Complaint: ***
I am rejecting this response because: Unfortunately what *** *** is stating is totally incorrect and I do not believe he was even presentI believe the manager at the time said his name was *** In any casethere was no customer courtesy extended - I demanded a refund for the wheel alignment because a wheel alignment was never performedThis shop tried to charge me for a service they never performedI had to go to another shop, ***, spend $to have a wheel alignment performed and was told any previous shop never performed an alignment.And besides this, according to the tire code on my car, ***, the new tires were actually 1/years old already.This Sears auto center should be shut down because of its unfair, unethical and unlawful practicesSear's reputation is at stake. I would like a full refund for the tires or at the very least have new tires placed on my car from another Auto CenterI will never go to this center location again and had advised all of my friends in person and on social media.Please have *** *** *** or someone of higher authority contact me at ***I will not stop in my pursuit of fair justice and the end of unethical consumer practices. Thank you, *** ***
Sincerely,
*** ***
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order and his
non-receipt of the item she ordered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** * *** *** *** *** ** *** with an email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in her order found that Ms*** returned the order to her local store which in turn returned the product back to the Third Party Marketplace Vendor *** ***After receiving the return tracking number Sears Online was able to process the full refund of $on January 18, In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a coupon she wished to use on a purchase she made
recently
Assistant Manager *** ***r provided the following response:
As clarification, *** *** was trying to use a coupon she accessed through a third party site, *** ** *** and it did not have any of the exclusions listedWe showed *** *** our advertisement and signage that clearly noted that the bed she wanted would be excluded from such a promotion due to the already deeply discounted price, but she went ahead with her purchase even though we told her it did not applyNow she wants us to give her the discount anywayWhile we appreciate *** *** patronage, we do not feel her request is reasonable; especially since we notified her before she bought it that it was excludedFor this reason, we will be unable to grant her requestShould *** *** have any further questions or concerns, I (*** may be reached during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered 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,
*** ***
*** *** ***
***
January 26, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the TV’s she purchased over a year and a
half ago, and her request to receive a replacement for one of them since she alleges it had damage right out of the box. As clarification, while we understand why a consumer might by products sooner than needed, when it comes to something like electronics, we do not recommend doing soThis is because most only come with a one year warranty and that warranty will always date from the time of purchase regardless of when someone actually started using itAdditionally, for any purchase, it should be inspected right after purchase to ensure it is at least in good working order and that it has sustained no damage in shipmentThis is because manufacturer’s warranties do not cover accidental damage or damage that might happen in transit, and retailers generally have limits on how long any damage must be reported, the industry standard is usually hours after purchaseLastly, the purchase itself has limits on how long it can be refunded or exchanged; in this instance Ms*** only had days With that said, when someone brings us a TV several months later, we can no longer establish when it became damaged and/or who was at faultWe can only refer to our policy that clearly lays out the requirements for all consumers nationwide and Ms*** did not meet thoseAs such, we are unable to honor her request to receive a refund or exchange and have closed our file. We apologize to Ms*** and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
Initial Business Response /* (1000, 5, 2015/02/04) */
Contact Name and Title: ***
Contact Phone: ***
February 4,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding the refund for her cancelled online order
We apologize to *** for delay in the refund process and that we failed to meet her expectationsWe researched the order and discovered that the full refund had not been processedWe processed two separate credits: on January 26, 15, we issued a credit in the amount of $on sc#***; and on January 28, 2015, we issued the remaining refund on a $gift card for a total refund of $On January 31, *** confirmed that she received the credit and we informed her that she should receive the gift card via regular mail by February 11, With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed
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
***
February 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the refund amount he received for the return of
the battery he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced upon having problems with two new batteriesWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted *** *** and discussed his concerns regarding the refund amount*** *** stated that when he purchased the initial new battery we provided him a $credit for his defective batteryWe explained that since the battery price was $74.99, we provided him with a $tradiscount for his used battery, so his out of pocket expense was $+ tax for a total of $When he returned the new battery, we issued him a credit of $64.19, which is the amount he paid*** *** stated that he is requesting the $credit because we did not return his used batteryAs clarification, *** *** non-working, used battery had already been hauled away and properly disposed ofWe explained to *** *** that we cannot return his used battery since it had already been disposed of and he had been provided a discounted price as a trafor the batteryFor customer satisfaction, we have issued *** *** a credit of $via a bank check*** *** should receive the check within business daysWith that being said, since we did provide *** *** with his desired resolution, 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
William Henry ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears
Garage Solutions.*** ***, Support Specialist from Sears Garage Solutions
provided the following
response:According to the local office, *** *** has not been charged
twice for the $fee. I have left a voice message for him asking to have
my call returnedIf *** *** can provide me with proof that he was charged twice,
I will reimburse him the $I can be reached at *** and via email at ***
Since we have noted our intent to reimburse *** *** if he was charged twice,
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,*** *** *** *** *** ***
September 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the appliance that he purchased in March
After reviewing Mr*** complaint and our records, we were able to determine that as a onetime courtesy, an exchange was completed on August 1, with a comparable model number since the original appliance is no longer availableWe contacted Mr*** on September 12, and informed him of the action taken, which was satisfactory to himWe hope that Mr*** appliance will provide him with long term satisfactionSince we were able to provide Mr*** with a resolution that was to his satisfaction, we have closed our files
We 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/SHC
Direct -***
***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her recent online order and request for a
full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteWith that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** *** *** *** *** *** ** *** with a telephone number of *** *** and email: s*** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter researching the notes in her order we found that Sears Online had reached out to the seller on *** ***’ behalfThe seller responded on March 7, 2016, stating that they would process a refund which will reflect in her account within business daysIf *** *** does not receive the refund by March 22, 2016, then she may contact me directly via email at ***In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, and we are awaiting their refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her refrigerator*** *** Sears Home Services, District
Service Manager provided the following response: On Wednesday, April 13, 2016, we dispatched *** *** to *** *** home to address a mold concernWhile at the home *** *** cleaned the dispenser and checked the refrigerator and when he left the home there was no mildew present I spoke to *** *** and she informed me that she was satisfied with the actions taken by *** ***If *** *** would like a refund on her Master Protection Agreement (MPA) she can contact our service contracts office and discuss a prorated refund by calling *** Since 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 5, 2014/12/08) */
December 8,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and the cancellation of one pair of shoes from an order she placed during Kmart's buy one pair get one pair for $promotion
It is unfortunate that we failed *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have sent an email directly to *** to inform her that our records indicate that Blue Ribbon Service assisted her on December 4, 2014, and at that time sent her an E-gift card in the amount of $as an apology for the item cancelled from her order*** replied to our email to confirm her satisfaction with this resolutionShe is welcome to reply again if she has any further questions about this issue or her E-gift cardAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe respectfully ask to have this matter closed since we have noted***' comments and an equitable resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
December 9, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Timothy F* - #
10983456Dear Ms***:We have completed the
investigation of Mr*** complaint regarding his washer and his request to
have the unit replaced.First, we
would like to
apologize to Mr*** for failing his expectations in regard to the repair of
his washer. It appears that the problem
he has been experiencing with his washer is intermittent and consequently, did
not surface when the technician tested the unit. On December 8, 2015, the Sears technician
found a loose wire between the display control and the main control board. After securing the wire, he tested the unit
and found it to be operating properly. Loretta *** with unit spoke with Mr
*** after the repair and he indicated that he was pleased with the results.As to Mr***
request for a replacement under his MPA; he has not met the criteria to
date. Prior to the December 8th repair, Mr*** only had two qualifying repairs; the service calls where the
technician could not verify a problem with the washer do not count as
qualifying repairs. Per the terms of the
Master Protection Agreement (MPA), a covered product is not eligible for
replacement until there have been four completed repairs with functional parts
repaired or replaced within consecutive months. At this time, Mr*** has three qualifying
repairs.With that said, since we have
completed the repair to Mr*** washer and clarified the terms of his MPA
in regard to a replacement, we ask that this matter be closed.Again, we apologize to
Mr*** and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints
Specialist
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his recent visit
to one of our auto centers.
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, District Service Manager. Mr*** spoke with the Auto Center Manager and says that the issue was not the fault of Sears. That being said, because we value Mr*** patronage, we have offered him as a one-time customer courtesy, a refund of $200.00. Because we have addressed Mr*** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
March 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding
her grill A set of burners was sent to *** *** home address free of chargeThe arrival date was March 21, In light of the aforementioned information, we respectfully ask that this matter remain 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 Complaint Specialist *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her washerSears Home Services
records indicate that on March 19, 2016, suspension rods were installed into *** *** washerAfter the washer was reassembled it was tested and was found to be operating as expectedWe would like to remind *** *** that an appliance covered by a Sears Master Protection Agreement (MPA) is eligible for replacement once there have been service calls in a month period where fictional parts are replacedSince *** *** washer does not meet the criteria for replacement, we will not be replacing her washerAdditionally, I have not found any notes where *** *** was promised to have her washer replacedI do see where in November 25, 2015, a representative from our service contracts office informed *** *** of the criteria for a covered item to be replacedAt this time, since we have reiterated the criteria to have a covered item replaced, 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
December 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent
order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In *** *** case, we note don the page for the foundation that it says “Must add Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set” under the “see details” tabAdditionally, under specifications, it says “1” under “default quantity” and then the size says “Twin Xl.” However, even if there were an error of some sort with the listing and or pricing, we would not be required to honor it due to our Terms of ServiceIf *** *** would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://*** ** *** *** *** *** * *** *** *** *** *** ***
“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 refunded.” With that said, our records reflect that *** *** received a full refund for the canceled order on December 12, 2015; therefore, she has been made whole Since our response is in line with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file 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, *** *** Specialist, Regulatory Complaints *** *** ***
April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding his service experience As
clarification, the terms of *** *** contract states that we will make commercially reasonable efforts to expedite service if the contract holder’s health or safety is endangeredWe understand that *** *** is not happy with the amount of time to complete the repairs for his commercial coin operated washerOur records show that *** *** contacted Sears on April 4, 2016; our service tech went out on April 5, and ordered parts from the manufactureOur service tech arrived on April 19, at approx1:pm to install the parts; he found the parts in the laundry room of the 4-family rental propertyUnfortunately our service technician did not have the tools to complete the repairs that dayHe did make a call to the number on the service order; *** to inform *** *** of this but was not able to leave a message due to the voice mail being fullPer policy our service technician called his manager to inform him the service would not be completed that dayThe service was rescheduled for April 21, when our service technician completed the repairs We also understand that *** *** is not happy that our supervisor would not continue a call once *** *** indicated he was recording it*** *** is correct that Sears records many of our calls; this is for training purposes onlySears does not allow recording of our agents for other than training purposes if it is found that a call is being recorded our agents have been instructed to request the recording be stoppedIf the customer refuses to do so we do inform the customer that we will end the call per policy We understand that *** *** washer has been repairedOur records show that this is the second issue *** *** has had with his *** coin operated washer within the last eight months and each time *** *** has not been satisfied with the length of time involved to complete repairsIf *** *** experiences more issue with his washer in the next months we will be happy to buy out of the washer under the terms and conditions of his MPA since we cannot guarantee repair timesWe do not want *** *** to feel that he is trapped into using Sears repair service if he is not satisfied with itSince it is our understanding that the washer has now been repaired and we have addressed his issues 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 *** *** ***
November 16, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed the investigation ** *** *** complaint regarding her dissatisfaction with the problems she encountered with service
appointment scheduled for the repair of her washer and her request for laundry reimbursement.Firstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced when our technician did not arrive for the scheduled appointment We want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, the washer was repair was completed on October 29, 2015. The technician’s notes indicated that he cleared coin trap and pump. For customer satisfaction, on November 16, we issued a $bank check to *** *** for laundry reimbursement. *** *** should receive the check within business days. With that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our file.Again, 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,*** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because: Unfortunately what *** *** is stating is totally incorrect and I do not believe he was even presentI believe the manager at the time said his name was *** In any casethere was no customer courtesy extended - I demanded a refund for the wheel alignment because a wheel alignment was never performedThis shop tried to charge me for a service they never performedI had to go to another shop, ***, spend $to have a wheel alignment performed and was told any previous shop never performed an alignment.And besides this, according to the tire code on my car, ***, the new tires were actually 1/years old already.This Sears auto center should be shut down because of its unfair, unethical and unlawful practicesSear's reputation is at stake. I would like a full refund for the tires or at the very least have new tires placed on my car from another Auto CenterI will never go to this center location again and had advised all of my friends in person and on social media.Please have *** *** *** or someone of higher authority contact me at ***I will not stop in my pursuit of fair justice and the end of unethical consumer practices. Thank you, *** ***
Sincerely,
*** ***
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order and his
non-receipt of the item she ordered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** * *** *** *** *** ** *** with an email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in her order found that Ms*** returned the order to her local store which in turn returned the product back to the Third Party Marketplace Vendor *** ***After receiving the return tracking number Sears Online was able to process the full refund of $on January 18, In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a coupon she wished to use on a purchase she made
recently
Assistant Manager *** ***r provided the following response:
As clarification, *** *** was trying to use a coupon she accessed through a third party site, *** ** *** and it did not have any of the exclusions listedWe showed *** *** our advertisement and signage that clearly noted that the bed she wanted would be excluded from such a promotion due to the already deeply discounted price, but she went ahead with her purchase even though we told her it did not applyNow she wants us to give her the discount anywayWhile we appreciate *** *** patronage, we do not feel her request is reasonable; especially since we notified her before she bought it that it was excludedFor this reason, we will be unable to grant her requestShould *** *** have any further questions or concerns, I (*** may be reached during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered 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,
*** ***
*** *** ***
***
January 26, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the TV’s she purchased over a year and a
half ago, and her request to receive a replacement for one of them since she alleges it had damage right out of the box. As clarification, while we understand why a consumer might by products sooner than needed, when it comes to something like electronics, we do not recommend doing soThis is because most only come with a one year warranty and that warranty will always date from the time of purchase regardless of when someone actually started using itAdditionally, for any purchase, it should be inspected right after purchase to ensure it is at least in good working order and that it has sustained no damage in shipmentThis is because manufacturer’s warranties do not cover accidental damage or damage that might happen in transit, and retailers generally have limits on how long any damage must be reported, the industry standard is usually hours after purchaseLastly, the purchase itself has limits on how long it can be refunded or exchanged; in this instance Ms*** only had days With that said, when someone brings us a TV several months later, we can no longer establish when it became damaged and/or who was at faultWe can only refer to our policy that clearly lays out the requirements for all consumers nationwide and Ms*** did not meet thoseAs such, we are unable to honor her request to receive a refund or exchange and have closed our file. We apologize to Ms*** and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
Complaint: ***
I am rejecting this response because: I was only refunded
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/02/04) */
Contact Name and Title: ***
Contact Phone: ***
February 4,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding the refund for her cancelled online order
We apologize to *** for delay in the refund process and that we failed to meet her expectationsWe researched the order and discovered that the full refund had not been processedWe processed two separate credits: on January 26, 15, we issued a credit in the amount of $on sc#***; and on January 28, 2015, we issued the remaining refund on a $gift card for a total refund of $On January 31, *** confirmed that she received the credit and we informed her that she should receive the gift card via regular mail by February 11, With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed
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
***
February 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the refund amount he received for the return of
the battery he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced upon having problems with two new batteriesWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted *** *** and discussed his concerns regarding the refund amount*** *** stated that when he purchased the initial new battery we provided him a $credit for his defective batteryWe explained that since the battery price was $74.99, we provided him with a $tradiscount for his used battery, so his out of pocket expense was $+ tax for a total of $When he returned the new battery, we issued him a credit of $64.19, which is the amount he paid*** *** stated that he is requesting the $credit because we did not return his used batteryAs clarification, *** *** non-working, used battery had already been hauled away and properly disposed ofWe explained to *** *** that we cannot return his used battery since it had already been disposed of and he had been provided a discounted price as a trafor the batteryFor customer satisfaction, we have issued *** *** a credit of $via a bank check*** *** should receive the check within business daysWith that being said, since we did provide *** *** with his desired resolution, 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
William Henry ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears
Garage Solutions.*** ***, Support Specialist from Sears Garage Solutions
provided the following
response:According to the local office, *** *** has not been charged
twice for the $fee. I have left a voice message for him asking to have
my call returnedIf *** *** can provide me with proof that he was charged twice,
I will reimburse him the $I can be reached at *** and via email at ***
Since we have noted our intent to reimburse *** *** if he was charged twice,
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,*** *** *** *** *** ***
September 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the appliance that he purchased in March
After reviewing Mr*** complaint and our records, we were able to determine that as a onetime courtesy, an exchange was completed on August 1, with a comparable model number since the original appliance is no longer availableWe contacted Mr*** on September 12, and informed him of the action taken, which was satisfactory to himWe hope that Mr*** appliance will provide him with long term satisfactionSince we were able to provide Mr*** with a resolution that was to his satisfaction, we have closed our files
We 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/SHC
Direct -***
***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her recent online order and request for a
full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteWith that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** *** *** *** *** *** ** *** with a telephone number of *** *** and email: s*** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter researching the notes in her order we found that Sears Online had reached out to the seller on *** ***’ behalfThe seller responded on March 7, 2016, stating that they would process a refund which will reflect in her account within business daysIf *** *** does not receive the refund by March 22, 2016, then she may contact me directly via email at ***In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, and we are awaiting their refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her refrigerator*** *** Sears Home Services, District
Service Manager provided the following response: On Wednesday, April 13, 2016, we dispatched *** *** to *** *** home to address a mold concernWhile at the home *** *** cleaned the dispenser and checked the refrigerator and when he left the home there was no mildew present I spoke to *** *** and she informed me that she was satisfied with the actions taken by *** ***If *** *** would like a refund on her Master Protection Agreement (MPA) she can contact our service contracts office and discuss a prorated refund by calling *** Since 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 5, 2014/12/08) */
December 8,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and the cancellation of one pair of shoes from an order she placed during Kmart's buy one pair get one pair for $promotion
It is unfortunate that we failed *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have sent an email directly to *** to inform her that our records indicate that Blue Ribbon Service assisted her on December 4, 2014, and at that time sent her an E-gift card in the amount of $as an apology for the item cancelled from her order*** replied to our email to confirm her satisfaction with this resolutionShe is welcome to reply again if she has any further questions about this issue or her E-gift cardAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe respectfully ask to have this matter closed since we have noted***' comments and an equitable resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
December 9, 2015Nita ***Revdex.comNorth Wabash Ave.,
* - #
Ste#2006Chicago, IL 60611Re: Timothy F
10983456Dear Ms***:We have completed the
investigation of Mr*** complaint regarding his washer and his request to
have the unit replaced.First, we
would like to
apologize to Mr*** for failing his expectations in regard to the repair of
his washer. It appears that the problem
he has been experiencing with his washer is intermittent and consequently, did
not surface when the technician tested the unit. On December 8, 2015, the Sears technician
found a loose wire between the display control and the main control board. After securing the wire, he tested the unit
and found it to be operating properly. Loretta *** with unit spoke with Mr
*** after the repair and he indicated that he was pleased with the results.As to Mr***
request for a replacement under his MPA; he has not met the criteria to
date. Prior to the December 8th repair, Mr*** only had two qualifying repairs; the service calls where the
technician could not verify a problem with the washer do not count as
qualifying repairs. Per the terms of the
Master Protection Agreement (MPA), a covered product is not eligible for
replacement until there have been four completed repairs with functional parts
repaired or replaced within consecutive months. At this time, Mr*** has three qualifying
repairs.With that said, since we have
completed the repair to Mr*** washer and clarified the terms of his MPA
in regard to a replacement, we ask that this matter be closed.Again, we apologize to
Mr*** and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints
Specialist
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his recent visit
to one of our auto centers.
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, District Service Manager. Mr*** spoke with the Auto Center Manager and says that the issue was not the fault of Sears. That being said, because we value Mr*** patronage, we have offered him as a one-time customer courtesy, a refund of $200.00. Because we have addressed Mr*** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
March 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding
her grill A set of burners was sent to *** *** home address free of chargeThe arrival date was March 21, In light of the aforementioned information, we respectfully ask that this matter remain 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 Complaint Specialist *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her washerSears Home Services
records indicate that on March 19, 2016, suspension rods were installed into *** *** washerAfter the washer was reassembled it was tested and was found to be operating as expectedWe would like to remind *** *** that an appliance covered by a Sears Master Protection Agreement (MPA) is eligible for replacement once there have been service calls in a month period where fictional parts are replacedSince *** *** washer does not meet the criteria for replacement, we will not be replacing her washerAdditionally, I have not found any notes where *** *** was promised to have her washer replacedI do see where in November 25, 2015, a representative from our service contracts office informed *** *** of the criteria for a covered item to be replacedAt this time, since we have reiterated the criteria to have a covered item replaced, 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
December 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent
order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In *** *** case, we note don the page for the foundation that it says “Must add Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set” under the “see details” tabAdditionally, under specifications, it says “1” under “default quantity” and then the size says “Twin Xl.” However, even if there were an error of some sort with the listing and or pricing, we would not be required to honor it due to our Terms of ServiceIf *** *** would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://*** ** *** *** *** *** * *** *** *** *** *** ***
“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 refunded.” With that said, our records reflect that *** *** received a full refund for the canceled order on December 12, 2015; therefore, she has been made whole Since our response is in line with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file 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, *** *** Specialist, Regulatory Complaints *** *** ***
April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding his service experience As
clarification, the terms of *** *** contract states that we will make commercially reasonable efforts to expedite service if the contract holder’s health or safety is endangeredWe understand that *** *** is not happy with the amount of time to complete the repairs for his commercial coin operated washerOur records show that *** *** contacted Sears on April 4, 2016; our service tech went out on April 5, and ordered parts from the manufactureOur service tech arrived on April 19, at approx1:pm to install the parts; he found the parts in the laundry room of the 4-family rental propertyUnfortunately our service technician did not have the tools to complete the repairs that dayHe did make a call to the number on the service order; *** to inform *** *** of this but was not able to leave a message due to the voice mail being fullPer policy our service technician called his manager to inform him the service would not be completed that dayThe service was rescheduled for April 21, when our service technician completed the repairs We also understand that *** *** is not happy that our supervisor would not continue a call once *** *** indicated he was recording it*** *** is correct that Sears records many of our calls; this is for training purposes onlySears does not allow recording of our agents for other than training purposes if it is found that a call is being recorded our agents have been instructed to request the recording be stoppedIf the customer refuses to do so we do inform the customer that we will end the call per policy We understand that *** *** washer has been repairedOur records show that this is the second issue *** *** has had with his *** coin operated washer within the last eight months and each time *** *** has not been satisfied with the length of time involved to complete repairsIf *** *** experiences more issue with his washer in the next months we will be happy to buy out of the washer under the terms and conditions of his MPA since we cannot guarantee repair timesWe do not want *** *** to feel that he is trapped into using Sears repair service if he is not satisfied with itSince it is our understanding that the washer has now been repaired and we have addressed his issues 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 *** *** ***
November 16, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed the investigation ** *** *** complaint regarding her dissatisfaction with the problems she encountered with service
appointment scheduled for the repair of her washer and her request for laundry reimbursement.Firstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced when our technician did not arrive for the scheduled appointment We want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, the washer was repair was completed on October 29, 2015. The technician’s notes indicated that he cleared coin trap and pump. For customer satisfaction, on November 16, we issued a $bank check to *** *** for laundry reimbursement. *** *** should receive the check within business days. With that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our file.Again, 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,*** *** *** *** *** *** ***