Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** We have not yet completed the investigation of *** *** complaint regarding Sears Home ServicesA Sears Home Services technician is scheduled to be dispatched to *** *** home on Friday, March 11, We will provide an update when we have the results of the aforementioned service callWe apologize to *** *** 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 ***

August 9, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Heather *** - # Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her trash compactor and a plumbing issue First, we would like to apologize to Ms*** for failing her expectations when she contacted Sears Home Warranty for a trash compactor and plumbing repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Brian *** with Sears Home Warranty. He responded on August 5, 2016, that a plumber returned to Ms***’s home on August 3rd to resolve the plumbing concern. Additionally, Ms*** accepted a claim credit of $to replace her trash compactor. Since it is our understanding that Ms*** is satisfied with the resolution of her complaint, 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 12,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
Re: #*** *** ***
Dear Ms***
We have completed the investigation of Mr***’s rebuttal
We have reviewed both our response and Mr***’s rebuttal, and we do not find that he has brought any new information to his complaintEmails were sent to the address Mr*** noted as well as the one used to place his orderWe apologize if Mr*** felt that he agent that assisted him was being deceitful and that we defended himThat was not our intention at allWe simply were trying to explain what may have occurred and convey that the information he was looking at may have been different from what Mr*** was able to seeWhile it seems an error was made, we do not feel there was any malicious intent behind itWhile we understand that he was dissatisfied with the service he received, we feel our offer was sufficientHowever, as a final gesture of goodwill, we have issued a $gift card to Mr***’s home addressThe gift card should arrive within 10-business daysUnfortunately, 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***’s case, we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final.
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#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding her delivery experience and damage to her washerWe have attempted to contact Ms* *** by telephone, but have not been able to reach her. Our agents left three messages with their contact information between November 30th and December 1st, asking for a return call to discuss this issue further; however, Ms* *** has not yet responded. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. Our records do show that our store has been in contact with Ms* *** and that delivery of her washer was completed. However, if she still requires assistance, she is welcome to call 1- ***, option 1, and speak with any Delivery Specialist. We ask to have this matter closed in the interim, pending Ms*** responseWe apologize to Ms* *** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Scott ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dryerWe apologize that Mr*** dryer failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision Mr*** notes in his complaint that his dryer made noise when it was installed on April 23, 2010, almost years agoSears has no record of begin contacted or service being called to have the dryer checked until December 20, 2016, over years laterThat being said, Mr*** did not purchase additional coverage, his manufacturer’s warranty expired in April and his purchase was made over close to years agoAs such, we feel it is unreasonable to expect Sears to bear the cost of repair and we are unable to grant his request. We sincerely apologize for any inconvenience Mr*** may have experienced and respectfully ask that this matter be 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 concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Initial Business Response /* (1000, 7, 2015/07/02) */
July 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Ruby ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with the performance of the washer she purchased and her request for an exchange
James Kitchen, Store Manager for store 2435, provided the following response:
The situation with this member (Ms***) has been straightened out at the store levelAs you noted an exchange was setup and when the delivery team came out they brought her the same washer she already had not the new one that delivery had setup to exchangeFrom there I believe it got a second attempt at an exchange and again they brought out the same washerThen the member was told by delivery it was no longer available
She (Ms***) came into the store on 6/17/and Sonnika (her sales associate) and myself took care of an exchange for our floor model of the unit she wantedWe processed the return as a separate transaction *** and let the delivery team know that unit had to come back to usThe transaction *** had the credit back to her card and the transaction *** has the new charge
We just contacted the member (Ms***) and she is pleased with the new washer and glad we finally got it all fixed for her
With 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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***

Revdex.com
Unfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the
washerFurthermore,, we changed to liquid detergent when we advised by the technicianWe also use the once a month cleaner for the washAs a result of all this not working
for us we now use less than the recommended amount of liquid detergentOn the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and
when the wash was finished the clothes came out with the white residue we have been complaining about all along. When we brought it up to his attention he advised us to wash again
with detergent. As far as their claim that we overload the washer; that is not true. We do not overload the washer, we are very careful and try to even out everything.
All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgusting. While is true the technician pointed out to us that there was soap
build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside. We strongly believe that our washer does not work correctly
and sears should allow us to return it. All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not doneOur washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home
I hope you can sense our frustrationI just cannot understand why they donot accept responsibility.
Complaint: ***
I am rejecting this response because:
Sincerely,
George ***

Sears Does Not care once they have your MoneyI bought a lawnmower back in April and have used it timesIT has been in the sears repair center times alreadyI tried to take it back to the Sears store at *** *** Mall in Pineville, NC after the first issue of it not starting The store manager came out and told me that it was a couple days past the store return , to take it to the sears repair center - Really ? Thats how you treat customers? He kept stating policy , POLICY, POLICY!!! A couple days out of store return and my nightmare startedWaited weeks for the mower to come back Used it time and it started doing the same thing as the original problem - stalling and then not starting back up It is still in the repair centerBUT, I received a phone message from sears days ago telling me it was ready for pickup I also received a phone message from Sears days ago telling me there was a Charge of and change for parts not covered So , Today I go to pickup my mower and they cannot find it in store .Then they tell me it hasnt been worked on because I have not authorized them to charge me for the and change ( message said nothing about authorization ) I dont know who is Running this business , But they are Running it into the ground by Stating - policy - and giving such Terrible customer service This was not my first Sears purchase in the last year ( all had some issue that sent up red flags as far as customer service ) , But It was my LAST purchase EVER at Sears or Kmart ! BUYER BEWARE, Customer service is non-existent - DO NOT shop at SEARS or KMART !!!!!!!

November 18, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding the replacement of
her built in oven.Upon receiving *** *** complaint, we would like to apologize that her new range failed sooner than she anticipated. We would like to note that *** *** has been speaking with our Customer Solutions team regarding her complaint and agreed to exchange her range and add a 20% product discount to which she accepted. Her new oven was delivered on October 27, and rung under salescheck# *** in the amount of $215.21. That being said, because *** *** agreed upon a comparable resolution, we have closed our file.We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.*** *** *** ***

Initial Business Response /* (1000, 11, 2015/09/03) */
September 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint
regarding the coverage of the *** Smart Plan she purchased on an outdoor canopy
Ms.*** would have been provided with a brochure of the Smart Plan at the time of purchase with the Terms and Conditions of the Smart PlanAs Ms.*** mentions in her complaint the damage to her canopy was due to wind, under Section 3, Coverage Exclusions part G it states:
"Repair or replacement of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the Covered Product according to the owner's manual instructions, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust, corrosion, animal, or insect infestation, damage caused by lightning and other acts of nature such as floods, tornadoes, hurricanes etc."
At this time Ms.*** can return to the store in which she made her purchase to obtain reimbursement for the *** Smart Plan she purchased on the product if she wishesSince we have explained why we will not be replacing or refunding the purchase of the canopy we have closed our case
We apologize to Ms.*** 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 13, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cashier was who indicated that the tent is completely covered and the pamphlet is not provided until after the purchase is made, so again I believe it should be required that this info is pointed out to customers prior to the warranty purchaseIf nothing is truly covered under the warranty, why would anyone want to purchase it? They wouldn't
Final Business Response /* (4000, 15, 2015/09/08) */
September 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms***
We have completed the investigation of Ms.*** rebuttal
We have reviewed both our response and Ms.*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied with the reply she receivedAs stated Ms.*** can return to the store and get a full refund of the *** Smart PlanAs Ms.*** has provided no new information to her complaint we have closed this case
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 direct
***@searshc.com

August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: #***- Harold M*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Why Not Lease It (WNLI) agreement Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that consumer are also are also provided with a copy of this agreement via email typicallyWe want to make it clear that WNLI is a separate entity and Mr***’s agreement is with themWe cannot interfere; she will need to contact WNLI with any further questions regarding her leaseWNLI did let us know that they had closed our Mr***’s lease on August 10, with no further payments due as a courtesyWe also had someone contact Mr*** in regard to his service planWhen they spoke to Mr***, he told us that his tablet had been stolenUnfortunately, theft is not covered for under his service plan; therefore, there was nothing that could be done in regard to that matter and we have closed our file as a result 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, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.***@searshc.com (***) ***-***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Outlet and the delivery of his new refrigerator*** ***, Sears Outlet Center, District Sales Manager provided the following response: On Thursday, February 4, 2016, the Sears Outlet in Tinley Park processed an exchange of Mr*** refrigeratorSales check *** references the exchangeOn Sunday, February 7, 2016, Mr*** received a new Kenmore Elite refrigeratorOn Tuesday, February 09, 2016, Mr***, who is Mr*** case manager, was advised that the delivery was successful and that he was satisfied with his new refrigeratorSince we have confirmed Mr*** satisfaction, we ask that this complaint be closedWe apologize to Mr*** 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 ***.***

Initial Business Response /* (1000, 5, 2015/06/25) */
June 25,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- Stacey ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding the pickup of and refund for her patio furniture, which was delivered damaged
First of all, we would like to apologize for any inconvenience Ms*** may have experienced as a result of this issueIt appears that there was some misunderstanding regarding the pickup dateHowever, our records reflect that the merchandise was picked up on June 17, and a full refund was issued the next daySince Ms***'s request for a refund was fulfilled, we respectfully ask that this matter be considered closed
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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***
***

July 11, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator 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 refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on July 11, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on February 1, 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, *** *** Regulatory Complaints Specialist

January 9,
*** ***Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms* ***placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** ** *** *** *** ***, Meridianville AL *** Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that there was a processing error with the first refundOn December 24, 2016, Sears Online reprocessed a new gift card to Ms*** via *** tracking number *** On January 3, 2016, Ms*** called in to unfreeze the gift card of $Since we have confirmed that Ms*** has received her refund gift card, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

July 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintThe copy of the receipt provided to Mr*** states, “Most items have a return policy of days from the purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions apply…” Mr*** had days to review the return policy as instructed on the receipt; and to inspect the tool, and return it if he was not satisfied with the purchaseAs previously stated, Mr*** can still return to the store with the item and a copy of the receipt for a warranty exchange on the toolWhile we understand that he is dissatisfied with our return policy, his request for a refund has been deniedThe fact remains that he did not return within the day period to return the purchase for a refundAs this decision is commensurate to the circumstances, we have closed our file
Again, 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
*** *** ***

November
21,
*** ***RevDex.com
North Wabash Ave., Ste#2006Chicago,
IL 60611*** *** *** ***
*** *** ***
We
have completed the investigation of *** ***
complaint regarding her
recent order According
to our records* *** *** spoke with *** *** from our Executive Office and
he was able to resolve this matter to her satisfactionAccordingly, we
respectfully ask that this matter be considered closedWe
apologize to MsSzczesniak 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 *** ***Tell us why here

April 14,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction with our appointment availability to service her televisionIt is unfortunate that we failed *** *** expectations when she recently scheduled a television repairWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, when our technician did not show for the scheduled repair on April 7, 2016, we authorized a replacement through the protection agreement she purchased for her televisionWe contacted *** *** and provided her the authorization information and instructions for the purchase of the replacementWe informed *** *** that the authorization will expire in daysWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

If I could put a multiple negative star I wouldThe technicians that have come to do the repairs have all been great, however the sears warranty and repair center is the worst company I have ever dealt withAfter this contract is over I will never NEVER purchase an appliance or warranty with sears againOur microwave has now been serviced 7-times since August and is still broken, they refuse to replace the microwave completely and keep ordering parts or refurbished parts and none fix the problemI will never recommend this company to anyone and can not wait to be finished with them

February 2, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr*** requestHowever, we want to make sure that the vendors selling merchandise on our website are responding to any member concernsAccording to our records, the seller, *** has responded to Mr*** but he did not like their replyWe did see that a $adjustment was applied to his account on January 21, as a courtesyIf Mr*** has any further concerns, he would need to address with the seller, *** according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy*** may be reached at *** *** or via email at *** In closure, 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, *** *** Specialist, Regulatory Complaints *** *** *** *** ***