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, Robert *** Ill
No one contacted me regarding the issueNo voicemail was leftAs I stated in my complaint, my phone number is [redacted] It is different than then number Sears has my account under because I changed my numberBut I clearly stated this in my original complaint Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
March 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [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 and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that a full refund has been issued with the final refund which was processed on March 1, For Ms [redacted] records the return receipt numbers are [redacted] *or $on January 26, 2017, [redacted] for $on February 25, 2017, and [redacted] for $Unfortunately, Sears is unable to honor Ms [redacted] request for compensation for time off from workAdditionally, 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 upon, but we would understand if this is not possible In the interim, we have noted Ms [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
we are still waiting to see if the dryer worked the tech bent a connector to make it work secondly you never really apologized to me other than by this process very sad you don't value our custom unless we file a formal complaint Complaint: [redacted] I am rejecting this response because: Sincerely, Pat [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ July 29, Revdex.com Attn [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] It was found that the shower wall is unable to be repairedThe shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears officeOnce the material has been received we will schedule the replacementI will provide you with an update once all service issues have been addressed Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
July 20, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 945***/Bela [redacted] Via: Revdex.com Website Dear Ms [redacted] , I have corresponded with Mrs [redacted] via email in regards to her concernsI spoke with Nanet at the City of San Diego permit office, to verify if the inspection had passedNanet informed me of the corrections they require to be madeI have reached out to the installer to schedule the correctionsHe informed me that the corrections were already made and the inspection needs to be rescheduled with the City of San DiegoMrand Mrs [redacted] will need to contact the City of San Diego to have the final inspection rescheduledI am currently still reviewing the additional concerns the [redacted] s' have in regards to the duct sealing and duct workAs soon as I have addressed the [redacted] s' additional concerns I will be sure to update you further Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Amanda[redacted] @searshomepro.com Sincerely, Amanda [redacted] SHIP/HI Regulatory Complaint Specialist cc: Bela [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator that he feels is refurbished We have received Mr [redacted] complaint and apologize for any confusion with regards to his refrigerator Our appliances are all sold as brand new unless specifically sold as a used item In Mr [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary We are happy to have a technician look at Mr [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a purchase from Sears OutletA $bank check has been processed and should be received by Ms [redacted] in the next 7-daysThis information has been provided to Ms [redacted] via email on Monday, October 10, Since we have noted the processing of a $bank check that will be sent to Ms [redacted] , we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Raymond M [redacted] Dear [redacted] We have completed the investigation of MrM [redacted] complaint regarding his dissatisfaction that the technician did not show for the scheduled appointments to repair his refrigerator We reviewed the service order notes and on November 11, the technician noted that he was unable to find parking and that MrM [redacted] suggested that he park in the fire lane; the technician left and service was rescheduledOur technician returned on November 13, and ordered the part; service was rescheduled for November 27, The part was delivered to MrM [redacted] on November 15, Regrettably, due to a system glitch service was reset for November 22, without assigning a technicianMrM [redacted] contacted Meredith and requested to cancel serviceWe would like to note that when a service order is cancelled, the consumer will receive a refund for the labor less the diagnostic fee and for the return of the unused partsIn MrM [redacted] case, he was not charged a diagnostic fee and he did not return the part that was ordered by the technician We contacted MrM [redacted] and he confirmed that he received a full refund for the labor and the partHowever, MrM [redacted] stated that he was receiving calls from our service unit requesting that he return the partMrM [redacted] stated that Meredith had offered the full refund and that he could keep the part as wellThe Chat conversation was reviewed and it was determined that it was not made clear that MrM [redacted] had to return the part in order to receive a full refund when he cancelled serviceWe advised MrM [redacted] that we had contacted the service unit and that he should not receive any further calls requesting to return the unused partWith that being said, since we have addressed the issue brought forth in MrM [redacted] complaint, we have closed our file We apologize to MrM [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [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 meHowever, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits inSo no it isn't fixed as indicated Sincerely, [redacted]
October 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 the multiple repair attempts on her tractor We have received Ms [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has a situation like Ms [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur We would like to note that Ms [redacted] has been in contact with our Protection Agreement Benefits Administration (PABA) office where she was offered a complimentary month protection agreement or a $gift card She has also been scheduled for repair on October 7, That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSears has replaced my appliance Sincerely, [redacted] ***
October 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ken GT [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his part order and his request for a replacement Penny K [redacted] , Parts Support Specialist, provided the following response: It is unfortunate that we failed MrT [redacted] expectations when he attempted to order a part for his vacuumWe can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review After speaking with MrT [redacted] regarding the parts that have been on backorder, we offered a $gift card that he can use towards a replacement for his inconvenienceWhile the part is still on backorder with no estimated time of arrival from the supplier (***, we will keep the part order openAdditionally, we hope that in the future MrT [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould MrT [redacted] have any questions, he may contact our office at ( [redacted] In the interim, we have noted MrT [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
October 12, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Jahmie L [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his box spring Store Manager Christopher [redacted] provided the following res***e: We have made arrangements to provide Mr [redacted] with the correct box springShould Mr [redacted] have any further questions I (Christopher) may be reached during business hours at (***) [redacted] In [redacted] of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings CorporationTell us why here
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. Thanks! Sincerely, [redacted] ***
June 23, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. ***s complaint regarding the problem he encountered when he attempted to return his... purchase after the 30-day return period. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. As Mr. [redacted] was informed by the store manager, the policy is posted throughout the store. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the watch on May 11, 2016, and then tried to return it on June 20, 2016, he was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Mr. ***, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. ***s request. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple reschedules to service her oven We made attempts to contact Ms [redacted] via email and left voicemails with our contact informationSince she has not responded, we are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with herShe may contact me at [redacted] In the interim, we will consider this matter closed, pending her response 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]
January 9, [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 dishwasher and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dishwasher After reviewing the notes in Ms [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current dishwasher, it was determined that $would provide her with a comparable replacement under her MPA Mr [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new dishwasher will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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, Joana S [redacted]
Complaint: [redacted] I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty Sincerely, [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, Robert *** Ill
No one contacted me regarding the issueNo voicemail was leftAs I stated in my complaint, my phone number is [redacted] It is different than then number Sears has my account under because I changed my numberBut I clearly stated this in my original complaint Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
March 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [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 and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that a full refund has been issued with the final refund which was processed on March 1, For Ms [redacted] records the return receipt numbers are [redacted] *or $on January 26, 2017, [redacted] for $on February 25, 2017, and [redacted] for $Unfortunately, Sears is unable to honor Ms [redacted] request for compensation for time off from workAdditionally, 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 upon, but we would understand if this is not possible In the interim, we have noted Ms [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
we are still waiting to see if the dryer worked the tech bent a connector to make it work secondly you never really apologized to me other than by this process very sad you don't value our custom unless we file a formal complaint Complaint: [redacted] I am rejecting this response because: Sincerely, Pat [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ July 29, Revdex.com Attn [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] It was found that the shower wall is unable to be repairedThe shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears officeOnce the material has been received we will schedule the replacementI will provide you with an update once all service issues have been addressed Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
July 20, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 945***/Bela [redacted] Via: Revdex.com Website Dear Ms [redacted] , I have corresponded with Mrs [redacted] via email in regards to her concernsI spoke with Nanet at the City of San Diego permit office, to verify if the inspection had passedNanet informed me of the corrections they require to be madeI have reached out to the installer to schedule the correctionsHe informed me that the corrections were already made and the inspection needs to be rescheduled with the City of San DiegoMrand Mrs [redacted] will need to contact the City of San Diego to have the final inspection rescheduledI am currently still reviewing the additional concerns the [redacted] s' have in regards to the duct sealing and duct workAs soon as I have addressed the [redacted] s' additional concerns I will be sure to update you further Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Amanda[redacted] @searshomepro.com Sincerely, Amanda [redacted] SHIP/HI Regulatory Complaint Specialist cc: Bela [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator that he feels is refurbished We have received Mr [redacted] complaint and apologize for any confusion with regards to his refrigerator Our appliances are all sold as brand new unless specifically sold as a used item In Mr [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary We are happy to have a technician look at Mr [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a purchase from Sears OutletA $bank check has been processed and should be received by Ms [redacted] in the next 7-daysThis information has been provided to Ms [redacted] via email on Monday, October 10, Since we have noted the processing of a $bank check that will be sent to Ms [redacted] , we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Raymond M [redacted] Dear [redacted] We have completed the investigation of MrM [redacted] complaint regarding his dissatisfaction that the technician did not show for the scheduled appointments to repair his refrigerator We reviewed the service order notes and on November 11, the technician noted that he was unable to find parking and that MrM [redacted] suggested that he park in the fire lane; the technician left and service was rescheduledOur technician returned on November 13, and ordered the part; service was rescheduled for November 27, The part was delivered to MrM [redacted] on November 15, Regrettably, due to a system glitch service was reset for November 22, without assigning a technicianMrM [redacted] contacted Meredith and requested to cancel serviceWe would like to note that when a service order is cancelled, the consumer will receive a refund for the labor less the diagnostic fee and for the return of the unused partsIn MrM [redacted] case, he was not charged a diagnostic fee and he did not return the part that was ordered by the technician We contacted MrM [redacted] and he confirmed that he received a full refund for the labor and the partHowever, MrM [redacted] stated that he was receiving calls from our service unit requesting that he return the partMrM [redacted] stated that Meredith had offered the full refund and that he could keep the part as wellThe Chat conversation was reviewed and it was determined that it was not made clear that MrM [redacted] had to return the part in order to receive a full refund when he cancelled serviceWe advised MrM [redacted] that we had contacted the service unit and that he should not receive any further calls requesting to return the unused partWith that being said, since we have addressed the issue brought forth in MrM [redacted] complaint, we have closed our file We apologize to MrM [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [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 meHowever, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits inSo no it isn't fixed as indicated Sincerely, [redacted]
October 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 the multiple repair attempts on her tractor We have received Ms [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has a situation like Ms [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur We would like to note that Ms [redacted] has been in contact with our Protection Agreement Benefits Administration (PABA) office where she was offered a complimentary month protection agreement or a $gift card She has also been scheduled for repair on October 7, That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSears has replaced my appliance Sincerely, [redacted] ***
October 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ken GT [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his part order and his request for a replacement Penny K [redacted] , Parts Support Specialist, provided the following response: It is unfortunate that we failed MrT [redacted] expectations when he attempted to order a part for his vacuumWe can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review After speaking with MrT [redacted] regarding the parts that have been on backorder, we offered a $gift card that he can use towards a replacement for his inconvenienceWhile the part is still on backorder with no estimated time of arrival from the supplier (***, we will keep the part order openAdditionally, we hope that in the future MrT [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould MrT [redacted] have any questions, he may contact our office at ( [redacted] In the interim, we have noted MrT [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
October 12, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Jahmie L [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his box spring Store Manager Christopher [redacted] provided the following res***e: We have made arrangements to provide Mr [redacted] with the correct box springShould Mr [redacted] have any further questions I (Christopher) may be reached during business hours at (***) [redacted] In [redacted] of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings CorporationTell us why here
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. Thanks! Sincerely, [redacted] ***
June 23, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. ***s complaint regarding the problem he encountered when he attempted to return his... purchase after the 30-day return period. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. As Mr. [redacted] was informed by the store manager, the policy is posted throughout the store. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the watch on May 11, 2016, and then tried to return it on June 20, 2016, he was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Mr. ***, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. ***s request. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple reschedules to service her oven We made attempts to contact Ms [redacted] via email and left voicemails with our contact informationSince she has not responded, we are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with herShe may contact me at [redacted] In the interim, we will consider this matter closed, pending her response 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]
January 9, [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 dishwasher and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dishwasher After reviewing the notes in Ms [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current dishwasher, it was determined that $would provide her with a comparable replacement under her MPA Mr [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new dishwasher will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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, Joana S [redacted]
Complaint: [redacted] I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty Sincerely, [redacted] ***