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]
(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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Chad W [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint for service under his Sears home warranty We would first like to point out that Cross Country Home 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 With that being said CCHS records show that Mr [redacted] on Saturday September 24, requesting service a claim was opened and he was provided with the phone number to his local authorized service company, unfortunately they are closed on the weekends therefor would not be available for service until that MondayIt is true that all Sears Home Warranty customers have access to 24/help via the Member Services line of CCHSMr [redacted] r cancelled his Sears Home warranty and that was processed on September 26, and he was refunded the appropriate amount of $which was the October payment and the remaining September payment prorated to the day of his request to cancel which we show as September 24, Since Mr [redacted] has been refunded the appropriate amount for his early cancellation of the Sears Home Warranty 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[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, [redacted] [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
May 17, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com WebsiteDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed investigating the complaintI have received notice from our district office that all repairs have been completedI spoke to Mrs [redacted] on 03/30/and she confirmed the same.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] *** or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
Complaint: I am rejecting this response because: It contains incorrect/unfactual information It is a testament to the lack of care and concern shown by Sears to their paying customers First: Sears’ official response did not even state the correct appliance being repaired It may seem a trivial matter, but it shows their gross inattention to detail How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for NOT my refrigerator How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (September 2017) On that date listed, the technician left my home with my washer STILL inoperable I called Sears that very same day to inform them of this and they scheduled a return visit for September It was on this new date that the technician discovered that the previous Sears technician (of September) had not even connected the electrical components inside the washer before leaving my house I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on September to complete the repairs to their previously incomplete/inadequate repairs When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response Sincerely,Geoffrey P***
(The consumer indicated he/she ACCEPTED the response from the business.) FYI Nicole did not apologize she stated that she would call the technician and call me backShe never called me backAlso, she never offered to send a replacementI received a call from another technician advising me that he was on his way to my house to clean my carpetThe techninican was not advised that a technician had been to my house earlier in the morningNicole never mentioned that she would send someone elseI requested that they come at a later time because by this time (11:a.m.) I went to an appointmentThe technician stated that he would have the office to call meI never heard from anyone else
September 1, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] Dustin *** Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionThis letter serves to confirm that we have completed our investigation in regards to the above-referenced fileOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI left Mr [redacted] a message on 08/18/to confirm the sameHe did return my call and confirmed the unit is working fine and condensation had stoppedWe appreciate the opportunity to resolve Mr***’s concernAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 1-***-***- [redacted] extension [redacted] or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Dustin [redacted] via First Class Mail
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#2**Chicago, IL Re: # [redacted] – Denise [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her dissatisfaction with an item she purchased from a marketplace seller hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges Whenever a marketplace item is selected, the seller’s name is stated throughout the ordering process and their policies are linked to the right of the picture of the item and within the item description Our policy regarding marketplace orders is clearly posted on our website and we have copied it below in case Mrs [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our websiteYour merchant’s profile, which contains their specific return policy, is available via the product pageOnce you have ordered, you can get to the seller return policy page by clicking "view return policy" link on the order details pageIf your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and KmartSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that Mrs [redacted] has been assisted by sears.com agents and the seller that supplied her order, ErgodE ErgodE informed Sears that they emailed return instructions and an return label to Mrs [redacted] on July 15, However, Mrs [redacted] contacted Sears again on August 3, 2016, and stated she wanted to be refunded for the item before returning it to ErgodE Unfortunately, we are unable to honor this request, as we feel it is reasonable to expect to return merchandise before receiving a refund For this reason, we can only suggest that Mrs [redacted] contact ErgodE directly for further assistance with returning the lamp We stand behind ErgodE’s decision to offer a refund upon return of the lamp or any other remedies stated within their policies Since ErgodE has proposed an equitable resolution appropriate to the policies Mrs [redacted] agreed to by placing her order with them, 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, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Revdex.com:Please note that many other users are reporting the same issue onlineThis "bug" was not isolated to my purchase, and appears to still be affecting users (yes, even those who do NOT have a Sears card in their profile) as of this messageI write this response not just to notify you of the issue, but to provide a paper trail during the discovery process for the inevitable class action lawsuit you will endure due to your lack of action in resolving the bug site-wideTo the lawyers prosecuting this case, you're welcome 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]
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, Sheila C***
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer Our records show that the only time A&E Factory Service examined Ms [redacted] ’s washer was on January 10, 2017; we did not provide the service that Ms [redacted] states caused damage to the washerAdditionally, due to the condition of the washer, we are unable to service the unit Ms [redacted] has been instructed to contact [redacted] , the manufacturer of her washer, at (800) [redacted] ; they are the only party that can authorize the repair or replacement of her washerAs to the texts Ms [redacted] states she is receiving; A&E Factory Service has not been sending her any texts With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his trampoline In the interest of consumer satisfaction, we have issued a refund in the amount of $as a one-time courtesyThis credit should reflect within 3-business daysSince we have granted Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
Complaint: [redacted] I am rejecting this response because: Because of my disability and the fact that I could not constantly pull the cord for the Garage Door I could not wait to have the door repaired by someone else since SEARS refused to come here and repair the Original repair which did give out after only days, and my phone call to them to come back out and take care of it was rudly declined by the above named person employed bySears, I had another company take care of the issueUnfortunately I have searched for the last plus hours for my receipt and cannot find it at this pointSince Sears, MsRhonda, agreed to a reimburment, my suggestion is to reimburse what Sears charged me and I will be happy with thatThat Bill I have redily handy and can fax to MsRhondaPlease advice if that is agreeableThank you kindly Monika ***
July 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] 0-Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***' complaint regarding his water heater Unfortunately, we do not have any installation providers in Mr***' area currently and we have no process in place to pay one directlyRegrettably, this means Mr [redacted] will have to make arrangements for installation herselfCurrently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr [redacted] should have a new water heater shortlyAdditionally, he was sent a check for the cost of our basic installation, which is $on June 24, Accordingly, we have fulfilled the terms of Mr***' service contractWith that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affectedIf Mr [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $if he can provide a detailed, itemized invoice from the plumberWe want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract coversNo additional materials or labor needed to bring the unit up to local building codes would applyMr [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Hannah M [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her shovel Unfortunately, Ms [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for weeksHowever, another local store, which was about minutes away, had the item available, but Ms [redacted] did not want to make the tripIn the interest of consumer satisfaction, a replacement shovel has been shipped to Ms [redacted] home address free of chargeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
December 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent order We apologize for the delayTwo credits were issued today equaling $629.90, the amount [redacted] was promisedThese credits should reflect on [redacted] account within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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, Jack ***
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]
(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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Chad W [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint for service under his Sears home warranty We would first like to point out that Cross Country Home 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 With that being said CCHS records show that Mr [redacted] on Saturday September 24, requesting service a claim was opened and he was provided with the phone number to his local authorized service company, unfortunately they are closed on the weekends therefor would not be available for service until that MondayIt is true that all Sears Home Warranty customers have access to 24/help via the Member Services line of CCHSMr [redacted] r cancelled his Sears Home warranty and that was processed on September 26, and he was refunded the appropriate amount of $which was the October payment and the remaining September payment prorated to the day of his request to cancel which we show as September 24, Since Mr [redacted] has been refunded the appropriate amount for his early cancellation of the Sears Home Warranty 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[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, [redacted] [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
May 17, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com WebsiteDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed investigating the complaintI have received notice from our district office that all repairs have been completedI spoke to Mrs [redacted] on 03/30/and she confirmed the same.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] *** or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
Complaint: I am rejecting this response because: It contains incorrect/unfactual information It is a testament to the lack of care and concern shown by Sears to their paying customers First: Sears’ official response did not even state the correct appliance being repaired It may seem a trivial matter, but it shows their gross inattention to detail How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for NOT my refrigerator How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (September 2017) On that date listed, the technician left my home with my washer STILL inoperable I called Sears that very same day to inform them of this and they scheduled a return visit for September It was on this new date that the technician discovered that the previous Sears technician (of September) had not even connected the electrical components inside the washer before leaving my house I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on September to complete the repairs to their previously incomplete/inadequate repairs When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response Sincerely,Geoffrey P***
(The consumer indicated he/she ACCEPTED the response from the business.) FYI Nicole did not apologize she stated that she would call the technician and call me backShe never called me backAlso, she never offered to send a replacementI received a call from another technician advising me that he was on his way to my house to clean my carpetThe techninican was not advised that a technician had been to my house earlier in the morningNicole never mentioned that she would send someone elseI requested that they come at a later time because by this time (11:a.m.) I went to an appointmentThe technician stated that he would have the office to call meI never heard from anyone else
September 1, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] Dustin *** Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionThis letter serves to confirm that we have completed our investigation in regards to the above-referenced fileOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI left Mr [redacted] a message on 08/18/to confirm the sameHe did return my call and confirmed the unit is working fine and condensation had stoppedWe appreciate the opportunity to resolve Mr***’s concernAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 1-***-***- [redacted] extension [redacted] or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Dustin [redacted] via First Class Mail
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#2**Chicago, IL Re: # [redacted] – Denise [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her dissatisfaction with an item she purchased from a marketplace seller hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges Whenever a marketplace item is selected, the seller’s name is stated throughout the ordering process and their policies are linked to the right of the picture of the item and within the item description Our policy regarding marketplace orders is clearly posted on our website and we have copied it below in case Mrs [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our websiteYour merchant’s profile, which contains their specific return policy, is available via the product pageOnce you have ordered, you can get to the seller return policy page by clicking "view return policy" link on the order details pageIf your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and KmartSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that Mrs [redacted] has been assisted by sears.com agents and the seller that supplied her order, ErgodE ErgodE informed Sears that they emailed return instructions and an return label to Mrs [redacted] on July 15, However, Mrs [redacted] contacted Sears again on August 3, 2016, and stated she wanted to be refunded for the item before returning it to ErgodE Unfortunately, we are unable to honor this request, as we feel it is reasonable to expect to return merchandise before receiving a refund For this reason, we can only suggest that Mrs [redacted] contact ErgodE directly for further assistance with returning the lamp We stand behind ErgodE’s decision to offer a refund upon return of the lamp or any other remedies stated within their policies Since ErgodE has proposed an equitable resolution appropriate to the policies Mrs [redacted] agreed to by placing her order with them, 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, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Revdex.com:Please note that many other users are reporting the same issue onlineThis "bug" was not isolated to my purchase, and appears to still be affecting users (yes, even those who do NOT have a Sears card in their profile) as of this messageI write this response not just to notify you of the issue, but to provide a paper trail during the discovery process for the inevitable class action lawsuit you will endure due to your lack of action in resolving the bug site-wideTo the lawyers prosecuting this case, you're welcome 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]
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, Sheila C***
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer Our records show that the only time A&E Factory Service examined Ms [redacted] ’s washer was on January 10, 2017; we did not provide the service that Ms [redacted] states caused damage to the washerAdditionally, due to the condition of the washer, we are unable to service the unit Ms [redacted] has been instructed to contact [redacted] , the manufacturer of her washer, at (800) [redacted] ; they are the only party that can authorize the repair or replacement of her washerAs to the texts Ms [redacted] states she is receiving; A&E Factory Service has not been sending her any texts With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his trampoline In the interest of consumer satisfaction, we have issued a refund in the amount of $as a one-time courtesyThis credit should reflect within 3-business daysSince we have granted Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] Tell us why here
Complaint: [redacted] I am rejecting this response because: Because of my disability and the fact that I could not constantly pull the cord for the Garage Door I could not wait to have the door repaired by someone else since SEARS refused to come here and repair the Original repair which did give out after only days, and my phone call to them to come back out and take care of it was rudly declined by the above named person employed bySears, I had another company take care of the issueUnfortunately I have searched for the last plus hours for my receipt and cannot find it at this pointSince Sears, MsRhonda, agreed to a reimburment, my suggestion is to reimburse what Sears charged me and I will be happy with thatThat Bill I have redily handy and can fax to MsRhondaPlease advice if that is agreeableThank you kindly Monika ***
July 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] 0-Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***' complaint regarding his water heater Unfortunately, we do not have any installation providers in Mr***' area currently and we have no process in place to pay one directlyRegrettably, this means Mr [redacted] will have to make arrangements for installation herselfCurrently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr [redacted] should have a new water heater shortlyAdditionally, he was sent a check for the cost of our basic installation, which is $on June 24, Accordingly, we have fulfilled the terms of Mr***' service contractWith that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affectedIf Mr [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $if he can provide a detailed, itemized invoice from the plumberWe want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract coversNo additional materials or labor needed to bring the unit up to local building codes would applyMr [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Hannah M [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her shovel Unfortunately, Ms [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for weeksHowever, another local store, which was about minutes away, had the item available, but Ms [redacted] did not want to make the tripIn the interest of consumer satisfaction, a replacement shovel has been shipped to Ms [redacted] home address free of chargeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Finally I received the refund gift card on 09/09/
December 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent order We apologize for the delayTwo credits were issued today equaling $629.90, the amount [redacted] was promisedThese credits should reflect on [redacted] account within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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, Jack ***