December 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent purchase We have spoken with Mr [redacted] in regard to this issueWe offered to replace his order honoring the previous sale price and add $worth of points to his Shop Your Way Rewards account as a conciliatory gesture, which he acceptedWe want to assure Mr [redacted] that we are investigating the cause of his issue as well in order to prevent further such occurrencesCurrently, Mr [redacted] item is in the process of being delivered, but he has my contact information if there are any further issuesAdditionally, the points have been added to his account In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] [redacted] We have not fully completed our investigation of [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for [redacted] washer scheduled for March In the interim [redacted] can contact the service unit directly at [redacted] We apologize a [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the company, they are ordering me another washer dryer comboI'm just waiting for them to contact me with the delivery detailsI'm a stay at home mom, so I have open availability.I'm happy with the outcome, I appreciate the timely manner which this issue was resolvedI have removed my old unit per requestI'm ready for the new unitAlso, I discussed there will be no change to the price of my warranty
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her blower Our records show that Ms [redacted] was authorized a gift card on January 27, for the blower and this card was used on March 3, Ms [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms [redacted] did get the gift card and used it for a new blower we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Mrs [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Mrs***’s Master Protection Agreement (MPA) Based upon the features of Mrs***’s current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA Heather [redacted] with spoke with Mr [redacted] on October 20, 2016, and provided him with the replacement instructions Mrand Mrs [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist them The ***s will need to provide the telephone number on record, (412) [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 5, With that said, since we are providing Mrand Mrs [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Sears refunded the full amount of the charge which included the parts and the service callI appreciate the Revdex.com's help in getting this positive outcome
Contact Name and Title: MELISSA [redacted] October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Anne [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her refrigeratorOur records show that the repair to Ms [redacted] 's refrigerator was completed on October 20, 2015, with the installation of a mullion and damper controlWhile we empathize with Ms [redacted] , we are unable to honor her request for a refund of her refrigeratorThe unit was purchased over four years ago, which is too far outside our Return Policy timeframe to consider such an accommodationMs [redacted] mentions that this is the second repair, but we would like to point out that the first repair was completed over two and a half years ago; a defective nipple on the end of the drain tube was repairedWhile a refund is not an option, since Ms [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, she is welcome to call our Protection Agreement Department at (800) 827-to file a food loss claimPer the terms of the MPA, she can be reimbursed up to $every monthsWith that said, since we have completed the repair to Ms [redacted] 's refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joseph [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr***'s complaint regarding Sears Home Services and repairs to his snow thrower Loretta [redacted] , Sears Home Services, Support Specialist provided the following response: Repairs to Mr***'s snow thrower were completed on Friday, August 14, 2015, when a new cam lock and spring were installedAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have confirmed with Mr [redacted] that he was satisfied with the actions taken by Sears to ensure his satisfaction, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of Ms [redacted] complaint regarding her washer On receipt of Ms [redacted] complaint our service unit reached out to Ms [redacted] and was informed the washer has been removed from her homeMs [redacted] then disconnected the callSince Ms [redacted] no longer has the washer we are unable to assist her further and have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 5, [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 Sears Hometown Store customer service and non-receipt of a refund for a dishwasher order he cancelled It is unfortunate that we failed Mr [redacted] expectations when he recently purchased appliances from Sears Hometown StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe 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 averted As a result of this action, Mr [redacted] concerns were addressed by Sears Hometown Store directly and a refund of $was issued to his [redacted] account ending in [redacted] on June 27, Mr [redacted] may contact Sears Hometown Store directly if he has any further concerns about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us an opportunity to provide him 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 Mr [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] ***
May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a purchase after the 30-day return period had expiredAs clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyUpon receipt of Ms [redacted] complaint, we reached out to [redacted] , Store Manager for Store ***, to assist with Ms [redacted] concernMs [redacted] confirmed that our Return Policy is posted at every register and the receipts do state “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the ring on April 9, and attempted to return it on May 13, it is clearly over our 30-day return periodMs [redacted] had a few weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] requestAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Holdings CorporationMs [redacted] damage claim is being addressed by our third-party claims administrator, [redacted] Ms [redacted] claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms [redacted] issue, regardless of the decision made If Ms [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted] With that said, since [redacted] is the party responsible for addressing Ms [redacted] damage claim, not Sears, we ask that this matter be closedWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to Mr [redacted] on May 24, At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him 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 documented Mr [redacted] comments and provided the requested resolution 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] ***
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, Angela [redacted]
July 12, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] This letter serves to provide you an update regarding Ms [redacted] concerns regarding the communication about her HVAC jobCustomer satisfaction is something that we take very seriously and would never compromise under any circumstancesWe apologize for any inconvenience Ms [redacted] may have experiencedFurthermore, we have completed the installation the HVAC unit During my correspondence with Ms [redacted] , she has advised me that the unit is making some kind of noiseI am corresponding with the Long Island office and the customer in regards to scheduling a service and additionally, complete the permitI will update you accordingly If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal Mr [redacted] credit was issued, but it appears that there was a processing error and it did not go throughThe seller has reissued the creditMr [redacted] should see it within business daysAs for his request to receive a full refund is concerned, nothing has changedOur site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an orderWe have had the restocking fee refunded, but the shipping fee will not be credited as a resultUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final 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 1, [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 problems she encountered with the outlet store when he reported that the dryer he purchased was delivered damaged Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressedHis complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to our records, the dryer was returned and on April 19, we issued Mr [redacted] a credit of $on his credit card ending in ***With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding repairs to her refrigerator [redacted] , Sears Home Services Customer Advocate provided the following response: Repairs to Ms [redacted] refrigerator were completed during a service call that was completed on Friday, February 24, During the service call the technician assigned indicated that he repaired a sealed system leak and recharged the systemOnce the system was recharged it was tested for leaks and none were identifiedWhen the technician left the home the unit was found to be operating as designedIf Ms [redacted] has any additional concerns, she can reach me by calling [redacted] That said we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Every time I call the Revdex.com they keep transferring my calls to different departments & gives me contradicting informationIt is obviously a game that they are playing with their customersOne time I had even spoken to a supervisior and she tried to re-direct my call to a different personWhen I realized that their mattress was not the correct type of mattress for my bed, I keep calling the Revdex.com stating that I wanted to exchange it for a computer table or a computer deskNo one ever told that I could not exchange it for thatThey only told me that I would have to wait days to try out the mattress before I could exchange itThis was assured to me by several customer service representatives in 11/I patiently waited the days like they asked & wantedThen, I had customer service representatives give me different informationThey keep giving #s to call varioius departments in Sears and/or transferring my callsThe last customer service representative that I had talked to assured me thoroughly that I will get the full amount that I paid of $back without a problemSince it was problems on their end, they should give me back the rest of my money of $or $ Sincerely, [redacted]
December 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent purchase We have spoken with Mr [redacted] in regard to this issueWe offered to replace his order honoring the previous sale price and add $worth of points to his Shop Your Way Rewards account as a conciliatory gesture, which he acceptedWe want to assure Mr [redacted] that we are investigating the cause of his issue as well in order to prevent further such occurrencesCurrently, Mr [redacted] item is in the process of being delivered, but he has my contact information if there are any further issuesAdditionally, the points have been added to his account In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this 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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] [redacted] We have not fully completed our investigation of [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for [redacted] washer scheduled for March In the interim [redacted] can contact the service unit directly at [redacted] We apologize a [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) The garage door opener is finally working
(The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the company, they are ordering me another washer dryer comboI'm just waiting for them to contact me with the delivery detailsI'm a stay at home mom, so I have open availability.I'm happy with the outcome, I appreciate the timely manner which this issue was resolvedI have removed my old unit per requestI'm ready for the new unitAlso, I discussed there will be no change to the price of my warranty
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her blower Our records show that Ms [redacted] was authorized a gift card on January 27, for the blower and this card was used on March 3, Ms [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms [redacted] did get the gift card and used it for a new blower we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Mrs [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Mrs***’s Master Protection Agreement (MPA) Based upon the features of Mrs***’s current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA Heather [redacted] with spoke with Mr [redacted] on October 20, 2016, and provided him with the replacement instructions Mrand Mrs [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist them The ***s will need to provide the telephone number on record, (412) [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 5, With that said, since we are providing Mrand Mrs [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Sears refunded the full amount of the charge which included the parts and the service callI appreciate the Revdex.com's help in getting this positive outcome
Contact Name and Title: MELISSA [redacted] October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Anne [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her refrigeratorOur records show that the repair to Ms [redacted] 's refrigerator was completed on October 20, 2015, with the installation of a mullion and damper controlWhile we empathize with Ms [redacted] , we are unable to honor her request for a refund of her refrigeratorThe unit was purchased over four years ago, which is too far outside our Return Policy timeframe to consider such an accommodationMs [redacted] mentions that this is the second repair, but we would like to point out that the first repair was completed over two and a half years ago; a defective nipple on the end of the drain tube was repairedWhile a refund is not an option, since Ms [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, she is welcome to call our Protection Agreement Department at (800) 827-to file a food loss claimPer the terms of the MPA, she can be reimbursed up to $every monthsWith that said, since we have completed the repair to Ms [redacted] 's refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joseph [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr***'s complaint regarding Sears Home Services and repairs to his snow thrower Loretta [redacted] , Sears Home Services, Support Specialist provided the following response: Repairs to Mr***'s snow thrower were completed on Friday, August 14, 2015, when a new cam lock and spring were installedAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have confirmed with Mr [redacted] that he was satisfied with the actions taken by Sears to ensure his satisfaction, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of Ms [redacted] complaint regarding her washer On receipt of Ms [redacted] complaint our service unit reached out to Ms [redacted] and was informed the washer has been removed from her homeMs [redacted] then disconnected the callSince Ms [redacted] no longer has the washer we are unable to assist her further and have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 5, [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 Sears Hometown Store customer service and non-receipt of a refund for a dishwasher order he cancelled It is unfortunate that we failed Mr [redacted] expectations when he recently purchased appliances from Sears Hometown StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe 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 averted As a result of this action, Mr [redacted] concerns were addressed by Sears Hometown Store directly and a refund of $was issued to his [redacted] account ending in [redacted] on June 27, Mr [redacted] may contact Sears Hometown Store directly if he has any further concerns about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us an opportunity to provide him 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 Mr [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] ***
May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a purchase after the 30-day return period had expiredAs clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyUpon receipt of Ms [redacted] complaint, we reached out to [redacted] , Store Manager for Store ***, to assist with Ms [redacted] concernMs [redacted] confirmed that our Return Policy is posted at every register and the receipts do state “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the ring on April 9, and attempted to return it on May 13, it is clearly over our 30-day return periodMs [redacted] had a few weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] requestAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Holdings CorporationMs [redacted] damage claim is being addressed by our third-party claims administrator, [redacted] Ms [redacted] claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms [redacted] issue, regardless of the decision made If Ms [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted] With that said, since [redacted] is the party responsible for addressing Ms [redacted] damage claim, not Sears, we ask that this matter be closedWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to Mr [redacted] on May 24, At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him 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 documented Mr [redacted] comments and provided the requested resolution 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] ***
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, Angela [redacted]
July 12, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] This letter serves to provide you an update regarding Ms [redacted] concerns regarding the communication about her HVAC jobCustomer satisfaction is something that we take very seriously and would never compromise under any circumstancesWe apologize for any inconvenience Ms [redacted] may have experiencedFurthermore, we have completed the installation the HVAC unit During my correspondence with Ms [redacted] , she has advised me that the unit is making some kind of noiseI am corresponding with the Long Island office and the customer in regards to scheduling a service and additionally, complete the permitI will update you accordingly If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal Mr [redacted] credit was issued, but it appears that there was a processing error and it did not go throughThe seller has reissued the creditMr [redacted] should see it within business daysAs for his request to receive a full refund is concerned, nothing has changedOur site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an orderWe have had the restocking fee refunded, but the shipping fee will not be credited as a resultUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final 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 1, [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 problems she encountered with the outlet store when he reported that the dryer he purchased was delivered damaged Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressedHis complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to our records, the dryer was returned and on April 19, we issued Mr [redacted] a credit of $on his credit card ending in ***With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding repairs to her refrigerator [redacted] , Sears Home Services Customer Advocate provided the following response: Repairs to Ms [redacted] refrigerator were completed during a service call that was completed on Friday, February 24, During the service call the technician assigned indicated that he repaired a sealed system leak and recharged the systemOnce the system was recharged it was tested for leaks and none were identifiedWhen the technician left the home the unit was found to be operating as designedIf Ms [redacted] has any additional concerns, she can reach me by calling [redacted] That said we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Every time I call the Revdex.com they keep transferring my calls to different departments & gives me contradicting informationIt is obviously a game that they are playing with their customersOne time I had even spoken to a supervisior and she tried to re-direct my call to a different personWhen I realized that their mattress was not the correct type of mattress for my bed, I keep calling the Revdex.com stating that I wanted to exchange it for a computer table or a computer deskNo one ever told that I could not exchange it for thatThey only told me that I would have to wait days to try out the mattress before I could exchange itThis was assured to me by several customer service representatives in 11/I patiently waited the days like they asked & wantedThen, I had customer service representatives give me different informationThey keep giving #s to call varioius departments in Sears and/or transferring my callsThe last customer service representative that I had talked to assured me thoroughly that I will get the full amount that I paid of $back without a problemSince it was problems on their end, they should give me back the rest of my money of $or $ Sincerely, [redacted]