Complaint: [redacted] I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolveNot only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on itPlease see attachments photos, taken at the pickup counter of the Kmart store in question Again I wasted my time, gas and expectations of getting what I order and paid forIt is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer I am requesting another $gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gasI would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person It is not my problem that of management's incompetent ability to run a serious business Sincerely, Jose E***
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, John [redacted]
June 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience --- may have experienced After reviewing the notes in her order we found that Sears Online processed a replacement refund gift card on June 2, 2016, for $Ms [redacted] should receive the gift card in the mail within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, we have noted Ms [redacted] concerns and we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:I am rejecting the response because I want to give reference to future Home warranty customers of Sears"No one " called me from sears to resolve the issue as stated in response above from Sears However, a tech manager from Atlanta office called me past Monday ( Sept 11th) ( days past of my 2nd emergency fix request) and stated she will arrange someone to come same day or next dayAs I expected, no one came neighther calledThe tech guy came on his scheduled appointment at 14th sept(days after he called out sick)My fridge is fixed( [redacted] Hopefully [redacted] )after DAYS Imagine how we had handled with mini fridge and with young kids in houseSears was externally careless for resolving it even after seperate emergency requestsIf one single appliance breakout takes + dayshow do I be worry free for my Sears Home Warranty for rest of the year? They charge monthly $but fix one issue at almost monthsIs this what I am paying for?? Sincerely, Ami P [redacted]
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that we issued a refund of $to Ms [redacted] account ending in [redacted] on October 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 3, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator Our records show that Mr [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, Per Sears’ Return Policy, Mr [redacted] had days to return the refrigerator for either a refund or an exchange Once outside the return policy timeframe, any performance issues would need by addressed through service While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr [redacted] case A review of Mr [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises Furthermore, we would like to direct Mr [redacted] to page n of his owner’s manual that explains that the refrigerator is noisy The following are some sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker· Clicking/Snapping – valves opening or closing· Pulsating – fans/compressor adjusting to optimize performance· Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator· Sizzling/Gurgling – water dripping on the heater during defrost cycle· Popping – contraction/expansion of inside walls, especially during initial cool-down· Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan· Creaking/Cracking – occurs as ice is being ejected from the ice maker mold The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling There are no documented failures with the refrigerator While we understand that Mr [redacted] would like the refrigerator exchanged, we cannot honor that request As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding a ratchet he purchased recently Assistant Manager [redacted] has spoken with Mr [redacted] in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 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 recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] Trade located at [redacted] Miami FL 33125, Email: sales [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that Sears Online issued a [redacted] return label and the merchandise was returned to the sellerTherefore, we submitted a request to issue the full refund accordinglyFor Ms [redacted] records a refund was issued under return receipt number [redacted] for $and the shipping refund under return receipt number [redacted] for $The refund will post to the [redacted] account within to business daysIn closure, since a full refund has been provided to Ms [redacted] , we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the estimate we gave him for repairs to his riding lawn mowerOur records indicate that while Mr [redacted] riding mower is still covered under a year manufacturer’s warranty, when we examined the mower on May 5, 2016, we found that the deck had been damaged via some sort of accident or impactThis meant that any repair necessary would not be covered nor was our in-home visit since the failure was not due to a defect in material or workmanshipThe fact is that our technicians get paid the same whether we have a big repair or a small repair and whether it is covered under warranty or paid for as a collect callThere is no reason for them to “milk” a complaint or give a diagnosis that is not correct simply to charge more money; the technician would not benefit in anyway With that said, if Mr [redacted] could email me at [redacted] or fax me at [redacted] a copy of the repair bill from the other company, then after reviewing it we might consider issuing him a refund for the trip/diagnostic fee he was assessedUntil we receive that bill though, we can make no promisesIn the interim, since we have explained why Mr [redacted] was charged for our visit, and we are willing to issue a refund if in fact the repair bill supports his contention that our diagnosis was incorrect, we have closed our file for now pending the submission of the requested paperworkWe 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] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
January 3, [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 refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Mr [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored Our records show that the repair to Mr [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly With that said, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Amanda L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and can understand her frustration with the series of events noted in her complaintAfter reviewing the notes in her order we found that she had been in contact with (EMS) Executive Member Services, Sears escalated complaint departmentEMS assisted in processing a full refund for the original order and issuing a 25% discount on a new order which she acceptedThe full refund of $was processed on August 14, 2016, and the sales adjustment of $was issued on August 16, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponSince it is our understanding that this resolution met with Ms [redacted] ’s approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
January 23, [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 problems she encountered with the delivery of her washer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer deliveryWe value Ms [redacted] patronage, but can understand her frustration due to the issue noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on December 30, Ms [redacted] purchased the washer and the hoses for the washer; delivery was set for January 6, Our promotion offered free delivery and Ms [redacted] did not purchase installation (on a pedestal) or haul away of the old washerOn January 4, Ms [redacted] called and requested that the delivery connect the new washer to her pedestalShe was advised that it would be submitted as a request, but it was not guaranteed; Ms [redacted] understoodWe apologize but for liability purposes, our delivery team will not install a new washer on a previously owned pedestalMs [redacted] would have to pay for installation services to have this work completed As for the removal of the washer, Ms [redacted] had the option to purchase the haul away for the washer and removing the washer from her property is considered a haul awayHowever, we do apologize that our delivery team blocked her garage with the old washer and were unable to return within a reasonable time period to unblock itWe can assure Ms [redacted] that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 2, [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 refund check A stop payment was put on the previous check and a new one was issued to the address Ms [redacted] provided on April 24, If needed, tracking can be requested, but it should have arrived by now We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: As stated in the response from Sears to the BBB this was not just a part that I ordered from Sears Parts Direct and "subsequently returned" but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART!Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for 365 days!I ordered the part on 11/14 - The money was deducted from my account IMMEDIATELY on 11/14 and I received an Email on 11/22:On November 22, 2016 at 8:46 AM Sears PartsDirect <no-reply@ [redacted] > wrote: Refund confirmation Your refund has been processed Dear [redacted] , The part from order [redacted] you placed on 11/14/2016 has been refunded. Please allow 3-5 business days for your financial institution to - I never received the refund!I called Sears Parts Direct on 12/16 and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in 2 -3 business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/17 and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund! Not trusting Sears for obvious reasons I contacted the BBB only then did Sears respond to this issue)and now Sears is claiming 5 - 7 business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund!Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)! Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier! Sincerely, [redacted] ***
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from the Sears Outlet in Tempe. [redacted] ... Store Manager of the Sears Outlet in [redacted] provided the following response: We apologize that issues surrounded the dishwasher purchased from our store in March 2016. The dishwasher has not been returned and we have processed a credit to [redacted] That said, on April 8, 2016, a refund in the amount of $355.56 was processed to post back to [redacted] account ending in [redacted] Typically a credit to a credit card will post to the account within 3-5 business days. If [redacted] has any other concerns she can reach me at [redacted] Since we have noted that [redacted] has been credited for her purchase, 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] 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 find that this resolution is satisfactory to me Sincerely, Raymond M [redacted]
May 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# *** Mr [redacted] has attempted to reach Ms [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact Mr [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
January 8, [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 recent online order experience and his request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrThompson placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by ***.com located at [redacted] ***, Round Rock TX [redacted] Email: US_ [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that seller ***.com processed a refund on December 26, 2016, for $accordinglyFor Mr [redacted] records the return receipt number is [redacted] In closure, as this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolveNot only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on itPlease see attachments photos, taken at the pickup counter of the Kmart store in question Again I wasted my time, gas and expectations of getting what I order and paid forIt is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer I am requesting another $gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gasI would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person It is not my problem that of management's incompetent ability to run a serious business Sincerely, Jose E***
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, John [redacted]
June 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience --- may have experienced After reviewing the notes in her order we found that Sears Online processed a replacement refund gift card on June 2, 2016, for $Ms [redacted] should receive the gift card in the mail within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, we have noted Ms [redacted] concerns and we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:I am rejecting the response because I want to give reference to future Home warranty customers of Sears"No one " called me from sears to resolve the issue as stated in response above from Sears However, a tech manager from Atlanta office called me past Monday ( Sept 11th) ( days past of my 2nd emergency fix request) and stated she will arrange someone to come same day or next dayAs I expected, no one came neighther calledThe tech guy came on his scheduled appointment at 14th sept(days after he called out sick)My fridge is fixed( [redacted] Hopefully [redacted] )after DAYS Imagine how we had handled with mini fridge and with young kids in houseSears was externally careless for resolving it even after seperate emergency requestsIf one single appliance breakout takes + dayshow do I be worry free for my Sears Home Warranty for rest of the year? They charge monthly $but fix one issue at almost monthsIs this what I am paying for?? Sincerely, Ami P [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) we now have the new air conditionerThank you for all your help
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that we issued a refund of $to Ms [redacted] account ending in [redacted] on October 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 3, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator Our records show that Mr [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, Per Sears’ Return Policy, Mr [redacted] had days to return the refrigerator for either a refund or an exchange Once outside the return policy timeframe, any performance issues would need by addressed through service While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr [redacted] case A review of Mr [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises Furthermore, we would like to direct Mr [redacted] to page n of his owner’s manual that explains that the refrigerator is noisy The following are some sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker· Clicking/Snapping – valves opening or closing· Pulsating – fans/compressor adjusting to optimize performance· Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator· Sizzling/Gurgling – water dripping on the heater during defrost cycle· Popping – contraction/expansion of inside walls, especially during initial cool-down· Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan· Creaking/Cracking – occurs as ice is being ejected from the ice maker mold The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling There are no documented failures with the refrigerator While we understand that Mr [redacted] would like the refrigerator exchanged, we cannot honor that request As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding a ratchet he purchased recently Assistant Manager [redacted] has spoken with Mr [redacted] in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 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 recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] Trade located at [redacted] Miami FL 33125, Email: sales [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that Sears Online issued a [redacted] return label and the merchandise was returned to the sellerTherefore, we submitted a request to issue the full refund accordinglyFor Ms [redacted] records a refund was issued under return receipt number [redacted] for $and the shipping refund under return receipt number [redacted] for $The refund will post to the [redacted] account within to business daysIn closure, since a full refund has been provided to Ms [redacted] , we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the estimate we gave him for repairs to his riding lawn mowerOur records indicate that while Mr [redacted] riding mower is still covered under a year manufacturer’s warranty, when we examined the mower on May 5, 2016, we found that the deck had been damaged via some sort of accident or impactThis meant that any repair necessary would not be covered nor was our in-home visit since the failure was not due to a defect in material or workmanshipThe fact is that our technicians get paid the same whether we have a big repair or a small repair and whether it is covered under warranty or paid for as a collect callThere is no reason for them to “milk” a complaint or give a diagnosis that is not correct simply to charge more money; the technician would not benefit in anyway With that said, if Mr [redacted] could email me at [redacted] or fax me at [redacted] a copy of the repair bill from the other company, then after reviewing it we might consider issuing him a refund for the trip/diagnostic fee he was assessedUntil we receive that bill though, we can make no promisesIn the interim, since we have explained why Mr [redacted] was charged for our visit, and we are willing to issue a refund if in fact the repair bill supports his contention that our diagnosis was incorrect, we have closed our file for now pending the submission of the requested paperworkWe 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] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
January 3, [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 refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Mr [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored Our records show that the repair to Mr [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly With that said, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Amanda L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and can understand her frustration with the series of events noted in her complaintAfter reviewing the notes in her order we found that she had been in contact with (EMS) Executive Member Services, Sears escalated complaint departmentEMS assisted in processing a full refund for the original order and issuing a 25% discount on a new order which she acceptedThe full refund of $was processed on August 14, 2016, and the sales adjustment of $was issued on August 16, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponSince it is our understanding that this resolution met with Ms [redacted] ’s approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
January 23, [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 problems she encountered with the delivery of her washer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer deliveryWe value Ms [redacted] patronage, but can understand her frustration due to the issue noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on December 30, Ms [redacted] purchased the washer and the hoses for the washer; delivery was set for January 6, Our promotion offered free delivery and Ms [redacted] did not purchase installation (on a pedestal) or haul away of the old washerOn January 4, Ms [redacted] called and requested that the delivery connect the new washer to her pedestalShe was advised that it would be submitted as a request, but it was not guaranteed; Ms [redacted] understoodWe apologize but for liability purposes, our delivery team will not install a new washer on a previously owned pedestalMs [redacted] would have to pay for installation services to have this work completed As for the removal of the washer, Ms [redacted] had the option to purchase the haul away for the washer and removing the washer from her property is considered a haul awayHowever, we do apologize that our delivery team blocked her garage with the old washer and were unable to return within a reasonable time period to unblock itWe can assure Ms [redacted] that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 2, [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 refund check A stop payment was put on the previous check and a new one was issued to the address Ms [redacted] provided on April 24, If needed, tracking can be requested, but it should have arrived by now We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: As stated in the response from Sears to the BBB this was not just a part that I ordered from Sears Parts Direct and "subsequently returned" but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART!Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for 365 days!I ordered the part on 11/14 - The money was deducted from my account IMMEDIATELY on 11/14 and I received an Email on 11/22:On November 22, 2016 at 8:46 AM Sears PartsDirect <no-reply@ [redacted] > wrote: Refund confirmation Your refund has been processed Dear [redacted] , The part from order [redacted] you placed on 11/14/2016 has been refunded. Please allow 3-5 business days for your financial institution to - I never received the refund!I called Sears Parts Direct on 12/16 and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in 2 -3 business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/17 and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund! Not trusting Sears for obvious reasons I contacted the BBB only then did Sears respond to this issue)and now Sears is claiming 5 - 7 business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund!Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)! Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier! Sincerely, [redacted] ***
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from the Sears Outlet in Tempe. [redacted] ... Store Manager of the Sears Outlet in [redacted] provided the following response: We apologize that issues surrounded the dishwasher purchased from our store in March 2016. The dishwasher has not been returned and we have processed a credit to [redacted] That said, on April 8, 2016, a refund in the amount of $355.56 was processed to post back to [redacted] account ending in [redacted] Typically a credit to a credit card will post to the account within 3-5 business days. If [redacted] has any other concerns she can reach me at [redacted] Since we have noted that [redacted] has been credited for her purchase, 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] 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 find that this resolution is satisfactory to me Sincerely, Raymond M [redacted]
May 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# *** Mr [redacted] has attempted to reach Ms [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact Mr [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
January 8, [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 recent online order experience and his request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrThompson placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by ***.com located at [redacted] ***, Round Rock TX [redacted] Email: US_ [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that seller ***.com processed a refund on December 26, 2016, for $accordinglyFor Mr [redacted] records the return receipt number is [redacted] In closure, as this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I accept due to getting my full refund of on the date of 09-11-