Initial Business Response /* (1000, 11, 2015/09/19) */
September 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's
follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has been forwarded, but it has not been resolved
Final Business Response /* (4000, 17, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her customer service experience upon the delivery and install of her purchased appliances
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of delivering her appliances, our delivery driver called to inform that Ms*** needed an adapter to the gas line, so hook up was doneMs*** was informed once she purchased the needed parts; we would gladly schedule an appointment to have the install completedOur records also show that on the scheduled appointment, our drivers called in to inform customer service that Ms*** was not home, so the appointment had to rescheduled
We had the opportunity to speak with Ms*** on October 14, After discussing her delivery experience, we offered to reimburse her for the third party installation charge as a onetime courtesyWe ask Ms*** to allow 7-business days to arrive via USPSSince we were able to provide Ms*** with a resolution that to her satisfaction, we have closed our files
We 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/SHC
Direct -XXX-XXX-XXXX
***@searsch.com
Final Consumer Response /* (2000, 19, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she ACCEPTED the response from the business.)
after a month of arguing my case submitting a Revdex.com complaint prompted the response I was looking forThank You for your service
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Sears Holdings Corporation for understanding my perspective of the information I was provided, and for agreeing to provide me with the desired resolution
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have almost completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her air conditionersWe have
repaired some of air conditioners and there is one remaining service call set for July 26, to completeWe will provide a formal closure letter once the last service call has been completedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael Q*** - # *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service he received. A review of Mr*** service record shows that he recently scheduled three maintenance checks; one for his refrigerator, one for his range and one for his dishwasher. Our records show that the technician arrived within the estimated 8:00am to 5:00pm service window for the refrigerator maintenance check that was completed on October 8, 2016. The technician scheduled to examine the range and dishwasher on October 17, 2016, did arrive outside the estimated service window. The technician found an issue with the dishwasher and had to order some parts. A different technician returned on October 17, 2016, to complete the repair; he arrived at 11:57am, which was well within the 8:00am to 5:00pm service window scheduled. While our goal is to provide service to our customers within the service window provided, there are times when these expectations cannot be met. An earlier lengthy repair, traffic or overbooking a route can cause a technician to run late. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback and that we do not take his concerns lightly, as his information helps us identify any negative trends and gives us the opportunity to work towards rectifying any shortcomings within our customer service network Although Mr*** has indicated that he will no longer use Sears Home Services in the future, we hope that he reconsiders. With that said, since we have completed the service to Mr*** appliances, albeit later than expected, and documented his comments accordingly, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her SYWR account
We have with Ms*** regarding her concernsAfter reviewing the transactions in question and the terms of the promotions she wished to apply, we found that she did not qualify for the points she was seekingHowever, we offered to provide her with $worth of points as a customer courtesy and she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and 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 *** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed our review of Mr*** rebuttal complaint regarding the previous response provided *** *** Store General Manager for Unit *** provided the following response: After reviewing the rebuttal complaint filed, we would first like to apologize again for Mr*** experienceThis letter is to confirm that Mr*** has accepted delivery of his refrigerator and I have processed his additional $offShould Mr*** have any further questions or concerns, we encourage him to contact our store directly at *** so that we may address his concernsWith that said, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with Mr*** in regard to this issue and he informed us that the matter had already been resolvedIn the future, we would encourage Mr*** to contact the SYWR care team at the phone he was given should any further issues ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist Sears Holdings Corporation *** *** ***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernice *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on August 29, 2016, explaining the replacement process. Our records show that Ms*** selected a new washer that same day from her local Sears Dealer Store. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a replacement or refund Upon receipt of this complaint, we researched the order that was purchased a year agoWe found that the store that shipped the product was in Tennessee and Ms*** is located in North CarolinaThe nearest stores are small hometown stores that may not have the product available in storeTherefore, we have decided to issue a $gift card which she can use towards the purchase of a new Kenmore coffee maker onlineThe same item is currently available online for $and the gift card should cover the tax plus shipping feeMs*** can expect to receive the gift card in the mail within to business daysWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms*** have any questions, she may contact me via email at *** In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Alan *** ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding his LG refrigerator
Upon receipt of Mr
*** complaint we reached out to offer service under his manufactures warranty through Sears's service but Mr*** informed me that LG had refunded them for the purchase of the refrigeratorSince LG has refunded Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While the case is NOT ready to be closed, the local Sears rep is on itThey are currently waiting on information from the manufacturer, *** in KoreaAgain, the case isn't solvedBut, I understand why Sears needs more time.
Sincerely,
*** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her layaway order It is unfortunate that we failed Ms*** expectations when she recently used Kmart layawayWe value her patronage and can assure her that her concerns have been forwarded to management for review Ms*** indicates that her layaway order may have been cancelled due to non-payment. In case Ms*** is not already aware, our layaway service allows customers to make payments every weeks, for to weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. Layaway progression or cancellation for non-payment is an automatic process that our store personnel is unable to delay or change even at our customers’ request. With that having been said, a manager from Kmart Store number *** contacted Ms*** on Monday, February 15, 2016, and offered to issue her refund in the store. Ms*** accepted this offer and returned to our store to receive her refund. Therefore, at this time we can only reiterate that we regret any misinformation Ms*** may have been provided about the cancellation of her layaway order. We hope that in the future she will allow us an 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. If she needs any further assistance she may contact *** ***, Manager for Kmart Store ***, directly at *** *** We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***, Sears
Home Services, Support Specialist provided the following response: Sears Home Services records indicate that repairs to Ms*** refrigerator were completed on November 23, During the service call the technician assigned to the call noted that he installed a compressor, condenser, drier and an access valveOnce the unit was reassembled the system was pressurized and was found to be operating as designedAdditionally a food loss reimbursement check in the amount of $was processed and should be received by Ms*** within the next 10-daysIf I can be of any additional assistance to Ms*** she can reach me at *** At this time, since we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 7,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 8***
Service Order #:
Revdex.com Case #: *** Vernier P ***
Via: Revdex.com Website
Dear Ms***
Thank you for allowing our office to assist you
with the concern you recently brought to our attentionOn behalf of Sears please know that we valued Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to confirm that we have completed investigating the complaint
According to our records the Sears' Product Repair Service (PRS) Department replaced the evaporator coil for the customer on 06/24/Moreover, the Sears' technician also tested everything and the unit is working the way it shouldI spoke to Ms*** on 07/01/and she confirmed that the service is completed and the unit is working
As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 800-*** extension *** or via email at richard.***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Vernier P *** via First Class Mail
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,
*** ***
Revdex.com:
Shortly after I made this complaint and well before they could have found out about the complaint, the local store did reach out to us with a cash refundI am satisfied now that I have received my refundThis matter can be closed
Sincerely,
*** ***
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,
Mandy ***Thank you Sears for your replyIt's a sad outcome for sure for everyone involved I have spent over $5,in the last year at Sears purchasing Craftsman hand tools, tool boxes, power tools including all our lawn and garden equipment, to which can all be verified using my Discover Card Statements, this outcome will be most detrimental for SearsI was informed by the Sears Representative who introduced herself as the Manager that I was not eligible for a refund until repairs had been madeAlso these statements can be corroborated on the Sears Service Tickets as each time I went in for a repair my request for a refund was written in on the ticketI requested and then ultimately demanded a refund each and every timeAnd considering I had to take the lawn mower in for repair within days of purchase and the length of time it took for the repair (took it in August and received it October 2016) this option as per your returns policy was not a viable option from the get goI feel this was an easy way for Sears to escape the responsibility of taking care of its customersAnd as stated before I have been a customer that spends a great deal of time and money with SearsThis will change todayAs it appears Sears is in the position that it is closing stores and losing revenue and cutting jobs across the country and to make such a frivolous decision to save $all supported by a policy that was never a viable option for my purchase will prove to be another nail in the coffinI replied to an email even willing to accept a 25% reduction off the original purchase price to account for the minimal usage and wear on the mower as I have used it less than times in the last months as it has been in your repair shop more than my garageI felt that was a fair offer, an exchange for another mower with potential problems is not a fair offerThe offer of an exchange not only forces me to accept the same mower again, it also forces me to deal with the same Sears representatives that would not allow me the refund due to their lack of compliance with company policies in the first placeIts clear to me that the employees of that repair center are clearly uneducated or otherwise uninformed of the policies of the very company they representIncidences like this could be a substantial factor in the overall profit loss Sears has experienced in combination with other factors I am sure, resulting in the ultimate decimation a company that has been around for over yearsIt is that mindset and uniformed thought process that has brought us here, not my inability to return a product before daysI did bring it backI was refused a refund without implementing a ridiculous repair process that was to be no less than repairsI am a loyal Craftsman tool user and fortunately for me I can also purchase these items at my local Ace Hardware and Atwoods storesOften times due to Craftsman's incredible warranty protection I can even purchase items at local pawn shops or online and still receive better protection than I did from SearsIt is no real loss to me, an inconvenience for sure in regards to the mower but a relief it has come to an end for us bothI can now spend my time and money elsewhere and can now purchase a new mower that actually works If you choose to reconsider your offer then I will gladly hear itOtherwise I will consider this matter resolved and no more of my time or money shall be wasted with Sears. Sincerely, Mandy ***
Initial Business Response /* (1000, 10, 2015/07/08) */
July 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
her customer experience upon delivery of her appliances
It is unfortunate that we failed Ms***'s expectations when she did not meet the delivery date that was provided to her at the time of purchaseWe value Ms***'s patronage and understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted
Our records show that due to not having the correct address, it caused a delay in receiving her purchased merchandiseOur records also show that the delivery was completed on June We called Ms*** to discuss the concerns brought forth in her complaintFor any inconvenience this may have caused, we offered Ms*** a sales adjustment of 20% off her entire, which was satisfactory to herWe hope that Ms*** purchased appliance will provide her with long term satisfactionAt this time, since the delivery of Ms***'s purchased appliances has been completed and courtesy compensation was provided, we have closed our files
We 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
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for the store to ship the shoes We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe 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 the order was shipped from store *** We have sent an email correspondence to the local store to address the matterShould Ms*** have any questions, she may contact the store directly at *** *** or email me at *** In the interim, we have closed our file, pending the store's response 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
Initial Business Response /* (1000, 11, 2015/09/19) */
September 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's
follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has been forwarded, but it has not been resolved
Final Business Response /* (4000, 17, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her customer service experience upon the delivery and install of her purchased appliances
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of delivering her appliances, our delivery driver called to inform that Ms*** needed an adapter to the gas line, so hook up was doneMs*** was informed once she purchased the needed parts; we would gladly schedule an appointment to have the install completedOur records also show that on the scheduled appointment, our drivers called in to inform customer service that Ms*** was not home, so the appointment had to rescheduled
We had the opportunity to speak with Ms*** on October 14, After discussing her delivery experience, we offered to reimburse her for the third party installation charge as a onetime courtesyWe ask Ms*** to allow 7-business days to arrive via USPSSince we were able to provide Ms*** with a resolution that to her satisfaction, we have closed our files
We 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/SHC
Direct -XXX-XXX-XXXX
***@searsch.com
Final Consumer Response /* (2000, 19, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she ACCEPTED the response from the business.)
after a month of arguing my case submitting a Revdex.com complaint prompted the response I was looking forThank You for your service
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Sears Holdings Corporation for understanding my perspective of the information I was provided, and for agreeing to provide me with the desired resolution
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have almost completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her air conditionersWe have
repaired some of air conditioners and there is one remaining service call set for July 26, to completeWe will provide a formal closure letter once the last service call has been completedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael Q*** - # *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service he received. A review of Mr*** service record shows that he recently scheduled three maintenance checks; one for his refrigerator, one for his range and one for his dishwasher. Our records show that the technician arrived within the estimated 8:00am to 5:00pm service window for the refrigerator maintenance check that was completed on October 8, 2016. The technician scheduled to examine the range and dishwasher on October 17, 2016, did arrive outside the estimated service window. The technician found an issue with the dishwasher and had to order some parts. A different technician returned on October 17, 2016, to complete the repair; he arrived at 11:57am, which was well within the 8:00am to 5:00pm service window scheduled. While our goal is to provide service to our customers within the service window provided, there are times when these expectations cannot be met. An earlier lengthy repair, traffic or overbooking a route can cause a technician to run late. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback and that we do not take his concerns lightly, as his information helps us identify any negative trends and gives us the opportunity to work towards rectifying any shortcomings within our customer service network Although Mr*** has indicated that he will no longer use Sears Home Services in the future, we hope that he reconsiders. With that said, since we have completed the service to Mr*** appliances, albeit later than expected, and documented his comments accordingly, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her SYWR account
We have with Ms*** regarding her concernsAfter reviewing the transactions in question and the terms of the promotions she wished to apply, we found that she did not qualify for the points she was seekingHowever, we offered to provide her with $worth of points as a customer courtesy and she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and 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 *** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed our review of Mr*** rebuttal complaint regarding the previous response provided *** *** Store General Manager for Unit *** provided the following response: After reviewing the rebuttal complaint filed, we would first like to apologize again for Mr*** experienceThis letter is to confirm that Mr*** has accepted delivery of his refrigerator and I have processed his additional $offShould Mr*** have any further questions or concerns, we encourage him to contact our store directly at *** so that we may address his concernsWith that said, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with Mr*** in regard to this issue and he informed us that the matter had already been resolvedIn the future, we would encourage Mr*** to contact the SYWR care team at the phone he was given should any further issues ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist Sears Holdings Corporation *** *** ***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernice *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on August 29, 2016, explaining the replacement process. Our records show that Ms*** selected a new washer that same day from her local Sears Dealer Store. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a replacement or refund Upon receipt of this complaint, we researched the order that was purchased a year agoWe found that the store that shipped the product was in Tennessee and Ms*** is located in North CarolinaThe nearest stores are small hometown stores that may not have the product available in storeTherefore, we have decided to issue a $gift card which she can use towards the purchase of a new Kenmore coffee maker onlineThe same item is currently available online for $and the gift card should cover the tax plus shipping feeMs*** can expect to receive the gift card in the mail within to business daysWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms*** have any questions, she may contact me via email at *** In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Alan *** ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding his LG refrigerator
Upon receipt of Mr
*** complaint we reached out to offer service under his manufactures warranty through Sears's service but Mr*** informed me that LG had refunded them for the purchase of the refrigeratorSince LG has refunded Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While the case is NOT ready to be closed, the local Sears rep is on itThey are currently waiting on information from the manufacturer, *** in KoreaAgain, the case isn't solvedBut, I understand why Sears needs more time.
Sincerely,
*** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her layaway order It is unfortunate that we failed Ms*** expectations when she recently used Kmart layawayWe value her patronage and can assure her that her concerns have been forwarded to management for review Ms*** indicates that her layaway order may have been cancelled due to non-payment. In case Ms*** is not already aware, our layaway service allows customers to make payments every weeks, for to weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. Layaway progression or cancellation for non-payment is an automatic process that our store personnel is unable to delay or change even at our customers’ request. With that having been said, a manager from Kmart Store number *** contacted Ms*** on Monday, February 15, 2016, and offered to issue her refund in the store. Ms*** accepted this offer and returned to our store to receive her refund. Therefore, at this time we can only reiterate that we regret any misinformation Ms*** may have been provided about the cancellation of her layaway order. We hope that in the future she will allow us an 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. If she needs any further assistance she may contact *** ***, Manager for Kmart Store ***, directly at *** *** We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***, Sears
Home Services, Support Specialist provided the following response: Sears Home Services records indicate that repairs to Ms*** refrigerator were completed on November 23, During the service call the technician assigned to the call noted that he installed a compressor, condenser, drier and an access valveOnce the unit was reassembled the system was pressurized and was found to be operating as designedAdditionally a food loss reimbursement check in the amount of $was processed and should be received by Ms*** within the next 10-daysIf I can be of any additional assistance to Ms*** she can reach me at *** At this time, since we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 7,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 8***
Service Order #:
Revdex.com Case #: *** Vernier P ***
Via: Revdex.com Website
Dear Ms***
Thank you for allowing our office to assist you
with the concern you recently brought to our attentionOn behalf of Sears please know that we valued Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to confirm that we have completed investigating the complaint
According to our records the Sears' Product Repair Service (PRS) Department replaced the evaporator coil for the customer on 06/24/Moreover, the Sears' technician also tested everything and the unit is working the way it shouldI spoke to Ms*** on 07/01/and she confirmed that the service is completed and the unit is working
As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 800-*** extension *** or via email at richard.***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Vernier P *** via First Class Mail
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,
*** ***
Revdex.com:
Shortly after I made this complaint and well before they could have found out about the complaint, the local store did reach out to us with a cash refundI am satisfied now that I have received my refundThis matter can be closed
Sincerely,
*** ***
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,
Mandy ***Thank you Sears for your replyIt's a sad outcome for sure for everyone involved I have spent over $5,in the last year at Sears purchasing Craftsman hand tools, tool boxes, power tools including all our lawn and garden equipment, to which can all be verified using my Discover Card Statements, this outcome will be most detrimental for SearsI was informed by the Sears Representative who introduced herself as the Manager that I was not eligible for a refund until repairs had been madeAlso these statements can be corroborated on the Sears Service Tickets as each time I went in for a repair my request for a refund was written in on the ticketI requested and then ultimately demanded a refund each and every timeAnd considering I had to take the lawn mower in for repair within days of purchase and the length of time it took for the repair (took it in August and received it October 2016) this option as per your returns policy was not a viable option from the get goI feel this was an easy way for Sears to escape the responsibility of taking care of its customersAnd as stated before I have been a customer that spends a great deal of time and money with SearsThis will change todayAs it appears Sears is in the position that it is closing stores and losing revenue and cutting jobs across the country and to make such a frivolous decision to save $all supported by a policy that was never a viable option for my purchase will prove to be another nail in the coffinI replied to an email even willing to accept a 25% reduction off the original purchase price to account for the minimal usage and wear on the mower as I have used it less than times in the last months as it has been in your repair shop more than my garageI felt that was a fair offer, an exchange for another mower with potential problems is not a fair offerThe offer of an exchange not only forces me to accept the same mower again, it also forces me to deal with the same Sears representatives that would not allow me the refund due to their lack of compliance with company policies in the first placeIts clear to me that the employees of that repair center are clearly uneducated or otherwise uninformed of the policies of the very company they representIncidences like this could be a substantial factor in the overall profit loss Sears has experienced in combination with other factors I am sure, resulting in the ultimate decimation a company that has been around for over yearsIt is that mindset and uniformed thought process that has brought us here, not my inability to return a product before daysI did bring it backI was refused a refund without implementing a ridiculous repair process that was to be no less than repairsI am a loyal Craftsman tool user and fortunately for me I can also purchase these items at my local Ace Hardware and Atwoods storesOften times due to Craftsman's incredible warranty protection I can even purchase items at local pawn shops or online and still receive better protection than I did from SearsIt is no real loss to me, an inconvenience for sure in regards to the mower but a relief it has come to an end for us bothI can now spend my time and money elsewhere and can now purchase a new mower that actually works If you choose to reconsider your offer then I will gladly hear itOtherwise I will consider this matter resolved and no more of my time or money shall be wasted with Sears. Sincerely, Mandy ***
Initial Business Response /* (1000, 10, 2015/07/08) */
July 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
her customer experience upon delivery of her appliances
It is unfortunate that we failed Ms***'s expectations when she did not meet the delivery date that was provided to her at the time of purchaseWe value Ms***'s patronage and understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted
Our records show that due to not having the correct address, it caused a delay in receiving her purchased merchandiseOur records also show that the delivery was completed on June We called Ms*** to discuss the concerns brought forth in her complaintFor any inconvenience this may have caused, we offered Ms*** a sales adjustment of 20% off her entire, which was satisfactory to herWe hope that Ms*** purchased appliance will provide her with long term satisfactionAt this time, since the delivery of Ms***'s purchased appliances has been completed and courtesy compensation was provided, we have closed our files
We 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
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for the store to ship the shoes We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe 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 the order was shipped from store *** We have sent an email correspondence to the local store to address the matterShould Ms*** have any questions, she may contact the store directly at *** *** or email me at *** In the interim, we have closed our file, pending the store's response 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