Complaint: [redacted] I am rejecting this response because: I keep being told that the Sears return policy is stated at the registers and they are not nor is it indicated on the receipt The receipts states, Our return policy varies depending on the items purchased Instead of trying to return in days, I attempted at day I have been given conflicting information from both store manager and customer service representatives I should have also been given an option to exchange for the correct size or a store credit Customer service is about trying to find possible remedies to satisfy someone who has spent their money in your store My purchase is less than $and could simply be rectifiedI am expecting Sears to do the right thing Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: 9***- Darrell [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his online order and delivery experience It is unfortunate that we failed Mr***'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe spoke with Mr [redacted] and apologized for any inconvenience he experienced and offered a $gift card which he acceptedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponMr [redacted] can expect to receive the gift card in the mail within seven to fourteen business daysIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the customer service provided by the store when he attempted to return the tractor he had just purchased Upon receipt of Mr [redacted] complaint we reached out to [redacted] ***, Store Manager for Store ***, to assist with Mr [redacted] concernMs [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractorMs [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issuedOn June 13, Ms [redacted] contacted Mr [redacted] and apologized for any inconvenience this may have causedMs [redacted] also agreed to reimburse Mr [redacted] for the [redacted] rental and he accepted the offerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, James K***
December 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 the problem she encountered when she attempted to return a television for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedAs clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period Upon receipt of Ms [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms [redacted] concernMs [redacted] confirmed that the store return policy for televisions is a day period, not a 14-day return periodMs [redacted] contacted Ms [redacted] and offered to assist with the returnOn November 30, we processed the return and issued Ms [redacted] a refund of $to her [redacted] cardWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith 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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Katherine T [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and her dishwasherAs stated in our initial correspondence, Ms [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, We feel it is important to remind Ms [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been closed service calls where functional parts have been replaced within a month periodAfter reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacementOur stance on this issue remains unchangedSears dispatched a technician to Ms [redacted] home on November 16, to diagnose her complaint that her dishwasher emitted a burning smellUpon arrival at the home, Ms [redacted] refused serviceLater in the day, Ms [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms [redacted] , who reiterated the terms and conditions of the MPA regarding replacementSears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously statedAt this time, we find ourselves at an impasse with Ms [redacted] If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forwardIf Ms [redacted] would like to move forward, she can email me at Adam[redacted] @searshc.comMs [redacted] notes in her complaint that she would like a refundWe feel it is important to refer Ms [redacted] to her sales check, provided as a courtesy, which notes that she had days in which to request a refundThe dishwasher was purchased January 4, 2013; therefore a refund is not an optionSince we have provided our stance as it relates to Ms [redacted] complaint, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, non-receipt of a 15% discount for opening a Sears credit card, and his allegation that he has not received a refund for phones purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr [redacted] has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that each time Mr [redacted] requested the 15% discount on the phones he purchased from [redacted] , sears.com agents informed him that the discount could be applied only to Sears Store purchases or items purchased directly from Sears This information was available to Mr [redacted] when he placed his order and specifically states that the discount is offered “for qualifying purchases made at participating Sears locations and Sears.com for items marked Sold by SearsSee www.sears.com/creditoffers for participating locations.” For this reason, we are unable to honor Mr [redacted] request for the discount on his [redacted] order, and deny his allegation that his order was cancelled to avoid issuing the discount Mr [redacted] is welcome to revisit sears.com to view the details of the discount offer, since it remains the same regardless of whether the amount of the discount varies During our investigation of Mr [redacted] rebuttal, we revealed that he ordered phones over different orders Additionally, we found correspondence from one or more sellers indicating that Mr [redacted] did not reply to their calls or messages and that they would not process any further orders for Mr [redacted] due to this and his placement of an order for the same item that was returned to them Mr [redacted] own email to Sears stated that he was waiting for approval from Sears to return items to the seller, although Sears’ policy directs our customers to work directly with the seller It may also be important to note that only of the tracking numbers Mr [redacted] provided with his rebuttal are valid With that having been said, our records do show that of the phones ordered by Mr [redacted] were returned Refunds of $1,and $1,were issued October 14, 2016, $1,and $were issued on October 19th and 20th, respectively All refunds were issued to Mr [redacted] account ending in *** While we empathize with Mr [redacted] situation, we can only suggest that he contact the seller directly regarding any item he feels he has returned but is not reflected in the refund details listed above, since the seller must confirm the return before a refund can be processed Since we have confirmed that refunds have been issued for each of the items that has been marked as returned, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 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 her cancelled sears.com order 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 Our records show that on July 17, 2016, we issued a refund check of $instead of a gift card refund, and an additional gift card of $was issued on the same date to give Ms [redacted] a complete refund of $for her gift cards in addition to the credit card refund of $she had already received 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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move onIt does appear the vibration is gone when I apply the brakes at highway speedsBUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced of the rotors from what I saw It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoeverThen all of a sudden a couple years ago there service record did a compete I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worsePlus having to spend countless hours trying to resolve itI do have a question howeverWhat will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself
August 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Leon [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding service for his lawn mower Upon receipt of Mr [redacted] 's complaint, we found that he had been in contact with MsNicolette [redacted] in our escalated complaint departmentMs [redacted] was able to assist in getting a credit for replacement from our cardepartment set upMr [redacted] has been provided with the replacement information and how to proceedAs it was our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Tim O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a refund It is unfortunate that we failed MrO [redacted] expectations when he recently scheduled a refrigerator repairWe value MrO [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrO [redacted] may have experiencedWe want to assure MrO [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Due to the multiple repair attempts, on September 20, MrO [redacted] was authorized for a warranty exchange and new refrigerator was orderedSince the repair was not completed in a timely manner, MrO [redacted] stated that had already purchased a new refrigeratorFor customer satisfaction, the order for the refrigerator exchange was cancelledOn October 5, the refrigerator was returned and we issued MrO [redacted] a full refund via a bank checkWith that being said, since we have addressed the issue brought forth in MrO [redacted] complaint, we have closed our file We apologize to MrO [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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Leeann [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret the misinformation she receivedOn receipt of Ms [redacted] ’s complaint we reached out to Cross Country Home Services (CCHS) who is the obligor of the Sears home warrantiesWe confirmed that although Ms [redacted] was informed of the amount to add her garage refrigerator our agent didn’t not explain how to have this done nor was it added at the time Ms [redacted] purchased the warrantyJulia Stephenson, case management specialist from CCHS stated that Ms [redacted] did purchase the additional coverage for her refrigerator recently and she was informed that her standalone ice maker is not coveredSince we have addressed Ms [redacted] ’s complaint we have closed our file Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Mamie [redacted]
Complaint: [redacted] I am rejecting this response because: It is misleading advertisementThe fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptableAlso, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at allI fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installationThe reciept number is [redacted] - and the extra amount paid via CC was $ Sincerely, [redacted]
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Joe [redacted] Dear Ms [redacted] : We have reviewed Mr [redacted] ’s rebuttal complaint regarding his parts order and request for a full refundAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openWe advised Mr [redacted] that we were unable to locate an order for him in our system since July 25, At the time, it was our understanding that Mr [redacted] was dissatisfied with paying an extra $in shipping fees therefore we issued a $check to resolve the matterIn our second response dated August 2, 2016, we asked that he provide us with his order number, correct telephone number, address and name that he used at the time of purchaseHowever, Mr [redacted] ’s next two rebuttals do not include the necessary information we needed to search for his order and resolve this matterAgain, Mr [redacted] has our written commitment to work towards a resolution, as stated in our previous closure lettersHowever, he will need to provide us with an order number and the website he accessed to place the order and any additional information that will help usWe feel that keeping this case open during the interim is unwarrantedWe respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service to her refrigerator ice maker It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator ice makerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] contacted Ms [redacted] to offer a follservice call Ms [redacted] declined, so Ms [redacted] offered her a refund of the repair cost minus the trip charge, $197.63, which Ms [redacted] accepted Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next five to seven business days With that said, since we have documented Ms [redacted] concerns with the repair process and we have processed the aforementioned refund, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ingrid A W [redacted] Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding her dissatisfaction with the service availability in her area and that her refrigerator was not repaired in a timely manner It is unfortunate that we failed MsW [redacted] expectations when she recently scheduled a refrigerator repairWe value MsW [redacted] patronage, but can understand her frustration with the delays with serviceWe would like to apologize for the inconvenience and disappointment that MsW [redacted] may have experiencedWe want to assure MsW [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on June 28, MsW [redacted] reported an error message on her refrigerator and the fan was not workingOur technician arrived on July 13, and determined that the controller assembly had to be replaced and ordered the partThe technician scheduled to return on July 31, from 8am – pm; however, on the return service date, the technician did not arrive at MsW [redacted] residence until 1:pmWe would like to note, as with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledIn MsW [redacted] case, the technician needed to spend a longer amount of time at a previous stopThe technician noted that MsW [redacted] had to leave (for work) and could not wait for the repair to be completedService was rescheduled for the first available date, August 17, A sooner service request was submitted to our routing management team, but none was availableOn August 17, another technician arrived to install the part and he found that an additional part had to be orderedThe technician ordered the valve assembly and returned on September 5, to install the part; the repair was completed and the service order is closedWe apologize that the repair took longer than expected and as a one-time courtesy we have issued MsW [redacted] a $reimbursement on the labor chargeMsW [redacted] should receive the bank check within – business daysAdditionally, we hope that MsW [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponSince we have addressed the issue brought forth in MsW [redacted] complaint, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted [redacted] with [redacted] for assistance On July 7, 2016, Ms [redacted] spoke with Mr [redacted] Mr [redacted] explained that another repair company had repaired his washer Therefore, as a courtesy, we processed a refund totaling $ Two credit requests were submitted on July 7, 2016; one for $and a second for $ Ms [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days Ms [redacted] originally paid a total of $for the washer repair, but our records show that she was previously issued a $refund by one of our customer service groups on June 10, With that said, since an equitable resolution is being provided for Ms [redacted] we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We were able to reorder the merchandise Mr [redacted] wanted and it arrived on January 26, We want to apologize to Mr [redacted] there was an unexpected delay from the vendorShould he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during business hours Again, we 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 concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
August 30, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Joseph [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we providedMr [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and dateAs for the price for our parts, we do not manufacture any partsAll of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the itemWe apologize if Mr [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriateWe gave Mr [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him forAs such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same serviceAs we feel his request remains unreasonable and unjustified, we have reclosed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I keep being told that the Sears return policy is stated at the registers and they are not nor is it indicated on the receipt The receipts states, Our return policy varies depending on the items purchased Instead of trying to return in days, I attempted at day I have been given conflicting information from both store manager and customer service representatives I should have also been given an option to exchange for the correct size or a store credit Customer service is about trying to find possible remedies to satisfy someone who has spent their money in your store My purchase is less than $and could simply be rectifiedI am expecting Sears to do the right thing Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: 9***- Darrell [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his online order and delivery experience It is unfortunate that we failed Mr***'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe spoke with Mr [redacted] and apologized for any inconvenience he experienced and offered a $gift card which he acceptedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponMr [redacted] can expect to receive the gift card in the mail within seven to fourteen business daysIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the customer service provided by the store when he attempted to return the tractor he had just purchased Upon receipt of Mr [redacted] complaint we reached out to [redacted] ***, Store Manager for Store ***, to assist with Mr [redacted] concernMs [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractorMs [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issuedOn June 13, Ms [redacted] contacted Mr [redacted] and apologized for any inconvenience this may have causedMs [redacted] also agreed to reimburse Mr [redacted] for the [redacted] rental and he accepted the offerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, James K***
December 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 the problem she encountered when she attempted to return a television for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedAs clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period Upon receipt of Ms [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms [redacted] concernMs [redacted] confirmed that the store return policy for televisions is a day period, not a 14-day return periodMs [redacted] contacted Ms [redacted] and offered to assist with the returnOn November 30, we processed the return and issued Ms [redacted] a refund of $to her [redacted] cardWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith 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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Katherine T [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and her dishwasherAs stated in our initial correspondence, Ms [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, We feel it is important to remind Ms [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been closed service calls where functional parts have been replaced within a month periodAfter reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacementOur stance on this issue remains unchangedSears dispatched a technician to Ms [redacted] home on November 16, to diagnose her complaint that her dishwasher emitted a burning smellUpon arrival at the home, Ms [redacted] refused serviceLater in the day, Ms [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms [redacted] , who reiterated the terms and conditions of the MPA regarding replacementSears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously statedAt this time, we find ourselves at an impasse with Ms [redacted] If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forwardIf Ms [redacted] would like to move forward, she can email me at Adam[redacted] @searshc.comMs [redacted] notes in her complaint that she would like a refundWe feel it is important to refer Ms [redacted] to her sales check, provided as a courtesy, which notes that she had days in which to request a refundThe dishwasher was purchased January 4, 2013; therefore a refund is not an optionSince we have provided our stance as it relates to Ms [redacted] complaint, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, non-receipt of a 15% discount for opening a Sears credit card, and his allegation that he has not received a refund for phones purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr [redacted] has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that each time Mr [redacted] requested the 15% discount on the phones he purchased from [redacted] , sears.com agents informed him that the discount could be applied only to Sears Store purchases or items purchased directly from Sears This information was available to Mr [redacted] when he placed his order and specifically states that the discount is offered “for qualifying purchases made at participating Sears locations and Sears.com for items marked Sold by SearsSee www.sears.com/creditoffers for participating locations.” For this reason, we are unable to honor Mr [redacted] request for the discount on his [redacted] order, and deny his allegation that his order was cancelled to avoid issuing the discount Mr [redacted] is welcome to revisit sears.com to view the details of the discount offer, since it remains the same regardless of whether the amount of the discount varies During our investigation of Mr [redacted] rebuttal, we revealed that he ordered phones over different orders Additionally, we found correspondence from one or more sellers indicating that Mr [redacted] did not reply to their calls or messages and that they would not process any further orders for Mr [redacted] due to this and his placement of an order for the same item that was returned to them Mr [redacted] own email to Sears stated that he was waiting for approval from Sears to return items to the seller, although Sears’ policy directs our customers to work directly with the seller It may also be important to note that only of the tracking numbers Mr [redacted] provided with his rebuttal are valid With that having been said, our records do show that of the phones ordered by Mr [redacted] were returned Refunds of $1,and $1,were issued October 14, 2016, $1,and $were issued on October 19th and 20th, respectively All refunds were issued to Mr [redacted] account ending in *** While we empathize with Mr [redacted] situation, we can only suggest that he contact the seller directly regarding any item he feels he has returned but is not reflected in the refund details listed above, since the seller must confirm the return before a refund can be processed Since we have confirmed that refunds have been issued for each of the items that has been marked as returned, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 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 her cancelled sears.com order 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 Our records show that on July 17, 2016, we issued a refund check of $instead of a gift card refund, and an additional gift card of $was issued on the same date to give Ms [redacted] a complete refund of $for her gift cards in addition to the credit card refund of $she had already received 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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move onIt does appear the vibration is gone when I apply the brakes at highway speedsBUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced of the rotors from what I saw It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoeverThen all of a sudden a couple years ago there service record did a compete I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worsePlus having to spend countless hours trying to resolve itI do have a question howeverWhat will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself
August 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Leon [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding service for his lawn mower Upon receipt of Mr [redacted] 's complaint, we found that he had been in contact with MsNicolette [redacted] in our escalated complaint departmentMs [redacted] was able to assist in getting a credit for replacement from our cardepartment set upMr [redacted] has been provided with the replacement information and how to proceedAs it was our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Tim O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a refund It is unfortunate that we failed MrO [redacted] expectations when he recently scheduled a refrigerator repairWe value MrO [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrO [redacted] may have experiencedWe want to assure MrO [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Due to the multiple repair attempts, on September 20, MrO [redacted] was authorized for a warranty exchange and new refrigerator was orderedSince the repair was not completed in a timely manner, MrO [redacted] stated that had already purchased a new refrigeratorFor customer satisfaction, the order for the refrigerator exchange was cancelledOn October 5, the refrigerator was returned and we issued MrO [redacted] a full refund via a bank checkWith that being said, since we have addressed the issue brought forth in MrO [redacted] complaint, we have closed our file We apologize to MrO [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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Leeann [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret the misinformation she receivedOn receipt of Ms [redacted] ’s complaint we reached out to Cross Country Home Services (CCHS) who is the obligor of the Sears home warrantiesWe confirmed that although Ms [redacted] was informed of the amount to add her garage refrigerator our agent didn’t not explain how to have this done nor was it added at the time Ms [redacted] purchased the warrantyJulia Stephenson, case management specialist from CCHS stated that Ms [redacted] did purchase the additional coverage for her refrigerator recently and she was informed that her standalone ice maker is not coveredSince we have addressed Ms [redacted] ’s complaint we have closed our file Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Mamie [redacted]
Complaint: [redacted] I am rejecting this response because: It is misleading advertisementThe fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptableAlso, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at allI fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installationThe reciept number is [redacted] - and the extra amount paid via CC was $ Sincerely, [redacted]
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Joe [redacted] Dear Ms [redacted] : We have reviewed Mr [redacted] ’s rebuttal complaint regarding his parts order and request for a full refundAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openWe advised Mr [redacted] that we were unable to locate an order for him in our system since July 25, At the time, it was our understanding that Mr [redacted] was dissatisfied with paying an extra $in shipping fees therefore we issued a $check to resolve the matterIn our second response dated August 2, 2016, we asked that he provide us with his order number, correct telephone number, address and name that he used at the time of purchaseHowever, Mr [redacted] ’s next two rebuttals do not include the necessary information we needed to search for his order and resolve this matterAgain, Mr [redacted] has our written commitment to work towards a resolution, as stated in our previous closure lettersHowever, he will need to provide us with an order number and the website he accessed to place the order and any additional information that will help usWe feel that keeping this case open during the interim is unwarrantedWe respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service to her refrigerator ice maker It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator ice makerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] contacted Ms [redacted] to offer a follservice call Ms [redacted] declined, so Ms [redacted] offered her a refund of the repair cost minus the trip charge, $197.63, which Ms [redacted] accepted Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next five to seven business days With that said, since we have documented Ms [redacted] concerns with the repair process and we have processed the aforementioned refund, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ingrid A W [redacted] Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding her dissatisfaction with the service availability in her area and that her refrigerator was not repaired in a timely manner It is unfortunate that we failed MsW [redacted] expectations when she recently scheduled a refrigerator repairWe value MsW [redacted] patronage, but can understand her frustration with the delays with serviceWe would like to apologize for the inconvenience and disappointment that MsW [redacted] may have experiencedWe want to assure MsW [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on June 28, MsW [redacted] reported an error message on her refrigerator and the fan was not workingOur technician arrived on July 13, and determined that the controller assembly had to be replaced and ordered the partThe technician scheduled to return on July 31, from 8am – pm; however, on the return service date, the technician did not arrive at MsW [redacted] residence until 1:pmWe would like to note, as with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledIn MsW [redacted] case, the technician needed to spend a longer amount of time at a previous stopThe technician noted that MsW [redacted] had to leave (for work) and could not wait for the repair to be completedService was rescheduled for the first available date, August 17, A sooner service request was submitted to our routing management team, but none was availableOn August 17, another technician arrived to install the part and he found that an additional part had to be orderedThe technician ordered the valve assembly and returned on September 5, to install the part; the repair was completed and the service order is closedWe apologize that the repair took longer than expected and as a one-time courtesy we have issued MsW [redacted] a $reimbursement on the labor chargeMsW [redacted] should receive the bank check within – business daysAdditionally, we hope that MsW [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponSince we have addressed the issue brought forth in MsW [redacted] complaint, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted [redacted] with [redacted] for assistance On July 7, 2016, Ms [redacted] spoke with Mr [redacted] Mr [redacted] explained that another repair company had repaired his washer Therefore, as a courtesy, we processed a refund totaling $ Two credit requests were submitted on July 7, 2016; one for $and a second for $ Ms [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days Ms [redacted] originally paid a total of $for the washer repair, but our records show that she was previously issued a $refund by one of our customer service groups on June 10, With that said, since an equitable resolution is being provided for Ms [redacted] we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
January 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We were able to reorder the merchandise Mr [redacted] wanted and it arrived on January 26, We want to apologize to Mr [redacted] there was an unexpected delay from the vendorShould he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during business hours Again, we 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 concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
August 30, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Joseph [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we providedMr [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and dateAs for the price for our parts, we do not manufacture any partsAll of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the itemWe apologize if Mr [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriateWe gave Mr [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him forAs such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same serviceAs we feel his request remains unreasonable and unjustified, we have reclosed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana[redacted] @searshc.com