Complaint: [redacted] I am rejecting this response because: Nothing was resolvedMy appliance has a second fan motor in months timeI believe my repair history displays a pattern of unreliability and should be replacedHaving discarded three trash bags of food because it was unsafe is not acceptableThe lip service given by Sears demonstrates a plain disregard of customer serviceMy appliance has had service calls this is completely unacceptableI will not be removing my complaint at this timeA tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping upI do not believe the representative that responded even researched my repair history to see what types of repairs were made Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the Sears Home Warrnaty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We were informed by CCHS that they received Mr [redacted] complaint via their local Revdex.com and on 5/9/17, a refund totaling $was processed and credited back to Mr [redacted] ending in - [redacted] In light of the circumstances surrounding the claim, a reimbursement of the customer’s $deductible was refunded on 6/6/In reference to the overdraft fees, Mr [redacted] provided a statement reflecting the amount that he was billed, however, the statement that he provided wasn’t for the credit card that we had on file and it was requested on 6/that he provide the documentation for review and assure that the statement is for the credit card that we have on fileOur Accounts Receivable team spoke with the customer on 6/5/and advised of the same As of June 21, Mr [redacted] has yet to provide the requested information for CCHS’s review regarding over draft chargesSince we are waiting for Mr [redacted] to provide the requested information to his contact at CCHS 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Cook Top under the Basic Protection Agreement It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail That being said our service technician provided pictures of the cook top and the crack for review by managementThe crack is due to impact damageWe were also able to see appears to have been spill over that has burnt on to the cook top leaving carbon on the surfaceThis carbon is most likely from burnt on food spillage that was not properly cleaned up at the time of incidentThis alone over time will cause the cook top to not perform well Since we have explained why Mr [redacted] cook top’s replacement is not covered under his Basic Protection Agreement we have closed our 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]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Vicky S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number (***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issuedMsBrummit can expect to receive the refund check in the mail within to business days or no later than end of business day August 4, For Ms [redacted] records the return receipt number is In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I am not sure how Sears can say it is a wear and tear when their own inspector has come by and said the sink was installed incorrectly Either way, he was supposed to contact us back with our options and he never called back We have been charged $and have not been told about our options The water leak created a power shortage due to the fact no one called us to fix the sink in time or a warning from inspector that could happenI have left [redacted] a message and waiting for he call back Sincerely, [redacted]
August 31, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] – Tony Di [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc (SHIP) has been in contact with MrD***I spoke with MrD [redacted] on August 21st, to discuss his complaintMrD [redacted] explained his position and his concerns with the HVAC repair, discussed the alleged unprofessionalism displayed by the technician, and his allegation that the technician did not properly repair his unitHe stated he had another HVAC company coming out, and he wants his money back for the repair costs that he paid to Sears I asked MrD [redacted] to obtain an invoice with a diagnosis and forward it to us, so we can present this to the technical manager for further review, to determine if a refund is dueMrD [redacted] advised us that he doesn’t owe us anything and he will get a lawyer if he has to, and that he would go back to the Revdex.com about thisUpon my offering to provide him my contact information, he stated he did not have time to talk to me and promptly disconnected the phone callWe require documentation to support any kind of refundAs MrD [redacted] is obviously unwilling to cooperate with our requests during our investigation process, we will be unable to assist him any further At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at [redacted] searshomepro.comOn behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Tony D [redacted] via 1st Class US Postage
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]
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]
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]
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
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
[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]
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her refrigerator Upon receiving Ms [redacted] complaint we would like to apologize that the repair has taken longer than initially anticipatedPer our technicians, the refrigerator is repairable and thus not eligible for replacementThat being said, because we value Ms [redacted] patronage, and because she has been patient with allowing repair, we have decided to replace the refrigerator under its Service Smart Agreement (SSA)Per her SSA, she has been approved $to use towards the exchange of her refrigerator which is the maximum amount of under her SSAThe $is listed under her phone number which is listed on this complaintAt this time, Ms [redacted] can go to her local store and advise that she is to receive a replacement, give her phone number, and pick another unitThat being said, because we are in the process of providing Ms [redacted] with her requested resolution, we respectfully request this complaint be closed 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 [redacted] Regulatory Complaints Specialist [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]
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] [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]
(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
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
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]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept Sear's response providing they actually hire additional techs for this areaBased on conversations with other owners of Sear's maintenance contracts in my area the shortage of techs has been a long running problemThe only way I will ever buy another major appliance from Sears is if they provide (in writing) that tech support will be available within three working daysIf not they will pay my cost for having another company's tech come and fix the problem
Complaint: [redacted] I am rejecting this response because: Nothing was resolvedMy appliance has a second fan motor in months timeI believe my repair history displays a pattern of unreliability and should be replacedHaving discarded three trash bags of food because it was unsafe is not acceptableThe lip service given by Sears demonstrates a plain disregard of customer serviceMy appliance has had service calls this is completely unacceptableI will not be removing my complaint at this timeA tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping upI do not believe the representative that responded even researched my repair history to see what types of repairs were made Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the Sears Home Warrnaty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We were informed by CCHS that they received Mr [redacted] complaint via their local Revdex.com and on 5/9/17, a refund totaling $was processed and credited back to Mr [redacted] ending in - [redacted] In light of the circumstances surrounding the claim, a reimbursement of the customer’s $deductible was refunded on 6/6/In reference to the overdraft fees, Mr [redacted] provided a statement reflecting the amount that he was billed, however, the statement that he provided wasn’t for the credit card that we had on file and it was requested on 6/that he provide the documentation for review and assure that the statement is for the credit card that we have on fileOur Accounts Receivable team spoke with the customer on 6/5/and advised of the same As of June 21, Mr [redacted] has yet to provide the requested information for CCHS’s review regarding over draft chargesSince we are waiting for Mr [redacted] to provide the requested information to his contact at CCHS 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Cook Top under the Basic Protection Agreement It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail That being said our service technician provided pictures of the cook top and the crack for review by managementThe crack is due to impact damageWe were also able to see appears to have been spill over that has burnt on to the cook top leaving carbon on the surfaceThis carbon is most likely from burnt on food spillage that was not properly cleaned up at the time of incidentThis alone over time will cause the cook top to not perform well Since we have explained why Mr [redacted] cook top’s replacement is not covered under his Basic Protection Agreement we have closed our 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]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Vicky S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number (***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issuedMsBrummit can expect to receive the refund check in the mail within to business days or no later than end of business day August 4, For Ms [redacted] records the return receipt number is In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I am not sure how Sears can say it is a wear and tear when their own inspector has come by and said the sink was installed incorrectly Either way, he was supposed to contact us back with our options and he never called back We have been charged $and have not been told about our options The water leak created a power shortage due to the fact no one called us to fix the sink in time or a warning from inspector that could happenI have left [redacted] a message and waiting for he call back Sincerely, [redacted]
August 31, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] – Tony Di [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc (SHIP) has been in contact with MrD***I spoke with MrD [redacted] on August 21st, to discuss his complaintMrD [redacted] explained his position and his concerns with the HVAC repair, discussed the alleged unprofessionalism displayed by the technician, and his allegation that the technician did not properly repair his unitHe stated he had another HVAC company coming out, and he wants his money back for the repair costs that he paid to Sears I asked MrD [redacted] to obtain an invoice with a diagnosis and forward it to us, so we can present this to the technical manager for further review, to determine if a refund is dueMrD [redacted] advised us that he doesn’t owe us anything and he will get a lawyer if he has to, and that he would go back to the Revdex.com about thisUpon my offering to provide him my contact information, he stated he did not have time to talk to me and promptly disconnected the phone callWe require documentation to support any kind of refundAs MrD [redacted] is obviously unwilling to cooperate with our requests during our investigation process, we will be unable to assist him any further At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at [redacted] searshomepro.comOn behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Tony D [redacted] via 1st Class US Postage
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]
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]
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]
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
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
[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]
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her refrigerator Upon receiving Ms [redacted] complaint we would like to apologize that the repair has taken longer than initially anticipatedPer our technicians, the refrigerator is repairable and thus not eligible for replacementThat being said, because we value Ms [redacted] patronage, and because she has been patient with allowing repair, we have decided to replace the refrigerator under its Service Smart Agreement (SSA)Per her SSA, she has been approved $to use towards the exchange of her refrigerator which is the maximum amount of under her SSAThe $is listed under her phone number which is listed on this complaintAt this time, Ms [redacted] can go to her local store and advise that she is to receive a replacement, give her phone number, and pick another unitThat being said, because we are in the process of providing Ms [redacted] with her requested resolution, we respectfully request this complaint be closed 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 [redacted] Regulatory Complaints Specialist [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]
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] [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]
(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
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
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]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept Sear's response providing they actually hire additional techs for this areaBased on conversations with other owners of Sear's maintenance contracts in my area the shortage of techs has been a long running problemThe only way I will ever buy another major appliance from Sears is if they provide (in writing) that tech support will be available within three working daysIf not they will pay my cost for having another company's tech come and fix the problem