April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issueUnfortunately, it seems that there was an issue with the pricingRegrettably, it was not handled properly at the time [redacted] went ahead and purchased the cheaper potting mix and has already used itAs a courtesy, we offered to put $worth of points in her Shop Your Way Rewards account and she acceptedShould [redacted] have any further concerns, she may contact me (***) during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] 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
September 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office for response This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint Please feel free to contact me if you have any further questions or concerns We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
September 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] * Lynda H [redacted] Dear [redacted] We have completed our investigation of MsH [redacted] complaint regarding her dissatisfaction with the delay with the completion of her refrigerator repair due to the parts availability, and her request for a replacement It is unfortunate that we failed MsH [redacted] expectations when she recently scheduled a refrigerator repairWe value MsH [redacted] patronage, but can understand her frustration due the service delayWe reviewed the service order notes and MsH [redacted] *equested service on July 7, Our technician arrived on July 13, and assessed the refrigeratorHe also sold MsH [redacted] an appliance warranty on the refrigeratorThe technician ordered the necessary parts, but the repair was not completed until August 15, due to the compressor issuesOn September 2, MsH [redacted] *eported that the refrigerator was not cooling, defrosted and was leakingOur technician returned on September 5, and soldered the joints from the previous repair; and completed the repairRegrettably, the refrigerator failed again and MsH [redacted] *equested service again and is scheduled for October 5, We have forwarded this matter to the service unit tech manager, and requested a senior technician and a sooner service date, if possibleWe are currently awaiting his response We would also like to note that the appliance warranty that MsH [redacted] purchased is held by [redacted] Home ServicesMsH [redacted] can contact [redacted] at [redacted] regarding her request for a replacement refrigeratorIn the interim, should MsH [redacted] have any service questions, she may contact me directly at [redacted] We apologize to MsH [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [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 the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasher [redacted] , Sears Home Services, District Service Manager provided the following response: After reviewing Mr [redacted] complaint and service records, his dishwasher has been authorized for replacementAll Mr [redacted] needs to do is go to his local Sears store and inform his sales associate that his dishwasher was approved to be replacedThe sales associate will process the transaction and order the dishwasherThe authorization is linked to the phone number ending in [redacted] At this time, since we have noted the approval to replace Mr [redacted] dishwasher, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Tell us why here...August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We made the repairs to the siding on [redacted] home on 08/15/I have verified with [redacted] that the repairs have been made At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and apologize for any frustrations of inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted] I am rejecting this response because:The technician stated that I needed to check work an make sure pvc pipes were not looseWhen job was supposed to be completed electrical was not done right, toilet was not right an now pvc pipes were not done right, sear have been out to my house about or times to fix problems that should have been done right the first time Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I am pleased Sears followed up with me and repaired my refrigeratorIt was nice to get a call to discuss the issueI was very happy they offered an additional year to my master plan warranty, that was a nice gesture
September 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears’ response and Mrs [redacted] complaint, and we do not find that Mrs [redacted] has brought any new information to her complaint Unfortunately, many issues that a consumer may experience with lawn and garden equipment are caused by the way the item is used or something the consumer has neglected to do in regard to maintenance Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years For this reason, it is our policy to have a certified Sears technician confirm the cause for failure before determining whether a repair will or will not be covered by a manufacturer’s warranty or Protection Agreement, since both policies specifically state that failures due to misuse, neglect, or improper maintenance will not be repaired at the expense of the warranty provider Sears uses the diagnostic guides provided by the manufacturer to determine the cause of failure, and in Mrs [redacted] case it was determined that the poor performance of her power washer was the result of gum deposits in the carburetor and/or other essential carburetor parts This issue results from a lack of proper maintenance or more specifically, a lack of preparation for storage or non-use for a period of more than days Page of Mrs [redacted] Owner’s Manual provides information about this issue and instructions for preventing it With this having been said, we feel it is important to note that this is the same issue Mrs [redacted] experienced on the service visit she references for the previous year We completed that repair under the warranty as a good will gesture, but do not find any justification for making the same exception a second time when it has been determined that the failure has again resulted from a neglect to follow the manufacturer’s instructions While we may empathize with Mrs [redacted] situation, her dissatisfaction or disagreement with our diagnosis does not negate the evidence found within the carburetor of her pressure washer To expect Sears to bear the repair expense associated with a failure that may have been prevented by proper maintenance is unrealistic and inappropriate Additionally, we are unable to provide Mrs [redacted] with a refund, since her purchase has far exceeded our stated day return period Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mrs [redacted] power washer, we 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 [redacted] ***
Complaint: [redacted] I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy I highly suggest taking that off your website as it is very misleading I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media No need to reply for I am done with Sears Holdings Easy to see why you are slowing going out of business Sincerely, [redacted] ***
August 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 94***7/ [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 Ms [redacted] We have been working with Ms [redacted] , our installation manager and our service manager to coordinate a time to complete an evaluation of Ms [redacted] 's HVAC unitWe also want to address her concerns with the installation and the float switchWe anticipate having this completed during the week of August 10th Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Heathe [redacted] @searshomepro.com Sincerely, Heather [redacted] SHIP/HI Regulatory Complaint Specialist cc: Lori [redacted] via 1st class postage
March 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jennifer [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we sent an email correspondence to Ms [redacted] as it appeared that delivery was arranged and would be contacting her to set up a new appointmentMs [redacted] responded on March 23, 2017, confirming that delivery had been completed after a monthAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott E [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request to receive assembly, installation and haul away It is unfortunate if we failed Mr [redacted] ’s expectations and only apologize for any misinformation that may have been communicated to him about his orderAfter reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchasedHowever, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his orderAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleShould Mr [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processedIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving the credit for the online order that she returned Upon review of Ms [redacted] complaint we research found that the return order was received and the credit was issued on December 19, 2016; $to her Sears card and [redacted] points to her Shop Your Way Rewards (SYWR) accountWe contacted Ms [redacted] and she confirmed that she received the $credit, but had not received the rewards pointsShe also mentioned that she had received the second order she placed and had received the wrong item againShe returned that order as well, but had not received the refund for it We investigated and confirmed that Ms [redacted] SYWR account had not received the credit for the first returned orderOn January 3, we issued $worth of points to her rewards accountAs for the second order, we confirmed that the returned order was also receivedOn January 3, we also issued a credit of $to her Sears card, and on January 4, we issued $worth of points to her reward accountThe credit to her Sears card should post within – business daysThe credits to her rewards account posted on the same day they were issued and are available for useWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file 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]
[redacted] November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent inability to receive a timely return visit under his 90-day service guarantee, and his request for a refund because of this.Our records indicate that our customer support group spoke to [redacted] on October 6, 2015, and at that time they issued a refund of $back to her [redacted] ending in [redacted] Since we provided the [redacted] with their requested resolution, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his Shop Your Way Rewards Platinum VIP quarterly reward We have spoken with [redacted] concerning this issueAlthough the types of rewards and items offered may have changed, we are in the process of making them available much more frequentlyWhile we are allowed to change the benefits offered under this program at our discretion per the terms set forth for membership, we appreciate [redacted] patronage greatly and we have forwarded his concerns for consideration in the new program, which is due out later this yearIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: Yes, Sears corporate has been handling the matter and has been great since this complaint! 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, Shawn R***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Kelly [redacted] [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding an order that was charged twice Upon receiving Ms [redacted] complaint, we escalated his concerns to Diane [redacted] , Store General Manager for unit# 2134, who states the following: I spoke with customer today and resolved the matterShe informed me she never contacted the store but rather she tried to dispute the charge with her credit card company but they refused because she signed for both transactionsI was able to locate both transactions and sent her a mail bank check for today, August 5, The salescheck number is That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to MsZielinski and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[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 under his Sears Home Warranty 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 CCHS has informed us that Mr [redacted] confirmed with them that the service vendor did return to the home and complete the PM check on the A/C unit therefore 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]
November 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Samuel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order using kmart.comWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago 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 Kmart items or services specifically, there is a tab that may be used to select only Kmart 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, policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr [redacted] has not yet become familiar with it: http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄ Our records indicate that the seller Mr [redacted] ordered from cancelled his order because he previously returned the same camera on a different order We do understand that Mr [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive As such, Mr [redacted] gift card ending in [redacted] was restored to a balance of $2,and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole Mr [redacted] was informed of the gift card refunds, but continued to request a refund by check We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted http://www.kmart.com/en_us/customer-service/Policies/return-policy.html At this time, we can only reiterate that we regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and provided him with a resolution relative and appropriate to our policies We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248-1-800-762-Ext
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I hate to be redundant on the matter that I had to wait and the inconvenience of waiting ten more days, but I hope that that the protocol to address these situations has been changed Otherwise I won't be that last one relying on the Revdex.com for assistance Sincerely, [redacted] ***
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issueUnfortunately, it seems that there was an issue with the pricingRegrettably, it was not handled properly at the time [redacted] went ahead and purchased the cheaper potting mix and has already used itAs a courtesy, we offered to put $worth of points in her Shop Your Way Rewards account and she acceptedShould [redacted] have any further concerns, she may contact me (***) during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] 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
September 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office for response This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint Please feel free to contact me if you have any further questions or concerns We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
September 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] * Lynda H [redacted] Dear [redacted] We have completed our investigation of MsH [redacted] complaint regarding her dissatisfaction with the delay with the completion of her refrigerator repair due to the parts availability, and her request for a replacement It is unfortunate that we failed MsH [redacted] expectations when she recently scheduled a refrigerator repairWe value MsH [redacted] patronage, but can understand her frustration due the service delayWe reviewed the service order notes and MsH [redacted] *equested service on July 7, Our technician arrived on July 13, and assessed the refrigeratorHe also sold MsH [redacted] an appliance warranty on the refrigeratorThe technician ordered the necessary parts, but the repair was not completed until August 15, due to the compressor issuesOn September 2, MsH [redacted] *eported that the refrigerator was not cooling, defrosted and was leakingOur technician returned on September 5, and soldered the joints from the previous repair; and completed the repairRegrettably, the refrigerator failed again and MsH [redacted] *equested service again and is scheduled for October 5, We have forwarded this matter to the service unit tech manager, and requested a senior technician and a sooner service date, if possibleWe are currently awaiting his response We would also like to note that the appliance warranty that MsH [redacted] purchased is held by [redacted] Home ServicesMsH [redacted] can contact [redacted] at [redacted] regarding her request for a replacement refrigeratorIn the interim, should MsH [redacted] have any service questions, she may contact me directly at [redacted] We apologize to MsH [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [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 the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasher [redacted] , Sears Home Services, District Service Manager provided the following response: After reviewing Mr [redacted] complaint and service records, his dishwasher has been authorized for replacementAll Mr [redacted] needs to do is go to his local Sears store and inform his sales associate that his dishwasher was approved to be replacedThe sales associate will process the transaction and order the dishwasherThe authorization is linked to the phone number ending in [redacted] At this time, since we have noted the approval to replace Mr [redacted] dishwasher, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Tell us why here...August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We made the repairs to the siding on [redacted] home on 08/15/I have verified with [redacted] that the repairs have been made At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and apologize for any frustrations of inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted] I am rejecting this response because:The technician stated that I needed to check work an make sure pvc pipes were not looseWhen job was supposed to be completed electrical was not done right, toilet was not right an now pvc pipes were not done right, sear have been out to my house about or times to fix problems that should have been done right the first time Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I am pleased Sears followed up with me and repaired my refrigeratorIt was nice to get a call to discuss the issueI was very happy they offered an additional year to my master plan warranty, that was a nice gesture
September 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears’ response and Mrs [redacted] complaint, and we do not find that Mrs [redacted] has brought any new information to her complaint Unfortunately, many issues that a consumer may experience with lawn and garden equipment are caused by the way the item is used or something the consumer has neglected to do in regard to maintenance Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years For this reason, it is our policy to have a certified Sears technician confirm the cause for failure before determining whether a repair will or will not be covered by a manufacturer’s warranty or Protection Agreement, since both policies specifically state that failures due to misuse, neglect, or improper maintenance will not be repaired at the expense of the warranty provider Sears uses the diagnostic guides provided by the manufacturer to determine the cause of failure, and in Mrs [redacted] case it was determined that the poor performance of her power washer was the result of gum deposits in the carburetor and/or other essential carburetor parts This issue results from a lack of proper maintenance or more specifically, a lack of preparation for storage or non-use for a period of more than days Page of Mrs [redacted] Owner’s Manual provides information about this issue and instructions for preventing it With this having been said, we feel it is important to note that this is the same issue Mrs [redacted] experienced on the service visit she references for the previous year We completed that repair under the warranty as a good will gesture, but do not find any justification for making the same exception a second time when it has been determined that the failure has again resulted from a neglect to follow the manufacturer’s instructions While we may empathize with Mrs [redacted] situation, her dissatisfaction or disagreement with our diagnosis does not negate the evidence found within the carburetor of her pressure washer To expect Sears to bear the repair expense associated with a failure that may have been prevented by proper maintenance is unrealistic and inappropriate Additionally, we are unable to provide Mrs [redacted] with a refund, since her purchase has far exceeded our stated day return period Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mrs [redacted] power washer, we 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 [redacted] ***
Complaint: [redacted] I am rejecting this response because: clearly on your website it says "Market Place Guarantee" - which from your response you are just covering your rear and there is no such policy I highly suggest taking that off your website as it is very misleading I will never use any product that has to do with Sears, and will make sure my thousands of clients hear my bad experience via social media No need to reply for I am done with Sears Holdings Easy to see why you are slowing going out of business Sincerely, [redacted] ***
August 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 94***7/ [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 Ms [redacted] We have been working with Ms [redacted] , our installation manager and our service manager to coordinate a time to complete an evaluation of Ms [redacted] 's HVAC unitWe also want to address her concerns with the installation and the float switchWe anticipate having this completed during the week of August 10th Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Heathe [redacted] @searshomepro.com Sincerely, Heather [redacted] SHIP/HI Regulatory Complaint Specialist cc: Lori [redacted] via 1st class postage
March 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jennifer [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we sent an email correspondence to Ms [redacted] as it appeared that delivery was arranged and would be contacting her to set up a new appointmentMs [redacted] responded on March 23, 2017, confirming that delivery had been completed after a monthAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott E [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request to receive assembly, installation and haul away It is unfortunate if we failed Mr [redacted] ’s expectations and only apologize for any misinformation that may have been communicated to him about his orderAfter reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchasedHowever, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his orderAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleShould Mr [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processedIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving the credit for the online order that she returned Upon review of Ms [redacted] complaint we research found that the return order was received and the credit was issued on December 19, 2016; $to her Sears card and [redacted] points to her Shop Your Way Rewards (SYWR) accountWe contacted Ms [redacted] and she confirmed that she received the $credit, but had not received the rewards pointsShe also mentioned that she had received the second order she placed and had received the wrong item againShe returned that order as well, but had not received the refund for it We investigated and confirmed that Ms [redacted] SYWR account had not received the credit for the first returned orderOn January 3, we issued $worth of points to her rewards accountAs for the second order, we confirmed that the returned order was also receivedOn January 3, we also issued a credit of $to her Sears card, and on January 4, we issued $worth of points to her reward accountThe credit to her Sears card should post within – business daysThe credits to her rewards account posted on the same day they were issued and are available for useWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file 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]
[redacted] November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent inability to receive a timely return visit under his 90-day service guarantee, and his request for a refund because of this.Our records indicate that our customer support group spoke to [redacted] on October 6, 2015, and at that time they issued a refund of $back to her [redacted] ending in [redacted] Since we provided the [redacted] with their requested resolution, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his Shop Your Way Rewards Platinum VIP quarterly reward We have spoken with [redacted] concerning this issueAlthough the types of rewards and items offered may have changed, we are in the process of making them available much more frequentlyWhile we are allowed to change the benefits offered under this program at our discretion per the terms set forth for membership, we appreciate [redacted] patronage greatly and we have forwarded his concerns for consideration in the new program, which is due out later this yearIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: Yes, Sears corporate has been handling the matter and has been great since this complaint! 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, Shawn R***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Kelly [redacted] [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding an order that was charged twice Upon receiving Ms [redacted] complaint, we escalated his concerns to Diane [redacted] , Store General Manager for unit# 2134, who states the following: I spoke with customer today and resolved the matterShe informed me she never contacted the store but rather she tried to dispute the charge with her credit card company but they refused because she signed for both transactionsI was able to locate both transactions and sent her a mail bank check for today, August 5, The salescheck number is That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to MsZielinski and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[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 under his Sears Home Warranty 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 CCHS has informed us that Mr [redacted] confirmed with them that the service vendor did return to the home and complete the PM check on the A/C unit therefore 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]
November 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Samuel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order using kmart.comWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago 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 Kmart items or services specifically, there is a tab that may be used to select only Kmart 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, policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr [redacted] has not yet become familiar with it: http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄ Our records indicate that the seller Mr [redacted] ordered from cancelled his order because he previously returned the same camera on a different order We do understand that Mr [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive As such, Mr [redacted] gift card ending in [redacted] was restored to a balance of $2,and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole Mr [redacted] was informed of the gift card refunds, but continued to request a refund by check We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted http://www.kmart.com/en_us/customer-service/Policies/return-policy.html At this time, we can only reiterate that we regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and provided him with a resolution relative and appropriate to our policies We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248-1-800-762-Ext
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I hate to be redundant on the matter that I had to wait and the inconvenience of waiting ten more days, but I hope that that the protocol to address these situations has been changed Otherwise I won't be that last one relying on the Revdex.com for assistance Sincerely, [redacted] ***