Sears Puerto Rico

December 28, 2015     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: #10983899 – Lorenzo [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with the...

cancellation of his refrigerator order.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently attempted to use Sears’ layaway services. We value his patronage and can understand his frustration with the events detailed in his letter. We can assure him that his concerns have been forwarded to management for review.  As clarification, our records indicate that failure of his order was due to a credit card verification issue.  Unfortunately, Sears does not have any jurisdiction over credit card verification and authorization.  Nor, do we receive the exact reason for the failure.  Our notes show that we informed Mr. [redacted] that it could have been due to the address he entered, but that he would need to contact his credit provider directly to find the exact reason his card was not accepted or to receive the correct information related to his account.   As a one-time gesture of good will, we would be glad to offer the refrigerator to Mr. [redacted] for the price available at the time he attempted to complete his purchase.  However, it is important to clarify that any adjustments issued before a layaway is completed may drastically change the length of the layaway and/or the payment amounts.  It is for this reason that we suggest that our customers use a different form of payment or complete all payments before we enter any credit adjustments.  Mr. [redacted] may contact Regulatory Complaint Specialist Nicki [redacted] within 30 days from the date of this letter if he would like to accept our offer to adjust the price of the refrigerator after he has placed a new order.  In the interim, we can only reiterate that we regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and an equitable resolution has been proposed.   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] 1-800-762-3049 Ext. [redacted]

Complaint* ***
I am rejecting this response because: not once did I read anything about the reason it went over 30 days.  If Sears had provide equipment that was acceptable I would not have had to wait.  The bottom line is that it was the fault of Sears equipment that caused the delay.  
Sincerely,
*** ***

May 23, 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 being offered a $50.00 gift card and $50.00...

check.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Member Advocate for repair unit# [redacted].  [redacted] contacted [redacted] and discussed her complaint where it was agreed that [redacted] would receive an additional $50.00 gift card.  The gift card was processed on May 18, 2016 and will be received in 7-10 business days to the address listed on this complaint.  That being said because we have come to an agreed upon resolution, we respectfully request 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]
Regulatory Complaints Specialist
[redacted]
[redacted]

Revdex.com:
Thank you for assisting expediting this matter.  Although, I believe the shipping label was only remitted to me after my complaint was logged, 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, please note that I request this matter to remain open until I receive my refund.  The company received the merchandise on 1/4/16 per the tracking number.  I would presume that the refund is still in the process.  Upon receipt confirmation, please close this case.  I will keep you posted.  
Sincerely,
[redacted]

March 3, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his online order...

experience and request for a 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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] Heights [redacted] with an email address of support@[redacted].com 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 [redacted] 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 researching the notes in his order we found that a refund of $138.67 had been credited to his [redacted] account ending in [redacted] on March 1, 2016. For [redacted] records the return receipt number is [redacted]. Additionally, we processed a refund of $15.69 in the form of a check under return receipt number [redacted] which will be received in the mail within 7 to 10 business days. In closure, since [redacted] has received a refund, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11026880, and find that this resolution is satisfactory to me.
Sincerely,
Jil [redacted]

February 1, 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 online order and her...

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] case, the order was fulfilled by [redacted] located at [redacted] with a telephone number of [redacted] and email: [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] 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.   We reached out to [redacted] Supply on Ms. [redacted] behalf and they agreed to provide an RMA and return address and on January 19, 2016, she agreed to return the order per the instructions provided. In closure, since Ms. [redacted] is in direct contact with the Third Party Marketplace Vendor, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 Re: Jeremy [redacted] - # 11014565 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding the recent repair attempt to his refrigerator and his request for a...

comparable replacement. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent service to his refrigerator.  After reviewing the notes in our service system, our office decided to provide Mr. [redacted] with a comparable replacement rather than just the $500.00 offered under the Service Smart Agreement (SSA).  We determined that a refrigerator with like features could be purchased from Sears for $2,374.99.  Accordingly, Mr. [redacted] was sent an email on December 30, 2015, and advised of the increased replacement amount.  Our records show that he reselected on December 30, 2015, and accepted delivery of the new refrigerator on January 2, 2016.  However, we are unable to honor Mr. [redacted] request for a refund of his SSA.  As we explained in the email, Mr. [redacted] refrigerator was not working at the time he called for service, so whether Sears or another service provider attempted to repair his refrigerator, he would have been responsible for the cost of repairing his refrigerator and the repair cost would have far exceeded the $273.99 he paid for the SSA.  However, we did process a refund of $348.96 on January 4, 2016, for the additional monies he paid to Sears Home Services for the repair that was never completed.  Mr. [redacted] should see a credit post to his Visa account ending in 6644 within the next five to seven business days.  With that said, since a fair and equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist

February 17, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL  60611 Re:  #11080804 – Thomas [redacted]  Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that we were unwilling to...

provide him with a repair under his 90-day repair guarantee. Our records show that when we initially visited Mr. [redacted]’s home December 4, 2015, it was for the washer leaking from the inside. Our technician found that it was the water valve and replaced this. Over a month later Mr. [redacted] contacted us again on January 6, 2016, and said he could not get cold water to come through. He felt it was the same part, but referenced an actuator when we previously installed a water valve. He was scheduled for a repair on January 8th, and we show the day of the repair that the service call was canceled. If Mr. [redacted] truly feels that the repair should be covered under his guarantee, then he would need to reschedule an appointment to have our technician go back out and reassess. If we do find it is the same part, then the entire repair would be at no cost. If it is related to the previous repair but a different part, then we will provide a new estimate that includes the price of the part and there would be no charge for labor. If the new estimate is declined then we would remove any previously installed parts and issue a refund for any charges above the non-refundable trip/diagnostic charge of $79.00. Of course if not related at all, then we could provide a new estimate but a refund would not be provided if declined. If Mr. [redacted] would like to make arrangements to have a technician come out, then he can contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted]. In the interim, since we have not seen the washer since we provided the repair in December, and even a partial refund would not be considered without some type of proof that the repair failed, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

Re:  #[redacted] – Jalen [redacted]  Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s rebuttal to the response we provided. Most pictures of actual bedroom furniture show a mattress in the bed frame along with various bedding items like comforters and pillows. However, it the mattress and bedding are always sold separately an when we looked up this mattress online we did see any indication that would lead someone to believe that the mattress was included. In fact in the description it specifically states it just comes with the headboard, footboard, and frame. As for calling in, Mr. [redacted] had 30 days from the time he ordered to initiate a return. We would normally provide additional time if there was an excessive amount of that time taken up with a delivery delay. However, we show that the bed was delivered via UPS on July 28, 2016, and yet we do not show any calls into Sears to dispute the order and we did not hear from him until we received his Revdex.com complaint August 26th, and this was not even opened by us until August 29th. By the 26th it was already 30 days past when it was delivered and more than that since ordered.  As a courtesy though, we would be willing to provide Mr. [redacted] with a 30% discount off his purchase. If he would like to accept this, he is welcome to contact me via email at Tammie.[redacted]@searshc.com or via phone at [redacted]. In the interim, since we have explained that the description did not state that it also came with a mattress and yet we have offered Mr. [redacted] a courtesy discount as an accommodation, we have closed our file. 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,Tammie [redacted]Regulatory Complaints SpecialistDirect Line: [redacted]Email: Tammie.[redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611     Re: Jil [redacted]#11026880 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding a maintenance check on her refrigerator.  I had the pleasure of speaking...

with Ms. [redacted] on Thursday, January 07, 2016 about her complaint. I have emailed Ms. [redacted], providing her with my office number and email address and have invited her to email me on or about February 23, 2016 and I will schedule her maintenance check. I will ensure Ms. [redacted] receives the maintenance checks she is entitled to. Since I will be personally assisting Ms. [redacted], 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

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]

December 29, 2015
[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] rebuttal regarding his recent visit to one of our auto center.
Upon receiving Mr. [redacted] complaint, we again escalated his concerns to [redacted], District Service Manager who states the following:
I contacted Mr. [redacted] on Saturday, 12/26. He is requesting that we review his workorder and re-evaluate his vehicle. I have set up an appointment to have his vehicle inspected for the noise on 01/03.  Mr. [redacted] is also disputing the charges some of the parts he paid I will review and told him if the is an error I would credit him the difference. That being said, because we are in the process of resolving Mr. [redacted] concerns on January 3, 2016, we have closed our file.
We apologize to Mr. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
[redacted]

December 15, 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 refrigerator.   First, we...

would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Our records show that Ms. [redacted] was authorized $500.00 under her Service Smart Agreement (SSA) towards a new refrigerator from Sears.  However, it is our understanding that Ms. [redacted] does not want to accept the $500.00, because it will not provide her with a comparable replacement.  As clarification, under the SSA, $500.00 is the maximum allowed towards a replacement, so we will not be able to increase the amount.  With that said, we are still willing to proceed with the repair of Ms. [redacted] refrigerator and she will contact us to schedule service when she is available.  In the interim, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

January 6, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order and request...

for a refund.   It is unfortunate that we failed Ms. [redacted] expectations when she placed her order online. We value her patronage and can understand her frustration with the delay in receiving the product. We can assure Ms. [redacted] 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 her order, we found that Sears Online issued a return label on December 29, 2015, which is scheduled for delivery on Friday January 8, 2016. Once the product is received at the warehouse, a refund will be processed back to Ms. [redacted] account ending in [redacted] We truly regret any inconvenience Ms. [redacted] may have experienced. Should Ms. [redacted] have any questions regarding her refund, she may contact me directly via email at [redacted] or by telephone at [redacted]. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending the refund completion.     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

Complaint: 10999013
I am rejecting this response because:Sears does not care about their customers but only concerned with their money.  Sears has been provided with enough information regarding this issue but they don't want to hear it.  They will ignore my complaint as they have probably ignored the numerous complaints on their website form other unhappy customers like me.
Sincerely,
Linda [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 contingent upon receipt of the two items mentioned in the response. I appreciate that Sears heard me and responded so promptly, efficiently, and with a concerted effort to make the situation right.Thanks to the Revdex.com for your help as well.
Sincerely,
[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]

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: for the following reasons,1. This complaint has been for over a month November 2015, I have not received any call from a  districtrict mgr. or regional mgr or anyone from sears. Sears response is false of Mr. [redacted] calling me, I have not received any calls from him. If that was the case I wouldn't be complaining or taking this matter to a higher level.   2. The letter that I sent to Sears Corporate office in November 2015 was self explanatory of my complaint on Sears auto center in [redacted] apparently what upper management has been doing is relaying the message to there manager in [redacted] to take care of this problem on my complaint. I would like Mr. [redacted] to contact me asap because my records showed no calls from him, and if he read my letter then he should be aware of my complaint to this matter. 3. On December 24 I just received a call from [redacted] from sears didn't tell me who he was just [redacted] I left him a message to call me and haven't received a call back. So I would appreciate if [redacted] or [redacted] could call me asap not the store mgr. I will be expecting there call by this week. I'm in the process of taking this to a legal mater and returning what I purchases for a refund.   
Sincerely,
[redacted]