Sears Puerto Rico

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]

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,
*** ***

September 14, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction
with how our return policy is communicated on our website. On the same web page that explains Sears’ return policy for our stores and for Sears sold items on our website, we detail Marketplace returnsThere are many retailers that now host other vendors on their website and we feel it is clear since we designate Sears sold items as Sears and others with the retailer’s nameWe also have a tab that can be utilized so that the consumer can only show Sears sold items if they do not want to do business with a retailer other than Sears while on our websiteAdditionally, when looking at merchandise sold by another merchant, there is a link to that merchant’s refund policy and their store frontLastly, when the merchandise is added to the cart it is very apparent it is sold by someone other than Sears because under the description it will list the merchant’s name and say they are a “Sears Marketplace Seller”. We have pasted below the section of our return policy for Marketplace items: “Marketplace ItemsSears.com and Kmart.com both partner with marketplace merchants who sell items on our websiteYour merchant’s profile, which contains their specific return policy, is available via the product pageOnce you have ordered, you can get to the seller return policy page by clicking "view return policy" link on the order details page. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store.Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and KmartSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final.” With that said, we do not feel we are deceptive in anyway and are not sure how much more plain we can make it so that someone is awareSince we are not the seller it only makes sense that we would not be the entity that would be providing any refund, hence the reason the merchandise cannot be brought into a store or returned to SearsSince we feel our marketplace is as clear, if not clearer, as other retailers that also host third-party merchants, we are unable to honor Ms*** request to alter our website; though we do continually make updates based on the amount of feedback we receive regarding the ease of use of our websiteIn fact the information we currently display, including Marketplace merchandise, is certainly better clarified than when we first started on this venture and this was because we made changes as we went along based on user feedbackAt this time, since we have explained the many points at which we advise consumers that an item is being sold by an entity other than Sears, and that items not sold by Sears are not returnable at Sears, we have closed our file. 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, *** *** Team Manager, Regulatory Complaints Phone: ***Email* ***

November 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer First, we would like
to apologize to Ms*** that her washer failed to meet her expectations of longevity. Our records show that Ms*** purchased her washer on September 4, 2011, and received the unit on September 7, 2011. The one-year parts and labor warranty expired on September 7, 2012, over four years ago. Furthermore, our records show that Ms*** washer has never been serviced by a Sears technician While we empathize with Ms*** we are not able to accommodate her request to have the rusting area on her washer resurfaced nor are we able to replace the unit. If Ms*** would like to schedule service for her washer, she can call (*** ***, but any charges for repair will be her sole financial responsibility. Our records show that Ms*** previously contacted our escalated customer service group, Customer Solutions, in regard to her washer and they offered a 10% discount towards a new washer from Sears, which she declined. Unfortunately, no further considerations will be forthcoming. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:The washer I purchased is on sale this week for $When I talked to the manager from the Warsaw SEARS, she said she went by the price that was on line which is also incorrectThe price of the original washer was $We have done this credit return before so we should have gotten the sale price of the washer not the original price she looked up from some where elseStill should not have had to pay anything elseThis is not the first time we have had to do a replacement with Sears I know I am given an amount such as the grill amount which is $For some reason this washer amount is being kept secretI also know that the replacement was already in the system for awhile and Sears kept making us call the repair guyApparently you are not high enough on the food chain and I think you were one of the people we already talked to on the phone but got nowhereTherefore I still think I am entitled to my $back because as your phone message says: "go a Sears store and use your $for your grill" and the Warsaw store did not do it this way
Sincerely,
*** ***

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

March 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent order
As clarification, *** *** placed his order through one of our Marketplace vendors, *** *** *** 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. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this order, an exception was made to our Terms of Service for the site as well as the Return Policy of the seller, which was posted on the page for the itemArrangements were made to pick the items up via *** and a full credit was issued to *** *** card on March 4, This credit should reflect on his account within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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, *** *** Specialist, Regulatory Complaints *** *** *** *** ***

Complaint: ***
I am rejecting this response because:They were very rude to and non genuineThe woman did not address my concerns at al
Sincerely,
*** ***

March *** *** *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his grill We apologize that
*** *** grill failed to meet his expectations*** *** seems to believe that his grill is defectiveThere are no known defects or recalls reported by the manufacturer on *** *** model according to our recordsWe do understand how frustrating this can be to a consumer, especially after the manufacturer's full warranty has expired and covered repairs are not an option While realize *** *** feels that we should bear the cost of repairing his unit or provide him with a new one, we will not for four reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 7, 9, and of *** *** owner's manual are not followedEspecially vital is cleaning the grease tray after each useThe grease and acidic marinades can drip down and cause the material of the grill to corrodeThe second reason is that any damages due to rust are excluded under the terms of *** *** manufacturer’s warranty, which only covers his burners at this point in time anyway Thirdly, our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in Finally, while we try to maintain part availability as long as we can, it is not possible to do so indefinitelyWe rely on the manufacturer in order to supply necessary parts and other than the burners, it appears that none of the parts are available any longer At this time, we are willing to offer *** *** a choice of either a 25% discount off of a new grill purchased at Sears or we can send him the burners in fulfillment of his manufacturer’s warranty, which is all we are obligated to provide at this point in time The 25% discount would not apply to clearance, closeout, floor model, previously used or outlet merchandiseWe realize *** *** has been a faithful customer and that is why we are making this offerShould *** *** decide to accept one of our offers, I can be reached via email at *** during business hoursThis offer is only valid for days from the date of this letter; after that, it will be null and voidOtherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed Again, 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 Complaint Specialist Sears Holdings Corporation *** *** ***

December 26,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding his recent visit to one of our
auto center
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, District Service Manager. Mr*** attempted to contact Mr*** via telephone and has left contact information on voicemail; however, at this time he has not responded. We are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with him. He may contact Mr*** at *** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr*** for this issue 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
***
***

Complaint: ***I am rejecting this response because: If you read the rebuttal, it is contradicting itselfIt states after looking at the add, "we did see any indication that would lead someone to believe that the mattress was included." There were MANY calls to the Sears store WHERE IT WAS DELIVERED AND HAD TO BE PICKED UP NO ONE NEVER ANSWERED!!!!!!!!!!!!!!!!!!!! NEVER! Several messages were left and it is a piss poor attitude to take towards a customer who has been a customer for many years! It is beyond greed and ignorance to try and stiff a customer! A college student! Not only are you losing a new customer (Jalen ***) but also my entire family! As a mother I work hard to get the things needed for my kidsHow dare Sears try and get over on a young customer or any customer for that matter! In Sears own response the person ADMITS that after looking at the add, it showed how a customer could be lead to think that the mattress came with the ADVERTISED BED!In addition, SEARS need to check your Houston stores and find out WHY NO ONE EVER ANSWERS THE PHONE nor return phone calls as STATED in the message! Check your resources before you start lying! The bed was delivered to your (SEARS) sorry pathetic Houston Store in downtown HoustonYou know the one that NEVER answers the phone!I WANT MY ENTIRE MONEY BACK THAT I PAID FOR MY SONS COLLEGE DORM FURNITURE AND NOT YOUR SORRY LYING PATHETIC 30%!
Sincerely,
MRS***!***-***-***!c/o Jalen ***

December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear MsVirghes: We have completed the investigation of Mr*** rebuttalMr*** has decided that he wishes to keep the tractor after using it once the most recent repair was doneHe also requested that his service contract be reinstated, which we will do once we have his permission to recharge his account for the same amount and we have his account numberA representative from our service contracts division has already contacted Mr*** ad a message was left in attempt to have this doneIn light of the aforementioned information, we respectfully ask that this matter remain 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 concerns Sincerely, *** *** Specialist, Regulatory Complaints Direct Dial: *** Email: ***

August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MsP*** complaint regarding her refrigerator repair It is
regrettable that we failed MsP*** expectations when she recently scheduled service for her refrigeratorWe value MsP*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsP*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsP*** for any inconvenience we may have caused her Upon receiving MsP*** complaint, we contacted the local service unit for assistance. Stephanie G*** with *** contacted our Routing department and she was able to have MsP*** service appointment moved up to August 24, 2017. Our records show that the parts that were previously ordered were installed and the repair to the refrigerator completed. With that said, since it is our understanding that MsP*** is satisfied with the outcome, we ask that this matter be closed Again, we apologize to MsP*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:the level of advertising is shamefulall anyone has to do is search the Internet to find that the company sells junkThe result are their stores closing in drovesI'll take the burners I'm entitled to and seek legal counsel as well as complaints with agencies that regulate advertisingI suggest that other customers do the same until this company either recognizes that people don't like to pay top prices for junk or they go out of businessThanksFor nothing.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have selected a replacement refrigeratorIt is not yet in our possession but is scheduled for delivery on January 4, eight weeks after our refrigerator stopped working.
Sincerely,
*** ***

December 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** ***
Dear MsVirghes:
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted
to return her online order after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMr*** mentioned that she purchased the bagger onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the bagger on September 5, 2016, and then attempted to return it on October 29, 2016, she was clearly over the 30-day “hassle-free” return period
According to our records, Ms*** called our online customer service numerous times and was informed that her request to return was deniedThe notes indicate that Ms*** stated she was going to dispute the charges with ***Ms*** mentioned in her complaint that she contacted *** and was informed by *** that they have a return periodShe claims *** provided her instructions on the return, but then informed that they can’t grant her claim appealMs*** would have to reach out to *** regarding her claim
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

December 29, *** *** 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, the District Service Manager 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. 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 for the first year; then provide extended coverage until June 29, 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

February 11, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Tara *** - # Dear Ms***, We have not completed the investigation of Ms***’s complaint regarding her range repair Ms***’s last repair could not be completed due to the technician not having the proper tool to calibrate her range. It is our understanding the DPK, the service provider, is currently in the process of obtaining the tool so they can address the temperature fluctuation with Ms***’s range. A repair date should be scheduled soon; however, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repair will resolve the issues with Ms***’s range, but we ask that this case remain open, pending the completion of Ms***’s repair. Thank you for your patience Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

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,
Carol P***

Complaint:
I am rejecting this response because: Sears is incorrect when they state that our water heater service agreement was used in the past without issue. The first time we tried to use our water heater maintenance agreement is when Sears sent out an inept repair person who had no idea what to do, how to fix it or even what a water heater looked like based on his stupid/obvious questions. We want full reimbursement for the worthless maintenance agreement that we purchased and full reimbursement for having to have our water heater fixed and now had to pay out-of-pocket which totals $235.32. Also Sears does not care about its customers and never tried to make things right even after repeated calls from me to their Customer Service Department.
Sincerely,
Linda ***