October 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Susan J [redacted] Dear [redacted] We have completed the investigation MsJ [redacted] complaint regarding her lease First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item WNLI has reviewed its records and concluded it properly administered the lease but in regard to the refund, they have been trying to reach MsJ [redacted] as they need some information from her before they can issue the refundWe would suggest that MsJ [redacted] contact WNLI as soon as possible in order to facilitate her refund In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a garage ready refrigerator purchased from SearsIf in the spring of 2017, Mr [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in fullMr [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistanceAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfactionTherefore we feel that keeping this case open during the interim is unwarrantedThat said we respectfully ask that this matter remain closed pending contact in the spring of We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * Rich C [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] ’s complaint regarding his recent online order experience and his request for a full 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 MrC [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrC [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] **Richmond TX 77406, [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 MrC [redacted] ’s 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, we can understand that the return window expired for MrC [redacted] due to the delivery delay by the sellerTherefore, we have issued a full refund of $back to the *** account ending in *** The credit will post to the account within to business daysFor MrC [redacted] ’s records the return receipt number is [redacted] In closure, since we have honored MrC [redacted] ’s requested resolution, 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
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Roberta [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doorsLast week a new compressor and drier were installedIf Ms [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam[redacted] @searshc.comSince we have noted the completed repairs to Ms [redacted] refrigerator, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[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 In spite of the fact that the Sears employee gave different information and that the receipt suggested negotiation I believed the negotiation clause covered what I had been told by the employee I appreciate the apology and accept that as the resolution of this case Sincerely, [redacted]
July 14, [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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, email: [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 [redacted] made several attempts to notify the seller since she received the item to no availTherefore, we have requested that a full refund be issued back to [redacted] s account [redacted] can expect to see the credit post to her account within to business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, 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
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the problems she encountered with the delivery of her microwave/range combination[redacted] , Recovery Specialist for Delivery, made multiple attempts to contact [redacted] and left voicemails with her contact information Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her She may contact Recovery Specialist [redacted] at [redacted] In the interim, we will consider this matter closed, pending her responseAgain, 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]
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for a refund of $in points It is unfortunate that we failed [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After forwarding this matter to our Shop Your Way Reward department, they were able to issue a refund of points as a gesture of goodwillThis amount should cover the points that were previously removedAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: The disclaimer is a preprinted smoke screenI ordered the product at 8:pm and two were available It's not feasible that two 3,refrigerators sold between 8:30.pm and the next morningA manager from another outlet store stated corporate gives and takes on a nightly basisThis is apparently what happened in this situationI want my refrigerator at the price paidThat's not too much to ask Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed On August 4, we reached out to Ms [redacted] to discuss her concern regarding the microwaveShe stated that the microwave is making an electronic popping noiseMs [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped workingMs [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same modelDue to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms [redacted] accepted the offerWe provided Ms [redacted] with the authorization information and instructions for the replacement microhoodAfter the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms [redacted] 's approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda [redacted] @searshc.com
April 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. and Mrs. [redacted] complaint... regarding their TV. We apologize for the delay. It seems there was some confusion as to who would be issuing the replacement. However, our records show that Mr. and Mrs. [redacted] received their replacement TV on April 17, 2017 and they were given $100.00 worth of Shop Your Way Rewards points to use towards their purchase as a courtesy for the delay. Since we have fulfilled the terms of Mr. and Mrs. [redacted] service contract as noted above, we have close dour file. We apologize to Mr. and Mrs. [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 [redacted]
September 28, 2016 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find... the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
Revdex.com:I do accept the business response to my complaint but I am somewhat reluctant as I have not received my $check as of yet so I worry about that as I have been told many times by the company that the "check should be in the mail" I am hoping this time they follow through and live up to their promise 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, [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565416- Donna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her patio furniture We have spoken with Numark, the vendor who manufactures the furniture Ms [redacted] purchasedThey have sent two chairs to Ms [redacted] and they should arrive shortlyIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie [redacted] @searshc.com
April 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Adrian L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr [redacted] on March 3, 2017, and it was delivered on March 9th Penny [redacted] , Senior Member Services Advocate, attempted to reach Mr [redacted] by telephone on April 7, 2017, to discuss his concerns and the discount he requested However, she left a message because Mr [redacted] could not be reached If Mr [redacted] would like to discuss his request, he may contact Ms [redacted] at [redacted] extension 18587, within fifteen business days of the date of this letter Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed pending Mr***’s response, since we have attempted to reach him and noted his comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] ***
September 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Connie R [redacted] Dear [redacted] We have completed the investigation of MsR [redacted] complaint regarding her recent online order experience and request for a refund of the missing item It is unfortunate that we failed MsR [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on August 21, For MsR [redacted] records the return receipt number is [redacted] Additionally, Sears Online issued $in Shop Your Way Reward points for the inconvenienceWe hope that in the future MsR [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsR [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: While I did receive a refund, my main concern was Sears not upholding a written contract with a customerThey had a contract stating they would provide complete services for X amount of moneyThen they did not provide the contracted services, expected me to pay above the contracted amount to get the services done, and were completely unresponsive in resolving the problemThen it took weeks to get a refund - which was their end decisionUpholding a contract should matterI still maintain that they didn't provide the services they contracted for - they are in breach of contractFuture customers should be made aware that these issues happen when dealing with Sears Sincerely, Derek [redacted]
January 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jamie E [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and receipt of the incorrect kmart.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to her PayPal account and $to her Shop Your Way Rewards account on December 22, Mrs [redacted] is welcome to reply to our email or contact us by telephone if she has any further questions about this issue or her refund 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 Mrs [redacted] comments and the requested return label and 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
October 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Victoria AB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her water heater According to our records, this matter has been resolvedMsB [redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to payAdditionally, a product liability claim has been filed with the manufacturer for the property damage issueAs such, we have closed our file We apologize to MsB [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 11, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Humberto ***Dear Ms [redacted] :We have completed the investigation of Mr [redacted] complaint regarding the mattress set he purchased on July 27, 2013.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Mr [redacted] case, our records show that he called customer service on February 14, to report that his mattress set was saggingAt that time, Sears did offer customers the option of having a third party contractor to visit the customers home for the intent of assisting with the warranty exchange picturesAt that time, Mr [redacted] did request assistance and a contractor was sent out to his residenceOnce the necessary documentation was received, customer service advised that he did meet the warranty exchange criteria and an exchange was processed and completed on March 24, On July 26, Mr*** called customer service to report that his mattress set was sagging and requested assistance with his warranty exchangeUnfortunately Sears no longer provides these servicesStep by step instructions were sent to Mr [redacted] via emailOnce customer received the response from Mr***, additional pictures were requestedMr [redacted] replied that he would not be sending in the additional pictures in order to determine if he qualified for a warranty exchangeAs far as the request for full reimbursement, we cannot honor his request since he is outside the return windowIf Mr [redacted] would like to re-consider and send in the necessary documentation, we ask that he contact his Case Manager Ema [redacted] at 512-248-At 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 [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience
October 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Susan J [redacted] Dear [redacted] We have completed the investigation MsJ [redacted] complaint regarding her lease First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item WNLI has reviewed its records and concluded it properly administered the lease but in regard to the refund, they have been trying to reach MsJ [redacted] as they need some information from her before they can issue the refundWe would suggest that MsJ [redacted] contact WNLI as soon as possible in order to facilitate her refund In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a garage ready refrigerator purchased from SearsIf in the spring of 2017, Mr [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in fullMr [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistanceAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfactionTherefore we feel that keeping this case open during the interim is unwarrantedThat said we respectfully ask that this matter remain closed pending contact in the spring of We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * Rich C [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] ’s complaint regarding his recent online order experience and his request for a full 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 MrC [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrC [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] **Richmond TX 77406, [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 MrC [redacted] ’s 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, we can understand that the return window expired for MrC [redacted] due to the delivery delay by the sellerTherefore, we have issued a full refund of $back to the *** account ending in *** The credit will post to the account within to business daysFor MrC [redacted] ’s records the return receipt number is [redacted] In closure, since we have honored MrC [redacted] ’s requested resolution, 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
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Roberta [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doorsLast week a new compressor and drier were installedIf Ms [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam[redacted] @searshc.comSince we have noted the completed repairs to Ms [redacted] refrigerator, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[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 In spite of the fact that the Sears employee gave different information and that the receipt suggested negotiation I believed the negotiation clause covered what I had been told by the employee I appreciate the apology and accept that as the resolution of this case Sincerely, [redacted]
July 14, [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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, email: [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 [redacted] made several attempts to notify the seller since she received the item to no availTherefore, we have requested that a full refund be issued back to [redacted] s account [redacted] can expect to see the credit post to her account within to business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, 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
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the problems she encountered with the delivery of her microwave/range combination[redacted] , Recovery Specialist for Delivery, made multiple attempts to contact [redacted] and left voicemails with her contact information Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her She may contact Recovery Specialist [redacted] at [redacted] In the interim, we will consider this matter closed, pending her responseAgain, 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]
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for a refund of $in points It is unfortunate that we failed [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After forwarding this matter to our Shop Your Way Reward department, they were able to issue a refund of points as a gesture of goodwillThis amount should cover the points that were previously removedAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: The disclaimer is a preprinted smoke screenI ordered the product at 8:pm and two were available It's not feasible that two 3,refrigerators sold between 8:30.pm and the next morningA manager from another outlet store stated corporate gives and takes on a nightly basisThis is apparently what happened in this situationI want my refrigerator at the price paidThat's not too much to ask Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed On August 4, we reached out to Ms [redacted] to discuss her concern regarding the microwaveShe stated that the microwave is making an electronic popping noiseMs [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped workingMs [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same modelDue to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms [redacted] accepted the offerWe provided Ms [redacted] with the authorization information and instructions for the replacement microhoodAfter the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms [redacted] 's approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda [redacted] @searshc.com
April 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. and Mrs. [redacted] complaint... regarding their TV. We apologize for the delay. It seems there was some confusion as to who would be issuing the replacement. However, our records show that Mr. and Mrs. [redacted] received their replacement TV on April 17, 2017 and they were given $100.00 worth of Shop Your Way Rewards points to use towards their purchase as a courtesy for the delay. Since we have fulfilled the terms of Mr. and Mrs. [redacted] service contract as noted above, we have close dour file. We apologize to Mr. and Mrs. [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 [redacted]
September 28, 2016 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find... the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
Revdex.com:I do accept the business response to my complaint but I am somewhat reluctant as I have not received my $check as of yet so I worry about that as I have been told many times by the company that the "check should be in the mail" I am hoping this time they follow through and live up to their promise 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, [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565416- Donna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her patio furniture We have spoken with Numark, the vendor who manufactures the furniture Ms [redacted] purchasedThey have sent two chairs to Ms [redacted] and they should arrive shortlyIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie [redacted] @searshc.com
April 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Adrian L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr [redacted] on March 3, 2017, and it was delivered on March 9th Penny [redacted] , Senior Member Services Advocate, attempted to reach Mr [redacted] by telephone on April 7, 2017, to discuss his concerns and the discount he requested However, she left a message because Mr [redacted] could not be reached If Mr [redacted] would like to discuss his request, he may contact Ms [redacted] at [redacted] extension 18587, within fifteen business days of the date of this letter Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed pending Mr***’s response, since we have attempted to reach him and noted his comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] ***
September 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Connie R [redacted] Dear [redacted] We have completed the investigation of MsR [redacted] complaint regarding her recent online order experience and request for a refund of the missing item It is unfortunate that we failed MsR [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the notes in the order, we confirmed that a full refund of $was issued on August 21, For MsR [redacted] records the return receipt number is [redacted] Additionally, Sears Online issued $in Shop Your Way Reward points for the inconvenienceWe hope that in the future MsR [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsR [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: While I did receive a refund, my main concern was Sears not upholding a written contract with a customerThey had a contract stating they would provide complete services for X amount of moneyThen they did not provide the contracted services, expected me to pay above the contracted amount to get the services done, and were completely unresponsive in resolving the problemThen it took weeks to get a refund - which was their end decisionUpholding a contract should matterI still maintain that they didn't provide the services they contracted for - they are in breach of contractFuture customers should be made aware that these issues happen when dealing with Sears Sincerely, Derek [redacted]
January 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jamie E [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and receipt of the incorrect kmart.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to her PayPal account and $to her Shop Your Way Rewards account on December 22, Mrs [redacted] is welcome to reply to our email or contact us by telephone if she has any further questions about this issue or her refund 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 Mrs [redacted] comments and the requested return label and 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
October 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Victoria AB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her water heater According to our records, this matter has been resolvedMsB [redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to payAdditionally, a product liability claim has been filed with the manufacturer for the property damage issueAs such, we have closed our file We apologize to MsB [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 11, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Humberto ***Dear Ms [redacted] :We have completed the investigation of Mr [redacted] complaint regarding the mattress set he purchased on July 27, 2013.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Mr [redacted] case, our records show that he called customer service on February 14, to report that his mattress set was saggingAt that time, Sears did offer customers the option of having a third party contractor to visit the customers home for the intent of assisting with the warranty exchange picturesAt that time, Mr [redacted] did request assistance and a contractor was sent out to his residenceOnce the necessary documentation was received, customer service advised that he did meet the warranty exchange criteria and an exchange was processed and completed on March 24, On July 26, Mr*** called customer service to report that his mattress set was sagging and requested assistance with his warranty exchangeUnfortunately Sears no longer provides these servicesStep by step instructions were sent to Mr [redacted] via emailOnce customer received the response from Mr***, additional pictures were requestedMr [redacted] replied that he would not be sending in the additional pictures in order to determine if he qualified for a warranty exchangeAs far as the request for full reimbursement, we cannot honor his request since he is outside the return windowIf Mr [redacted] would like to re-consider and send in the necessary documentation, we ask that he contact his Case Manager Ema [redacted] at 512-248-At 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 [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience