April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the cancellation of his sears.com order and his subsequent request for a $gift card As stated in our previous response submitted yesterday, April 12, 2016, *** *** is expected to receive the eGift card within 2-business days. Therefore, it is not unusual that *** *** has not yet received his gift card. It is very important that he check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. He may notify us if he has not received the gift card after April 15, 2016. 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 *** *** *** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a refund
she is waiting for from Sears Upon
receiving *** *** complaint I
reached out to our accounting department who
advised that the proper address was not noted on the sales check, therefore the
check was not mailed to the proper addressThat said, a stop pay has been placed
on that check and a new check has been requestedOnce the check prints, it
will be sent overnight to *** *** home via *** she will have it at her
home on FridayAs soon as get the tracking information I will email it to *** *** at her *** email address noted in her complaintSince we have noted our
response to *** *** complaint, we ask that this complaint be closedWe 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
Claims SpecialistSears
Holdings Corporation***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his inability to receive some
furniture he purchased from sears.com Store Manager *** *** provided the following response: As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. In this case, *** *** purchase was made from our outlet site, which sells unique merchandise such as floor model, refurbished, previously used and over stock items at a largely discounted price We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the item in question is not available at the store that was fulfilling his order and since it was being sold at a special price, there are no substitutions. We did offer to provide him with a sofa we had in stock for the same price as a courtesy, but he did not like the colorShould *** *** decide to reconsider and we still have the same item available, I *** may be reached during business hours at (*** ***In accordance then with our disclaimer and our posted policies, we are unable to honor Mr*** request to receive the original item since the item is not available and we are also unable to provide him with a substitution for the same price. In closure, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with furniture
she purchased from a Marketplace vendor hosted by the sears.com website and her request for a full refund of the shipping costs assessed from her refund As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This seller’s name is stated whenever a Marketplace item is selected and it is shown throughout the order process. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case *** *** has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product pageReturn policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final With this having been said, our records indicate that the seller of the furniture *** *** ordered declined to offer a full refund because a second delivery date was accepted by *** ***, which resulted in additional expenses for the seller While we stand behind the seller’s decision to adhere to their policies, we do empathize with *** ***’ situation. Therefore, solely as a customer satisfaction gesture, we issued a refund of $to her account on April 21, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted *** ***’ comments and the requested resolution 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, *** *** Regulatory Complaint Specialist *** *** *** ***
April 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction that the service of his washer was not completed in a
timely manner and the quality of the service providedUpon receipt of *** *** complaint we reviewed the notes on the case and service order related to the service on his washerAccording to our records, on March 18, our technician assessed *** *** washer and found a seal had failed and there was water in the pump motor assemblyOur technician ordered the pump motor assembly and scheduled to return on March 28, to install itWhen our technician installed the new pump motor assembly, the washer was still not draining and he contacted our Strategic Technical Assistance Center (STAC) for assistanceAfter voltage testing at different points, it was determined that the control board would need to be replaced as well since it may have shorted due to the water in the original pump motorOur technician ordered the control board and scheduled to return to complete the repair once the control board arrivedSTAC also advised our technician to leave the new pump motor installed until after the new control board is installed; and then confirm that the washer is operationalHe would then reinstall the original used pump and retest the washer, as a process of eliminationAs clarification, it is possible that the washer may need both the pump motor assembly and the control board to operateIf the new pump motor assembly was not needed then it would be returned by our technician and a credit would have been issued for the partHowever, *** *** called customer service that same day and requested that we assign another technician to return to complete the repair*** *** called again the next day on March 29, and requested that we expedite the control board and that we provide a sooner service date*** *** was informed that the part was already in ship process and his request was denied*** *** called again several hours later and requested to cancel service*** *** stated that he hired another service provider to complete the repairWe contacted *** and the part ordered was out for delivery, so we cancelled the delivery and it was returned*** *** was informed that since he had cancelled the service, he would have to return the pump motor assembly in order to receive credit for that partAs *** *** stated in his complaint, he is returning his used pump motor assembly since the new one is still installed in his washer*** *** was issued a *** return call tag for the return of the pump motor assemblyAs far as *** *** request for a full refund including our $non-refundable diagnostic fee is concerned, we did not find that this was warranted, particularly since he cancelled service and did not allow our technician the opportunity to complete the repairOur records indicate that *** *** prepaid $for the service and will be issued a credit of $upon return of the partsAs this decision is commensurate to the circumstances, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her tractorWhile *** *** is upset that her tractor requires certain repairs to return it to proper working order even though she states she has only used it for one summer, she is not entitled to a refund. Per Sears’ Return Policy, lawn equipment can only be exchanged or returned for a refund within the first days of purchase; *** *** is too far outside this timeframe to make an exception. Furthermore, the issues with *** *** tractor appear to stem from the fact that it has been sitting exposed to the elements for a year. The problems noted by the technician are a direct result of improper care and maintenance, so it is our contention that *** *** has not been following the care and maintenance guidelines found in her owner’s manual Based upon the technician’s findings, *** *** is not entitled to any accommodations. Furthermore, *** *** is mistaken in regard to the *** Lifetime Warranty; this warranty applies to most hand tools, but has never been applicable to lawn and garden equipment With that said, since we have explained why we are unable to honor *** *** request for a refund, we have closed our fileWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to his refrigeratorI
received the complaint filed
by *** *** on Tuesday, October 27th and
immediately reviewed the service history on his refrigerator and noticed that
the main computer board was ordered one week prior on the 20th and was
not scheduled to ship until November 3rdI then emailed *** ***
and offered to replace his refrigerator instead of him waiting for the
backordered part to ship and then have to wait to have it installedThat said,
we did replace the refrigerator and unbeknownst me the manufacturer of the
refrigerator did ship the backordered part to *** *** Noted as his desired
resolution, *** *** asks how Sears is going to compensate him for his
inconvenience. Additionally *** ***
states that he will not accept compensation for food loss and $
reimbursement towards a small appliance purchaseThe $offer was made to
reimburse for the purchase of a compact refrigeratorI do not see where that a
compact mini refrigerator was purchasedOn October 10th, the first
time our customer care network spoke with *** ***, he was also offered food
loss reimbursementIt is important to note that per the manufacturer’s warranty,
Sears shall not be liable for incidental or consequential damagesThis means
Sears is not responsible for food loss reimbursement, but since it was offered,
we are willing to provide *** *** with a sales adjustment in the amount of $200.00,
which we will provide to him in the form of a bank check as a gesture of good
customer serviceTypically a consumer can expect to receive a bank check
within 10-days of processingIf *** *** would like to accept our offer of
$in food loss reimbursement, he can email me at *** and I
will process the sales adjustment right awayRegarding the previous customer
service received, it should be known that we do value *** *** patronage,
but can understand how the series of events noted in his complaint and emails
to me has caused him to lose faith in SearsWe can assure *** *** that his
concerns were forwarded to the management of the local service unit for review,
so future problems of this nature can be averted. We can only reiterate
that we do not condone how he was treated and that we truly regret that we
failed to meet his expectationsAt this time, since we have provided our response
to *** *** complaint, we ask that this complaint be closed pending further
contactWe 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,*** *** *** *** *** ***
November 13, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** Dear *** ***We have been unable to complete the investigation of *** ***
feedback regarding the use of our
Kmart.com website as it relates to his *** purchasesWe want to thank *** *** for his comments
regarding the experience he has had with our website recentlyWe want our site
to be as convenient as it can possibly be to our consumers since we want them
to continue to use itAccordingly, we appreciate feedback such as *** ***
and we will make sure it forwarded to the appropriate parties for reviewIn
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to *** *** and appreciate the
opportunity to address this matterPlease feel free to contact me if you have
any further questions or concerns.Sincerely,*** *** *** *** *** *** *** *** ***
Complaint:
I am rejecting this response because:the issue has not been resolved Based on history, the oven will continue to give us problems
Sincerely,
Jim *** ***
November 27, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have completed the
investigation of *** *** complaint regarding the charges for a recent dryer
repair.Prior to receiving *** ***
complaint, our records indicate that she was advised by our escalated
customer service group, Social Media, that the charges for her repair were
correct and that she would not be refunded any monies. At the time *** *** scheduled service, she
was informed that she would be charged a minimum trip fee of $for a technician
to diagnose her dryer, and that this fee
was non-refundable whether she proceeded with the repair or not. If she chose to proceed with the repair, the
cost of the trip charge would be incorporated into the cost of the labor to
repair the dryer and if parts were needed, that cost would be an additional charge. The technician diagnosed *** ***’s dryer
and subsequently installed new gas coils.
Therefore, *** *** is liable for the cost of the parts ($35.03) and
the associated labor cost ($148.00). Furthermore,
we would like to point out that we do not charge by an hourly rate; rather, the
charges for our services are based on job codes, which is a common practice in
the repair industry. These job codes
incorporate many factors, including the time spent to do the job, the training
and tools for the technician to be able to perform the repair, the gas and
labor to get to a customer’s home (the fuel surcharge covers the additional
expenses that we have incurred due to the higher price of fuel), and other
incidentals. In other words, whether the
technician spent minutes repairing *** ***’s dryer, or an hour and
minutes, the labor charge would have been the same.Accordingly, we find that
*** *** *s not entitled to any accommodations, as she was charged correctly;
therefore, no refund will be issued. As
this decision is final and commensurate to the circumstances, we ask that this
matter be closed.We appreciate the
opportunity to address this matter. Sincerely,*** *** *** ***
January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding the *** elliptical exerciser
she ordered from sears.com mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com. Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order. If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer. This is why most online merchants have similar terms and conditions. Most online retailers post similar terms of use, and we stand by our disclaimer We sincerely apologize to MrsKenney for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refundedWith that having been said, our records indicate that Sears issued a refund of $to Mrs*** *** account and $to her Shop Your Way Rewards account ending in *** on December 8, 2015. Since a resolution appropriate to our Terms of Use has been provided, we have closed our file regarding this matterWe 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 *** *** *** ***
March 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding a recent purchaseDistrict Manager *** *** provided the following response: We have agreed to process a full refundShould *** *** need to speak with me (*** I may be reached at *** *** during business hoursIn light of the aforementioned information, we respectfully ask that this 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:While I am pleased to finally receive a response from Sears, exhoneration from all responsibility based on a well documented lack of Customer Service on a Sears product and the lack of urgency displayed during the period 12/17/until present is simply not or acceptable business practice.The fact that I did not purchase a warranty for this unit that came with the house I purchased should have no bearing on the remedies I have requested. If days from promise date to delivery on a back ordered part for a Sears brand product is deemed accepable business practice, while offering the customer no relief or support, no contact, no expedite or esscalation of the issue until I contact the Revdex.com, then I guess I understand the position. That does not make this right. I will use an analaogy in the business that I am in - I work for one of the Big Automotive companies. If a customer came in to a dealer with a vehicle that is still covered in some portion by warranty, and the vehicle was a walk home, the dealer would offer a loaner for some period of time. Extrapolate to this incident - Sears has offered nothing to cover my extraordinary expenses incurred. There is an imputed cost for the inconvenience caused by this issue, a trail of unfulfilled remediation promises, and a lack of urgency.I do not follow the comment that I am somehow asking for a free service. On the contrary, I have paid $on 12/for essentially no service to date by Sears. The back ordered part indeed arrived Jan., and the service call is scheduled for Feb. I have simply asked for Sears to step up and waive the balance of remaining service costs as a net offset for the extra weeks of unfulfilled repair that drove extraordinary out of pocket cost from original 12/17/promise to have repair completed. The additional request of a Sears Gift Card is to retain me as a long term customer.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Mr*** rebuttal regarding a pressure washer purchased from SearsSears stance on this issue remains unchangedAs we noted in our previous correspondence, on different occasions the pressure washer was presented to *** and Mower Doc overfilled with oilWe provided a complimentary Repair Protection Agreement which expired in August Now almost a year later there are again oil related issues with the unit and Mr*** wants Sears to cover them at no chargeWe reiterate that there is no justification for any additional accommodation, we already provided him with a complimentary month extension to his RPA in and we will not be able to honor his request for the pressure washer to be replacedSince we have noted our response to Mr*** rebuttal, our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 26,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
*** *** *** *** Service order #* *** *** Revdex.com Case # *** *** *** Via: Revdex.com Website
*** *** ***
This letter serves to provide a response to the customer’s rebuttal statement dated 04/22/The customer is not being truthfulHe has had remodeling done on the roof that has impacted the unitHis contractors informed our senior technician that they moved the unit to install the wall and that is when the unit stopped workingThere is concrete dust everywhere and it can be seen in the picturesThe following applies to all Protection Plans per the Sears Protection Agreement terms and conditions
SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product(s) due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product(s) to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home, provide a safe/nonthreatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this Agreement
Thank you for your time, effort and patience during the investigation processSears regrets that we are not able to provide service for the unitIt is out of code due to the wall structures around itOur file is closed at this timeWe will not address this issue againIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
*** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response becausee after paying dollars for a refrigerator the ice maker should not have to be repaired twice within first year! Sears has had to replace all drawers and door seal! This refrigerator is a lemon!i want it replaced
Complaint* ***
I am rejecting this response because: They can come out every month and repair their washer and it will not qualify for the LEMON clausebecause they repaired and not replaced a part. This is a scam and I want other customers to realizewhat they do. I wished I knew about this scam before I bought their warranty
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from Sears Outlet*** ***, Sears Outlet
District Sales Manager provided the following response: I was first informed of Ms*** complaint on Tuesday, January 12, As soon as I read the complaint I processed and scheduled the delivery of a new in the box ** refrigerator which is scheduled to be delivered on Friday, January 15, I have left a message for Ms*** advising her of the exchangeI have also emailed her and have not heard back from herThat said, if Friday the 15th is not convenient for Ms***, she can reschedule the delivery by calling Sears Delivery Solutions at ***If Ms*** has any questions she can contact me at ***Since we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:this is the fourth time sears came with replacement windows, which were unacceptableI'll be satisfied when I receive an acceptable productI'm also not happy in manner in which sears left gaps in every window frameWhich is something I'll repair on my ownI am very dissatisfied with Sears service, but my main concern is receiving the product that I purchasedOnce I receive the product then this matter will be resolvedThank you for your assistants in this matter
Sincerely,
*** ***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the cancellation of his sears.com order and his subsequent request for a $gift card As stated in our previous response submitted yesterday, April 12, 2016, *** *** is expected to receive the eGift card within 2-business days. Therefore, it is not unusual that *** *** has not yet received his gift card. It is very important that he check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. He may notify us if he has not received the gift card after April 15, 2016. 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:I want the courtesy of a phone callI was promised one, and she hasn't called me
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a refund
she is waiting for from Sears Upon
receiving *** *** complaint I
reached out to our accounting department who
advised that the proper address was not noted on the sales check, therefore the
check was not mailed to the proper addressThat said, a stop pay has been placed
on that check and a new check has been requestedOnce the check prints, it
will be sent overnight to *** *** home via *** she will have it at her
home on FridayAs soon as get the tracking information I will email it to *** *** at her *** email address noted in her complaintSince we have noted our
response to *** *** complaint, we ask that this complaint be closedWe 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
Claims SpecialistSears
Holdings Corporation***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his inability to receive some
furniture he purchased from sears.com Store Manager *** *** provided the following response: As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. In this case, *** *** purchase was made from our outlet site, which sells unique merchandise such as floor model, refurbished, previously used and over stock items at a largely discounted price We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the item in question is not available at the store that was fulfilling his order and since it was being sold at a special price, there are no substitutions. We did offer to provide him with a sofa we had in stock for the same price as a courtesy, but he did not like the colorShould *** *** decide to reconsider and we still have the same item available, I *** may be reached during business hours at (*** ***In accordance then with our disclaimer and our posted policies, we are unable to honor Mr*** request to receive the original item since the item is not available and we are also unable to provide him with a substitution for the same price. In closure, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with furniture
she purchased from a Marketplace vendor hosted by the sears.com website and her request for a full refund of the shipping costs assessed from her refund As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This seller’s name is stated whenever a Marketplace item is selected and it is shown throughout the order process. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case *** *** has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product pageReturn policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final With this having been said, our records indicate that the seller of the furniture *** *** ordered declined to offer a full refund because a second delivery date was accepted by *** ***, which resulted in additional expenses for the seller While we stand behind the seller’s decision to adhere to their policies, we do empathize with *** ***’ situation. Therefore, solely as a customer satisfaction gesture, we issued a refund of $to her account on April 21, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted *** ***’ comments and the requested resolution 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, *** *** Regulatory Complaint Specialist *** *** *** ***
April 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction that the service of his washer was not completed in a
timely manner and the quality of the service providedUpon receipt of *** *** complaint we reviewed the notes on the case and service order related to the service on his washerAccording to our records, on March 18, our technician assessed *** *** washer and found a seal had failed and there was water in the pump motor assemblyOur technician ordered the pump motor assembly and scheduled to return on March 28, to install itWhen our technician installed the new pump motor assembly, the washer was still not draining and he contacted our Strategic Technical Assistance Center (STAC) for assistanceAfter voltage testing at different points, it was determined that the control board would need to be replaced as well since it may have shorted due to the water in the original pump motorOur technician ordered the control board and scheduled to return to complete the repair once the control board arrivedSTAC also advised our technician to leave the new pump motor installed until after the new control board is installed; and then confirm that the washer is operationalHe would then reinstall the original used pump and retest the washer, as a process of eliminationAs clarification, it is possible that the washer may need both the pump motor assembly and the control board to operateIf the new pump motor assembly was not needed then it would be returned by our technician and a credit would have been issued for the partHowever, *** *** called customer service that same day and requested that we assign another technician to return to complete the repair*** *** called again the next day on March 29, and requested that we expedite the control board and that we provide a sooner service date*** *** was informed that the part was already in ship process and his request was denied*** *** called again several hours later and requested to cancel service*** *** stated that he hired another service provider to complete the repairWe contacted *** and the part ordered was out for delivery, so we cancelled the delivery and it was returned*** *** was informed that since he had cancelled the service, he would have to return the pump motor assembly in order to receive credit for that partAs *** *** stated in his complaint, he is returning his used pump motor assembly since the new one is still installed in his washer*** *** was issued a *** return call tag for the return of the pump motor assemblyAs far as *** *** request for a full refund including our $non-refundable diagnostic fee is concerned, we did not find that this was warranted, particularly since he cancelled service and did not allow our technician the opportunity to complete the repairOur records indicate that *** *** prepaid $for the service and will be issued a credit of $upon return of the partsAs this decision is commensurate to the circumstances, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her tractorWhile *** *** is upset that her tractor requires certain repairs to return it to proper working order even though she states she has only used it for one summer, she is not entitled to a refund. Per Sears’ Return Policy, lawn equipment can only be exchanged or returned for a refund within the first days of purchase; *** *** is too far outside this timeframe to make an exception. Furthermore, the issues with *** *** tractor appear to stem from the fact that it has been sitting exposed to the elements for a year. The problems noted by the technician are a direct result of improper care and maintenance, so it is our contention that *** *** has not been following the care and maintenance guidelines found in her owner’s manual Based upon the technician’s findings, *** *** is not entitled to any accommodations. Furthermore, *** *** is mistaken in regard to the *** Lifetime Warranty; this warranty applies to most hand tools, but has never been applicable to lawn and garden equipment With that said, since we have explained why we are unable to honor *** *** request for a refund, we have closed our fileWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to his refrigeratorI
received the complaint filed
by *** *** on Tuesday, October 27th and
immediately reviewed the service history on his refrigerator and noticed that
the main computer board was ordered one week prior on the 20th and was
not scheduled to ship until November 3rdI then emailed *** ***
and offered to replace his refrigerator instead of him waiting for the
backordered part to ship and then have to wait to have it installedThat said,
we did replace the refrigerator and unbeknownst me the manufacturer of the
refrigerator did ship the backordered part to *** *** Noted as his desired
resolution, *** *** asks how Sears is going to compensate him for his
inconvenience. Additionally *** ***
states that he will not accept compensation for food loss and $
reimbursement towards a small appliance purchaseThe $offer was made to
reimburse for the purchase of a compact refrigeratorI do not see where that a
compact mini refrigerator was purchasedOn October 10th, the first
time our customer care network spoke with *** ***, he was also offered food
loss reimbursementIt is important to note that per the manufacturer’s warranty,
Sears shall not be liable for incidental or consequential damagesThis means
Sears is not responsible for food loss reimbursement, but since it was offered,
we are willing to provide *** *** with a sales adjustment in the amount of $200.00,
which we will provide to him in the form of a bank check as a gesture of good
customer serviceTypically a consumer can expect to receive a bank check
within 10-days of processingIf *** *** would like to accept our offer of
$in food loss reimbursement, he can email me at *** and I
will process the sales adjustment right awayRegarding the previous customer
service received, it should be known that we do value *** *** patronage,
but can understand how the series of events noted in his complaint and emails
to me has caused him to lose faith in SearsWe can assure *** *** that his
concerns were forwarded to the management of the local service unit for review,
so future problems of this nature can be averted. We can only reiterate
that we do not condone how he was treated and that we truly regret that we
failed to meet his expectationsAt this time, since we have provided our response
to *** *** complaint, we ask that this complaint be closed pending further
contactWe 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,*** *** *** *** *** ***
November 13, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** Dear *** ***We have been unable to complete the investigation of *** ***
feedback regarding the use of our
Kmart.com website as it relates to his *** purchasesWe want to thank *** *** for his comments
regarding the experience he has had with our website recentlyWe want our site
to be as convenient as it can possibly be to our consumers since we want them
to continue to use itAccordingly, we appreciate feedback such as *** ***
and we will make sure it forwarded to the appropriate parties for reviewIn
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to *** *** and appreciate the
opportunity to address this matterPlease feel free to contact me if you have
any further questions or concerns.Sincerely,*** *** *** *** *** *** *** *** ***
Complaint:
I am rejecting this response because:the issue has not been resolved Based on history, the oven will continue to give us problems
Sincerely,
Jim *** ***
November 27, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have completed the
investigation of *** *** complaint regarding the charges for a recent dryer
repair.Prior to receiving *** ***
complaint, our records indicate that she was advised by our escalated
customer service group, Social Media, that the charges for her repair were
correct and that she would not be refunded any monies. At the time *** *** scheduled service, she
was informed that she would be charged a minimum trip fee of $for a technician
to diagnose her dryer, and that this fee
was non-refundable whether she proceeded with the repair or not. If she chose to proceed with the repair, the
cost of the trip charge would be incorporated into the cost of the labor to
repair the dryer and if parts were needed, that cost would be an additional charge. The technician diagnosed *** ***’s dryer
and subsequently installed new gas coils.
Therefore, *** *** is liable for the cost of the parts ($35.03) and
the associated labor cost ($148.00). Furthermore,
we would like to point out that we do not charge by an hourly rate; rather, the
charges for our services are based on job codes, which is a common practice in
the repair industry. These job codes
incorporate many factors, including the time spent to do the job, the training
and tools for the technician to be able to perform the repair, the gas and
labor to get to a customer’s home (the fuel surcharge covers the additional
expenses that we have incurred due to the higher price of fuel), and other
incidentals. In other words, whether the
technician spent minutes repairing *** ***’s dryer, or an hour and
minutes, the labor charge would have been the same.Accordingly, we find that
*** *** *s not entitled to any accommodations, as she was charged correctly;
therefore, no refund will be issued. As
this decision is final and commensurate to the circumstances, we ask that this
matter be closed.We appreciate the
opportunity to address this matter. Sincerely,*** *** *** ***
January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding the *** elliptical exerciser
she ordered from sears.com mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com. Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order. If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer. This is why most online merchants have similar terms and conditions. Most online retailers post similar terms of use, and we stand by our disclaimer We sincerely apologize to MrsKenney for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refundedWith that having been said, our records indicate that Sears issued a refund of $to Mrs*** *** account and $to her Shop Your Way Rewards account ending in *** on December 8, 2015. Since a resolution appropriate to our Terms of Use has been provided, we have closed our file regarding this matterWe 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 *** *** *** ***
March 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding a recent purchaseDistrict Manager *** *** provided the following response: We have agreed to process a full refundShould *** *** need to speak with me (*** I may be reached at *** *** during business hoursIn light of the aforementioned information, we respectfully ask that this 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:While I am pleased to finally receive a response from Sears, exhoneration from all responsibility based on a well documented lack of Customer Service on a Sears product and the lack of urgency displayed during the period 12/17/until present is simply not or acceptable business practice.The fact that I did not purchase a warranty for this unit that came with the house I purchased should have no bearing on the remedies I have requested. If days from promise date to delivery on a back ordered part for a Sears brand product is deemed accepable business practice, while offering the customer no relief or support, no contact, no expedite or esscalation of the issue until I contact the Revdex.com, then I guess I understand the position. That does not make this right. I will use an analaogy in the business that I am in - I work for one of the Big Automotive companies. If a customer came in to a dealer with a vehicle that is still covered in some portion by warranty, and the vehicle was a walk home, the dealer would offer a loaner for some period of time. Extrapolate to this incident - Sears has offered nothing to cover my extraordinary expenses incurred. There is an imputed cost for the inconvenience caused by this issue, a trail of unfulfilled remediation promises, and a lack of urgency.I do not follow the comment that I am somehow asking for a free service. On the contrary, I have paid $on 12/for essentially no service to date by Sears. The back ordered part indeed arrived Jan., and the service call is scheduled for Feb. I have simply asked for Sears to step up and waive the balance of remaining service costs as a net offset for the extra weeks of unfulfilled repair that drove extraordinary out of pocket cost from original 12/17/promise to have repair completed. The additional request of a Sears Gift Card is to retain me as a long term customer.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Mr*** rebuttal regarding a pressure washer purchased from SearsSears stance on this issue remains unchangedAs we noted in our previous correspondence, on different occasions the pressure washer was presented to *** and Mower Doc overfilled with oilWe provided a complimentary Repair Protection Agreement which expired in August Now almost a year later there are again oil related issues with the unit and Mr*** wants Sears to cover them at no chargeWe reiterate that there is no justification for any additional accommodation, we already provided him with a complimentary month extension to his RPA in and we will not be able to honor his request for the pressure washer to be replacedSince we have noted our response to Mr*** rebuttal, our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 26,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
*** *** *** *** Service order #* *** *** Revdex.com Case # *** *** *** Via: Revdex.com Website
*** *** ***
This letter serves to provide a response to the customer’s rebuttal statement dated 04/22/The customer is not being truthfulHe has had remodeling done on the roof that has impacted the unitHis contractors informed our senior technician that they moved the unit to install the wall and that is when the unit stopped workingThere is concrete dust everywhere and it can be seen in the picturesThe following applies to all Protection Plans per the Sears Protection Agreement terms and conditions
SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product(s) due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product(s) to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home, provide a safe/nonthreatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this Agreement
Thank you for your time, effort and patience during the investigation processSears regrets that we are not able to provide service for the unitIt is out of code due to the wall structures around itOur file is closed at this timeWe will not address this issue againIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
*** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response becausee after paying dollars for a refrigerator the ice maker should not have to be repaired twice within first year! Sears has had to replace all drawers and door seal! This refrigerator is a lemon!i want it replaced
Complaint* ***
I am rejecting this response because: They can come out every month and repair their washer and it will not qualify for the LEMON clausebecause they repaired and not replaced a part. This is a scam and I want other customers to realizewhat they do. I wished I knew about this scam before I bought their warranty
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from Sears Outlet*** ***, Sears Outlet
District Sales Manager provided the following response: I was first informed of Ms*** complaint on Tuesday, January 12, As soon as I read the complaint I processed and scheduled the delivery of a new in the box ** refrigerator which is scheduled to be delivered on Friday, January 15, I have left a message for Ms*** advising her of the exchangeI have also emailed her and have not heard back from herThat said, if Friday the 15th is not convenient for Ms***, she can reschedule the delivery by calling Sears Delivery Solutions at ***If Ms*** has any questions she can contact me at ***Since we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:this is the fourth time sears came with replacement windows, which were unacceptableI'll be satisfied when I receive an acceptable productI'm also not happy in manner in which sears left gaps in every window frameWhich is something I'll repair on my ownI am very dissatisfied with Sears service, but my main concern is receiving the product that I purchasedOnce I receive the product then this matter will be resolvedThank you for your assistants in this matter
Sincerely,
*** ***