacted] may contact me at Tammie[redacted] @searshc.com within the days from the date of this letter; after that, the offer will be null and voidAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints ***-***- [redacted] Email: Tammie[redacted] @searshc.com
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
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on January 14, Within the last year, Mr [redacted] has had one service call completed On July 5, 2016, under service order [redacted] , a new control board, tubing and thermistor were installed While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Mr***, and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – David S [redacted] Dear [redacted] We have completed our investigation of MrS [redacted] complaint regarding a rebate A gift card for the desired amount was mailed to MrS [redacted] home address as of November 29, As such, we have closed our fileWe apologize to MrS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
December 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused him to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, The gift card shipped out via [redacted] to the billing address and normally would arrive within to business days from the aforementioned dateHowever, due to the holidays we estimate that the arrival time will be approximately on December 7, We truly regret any inconvenience [redacted] may have experienced Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Hany [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal regarding the service he received at the Sears Outlet in Arizona Mills We have been advised that Mr [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, As stated in our previous correspondence, the issues noted in Mr [redacted] 's complaint were addressed internally with the store manager and the results internal investigations are not publicArlin [redacted] , Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr [redacted] last weekMr [redacted] went on to state that he was also aware that Mr [redacted] is not satisfied that we will not be terminating this store managerMr [redacted] has agreed to continue shopping with us at our other locationsWe reiterate, if there are any additional concerns, Mr [redacted] can contact me at 480/ [redacted] That said, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Nakkia M [redacted] Dear [redacted] We have completed the investigation of MsM [redacted] complaint regarding the failure of her freezerOur executive customer support group reached out to MsM [redacted] to let her know that she was authorized for a replacement of her refrigeratorWhen she went to the store, they were going to charge her a delivery fee even though this should have been coveredTo avoid having MsM [redacted] make another trip, our executive team processed her replacement and confirmed today that it was deliveredSince it was our understanding that this resolution met with MsM [redacted] approval and that no further assistance was needed, we have closed our fileWe apologize to MsM [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [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]
August 22th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] [redacted] Via: Revdex.com Website 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 SHIP is unable to meet MsP [redacted] because of her travel schedule related to her workThe Revdex.com’s time constraint of response time and MsP [redacted] travel schedule will not allow SHIP to address the concern MsP [redacted] hasSHIP will be working with MsP [redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with herSHIP will keep this file open internally and I will make sure we address MsP [redacted] HVAC concern We may not be able to address the Revdex.com with update letters as those updates would depend on MsP [redacted] availabilityTherefore, at this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: MrsCarolyn P [redacted] Via: 1st Class Mail
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 Sincerely, [redacted] L ***