February 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the delivery and
installation of his range and microwave
It is unfortunate that we failed Mr*** expectations when he recently scheduled the delivery and installation of a range and microwaveWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced
We reviewed the case notes and Mr*** has been working with Robert ***, Case Manager with Strategic Member Services, regarding the installation of his appliancesAccording to the notes, it was discovered that the delivery team could not hook up the range because the wall plug is for a dryer; not for a rangeMr*** will resolve through his landlordAs for the microwave, Mr*** was issued a full refund of the installation fee and we rescheduled installation at no chargeWe followed up with Mrs*** and she confirmed that installation was completed and she is satisfiedWith that being said, since we have addressed the issues brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because I waited far too long for a service tech to come outFurthermore, this washer should not be requiring a service call after only years of useAlso, this particular washer has had multiple problems with major malfunctionsI will never buy another washer from Sears nor will I call them for serviceSince they outsourced their service to outside the United States they are no longer going to receive my business.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: As stated previously my refrigerator is at degrees and my freezer is at degrees It is loosing its capacity to cool Sears has sent three different technicians out in the last month and the first and third one replaced the circuit board and the second technician told me there was nothing wrong with my refrigerator So my question is, how long do I have to do this and keep living with ice bags in my freezer to keep food cold? It has not frozen anything in the last three weeks I would not have another technician come back and tell me nothing is wrong with it I have witnesses that have seen the thermometer reading
Sincerely,
Margaret ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***-Suzanne ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her tractor
As clarification, we have reviewed our files and there is mention of providing Ms*** with a refund for her baggerAccording to our return policy, a refund could only be sought within days from the date of purchase; therefore, we are not obligated to honor her requestThat said, we appreciate Ms*** patronage and we are willing to offer to exchange the bagger she has for the one that fits her replacement tractor, item The difference in price is roughly $Although we are unable to provide a refund for that cost, we can send a $gift cardIf this offer is not feasible, we can provide a refund for the bagger once it has been returned, but a 15% restocking fee would applyShould Ms*** wish to accept one of our offers, I may be reached readily via email during business hours at the address listed belowSince we are not obligated to honor Ms*** request due to the aforementioned reasons, we respectfully ask that this matter be considered closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-
Tammie.***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response for the exchange of the bagger with the $gift card for the differencePlease advise how this bagger is to be returned as we have no box for itAlso please let us know what procedure will be followed do the return of the old one and deliver the new oneWe appreciate your time in resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
It took a month and a half to resolve and without my complaint to the Revdex.com I am not sure it would have been taken care ofThank you for your help in resolving this matter
Sincerely,
*** ***
November 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anthony *** - # *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response We do not indiscriminately label a customer as verbally abusive or threatening We have on record that Mr*** was verbally abusive to both Jenn *** and Rhonda *** and he was particularly threatening to Ms*** when she was trying to assist him. At this time, our position remains unchanged; we will not be providing any remuneration to Mr*** as he has provided no proof of damage, nor will we provide him with follservice, as he has been placed on the “No Service” list. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to ***
*** for failing her expectations in regard to the repair of her laundry center. Additionally, we would like to assure *** *** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** ***In accordance with *** *** request, we scheduled a senior technician to examine her dryer. On May 4, 2016, the technician examined the dryer and found no mechanical problems with the unitHowever, he found that the lint trap was dirty, which he subsequently cleaned. Additionally, he found that *** *** was not drying the clothes properly; she was not using the correct setting and mixing clothes with towels. He instructed *** *** to dry the towels separately and what settings to use. Based upon the technician’s findings, a replacement laundry center is not warranted. As this decision is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Tell us why here...November 4,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: 11782298/ Maria and Seth ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe made repairs to Mr*** hvac on 11/03/I spoke to Mrs*** on 11/03/16, who verified the unit is working and she is satisfied
If you have any questions or concerns, please contact me at 800-222-x *** or via email at Jeanne.***@searshomepro.com
Sincerely,
*** Freeman
SHIP/HI Regulatory Complaint Specialist
cc: Maria and Seth ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with unit *** for assistance. After reviewing Mr*** concerns and because he advised that he had to purchase a new washer, we agreed to issue a refund of the service feeAccordingly, a refund request was submitted on June 23, 2016, and Mr*** should receive a refund check for $within the next two weeksWith that said, as it is our understanding that Mr*** no longer requires any assistance and since we are providing him with his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** *omplaint regarding the problem she encountered when she attempted to
return her 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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 days from the date of your original purchase to make a return with the following exceptions...” It is a consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the clothes on July 1, 2016, and then attempted to return it on August 3, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the return of her grille
Upon receipt of Ms*** complaint we reached out to Store Manager Richard *** to assist with her concernMr*** investigated and discovered that Ms*** had initially been working with his assistant manager on an exchange, not a returnAccording to the delivery notes, Ms*** decided to cancel the exchange and requested to just return for a refundAfter speaking with Ms***, he offered to assemble the grille and to personally deliver the grille to her next weekHe also offered to provide her a gift card for her inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Mallory C***
Dear *** ***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the dryer was delivered
damaged and the problems she encountered when she requested to return for a refund
We apologize that MsC*** dryer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is brand newUpon receipt of MsC*** complaint we research and found that she was assisted by Sarah B*** with our Executive Member Support TeamAccording to the notes, on July 31, MsB*** processed the return order for the dryer and the unit was returned on August 5, MsC*** was issued a credit of $for the dryer, accessories and the delivery feeWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIn the future I hope Sears takes customer satisfaction seriouslyIt should never have taken this long for a response, or having to resort to social media, and the Revdex.comI emailed, I called, I love chatted...all just to receive a service that was noted on my original invoice
Sincerely,
*** ***
June 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** 2nd rebuttal regarding his power washer that has failed
We have received Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the repair of his power washer, we are unable to grant his request for compensation to replace his power washer. The fact remains if the unit had been used less than hours, the oil would not have been dirty. The viscosity breakdown and darker color does not happen unless the unit is used for an extended period of time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case we do apologize that we failed his expectations, but we will not be replacing his power washer and our decision is final.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
I never gave your company my email so you weren't authorized to contact me in the first place so stop buying our email addresses I will never ever purchase anything from a sears owned company iCompweblaint: ***
I am rejecting this response because:
Sincerely,
Stephanie ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Serena ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her online order
It is unfortunate that we failed ***'s expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in Sears/KmartWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter further, we found that she had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions verified that Sears Online processed a refund of $back to her *** account on August 16, Additionally, the remaining refund of $was processed on September 1, 2015, under sales receipt number The refund was issued in the form of a check and will arrive in the mail within seven to ten business daysWe apologize for the delay and hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887203, and find that this resolution is satisfactory to meI will reply tp Mrs*** email with my credit card number so I can properly get reimbursedThank you for all your help
Sincerely,
John Nmn ***
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms***, We have completed the investigation of Mrs*** complaint regarding her recent online
order experience and request for a return and refund It is unfortunate that we failed Mrs*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint 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 confirmed that the product has been returned to the vendorAccordingly, a refund of $1,was credited back to Mrs*** Sears *** account ending in *** For Mrs*** records the return receipt number is ***Additionally, we hope that in the future Mrs*** 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 Mrs*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Srinivas V***i
August 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of MsH*** complaint regarding her recent online order and
request for a cancellation It is unfortunate that we failed MsH*** expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order, we confirmed that a full refund of $was issued on July 14, For MsH*** records the refund receipt number is ***Additionally, we hope that in the future MsH*** 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 MsH*** 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
February 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the delivery and
installation of his range and microwave
It is unfortunate that we failed Mr*** expectations when he recently scheduled the delivery and installation of a range and microwaveWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced
We reviewed the case notes and Mr*** has been working with Robert ***, Case Manager with Strategic Member Services, regarding the installation of his appliancesAccording to the notes, it was discovered that the delivery team could not hook up the range because the wall plug is for a dryer; not for a rangeMr*** will resolve through his landlordAs for the microwave, Mr*** was issued a full refund of the installation fee and we rescheduled installation at no chargeWe followed up with Mrs*** and she confirmed that installation was completed and she is satisfiedWith that being said, since we have addressed the issues brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because I waited far too long for a service tech to come outFurthermore, this washer should not be requiring a service call after only years of useAlso, this particular washer has had multiple problems with major malfunctionsI will never buy another washer from Sears nor will I call them for serviceSince they outsourced their service to outside the United States they are no longer going to receive my business.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: As stated previously my refrigerator is at degrees and my freezer is at degrees It is loosing its capacity to cool Sears has sent three different technicians out in the last month and the first and third one replaced the circuit board and the second technician told me there was nothing wrong with my refrigerator So my question is, how long do I have to do this and keep living with ice bags in my freezer to keep food cold? It has not frozen anything in the last three weeks I would not have another technician come back and tell me nothing is wrong with it I have witnesses that have seen the thermometer reading
Sincerely,
Margaret ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***-Suzanne ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her tractor
As clarification, we have reviewed our files and there is mention of providing Ms*** with a refund for her baggerAccording to our return policy, a refund could only be sought within days from the date of purchase; therefore, we are not obligated to honor her requestThat said, we appreciate Ms*** patronage and we are willing to offer to exchange the bagger she has for the one that fits her replacement tractor, item The difference in price is roughly $Although we are unable to provide a refund for that cost, we can send a $gift cardIf this offer is not feasible, we can provide a refund for the bagger once it has been returned, but a 15% restocking fee would applyShould Ms*** wish to accept one of our offers, I may be reached readily via email during business hours at the address listed belowSince we are not obligated to honor Ms*** request due to the aforementioned reasons, we respectfully ask that this matter be considered closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-
Tammie.***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response for the exchange of the bagger with the $gift card for the differencePlease advise how this bagger is to be returned as we have no box for itAlso please let us know what procedure will be followed do the return of the old one and deliver the new oneWe appreciate your time in resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
It took a month and a half to resolve and without my complaint to the Revdex.com I am not sure it would have been taken care ofThank you for your help in resolving this matter
Sincerely,
*** ***
November 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anthony *** - # *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response We do not indiscriminately label a customer as verbally abusive or threatening We have on record that Mr*** was verbally abusive to both Jenn *** and Rhonda *** and he was particularly threatening to Ms*** when she was trying to assist him. At this time, our position remains unchanged; we will not be providing any remuneration to Mr*** as he has provided no proof of damage, nor will we provide him with follservice, as he has been placed on the “No Service” list. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to ***
*** for failing her expectations in regard to the repair of her laundry center. Additionally, we would like to assure *** *** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** ***In accordance with *** *** request, we scheduled a senior technician to examine her dryer. On May 4, 2016, the technician examined the dryer and found no mechanical problems with the unitHowever, he found that the lint trap was dirty, which he subsequently cleaned. Additionally, he found that *** *** was not drying the clothes properly; she was not using the correct setting and mixing clothes with towels. He instructed *** *** to dry the towels separately and what settings to use. Based upon the technician’s findings, a replacement laundry center is not warranted. As this decision is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Tell us why here...November 4,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: 11782298/ Maria and Seth ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe made repairs to Mr*** hvac on 11/03/I spoke to Mrs*** on 11/03/16, who verified the unit is working and she is satisfied
If you have any questions or concerns, please contact me at 800-222-x *** or via email at Jeanne.***@searshomepro.com
Sincerely,
*** Freeman
SHIP/HI Regulatory Complaint Specialist
cc: Maria and Seth ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with unit *** for assistance. After reviewing Mr*** concerns and because he advised that he had to purchase a new washer, we agreed to issue a refund of the service feeAccordingly, a refund request was submitted on June 23, 2016, and Mr*** should receive a refund check for $within the next two weeksWith that said, as it is our understanding that Mr*** no longer requires any assistance and since we are providing him with his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** *omplaint regarding the problem she encountered when she attempted to
return her 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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 days from the date of your original purchase to make a return with the following exceptions...” It is a consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the clothes on July 1, 2016, and then attempted to return it on August 3, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the return of her grille
Upon receipt of Ms*** complaint we reached out to Store Manager Richard *** to assist with her concernMr*** investigated and discovered that Ms*** had initially been working with his assistant manager on an exchange, not a returnAccording to the delivery notes, Ms*** decided to cancel the exchange and requested to just return for a refundAfter speaking with Ms***, he offered to assemble the grille and to personally deliver the grille to her next weekHe also offered to provide her a gift card for her inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Mallory C***
Dear *** ***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the dryer was delivered
damaged and the problems she encountered when she requested to return for a refund
We apologize that MsC*** dryer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is brand newUpon receipt of MsC*** complaint we research and found that she was assisted by Sarah B*** with our Executive Member Support TeamAccording to the notes, on July 31, MsB*** processed the return order for the dryer and the unit was returned on August 5, MsC*** was issued a credit of $for the dryer, accessories and the delivery feeWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIn the future I hope Sears takes customer satisfaction seriouslyIt should never have taken this long for a response, or having to resort to social media, and the Revdex.comI emailed, I called, I love chatted...all just to receive a service that was noted on my original invoice
Sincerely,
*** ***
June 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** 2nd rebuttal regarding his power washer that has failed
We have received Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the repair of his power washer, we are unable to grant his request for compensation to replace his power washer. The fact remains if the unit had been used less than hours, the oil would not have been dirty. The viscosity breakdown and darker color does not happen unless the unit is used for an extended period of time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case we do apologize that we failed his expectations, but we will not be replacing his power washer and our decision is final.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
I never gave your company my email so you weren't authorized to contact me in the first place so stop buying our email addresses I will never ever purchase anything from a sears owned company iCompweblaint: ***
I am rejecting this response because:
Sincerely,
Stephanie ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Serena ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her online order
It is unfortunate that we failed ***'s expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in Sears/KmartWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter further, we found that she had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions verified that Sears Online processed a refund of $back to her *** account on August 16, Additionally, the remaining refund of $was processed on September 1, 2015, under sales receipt number The refund was issued in the form of a check and will arrive in the mail within seven to ten business daysWe apologize for the delay and hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887203, and find that this resolution is satisfactory to meI will reply tp Mrs*** email with my credit card number so I can properly get reimbursedThank you for all your help
Sincerely,
John Nmn ***
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms***, We have completed the investigation of Mrs*** complaint regarding her recent online
order experience and request for a return and refund It is unfortunate that we failed Mrs*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint 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 confirmed that the product has been returned to the vendorAccordingly, a refund of $1,was credited back to Mrs*** Sears *** account ending in *** For Mrs*** records the return receipt number is ***Additionally, we hope that in the future Mrs*** 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 Mrs*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Srinivas V***i
August 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of MsH*** complaint regarding her recent online order and
request for a cancellation It is unfortunate that we failed MsH*** expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order, we confirmed that a full refund of $was issued on July 14, For MsH*** records the refund receipt number is ***Additionally, we hope that in the future MsH*** 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 MsH*** 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation