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*** *** *** *** ***
*** ***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 -***
***
Initial Business Response /* (1000, 5, 2014/11/17) */
Contact Name and Title: ***
November 17,
***
***
***
***
***
***
We have completed our
investigation *** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to *** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure *** 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 networkWe have forwarded ***concerns to the District Service Manager for review and are confident that the customer service/repair issues in question will be thoroughly addressedAlthough *** was scheduled for service on November 15, 2014, the appointment was canceled as *** advised that he was seeking repair through another service providerAlthough*** experience with Sears Home Services was disappointing, we hope that he will give us another opportunity in the future to provide a more satisfying customer service experience if any repair issues should ariseIn the interim, our records show that Customer Solutions, our escalated customer service group, processed a refund for $on November 16, 2014, which should be received by *** within the next two weeksAs a final conciliatory gesture, our office processed a second refund for $75.00, bringing *** total refund to $205.26, the amount he originally paid*** should be receiving the second check within the next two weeks as wellSince it is our understanding that *** no longer requires any assistance, and we are providing him with a full refund, we ask to have this matter closed
Again, we apologize to *** and we appreciate the opportunity to address this matter
***
***
***
Consumer Response /* (3000, 14, 2014/12/12) */
Was promised that checks to cover the full amount of the "repairs" would be sent and I would have them within weeksIt is now over weeks and still have gotten o checks, nor further notification about this issue
Business Response /* (4000, 19, 2014/12/31) */
December 29,
***
***
***
***
***
***
We have completed the investigation of *** rebuttal to our previous response
Upon receiving *** follconcerns, we contacted our Accounting Department to research the checks in questionThey confirmed that both checks were processed and mailed in November of 2014; however, neither had been cashedTherefore, they place a stop-payment on both checksThe check for $was reissued on December 15, 2014, and should be received shortlyThe check for $was reissued on December 25, 2014, and should be received by *** within the next two weeksBoth of these checks were mailed to *** ***Since we have reissued the checks that *** did not receive, we ask that this matter be closed
Again, we apologize to *** and we appreciate the opportunity to address this matter,
Sincerely,
***
***
Business Response /* (2000, 21, 2014/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the latest checks, so do not know what happened to the original checks as there is no one else here that picks up the mailThanks for finally getting this settled
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding the pricing of an
item he saw 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 Mr* *** case, it seems that the price was not put in correctly due to human error; the decimal point was put in the wrong place and one of the nines form the price was accidentally left offThe same in a different color is noted with the correct priceThe grill is on sale for $1249.99, but it erroneously noted $124.99; this was an obvious error Per our terms and conditions, we are within our rights to cancel an order containing such an errorIf this order is shipped prior to our noticing the error, then we are not obligated to honor such an inaccuracy either If Mr*** 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://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “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, we are not obligated to honor Mr* *** request to honor the wrong price As an alternative, we are willing to discount the correct cost of the grill by 15% as a courtesyShould Mr*** wish to accept, he may contact me during business hours and within business days via email at *** Since our response is just in accordance 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 Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** Email: ***
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
***
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 ***
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
Complaint: ***
I am rejecting this response because:By Not accepting Sears response:They have to understand that this was to be a gift for my husband on ChristmasI (*** ** ***) feel that I had to go out of my way to try to get the correct gift here before ChristmasThis is how it went, timeline below.1) Opened up the box to find out that what I ordered (*** *** TV) was a pair of headphones.2) Took box with return paper and item to Sears (*** *** ***) miles round trip.3) 1st salesperson was very understanding and advised me that I needed to take the item to the electronics department4) Went to the electronics department, waited at the counter for about minutes, while a salesperson passed by me twice not asking if they could help me.5) So got tired of waiting and went looking for the person that had passed by meWhen I asked him if he could help, he said he would send someone over.6) Had a short wait for her to show up, and I explained my situation to her.7) Her response, “So what headphones did you order”… ME “I didn’t order headphones, just like I explained to you”.8) Her: “I can’t exchange a $item for a $itemME “Follow the instruction on the return slip”.9) She told me to wait (another minutes), she advises me the her supervisor said “I can’t do anything for you, because this will toss of our inventory”.10) I left the store very upsetThey didn’t even try to help.11) Came home and called Sears.com12) Explained my situation with her.13) Her: “Take the item to the store for return and or credit.,14) ME: “Already done that”15) Her: “Then you will have to send the item back to us and a credit will be given and you can reorder with a 10% discount”16) ME; “Will I get the item before Christmas”?17) Her: ”I would think so but cannot guarantee it”.18) ME: “We have another store here in ** ***, let me call them and see if they can help”.19) Her: “I’m sending you a return label by e-mail”End of conversation.20) Next morning, Called the Sears store (*** *** Mall) mile round trip.21) Called the electronics department, talked to a gentleman by the name of ***After I explained the situation to him, he said he was not sure if they could help outForwarded my call to customer service Lady.22) I then explained to her my situationShe said that she was sorry for the mix up and told me that she would get the Assistant Manager on the Phone23) ***s (Assistant Manager) got on the phoneI explained to him24) He said he would call Sears.com and find out what he could do.25) About half an hour later, I got voicemail from ***Telling me that he spoke with sears.com and would be able to help me out26) Drove there, and peter told me that he would go get ***. Came back and said he was helping out another customer.27) So I waited a good minutes to an hour, when he could finally help me.28) So he told me that he did not have the *** *** TV in the store, and it showed that they would not be getting that item until February.29) But said that he could go ahead and give me a credit and then reorder from sears.com the *** *** TV, that way I could get it before Christmas30) I told him that was great.31) He first rang up the return as cash return, so he had to void that entry.32) He rang it up the second time, but came back and denied the credit33) *** then called sears.com to see how he could handle this situation.34) *** then told me that they wanted to talk to me35) I got on the phone and the man there told me that I have to send back the item so I could get the credit36) I told him, there was only days before ChristmasHe said the a credit should be in my bank within to business days.37) I told them that this was a gift for Christmas and I won’t be able to receive this before then.38) He apologized and told me he was passing me on to his supervisor.39) She got on the phone, she looked up my order #, told me that a return label would be sent to meAnd that I would have to return the item before they would give me creditAnd after credit was given, I could reorder with a 15% discount.40) I told her then it would be to late for my husband’s Christmas gift.41) She told me, she could take another order over the phone right now.42) ME…how when you have my moneyI don’t have the money in the bank to reorder another *** *** TV.43) She says I can reorder for you right now and can give you the 15% discount.44) ME… ARE YOU KIDDING, YOU HAVE MY MONEY, YOU HAVE MY ITEM, I DON’T HAVE MY MONEY, AND I DON’T HAVE THE ITEM I ORDERED. THIS IS MY HUSBAND’S CHRISTMAS GIFT. 45) She says wait for the return label, send back the itemOnce item has been returned , a credit will be given46) Can this all happen before Christmas.47) Her, you will need to send item backShe hung up48) Me….I was very emotional shaking and crying*** said that he was very sorry that he could not help me. 49) I was embarrassed because in the state I was inThis happened in front of salespeople and customers50) ALL THIS COULD HAVE BEEN AVOIDED IF THEY WOULD OF JUST SENT ME THE CORRECT ITEM AGAINTHE STORE COULD OF KEPT THE ITEM THEY SENT TO MAKE SURE THAT IT WOULD HAVE BEEN SENT BACK51) AND SINCE I HAD NO MONEY IN THE BANK, I WAS UNABLE TO GET MY HUSBAND A GIFT FOR CHRISTMAS52) THANK YOU SEARS.COM
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 19,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent transaction As clarification, Mr*** has shopped with our site before, but on the date that he placed the order in question, a new credit card was used and separate orders for $in gift cards were also placedWhenever the order for the gift card was placed, the personalized questions asked did not match Mr*** informationObviously, this caused some concern as we felt some sort of fraud could be taking placeFor his protection, we spoke with him to verify the purchase, but the verification process was not passed then either; therefore, the order was canceledThere is no issue with him redeeming his points; we were just concerned that someone was using his information to commit fraudAny points used on the order were returned to his accountShould Mr*** wish to replace the orders, if he would let me know the new order numbers, I can have someone in our Fraud Protection Department keep an eye on the orderHe will need to make sure thought that the information he provides (his personal information) is correctAgain, this is for his protection I may be reached during business hours via email at *** 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 Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** 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 ***
March 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** ***, Auto Center Manager of store# *** who states the following:
M** *** was in this Monday 3/21/We were able to get him $off his tires and also clean and adjust his rear brakesWhen he left he was very pleasedHe was also able to use rewards point for his saleThat being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
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 *** *** ***
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
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 *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sears in their first offer, offered to buy paint and pay for someone to paint the boardI was to find someone to check it and install the siding or find someone to install the sidingI ask to be compensated for my time as I will be the one out trying to find that personIn their offer the offered to pay for the door which was not wrapped with siding and to refund the cost of the gutter guards and the installationSears charged my $for the entire projectI feel very strongly that should compensate me for my time and buy the paint and pay the painterTherefore I have have the contract to sign for the reimbursement but have not signed as my lawyer want to review and do what is best for meTherefore this is not resolvedThere is no reason this board cannot be sided, but I don't feel it fair for me to have to pay someone to do as that is what I paid Sears formThis was not an inexpensive project for meThe only pictures they are using are the ones that I have takenThey have not been to inspect to see if siding can be installed or if it needs to be paintedThe salesman lives about an hour drive from my houseI believe that Sears should send someone out to take pictures and then make a decisionI also think I should be compensated for my time trying to find someone to come out and make the decisionI am doing my very best to work with Sears but I don't feel their offer is fair considering what they want me to do and pay forIn my opinion this is what I am paying them for
Sincerely,
*** ***
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 *** *** ***
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 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
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*** *** *** *** ***
*** ***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 -***
***
Initial Business Response /* (1000, 5, 2014/11/17) */
Contact Name and Title: ***
November 17,
***
***
***
***
***
***
We have completed our
investigation *** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to *** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure *** 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 networkWe have forwarded ***concerns to the District Service Manager for review and are confident that the customer service/repair issues in question will be thoroughly addressedAlthough *** was scheduled for service on November 15, 2014, the appointment was canceled as *** advised that he was seeking repair through another service providerAlthough*** experience with Sears Home Services was disappointing, we hope that he will give us another opportunity in the future to provide a more satisfying customer service experience if any repair issues should ariseIn the interim, our records show that Customer Solutions, our escalated customer service group, processed a refund for $on November 16, 2014, which should be received by *** within the next two weeksAs a final conciliatory gesture, our office processed a second refund for $75.00, bringing *** total refund to $205.26, the amount he originally paid*** should be receiving the second check within the next two weeks as wellSince it is our understanding that *** no longer requires any assistance, and we are providing him with a full refund, we ask to have this matter closed
Again, we apologize to *** and we appreciate the opportunity to address this matter
***
***
***
Consumer Response /* (3000, 14, 2014/12/12) */
Was promised that checks to cover the full amount of the "repairs" would be sent and I would have them within weeksIt is now over weeks and still have gotten o checks, nor further notification about this issue
Business Response /* (4000, 19, 2014/12/31) */
December 29,
***
***
***
***
***
***
We have completed the investigation of *** rebuttal to our previous response
Upon receiving *** follconcerns, we contacted our Accounting Department to research the checks in questionThey confirmed that both checks were processed and mailed in November of 2014; however, neither had been cashedTherefore, they place a stop-payment on both checksThe check for $was reissued on December 15, 2014, and should be received shortlyThe check for $was reissued on December 25, 2014, and should be received by *** within the next two weeksBoth of these checks were mailed to *** ***Since we have reissued the checks that *** did not receive, we ask that this matter be closed
Again, we apologize to *** and we appreciate the opportunity to address this matter,
Sincerely,
***
***
Business Response /* (2000, 21, 2014/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the latest checks, so do not know what happened to the original checks as there is no one else here that picks up the mailThanks for finally getting this settled
January 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding the pricing of an
item he saw 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 Mr* *** case, it seems that the price was not put in correctly due to human error; the decimal point was put in the wrong place and one of the nines form the price was accidentally left offThe same in a different color is noted with the correct priceThe grill is on sale for $1249.99, but it erroneously noted $124.99; this was an obvious error Per our terms and conditions, we are within our rights to cancel an order containing such an errorIf this order is shipped prior to our noticing the error, then we are not obligated to honor such an inaccuracy either If Mr*** 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://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “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, we are not obligated to honor Mr* *** request to honor the wrong price As an alternative, we are willing to discount the correct cost of the grill by 15% as a courtesyShould Mr*** wish to accept, he may contact me during business hours and within business days via email at *** Since our response is just in accordance 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 Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** Email: ***
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
***
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 ***
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
Complaint: ***
I am rejecting this response because:By Not accepting Sears response:They have to understand that this was to be a gift for my husband on ChristmasI (*** ** ***) feel that I had to go out of my way to try to get the correct gift here before ChristmasThis is how it went, timeline below.1) Opened up the box to find out that what I ordered (*** *** TV) was a pair of headphones.2) Took box with return paper and item to Sears (*** *** ***) miles round trip.3) 1st salesperson was very understanding and advised me that I needed to take the item to the electronics department4) Went to the electronics department, waited at the counter for about minutes, while a salesperson passed by me twice not asking if they could help me.5) So got tired of waiting and went looking for the person that had passed by meWhen I asked him if he could help, he said he would send someone over.6) Had a short wait for her to show up, and I explained my situation to her.7) Her response, “So what headphones did you order”… ME “I didn’t order headphones, just like I explained to you”.8) Her: “I can’t exchange a $item for a $itemME “Follow the instruction on the return slip”.9) She told me to wait (another minutes), she advises me the her supervisor said “I can’t do anything for you, because this will toss of our inventory”.10) I left the store very upsetThey didn’t even try to help.11) Came home and called Sears.com12) Explained my situation with her.13) Her: “Take the item to the store for return and or credit.,14) ME: “Already done that”15) Her: “Then you will have to send the item back to us and a credit will be given and you can reorder with a 10% discount”16) ME; “Will I get the item before Christmas”?17) Her: ”I would think so but cannot guarantee it”.18) ME: “We have another store here in ** ***, let me call them and see if they can help”.19) Her: “I’m sending you a return label by e-mail”End of conversation.20) Next morning, Called the Sears store (*** *** Mall) mile round trip.21) Called the electronics department, talked to a gentleman by the name of ***After I explained the situation to him, he said he was not sure if they could help outForwarded my call to customer service Lady.22) I then explained to her my situationShe said that she was sorry for the mix up and told me that she would get the Assistant Manager on the Phone23) ***s (Assistant Manager) got on the phoneI explained to him24) He said he would call Sears.com and find out what he could do.25) About half an hour later, I got voicemail from ***Telling me that he spoke with sears.com and would be able to help me out26) Drove there, and peter told me that he would go get ***. Came back and said he was helping out another customer.27) So I waited a good minutes to an hour, when he could finally help me.28) So he told me that he did not have the *** *** TV in the store, and it showed that they would not be getting that item until February.29) But said that he could go ahead and give me a credit and then reorder from sears.com the *** *** TV, that way I could get it before Christmas30) I told him that was great.31) He first rang up the return as cash return, so he had to void that entry.32) He rang it up the second time, but came back and denied the credit33) *** then called sears.com to see how he could handle this situation.34) *** then told me that they wanted to talk to me35) I got on the phone and the man there told me that I have to send back the item so I could get the credit36) I told him, there was only days before ChristmasHe said the a credit should be in my bank within to business days.37) I told them that this was a gift for Christmas and I won’t be able to receive this before then.38) He apologized and told me he was passing me on to his supervisor.39) She got on the phone, she looked up my order #, told me that a return label would be sent to meAnd that I would have to return the item before they would give me creditAnd after credit was given, I could reorder with a 15% discount.40) I told her then it would be to late for my husband’s Christmas gift.41) She told me, she could take another order over the phone right now.42) ME…how when you have my moneyI don’t have the money in the bank to reorder another *** *** TV.43) She says I can reorder for you right now and can give you the 15% discount.44) ME… ARE YOU KIDDING, YOU HAVE MY MONEY, YOU HAVE MY ITEM, I DON’T HAVE MY MONEY, AND I DON’T HAVE THE ITEM I ORDERED. THIS IS MY HUSBAND’S CHRISTMAS GIFT. 45) She says wait for the return label, send back the itemOnce item has been returned , a credit will be given46) Can this all happen before Christmas.47) Her, you will need to send item backShe hung up48) Me….I was very emotional shaking and crying*** said that he was very sorry that he could not help me. 49) I was embarrassed because in the state I was inThis happened in front of salespeople and customers50) ALL THIS COULD HAVE BEEN AVOIDED IF THEY WOULD OF JUST SENT ME THE CORRECT ITEM AGAINTHE STORE COULD OF KEPT THE ITEM THEY SENT TO MAKE SURE THAT IT WOULD HAVE BEEN SENT BACK51) AND SINCE I HAD NO MONEY IN THE BANK, I WAS UNABLE TO GET MY HUSBAND A GIFT FOR CHRISTMAS52) THANK YOU SEARS.COM
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 19,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent transaction As clarification, Mr*** has shopped with our site before, but on the date that he placed the order in question, a new credit card was used and separate orders for $in gift cards were also placedWhenever the order for the gift card was placed, the personalized questions asked did not match Mr*** informationObviously, this caused some concern as we felt some sort of fraud could be taking placeFor his protection, we spoke with him to verify the purchase, but the verification process was not passed then either; therefore, the order was canceledThere is no issue with him redeeming his points; we were just concerned that someone was using his information to commit fraudAny points used on the order were returned to his accountShould Mr*** wish to replace the orders, if he would let me know the new order numbers, I can have someone in our Fraud Protection Department keep an eye on the orderHe will need to make sure thought that the information he provides (his personal information) is correctAgain, this is for his protection I may be reached during business hours via email at *** 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 Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** 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 ***
March 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** ***, Auto Center Manager of store# *** who states the following:
M** *** was in this Monday 3/21/We were able to get him $off his tires and also clean and adjust his rear brakesWhen he left he was very pleasedHe was also able to use rewards point for his saleThat being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
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 *** *** ***
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
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 *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sears in their first offer, offered to buy paint and pay for someone to paint the boardI was to find someone to check it and install the siding or find someone to install the sidingI ask to be compensated for my time as I will be the one out trying to find that personIn their offer the offered to pay for the door which was not wrapped with siding and to refund the cost of the gutter guards and the installationSears charged my $for the entire projectI feel very strongly that should compensate me for my time and buy the paint and pay the painterTherefore I have have the contract to sign for the reimbursement but have not signed as my lawyer want to review and do what is best for meTherefore this is not resolvedThere is no reason this board cannot be sided, but I don't feel it fair for me to have to pay someone to do as that is what I paid Sears formThis was not an inexpensive project for meThe only pictures they are using are the ones that I have takenThey have not been to inspect to see if siding can be installed or if it needs to be paintedThe salesman lives about an hour drive from my houseI believe that Sears should send someone out to take pictures and then make a decisionI also think I should be compensated for my time trying to find someone to come out and make the decisionI am doing my very best to work with Sears but I don't feel their offer is fair considering what they want me to do and pay forIn my opinion this is what I am paying them for
Sincerely,
*** ***
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 *** *** ***
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 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