Sears Holdings Corporation

Initial Business Response /* (1000, 11, 2015/09/03) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
September 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding his recent parts order
*** Support Specialist for Sears Parts Direct, provided the following response:
It is unfortunate that we failed Mr***'s expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we were able to locate two orders and have issued a full credit to the original form of paymentAdditionally, we contact Mr*** to advise him of our resolutionWe hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** - Dawn ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her request
to be refunded in full, including a fee that is usually non-refundable, due to misinformation she was provided
We would first like to clarify that the reason our technician could not provide the repair in warranty was not because we were no longer providing warranty service for Whirlpool and the brands they manufacture such as Maytag, but because the service order itself was not set-up, or authorized, through WhirlpoolBecause of this the charges would not have correctly reflected as being charged to the manufacturer rather than being a collect callSome of the confusion though most likely happened due to the fact that one of the other service businesses we operate through Sears Holdings ceased having a contract with Whirlpool to provide warranty repairsAny that were scheduled though through Whirlpool would still have been covered
With that said, since the technician did not correctly advise Ms*** from the beginning that she needed to contact her manufacturer to have them sa warranty call so that any warranty work would be covered, we agree that a refund in full would be appropriateAccordingly, if Ms*** could email me at Dana.***@searshc.com or call me at ***, and provide me with the full digits of her Visa card ending in 9902, we would be happy to refund her any monies that our system shows were not refunded; we would note that we do not need the security code or expiration date for the card as this is not needed to process a refund rather than a saleIn the interim, since we are willing to ensure Ms*** is refunded in full and are only awaiting the credit card information that we can no longer access in our system due to the length of time that has elapsed, 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,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** L Allen #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and a service call to repair her *** laundry centerWithin her complaint Ms*** alleges that the Sears laundry technician dispatched to her home to repair her laundry center damaged itThe complaint goes on to state that the technician suggested Ms*** turn off the power to the unit "for safety reasons" until the unit was repairedShe continues and says that the real reason is because they didn't want me to know about the damage they didMs*** alleges that the technician shorted out the wiring to the washer, this is not the caseIt is important to advise Ms*** that it is a safe practice to remove power when servicing an electrical applianceUnplugging the power cords is the way, but if there is no access or if it is hard to access the cords, then flipping the breaker to turn the power off should be done for safety reasonsThese *** units are unique with having separate cords for the washer and dryer; they have a 120v power cord for the washer and a 240v volt power cord for the dryerWhen Ms*** called Sears for service, the dryer was not runningThe technician diagnosed that the dryer needed a new belt, motor and blower wheel. Since the technician followed protocol by turning off the power to her appliance before servicing it, and Ms*** has no proof that he caused any damage to her washer, we will not be refunding the trip/diagnostic chargeAccordingly, 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 ***.***@searshc.com

Complaint: ***
I am rejecting this response because:
At this time I am rejecting the response until the matter is resolved. Although it was past the day time frame for returns the manufacturer agreed the item was defective but yet Sears would not help
their customer (me) in this matter when the manufacturer refused to do so. The response from Sears is nothing less than I received every time I called Sears, "its not our problem its the manufactures" but I AM the customer of Sears and only purchased from them because I trusted Sears to take care of their customer. I have indeed been contacted from the manufacturer this week and when they have resolved the matter I will close the case. Sears is still liable in selling me a defective product and at a bare minimum should have made sure that I was taken care of after they sold me a defective product
*** ** ***

After literally 20+ long phone calls that have consumed many, many hours of my life, the stove is just sitting in my entryway blocking the walkway to my living roomSears left it there a week ago, forgetting to remove my old stove, a service which I paid forI have rescheduled this pick up several times, had the situation "escalated", spoken with managers, and have been assured that the delivery people were on their way several on several occasions, and yet the old stove remains disconnected in place and the new one is still in entryway blocking access to the living roomI live in a condo, so there is nowhere I can put the old stove in the meantime
I should also mention that they forgot to deliver the gas connector that I ordered and paid forThat still hasn't arrived either
They also delivered a refrigerator that I did not order, so they moved my food into the new warm fridge, then realized they had made a mistake an hour later, then moved my food back into my old warm fridge, causing some of it to go badNo apology from them
They also did not inform me that the dishwasher requires a power cord when I ordered the product through a chat with a Sears employee on their website, so I cannot even install the dishwasher I ordered until the power cord ships later this week This was another hour of my life wasted on the phone trying to resolve
In my life I've dealt with plenty of issues with banks, cable providers, and even contractors while having a house renovated, and this is by far the most frustrating experience I've ever had with any company Most days over the past week I have spent what has felt like an eternity being passed from department to department, with assurance after assurance that my situation would be resolved, but nothing ever happensIt's starting to feel like I'm in a bad reality TV show and someone is about to tell me this is all a jokeNothing is resolved, phone calls all get the same scripted "I'm sorry, but you'll have to wait more days until we can ATTEMPT to pick it up again and there's absolutely nothing I can do" and now they're telling me that there are no managers "available" to speak with me They take absolutely no responsibility for their mistakes, and instead ask me to continue to wait while I stare at a stove in my living roomAbsolutely unprofessional and unacceptable
I want to cancel my order and order through another company, but in all seriousness I don't think Sears is actually capable of making it to my house to pick up the part of my order that did ship correctly
Yes, sometimes you can get a better deal through Sears, but you get what you pay for with their lack of organization and professionalismI would have gladly paid a lot more to avoid what has become and continues to be the most frustrating experience I've ever had with any company

June 8, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and request for a refund It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that Sears Online had already processed a refund on June 2, A total of $was credited under return receipt number *** and $under return receipt number *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted Mr*** concerns, 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

I am not a bit surprised that 98% of customer reviews for Sears are negative I am beyond frustrated and am absolutely appalled as a result of our recent experience We purchased a *** oven a few years ago We are having to replace the fan motor for the second time We had a technician come in December to diagnose the problem I made the appointment on the Sears website Apparently, they use a variety of repair companies and sent a technician from *** He examined my oven and explained what the problem was We made an appointment to have the repair done on December 22nd The technician was a no show and didn't even bother to call We rescheduled for today, January 17th, and again, the technician did not show up and did not call I did; however, receive an email saying that my appointment had been rescheduled for January 25th I called to discuss this with a Sears representative and they would not help...they said it was ***'s issue *** said that there was nothing they could do...the 25th would have to do I am in disbelief that both Sears and *** think it is okay to treat their customers this way I cannot believe that neither would take steps to get a technician here today, after what we've been through I will not be using either company again I would seriously think twice before purchasing an appliance from Sears or scheduling repair through them Their products are apparently not made well and when they break down, you will have extreme difficulty getting someone to show up to complete repairs on the day and at the time promised

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** ** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her home air conditioning system*** *** Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms*** home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms*** I invite her to contact me directly at *** That said 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 ***

January 13,
0in 0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his dishwasher.
We apologize that Mr*** dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come 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
In Mr*** case, he purchased his dishwasher on December 26, and the manufacturer’s warranty expired a year after on January 3, 2015. Our records show that repair was completed on Mr*** dishwasher on 1/12/and is now working as designed. Because we value Mr*** patronage, we have processed a bank check in the amount of $to refund him the cost of the trip/diagnostic fee. It will be received in 7-business days to the address listed on this complaint. That being said, because we have refunded Mr* *** for his trip/diagnostic fee and the dishwasher is working as designed, we respectfully request this complaint 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 concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from Sears Outlet*** ***, manager of the Fenton Sears Outlet provided the following response: On January 10, at 2:45pm I contacted Ms*** and apologized for the issues that she's had with the refrigerator. That said I offered Ms*** a "new in box" replacement of the exact same refrigerator that she currently has in her homeThat offer was and Ms*** new refrigerator will be delivered to her home on Thursday, January 12, Moving forward, if I can be of any additional assistance to Ms***, she can reach me at the store by calling ***Since we have noted the actions taken to resolve 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 ***

I ordered robes for the Sears website on 11/26/When I received the robes, one of the was not the one I orderedI contacted someone on the Sears website via their chat optionI was told by them to go to the only Sears location in my area that has the robe and return itThe problem was that location is minutes from my houseSo I called customer service and was on hold for minutes before getting to speak with an associateWhen I finally got to speak with an associate, he told me the same thingI told him that wasn't going to happenI didn't order the wrong robe, they sent me the wrong robeSo we agreed that I would return the wrong robe, and he would place the order again for meHe then wanted to charge me to ship the correct robeI refused to pay shipping on something that was not my fault and requested to speak to a supervisorHe denied my request to speak to a supervisor 3-timesHe said he'd give me a credit for shippingFineIn the end I didn't get charged for shipping, but the associate put down the wrong addressWhen I discovered this, I contacted the Sears Official *** page againThey informed me the address on my account was correct, but the address the package had on it was not an address and it should get sent back to them and I'd be refunded when that happenedI checked the tracking informationThe package was moved around to different post offices, and supposedly it was delivered yesterdayI don't know where they delivered it to, because that address doesn't existI did not get the packageI tried calling them again this morning, and I got told by the worst automated system on the planet their offices are closedI have once again attempted to contact Sears through their website and I am waiting for a responseThis is the worst experience I have ever experienced shopping online, and my only experience doing an over the phone orderI'm seriously considering never shopping at Sears or *** ever againI'm out money and a Christmas present, and Sears doesn't seem to care

February 2,
"Arial","sans-serif"">
Revdex.com
Attn: *** ***
North Wabash Ave., Ste Chicago, IL
Our File No: ***
Service order #: ***
Complaint ID: *** *** * ***
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 value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed investigating the complaint
Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears 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 mannerThe Product Repair Service (PRS) Department was notified about Mr***’ complaint regarding the alleged lack of customer service he received from the Sears’ technician and customer service representativesThis is would not be the process for our techniciansPer Sears’ policy, the matter has been reviewed and addressed by the appropriate management
As the investigation has been completed, we are closing our file at this timeIf you have any further questions or concerns, please contact me at *** *** *** ** *** *** ** ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** * *** *** *** *** ***

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her patio furniture
set
We have spoken with the manufacturer and it was our understanding that they will be contacting *** *** regarding this issue and they will work with her to find a resolutionIn light of the aforementioned information, we respectfully ask that this matter be considered closed
In closure, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***

Complaint: ***
I am rejecting this response because:
A fair settlement would be full reimbursement from the repair person and half of the original purchase price paid,
Sincerely,
*** ***

Nita ***
Revdex.com
North Wabash Ave, Ste***
Chicago, IL
Re: Crystalynn *** *** # 9***
Dear Ms***:
We have completed the investigation of Ms***s complaint regarding a
refrigerator purchased from Sears
Keith ***, Manager of the Sears in Elyria provided the following response:
Sears Home Services came out and checked the refrigerator that Ms*** said was not cooling and was unable to find an issue with the unit, it was cooling as expectedThe technician indicated that the possibility existed that there could be a polarity issue with Ms***s outletOn June 11, 2015, Mark ***, Sears Hardlines Assistant Store Manager contacted MsMs*** to discuss the outlet polarity issue, she was going to have the outlet checkedWe still have not heard back from Ms***That said, we ask that this letter be Sears written request to have Ms*** contact myself or Mr*** at the store, we can be reached at ***An additional update will be provided when we have spoken to Ms***
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

June 17, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and failure to provide an exchange for an undergarment item she purchased with Kmart layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with an item she purchased using Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Kmart Store ***, contacted Ms*** and offered to exchange the item. Ms*** accepted and stated she would return to the store the week of June 6th to complete the exchange. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested 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 *** *** *** ** ***
*** *** ***
We
have completed the investigation of *** *** complaint regarding her inability to purchase a gazebo for $*** when it has a regular selling price of $*** As clarification, the reason that *** *** was unable to place his order for the lower price, was because we had an error that was causing this item to show for $*** when that was not intended to be the price. The correct price was showing in the shopping cart and the incorrect price was only showing on the link she mentions. When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages. When *** *** saw this price we were still in the process of correcting the error While we understand *** *** frustration, the fact is that although we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there will be times that an error might occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted, which was the scenario applicable to *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer: “IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor *** *** request to purchase the gazebo at the incorrect priceHowever, we are willing to discount the correct price *** by 15% if she wishes to place an orderI may be reached via email at *** if she wishes to accept In closure, 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 Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***

, we have been waiting very patiently since 3-10-for our new floorsWe found out today, we have been screwed!!! Not only were our materials never ordered with the $we put down, but they want to renegotiate the contract and charge us over $more!! Needless to say we have canceled our deal and have someone else coming out tomorrow to start the process over againThen, Sears says we never paid them $That's funny because I have a debit taken out by Sears that cleared my account on 3-The had better have our money back in our tomorrowPisses me off that we have been sleeping on our floor for over a week expecting floors tomorrow and now we have to start overI'm so frustrated right nowSears is out this $floor job and the windows we are planning to replace soonBig mistakeThe sales rep (James ***) deceived us by asking us to sign a revised contractHe told us we would not pay extraThe new contract states $additional Jeff *** of the Cayce SC home improvement div, stated he never told Mr *** that and we would have to pay for Sears' mistakeWe have been displaced from our home for daysI spoke to Mr *** who seemed to care less about losing our business

January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding the *** elliptical exerciser she ordered from sears.com mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com. Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order. If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer. This is why most online merchants have similar terms and conditions. Most online retailers post similar terms of use, and we stand by our disclaimer We sincerely apologize to MrsKenney for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refundedWith that having been said, our records indicate that Sears issued a refund of $to Mrs*** *** account and $to her Shop Your Way Rewards account ending in *** on December 8, 2015. Since a resolution appropriate to our Terms of Use has been provided, we have closed our file regarding this matterWe 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 *** *** *** ***

I order 4***, one had a lock on it took me days to get the lock key offAnother flat out does not work, I asked d for an exchangeI not onlyI as told to contact the company *** electronics the company used for the itemsThe company did not respond via email or *** Sears has told me it is top priority that they will exchange the item but yet weeks later I am without a refund or working itemSears has given me the speech about me being top priority and all have a response in 24-48hours for over the last couple of weeks