Sears Home Outlets

Initial Business Response /* (1000, 6, 2015/07/22) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms.[redacted] complaint regarding a tractor purchased...

via www.sears.com.
Our records indicate that a new battery was installed into Ms.[redacted] garden tractor during a service call that was completed on July 10, 2015. Once installed, the unit was tested and was found to be operating as expected. We apologize for the premature failure of the battery and appreciate Ms.[redacted] patience during the repair process. Since we have installed a new battery into Ms.[redacted] tractor, we ask that this complaint be closed.

We apologize to Ms.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]

December 21, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience....

  The correspondence Ms. [redacted] provided us with did not include enough identifying information to locate the order or her Shop Your Way Rewards account mentioned in her complaint. We contacted Ms. [redacted] at the telephone number provided and spoke with a gentleman that explained that they did not file a Revdex.com complaint about their Shop Your Way Rewards membership. If this is incorrect and Ms. [redacted] still requires [redacted] then we ask that she provide the correct email address, telephone number, she used. Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms. [redacted]. At that time, we would be pleased to re-open Ms. [redacted] complaint.  Should Ms. [redacted] have any questions, she may contact us via email at [redacted]     We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11023260, and find that this resolution is satisfactory to me.
Sincerely,
Catherine [redacted]

Complaint: 10948661
I am rejecting this response because:Sears refuses to accept responsibility for their mistake. My complaint CLEARLY outlines the date in which the item was advertised to be ready for pickup in store as November 12. Yet, Sears responds with how the package was at a Houston UPS hub on Novelber 13. Sears continues to blame UPS but the package was delivered based on the shipping method chosen by Sears. Sears reached out to me on Novelber 27th offering me the 10% off as well. But what I find interesting is as per this response, I was refunded on Nov 22nd, 5 days BEFORE she contacted me, suggesting that Sears has taken zero effort into this situation, prior to offering a resolution. The offer of 10% discount is a generic offer in efforts to appease the customer.
My original request stands and I would like to speak to a senior executive directly before considering this as resolved. 
Sincerely,
Ricky [redacted]

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding an ice
maker purchased from Sears Outlet. We
have made contact with The [redacted] who...

are currently out of town. That said, upon
their return we will be processing an exchange for another ice maker. When [redacted] return home, they can contact [redacted] at the Morrow Sears
Outlet by calling [redacted]. Since
it is my understanding that [redacted] were satisfied with the actions
taken by Sears to address their concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]

January 12, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   Dear [redacted]   We have completed the investigation of Ms. M[redacted] complaint regarding her online order and request for...

the order to be cancelled.   It is unfortunate that we failed Ms. M[redacted] expectations and we can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order we found that Sears Online processed a refund on December 30, 2015, for $257.72 back to her [redacted] account ending in [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However I will never do business again with Sears or Sears.com.
Sincerely,
Laura S[redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...

recent order.
As clarification, anytime a refund of any type is issued, if SYWR points were used to make a purchase, the credit will be issued in points first. The terms of membership for SYWR clearly state: "Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balance. In the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value. For example, this would apply if you purchased an item for $100 and earned 5,000 Points, you redeemed those 5,000 Points on another purchase and then returned the $100 item you originally purchased. If you still have more than 5,000 Points in your account, the Company will deduct 5,000 Points from your account when you return the $100 item. But if you only have 2,500 Points in your account, the Company will deduct 2,500 Points from your account and may either (a) deduct the other 2,500 Points from your account to create a negative account balance of -2,500 Points or (b) convert the Points shortfall (2,500 Points) to its Redemption Value (assume it is $2.50) and deduct that amount from your refund, so the amount of your refund upon return is $97.50 instead of $100." Despite that fact, we have granted Mr.[redacted]s' request as a courtesy and a credit for $13.00 was issued to her account today. This credit should reflect within 3-5 business days. The points Ms.[redacted] was given have been removed from her SYWR account. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
Again, we apologize to Ms.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears settlement of $13.00. However, I am highly offended by Sears' implication that I do not know how their rewards program works and that I was asking for something more than what I was overcharged. Sears advertised a specific price in their on-line advertisement but then overcharged me $32.10 when I finalized the on-line transaction. Any points I used were based only on the advertised price and were NOT part of the overcharge. I only wanted a full refund of the overcharge - not a partial refund and the rest in something of a lesser value. Complaints against Sears on the internet reveals that I am not the only one on whom Sears has tried this fraudulent practice. I will never make an on-line purchase from Sears again.

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding the
purchase of appliances from Sears Outlet and having them serviced. [redacted]...

[redacted]
General Manager of the Jacksonville Sears Outlet, provided the following
response:I
have been in contact with [redacted] regarding the concerns noted in her
complaint. She has agreed to send me the information for the repair of
dishwasher. I will be providing a sales adjustment back to the dishwasher for
the cost of the repair. Additionally, we will do the same for the repairs of
the range. If I can be of any further assistance to the [redacted] I can be
reached at [redacted] or via email at [redacted] Since it is my understanding that [redacted] and [redacted] are satisfied with the
aforementioned resolution to their complaint, we ask that this complaint be
closed. We apologize to [redacted] and [redacted] and appreciate
the opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611     Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the purchase of a range from Sears Outlet. [redacted], Sears Outlet...

Sales Manager provided the following response: We have ordered and delivered Mr. [redacted] a Kenmore gas slide in range. The sales check referencing the range is [redacted]. If I can be of any assistance to Mr. [redacted], he can reach me at [redacted]. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   Re:  [redacted] - Darlene [redacted]   Dear Ms. [redacted]:   We have not fully completed our investigation of Ms. [redacted] complaint regarding service.   We had set service for Ms....

[redacted] with a senior service technician and are currently waiting completion of that service. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If Ms[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved.  We respectfully ask that this matter remain closed at this time.     We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.     Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted]@searshc.com

February 5, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: #11023260 – [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with our...

customer service and non-receipt of a refund for her cancelled kmart.com order.   It is unfortunate that we failed Ms. [redacted]’ expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records indicate that a refund of $170.81 was issued to Ms. [redacted] on January 15, 2016.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the 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.  We respectfully ask to have this matter closed since we have noted Ms. [redacted]’ 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,  Nicki [redacted] Regulatory Complaint Specialist [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As soon as Sears found out about my troubles through the Revdex.com, they called my husband and we are scheduled to have a new treadmill delivered on 11/19/15.  The manager stated that she really wished I would have called Sears directly, which I did do in the beginning.  And they told me to call [redacted], and that is where the troubles began.  I am truly hoping that I somehow got into a bad loop and just couldn't get help with anything.  Sears is starting me out fresh and am hoping this works!!!   The manager at Sears was very sorry and did right by me thus far.
Sincerely,
[redacted]

April 20, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding Sears Duct Cleaning.   Upon...

receiving Ms. [redacted] complaint regarding Sears Duct Cleaning, we contacted the local office for assistance. Quality Control Manager [redacted] confirmed that the second UV light should have been installed at no additional cost, per her previous agreement with Ms. [redacted]. On April 20, 2017, Ms. [redacted] confirmed that the second UV light was installed on April 15, 2017, at no cost to Ms. [redacted]  Furthermore, Ms. [redacted] confirmed with Ms. [redacted] that she was satisfied. With that said, we ask that this matter be closed.   We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I don't know where the "disclaimer" is openly seen.  After reviewing the site again, I still cannot locate the verbiage indicated in their response.  I also don't agree with the 'timely manner' for cancellation of order.  I placed the first order on 4/18 and the second one on 4/19.  I received email confirmation immediately on both, I received verbal confirmation from the Sears Hometown Appliance Store on 4/21, I received verbal confirmation from the local store on 4/24 (my name was on the delivery list but no washing machine showed up at the store) and was instructed that it should be delivered the following week since it missed delivery on 4/25.  Payment for my order was taken out of my account 4/21 - if they already knew they were cancelling the order in a 'timely manner' why take payment 3 days after order was placed?  Payment was not returned to my account until 5/1.  I didn't receive email notification of cancellation until 4/27 - 2 days after the delivery date I was given verbally on 4/21.  This is not an acceptable resolution the issue of false advertising and bait and switch tactics.  On one of my numerous phone calls to the company they offered me the exact same item at a greatly increased price from what was advertised.
Sincerely,
[redacted]

August 3, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. V[redacted]   We have completed the investigation of Dr. F[redacted] complaint regarding his recent online order...

experience and his request for a refund of the cancelled order.   It is unfortunate that we failed Dr. F[redacted] expectations as we value his patronage. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We 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 the order, we confirmed that the local Sears Outlet store issued a refund on August 1, 2017, for $858.86. For Dr. F[redacted] records the return receipt number is [redacted]. The credit should post to his account within 3 to 5 business days. Additionally, we hope that in the future Dr. F[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Dr. F[redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  E[redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: [redacted]Dear Ms. [redacted]We have completed the investigation of Mr. [redacted] complaint regarding his recent authorization for a replacement.After researching the...

complaint filed, we found that Mr.
[redacted] had been authorized for a replacement on April 12, 2015. While the
request to process the replacement was sent on June 12, 2015, it was not
processed. Therefore, we emailed Sears Sellers Orders department to assist with
processing the replacement request. It appears that the local store processed a
replacement on November 7, 2015, for the new item [redacted] with a delivery date
of November 9, 2015. For Mr. [redacted] records the new replacement receipt
number is [redacted] We understand that Mr. [redacted] has been without his
unit and we would be happy to issue a refund of $35.00 for the 17 weeks he
stated he was not able to use the IFIT program. For Mr. [redacted] records the
refund receipt number is [redacted] and the check of $35.00 will be mailed
within 7 to 10 business days. Additionally, we have sent an email per his
request to the Service Contracts department regarding his contract to see if
they are able to transfer the remaining warranty over to the new product.
Should Mr. [redacted] have any questions regarding his contract, he may call them
directly at [redacted] We apologize again for the inconvenience Mr. [redacted]
experienced with the delay in receiving his replacement. We can assure that his
concerns have been forwarded to management for review so that future problems
of this nature can be averted. Additionally, we hope that in the future Mr.
[redacted] will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, since
it is our understanding that delivery was completed today, November 9, 2015, 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,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611
[redacted] We have completed the investigation of [redacted] complaint regarding a
[redacted] treadmill.[redacted], Assistant Store Manager of the Sears in La...

Crosse provided the following
response:On
Tuesday, November 11, 2015, we processed an exchange for [redacted]. The new
unit has been ordered and is expected to be delivered to her home on November 19,
2015. We truly apologize to [redacted] for the inconvenience noted in her
complaint. If I can be of any additional assistance to [redacted], we respectfully
request that this complaint be closed. We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Melissa [redacted] #94575736
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a refrigerator purchased from Sears.
James [redacted], Brand Central Manager...

from the Burnsville Sears store provided the following response:
Sears item #79433 references a Kenmore 23.8 cubic foot top freezer refrigerator with an internal water dispenser, the finish is stainless steel. We are replacing the damaged black refrigerator with one with stainless steel doors. Ms. [redacted] wants us to take the front doors off of the stainless fridge and put them on the black fridge and let her keep the custom looking fridge that has the stainless front and black sides. When Ms. [redacted] was in the store this was explained to her and it was our understanding that she understood that the stainless steel only comes with grey cases and black fridges comes with black bodies but she wants us to take two fridges and swap the parts to make a custom fridge, we will not be doing this. Additionally, our records indicate that on October 13, 2015 at 11:57am, Ms. [redacted] was provided with 160,000 Shop Your Way Reward points. The new refrigerator is scheduled to be delivered to Ms. [redacted] on November 7, 2015. At this time, since we have noted our response to Ms. [redacted]'s complaint, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com