Complaint: [redacted] No where is this information publishedIt was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED" I am rejecting this response because: Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered at the store when she attempted to pick up her online order.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns On November 5, [redacted] contacted [redacted] and apologized for her past experience with us He ensured her that we are committed to her complete satisfaction, and that what happened was a misrepresentation of our store [redacted] invited [redacted] to see him personally when she returns to the store He assured her that he would replace the watch With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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 [redacted]
January 5, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Alic [redacted] - # Dear Ms [redacted] , We have not completed the investigation of Ms [redacted] ’s complaint regarding her refrigerator repair Ms [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled 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 [redacted] ’s refrigerator, but we ask that this case remain open, pending the completion of Ms [redacted] ’s repair Thank you for your patience Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 15, 2015/04/24) */ Contact Name and Title: [redacted] Contact Phone: [redacted] April 24, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $ As clarification, all of our repairs come with a 90-day guaranteeMeaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visitIf the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable In [redacted] case, we originally collected $to replace the control boardShe had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $for coming outThen in January the same board was replacedAt that point they did not charge for labor but the service unit did charge for the partIt is our opinion that the part was most likely not working properly during the calls within the first days so it should have been coveredAt that time they collected the last money we charged, which was $In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to failSince we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $non-refundable trip/diagnostic feeThat means a total refund was issued for $in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate paymentsThe check or checks should arrive in the next 2-weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at [redacted] or email me at [redacted] so that I can research furtherIn the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Complaint: I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem Sincerely, Alic [redacted]
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and non-receipt of a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 CorporationIn Ms [redacted] case, the order was fulfilled by Apparel Save 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 siteFor 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 SITEReturns 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exceptionAccordingly, a refund of $was processed on January 12, Ms [redacted] credit should post to her account within to business daysIn closure, since a refund has been provided, 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
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her shovel We apologize to Mr [redacted] There is a process in place for issues such as this, but it does not appear that was followedWe will be addressing that issue in order to prevent further such occurrencesThat said, it was our understanding that the buyer for our shovel lien contacted Mr [redacted] and arranged for him to receive a comparable replacement shovel Additionally, we are sending Mr [redacted] a $gift card as a courtesyMr [redacted] may expect his gift card within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her request to return items to Sears without a receipt As clarification, our return policy clearly states that a receipt is required for any refund This is disclosed on postings in the store and on our website so that the purchaser is aware of our policiesFor those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled upThis is because we are able to access and find it in our system quickly under their membership number Our return policy does not state that any resolutions are possible without a receipt It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt Using the information Ms [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for othersSince we are unable to offer a refund without a receipt to all customers, it is not an option we offer Most retail stores now require a receipt for any refund and Sears is no different Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter We appreciate the opportunity to address this matter and apologize to Ms [redacted] for any inconvenience she may have experienced Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Contact Name and Title: [redacted] Contact Phone: [redacted] March 2, [redacted] We have completed the investigation of [redacted] complaint regarding his online order [redacted] , Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: We initially sent an email correspondence to [redacted] on February 24, 2015, regarding his non-receipt of a refund for an order that did not properly process in our systemAs such, this caused the order to not ship outOur records show that a refund attempt was made on December 14, 2014, however, the refund did not postTherefore, we re-issued the refund of $under sales receipt number [redacted] back to his [redacted] account ending in ***We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFinally, on February 27, 2015, [redacted] replied to our email confirming that he received the refund in questionShould [redacted] have any questions or concerns, he may contact us via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Complaint: 11123028I am rejecting this response because: First, please see the below copy and pasted response from Melissa ***: "While the 90-day service guarantee is not applicable to Mr [redacted] ’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services The refund would be processed once the repair has been completed Mr [redacted] is welcome to send an email to [redacted] @searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed." Ms [redacted] statement that Sears did not offer 20% is therefore clearly incorrect Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly He first removed the transition venting that connects the dryer itself to the steal duct work He then showed me the inside of the transition duct work, which was stuffed with lint Next, he reached up the duct work and pulled out more lint He then told me that a chimney sweep would need to come and clean that He said an alternative is to get an interior vent, which would avoid having to clean the main duct work And Ms [redacted] , I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless) I read through the manual and know exactly the type of venting required and how it should be installed There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned This is a problem that should have been addressed by the prior maintenance employee I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me Quite the diabolical scheme The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous So now I have been lied to twice about my appointment being cancelled - by me - and here Ms [redacted] has added two more lies on topShe first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper If Ms [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says Then we can determine what his final conclusion was Sincerely,Andrew [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorOur records indicate that on Saturday, May 7, a technician installed a new access valve, compressor and drier into [redacted] refrigeratorAfter the parts were installed the unit was tested and was found to be operating within the parameters set forth by the manufacturer [redacted] Sears Home Services, Technical Manager spoke with [redacted] on Monday, May 9, and he confirmed that the refrigerator is operating as expected If [redacted] has any other concerns, he has been invited to contact [redacted] at [redacted] - [redacted] That said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery and installation of his range.It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of a rangeWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, the installation of the range was completed on October 17, We contacted [redacted] , and due to the delay, we offered to add a one year protection agreement on the range; at no cost to [redacted] He accepted the offer and we processed the protection agreement [redacted] will receive a copy of the certificate within – weeks With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and request for a refund We would first like to apologize for any inconvenience [redacted] experienced with this orderAfter reviewing the notes in her order we found that the entire order was cancelled on March 22, Sears Online attempted to issue a refund by March 29, 2016, however the credit did not bridge to her accountSears Online reprocessed the refund on April 5, 2016, under return receipt number [redacted] A credit of $should post to [redacted] account within to business days from April 5th We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 4, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Lenore [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding service her service experience.Upon receipt of Ms [redacted] ’s complaint, we found that she had been in contact with MsNancy Robinson in our escalated complaint departmentThe store manager, MrChris [redacted] arranged for a Janome HDHeavy Duty Mechanical Sewing Machine to be purchased on her behalf and Delivered to Ms [redacted] ’s home on November 9th If Ms [redacted] ’s is still in need of assistance she can contact MsNancy Robinson directly at 1-888-266-extor the store manager, Chris [redacted] directly at [redacted] Since it is our understanding that the resolution provided was acceptable to Ms [redacted] we have closed our case.We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: The [redacted] Office did not accept Sear's explanation I have talked with the [redacted] several times The [redacted] office informed me that Sears refuses to resolve my complaint and they cannot enforce Sears' actions The [redacted] referred me to an attorney Virtually every statement in the Sears response is false Sincerely, [redacted]
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and request for a refund for [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted] expectations when he requested assistance with [redacted] comforters he purchased earlier this yearWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure [redacted] that his concerns have been forwarded to management for review With that having been said, our records indicate that we received [redacted] complaint April 15, However, he did not include a sales receipt or any information for the store where he completed his purchase Therefore, we replied via email and asked him to return to our Kmart store with his receipt to receive further assistance, as returns are handled in our stores, but he did not respond It might also be important to mention that the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues concerning items that may be outside of our return period but still covered by a [redacted] manufacturer’s warranty would be handled by contacting [redacted] directly At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted [redacted] comments and no further resolution can be provided.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received a full refund yetI have responded to [redacted] as well via the email he gave in the response Once this issue is resolved I will accept the response Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with meShe wanted to argue with me instead of listening to my complaintShe was belligerent and unprofessionalAs far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced Sincerely, [redacted]
April 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We are attempting to have this rectified, but it may take some time and we cannot allow this complaint to remain open until that happens due to the nature of our agreement with the Revdex.comAs we noted before, this status affects [redacted] in no way as it stands nowThere is nothing that will be charged to him and it is not on an “account.” It may simply show up in his orders on his profile until the status is corrected and we apologize that this is distressing to himWhile try to resolve our issues with consumer satisfaction in mind, it is not always possible As such, we have closed our file 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
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesUpon receiving [redacted] complaint, it was provided to the local service unit in [redacted] Heights [redacted] contacted [redacted] on Monday, December 21, [redacted] stated that she is not having any issues with the range at this timeShe states that the tech's that came out didn't know what they were doingI let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from SearsThe range in question was purchased from Sears on November 9, and per our policy, [redacted] had days in which to request a refundSince we have noted our response to [redacted] complaint, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted] Tell us why here
Complaint: [redacted] No where is this information publishedIt was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED" I am rejecting this response because: Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered at the store when she attempted to pick up her online order.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns On November 5, [redacted] contacted [redacted] and apologized for her past experience with us He ensured her that we are committed to her complete satisfaction, and that what happened was a misrepresentation of our store [redacted] invited [redacted] to see him personally when she returns to the store He assured her that he would replace the watch With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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 [redacted]
January 5, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Alic [redacted] - # Dear Ms [redacted] , We have not completed the investigation of Ms [redacted] ’s complaint regarding her refrigerator repair Ms [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled 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 [redacted] ’s refrigerator, but we ask that this case remain open, pending the completion of Ms [redacted] ’s repair Thank you for your patience Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 15, 2015/04/24) */ Contact Name and Title: [redacted] Contact Phone: [redacted] April 24, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $ As clarification, all of our repairs come with a 90-day guaranteeMeaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visitIf the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable In [redacted] case, we originally collected $to replace the control boardShe had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $for coming outThen in January the same board was replacedAt that point they did not charge for labor but the service unit did charge for the partIt is our opinion that the part was most likely not working properly during the calls within the first days so it should have been coveredAt that time they collected the last money we charged, which was $In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to failSince we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $non-refundable trip/diagnostic feeThat means a total refund was issued for $in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate paymentsThe check or checks should arrive in the next 2-weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at [redacted] or email me at [redacted] so that I can research furtherIn the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Complaint: I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem Sincerely, Alic [redacted]
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and non-receipt of a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 CorporationIn Ms [redacted] case, the order was fulfilled by Apparel Save 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 siteFor 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 SITEReturns 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exceptionAccordingly, a refund of $was processed on January 12, Ms [redacted] credit should post to her account within to business daysIn closure, since a refund has been provided, 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
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her shovel We apologize to Mr [redacted] There is a process in place for issues such as this, but it does not appear that was followedWe will be addressing that issue in order to prevent further such occurrencesThat said, it was our understanding that the buyer for our shovel lien contacted Mr [redacted] and arranged for him to receive a comparable replacement shovel Additionally, we are sending Mr [redacted] a $gift card as a courtesyMr [redacted] may expect his gift card within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her request to return items to Sears without a receipt As clarification, our return policy clearly states that a receipt is required for any refund This is disclosed on postings in the store and on our website so that the purchaser is aware of our policiesFor those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled upThis is because we are able to access and find it in our system quickly under their membership number Our return policy does not state that any resolutions are possible without a receipt It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt Using the information Ms [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for othersSince we are unable to offer a refund without a receipt to all customers, it is not an option we offer Most retail stores now require a receipt for any refund and Sears is no different Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter We appreciate the opportunity to address this matter and apologize to Ms [redacted] for any inconvenience she may have experienced Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Contact Name and Title: [redacted] Contact Phone: [redacted] March 2, [redacted] We have completed the investigation of [redacted] complaint regarding his online order [redacted] , Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: We initially sent an email correspondence to [redacted] on February 24, 2015, regarding his non-receipt of a refund for an order that did not properly process in our systemAs such, this caused the order to not ship outOur records show that a refund attempt was made on December 14, 2014, however, the refund did not postTherefore, we re-issued the refund of $under sales receipt number [redacted] back to his [redacted] account ending in ***We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFinally, on February 27, 2015, [redacted] replied to our email confirming that he received the refund in questionShould [redacted] have any questions or concerns, he may contact us via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Complaint: 11123028I am rejecting this response because: First, please see the below copy and pasted response from Melissa ***: "While the 90-day service guarantee is not applicable to Mr [redacted] ’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services The refund would be processed once the repair has been completed Mr [redacted] is welcome to send an email to [redacted] @searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed." Ms [redacted] statement that Sears did not offer 20% is therefore clearly incorrect Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly He first removed the transition venting that connects the dryer itself to the steal duct work He then showed me the inside of the transition duct work, which was stuffed with lint Next, he reached up the duct work and pulled out more lint He then told me that a chimney sweep would need to come and clean that He said an alternative is to get an interior vent, which would avoid having to clean the main duct work And Ms [redacted] , I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless) I read through the manual and know exactly the type of venting required and how it should be installed There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned This is a problem that should have been addressed by the prior maintenance employee I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me Quite the diabolical scheme The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous So now I have been lied to twice about my appointment being cancelled - by me - and here Ms [redacted] has added two more lies on topShe first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper If Ms [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says Then we can determine what his final conclusion was Sincerely,Andrew [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorOur records indicate that on Saturday, May 7, a technician installed a new access valve, compressor and drier into [redacted] refrigeratorAfter the parts were installed the unit was tested and was found to be operating within the parameters set forth by the manufacturer [redacted] Sears Home Services, Technical Manager spoke with [redacted] on Monday, May 9, and he confirmed that the refrigerator is operating as expected If [redacted] has any other concerns, he has been invited to contact [redacted] at [redacted] - [redacted] That said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery and installation of his range.It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of a rangeWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, the installation of the range was completed on October 17, We contacted [redacted] , and due to the delay, we offered to add a one year protection agreement on the range; at no cost to [redacted] He accepted the offer and we processed the protection agreement [redacted] will receive a copy of the certificate within – weeks With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and request for a refund We would first like to apologize for any inconvenience [redacted] experienced with this orderAfter reviewing the notes in her order we found that the entire order was cancelled on March 22, Sears Online attempted to issue a refund by March 29, 2016, however the credit did not bridge to her accountSears Online reprocessed the refund on April 5, 2016, under return receipt number [redacted] A credit of $should post to [redacted] account within to business days from April 5th We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 4, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Lenore [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding service her service experience.Upon receipt of Ms [redacted] ’s complaint, we found that she had been in contact with MsNancy Robinson in our escalated complaint departmentThe store manager, MrChris [redacted] arranged for a Janome HDHeavy Duty Mechanical Sewing Machine to be purchased on her behalf and Delivered to Ms [redacted] ’s home on November 9th If Ms [redacted] ’s is still in need of assistance she can contact MsNancy Robinson directly at 1-888-266-extor the store manager, Chris [redacted] directly at [redacted] Since it is our understanding that the resolution provided was acceptable to Ms [redacted] we have closed our case.We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: The [redacted] Office did not accept Sear's explanation I have talked with the [redacted] several times The [redacted] office informed me that Sears refuses to resolve my complaint and they cannot enforce Sears' actions The [redacted] referred me to an attorney Virtually every statement in the Sears response is false Sincerely, [redacted]
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and request for a refund for [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted] expectations when he requested assistance with [redacted] comforters he purchased earlier this yearWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure [redacted] that his concerns have been forwarded to management for review With that having been said, our records indicate that we received [redacted] complaint April 15, However, he did not include a sales receipt or any information for the store where he completed his purchase Therefore, we replied via email and asked him to return to our Kmart store with his receipt to receive further assistance, as returns are handled in our stores, but he did not respond It might also be important to mention that the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues concerning items that may be outside of our return period but still covered by a [redacted] manufacturer’s warranty would be handled by contacting [redacted] directly At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted [redacted] comments and no further resolution can be provided.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received a full refund yetI have responded to [redacted] as well via the email he gave in the response Once this issue is resolved I will accept the response Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with meShe wanted to argue with me instead of listening to my complaintShe was belligerent and unprofessionalAs far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced Sincerely, [redacted]
April 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We are attempting to have this rectified, but it may take some time and we cannot allow this complaint to remain open until that happens due to the nature of our agreement with the Revdex.comAs we noted before, this status affects [redacted] in no way as it stands nowThere is nothing that will be charged to him and it is not on an “account.” It may simply show up in his orders on his profile until the status is corrected and we apologize that this is distressing to himWhile try to resolve our issues with consumer satisfaction in mind, it is not always possible As such, we have closed our file 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
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesUpon receiving [redacted] complaint, it was provided to the local service unit in [redacted] Heights [redacted] contacted [redacted] on Monday, December 21, [redacted] stated that she is not having any issues with the range at this timeShe states that the tech's that came out didn't know what they were doingI let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from SearsThe range in question was purchased from Sears on November 9, and per our policy, [redacted] had days in which to request a refundSince we have noted our response to [redacted] complaint, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted] Tell us why here