November 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the cancellation of his service appointments First, we would like to apologize to Mr [redacted] for any inconvenience he may have experienced when the appointment for his washer and dryer were canceled We reviewed our service system and we found that a technician was never assigned by our Routing department We sincerely apologize to Mr [redacted] for this oversight Although Mr [redacted] recent experience with Sears Home Services was less than gratifying, we would like to assure him that we value his patronage and we do not take this matter lightly Therefore, if Mr [redacted] would like to schedule another service appointment for his washer and dryer, we can offer him a 25% service refund upon completion of the service calls Mr [redacted] would need to send an email to [redacted] to have the refund issuedIn the interim, since we have documented Mr [redacted] concerns with the repair process and proposed the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with our reply our case remains 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] * [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
November 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christopher [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the availability of service for his oven repair First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled service for his oven We value Mr [redacted] patronage and we sincerely apologize for any inconvenience he may have experiencedWith that said, we would like to clarify that although Mr [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis We are always trying to find better ways to address our customers’ needs, but there is no quick fix While the agreement only provides for service during business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided Once we received Mr [redacted] complaint, we contacted the local service unit for assistance They subsequently reached out to our Routing department to try to move up Mr [redacted] appointment; unfortunately, sooner service was not available Our records show that the repair to Mr [redacted] oven was completed on November 16, 2016; eight days after he called for service At this time, since we have completed the repair to Mr [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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] ***
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Gerald P [redacted] Dear Ms [redacted] : We have completed the investigation of MrP [redacted] complaint regarding some bar stools he purchased As clarification, the Terms of Use for our site note: “Sears may display advertising prints for products sold through a Sears SiteSears attempts to display the colors of the products shown on the Sears Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” These terms are agreed upon by using our siteMrP [redacted] order was placed through one of our marketplace vendors, [redacted] ***and their return policy matches our ownOur return policy states clearly that indoor upholstered furniture must be returned within days of purchaseHowever, MrP [redacted] did not contact us within that timeIt seems he was offered a small discount to keep the items, but he wanted 50% and that is not a reasonable requestAs an alternative, [redacted] ***., offered to make an exception to the return policy by accepting the item back if he wished to send it at his own cost within days and he would be subject to a 20% restocking feeMrP [redacted] declined this offer as well and filed a dispute with credit card company, which was deniedAt this time, we are willing to issue a % discount if he wishes, but his chance to return the items has passed MrP [redacted] may email the address below if he wishes to acceptWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
Contact Name and Title: MELISSA [redacted] September 1, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Lenore [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn August 31, 2015, the technician returned to Ms [redacted] home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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.)
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on her dishwasher and her request for a refund.At the time [redacted] called to schedule service through Sears Home Services, she was apprised that since her dishwasher was no longer under warranty, she would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $69.00.The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of $69.0, as a one-time customer courtesy The credit was requested on November 16, 2015, so [redacted] can expect to see it post to her [redacted] account ending in [redacted] in approximately five to seven days from this date With that said, since we are providing [redacted] with her requested resolution, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matterSincerely, [redacted]
June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repairAs a courtesy, we did contact the service unit and requested for the repair to be expeditedAs previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warrantyAs 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Kristie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding delay in receiving her purchased appliances We would first like to apologize that many factors resulted in Ms [redacted] 's delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms [redacted] 's concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms [redacted] 's complaint and our records, we were able to determine that when Ms [redacted] was informed that the delivery date needed to be rescheduled; unfortunately she decided to cancel her entire orderWe hope that Ms [redacted] will allow up another opportunity in the future to provide her with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] I [redacted] @searshc.com
November 2, [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 refund for items she ordered from sears.com but did not receive It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that upon our receipt of this complaint, Ms [redacted] had already been informed that a refund of $was issued to her [redacted] account ending in [redacted] on October 13, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better 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 Ms [redacted] comments and the requested 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] ***
March 18, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the installation of her replacement water heater Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $in question as a result [redacted] should have her check shortly if it has not reached her alreadyWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pur [redacted] from Sears OutletMatt Martinez, Sears Outlet District Sales Manager provided the following response: In order to resolve Mr [redacted] ’s concerns, we need to speak with himWe have left voice mail messages and sent emails which to date have not been returnedThat said, if Mr [redacted] still requires assistance we ask that he contact [redacted] ***, store manager of the Niles Sears Outlet, who is empowered to helpMs [redacted] can be reached at ***/***-***Since we have requested Mr [redacted] contact Ms [redacted] to resolve her concerns, we ask that this complaint be closed pending further contactWe 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] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Name and Title: [redacted] August 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr[redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be avertedOn August 14, 2015, the technician returned to Mr[redacted] home to install the parts that were previously ordered; completing the repairAgain, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, District Service Manager [redacted] processed a $gift card for Mr[redacted] , which should be received within the next two weeksWith that said, since we have completed the repair to Mr[redacted] refrigerator, [redacted] later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accept the response so issue can be closed and I never have to deal with Sears againNice gesture with the gift card considering it cost me $and many hours of personal time and time missed from workSears has big issues to deal with and they are a completely broken company as review sites and social media are clear to report, not sure they will ever be a great company again
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
June 15, [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 recent online order experience It is unfortunate that we failed Ms [redacted] expectations we and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all of the orders that have been placed, we have no other recourse than to cancel the sale since the merchandise is no longer availableWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later to be found unavailable, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Ms [redacted] for any inconvenience that she may have experienced due to this issueWe have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINSHO may display advertising prints for products sold through a SHO SiteSHO attempts to display the colors of the products shown on the SHO Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you We forwarded this matter to Sears Outlet who confirmed that the item is out of stock which is why the order was cancelled and an email was generated the same dayShould Ms [redacted] have any further questions, she may contact Store General Manager Greg J [redacted] directly at [redacted] Additionally, 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] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal; we understand that [redacted] is unhappy with the time it may take to receive his refund check for the [redacted] blower [redacted] was informed that the wait time could be to weeks due to the amount of refunds that are being processedWe have confirmed that his blower was received and have requested his refund be expedited 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]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Carol J [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsJ [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsJ [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value MsJ [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsJ [redacted] for any inconvenience we may have caused Upon researching MsJ [redacted] complaint, we found that she was assisted by Nia R [redacted] with our escalated customer service group, Executive Member Services (EMS MsR [redacted] worked with the local service unit to obtain sooner service Unfortunately, another appointment was required to resolve the issue with MsJ [redacted] refrigerator; the compressor and condenser were replaced on January 9, As a conciliatory gesture, MsR [redacted] extended MsJ [redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, If MsJ [redacted] has any further questions or concerns, she can reach MsR [redacted] at ( [redacted] , extension ** In the interim, since we have documented MsJ [redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file Again, we apologize to MsJ [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
November 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the cancellation of his service appointments First, we would like to apologize to Mr [redacted] for any inconvenience he may have experienced when the appointment for his washer and dryer were canceled We reviewed our service system and we found that a technician was never assigned by our Routing department We sincerely apologize to Mr [redacted] for this oversight Although Mr [redacted] recent experience with Sears Home Services was less than gratifying, we would like to assure him that we value his patronage and we do not take this matter lightly Therefore, if Mr [redacted] would like to schedule another service appointment for his washer and dryer, we can offer him a 25% service refund upon completion of the service calls Mr [redacted] would need to send an email to [redacted] to have the refund issuedIn the interim, since we have documented Mr [redacted] concerns with the repair process and proposed the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with our reply our case remains 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] * [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
November 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christopher [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the availability of service for his oven repair First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled service for his oven We value Mr [redacted] patronage and we sincerely apologize for any inconvenience he may have experiencedWith that said, we would like to clarify that although Mr [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis We are always trying to find better ways to address our customers’ needs, but there is no quick fix While the agreement only provides for service during business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided Once we received Mr [redacted] complaint, we contacted the local service unit for assistance They subsequently reached out to our Routing department to try to move up Mr [redacted] appointment; unfortunately, sooner service was not available Our records show that the repair to Mr [redacted] oven was completed on November 16, 2016; eight days after he called for service At this time, since we have completed the repair to Mr [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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] ***
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Gerald P [redacted] Dear Ms [redacted] : We have completed the investigation of MrP [redacted] complaint regarding some bar stools he purchased As clarification, the Terms of Use for our site note: “Sears may display advertising prints for products sold through a Sears SiteSears attempts to display the colors of the products shown on the Sears Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” These terms are agreed upon by using our siteMrP [redacted] order was placed through one of our marketplace vendors, [redacted] ***and their return policy matches our ownOur return policy states clearly that indoor upholstered furniture must be returned within days of purchaseHowever, MrP [redacted] did not contact us within that timeIt seems he was offered a small discount to keep the items, but he wanted 50% and that is not a reasonable requestAs an alternative, [redacted] ***., offered to make an exception to the return policy by accepting the item back if he wished to send it at his own cost within days and he would be subject to a 20% restocking feeMrP [redacted] declined this offer as well and filed a dispute with credit card company, which was deniedAt this time, we are willing to issue a % discount if he wishes, but his chance to return the items has passed MrP [redacted] may email the address below if he wishes to acceptWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
Contact Name and Title: MELISSA [redacted] September 1, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Lenore [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn August 31, 2015, the technician returned to Ms [redacted] home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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.)
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on her dishwasher and her request for a refund.At the time [redacted] called to schedule service through Sears Home Services, she was apprised that since her dishwasher was no longer under warranty, she would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $69.00.The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of $69.0, as a one-time customer courtesy The credit was requested on November 16, 2015, so [redacted] can expect to see it post to her [redacted] account ending in [redacted] in approximately five to seven days from this date With that said, since we are providing [redacted] with her requested resolution, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matterSincerely, [redacted]
June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repairAs a courtesy, we did contact the service unit and requested for the repair to be expeditedAs previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warrantyAs 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Kristie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding delay in receiving her purchased appliances We would first like to apologize that many factors resulted in Ms [redacted] 's delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms [redacted] 's concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms [redacted] 's complaint and our records, we were able to determine that when Ms [redacted] was informed that the delivery date needed to be rescheduled; unfortunately she decided to cancel her entire orderWe hope that Ms [redacted] will allow up another opportunity in the future to provide her with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] I [redacted] @searshc.com
November 2, [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 refund for items she ordered from sears.com but did not receive It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that upon our receipt of this complaint, Ms [redacted] had already been informed that a refund of $was issued to her [redacted] account ending in [redacted] on October 13, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better 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 Ms [redacted] comments and the requested 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] ***
March 18, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the installation of her replacement water heater Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $in question as a result [redacted] should have her check shortly if it has not reached her alreadyWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pur [redacted] from Sears OutletMatt Martinez, Sears Outlet District Sales Manager provided the following response: In order to resolve Mr [redacted] ’s concerns, we need to speak with himWe have left voice mail messages and sent emails which to date have not been returnedThat said, if Mr [redacted] still requires assistance we ask that he contact [redacted] ***, store manager of the Niles Sears Outlet, who is empowered to helpMs [redacted] can be reached at ***/***-***Since we have requested Mr [redacted] contact Ms [redacted] to resolve her concerns, we ask that this complaint be closed pending further contactWe 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] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Name and Title: [redacted] August 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr[redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be avertedOn August 14, 2015, the technician returned to Mr[redacted] home to install the parts that were previously ordered; completing the repairAgain, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, District Service Manager [redacted] processed a $gift card for Mr[redacted] , which should be received within the next two weeksWith that said, since we have completed the repair to Mr[redacted] refrigerator, [redacted] later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accept the response so issue can be closed and I never have to deal with Sears againNice gesture with the gift card considering it cost me $and many hours of personal time and time missed from workSears has big issues to deal with and they are a completely broken company as review sites and social media are clear to report, not sure they will ever be a great company again
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
June 15, [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 recent online order experience It is unfortunate that we failed Ms [redacted] expectations we and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all of the orders that have been placed, we have no other recourse than to cancel the sale since the merchandise is no longer availableWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later to be found unavailable, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Ms [redacted] for any inconvenience that she may have experienced due to this issueWe have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINSHO may display advertising prints for products sold through a SHO SiteSHO attempts to display the colors of the products shown on the SHO Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you We forwarded this matter to Sears Outlet who confirmed that the item is out of stock which is why the order was cancelled and an email was generated the same dayShould Ms [redacted] have any further questions, she may contact Store General Manager Greg J [redacted] directly at [redacted] Additionally, 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] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal; we understand that [redacted] is unhappy with the time it may take to receive his refund check for the [redacted] blower [redacted] was informed that the wait time could be to weeks due to the amount of refunds that are being processedWe have confirmed that his blower was received and have requested his refund be expedited 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]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Carol J [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsJ [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsJ [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value MsJ [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsJ [redacted] for any inconvenience we may have caused Upon researching MsJ [redacted] complaint, we found that she was assisted by Nia R [redacted] with our escalated customer service group, Executive Member Services (EMS MsR [redacted] worked with the local service unit to obtain sooner service Unfortunately, another appointment was required to resolve the issue with MsJ [redacted] refrigerator; the compressor and condenser were replaced on January 9, As a conciliatory gesture, MsR [redacted] extended MsJ [redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, If MsJ [redacted] has any further questions or concerns, she can reach MsR [redacted] at ( [redacted] , extension ** In the interim, since we have documented MsJ [redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file Again, we apologize to MsJ [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist