Sears Home Outlets

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a washer purchased from the Sears Outlet in North Olmsted [redacted] Manager of the [redacted] provided the following response: Since receiving [redacted] complaint we have tried to make contact multiple times with no successWe have also emailed and have not received a responseThat said, if [redacted] needs additional assistance she can call me at the store, I can be reached at [redacted] I can also be reached via email at [redacted] Since we have noted that we have not made contact with [redacted] and would like to discuss her complaint with her and have provided my office number and email, requesting contact, 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]

Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Melissa [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding a refrigerator purchased from Sears James [redacted] , Brand Central Manager from the Burnsville Sears store provided the following response: Sears item #references a Kenmore cubic foot top freezer refrigerator with an internal water dispenser, the finish is stainless steelWe are replacing the damaged black refrigerator with one with stainless steel doorsMs [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 sidesWhen 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 thisAdditionally, our records indicate that on October 13, at 11:57am, Ms [redacted] was provided with 160,Shop Your Way Reward pointsThe new refrigerator is scheduled to be delivered to Ms [redacted] on November 7, At this time, since we have noted our response to Ms***'s complaint, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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

Complaint: ***
I am rejecting this response because the resolution is not adequate This whole system is a farce as well; I have contacted the rep by phone and email with no response It would be nice to be able to contact her directly This is a superficial customer service system
Sincerely,
Tony G***

Initial Business Response /* (1000, 5, 2015/10/12) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding a refund from
the *** *** Sears
***, Store Manager of the*** Sears provided the following response:
Our Customer Solutions group processed*** refund on September 29th, in the form of a bank checkTypically a consumer can expect to receive a bank check within 10/business days of processingThat said, if* check does not arrive by October 16, 2015, I ask that she contact me at ***Since we have noted that*** bank check was processed and has been mailed to her home, we ask that this complaint be closed
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,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told this before stating I should received this Oct Which I did notNow your telling me Oct No where In the response does it state the amount of the check I paid $1,Until I receive my refund this case will remain open
Final Business Response /* (4000, 9, 2015/10/14) */
***
***
***
***
***
***
We have completed the investigation of* rebuttal regarding a refund from the *** Sears
***, Store Manager of the *** Sears provided the following response:
A system error prevented *** reimbursement check to be processedThat said we have a cash refund at the store ready for to pick upI ask that*** contact me at the store; I can be reached at ***Since we will be refunding*** in cash, when she comes into the store, we ask that this complaint be closed
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,
***

December 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Charlene ***
Dear Ms***: We have completed the investigation of Ms*** complaint regarding her washer As clarification, it is not our policy to sell items with missing model or serial numbersMs* *** has had the item in question in her possession now for approximately years and we have no way to know what has happened to it during that timeAny items covered under Ms*** type of service contract, which is called the Master Protection Agreement (MPA), must have a legible serial number in order to be eligible for coverage under the terms of the MPA. At this time, Ms* *** may cancel her contract if she wishes and she will be given a pro-rated refund in accordance with the cancelation clause of the MPAShould Ms* *** wish to purchase a new washer from Sears, we would be willing to discount the cost by 15% off of the lowest price under certain conditions as a courtesyOtherwise, we are unable to assist any further 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, Tammie *** Specialist, Regulatory Complaints Email: Tammie.***@searshc.com

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
I only believe that this is satisfactory. Sears should have not charged my mother-in-law with a restocking fee after all the trouble she went through to try and return this item. Sears has lost our families business
Sincerely,
Debby P***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11003600, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint:
I am rejecting this response because:Sears refuses to accept responsibility for their mistakeMy complaint CLEARLY outlines the date in which the item was advertised to be ready for pickup in store as November Yet, Sears responds with how the package was at a Houston UPS hub on Novelber 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 wellBut what I find interesting is as per this response, I was refunded on Nov 22nd, days BEFORE she contacted me, suggesting that Sears has taken zero effort into this situation, prior to offering a resolutionThe 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 ***

December 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of a refund for a kmart.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with KmartWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, a refund of $was issued to Mr*** Visa account ending in on December 15, 2016. MrM*** is welcome to reply to this letter if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr*** 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 *** *** *** ***

April 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response After receiving Ms*** follconcerns, we contacted the store of purchase for assistance. *** *** with Sears Outlet *** responded on April 8, 2017, that he had contacted Ms*** in regard to her concerns with her refrigerator. Mr*** offered Ms*** an exchange and she is planning to return to the store on April 9, 2017, to re-select. Since a fair resolution is being provided for Ms*** 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 28, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have been unable to complete the investigation of Mr*** complaint regarding Sears Home
ServicesFirst, we would like to apologize to MrC*** for failing his expectations in regard to the repair of his washer. Since receiving Mr*** complaint on January 20, 2016, several attempts have been made to contact him to discuss his concerns. *** *** with unit *** left several messages and sent an email asking for a call back, but has not received a response to dateWe value Mr*** patronage and are very anxious to address the issues brought forth in his complaint; therefore, we ask that he call MsG*** at (*** *** at his convenience if he requires further assistance As to Mr*** request for a full refund of his Master Protection Agreement (MPA); we are unable to honor that request. Besides the fact that MrC*** has received service under the MPA valued at more than the purchase price of the contract, he is outside the timeframe during which a full refund could be providedWe have included the portion of the MPA pertaining to refunds, so MrC*** can review the information “If this Agreement is cancelled by you or us: - During any time within the full manufacturer’s warranty period (parts & labor) you will receive a 100% refund of the total price paid for this Agreement- During the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this Agreement- After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Mr*** MPA was purchased nearly four years ago and will expire in less than a month, canceling the contract would not generate any refund. With that said, since we have made a concerted effort to contact MrC*** and explained why a refund of his MPA is not possible, we ask that this matter be closed Again, we apologize to MrC*** and appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

April 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Carol Sue J*** - # *** Dear *** *** We have completed our investigation of MsJ*** complaint the non-receipt
of a rental reimbursement check Upon receiving MsJ*** complaint, we contacted our Protection Agreement office for further assistance. Initially, they responded on March 28, 2018, that a check for $has been processed and is being mailed to MsJ*** K*** with the PA Resolution Team send a subsequent email on April 2, 2018, indicating that a second check for $is being processed. MsJ*** should receive both checks in the next days. With that said, since we have documented MsJ*** concerns, and we are providing her with her requested reimbursement, we have closed our file We apologize to MsJ*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist

Complaint:
I am rejecting this response because: I would like for Sears to accept the responsibility of not fulfilling their advertised "ready for pickup" datesRather than trying to blame UPS or offering a simple apology, not one of the nearly people that I have spoke with has accepted the responsibility that Sears failed to fulfill their promise.
Sincerely,
Ricky ***

Initial Business Response /* (1000, 5, 2015/08/13) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding a purchase
made at the Sears Outlet Store in***
***, manager of the*** Sears Outlet provided the following response:
Since receiving Mr*** complaint, I have been in contact with him in order to resolve his complaintWith that said, it has been agreed that Sears Outlet would be processing a refund of $back to Mr*** cardTypically a consumer can expect to receive a refund to a credit card within 3-days of processingAdditionally, we will be providing Mr*** with a year protection agreementMoving forward, I will be Mr*** point of contact and if needed, he can reach me at 513/XXX-XXXXThat said, we ask that this complaint be closed
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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience
and request for a refund of the shipping fee As clarification, Ms*** ordered her dining set from Sears which required *** shipping, a third party carrierThe order was processed accordingly, however it should be noted that *** does not offer Premium deliveryAdditionally, orders are delivered approximately 10-business days after the order is placedIn rare circumstances where the member may live in a very remote location, the delivery timeframe may be set outside of the 10-business daysFurthermore, it is *** that will set up the appointment to deliver the itemWe can only apologize if Ms*** was given miscommunication regarding the delivery dateHowever, we show that the product was delivered within the timeframe outlined by ***r LogisticsAs such, we are unable to issue a refund of the shipping feeAs a gesture of goodwill, Sears Online did offer to issue a 10% discount on the price of the merchandise should Ms*** decide to acceptFinally, 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 uponIn the interim, since we found that the product was delivered within *** estimated delivery timeframe, 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

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jennifer *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Albany Sears OutletLeahcim
***, Manager of the Albany Sears Outlet provided the following response: I’m prepared to assist Ms*** regarding her concerns, but we have not had the opportunity to discuss the issue in detailOn November 8, 2016, I provided Ms*** with my cell phone number; to date we have not resolved her concernsThat said, Sears Outlet will assist Ms*** once we can speak with herMs*** has my personal cell phone number as well as the store phone number and can contact me at her convenienceSince we have noted that we are ready and willing to assist Ms***, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

January 25, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the bill she was sent for services. We
would first like to note that the manufacturer’s warranty only covers repairs that are needed due to a defect in material or workmanship; unfortunately they do not cover damage that could have occurred during transport/delivery and for various other things outside the manufacturer’s controlThis means that if the manufacturer does not cover a repair, then we are left billing a consumer if the manufacturer would not cover itThis is what happened in *** *** case. With that said, since the merchandise was purchased at an outlet store, it was possible that the damage may have been pre-existingAs such, *** *** was assisted by our executive level customer support and they arranged to replace the itemHowever, they did not contact our billing offices to notify them that the billing should be waivedWe corrected this oversight and the billing has now been stopped and the charges have been waivedIf *** *** receives any further correspondence related to this debt dated after January 21, 2016, then she is welcome to contact me direct so that I can assist further on her behalfIn the interim, since we have now ceased billing her, 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. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***

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,
*** ***

December 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
The correspondence Ms*** provided us with did not include enough identifying information to locate the order or her Shop Your Way Rewards account mentioned in her complaintWe contacted Ms*** 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 membershipIf this is incorrect and Ms*** still requires *** then we ask that she provide the correct email address, telephone number, she usedSince 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***At that time, we would be pleased to re-open Ms*** complaint. Should Ms*** have any questions, she may contact us via email at *** We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a washer purchased from the Sears Outlet in North Olmsted
***
*** Manager of the *** *** provided the following response:
Since receiving *** *** complaint we have tried to make contact multiple times with no successWe have also emailed and have not received a responseThat said, if *** *** needs additional assistance she can call me at the store, I can be reached at *** I can also be reached via email at *** Since we have noted that we have not made contact with *** *** and would like to discuss her complaint with her and have provided my office number and email, requesting contact, we ask that this complaint be closed
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,
*** ***
*** *** ***
*** *** ***
***