May 9, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No [redacted] Revdex.com File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter provides you with an update regarding [redacted] HVAC concernsHe has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifierWe will reimburse him and the repairs can be done at his leisure Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] ***
February 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with both our delivery service and our online product review standardsOur records show that we had already waived our delivery charges under a promotion for Ms [redacted] service; otherwise, we would certainly have refunded her any delivery charges The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in questionAs for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can deviseThey do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the routeDepending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or notWith that said, Ms [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin withAs far as the reviews are concerned, if Ms [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaintsHowever, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between productsAs such, the review is required to be product related only and that is common on most sites that offer product reviewsAt this time, since Ms [redacted] received the dryer she purchased and we have explained how our product reviews work, we have closed our fileWe 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 concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order that was not available at his local Sears store and his request for a full refund It is unfortunate that we failed Mr [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, we have verified with our Online department that a refund of $will be issued on a new Gift CardMr [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online orderIf he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift cardAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card 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
March 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer We have received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired Our offices reached out to [redacted] and she verified that the unit was repaired and is now working She was, however, dissatisfied that it took hours of waiting before the technician arrived For this, we apologize and have escalated to the service manager so that future instances such as this can be averted Because we value [redacted] patronage, we have processed a $gift card for any inconveniences that she may be experienced The gift card will be received in 7-business days to the address listed on this complaint That being said, because [redacted] washer/dryer has been repaired, 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]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mrs [redacted] complaint regarding her refrigerator Upon receipt of Mrs [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for herAt this time we show that delivery was set for January 13, It is important to note that although Mrs [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in and received damaged, our records do not support this contentionWhen we researched, we found that Mrand Mrs [redacted] had purchased a foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number deliveredMr [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transactionMs [redacted] offered Mr [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr [redacted] received a brand new cubic foot refrigerator at no cost to himThis was a refund of $Meanwhile unbeknownst to the store manager, Mr [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigeratorAt that time the agent had no knowledge of the accommodation already provided and so offered Mr [redacted] a year Master Protection agreement (a value of approx$300.00) to keep the refrigerator and this he accepted It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to standNow, on top of the previously given free refrigerator and free MPA, the ***s were offered a replacement refrigerator valued at $even though they did not meet the criteria under the contract to receive thisHowever, since it was offered we honored the commitment and the refrigerator was replacedWe would note though that no further courtesy accommodations will be made to our policies for Mrand Mrs [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, 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 [redacted]
Complaint: [redacted] I am rejecting this response because: I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely, [redacted]
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriateAll transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as suchIn 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker We did receive the requested documentation from [redacted] and are currently working with her on this issue We apologize to [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ [redacted] We have completed the investigation of [redacted] complaint regarding a credit he has been waiting for from Sears Outlet [redacted] Assistant Manager of our Woodbridge location, provided the following response: After receiving and reviewing [redacted] complaint, I contacted him to discuss his concernsThat said, a credit in the amount of $was processed and is referenced by sales check [redacted] Typically a consumer can expect a credit to post to their account within 3-business daysSince we have provided our response to [redacted] complaint and have provided him with his desired resolution, we ask that this complaint be closed 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]
March 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with non-receipt of an item she ordered from kmart.com and her subsequent request for a refund It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We sent an email directly to [redacted] to inform her that we issued a check refund of $to her on February 29, Additionally, [redacted] refunds of $65.69, $65.69, and $were issued on the same date, since the supplier was unable to fulfill [redacted] order At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refunds have been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet [redacted] , manager of the Sears Outlet in Wichita, provided the following response:After receiving and reviewing [redacted] complaint, I left him a voice mail requesting a return callWhen [redacted] returned my call he informed me that when he returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points I then partnered with [redacted] from our member services office who restored [redacted] points to his accountIt is important to note that those points are good for one yearIf I can be of any further assistance to [redacted] I invite him to contact me at [redacted] Since we have restored [redacted] SYWR points, 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]
Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ [redacted] We have completed the investigation of [redacted] complaint regarding the door swing on her refrigerator [redacted] Manager of the Sears in Reading provided the following response: After receiving and reviewing [redacted] complaint, I contacted her to discuss her concernsIn the end it was decided that we will be sending [redacted] a $Sears gift card for her inconvenienceThe gift card should be received by [redacted] in the next weekMoving forward, if [redacted] has any additional concerns, she can contact me at the store by calling [redacted] Since it is my understanding that [redacted] was satisfied in receiving the aforementioned gift card, we ask that this complaint be closed 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]
March 10, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a cancelled sears.com layaway orderIt is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $in four separate credits to her [redacted] Account ending in *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: I am rejecting this response because: Because it's a joke My time and my money are worth more than their gift card offer which costs them pennies on the dollar They need to compensate me for the time I spent trying to deal with the local store in person, over the phone, and several calls to their "customer disservice!" Reading the many forums and websites where reviews can be found, this is a KNOWN ISSUE for Sears and Kmart They are apparently experts at getting payment immediately by promising availability of products that are not available and will not be available for weeks Then when they can't deliver, they use their foreign "customer disservice" agents to put refunds off for days or weeks more They take and use money they have not earned to keep them afloat It's no wonder they are failing! By rights, there should be punitive actions filed and I would gladly join a class action lawsuit I will never do business with Sears or Kmart again Sincerely, Tim [redacted]
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center [redacted] Manager of the Lincoln Sears Auto Center, provided the following response: [redacted] presented his vehicle at the auto center and we diagnosed that a new left front wheel bearing was needed [redacted] approved the work and after we replaced the wheel bearing we also completed a front end alignmentThe current issue with the vehicle is that the left front inner tie rod was found to be disconnected form the rack and pinion When we replaced the wheel bearing we did adjust the inner tie rod, which moved easilyI demonstrated this to [redacted] when he was in the Auto CenterIf [redacted] has any additional concerns he would like to discuss he can reach me at [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]
April 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the service on her washer was not completed in a timely mannerIt is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warrantyWe value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expectedIn [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visitThere was more of a delay in returning to her home than we would have liked, but this was due to this job requiring technicians to completeOur records indicate that [redacted] was offered 50,Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $On April 27, our technicians installed the parts, and completed the repair on the washerWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015 [redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611*** [redacted] We have been unable to complete the investigation of [redacted] ’s complaint regarding repairs for her double oven.On receipt of ***... [redacted] complaint we show service was completed on October 20, 2015. The thermal cutoff was replaced at no charge to [redacted] . We tried to contact [redacted] but have not heard back from her to confirm if the oven is working correctly at this time. We can confirm she has not contacted the service department since the repairs of October 20, 2015. It is important to note that although [redacted] , who is the manufacture of her [redacted] double oven, does have some models with a potential issue with the thermal cut off we have no records of issue with her specific model. We would also like to point out that according to [redacted] ’s complaint it appears that this may have been the first time after two years of ownership that she had done the self-cleaning cycle. If this is true we want to stress the importance of doing the self-cleaning cycle on a regular basis. Waiting 2 years can lead to multiple issues due to food spillage build up causing repairs that would normally not be needed if the self-cleaning cycle is performed at a more often interval like every three months. We would also like to remind [redacted] of the importance of reading the owner’s manual for the self-cleaning cycle and assure she is cleaning the oven per the owner’s manual before running the self-cleaning cycle. With that being said, if [redacted] is still in need of assistance she can contact me directly at [redacted] In the interim we will consider [redacted] ’s case closed, pending his response.We apologize to [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]
January 22, [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 dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention that our records indicate that as Ms [redacted] states, her layaway was cancelled due to a delinquent payment In case Ms [redacted] is not already aware, our online layaway service allows customers to make payments every two weeks for up to from the date of layaway account opening While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way Additionally, refunds for layaways cancelled due to delinquency are processed only after the last day of grace has expired With that having been said our records indicate that Ms [redacted] spoke with sears.com representatives on December 10, 2015, and they correctly advised her that her layaway could not be reinstated, but that she would be able to place a new order at her convenience Our records also show that Ms [redacted] made a single payment of $ Therefore, after the layaway fee of $and the $cancellation fee were assessed, Ms [redacted] was issued a refund of $to her [redacted] account ending in *** At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We respectfully ask to have this matter closed, since we have documented Ms [redacted] complaint and confirmed that the appropriate layaway process has been followed 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 [redacted] ***
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his SYWR membership As clarification, [redacted] has violated both the Terms of Service for SYWR membership and the SYW Max program [redacted] signed up for a program called Shop Your Way Max, which allows you to pay a flat fee for expedited shipping, but this program specifically excludes commercial purchases or re-selling to third partiesThe terms note: “The annual program is not available for purchases from other websites (unless otherwise designated in writing by Company), for corporate accounts or for customers who purchase products for business or institutional use or for customers who are resellers (customer who purchase and resell the items purchased to a third party.”However, [redacted] sends his purchases to other parties each time Furthermore, [redacted] has multiple SYWR accounts setup under different email addresses despite the fact that the terms of the SYWR program note: “you are entitled to only one Member Number and one Points accountIf you have more than one account we may, in our discretion, combine your accounts into one Points accountWe also reserve the right to close accounts at any time in our discretion.” We also want to point out that the Terms of Use for our website note: “To properly serve all customers, Sears reserves the right to limit quantities of orders to only one (1) of any such item(s) purchasedCommercial use of the Sears site is expressly prohibitedSears reserves the right to cancel any orders that it determines in its sole discretion are made for commercial resale purposes.” As illustrated above, we were within our rights to suspend any of [redacted] accounts, and have done so and yet it appears that he continues to open more and is still placing orders that are in violation of the terms and conditions of our website and both of our membership programsWhile we value [redacted] patronage, we ask that he particularly bears the terms and conditions of the SYWR and SYW Max programs in mind when making future purchasesOur IT department will be monitoring the situation closely and should [redacted] continue to violate the aforementioned terms, we will have no choice, but to start billing him for shipping that might not have been charged and for any points usage that is used towards the purchase of merchandise that has been resoldAt this time we are willing to forgo the collection of all the previous shipping charges that he owes us and any points used that would not have applied, since points cannot be resold, but we are unwilling to continue allowing him to blatantly misuse the program to the egregious levels he has done so to dateIn closing, since we have explained why his accounts were suspended, and we were well within our rights to do this, 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ Contact Name and Title: [redacted] Contact Email: [redacted] March 24, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical Upon receiving [redacted] complaint, we escalated his concerns to [redacted] , Senior Case Manager for Online Services, who states the following: First and foremost, I do want to apologize for the trouble this order has causedI do show that on 02/22/you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for EllipticalsThe total of your order came to $You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $was paid with your Sears [redacted] The remaining amount of $was paid using your Shop Your Way Rewards Card After researching your order, I do see that this order is a Sears.com itemAgain, I do apologize for the information givenIf you would still like an exchange, I would be happy to processes this request for youIf you would like to have this set up, please email me back and I will process this request to the first available dateThat being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed 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 Sincerely, [redacted]
May 9, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No [redacted] Revdex.com File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter provides you with an update regarding [redacted] HVAC concernsHe has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifierWe will reimburse him and the repairs can be done at his leisure Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] ***
February 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with both our delivery service and our online product review standardsOur records show that we had already waived our delivery charges under a promotion for Ms [redacted] service; otherwise, we would certainly have refunded her any delivery charges The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in questionAs for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can deviseThey do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the routeDepending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or notWith that said, Ms [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin withAs far as the reviews are concerned, if Ms [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaintsHowever, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between productsAs such, the review is required to be product related only and that is common on most sites that offer product reviewsAt this time, since Ms [redacted] received the dryer she purchased and we have explained how our product reviews work, we have closed our fileWe 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 concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order that was not available at his local Sears store and his request for a full refund It is unfortunate that we failed Mr [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, we have verified with our Online department that a refund of $will be issued on a new Gift CardMr [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online orderIf he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift cardAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card 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
March 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer We have received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired Our offices reached out to [redacted] and she verified that the unit was repaired and is now working She was, however, dissatisfied that it took hours of waiting before the technician arrived For this, we apologize and have escalated to the service manager so that future instances such as this can be averted Because we value [redacted] patronage, we have processed a $gift card for any inconveniences that she may be experienced The gift card will be received in 7-business days to the address listed on this complaint That being said, because [redacted] washer/dryer has been repaired, 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]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mrs [redacted] complaint regarding her refrigerator Upon receipt of Mrs [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for herAt this time we show that delivery was set for January 13, It is important to note that although Mrs [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in and received damaged, our records do not support this contentionWhen we researched, we found that Mrand Mrs [redacted] had purchased a foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number deliveredMr [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transactionMs [redacted] offered Mr [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr [redacted] received a brand new cubic foot refrigerator at no cost to himThis was a refund of $Meanwhile unbeknownst to the store manager, Mr [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigeratorAt that time the agent had no knowledge of the accommodation already provided and so offered Mr [redacted] a year Master Protection agreement (a value of approx$300.00) to keep the refrigerator and this he accepted It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to standNow, on top of the previously given free refrigerator and free MPA, the ***s were offered a replacement refrigerator valued at $even though they did not meet the criteria under the contract to receive thisHowever, since it was offered we honored the commitment and the refrigerator was replacedWe would note though that no further courtesy accommodations will be made to our policies for Mrand Mrs [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, 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 [redacted]
Complaint: [redacted] I am rejecting this response because: I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely, [redacted]
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriateAll transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as suchIn 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker We did receive the requested documentation from [redacted] and are currently working with her on this issue We apologize to [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ [redacted] We have completed the investigation of [redacted] complaint regarding a credit he has been waiting for from Sears Outlet [redacted] Assistant Manager of our Woodbridge location, provided the following response: After receiving and reviewing [redacted] complaint, I contacted him to discuss his concernsThat said, a credit in the amount of $was processed and is referenced by sales check [redacted] Typically a consumer can expect a credit to post to their account within 3-business daysSince we have provided our response to [redacted] complaint and have provided him with his desired resolution, we ask that this complaint be closed 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]
March 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with non-receipt of an item she ordered from kmart.com and her subsequent request for a refund It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We sent an email directly to [redacted] to inform her that we issued a check refund of $to her on February 29, Additionally, [redacted] refunds of $65.69, $65.69, and $were issued on the same date, since the supplier was unable to fulfill [redacted] order At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refunds have been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet [redacted] , manager of the Sears Outlet in Wichita, provided the following response:After receiving and reviewing [redacted] complaint, I left him a voice mail requesting a return callWhen [redacted] returned my call he informed me that when he returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points I then partnered with [redacted] from our member services office who restored [redacted] points to his accountIt is important to note that those points are good for one yearIf I can be of any further assistance to [redacted] I invite him to contact me at [redacted] Since we have restored [redacted] SYWR points, 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]
Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ [redacted] We have completed the investigation of [redacted] complaint regarding the door swing on her refrigerator [redacted] Manager of the Sears in Reading provided the following response: After receiving and reviewing [redacted] complaint, I contacted her to discuss her concernsIn the end it was decided that we will be sending [redacted] a $Sears gift card for her inconvenienceThe gift card should be received by [redacted] in the next weekMoving forward, if [redacted] has any additional concerns, she can contact me at the store by calling [redacted] Since it is my understanding that [redacted] was satisfied in receiving the aforementioned gift card, we ask that this complaint be closed 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]
March 10, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a cancelled sears.com layaway orderIt is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $in four separate credits to her [redacted] Account ending in *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: I am rejecting this response because: Because it's a joke My time and my money are worth more than their gift card offer which costs them pennies on the dollar They need to compensate me for the time I spent trying to deal with the local store in person, over the phone, and several calls to their "customer disservice!" Reading the many forums and websites where reviews can be found, this is a KNOWN ISSUE for Sears and Kmart They are apparently experts at getting payment immediately by promising availability of products that are not available and will not be available for weeks Then when they can't deliver, they use their foreign "customer disservice" agents to put refunds off for days or weeks more They take and use money they have not earned to keep them afloat It's no wonder they are failing! By rights, there should be punitive actions filed and I would gladly join a class action lawsuit I will never do business with Sears or Kmart again Sincerely, Tim [redacted]
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center [redacted] Manager of the Lincoln Sears Auto Center, provided the following response: [redacted] presented his vehicle at the auto center and we diagnosed that a new left front wheel bearing was needed [redacted] approved the work and after we replaced the wheel bearing we also completed a front end alignmentThe current issue with the vehicle is that the left front inner tie rod was found to be disconnected form the rack and pinion When we replaced the wheel bearing we did adjust the inner tie rod, which moved easilyI demonstrated this to [redacted] when he was in the Auto CenterIf [redacted] has any additional concerns he would like to discuss he can reach me at [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]
April 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the service on her washer was not completed in a timely mannerIt is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warrantyWe value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expectedIn [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visitThere was more of a delay in returning to her home than we would have liked, but this was due to this job requiring technicians to completeOur records indicate that [redacted] was offered 50,Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $On April 27, our technicians installed the parts, and completed the repair on the washerWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015 [redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611*** [redacted] We have been unable to complete the investigation of [redacted] ’s complaint regarding repairs for her double oven.On receipt of ***... [redacted] complaint we show service was completed on October 20, 2015. The thermal cutoff was replaced at no charge to [redacted] . We tried to contact [redacted] but have not heard back from her to confirm if the oven is working correctly at this time. We can confirm she has not contacted the service department since the repairs of October 20, 2015. It is important to note that although [redacted] , who is the manufacture of her [redacted] double oven, does have some models with a potential issue with the thermal cut off we have no records of issue with her specific model. We would also like to point out that according to [redacted] ’s complaint it appears that this may have been the first time after two years of ownership that she had done the self-cleaning cycle. If this is true we want to stress the importance of doing the self-cleaning cycle on a regular basis. Waiting 2 years can lead to multiple issues due to food spillage build up causing repairs that would normally not be needed if the self-cleaning cycle is performed at a more often interval like every three months. We would also like to remind [redacted] of the importance of reading the owner’s manual for the self-cleaning cycle and assure she is cleaning the oven per the owner’s manual before running the self-cleaning cycle. With that being said, if [redacted] is still in need of assistance she can contact me directly at [redacted] In the interim we will consider [redacted] ’s case closed, pending his response.We apologize to [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]
January 22, [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 dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention that our records indicate that as Ms [redacted] states, her layaway was cancelled due to a delinquent payment In case Ms [redacted] is not already aware, our online layaway service allows customers to make payments every two weeks for up to from the date of layaway account opening While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way Additionally, refunds for layaways cancelled due to delinquency are processed only after the last day of grace has expired With that having been said our records indicate that Ms [redacted] spoke with sears.com representatives on December 10, 2015, and they correctly advised her that her layaway could not be reinstated, but that she would be able to place a new order at her convenience Our records also show that Ms [redacted] made a single payment of $ Therefore, after the layaway fee of $and the $cancellation fee were assessed, Ms [redacted] was issued a refund of $to her [redacted] account ending in *** At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We respectfully ask to have this matter closed, since we have documented Ms [redacted] complaint and confirmed that the appropriate layaway process has been followed 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 [redacted] ***
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his SYWR membership As clarification, [redacted] has violated both the Terms of Service for SYWR membership and the SYW Max program [redacted] signed up for a program called Shop Your Way Max, which allows you to pay a flat fee for expedited shipping, but this program specifically excludes commercial purchases or re-selling to third partiesThe terms note: “The annual program is not available for purchases from other websites (unless otherwise designated in writing by Company), for corporate accounts or for customers who purchase products for business or institutional use or for customers who are resellers (customer who purchase and resell the items purchased to a third party.”However, [redacted] sends his purchases to other parties each time Furthermore, [redacted] has multiple SYWR accounts setup under different email addresses despite the fact that the terms of the SYWR program note: “you are entitled to only one Member Number and one Points accountIf you have more than one account we may, in our discretion, combine your accounts into one Points accountWe also reserve the right to close accounts at any time in our discretion.” We also want to point out that the Terms of Use for our website note: “To properly serve all customers, Sears reserves the right to limit quantities of orders to only one (1) of any such item(s) purchasedCommercial use of the Sears site is expressly prohibitedSears reserves the right to cancel any orders that it determines in its sole discretion are made for commercial resale purposes.” As illustrated above, we were within our rights to suspend any of [redacted] accounts, and have done so and yet it appears that he continues to open more and is still placing orders that are in violation of the terms and conditions of our website and both of our membership programsWhile we value [redacted] patronage, we ask that he particularly bears the terms and conditions of the SYWR and SYW Max programs in mind when making future purchasesOur IT department will be monitoring the situation closely and should [redacted] continue to violate the aforementioned terms, we will have no choice, but to start billing him for shipping that might not have been charged and for any points usage that is used towards the purchase of merchandise that has been resoldAt this time we are willing to forgo the collection of all the previous shipping charges that he owes us and any points used that would not have applied, since points cannot be resold, but we are unwilling to continue allowing him to blatantly misuse the program to the egregious levels he has done so to dateIn closing, since we have explained why his accounts were suspended, and we were well within our rights to do this, 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ Contact Name and Title: [redacted] Contact Email: [redacted] March 24, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical Upon receiving [redacted] complaint, we escalated his concerns to [redacted] , Senior Case Manager for Online Services, who states the following: First and foremost, I do want to apologize for the trouble this order has causedI do show that on 02/22/you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for EllipticalsThe total of your order came to $You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $was paid with your Sears [redacted] The remaining amount of $was paid using your Shop Your Way Rewards Card After researching your order, I do see that this order is a Sears.com itemAgain, I do apologize for the information givenIf you would still like an exchange, I would be happy to processes this request for youIf you would like to have this set up, please email me back and I will process this request to the first available dateThat being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed 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 Sincerely, [redacted]