March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, Per Sears’ stated Return Policy, the washer was eligible for return within days of purchase Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this day return period, and as such her purchase no longer qualifies for a refund or an exchange Her only option at this time is to accept a repair under the manufacturer’s warranty However, as Ms [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer While we empathize with her situation, we can only apologize for any inconvenience Ms [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer Ms [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment 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] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBrenda Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms [redacted] ’s home he noticed that fill tube was frozen, therefore it needed to be defrostedAfter the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly workingHe also explained to Ms [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changedThe technician also gave Ms [redacted] his telephone number and she is supposed to contact him if she has any additional concernsSince it is our understanding that the unit was operating as designed, we ask that this complaint 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] @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, Vincent O***
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her washer and her subsequent request for a replacement As Clarification, the Master Protection Agreement MsH [redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit When MsH [redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of service orders since her purchase date of May 9, However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of separate product failures with functional part replacement It is for this reason she was asked to allow one more repair attempt The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsH [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines With this having been said, MsH [redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th MsH [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsH [redacted] purchased for her washer, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H [redacted] - [redacted] Dear [redacted] We have completed our investigation of MrH [redacted] complaint regarding a canceled dishwasher repair It is regrettable that we failed MrH [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasherWe value MrH [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused MrH [redacted] Upon receiving MrH [redacted] complaint, we contacted the local service unit for assistance Stephanie G [redacted] responded that she has tried to reach MrH [redacted] to schedule a part pick-up Once the last part is picked up, a refund for $will be issued We ask that MrH [redacted] call MsG [redacted] at ( [redacted] to make arrangements for the part pick up as soon as possible In the interim, since we have committed to provide MrH [redacted] with a refund, contingent upon the return of the part, we ask that this matter be closed Again, we apologize to MrH [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
July 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Marion L [redacted] Dear Ms [redacted] We have completed our review of MsL [redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or dateOn June 16, 2017, Sears Service did offer to reschedule however MsL [redacted] declined rescheduling and only accepted the gift cardAdditionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemailIt was not until June 19, 2017, when MsL [redacted] returned Sears’ call and requested service on the 20th or 21stHowever, again at that point those dates were booked and unavailableOur records show that MsL [redacted] decided to cancel the service requestWe understand that MsL [redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsL [redacted] expectationsIn reference to the gift card offer, our records show that the gift card was sent on June 16, Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift cardThe gift card will be mailed within business days which means MsL [redacted] can expect to receive the card by July 20, We have noted MsL [redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card 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
February 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – John P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent online order experience and his request for a full refundAfter reviewing the complaint filed, we found that a full refund had been issued as of February 4, For MrP [redacted] records a refund of $was issued under return receipt number [redacted] for the 3-Quart Suace PanA refund of $was issued under return receipt number [redacted] for the 5-Quart Saute Pan and $under receipt number [redacted] for the steamerAccording to Sears Online, the gift cards that were issued have since been redeemedWe apologize for any inconvenience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MrP [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrP [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
July 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – J [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of MsJ [redacted] complaint regarding her dissatisfaction that the [redacted] refrigerator failed too soon and her request for a refund We apologize that MsJ [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldWe contacted MsJ [redacted] and she stated that the refrigerator is still not workingShe stated that the [redacted] technicians have made multiple attempts to repair the refrigerator, but it is not coolingMsJ [redacted] claims that the [redacted] technicians have informed her that the refrigerator is non repairableShe reported the issue to [redacted] g, and was told that she would receive a refund, but has not been assistedMsJ [redacted] requested that we pick up the refrigerator so that she can receive a refundWe denied MsJ [redacted] request to return the refrigerator and advised her that the day return period had expiredMsJ [redacted] stated that she called Sears within the day periodWe explained that she called regarding service and did not request a return or exchangeWhen she called, she was provided technical support over the phoneSince our tech support was unable to assist MsJ [redacted] she was advised to contact [redacted] for warranty serviceMsJ [redacted] did not request a return until May and the day return period expired Since the refrigerator is still within the manufacturer’s warranty, we suggested that MsJ [redacted] continue to contact [redacted] and request warranty serviceWe have also reached out to [redacted] g, on MsJ [redacted] behalf, regarding the multiple repair attempts on the refrigerator and her request for a refundWe advised MsJ [redacted] that [redacted] is the warrantor and will have the final decisionWith that being said, since we have addressed the issue brought forth in MsJ [redacted] complaint, we have closed our file We apologize to MsJ [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] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his Sears home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We reached out to CCHS when we received Mr [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/and the customer placed a claim on a receptacle/outlet on 4/11/April 14th he called in and was advised that a vendor had not yet been assigned to the claimHe was offered [redacted] , ( [redacted] is an option for the customer when our service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refusedWe weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairsMr [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr [redacted] complaint and his SHW has been cancelled we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding repairs for his refrigeratorWe have attempted to contact Mr [redacted] regarding his repair experience for his refrigeratorHowever, despite leaving messages to contact the service unit directly at [redacted] as of today he has not responded Our records do show that service was completed on March 24, and we have had no contact from Mr [redacted] since that date stating that he is still having issues with the refrigerator not coolingIf Mr [redacted] still requires assistance, he can contact me via email at [redacted] or via phone at [redacted] or the service unit directly at [redacted] and we will be happy to assist him further In the interim, we will consider Mr [redacted] matter closed, pending his responseWe apologize to Mr [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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Of course Sears doesn't have record of a manager telling me to lie to [redacted] , they didn't even bother to ask what store I was speaking withI do have email documentation of an online support specialist recommending that I lie to [redacted] in order to replace the parts for free Documentation I could share if Sears showed interest or concern in such an issue Sincerely, [redacted] ***
May 25, [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 canceled lease The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $and Md [redacted] should receive it within 10-business days We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washerSears Home Services records indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, During the service call the technician indicated that he repaired a drain pump hose After the hose was reinstalled the washer was tested and was found to be operating as designedRegarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examinerOnce it was called in to [redacted] the claim was given a claim number of [redacted] The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableIf [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted] Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistanceThat said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received communications from several parties at SearsI have been made promises of resolution of the complaint and I am working with them to achieve the promised resolutionThis will involve my getting estimates to repair the damage and restitution from their insurance company all of which will require some time to resolve fullySincerely, Mike G**
October 17, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for the delay in responding to this complaintWe forwarded this matter to the Sears Vendor to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may email me directly at [redacted] We apologize again 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] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] , Sears Garage Solutions, Support Specialist... provided the following response:I have been informed that the local Sears Garage Solutions franchisee has agreed to refund [redacted] $228.00. The local office has processed and will send a settlement agreement to [redacted] once it is signed and received the refund will be processed. If there are any additional questions or concerns that [redacted] needs addressed, I invite him to contact me at [redacted] Since we have been advised that [redacted] was satisfied with receiving the aforementioned refund of $228.00, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
June 6, 2016 RevDex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] BBB File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter serves to provide you... with an update regarding [redacted] complaint. I have corresponded with the maintenance department and we are going to be repairing the part under warranty. We are corresponding with the customer in regards to scheduling. I will update you accordingly. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
October 7, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] John Charles [redacted] Jr. Dear Ms. [redacted] : We have completed the investigation of Mr. ***’ complaint regarding his dissatisfaction with the... multiple repair attempts on his refrigerator. Upon reviewing Mr. ***’ service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr. ***’, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, our records reflect that Mr. ***’ refrigerator has been repaired and it appears to be working to specifications. As a conciliatory gesture, we have refunded the previous charge for service of $245.52 and it should reflect on his account within 10 business days. Additionally, $50.00 worth of points has been added to Mr. ***’ Shop Your Way Rewards account (member # [redacted] .) Since Mr. ***’ refrigerator has been repaired in accordance with the terms of his manufacturer’s warranty, we ask to have this matter 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 concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist (***) [redacted] Tammie. [redacted] @searshc.com
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Cindy A B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the delay of completing the delivery of MsB [redacted] purchased mattress setWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] merchandise was not scheduled for delivery and we apologize for thisOur records also show that unfortunately MsB [redacted] decided to cancel her entire orderAs an apology, we issued her a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
February 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 cancelation of her order of a [redacted] mixer As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Ms [redacted] orderMs [redacted] seems to imply that someone she knows was given the mixer for that price, but that is not our policy and we are not obligated to honor the incorrect priceWe did see that due to a processing error, Ms [redacted] refund was short the $she mentionedA credit for that amount was issued to her account today We ask that she allow 7-business days for that credit to reflect As this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Ms [redacted] 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] Email: [redacted]
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, Per Sears’ stated Return Policy, the washer was eligible for return within days of purchase Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this day return period, and as such her purchase no longer qualifies for a refund or an exchange Her only option at this time is to accept a repair under the manufacturer’s warranty However, as Ms [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer While we empathize with her situation, we can only apologize for any inconvenience Ms [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer Ms [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment 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] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBrenda Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms [redacted] ’s home he noticed that fill tube was frozen, therefore it needed to be defrostedAfter the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly workingHe also explained to Ms [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changedThe technician also gave Ms [redacted] his telephone number and she is supposed to contact him if she has any additional concernsSince it is our understanding that the unit was operating as designed, we ask that this complaint 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] @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, Vincent O***
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her washer and her subsequent request for a replacement As Clarification, the Master Protection Agreement MsH [redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit When MsH [redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of service orders since her purchase date of May 9, However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of separate product failures with functional part replacement It is for this reason she was asked to allow one more repair attempt The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsH [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines With this having been said, MsH [redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th MsH [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsH [redacted] purchased for her washer, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H [redacted] - [redacted] Dear [redacted] We have completed our investigation of MrH [redacted] complaint regarding a canceled dishwasher repair It is regrettable that we failed MrH [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasherWe value MrH [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused MrH [redacted] Upon receiving MrH [redacted] complaint, we contacted the local service unit for assistance Stephanie G [redacted] responded that she has tried to reach MrH [redacted] to schedule a part pick-up Once the last part is picked up, a refund for $will be issued We ask that MrH [redacted] call MsG [redacted] at ( [redacted] to make arrangements for the part pick up as soon as possible In the interim, since we have committed to provide MrH [redacted] with a refund, contingent upon the return of the part, we ask that this matter be closed Again, we apologize to MrH [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
July 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Marion L [redacted] Dear Ms [redacted] We have completed our review of MsL [redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or dateOn June 16, 2017, Sears Service did offer to reschedule however MsL [redacted] declined rescheduling and only accepted the gift cardAdditionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemailIt was not until June 19, 2017, when MsL [redacted] returned Sears’ call and requested service on the 20th or 21stHowever, again at that point those dates were booked and unavailableOur records show that MsL [redacted] decided to cancel the service requestWe understand that MsL [redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsL [redacted] expectationsIn reference to the gift card offer, our records show that the gift card was sent on June 16, Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift cardThe gift card will be mailed within business days which means MsL [redacted] can expect to receive the card by July 20, We have noted MsL [redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card 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
February 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – John P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent online order experience and his request for a full refundAfter reviewing the complaint filed, we found that a full refund had been issued as of February 4, For MrP [redacted] records a refund of $was issued under return receipt number [redacted] for the 3-Quart Suace PanA refund of $was issued under return receipt number [redacted] for the 5-Quart Saute Pan and $under receipt number [redacted] for the steamerAccording to Sears Online, the gift cards that were issued have since been redeemedWe apologize for any inconvenience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MrP [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrP [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
July 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – J [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of MsJ [redacted] complaint regarding her dissatisfaction that the [redacted] refrigerator failed too soon and her request for a refund We apologize that MsJ [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldWe contacted MsJ [redacted] and she stated that the refrigerator is still not workingShe stated that the [redacted] technicians have made multiple attempts to repair the refrigerator, but it is not coolingMsJ [redacted] claims that the [redacted] technicians have informed her that the refrigerator is non repairableShe reported the issue to [redacted] g, and was told that she would receive a refund, but has not been assistedMsJ [redacted] requested that we pick up the refrigerator so that she can receive a refundWe denied MsJ [redacted] request to return the refrigerator and advised her that the day return period had expiredMsJ [redacted] stated that she called Sears within the day periodWe explained that she called regarding service and did not request a return or exchangeWhen she called, she was provided technical support over the phoneSince our tech support was unable to assist MsJ [redacted] she was advised to contact [redacted] for warranty serviceMsJ [redacted] did not request a return until May and the day return period expired Since the refrigerator is still within the manufacturer’s warranty, we suggested that MsJ [redacted] continue to contact [redacted] and request warranty serviceWe have also reached out to [redacted] g, on MsJ [redacted] behalf, regarding the multiple repair attempts on the refrigerator and her request for a refundWe advised MsJ [redacted] that [redacted] is the warrantor and will have the final decisionWith that being said, since we have addressed the issue brought forth in MsJ [redacted] complaint, we have closed our file We apologize to MsJ [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] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his Sears home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We reached out to CCHS when we received Mr [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/and the customer placed a claim on a receptacle/outlet on 4/11/April 14th he called in and was advised that a vendor had not yet been assigned to the claimHe was offered [redacted] , ( [redacted] is an option for the customer when our service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refusedWe weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairsMr [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr [redacted] complaint and his SHW has been cancelled we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding repairs for his refrigeratorWe have attempted to contact Mr [redacted] regarding his repair experience for his refrigeratorHowever, despite leaving messages to contact the service unit directly at [redacted] as of today he has not responded Our records do show that service was completed on March 24, and we have had no contact from Mr [redacted] since that date stating that he is still having issues with the refrigerator not coolingIf Mr [redacted] still requires assistance, he can contact me via email at [redacted] or via phone at [redacted] or the service unit directly at [redacted] and we will be happy to assist him further In the interim, we will consider Mr [redacted] matter closed, pending his responseWe apologize to Mr [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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Of course Sears doesn't have record of a manager telling me to lie to [redacted] , they didn't even bother to ask what store I was speaking withI do have email documentation of an online support specialist recommending that I lie to [redacted] in order to replace the parts for free Documentation I could share if Sears showed interest or concern in such an issue Sincerely, [redacted] ***
May 25, [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 canceled lease The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $and Md [redacted] should receive it within 10-business days We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washerSears Home Services records indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, During the service call the technician indicated that he repaired a drain pump hose After the hose was reinstalled the washer was tested and was found to be operating as designedRegarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examinerOnce it was called in to [redacted] the claim was given a claim number of [redacted] The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableIf [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted] Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistanceThat said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received communications from several parties at SearsI have been made promises of resolution of the complaint and I am working with them to achieve the promised resolutionThis will involve my getting estimates to repair the damage and restitution from their insurance company all of which will require some time to resolve fullySincerely, Mike G**
October 17, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for the delay in responding to this complaintWe forwarded this matter to the Sears Vendor to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may email me directly at [redacted] We apologize again 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] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] , Sears Garage Solutions, Support Specialist... provided the following response:I have been informed that the local Sears Garage Solutions franchisee has agreed to refund [redacted] $228.00. The local office has processed and will send a settlement agreement to [redacted] once it is signed and received the refund will be processed. If there are any additional questions or concerns that [redacted] needs addressed, I invite him to contact me at [redacted] Since we have been advised that [redacted] was satisfied with receiving the aforementioned refund of $228.00, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
June 6, 2016 RevDex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] BBB File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter serves to provide you... with an update regarding [redacted] complaint. I have corresponded with the maintenance department and we are going to be repairing the part under warranty. We are corresponding with the customer in regards to scheduling. I will update you accordingly. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
October 7, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] John Charles [redacted] Jr. Dear Ms. [redacted] : We have completed the investigation of Mr. ***’ complaint regarding his dissatisfaction with the... multiple repair attempts on his refrigerator. Upon reviewing Mr. ***’ service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr. ***’, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, our records reflect that Mr. ***’ refrigerator has been repaired and it appears to be working to specifications. As a conciliatory gesture, we have refunded the previous charge for service of $245.52 and it should reflect on his account within 10 business days. Additionally, $50.00 worth of points has been added to Mr. ***’ Shop Your Way Rewards account (member # [redacted] .) Since Mr. ***’ refrigerator has been repaired in accordance with the terms of his manufacturer’s warranty, we ask to have this matter 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 concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist (***) [redacted] Tammie. [redacted] @searshc.com
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Cindy A B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the delay of completing the delivery of MsB [redacted] purchased mattress setWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] merchandise was not scheduled for delivery and we apologize for thisOur records also show that unfortunately MsB [redacted] decided to cancel her entire orderAs an apology, we issued her a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
February 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 cancelation of her order of a [redacted] mixer As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Ms [redacted] orderMs [redacted] seems to imply that someone she knows was given the mixer for that price, but that is not our policy and we are not obligated to honor the incorrect priceWe did see that due to a processing error, Ms [redacted] refund was short the $she mentionedA credit for that amount was issued to her account today We ask that she allow 7-business days for that credit to reflect As this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Ms [redacted] 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] Email: [redacted]