August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Maryann Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of her washer and her request for an exchange or refund While we understand that Ms [redacted] is not satisfied with the performance of her washer, she does not qualify for an exchange or a returnAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the washer on October 18, 2015, she is clearly over the 30-day “hassle-free” return/exchange periodWe also researched Ms [redacted] ’s model, 11026132410, and there are no recalls listed by the manufacturer for her washer We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsLebo request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
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, Vesta ***
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request to be reimbursed $for a part he purchased to repair his snow thrower himself Our records show a snow thrower purchase that Mr [redacted] bought in December of That item had a year warranty and could be brought in for a “carry-in” repair to any of our stores or one of our part and repair centers if there is one in the areaIn Mr [redacted] case we do not see that any repair was ever set up through Sears on his snow throwerIf this is incorrect and he did take the snow thrower in to Sears for a repair, and has some sort of receipt to support this, then we would certainly be willing to review his receipt for parts for possible reimbursementOtherwise though, if he took it upon himself to perform work that was unauthorized by Sears and could have voided any warranty if it had not already expired in December, then he would not be eligible for reimbursement We apologize to Mr***and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her range and her subsequent request for a replacement range As Clarification, the Master Protection Agreement MsB [redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product 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 recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit Upon receipt of this complaint, our records confirmed that Sears completed a total of service orders for MsB [redacted] range since her purchase date of October 13, However, parts were replaced on only of the service orders The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsB [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines With this having been said, MsB [redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th MsB [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ( [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsB [redacted] purchased for her range, we have closed our file regarding this matter 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 [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - William [redacted] Dear Ms [redacted] : We have not been able to complete our investigation of Mr [redacted] complaint regarding his vacuum cleaner We were unable to find a profile for Mr [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaintIf Mr [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issueWith that being said we have closed this case pending additional information from Mr [redacted] We apologize to Mr [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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for addressing this horrible customer service experienceCustomers don't like being abused, and especially by "Assistant Manager" staff, who should not only know company policy allows me to use my credit card for purchases, but knows that it is NEVER appropriate to be abusive, condescending, and threatening towards a customer who is trying to do soWhile you won't tell me what steps were taken to resolve this "misunderstanding" (poor choice of words on your part for what actually happened), I hope, for the sake of other customers and your store's culture, you sent that "Assistant Manager" packingWere I his manager, he would have been walked to the door on the spotI have spoken with store manager Justin [redacted] , who seems to clearly understand both points & above very wellLet's hope others in his organization do too
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, Diane B [redacted]
June 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund We would first like to apologize for any inconvenience Mr [redacted] may have experienced and for the delay in responding to this matterAfter forwarding this information to Sears Gift Card department, we received a response on June 17, The team confirmed that two email refund gift cards were already adjusted earlier this month and the full refund of $and $on the other gift card are thereShould Mr [redacted] have any further concerns, he may contact the corporate gift card line directly at [redacted] In the interim, we have noted Mr [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
November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sharon [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she contacted Sears Home Services to repair her dishwasher We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms***’s complaint and the notes in her service order, we find that her request to have the outstanding bill of $cleared to be a reasonable request Accordingly, we contacted our Billing department to request that the outstanding bill be cleared from our systemLead Support Associate Christy [redacted] responded on November 9, 2016, that the invoice was removed from our billing system; Ms [redacted] should no longer receive any bills dated after November 9th This letter will serve as Ms***’s documentation that she does not owe Sears Home Services $for the repair completed under service order With that said, since we have honored Ms***’s request to zero out her invoice, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding a recently purchased washer First, we would like to apologize to Mrs [redacted] for failing her expectations in regard the washer she purchasedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs [redacted] Upon receiving Mrs [redacted] complaint, we contacted the local service unit to see if sooner service could be provided [redacted] with [redacted] was able to move up Mrs [redacted] appointment to July 14, When [redacted] called Mrs [redacted] to apologize for the delay in service and to ask if she wanted to accept the sooner service date, she reached her husband Mr [redacted] thanked [redacted] for calling but advised that service was no longer necessary because the washer and part were returned to the store of purchase With that said, since we have documented Mrs [redacted] concerns with the repair process and confirmed that further service is not necessary; we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his washer Our records show that Mr [redacted] was authorized for a replacement of his washer on March 13, by the Sears Protection Agreement Benefits departmentIf he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted] Since Mr [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement we have closed this case We apologize to Mr [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]
Complaint: [redacted] I am rejecting this response because: They will not stand behind their product and NO refrigerator should break down within months of purchase I questioned this and pushed for a replacement back in and they assured me it was a fluke thing This was not the case since it broke down again this year and as for no repair...I was told by the serviceman that it was the control board which costs over $and I would be better off just getting a new refrigerator NO WONDER SEARS is going out of business!! Sincerely, [redacted]
April 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and dryer We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted Because we value [redacted] patronage, we have processed a $gift card for any inconveniences that she may have experienced The gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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 Complaints Specialist [redacted]
February 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] – John Brian B [redacted] Dear Ms [redacted] We have completed the investigation of MrB [redacted] complaint regarding his recent online order experience and his request to have the item delivered immediately Tammy A [redacted] , District Sales Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience MrB [redacted] experienced and we can understand his frustration with the series of events noted in his complaintAfter researching this matter, we found that the item was no longer available to reorder after it was shorted on the shipment to the storeThe store contacted Sears Corporate office to see if they could place an order from a warehouse in the nation that we have access to in an attempt to resolve this matterFortunately, the order was completed last Thursday and the store should have the jack within two weeks according to the corporate officeThe local store owner has tried to contact MrB [redacted] and left him a voicemail to advise him of this informationHowever, we have not received a return call as of yetWe will continue to reach out to MrB [redacted] to update him on the status of the item and once it is received, we will be delivering it to himShould MrB [redacted] have any questions, he may contact the local store directly at [redacted] In the interim, we have noted MrB [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the product We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsD [redacted] complaint regarding the installation of his water heater It was our understanding that Kathy L [redacted] from our installation group has been trying to reach MrD***If MrD [redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to MrD [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] ’s complaint regarding her washerWe apologize for the delay in responding to this complaintWe are currently researching this issueWe are in contact with Ms [redacted] and are currently waiting additional information from herWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If MrNorris’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this timeWe apologize again 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 SpecialistSears Holdings Corporation [redacted]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay with our refund process for her cancelled online Kmart order for a treadmillIt is unfortunate that we failed Ms [redacted] expectations when she recently ordered a treadmill onlineWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe investigated and reviewed the delivery notes related to Ms [redacted] order and discovered that the order was not properly closed, and the order indicated that the treadmill was deliveredWe reached out the warehouse and received a copy of the bill of lading indicating that the treadmill was not delivered to Ms [redacted] home but in fact returned to the local Kmart storeAs clarification, a return unit is typically returned to the warehouse and then credit is automatically processedOn January 14, we issued a credit of $to Ms [redacted] She should receive a bank check within 7- business daysWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her initial acceptance of a repair on her dryer until the dollar amount exceeded what she wanted to invest in an older appliance, so she requested a refund of prior chargesAs clarification, under our 90-day repair guarantee if further repairs are found to be necessary then the consumer would only be responsible for the part charges if the parts are not ones that were already replacedIn instances where the newer estimate exceeds an amount that the consumer wanted to pay, then a refund can be requested for all parts and labor above our non-refundable diagnostic/trip feeWhen this happens, the technician is supposed to remove any previously installed parts, and then submit a refund request to our billing departmentIn Ms [redacted] case, it does not appear this happened when the technician was last at her homeAs she had noted, the previously installed part had failed, so this might have been why the technician did not uninstall it; however, a refund request should have still be submitted and it was notOur trip fee for dryers in this area is $plus taxThat means that she should have received a refund for $455.18, and we would have retained $When our customer support group received her complaint, they were unable to issue a refund since the paperwork was never submitted by the technician so they issued her the maximum amount of 50% that they could offerThat means Ms [redacted] is still owed $We would be willing to send this to her as a mailed bank check, but we need to confirm if her mailing address is the same as the physical address where she received serviceIf she could call or email me to confirm this, I will process the refund to be sent to herMy email address is [redacted] and phone number is [redacted] I will be out of the office starting July 1st returning on July 5th, so if she contacts me after 3:pm CT on Thursday, I will process the refund upon my return TuesdayIn the interim, since we are willing to provide Ms [redacted] with a refund for all charges except our diagnostic fee, and we are only awaiting her confirmation for her mailing address, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the mixer onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period In this case, because it was within the days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms [redacted] to return the mixer for a refundOn October 4, Store Manager [redacted] contacted Ms [redacted] and offered to process the returnWe issued Ms [redacted] a credit of $to her credit card ending in We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 18, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – John [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his online order experience and his request to return the merchandise After researching this matter, we were able to confirm Mr [redacted] request to return the merchandise within the day return timeframeSears Home Delivery confirmed that the Online Business unit is unable to authorize the return and refund due to their system limitationsHowever, the return has been approved by Sears Home Delivery who contacted Mr [redacted] to notify him of this resolution and arrange a returnCurrently, the pickup of the product is scheduled for January 18, 2018, due to the upcoming holidaysSears will continue to monitor this case until the return is completed and Mr [redacted] is refundedShould Mr [redacted] have any questions, he may contact Sears Home Delivery directly at (888) 848-In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending the completion of his return and refund 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 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Maryann Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of her washer and her request for an exchange or refund While we understand that Ms [redacted] is not satisfied with the performance of her washer, she does not qualify for an exchange or a returnAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the washer on October 18, 2015, she is clearly over the 30-day “hassle-free” return/exchange periodWe also researched Ms [redacted] ’s model, 11026132410, and there are no recalls listed by the manufacturer for her washer We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsLebo request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
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, Vesta ***
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request to be reimbursed $for a part he purchased to repair his snow thrower himself Our records show a snow thrower purchase that Mr [redacted] bought in December of That item had a year warranty and could be brought in for a “carry-in” repair to any of our stores or one of our part and repair centers if there is one in the areaIn Mr [redacted] case we do not see that any repair was ever set up through Sears on his snow throwerIf this is incorrect and he did take the snow thrower in to Sears for a repair, and has some sort of receipt to support this, then we would certainly be willing to review his receipt for parts for possible reimbursementOtherwise though, if he took it upon himself to perform work that was unauthorized by Sears and could have voided any warranty if it had not already expired in December, then he would not be eligible for reimbursement We apologize to Mr***and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her range and her subsequent request for a replacement range As Clarification, the Master Protection Agreement MsB [redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product 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 recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit Upon receipt of this complaint, our records confirmed that Sears completed a total of service orders for MsB [redacted] range since her purchase date of October 13, However, parts were replaced on only of the service orders The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsB [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines With this having been said, MsB [redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th MsB [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ( [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsB [redacted] purchased for her range, we have closed our file regarding this matter 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 [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - William [redacted] Dear Ms [redacted] : We have not been able to complete our investigation of Mr [redacted] complaint regarding his vacuum cleaner We were unable to find a profile for Mr [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaintIf Mr [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issueWith that being said we have closed this case pending additional information from Mr [redacted] We apologize to Mr [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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for addressing this horrible customer service experienceCustomers don't like being abused, and especially by "Assistant Manager" staff, who should not only know company policy allows me to use my credit card for purchases, but knows that it is NEVER appropriate to be abusive, condescending, and threatening towards a customer who is trying to do soWhile you won't tell me what steps were taken to resolve this "misunderstanding" (poor choice of words on your part for what actually happened), I hope, for the sake of other customers and your store's culture, you sent that "Assistant Manager" packingWere I his manager, he would have been walked to the door on the spotI have spoken with store manager Justin [redacted] , who seems to clearly understand both points & above very wellLet's hope others in his organization do too
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, Diane B [redacted]
June 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a full refund We would first like to apologize for any inconvenience Mr [redacted] may have experienced and for the delay in responding to this matterAfter forwarding this information to Sears Gift Card department, we received a response on June 17, The team confirmed that two email refund gift cards were already adjusted earlier this month and the full refund of $and $on the other gift card are thereShould Mr [redacted] have any further concerns, he may contact the corporate gift card line directly at [redacted] In the interim, we have noted Mr [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
November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sharon [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she contacted Sears Home Services to repair her dishwasher We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms***’s complaint and the notes in her service order, we find that her request to have the outstanding bill of $cleared to be a reasonable request Accordingly, we contacted our Billing department to request that the outstanding bill be cleared from our systemLead Support Associate Christy [redacted] responded on November 9, 2016, that the invoice was removed from our billing system; Ms [redacted] should no longer receive any bills dated after November 9th This letter will serve as Ms***’s documentation that she does not owe Sears Home Services $for the repair completed under service order With that said, since we have honored Ms***’s request to zero out her invoice, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding a recently purchased washer First, we would like to apologize to Mrs [redacted] for failing her expectations in regard the washer she purchasedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs [redacted] Upon receiving Mrs [redacted] complaint, we contacted the local service unit to see if sooner service could be provided [redacted] with [redacted] was able to move up Mrs [redacted] appointment to July 14, When [redacted] called Mrs [redacted] to apologize for the delay in service and to ask if she wanted to accept the sooner service date, she reached her husband Mr [redacted] thanked [redacted] for calling but advised that service was no longer necessary because the washer and part were returned to the store of purchase With that said, since we have documented Mrs [redacted] concerns with the repair process and confirmed that further service is not necessary; we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his washer Our records show that Mr [redacted] was authorized for a replacement of his washer on March 13, by the Sears Protection Agreement Benefits departmentIf he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted] Since Mr [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement we have closed this case We apologize to Mr [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]
Complaint: [redacted] I am rejecting this response because: They will not stand behind their product and NO refrigerator should break down within months of purchase I questioned this and pushed for a replacement back in and they assured me it was a fluke thing This was not the case since it broke down again this year and as for no repair...I was told by the serviceman that it was the control board which costs over $and I would be better off just getting a new refrigerator NO WONDER SEARS is going out of business!! Sincerely, [redacted]
April 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and dryer We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted Because we value [redacted] patronage, we have processed a $gift card for any inconveniences that she may have experienced The gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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 Complaints Specialist [redacted]
February 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] – John Brian B [redacted] Dear Ms [redacted] We have completed the investigation of MrB [redacted] complaint regarding his recent online order experience and his request to have the item delivered immediately Tammy A [redacted] , District Sales Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience MrB [redacted] experienced and we can understand his frustration with the series of events noted in his complaintAfter researching this matter, we found that the item was no longer available to reorder after it was shorted on the shipment to the storeThe store contacted Sears Corporate office to see if they could place an order from a warehouse in the nation that we have access to in an attempt to resolve this matterFortunately, the order was completed last Thursday and the store should have the jack within two weeks according to the corporate officeThe local store owner has tried to contact MrB [redacted] and left him a voicemail to advise him of this informationHowever, we have not received a return call as of yetWe will continue to reach out to MrB [redacted] to update him on the status of the item and once it is received, we will be delivering it to himShould MrB [redacted] have any questions, he may contact the local store directly at [redacted] In the interim, we have noted MrB [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the product We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsD [redacted] complaint regarding the installation of his water heater It was our understanding that Kathy L [redacted] from our installation group has been trying to reach MrD***If MrD [redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to MrD [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] ’s complaint regarding her washerWe apologize for the delay in responding to this complaintWe are currently researching this issueWe are in contact with Ms [redacted] and are currently waiting additional information from herWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If MrNorris’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this timeWe apologize again 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 SpecialistSears Holdings Corporation [redacted]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay with our refund process for her cancelled online Kmart order for a treadmillIt is unfortunate that we failed Ms [redacted] expectations when she recently ordered a treadmill onlineWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe investigated and reviewed the delivery notes related to Ms [redacted] order and discovered that the order was not properly closed, and the order indicated that the treadmill was deliveredWe reached out the warehouse and received a copy of the bill of lading indicating that the treadmill was not delivered to Ms [redacted] home but in fact returned to the local Kmart storeAs clarification, a return unit is typically returned to the warehouse and then credit is automatically processedOn January 14, we issued a credit of $to Ms [redacted] She should receive a bank check within 7- business daysWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her initial acceptance of a repair on her dryer until the dollar amount exceeded what she wanted to invest in an older appliance, so she requested a refund of prior chargesAs clarification, under our 90-day repair guarantee if further repairs are found to be necessary then the consumer would only be responsible for the part charges if the parts are not ones that were already replacedIn instances where the newer estimate exceeds an amount that the consumer wanted to pay, then a refund can be requested for all parts and labor above our non-refundable diagnostic/trip feeWhen this happens, the technician is supposed to remove any previously installed parts, and then submit a refund request to our billing departmentIn Ms [redacted] case, it does not appear this happened when the technician was last at her homeAs she had noted, the previously installed part had failed, so this might have been why the technician did not uninstall it; however, a refund request should have still be submitted and it was notOur trip fee for dryers in this area is $plus taxThat means that she should have received a refund for $455.18, and we would have retained $When our customer support group received her complaint, they were unable to issue a refund since the paperwork was never submitted by the technician so they issued her the maximum amount of 50% that they could offerThat means Ms [redacted] is still owed $We would be willing to send this to her as a mailed bank check, but we need to confirm if her mailing address is the same as the physical address where she received serviceIf she could call or email me to confirm this, I will process the refund to be sent to herMy email address is [redacted] and phone number is [redacted] I will be out of the office starting July 1st returning on July 5th, so if she contacts me after 3:pm CT on Thursday, I will process the refund upon my return TuesdayIn the interim, since we are willing to provide Ms [redacted] with a refund for all charges except our diagnostic fee, and we are only awaiting her confirmation for her mailing address, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the mixer onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period In this case, because it was within the days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms [redacted] to return the mixer for a refundOn October 4, Store Manager [redacted] contacted Ms [redacted] and offered to process the returnWe issued Ms [redacted] a credit of $to her credit card ending in We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 18, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – John [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his online order experience and his request to return the merchandise After researching this matter, we were able to confirm Mr [redacted] request to return the merchandise within the day return timeframeSears Home Delivery confirmed that the Online Business unit is unable to authorize the return and refund due to their system limitationsHowever, the return has been approved by Sears Home Delivery who contacted Mr [redacted] to notify him of this resolution and arrange a returnCurrently, the pickup of the product is scheduled for January 18, 2018, due to the upcoming holidaysSears will continue to monitor this case until the return is completed and Mr [redacted] is refundedShould Mr [redacted] have any questions, he may contact Sears Home Delivery directly at (888) 848-In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending the completion of his return and refund 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