Sears Puerto Rico

September 19, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Pamela E[redacted]

Dear [redacted]
We have completed the investigation of Ms. E[redacted] complaint regarding the problem she encountered when she attempted...

to return her purchase.
We contacted Ms. E[redacted] we discussed her concern. Ms. E[redacted] stated that she did not notice the missing socks prior to putting them in the washer. She discovered the missing socks when she was folding the laundry. Ms. E[redacted] was unsure of the exact date that she attempted the return, but that it was close to the date that she filed the complaint with your agency. Ms. E[redacted] stated that the store would not issue a refund because they did not have same socks in stock. In order to complete the investigation, we requested a copy of the purchase receipt and Ms. E[redacted] provided the Kmart receipt dated April 12, 2017.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. E[redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. E[redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart 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 30 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 policy. Since Ms. E[redacted] purchased the socks on April 12, 2017 and then attempted to return them over 3 months later, she was over the 30-day “hassle-free” return period.
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 correction. It would not be fair to make an exception for Ms. E[redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. E[redacted]’s request.
We apologize to Ms. E[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

October 6, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re[redacted] – Patricia S. K[redacted]   Dear [redacted]   We have completed the investigation of Ms. K[redacted] complaint regarding her recent online order...

experience and request for a refund.   It is unfortunate that we failed Ms. K[redacted] expectations and we can understand her frustration with the series of events noted 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 reviewing the notes in the order, we found that a refund of $192.49 had been processed on September 29, 2017. However, the tax amount was not issued. Therefore, we credited $17.81 today October 6, 2017, under return receipt number [redacted]. Ms. K[redacted] can expect to see the amount post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. K[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. K[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,  Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 30, 2015     Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL  60611   Re:  Tara [redacted] - # 11014390   Dear Ms. [redacted]:   We have been unable to complete the investigation of Ms. [redacted]’s complaint.  Although...

Ms. [redacted] provided her name and address in the complaint, we could not locate the purchase or service information for the range in question.  In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the address and telephone number used to purchase the range and/or schedule the repair, so we can locate her information in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted]. We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator which has developed cracks in the liner. It
is...

important to note that [redacted] refrigerator was covered by a Sears protection agreement until its expiration
on June 28, 2014. The unit was provided to [redacted] on June 27, 2013 with a one year parts and labor warranty.
The refrigerator is no longer covered by the manufacturer’s warranty or the aforementioned
now expired Sears protection agreement. It should be known that although a cracked liner in the refrigerator is not esthetically
pleasing, it does not normally affect the performance of the unit that much. You
cover the crack with white duct tape which is available in most stores. The white
tape will normally seal the crack and the refrigerator will continue to work
normally. Since the refrigerator no longer is under warranty or covered by a
protection agreement, we are unable to assist [redacted] and ask that this complaint be closed. We apologize to [redacted] appreciate the opportunity to address this matter.  Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]

September 8, 2016   Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611  Re:  # [redacted]- Jalen [redacted]      Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’s complaint...

regarding his bed frame.    The specifications listed for this item are clear as to what is included. It says: ·        “Includes: twin headboard, footboard and bed frame (39")·        Economic choice since it does not require the use of a box spring”Clearly, the mattress would have needed to be purchased separately as it is not included and a box spring is not needed with this design. Furthermore, any request for a refund would need to be submitted within 30 days from the date of purchase according to our return policy. That time period has passed; therefore, we are not obligated to provide Mr. [redacted] with the refund he requested and we respectfully ask that this matter be considered closed. We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint SpecialistSears Holdings Corporation([redacted]) [redacted]Tammie.[redacted]@searshc.com  Tell us why here...

December 22, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 Re:  [redacted]           Dear [redacted] We have completed the investigation of Mr....

[redacted] complaint regarding his grill.  We have spoken with Mr. [redacted] in regard to this issue. The burners have been sent to Mr. [redacted] and he was provided with a refund for the grease tray he ordered as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation[redacted]

January 19, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Suite 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case No: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products...

(SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concerns. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliated. We are always 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 manner. Pursuant to Mr. and Mrs. [redacted]’s request we have made the HVAC repairs. I have spoken with Mrs. [redacted] and she is satisfied with the service.
In addition, in a separate letter, I resent in today’s mail the extended offer for compensation, as a 1 time gesture of good customer service. Moreover, during my conversation with the member yesterday, I discovered that I had sent the offer letter to the tenants’ home instead of their physical address.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any inconveniences or frustrations they may have experience. If you have any questions or concerns, please contact me directly at [redacted] or via email at
[redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist

cc: [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.
Sincerely,
[redacted]

March 11, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   [redacted] We have completed the investigation of [redacted] rebuttal.   A full credit has been issued to [redacted] account. In light of the aforementioned information, we respectfully ask that this matter be considered closed.     Again, 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] 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.
Sincerely,
[redacted]

September 21, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: [redacted] – Lisa [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her online order and request for...

a full refund.   As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by 123Stores, Inc. located at [redacted], Suite 802 New York, NY 10019, Email: s[redacted][email protected] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.   Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in her order, we show that a refund of $57.79 was processed on September 15, 2016. It appears that the seller did not return the full amount of the purchase therefore we have process the remaining amount of $10.20 back to her Visa account ending in 3539. In closure, since the remaining balance has been credited, we have closed our file.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 29, 2015     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her recent online order experience...

and non-receipt of a refund.   We would first like to apologize for any inconvenience [redacted] experienced. After reviewing the notes in her order, we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said our records show that [redacted] had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media assisted with the process of the refund for the canceled order. Accordingly, a refund of $300.36 was processed on December 18, 2015, back to her Visa account. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide --- 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.
Sincerely,
[redacted]

March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]  [redacted]         [redacted] We have completed the investigation of [redacted] complaint regarding a recent order....

  According to our records, we were willing to pick up the merchandise and issue a refund, but the carrier[redacted] was unable to reach [redacted] to schedule a time to do so. We cannot schedule this for him. We ask that [redacted] contact [redacted] at [redacted] during normal business hours. Once the item is returned, a credit will be issued.  We apologize to [redacted] and want to thank him in advance for his cooperation. In light of the aforementioned information, we respectfully ask that this matter remain 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 [redacted]

Complaint: [redacted]
I am rejecting this response because no contact was ever made by [redacted] after I contacted Sears multiple times to request that they pick up their defective kitchen set and refund my money. After I filed my complaint on February 8, 2016, Sears responded to the complaint on February 9, 2016 and indicated that [redacted] would contact me. [redacted] did not contact me. Therefore, on February 10, 2016, I contacted them and scheduled a date/time for them to pick up the defective furniture. On February 11, 2016, [redacted] finally came and picked up the defective kitchen set at my mother's home. They provided her a receipt for the aforementioned merchandise. However, it has almost been a month after the merchandise was picked up and I still have not received a credit in the full amount on my credit card. Therefore, I am respectfully requesting that the Revdex.com NOT close this complaint until I receive a full refund. Thank you for your attention to this matter. 
Sincerely,
[redacted]

January 5, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL  60611
Re:  # 10999769 – Perry [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...

service provided by our technicians on the repair of his refrigerator; as well as the problems he encountered with the scheduling of the appointment.
Firstly I would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not arrive for the scheduled appointments. I assure you that his complaint and feedback will give the opportunity to remedy any problem that may exist and help to improve our service further.
Upon reviewing the service order notes, two separate technicians have noted that the refrigerator will not work well due to the low temperature in the garage.  According to the Owner’s Manual, noted on page 9, it states, “This refrigerator is intended for use in a location where the temperature ranges from a minimum of 55 degrees Fahrenheit to a maximum of 110 degrees Fahrenheit.  The preferred room temperature range for optimum performance, which reduces electricity and provides superior cooling, is between 60 degrees Fahrenheit and 90 degrees Fahrenheit.”  The temperatures in Voorhees, NJ had dropped to the low 20s and 30s before and during the repair period.  On December 23, 2015 our technician checked the refrigerator and determined that the refrigerator checked out okay, but the temperature of the location is affecting the performance.
Our records further indicate that on January 4, 2016 Mrs. [redacted] contacted our customer service team and reported that she had informed the sales associate that refrigerator would be installed in her garage.  She alleges that the sales associate informed her that it would be okay and the purchase was made.  We have reached out to Brooks [redacted], Outlet Store Manager for Store 4601, to assist with their complaint.  Mr. [redacted] confirmed that he would contact Mr. [redacted] and provide a resolution. 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 Mr. [redacted]’s 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 to have this matter closed at this time.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

December 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her allegation that the technician...

misdiagnosed the problem with the dishwasher and her request for reimbursement for her expenses she incurred due to the misdiagnosis.
Upon receipt of Ms. [redacted] complaint, we reached out to [redacted] Field Service Manager for Unit [redacted] to assist with Ms. [redacted] concerns.  Mr. [redacted] stated that they had investigated this issue on October 20, 2015 when Ms. [redacted] filed a complaint with our corporate office requesting a $450 reimbursement.  Mr. [redacted] along with District Service Manager [redacted] reviewed the service orders and discussed the repairs with the technicians. They determined that we would not reimburse Ms. [redacted] for the replace disposer that she purchased.  The dishwasher may have been leaking, but the technicians confirmed that she also had issues with her disposal system that compounded to the problems experienced in the dishwasher.  As this decision is commensurate to the circumstances, we have closed our file.
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
[redacted]
[redacted]

January 27, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding a promotion she recently used,...

but feels it was not applied properly.     We reviewed Ms. [redacted] coupon and we see how this may have been confusing. As a courtesy, we offered to provide Ms. [redacted] with the credit she was seeking or a gift card for $85.00. There was no response. Should Ms. [redacted] wish to accept, she may reply to the emails we exchanged previously.     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   [redacted]

October 31, 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 dissatisfaction with the customer service she was...

provided when she attempted to exchange a sweater that she had recently purchased.
We contacted Ms. [redacted] and she confirmed that the store has processed the refund for the return of the sweater. However, she mentioned that she felt disrespected by the store associates and that the call center disconnected on her several times. She alleges that the store associate had informed her that she could exchange for other items in the store and she would receive an exchange for the full value of the sweater. We would like to clarify that the retail value of the sweater that Ms. [redacted] purchased was $30.00; it was on sale for $20 when she made the purchase. Ms. [redacted] stated that when she returned the following day, she was informed that she could only exchange or return for the amount that she actually paid for the sweater, not the retail price. We apologized if there was a misunderstanding or if she was misinformed regarding the exchange amount. We advised Ms. [redacted] that a return/refund is only for the amount that a consumer actually pays and in the same form of payment. Ms. [redacted] requested to be compensated for the unprofessional customer service she received at the store and for her time wasted in her attempt to resolve the issue with the store. We informed Ms. [redacted] that we do not provide compensation for her time and assured her that her feedback and complaint would give us the opportunity to remedy any problem that may exist and help improve our service further.
According to our records, on September 29, 2016 Ms. [redacted] filed a complaint regarding the customer service at one of auto centers. Due to the complaint and as a good-will gesture, on October 14, 2016 the auto center issued Ms. [redacted] worth of Shop Your Way Reward points (SYWR); equivalent to $10.00 worth of points. On October 15, 2016 Ms. [redacted] used those points at Kmart to purchase the sweater; she used 8,990 points and paid $11.01. On October 22, 2016 the Kmart store processed the return, instead of an exchange, and issued Ms. [redacted] a credit of 8,990 points to her SYWR account and $11.01 credit. On October 25, 2016, Ms. [redacted] used the refunded points and purchased several items at her local Sears store. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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
[redacted]
[redacted]

March 29, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   [redacted] [redacted]
   [redacted]   We have not fully completed our investigation of [redacted] complaint regarding her...

service experience.   We are currently waiting the completion of service for [redacted] range; we had a senior service technician diagnose her range and parts have been ordered. Once all the parts have arrived and service has been completed we will be happy to provide a complete report. 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 [redacted] issue is not resolved to her satisfaction, she 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 apologize again 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 [redacted]