October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item Upon receipt of [redacted] complaint we reached out to [redacted] , Store Manager for Kmart Store [redacted] to assist with [redacted] concern [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refundAs clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the boxOur sales associate discovered that the serial numbers did not match and declined [redacted] request for a refundWe instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full priceTherefore, the box was sealed when soldWith that being said, MsRussell's request for a refund has been deniedSince we have addressed the issue brought forth in [redacted] complaint, we have closed our file Again, we apologize to MsRussell and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Complaint: I am rejecting this response because: I told Sears that I was returning the oven when they offered me the dollar refundSo I did not say I was exchanging itSears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take days off of work because Sears measures the oven wrongThe first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issueThe second day was for the handymen to install the ovenThe third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the ovenThey came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court Sincerely, Suzanne [redacted]
November 11, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted] r we reached out... to see if he was still in need of assistance as there was a recent completed repair. He confirmed with me that the service had been completed and the washer was working well. Since we have repaired the washer and [redacted] is no longer in need of assistance we have closed our case.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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Tena A [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***’s complaint regarding her riding mower We would like to take a moment to explain that when Ms [redacted] contacted Sears for service on April 27, she informed the repair agent that her riding tractor was losing powerAs is our policy, when our agent saw that Ms [redacted] was outside her warranty and the repair protection agreement she did have on the mower had expired she was offered a Service Smart Agreement (SSA)This is a service agreement that is available for our customers for an item that is already not workingOur customers are given the opportunity to purchase this one year service agreement to cover repairs up to $500.00, if the repairs are over $our customer is given the option to pay for the cost over the $repair limit or they may choose not to have the item repaired and will be provided with an in store replacement credit of $ Ms [redacted] chose to purchase this service agreement on April 27, for $plus tax; Service was then set for June 16, Our service technician found that the tractor had caught fire and the Engine, fender consoles and the battery would need to be replacedOur service technician stated that it appeared that the fire was due to a leak in the fuel line or that too much gas was put in causing it to leakThe cost of the parts to repair is approximately $1600.00, this does not include laborMs [redacted] elected not to pay the repair amount over the $that is covered under her SSA and requested the $voucher to replaceThis was set up for Ms [redacted] and is still in effect It is important to note that items like breaks, tubing, filters and such are items that are expected to need replacing from time to timeGenerally these items are checked for wear and tear at the time of a tune up which the manufacture recommends having done at either the beginning or the end of a mowing season and replaced at that timeOur records show that we have performed one tune up on Ms***’s tractor in There were several services in and these services were replacement of the pulley and mower belts these items would not have contributed to the issues with the fuel line Ms [redacted] indicates she was referred to SedgwickSedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is finalMs***’s claims examiner is Carlos [redacted] his direct number is 847-645-and his email is: Carlos[redacted] @sedgwickcms.com Ms [redacted] will need to contact him directly for the results of their findings Since we have addressed Ms***’s issue and explained why she was offered the $voucher under the terms and conditions of her SSA and explained why we are not able to honor her request to raise the replacement amount another $we have closed our case We apologize to Ms***’s 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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: I am rejecting this response because: I do not know what more can I had to this complaintI only have the facts as I stated to themUnfortunately Sears Outlet does stand behind their productI will never purchase anything else that is affiliated with Sears OutletI would like to make it clear and noted that I am an dis-satisfied customer and I am just waiting for the ""Class Action Law Suit that I am sure will be forth coming; selling defected appliances Thank you, Revdex.com for handling my request this far Mys next step will be the Media Sincerely, Patricia ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a tractor purchased from SearsSears has processed an in warranty exchange of [redacted] tractorThe new unit is scheduled to be delivered on Saturday, May 14, In the event that is not a convenient date, [redacted] can call our home delivery office at [redacted] and reschedule for a more convenient timeSince it is my understanding that Mr [redacted] was satisfied with the actions taken by Sears to resolve his concerns, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
Complaint: 10969239 I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response. Sincerely, Ronald ***
February 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his request to cancel his order and receive a refund [redacted] Manger for Sears Store number ***, has attempted to contact Mr [redacted] by telephone, but has not been able to speak with him She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr [redacted] has not yet replied Unfortunately, because Mr [redacted] order was shipped to our store, the cancellation needs to be processed by our store Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still needs assistance, he is welcome to contact [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/11/10) */ Contact Name and Title: [redacted] Contact Email: [redacted] November 10, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her washer failed sooner than she expected We apologize that [redacted] washer began to leak after being used initiallyAfter researching her saleschecks, we found that she initially paid $for item# [redacted] for her washer under salescheck# [redacted] and $for her dryer, item# [redacted] under salescheck# [redacted] It should be further noted that [redacted] has been in contact with our Blue Ribbon escalation team where she was offered an exchange [redacted] requested item# [redacted] for her washer which is $and item# [redacted] for her dryer which is $The price difference for the washer and dryer is $over what she originally paid and our Blue Ribbon team offered to pay $towards the upgrade cost with [redacted] paying the additional $to which she disagreedWhile we understand that she was dissatisfied with the washer she received, we are unable to grant her request for an exchange and upgrade of $Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe fact remains that also [redacted] washer was not functioning as designed, we feel that exchanging her washer and dryer and waiving $off the cost of the upgrade is relative to the circumstances and no further compensation will be offeredShould [redacted] decide to accept the exchange of the washer and dryer with the $upgrade, she can contact [redacted] and I will ring the exchangeThat being said, because we are willing to exchange the washer and dryer and waive $250.00, we respectfully request this complaint be closed Again, 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] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not think it is unreasonable to request a replacement product of the same quality of the one I purchasedRegardless of whatever sale I was able to take advantage of I shouldn't have to compromise aesthetics, function and quality based on a manufacturer default - twice! It is unreasonable to consider it an "upgrade" to get a washer of similar quality to the model I haveThe current Kenmore that has defaulted within days (BOTH machines) is a $machineI considered it VERY reasonable that I selected a comparable model but different brand at The units were on sale to $699, tax free, and I have a $coupon off each one resulting in an out of pocket price of $So for being a savvy shopper (waiting for sales, utilizing coupons, etc.) I am now being penalized and basically forced to DOWNGRADE my current washer and dryer because of NO FAULT of my own I find this is very poor customer service and unacceptable to expect a customer to compromise size, aesthetic, quality, features, etcdue to manufacturer default - twiceI paid $for both unitsSears has offered a $credit on that resulting in $totalThis results in a difference of $398, which I don't feel I should be responsible for payingIt's not as if I purchased a base model unit for $and now want a "bigger & better version" I purchased a top of the line unit and am now being told to compromise into something cheaper due to manufacturer defaultI feel cheated At this point I would like to take my business elsewhere, how do I go about returning these altogether and being done with this catastrophe? Final Business Response / [redacted] (4000, 9, 2014/11/11) */ November 11, [redacted] We have completed the investigation of [redacted] rebuttal regarding her dissatisfaction that her washer failed sooner than she expected We apologize that [redacted] is dissatisfied with our offer to exchange her washer and dryer and pay $towards the upgrade cost of the new units she would likeWe are unable to offer anything further so we have agreed to refund [redacted] per her request for her washer and dryerHer dryer return will be picked up on November 13, under salescheck# [redacted] and her money will be refunded once her washer is received at the warehouseAs for the dryer, it will also be picked up on November 13, under salescheck# [redacted] and money will be refunded upon its receipt at the warehouseThat being said, because we have provided [redacted] with her requested resolution, we have closed our file Again, 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]
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** Dear *** ***We have
completed the investigation of *** *** rebuttalWe have reviewed
both our response and *** *** rebuttal, and we do not find that he has
brought any new information to his complaintIt is possible the item in
question was listed in error for the price *** *** mentioned However, the fact remains that even if that
were the case, we were not required to honor a pricing error according to our
Terms of Service, which he agreed to by simply viewing the siteAs we noted,
the item is not listed for sale now by Sears; it is only sold by a third party
seller and we cannot make them sell the item to *** *** for a specific
priceUnfortunately, we are not always able to arrive at a resolution that
would meet with a consumer’s complete satisfaction, since we do not find that
all requests are reasonable and therefore within our power to grantIn light
of the aforementioned information, we respectfully ask that matter remain closedWe appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***
March 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding multiple repairs for his washer
We had senior service technician complete repairs on *** *** washer on March 22, After installing parts our technician ran two loads with towels on the washer and it performed as design each timeOur service unit has tried to contact *** *** after the repair to confirm the unit is still functioning but we have not received a call back at this timeAs it is our understanding that the washer is working we have closed our case We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of the ***
*** *** *** Titanium Pro she purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have 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 searchMarketplace 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 For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. However, when Ms*** informed us that she had not yet received her order, we contacted the seller on her behalf and they indicated that they revealed that the item had not yet left the local *** *** ***. The quickly corrected this issue and Ms*** order was delivered to her on December 11, 2015, the day after she submitted this Revdex.com concern. Therefore, at this time, we can only apologize for any inconvenience she may have experienced. Ms*** may direct any further questions about her order or item directly to the seller. Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint:
I am rejecting this response because:Ms*** indicates that many conditions are present which lead to decreased air pressure. I provided documentation of the proactive measures taken after purchasing the four tires at Sears. This included, and was not limited to, tire rotation on a consistent and timely basis (reference to invoices documenting tire rotation were written with my original complaint), checking air pressure monthly as well as during the rotation of the tires. The road I travel daily to/from work is the Florida Turnpike which is a smooth asphalt road surface. Ms*** indicates that the blowouts are not necessarily the result of a manufacturing defect, yet two (2), not one, tires blew out, nearly causing a terrible accident. Both tires were bought at Sears from the same stockAccording to research tire blow-outs may occur due to Tire defects manufacturing defects such tread separations. One could reasonably infer that the tires were defective in that two tires had a blow-out. Air pressure, I assure you, was constantly monitored and maintained at proper air levelsI purchased road hazard coverage from Sears. It is obvious from the response to the Revdex.com that Sears is NOT willing to provide the coverage provided by the road hazard nor assume responsibility for the two defective tires that they sold me! Yes, I had to make a quick decision to purchase tires elsewhere. Sears did not give me another choice given the price that was quoted that day on the phone.Documenting my concern is NOT providing a remedy for the damage I suffered for the two faulty tires purchased at Sears. It is unfortunate that Sears, a company of long-standing reputation, is responding in a manner that does not provide a remedy for products that they sell that are indeed faulty. I wholeheartedly reject the response provided.Sincerely,Ileana ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** ***’s complaint regarding the ability to return a part to his
local store *** *** was contacted by the store general manager, *** *** and the incorrect part was refunded to *** ***We apologize for any inconveniences *** *** may have experienced but can assure him that the issues he reports have at the store have been sent to management to prevent any future problemsSince it is our understanding that the resolution provided was acceptable to *** *** we have closed our case We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint:
I am rejecting this response because:
Sincerely,
Lashonda ***Hello, the Sears technician haven't been to my house since September or October I have had over five calls that where a no show And all the call before that add up to a lemonAs for my food lost you guys didn't come to service the product so you couldn't seeAs a loyal costumer your technician is a liar and yall will lose a lot of business if you don't address the situationAnd this is the Christmas season and my Thanksgiving was ruining do to poor performance in serviceI seek a replacement of refrigerator , food lost, and warranty for refrigerator refund
March 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
It is unfortunate that we failed *** *** expectations as we value his patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe 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 sent an email correspondence to *** *** and offered to assist him in placing the order if he is still interestedAdditionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding his washer We apologize that *** *** washer failed
to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In *** *** case he purchased his washer on January 4, and the full manufacture warranty expired a year later on January 4, Our records show only one service for *** *** on December 24, 2014, this is eleven months after the purchaseOur service technician arrived on December 24, and found that the right front leveler leg needed to be adjusted and did so*** *** never contacted Sears after this repair to indicate his was still having issues To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to *** ***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, if *** *** would like to have a second opinion, we are willing to have a technician come out to the house to diagnose the unit at no cost to *** ***, it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will stand*** *** need only contact me directly at *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to *** *** to decide if he wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be his responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a battery that did not work properly
Upon
receiving *** *** complaint, we escalated his concerns to *** ***, Auto Center Manager for Unit# ***, who states the following:
I was informed by my management team that they had asked for the member to bring the vehicle in so that we could ensure everything else was working properly and that there was not any other factors contributing to the premature failure (no charge for this service), but *** *** had declinedI am willing to warranty his battery as a customer satisfaction gesture, but I do not feel this will result in a permanent fix to the premature failureWe typically do not compensate for loss of time, but I would be happy to provide the installation of the battery and a comprehensive diagnostic of the charging system for *** *** if he would like to do so- Both services would be free of charge for him I spoke *** *** and he has accepted our offerHe will be calling back to schedule an appointment for battery replacement and diagnostic. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 6,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have
completed our investigation of *** *** rebuttalAssistant Manager
*** *** has notified us that the necessary parts have arrived and *** *** has
agreed to pick them up some time this week*** may be reached during business
hours at *** *** if *** *** has any further concernsWe appreciate
the opportunity to address this matterPlease feel free to contact me if you
have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears Holdings
Corporation
October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item Upon receipt of [redacted] complaint we reached out to [redacted] , Store Manager for Kmart Store [redacted] to assist with [redacted] concern [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refundAs clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the boxOur sales associate discovered that the serial numbers did not match and declined [redacted] request for a refundWe instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full priceTherefore, the box was sealed when soldWith that being said, MsRussell's request for a refund has been deniedSince we have addressed the issue brought forth in [redacted] complaint, we have closed our file Again, we apologize to MsRussell and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Complaint: I am rejecting this response because: I told Sears that I was returning the oven when they offered me the dollar refundSo I did not say I was exchanging itSears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take days off of work because Sears measures the oven wrongThe first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issueThe second day was for the handymen to install the ovenThe third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the ovenThey came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court Sincerely, Suzanne [redacted]
November 11, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted] r we reached out... to see if he was still in need of assistance as there was a recent completed repair. He confirmed with me that the service had been completed and the washer was working well. Since we have repaired the washer and [redacted] is no longer in need of assistance we have closed our case.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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Tena A [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***’s complaint regarding her riding mower We would like to take a moment to explain that when Ms [redacted] contacted Sears for service on April 27, she informed the repair agent that her riding tractor was losing powerAs is our policy, when our agent saw that Ms [redacted] was outside her warranty and the repair protection agreement she did have on the mower had expired she was offered a Service Smart Agreement (SSA)This is a service agreement that is available for our customers for an item that is already not workingOur customers are given the opportunity to purchase this one year service agreement to cover repairs up to $500.00, if the repairs are over $our customer is given the option to pay for the cost over the $repair limit or they may choose not to have the item repaired and will be provided with an in store replacement credit of $ Ms [redacted] chose to purchase this service agreement on April 27, for $plus tax; Service was then set for June 16, Our service technician found that the tractor had caught fire and the Engine, fender consoles and the battery would need to be replacedOur service technician stated that it appeared that the fire was due to a leak in the fuel line or that too much gas was put in causing it to leakThe cost of the parts to repair is approximately $1600.00, this does not include laborMs [redacted] elected not to pay the repair amount over the $that is covered under her SSA and requested the $voucher to replaceThis was set up for Ms [redacted] and is still in effect It is important to note that items like breaks, tubing, filters and such are items that are expected to need replacing from time to timeGenerally these items are checked for wear and tear at the time of a tune up which the manufacture recommends having done at either the beginning or the end of a mowing season and replaced at that timeOur records show that we have performed one tune up on Ms***’s tractor in There were several services in and these services were replacement of the pulley and mower belts these items would not have contributed to the issues with the fuel line Ms [redacted] indicates she was referred to SedgwickSedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is finalMs***’s claims examiner is Carlos [redacted] his direct number is 847-645-and his email is: Carlos[redacted] @sedgwickcms.com Ms [redacted] will need to contact him directly for the results of their findings Since we have addressed Ms***’s issue and explained why she was offered the $voucher under the terms and conditions of her SSA and explained why we are not able to honor her request to raise the replacement amount another $we have closed our case We apologize to Ms***’s 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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: I am rejecting this response because: I do not know what more can I had to this complaintI only have the facts as I stated to themUnfortunately Sears Outlet does stand behind their productI will never purchase anything else that is affiliated with Sears OutletI would like to make it clear and noted that I am an dis-satisfied customer and I am just waiting for the ""Class Action Law Suit that I am sure will be forth coming; selling defected appliances Thank you, Revdex.com for handling my request this far Mys next step will be the Media Sincerely, Patricia ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a tractor purchased from SearsSears has processed an in warranty exchange of [redacted] tractorThe new unit is scheduled to be delivered on Saturday, May 14, In the event that is not a convenient date, [redacted] can call our home delivery office at [redacted] and reschedule for a more convenient timeSince it is my understanding that Mr [redacted] was satisfied with the actions taken by Sears to resolve his concerns, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
Complaint: 10969239 I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response. Sincerely, Ronald ***
February 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his request to cancel his order and receive a refund [redacted] Manger for Sears Store number ***, has attempted to contact Mr [redacted] by telephone, but has not been able to speak with him She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr [redacted] has not yet replied Unfortunately, because Mr [redacted] order was shipped to our store, the cancellation needs to be processed by our store Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still needs assistance, he is welcome to contact [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/11/10) */ Contact Name and Title: [redacted] Contact Email: [redacted] November 10, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her washer failed sooner than she expected We apologize that [redacted] washer began to leak after being used initiallyAfter researching her saleschecks, we found that she initially paid $for item# [redacted] for her washer under salescheck# [redacted] and $for her dryer, item# [redacted] under salescheck# [redacted] It should be further noted that [redacted] has been in contact with our Blue Ribbon escalation team where she was offered an exchange [redacted] requested item# [redacted] for her washer which is $and item# [redacted] for her dryer which is $The price difference for the washer and dryer is $over what she originally paid and our Blue Ribbon team offered to pay $towards the upgrade cost with [redacted] paying the additional $to which she disagreedWhile we understand that she was dissatisfied with the washer she received, we are unable to grant her request for an exchange and upgrade of $Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe fact remains that also [redacted] washer was not functioning as designed, we feel that exchanging her washer and dryer and waiving $off the cost of the upgrade is relative to the circumstances and no further compensation will be offeredShould [redacted] decide to accept the exchange of the washer and dryer with the $upgrade, she can contact [redacted] and I will ring the exchangeThat being said, because we are willing to exchange the washer and dryer and waive $250.00, we respectfully request this complaint be closed Again, 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] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not think it is unreasonable to request a replacement product of the same quality of the one I purchasedRegardless of whatever sale I was able to take advantage of I shouldn't have to compromise aesthetics, function and quality based on a manufacturer default - twice! It is unreasonable to consider it an "upgrade" to get a washer of similar quality to the model I haveThe current Kenmore that has defaulted within days (BOTH machines) is a $machineI considered it VERY reasonable that I selected a comparable model but different brand at The units were on sale to $699, tax free, and I have a $coupon off each one resulting in an out of pocket price of $So for being a savvy shopper (waiting for sales, utilizing coupons, etc.) I am now being penalized and basically forced to DOWNGRADE my current washer and dryer because of NO FAULT of my own I find this is very poor customer service and unacceptable to expect a customer to compromise size, aesthetic, quality, features, etcdue to manufacturer default - twiceI paid $for both unitsSears has offered a $credit on that resulting in $totalThis results in a difference of $398, which I don't feel I should be responsible for payingIt's not as if I purchased a base model unit for $and now want a "bigger & better version" I purchased a top of the line unit and am now being told to compromise into something cheaper due to manufacturer defaultI feel cheated At this point I would like to take my business elsewhere, how do I go about returning these altogether and being done with this catastrophe? Final Business Response / [redacted] (4000, 9, 2014/11/11) */ November 11, [redacted] We have completed the investigation of [redacted] rebuttal regarding her dissatisfaction that her washer failed sooner than she expected We apologize that [redacted] is dissatisfied with our offer to exchange her washer and dryer and pay $towards the upgrade cost of the new units she would likeWe are unable to offer anything further so we have agreed to refund [redacted] per her request for her washer and dryerHer dryer return will be picked up on November 13, under salescheck# [redacted] and her money will be refunded once her washer is received at the warehouseAs for the dryer, it will also be picked up on November 13, under salescheck# [redacted] and money will be refunded upon its receipt at the warehouseThat being said, because we have provided [redacted] with her requested resolution, we have closed our file Again, 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]
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** Dear *** ***We have
completed the investigation of *** *** rebuttalWe have reviewed
both our response and *** *** rebuttal, and we do not find that he has
brought any new information to his complaintIt is possible the item in
question was listed in error for the price *** *** mentioned However, the fact remains that even if that
were the case, we were not required to honor a pricing error according to our
Terms of Service, which he agreed to by simply viewing the siteAs we noted,
the item is not listed for sale now by Sears; it is only sold by a third party
seller and we cannot make them sell the item to *** *** for a specific
priceUnfortunately, we are not always able to arrive at a resolution that
would meet with a consumer’s complete satisfaction, since we do not find that
all requests are reasonable and therefore within our power to grantIn light
of the aforementioned information, we respectfully ask that matter remain closedWe appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***
March 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding multiple repairs for his washer
We had senior service technician complete repairs on *** *** washer on March 22, After installing parts our technician ran two loads with towels on the washer and it performed as design each timeOur service unit has tried to contact *** *** after the repair to confirm the unit is still functioning but we have not received a call back at this timeAs it is our understanding that the washer is working we have closed our case We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of the ***
*** *** *** Titanium Pro she purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have 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 searchMarketplace 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 For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. However, when Ms*** informed us that she had not yet received her order, we contacted the seller on her behalf and they indicated that they revealed that the item had not yet left the local *** *** ***. The quickly corrected this issue and Ms*** order was delivered to her on December 11, 2015, the day after she submitted this Revdex.com concern. Therefore, at this time, we can only apologize for any inconvenience she may have experienced. Ms*** may direct any further questions about her order or item directly to the seller. Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint:
I am rejecting this response because:Ms*** indicates that many conditions are present which lead to decreased air pressure. I provided documentation of the proactive measures taken after purchasing the four tires at Sears. This included, and was not limited to, tire rotation on a consistent and timely basis (reference to invoices documenting tire rotation were written with my original complaint), checking air pressure monthly as well as during the rotation of the tires. The road I travel daily to/from work is the Florida Turnpike which is a smooth asphalt road surface. Ms*** indicates that the blowouts are not necessarily the result of a manufacturing defect, yet two (2), not one, tires blew out, nearly causing a terrible accident. Both tires were bought at Sears from the same stockAccording to research tire blow-outs may occur due to Tire defects manufacturing defects such tread separations. One could reasonably infer that the tires were defective in that two tires had a blow-out. Air pressure, I assure you, was constantly monitored and maintained at proper air levelsI purchased road hazard coverage from Sears. It is obvious from the response to the Revdex.com that Sears is NOT willing to provide the coverage provided by the road hazard nor assume responsibility for the two defective tires that they sold me! Yes, I had to make a quick decision to purchase tires elsewhere. Sears did not give me another choice given the price that was quoted that day on the phone.Documenting my concern is NOT providing a remedy for the damage I suffered for the two faulty tires purchased at Sears. It is unfortunate that Sears, a company of long-standing reputation, is responding in a manner that does not provide a remedy for products that they sell that are indeed faulty. I wholeheartedly reject the response provided.Sincerely,Ileana ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** ***’s complaint regarding the ability to return a part to his
local store *** *** was contacted by the store general manager, *** *** and the incorrect part was refunded to *** ***We apologize for any inconveniences *** *** may have experienced but can assure him that the issues he reports have at the store have been sent to management to prevent any future problemsSince it is our understanding that the resolution provided was acceptable to *** *** we have closed our case We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint:
I am rejecting this response because:
Sincerely,
Lashonda ***Hello, the Sears technician haven't been to my house since September or October I have had over five calls that where a no show And all the call before that add up to a lemonAs for my food lost you guys didn't come to service the product so you couldn't seeAs a loyal costumer your technician is a liar and yall will lose a lot of business if you don't address the situationAnd this is the Christmas season and my Thanksgiving was ruining do to poor performance in serviceI seek a replacement of refrigerator , food lost, and warranty for refrigerator refund
March 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
It is unfortunate that we failed *** *** expectations as we value his patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe 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 sent an email correspondence to *** *** and offered to assist him in placing the order if he is still interestedAdditionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding his washer We apologize that *** *** washer failed
to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In *** *** case he purchased his washer on January 4, and the full manufacture warranty expired a year later on January 4, Our records show only one service for *** *** on December 24, 2014, this is eleven months after the purchaseOur service technician arrived on December 24, and found that the right front leveler leg needed to be adjusted and did so*** *** never contacted Sears after this repair to indicate his was still having issues To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to *** ***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, if *** *** would like to have a second opinion, we are willing to have a technician come out to the house to diagnose the unit at no cost to *** ***, it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will stand*** *** need only contact me directly at *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to *** *** to decide if he wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be his responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a battery that did not work properly
Upon
receiving *** *** complaint, we escalated his concerns to *** ***, Auto Center Manager for Unit# ***, who states the following:
I was informed by my management team that they had asked for the member to bring the vehicle in so that we could ensure everything else was working properly and that there was not any other factors contributing to the premature failure (no charge for this service), but *** *** had declinedI am willing to warranty his battery as a customer satisfaction gesture, but I do not feel this will result in a permanent fix to the premature failureWe typically do not compensate for loss of time, but I would be happy to provide the installation of the battery and a comprehensive diagnostic of the charging system for *** *** if he would like to do so- Both services would be free of charge for him I spoke *** *** and he has accepted our offerHe will be calling back to schedule an appointment for battery replacement and diagnostic. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 6,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have
completed our investigation of *** *** rebuttalAssistant Manager
*** *** has notified us that the necessary parts have arrived and *** *** has
agreed to pick them up some time this week*** may be reached during business
hours at *** *** if *** *** has any further concernsWe appreciate
the opportunity to address this matterPlease feel free to contact me if you
have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears Holdings
Corporation