August 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her tent It was our understanding that Ms [redacted] has been given a store credit in the amount of her purchase, which would have made her wholeAccordingly, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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] ***
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]
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ryan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding the charges for a repair to his washer Upon researching Mr***’s complaint, we reviewed the service orders and his owner’s manual as it pertains to repairs Mr [redacted] was charged $on August 22, 2016, to repair his water pump; the technician removed nails The technician returned on August 30, 2016, and removed two more nails; Mr [redacted] was not charged for the follcall The $is strictly for the repair to the water pump; Mr [redacted] was not charged any additional monies for a diagnostic scan Furthermore, the owner’s manual specifically states that any repairs necessary due to accident or negligence would not be covered Since we have explained why the charge to repair Mr***’s washer is correct, and no refund is due, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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]
[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]
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] ***
September 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Leroy H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his dissatisfaction with the delay of his lawn mower repair It is unfortunate that we failed MrH [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintAlthough Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure MrH [redacted] that his concerns have been forwarded to management for review Our records show that MrH [redacted] lawn mower was repaired on August 20, It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period MrH [redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits At this time, we can only reiterate that we regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted MrH [redacted] comments and the requested repair has been completed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [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
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]
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Yolanda P [redacted] Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding her dissatisfaction with the performance of her washer and her request to return both her washer and dryer for a refund We apologize that MsP [redacted] washer failed to meet her expectationsSears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchaseWe would like to note that a link to view the return policy online and posted in the storesWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions ” According to our records, MsP [redacted] purchased the washer on October 8, 2016, and did not report her dissatisfaction with the performance of the washer until she called for service on February 28, On March 17, the technician noted that the washer is tearing the clothes and he recalibrated the unit; the technician also noted “no repair available for this unit”; however, the technician meant that there is nothing to repair on this unitIn fact, when a technician determines that a unit is non repairable, he must contact our Strategic Technical Assistance Center (STAC) for authorization to submit for replacement; STAC was not contacted by the technicianThat same day MsP [redacted] called and requested a replacement and she was informed that the notes were not available for review yet On March 22, MsP [redacted] contacted our Customer Solutions team regarding an exchange on the washerThe associate reviewed the tech notes and his notes were misconstrued as “the unit is non repairable” and a request for an exchange was submittedOn March 30, the exchange was processed and the new washer was delivered on April 8, Since that time we did not hear from MsP [redacted] until she contacted Customer Solutions and our contract department on August 23, MsP [redacted] requested another replacement because the washer was having the same problem as the initial oneHer request was declined by both departments and MsP [redacted] was informed that the washer must be serviceOn September 16, the technician assessed the washer and inspected the washplateThe technician noted that he found nothing (in the washer) to cause marks on MsP [redacted] clothesThe technician instructed MsP [redacted] to use less detergent and to use the clean cycle As clarification, this washer has a special cycle that uses higher water volumes in combination with liquid chlorine bleach to clean the inside of the washerThe manual also recommends that the washer maintenance procedure should be performed once per month or every wash cyclesWe would also like to note that a HE washer is designed to use less water than traditional washers; they only use – 60% of the water used by traditional washersFor best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaningThe washer is less efficient at rinsing when the load is tightly packedAlso, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling actionThis can be caused by not using HE detergent or using too much HE detergentWith that being said, since we have addressed the issue brought forth in MsP [redacted] complaint, we have closed our file We apologize to MsP [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]
August 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intakeWe apologize in advance if MsB [redacted] was not informed or aware of this informationAfter reviewing MsB [redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S [redacted] and were informed that on August 10, a gas range was delivered to MsB [redacted] residenceAs far as the missing credit for the first order, MrG [redacted] advised our office that on August 18, a credit in the original amount charged of $was issued back to the original form of paymentSince we were able to confirm that MsB [redacted] received her purchased gas range, we have closed our files.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
July 27, [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 the event party tent 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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period After the Kmart day return/exchange period has expired, Ms [redacted] would need to contact the manufacturer, [redacted] at ( [redacted] regarding the defective partsSince we have addressed the issue in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
Initial Business Response / [redacted] (1000, 8, 2015/04/30) */ April 30, [redacted] We have completed the investigation of [redacted] complaint regarding the refund of her online order that she alleges she did not picked up from the store Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedUpon receipt of [redacted] complaint we reached out to [redacted] , Store Manager for Kmart***, to assist with [redacted] concerns [redacted] confirmed that [redacted] was issued a full refund of $to her Sears credit card on April 14, If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted] With that being said, since we have provided [redacted] with her desired resolution, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
September 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Pamela W [redacted] Dear [redacted] We have completed our review of MsW [redacted] rebuttal complaint to the previous response provided regarding the refunds she received for order number [redacted] We have reviewed MsW [redacted] new complaint regarding a different order number of [redacted] , and her request for a refund as she received the wrong itemAfter reviewing the notes in the new order, we found that Sears Online processed a refund on September 18, 2017, in addition to an extra Shop Your Way Reward points that was offered as compensationShould MsW [redacted] have any further questions regarding her Shop Your Way Reward account, she may call ( [redacted] In the interim, we have confirmed that the refund is reflecting in her Shop Your Way Rewards account and 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 C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sarah P [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction that the refrigerator failed too soon and the scheduling issues when she requested service We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that refrigerator failed too soon the fact remains that manufacturer’s warranty is for service and covers parts and laborIf the refrigerator is deemed non repairable by our technician during the warranty coverage, the refrigerator will be replaced As far as Ms [redacted] ’s request to return the refrigerator for a refund is concerned, we did not find that this was warranted, particularly since the 30-day return period has expired and the technician has ordered parts to repair the refrigeratorAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda[redacted] @searshc.com
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of her refrigeratorUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted her to discuss her concerns regarding the credit [redacted] offered to issue the $credit on the purchase of her refrigerator and [redacted] accepted the offerOn April 6, [redacted] processed the $credit to [redacted] ***’ [redacted] Sears credit cardThe credit should post to her account within -business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [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]
December 19, [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 our customer service and non-receipt of a trampoline she ordered for store pick up through kmart.com layaway It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart online layaway with the option for store pick up We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, [redacted] , Distract Manager for Kmart Store number ***, spoke with Ms [redacted] on December 19, 2016, in reference to her concerns and offered her $cash as an apology for her experience Our records indicate that Ms [redacted] accepted the offer and indicated that it met with her approval Therefore, she is expected to receive the amount by mail within business days At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us another opportunity to provide her with 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 Ms [redacted] comments and an equitable resolution has been provided 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:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this timeI received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher This email was recieved at the time a serviceman was at my home That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another weeks...and then time for repair Below is my last response that Sears has failed to address or respond to.I called for service on 11/when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service At the time that the service member was in my home, I received the email below from Sears Customer service It led me to think that they would be helping with a replacement Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/and he could try to call around to find one sooner, but could not gaurauntee anything He said that if I were pursuing a replacement machine that he would not try to find the part I called customer service, but was on hold until after he left I spent a long time on the phone with them and was notified that they had no record of the email below either The only way they could get it was for me to fax it to them I do not have easy access to a fax machine When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted] , although not fruitful, were professional and courteous Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears I understand that you are informing us that the service for the dishwasher is completed more than times and looking for a replacement Please do contact our Customer solutions team at 800-479-and they will be able to assist you regarding the replacement of the dishwasher I appreciate your patience in this regard and look forward to serve you again Sincerely, Ace S Sears Holdings Corporation 800-479- Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information Our dishwasher has been repaired on the following dates: 5/29/ 6/11/12/5/10/8/1/20/8/19/ today That is more than and I have Sears receipts to verify this information To this point - there have been $in repairs of the dishwasher and that is prior to the repairs today, weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumersRevdex.com will receive the same information Sincerely, Kate [redacted] On Tue, Nov 15, at 9:AM, Sears Home Services - Customer Support wrote: Dear Kate, Thank you for contacting Sears I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refundI owe you an apology for the trouble caused As per the case details, I see that the service for the dishwasher is scheduled on 11/16/and he dishwasher has completed only service from I request you to continue with the service so that our technician will check what best can be done I appreciate your patience in this regard and look forward to serve you again Sincerely, Ace S Sears Holdings Corporation 800-479- Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted] There is currently an open ticket and a service appointment for Wednesday 11/ We do not want service on this faulty Kenmore dishwasherIt has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher We have put our trust in the Kenmore product and then the kenmore service one too many timesAs you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time We will be contacting the Revdex.com regarding the poor product and most recently poor service Please verify receipt of the message and your course of action We can be contacted with any questions at this email or [redacted] Sincerely, Katherine [redacted]
August 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her tent It was our understanding that Ms [redacted] has been given a store credit in the amount of her purchase, which would have made her wholeAccordingly, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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] ***
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]
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ryan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding the charges for a repair to his washer Upon researching Mr***’s complaint, we reviewed the service orders and his owner’s manual as it pertains to repairs Mr [redacted] was charged $on August 22, 2016, to repair his water pump; the technician removed nails The technician returned on August 30, 2016, and removed two more nails; Mr [redacted] was not charged for the follcall The $is strictly for the repair to the water pump; Mr [redacted] was not charged any additional monies for a diagnostic scan Furthermore, the owner’s manual specifically states that any repairs necessary due to accident or negligence would not be covered Since we have explained why the charge to repair Mr***’s washer is correct, and no refund is due, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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]
[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]
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] ***
September 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Leroy H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his dissatisfaction with the delay of his lawn mower repair It is unfortunate that we failed MrH [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintAlthough Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure MrH [redacted] that his concerns have been forwarded to management for review Our records show that MrH [redacted] lawn mower was repaired on August 20, It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period MrH [redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits At this time, we can only reiterate that we regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted MrH [redacted] comments and the requested repair has been completed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [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
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]
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Yolanda P [redacted] Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding her dissatisfaction with the performance of her washer and her request to return both her washer and dryer for a refund We apologize that MsP [redacted] washer failed to meet her expectationsSears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchaseWe would like to note that a link to view the return policy online and posted in the storesWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions ” According to our records, MsP [redacted] purchased the washer on October 8, 2016, and did not report her dissatisfaction with the performance of the washer until she called for service on February 28, On March 17, the technician noted that the washer is tearing the clothes and he recalibrated the unit; the technician also noted “no repair available for this unit”; however, the technician meant that there is nothing to repair on this unitIn fact, when a technician determines that a unit is non repairable, he must contact our Strategic Technical Assistance Center (STAC) for authorization to submit for replacement; STAC was not contacted by the technicianThat same day MsP [redacted] called and requested a replacement and she was informed that the notes were not available for review yet On March 22, MsP [redacted] contacted our Customer Solutions team regarding an exchange on the washerThe associate reviewed the tech notes and his notes were misconstrued as “the unit is non repairable” and a request for an exchange was submittedOn March 30, the exchange was processed and the new washer was delivered on April 8, Since that time we did not hear from MsP [redacted] until she contacted Customer Solutions and our contract department on August 23, MsP [redacted] requested another replacement because the washer was having the same problem as the initial oneHer request was declined by both departments and MsP [redacted] was informed that the washer must be serviceOn September 16, the technician assessed the washer and inspected the washplateThe technician noted that he found nothing (in the washer) to cause marks on MsP [redacted] clothesThe technician instructed MsP [redacted] to use less detergent and to use the clean cycle As clarification, this washer has a special cycle that uses higher water volumes in combination with liquid chlorine bleach to clean the inside of the washerThe manual also recommends that the washer maintenance procedure should be performed once per month or every wash cyclesWe would also like to note that a HE washer is designed to use less water than traditional washers; they only use – 60% of the water used by traditional washersFor best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaningThe washer is less efficient at rinsing when the load is tightly packedAlso, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling actionThis can be caused by not using HE detergent or using too much HE detergentWith that being said, since we have addressed the issue brought forth in MsP [redacted] complaint, we have closed our file We apologize to MsP [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]
August 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intakeWe apologize in advance if MsB [redacted] was not informed or aware of this informationAfter reviewing MsB [redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S [redacted] and were informed that on August 10, a gas range was delivered to MsB [redacted] residenceAs far as the missing credit for the first order, MrG [redacted] advised our office that on August 18, a credit in the original amount charged of $was issued back to the original form of paymentSince we were able to confirm that MsB [redacted] received her purchased gas range, we have closed our files.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
July 27, [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 the event party tent 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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period After the Kmart day return/exchange period has expired, Ms [redacted] would need to contact the manufacturer, [redacted] at ( [redacted] regarding the defective partsSince we have addressed the issue in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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]
Initial Business Response / [redacted] (1000, 8, 2015/04/30) */ April 30, [redacted] We have completed the investigation of [redacted] complaint regarding the refund of her online order that she alleges she did not picked up from the store Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedUpon receipt of [redacted] complaint we reached out to [redacted] , Store Manager for Kmart***, to assist with [redacted] concerns [redacted] confirmed that [redacted] was issued a full refund of $to her Sears credit card on April 14, If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted] With that being said, since we have provided [redacted] with her desired resolution, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
September 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Pamela W [redacted] Dear [redacted] We have completed our review of MsW [redacted] rebuttal complaint to the previous response provided regarding the refunds she received for order number [redacted] We have reviewed MsW [redacted] new complaint regarding a different order number of [redacted] , and her request for a refund as she received the wrong itemAfter reviewing the notes in the new order, we found that Sears Online processed a refund on September 18, 2017, in addition to an extra Shop Your Way Reward points that was offered as compensationShould MsW [redacted] have any further questions regarding her Shop Your Way Reward account, she may call ( [redacted] In the interim, we have confirmed that the refund is reflecting in her Shop Your Way Rewards account and 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 C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sarah P [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction that the refrigerator failed too soon and the scheduling issues when she requested service We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that refrigerator failed too soon the fact remains that manufacturer’s warranty is for service and covers parts and laborIf the refrigerator is deemed non repairable by our technician during the warranty coverage, the refrigerator will be replaced As far as Ms [redacted] ’s request to return the refrigerator for a refund is concerned, we did not find that this was warranted, particularly since the 30-day return period has expired and the technician has ordered parts to repair the refrigeratorAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda[redacted] @searshc.com
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of her refrigeratorUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted her to discuss her concerns regarding the credit [redacted] offered to issue the $credit on the purchase of her refrigerator and [redacted] accepted the offerOn April 6, [redacted] processed the $credit to [redacted] ***’ [redacted] Sears credit cardThe credit should post to her account within -business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [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]
December 19, [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 our customer service and non-receipt of a trampoline she ordered for store pick up through kmart.com layaway It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart online layaway with the option for store pick up We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, [redacted] , Distract Manager for Kmart Store number ***, spoke with Ms [redacted] on December 19, 2016, in reference to her concerns and offered her $cash as an apology for her experience Our records indicate that Ms [redacted] accepted the offer and indicated that it met with her approval Therefore, she is expected to receive the amount by mail within business days At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us another opportunity to provide her with 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 Ms [redacted] comments and an equitable resolution has been provided 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:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this timeI received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher This email was recieved at the time a serviceman was at my home That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another weeks...and then time for repair Below is my last response that Sears has failed to address or respond to.I called for service on 11/when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service At the time that the service member was in my home, I received the email below from Sears Customer service It led me to think that they would be helping with a replacement Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/and he could try to call around to find one sooner, but could not gaurauntee anything He said that if I were pursuing a replacement machine that he would not try to find the part I called customer service, but was on hold until after he left I spent a long time on the phone with them and was notified that they had no record of the email below either The only way they could get it was for me to fax it to them I do not have easy access to a fax machine When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted] , although not fruitful, were professional and courteous Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears I understand that you are informing us that the service for the dishwasher is completed more than times and looking for a replacement Please do contact our Customer solutions team at 800-479-and they will be able to assist you regarding the replacement of the dishwasher I appreciate your patience in this regard and look forward to serve you again Sincerely, Ace S Sears Holdings Corporation 800-479- Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information Our dishwasher has been repaired on the following dates: 5/29/ 6/11/12/5/10/8/1/20/8/19/ today That is more than and I have Sears receipts to verify this information To this point - there have been $in repairs of the dishwasher and that is prior to the repairs today, weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumersRevdex.com will receive the same information Sincerely, Kate [redacted] On Tue, Nov 15, at 9:AM, Sears Home Services - Customer Support wrote: Dear Kate, Thank you for contacting Sears I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refundI owe you an apology for the trouble caused As per the case details, I see that the service for the dishwasher is scheduled on 11/16/and he dishwasher has completed only service from I request you to continue with the service so that our technician will check what best can be done I appreciate your patience in this regard and look forward to serve you again Sincerely, Ace S Sears Holdings Corporation 800-479- Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted] There is currently an open ticket and a service appointment for Wednesday 11/ We do not want service on this faulty Kenmore dishwasherIt has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher We have put our trust in the Kenmore product and then the kenmore service one too many timesAs you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time We will be contacting the Revdex.com regarding the poor product and most recently poor service Please verify receipt of the message and your course of action We can be contacted with any questions at this email or [redacted] Sincerely, Katherine [redacted]