February 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and in response to his request to change the delivery address of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed a layaway order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, a member of Sears’ Home Delivery team contacted Mr*** and made the delivery arrangements he requested. As such, his refrigerator was successfully delivered on February 17, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: *** resolved this issue only after the original voided check submitted for payment on Nov at the Oxford, AL Sears store was receivedThe check sent to *** on Dec was annotated that it had been received and voided on Nov at 8:23pm In a conversation with *** at *** on Dec he stated he was removing late charge and fees, and was annotating the account Future conversations with *** were futile in that they only wanted payment and I was told there were no notes as stated by *** In conversation this morning with *** from *** she stated late charges had been removed on Dec 17, and that payment was received I was surprised *** would accept a check showing it had been received and voided previouslyI sent the payment in spite of being advised by Oxford Sears personnel not to speak with *** that I should hang up on them when they called The controversy has been the contradictions in conversations by both Sears and *** personnel, and the lack of professionalism, which necessitated the elevation to corporate levels The resolution was made only because the original check was resubmitted to, and accepted by *** Would Sears have been more responsive had I owed them money, and not *** I have spoken my peace and consider this complaint resolved, thanks to the Revdex.com It's a shame the Revdex.com has to intervene when businesses fail to provide basic customer service Thank you
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his rangeOn February 27, 2016, Home
Services technicians ordered an element, controller and an electronic control boardWe are scheduled to return the home on March 12th to install the partsIf they come in early we will make every effort to install on March 5th if possibleAn additional update will be provided once we have completed serviceWe 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 ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and
non-receipt of a refund It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order we found that the order was reserved at his local Authorized Hometown store #*** in New Braunfels TXOn January 18, 2016, Sears Online sent an email to the local store to cancel the order since the item had shipped to themSears Online sent another email to the store on January 22, 2016, and again on January 26, 2016, to cancel the orderAdditionally, Sears Online referred Mr*** to contact the store when he called in to follow up on his refundFinally, on February 3, 2016, our records show that the refund of $270.61- was processed by the storeFor Mr*** records the return receipt number is ** *** and the credit was issued back to his MasterCard account ending in We apologize for any inconvenience Mr*** may have experienced and hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we 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
Complaint: ***
I am rejecting this response because: The product you sold me was brokeThe product is clearly BRAND NEW, seeing as she wore the shore for while daysDo you not stand behind your merchandise and the quality of the merchandise? No wonder Kmart stores are closing and no one shops thereI can u deratand having a "receipt"policyBut any other store I have EVER been to, with or without a receipt has made a simple exchange when the merchandise was faultyBut I understand that custom Dr services is not your number one priorityI now know NEVER to shop in a Kmart store*** *** *** ** *** ***.they all accept simple exchanges with no customer receiptI went to the website of the manufacturer and it is a Kmart brandSo you can not even dispute that I did not buy these shoes at a KmartA Kmart that had no shoppersI should have known by the lack of consumers in the store that it wasn't a good place to shop.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:To say that it was "rescheduled and later cancelled by Ms*** for November 2," is erroneous. The initial repair was scheduled days after my initial call. I called three times on the day it was scheduled for repair, each time being told that the technician would call me with an expected time of arrival. No one called. It was only on the last call from me to Sears Repair at 5:p.mon the day they were supposed to repair the freezer, that I was told it had never actually been scheduled to a technician. I would need to start at the beginning and schedule a new date of repair---that date being November (days after my initial call). No one bothered to call and cancel my appointment (I took the day off to wait at home for the repairperson) and meanwhile the food in the freezer that I was unable to get into my refrigerator freezer spoiled. I will never use Sears for any future purchase and think their business practices are deceitful and fraudulent
Sincerely,
*** ***
Complaint:
I am rejecting this response because: Sears promised me $and reneged on that promise and said they could only give me a gift cardI accepted the gift card but only because that was my only optionI have not spent the $gift card and would happily exchange it for the promised $
Sincerely,
Suzanne ***
Complaint: ***
I am rejecting this response because: All I wanted was to buy a replacement belt from Sears so I could get my tractor fixed They refused to sell me the belt alone In order for me to purchase the belt I would have to agree to pay a ridiculous amount of money for parts and services that I was not requesting Since when is it common practice for Sears to try to extort money from elderly and disabled women? I am not an ignorant woman I happen to be very well educated I am not going to allow them to accuse me of not taking care of my tractor! It's unfortunate that Sears' business is so desperate for money that they have to resort to unethical practices All I originally wanted was to purchase a belt! Now, after year of ownership I have nothing more than a $lawn ornament I had to push the tractor out of the shed in order for the repairman to look at it It had dust on it because It had not been washed It had been sitting in the shed all year because the belt was broken My tractor was fine before the belt broke I could not use it! Perhaps you should question the integrity of your employee instead of questioning mine! I am beginning to see that Sears clearly has an ethics issue and does not appreciate ANY of it's customers I regret that it has come to this All I wanted was to buy a belt! How hard is that to understand? I anticipate that Sears is going to claim that it's against their policy to sell the belt without their people installing it In any event, that's what their repairman claimed and I'm sure they will defend their illiterate employee before defending their customers So, I suppose the customer is always wrong now? I never read anything about any such policy when I purchased the tractor So, is it my understanding that Sears is going to try to sweep this under the rug? If so, I will definitely make certain to alert as many people as possible about their unethical practices I'm sure one or more of the local news stations would be very interested to hear my story My experiences, having retired from the local police department, exposed me to many who practice illegal activities Perhaps Sears' practices should be investigated They are definitely not customer satisfaction oriented
*** ***
Complaint: ***
I am rejecting this response because: Most of what ** *** *** said pertaining to this particular order and their mode of operation with vendors who use thier site are not completely trueWhen I placed my order, I received an acknowledgement from Sears with an order and tracking number, The vendors did not contact or deal with me in anyway or fashionSo, if Sears on line is not responsible, why did they send me an email with a tracking numberIn any case, I did receive my order on 01/10/This is an order I was supposed to have received on 12/18/I just know it has not been a good experience for me and I will be careful in future dealing with Sears. I want to thank the Revdex.comChicago for the quick intervention and care in this incidentGod bless
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:sears has shown and currently proves that poor management and operation of the *** store has caused this unnecessary dispute I'm due because of mt cancelled layaway As a result of poor management, the store is incapable if locating the two layaway sale transactions which transpired on the same day On several calls to customer resolution *** it was acknowledged that the paperwork was still lying on someone's desk regarding the refund but had not been sent out yet and as a result of my phone call...paperwork was being submitted I'm a pallet that I have to go through this back and forward to receive what's rightful and legally mines...my money I have my bank statements and the bank has more than once searched for refund from sears in the amount of 704.00...never received The cost of the dryer is not a factor in this case because layaway was cancelled I was told I would receive all monies paid towards it I'm still waitingI would appreciate refund immediately so I can bring closure to the purchase of a dryer from a respectable company Sears should be able to produce copies of two refund transactions...one for dyer...and one for outdoor furniture.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesSears has referred *** *** damage claim
to our third-party claims administrator *** for further reviewOnce *** opened the claim, ***, it was assigned to Claims Examiner *** *** for handling. *** *** can be reached at *** *** during business hours or via email at *** For clarification, *** has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon *** actionsTheir decision is immutableSince we have provided *** *** with the information needed to follow up on her claim, we respectfully request 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of his mower
We have received ***
*** complaint and apologize that he was rescheduled for repair of his mower. We escalated *** *** to *** *** Territory Member Advocate Supervisor, who called *** *** and discussed his concerns. *** *** advised *** *** that his parts will be delivered 4/06/and she would schedule his repair the following day, 4/07/to which he agreed. That being said, because we are in the process of repairing *** *** mower, 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
***
***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to the District Service Manager for review and we are confident that he will address the matter with the contractor, so that future problems such as Mr*** experienced can be averted On February 5, 2016, the technician returned to Mr*** home and completed the repair Additionally, while the manufacturer’s warranty does not offer food loss, as a goodwill gesture, we have submitted a request for a reimbursement check to off-set some of the food loss Mr*** may have incurred while waiting for the repair to be completed. A check request for $was submitted on February 10, 2016, and should be received by Mr*** within the next two weeks Additionally, we have purchased a Master Protection Agreement (MPA) for Mr*** refrigerator; the coverage begins on February 10, and runs until July 10, 2017. Mr*** should be sent a copy of the certificate in the next four to six weeks, but if he has any questions, he can call our Protection Agreement department at (*** *** In summary, since we have completed the repair to Mr*** refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ***
*** *** ***
We are in the process of completing the investigation of *** *** complaint regarding his treadmill
*** *** should be
contacted shortly from someone at this local store regarding this issueWe appreciate his patience and apologize for any inconvenience he may have experienced as a result of this issueShould *** *** have any other concerns at this time, he may contact Store Manager *** *** during business hours at (*** ***
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her vacuum cleaner On receipt of ***
*** complaint we reached out to our Carescalation departmentThey confirmed that the replacement was completed and it is our understanding that *** *** has the replacement vacuum cleanerWe were unable to confirm that *** *** received her new vacuum cleaner as she returned none of the messages left for herIf *** *** is still in need of assistance she can contact the escalation department in Cardirectly at ***As we understand the replacement has been completed and *** *** has the replacement vacuum cleaner 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 *** *** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** ***
* We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to *** ***
for failing her expectations in regard to the repair of her rangeWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** *** Shortly after receiving *** *** complaint, the store of purchase processed an exchange under sales check ***. The new range is scheduled for delivery on March 30, 2016. With that said, since *** *** is receiving a new range, her requested resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
February 17, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***, We have not completed the investigation of Ms***’s complaint regarding her refrigerator It is unfortunate that Ms*** continues to have issues with her refrigerator. While she would prefer a replacement at this time, she has not met the criteria for a new refrigerator under the terms of her Master Protection Agreement (MPA). Ms*** is currently scheduled to have a senior technician examine her refrigerator on February 20, Again, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter Thank you for your patience Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
May 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
*** ** ***
*** *** * *** ***
*** *** ***
We have completed the investigation of *** ***’s rebuttal regarding her recent visit to one of our auto centers
We have received *** ***’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for additional compensation. The fact remains that the labor warranty starts from the time of the original repair. 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 grant. In *** ***’s case we do apologize that we failed her expectations, but we feel that reimbursing her $for the cost of towing and rental car is relative to the circumstances and our decision is final.
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
***
***
Initial Business Response /* (1000, 5, 2015/03/17) */
Contact Name and Title: ***
Contact Email: ***
March 17,
***
***
***
***
***
***
We have completed the investigation of* complaint regarding the warranty of her wheel/hub bearing
Upon receiving*** complaint, we escalated her concerns to ***, District Service Manager, who states the following:
I have investigated the warranty coverage on the original repairs, and reached out to *** to apologize for the miscommunication regarding the warranty coverageFor the inconvenience, I offered to credit *** the amount paid for the bearing part towards the parts and labor of a new bearing and installation, should she choose to have it replaced at SearsIf *** chooses to go with the same quality bearing, this would equate to receiving the part at no charge with her paying labor onlyShould *** choose to go with a higher quality part, the amount paid for the part originally will be credited towards the higher quality bearing, meaning the member will pay the difference only on the part, along with labor
Once *** has decided which she would like to do, she can contact *** and he will further assist herThat being said, because we have addressed*** concerns, we respectfully request this complaint be 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
***
Complaint: ***
I am rejecting this response because:Due to the fact I contacted Sears on numerous occasionsPlease don't play with my intelligence, check the number that is on file *** and the amount of time I called before the days return policyI was not even aware there was a days return policySears did a great job of not disclosing that informationYes, I did call back again but not within a week time frameEvery time I called a customer representative tried to trouble shoot the problem, that is when I got frustrated and said enough is enoughI wanted someone to come to my home and fix the problem, please check your recordsMatter of fact I was not able to get an early appointed that is why it took so longer to get a repair person to my homeWhen the repair man came over for the second time I was told the ice maker was defective and one had to be orderedThat took another two to three weeks before the part was shipped to my houseWhich meant I had to take another day off of work, this is ridiculous and absurdAll I want is a new refrigerator without paying a restock fee of $200.00, is that too much to ask for? This is not my fault and I should not have to go through this. I will definitely make this complaint public information because Sears has celebrity branding; I will get on *** ***, *** and *** *o let *** *** *** *** *** know what Sears is doing to their customersI think society and celebrities would like to know the experience I am dealing withSears is using *** *** *** *** *** to lure in customers, which is putting their names out thereIf I was a celebrity I would not want my name branded with bad customer serivice and poor relations.Sincerely,
*** ***
February 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and in response to his request to change the delivery address of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed a layaway order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, a member of Sears’ Home Delivery team contacted Mr*** and made the delivery arrangements he requested. As such, his refrigerator was successfully delivered on February 17, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: *** resolved this issue only after the original voided check submitted for payment on Nov at the Oxford, AL Sears store was receivedThe check sent to *** on Dec was annotated that it had been received and voided on Nov at 8:23pm In a conversation with *** at *** on Dec he stated he was removing late charge and fees, and was annotating the account Future conversations with *** were futile in that they only wanted payment and I was told there were no notes as stated by *** In conversation this morning with *** from *** she stated late charges had been removed on Dec 17, and that payment was received I was surprised *** would accept a check showing it had been received and voided previouslyI sent the payment in spite of being advised by Oxford Sears personnel not to speak with *** that I should hang up on them when they called The controversy has been the contradictions in conversations by both Sears and *** personnel, and the lack of professionalism, which necessitated the elevation to corporate levels The resolution was made only because the original check was resubmitted to, and accepted by *** Would Sears have been more responsive had I owed them money, and not *** I have spoken my peace and consider this complaint resolved, thanks to the Revdex.com It's a shame the Revdex.com has to intervene when businesses fail to provide basic customer service Thank you
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his rangeOn February 27, 2016, Home
Services technicians ordered an element, controller and an electronic control boardWe are scheduled to return the home on March 12th to install the partsIf they come in early we will make every effort to install on March 5th if possibleAn additional update will be provided once we have completed serviceWe 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 ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and
non-receipt of a refund It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order we found that the order was reserved at his local Authorized Hometown store #*** in New Braunfels TXOn January 18, 2016, Sears Online sent an email to the local store to cancel the order since the item had shipped to themSears Online sent another email to the store on January 22, 2016, and again on January 26, 2016, to cancel the orderAdditionally, Sears Online referred Mr*** to contact the store when he called in to follow up on his refundFinally, on February 3, 2016, our records show that the refund of $270.61- was processed by the storeFor Mr*** records the return receipt number is ** *** and the credit was issued back to his MasterCard account ending in We apologize for any inconvenience Mr*** may have experienced and hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we 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
Complaint: ***
I am rejecting this response because: The product you sold me was brokeThe product is clearly BRAND NEW, seeing as she wore the shore for while daysDo you not stand behind your merchandise and the quality of the merchandise? No wonder Kmart stores are closing and no one shops thereI can u deratand having a "receipt"policyBut any other store I have EVER been to, with or without a receipt has made a simple exchange when the merchandise was faultyBut I understand that custom Dr services is not your number one priorityI now know NEVER to shop in a Kmart store*** *** *** ** *** ***.they all accept simple exchanges with no customer receiptI went to the website of the manufacturer and it is a Kmart brandSo you can not even dispute that I did not buy these shoes at a KmartA Kmart that had no shoppersI should have known by the lack of consumers in the store that it wasn't a good place to shop.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:To say that it was "rescheduled and later cancelled by Ms*** for November 2," is erroneous. The initial repair was scheduled days after my initial call. I called three times on the day it was scheduled for repair, each time being told that the technician would call me with an expected time of arrival. No one called. It was only on the last call from me to Sears Repair at 5:p.mon the day they were supposed to repair the freezer, that I was told it had never actually been scheduled to a technician. I would need to start at the beginning and schedule a new date of repair---that date being November (days after my initial call). No one bothered to call and cancel my appointment (I took the day off to wait at home for the repairperson) and meanwhile the food in the freezer that I was unable to get into my refrigerator freezer spoiled. I will never use Sears for any future purchase and think their business practices are deceitful and fraudulent
Sincerely,
*** ***
Complaint:
I am rejecting this response because: Sears promised me $and reneged on that promise and said they could only give me a gift cardI accepted the gift card but only because that was my only optionI have not spent the $gift card and would happily exchange it for the promised $
Sincerely,
Suzanne ***
Complaint: ***
I am rejecting this response because: All I wanted was to buy a replacement belt from Sears so I could get my tractor fixed They refused to sell me the belt alone In order for me to purchase the belt I would have to agree to pay a ridiculous amount of money for parts and services that I was not requesting Since when is it common practice for Sears to try to extort money from elderly and disabled women? I am not an ignorant woman I happen to be very well educated I am not going to allow them to accuse me of not taking care of my tractor! It's unfortunate that Sears' business is so desperate for money that they have to resort to unethical practices All I originally wanted was to purchase a belt! Now, after year of ownership I have nothing more than a $lawn ornament I had to push the tractor out of the shed in order for the repairman to look at it It had dust on it because It had not been washed It had been sitting in the shed all year because the belt was broken My tractor was fine before the belt broke I could not use it! Perhaps you should question the integrity of your employee instead of questioning mine! I am beginning to see that Sears clearly has an ethics issue and does not appreciate ANY of it's customers I regret that it has come to this All I wanted was to buy a belt! How hard is that to understand? I anticipate that Sears is going to claim that it's against their policy to sell the belt without their people installing it In any event, that's what their repairman claimed and I'm sure they will defend their illiterate employee before defending their customers So, I suppose the customer is always wrong now? I never read anything about any such policy when I purchased the tractor So, is it my understanding that Sears is going to try to sweep this under the rug? If so, I will definitely make certain to alert as many people as possible about their unethical practices I'm sure one or more of the local news stations would be very interested to hear my story My experiences, having retired from the local police department, exposed me to many who practice illegal activities Perhaps Sears' practices should be investigated They are definitely not customer satisfaction oriented
*** ***
Complaint: ***
I am rejecting this response because: Most of what ** *** *** said pertaining to this particular order and their mode of operation with vendors who use thier site are not completely trueWhen I placed my order, I received an acknowledgement from Sears with an order and tracking number, The vendors did not contact or deal with me in anyway or fashionSo, if Sears on line is not responsible, why did they send me an email with a tracking numberIn any case, I did receive my order on 01/10/This is an order I was supposed to have received on 12/18/I just know it has not been a good experience for me and I will be careful in future dealing with Sears. I want to thank the Revdex.comChicago for the quick intervention and care in this incidentGod bless
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:sears has shown and currently proves that poor management and operation of the *** store has caused this unnecessary dispute I'm due because of mt cancelled layaway As a result of poor management, the store is incapable if locating the two layaway sale transactions which transpired on the same day On several calls to customer resolution *** it was acknowledged that the paperwork was still lying on someone's desk regarding the refund but had not been sent out yet and as a result of my phone call...paperwork was being submitted I'm a pallet that I have to go through this back and forward to receive what's rightful and legally mines...my money I have my bank statements and the bank has more than once searched for refund from sears in the amount of 704.00...never received The cost of the dryer is not a factor in this case because layaway was cancelled I was told I would receive all monies paid towards it I'm still waitingI would appreciate refund immediately so I can bring closure to the purchase of a dryer from a respectable company Sears should be able to produce copies of two refund transactions...one for dyer...and one for outdoor furniture.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesSears has referred *** *** damage claim
to our third-party claims administrator *** for further reviewOnce *** opened the claim, ***, it was assigned to Claims Examiner *** *** for handling. *** *** can be reached at *** *** during business hours or via email at *** For clarification, *** has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon *** actionsTheir decision is immutableSince we have provided *** *** with the information needed to follow up on her claim, we respectfully request 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of his mower
We have received ***
*** complaint and apologize that he was rescheduled for repair of his mower. We escalated *** *** to *** *** Territory Member Advocate Supervisor, who called *** *** and discussed his concerns. *** *** advised *** *** that his parts will be delivered 4/06/and she would schedule his repair the following day, 4/07/to which he agreed. That being said, because we are in the process of repairing *** *** mower, 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
***
***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to the District Service Manager for review and we are confident that he will address the matter with the contractor, so that future problems such as Mr*** experienced can be averted On February 5, 2016, the technician returned to Mr*** home and completed the repair Additionally, while the manufacturer’s warranty does not offer food loss, as a goodwill gesture, we have submitted a request for a reimbursement check to off-set some of the food loss Mr*** may have incurred while waiting for the repair to be completed. A check request for $was submitted on February 10, 2016, and should be received by Mr*** within the next two weeks Additionally, we have purchased a Master Protection Agreement (MPA) for Mr*** refrigerator; the coverage begins on February 10, and runs until July 10, 2017. Mr*** should be sent a copy of the certificate in the next four to six weeks, but if he has any questions, he can call our Protection Agreement department at (*** *** In summary, since we have completed the repair to Mr*** refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
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*** *** ***
We are in the process of completing the investigation of *** *** complaint regarding his treadmill
*** *** should be
contacted shortly from someone at this local store regarding this issueWe appreciate his patience and apologize for any inconvenience he may have experienced as a result of this issueShould *** *** have any other concerns at this time, he may contact Store Manager *** *** during business hours at (*** ***
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
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*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her vacuum cleaner On receipt of ***
*** complaint we reached out to our Carescalation departmentThey confirmed that the replacement was completed and it is our understanding that *** *** has the replacement vacuum cleanerWe were unable to confirm that *** *** received her new vacuum cleaner as she returned none of the messages left for herIf *** *** is still in need of assistance she can contact the escalation department in Cardirectly at ***As we understand the replacement has been completed and *** *** has the replacement vacuum cleaner 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 *** *** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** ***
* We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to *** ***
for failing her expectations in regard to the repair of her rangeWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** *** Shortly after receiving *** *** complaint, the store of purchase processed an exchange under sales check ***. The new range is scheduled for delivery on March 30, 2016. With that said, since *** *** is receiving a new range, her requested resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
February 17, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***, We have not completed the investigation of Ms***’s complaint regarding her refrigerator It is unfortunate that Ms*** continues to have issues with her refrigerator. While she would prefer a replacement at this time, she has not met the criteria for a new refrigerator under the terms of her Master Protection Agreement (MPA). Ms*** is currently scheduled to have a senior technician examine her refrigerator on February 20, Again, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter Thank you for your patience Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
May 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
*** ** ***
*** *** * *** ***
*** *** ***
We have completed the investigation of *** ***’s rebuttal regarding her recent visit to one of our auto centers
We have received *** ***’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for additional compensation. The fact remains that the labor warranty starts from the time of the original repair. 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 grant. In *** ***’s case we do apologize that we failed her expectations, but we feel that reimbursing her $for the cost of towing and rental car is relative to the circumstances and our decision is final.
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
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Initial Business Response /* (1000, 5, 2015/03/17) */
* complaint regarding the warranty of her wheel/hub bearing
Contact Name and Title: ***
Contact Email: ***
March 17,
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We have completed the investigation of
Upon receiving*** complaint, we escalated her concerns to ***, District Service Manager, who states the following:
I have investigated the warranty coverage on the original repairs, and reached out to *** to apologize for the miscommunication regarding the warranty coverageFor the inconvenience, I offered to credit *** the amount paid for the bearing part towards the parts and labor of a new bearing and installation, should she choose to have it replaced at SearsIf *** chooses to go with the same quality bearing, this would equate to receiving the part at no charge with her paying labor onlyShould *** choose to go with a higher quality part, the amount paid for the part originally will be credited towards the higher quality bearing, meaning the member will pay the difference only on the part, along with labor
Once *** has decided which she would like to do, she can contact *** and he will further assist herThat being said, because we have addressed*** concerns, we respectfully request this complaint be 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
***
Complaint: ***
I am rejecting this response because:Due to the fact I contacted Sears on numerous occasionsPlease don't play with my intelligence, check the number that is on file *** and the amount of time I called before the days return policyI was not even aware there was a days return policySears did a great job of not disclosing that informationYes, I did call back again but not within a week time frameEvery time I called a customer representative tried to trouble shoot the problem, that is when I got frustrated and said enough is enoughI wanted someone to come to my home and fix the problem, please check your recordsMatter of fact I was not able to get an early appointed that is why it took so longer to get a repair person to my homeWhen the repair man came over for the second time I was told the ice maker was defective and one had to be orderedThat took another two to three weeks before the part was shipped to my houseWhich meant I had to take another day off of work, this is ridiculous and absurdAll I want is a new refrigerator without paying a restock fee of $200.00, is that too much to ask for? This is not my fault and I should not have to go through this. I will definitely make this complaint public information because Sears has celebrity branding; I will get on *** ***, *** and *** *o let *** *** *** *** *** know what Sears is doing to their customersI think society and celebrities would like to know the experience I am dealing withSears is using *** *** *** *** *** to lure in customers, which is putting their names out thereIf I was a celebrity I would not want my name branded with bad customer serivice and poor relations.Sincerely,
*** ***