Complaint: ***
I am rejecting this response because: I have mailed a letter to the appropriate address listed on my credit report and received no response as you are the issuing company listed "Sears" it would make sense that your the responsible partyPlease just fix this as it's irresponsible that you already took so long to respond to the message in the first place!
Sincerely,
*** ***
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,*** *** *** *** *** *** ***
*** *** 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 ***
December 7,
2015Nita ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10983470- Christopher *** Dear Ms
***:We have
completed our investigation of Mr*** complaint regarding a recent order As clarification,
the
terms of this offer were clear when it was presented to consumers prior to
placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order,
the online sales system was set up to automatically default to the $
credit so the consumer would have to choose the $in points if that is
what they wantedThis is also shown on the email confirmations sentIt shows
the promotions applied and it says: “Get $off OR Members Choose $back
in points on Kenmore laundry front load pairs.” The issue seems to be that due
to a system error, the screen that confirms your order when you finish,
incorrectly stated that $in points had been earned when consumers had
chosen the $credit option, but that was not the case hereMr*** changed
his selection to reflect that he wanted the $in SYWR points rather than
the $creditWe want to reiterate that this is after the terms were
clearly noted at the beginningMr*** was given the $in SYWR points,
but he was not due anything further according to the terms of the promotion in
question Regardless, Mr*** has
requested that his order be canceled and a refund was issued to his account
todayThe credit should reflect within 3-business days. In light of the aforementioned information,
we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***Tammie.***@searshc.com
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her request for a return label for
items she ordered through sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order using Sears’ websiteWe 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 averted. With that having been said, our records indicate that Ms*** placed her order with a seller hosted on the Sears website. Sears received notification from the seller on January 3, 2016, that a refund had been issued to Ms*** and she could simply discard the bands rather than mailing them back. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
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
***
***
***
***
***
March 14, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have not fully completed our investigation of *** *** complaint regarding her layaway refund
*** ***, Operations Manager for Kmart Store number *** has attempted to reach *** *** by telephone to speak with her in reference to her concerns, but has not yet been able to speak with her. He left a message with his contact information, asking for a return call to discuss his issue further. Unfortunately, we were unable to find *** *** layaway using the information provided in her complaint. Therefore, until we have had an opportunity to discuss this matter with her, we are unable to work toward a resolution. If *** *** still requires assistance, she is welcome to contact *** *** directly at *** ***. We respectfully ask to have this matter closed in the interim, pending *** *** responseWe apologize to *** *** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** Dear *** *** We have completed the investigation of Mr*** complaint regarding missing points on his
SYWR account As of February 6, 2016, Mr*** account was credited with the missing $worth of pointsIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***
March 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the additional charges he paid the installation
contractor for installing his rangeAs clarification, when a customer contacts us over the phone to purchase standard installation for an item, it is procedure for the associate to read an automated script at the time of the purchaseThis will inform the customer that there could be additional chargesThis is because every installation is different and without examining the existing installation set-up, we have no way to know what other costs might be neededThe customer is informed that the installer will survey the work area and inspect that the facilities are up to code and can accommodate basic installationOur basic installation just covers removing any existing product and putting the new one in with the existing plumbingIf additional plumbing, renovation, or code work is required, then our professional installers inform the customer of this and they then have the prerogative to either proceed with the installation after accepting the estimate, or declining the estimate in which case our installer would take back the item and the customer could make other arrangements for delivery and/or installationWe would also then refund any monies if the item was not installedIn *** *** case, he was clearly advised by the installation contractor that the additional $was a required county permit fee for inspection, and *** *** consented to receive the work for the estimated amountAs far as *** *** request for reimbursement of the additional fee is concerned, we did not find that this was warrantedWith that being said, since we have addressed the concern brought forth in *** *** complaint, 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 *** *** ***
THEY ARE SENDING UNRESPONSIVE EMAILS THAT I CAN'T RETURN, HOPING I WILL GIVE UP THIS MATTERI WANT A FULL REFUND FOR THE CRAFTSMAN PLANER SO I CAN GO BUY A REAL AMERICAN MADE MODEL THAT I CAN GET PARTS FOR
November 18, 2015Revdex.com*** *** ***NWabash Ave., Ste2006Chicago, IL 60611Our File No.: ***Revdex.com Case #: *** *** ***Via: Revdex.com Website*** *** ***Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently
brought to our attentionOn behalf of SHIP please know we value *** *** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to conform that we have completed our investigation in regards to the above-referenced file.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI spoke to *** *** on 11/05/and she confirmed the sameSHIP cannot offer any more concessionsOur records indicate that the customer has already received a reductionFurthermore, we replaced the laminate floor for the customer at no additional cost.As the investigation has been completed, we are retiring our file at this timeIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,
*** ***SHIP/HI Regulatory Complaint Specialist
*** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet Store and a requested refund*** *** has received her gift card and is satisfiedWe now 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, 6, 2015/01/05) */
Contact Name and Title: ***
Contact Phone: ***
January 5,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding the discrepancy in a page she was viewing and then the price of an item once she added it to her cart
Based on *** version of events we are not sure if the price in question had been an accurate one at one time and had since updated, or if it was an error and never intended to be sold for that price since the product in question no longer appears on our websiteIf it was the first scenario then we would note that the settings for a consumer's internet browser regulate how often it will check for updated pagesMany browsers are designed to retain previously accessed pages in the "cache" to make internet browsing fasterWhen shopping online and looking at a product page, the page is not new, even when changes are made to itHowever, any time a consumer adds that merchandise to the virtual cart, it is then a new page that has not previously been cached and so it will show the most up-to-date price and informationIn Internet Explorer it presents the following options:
"Internet Explorer stores copies of webpages, images, and media for faster viewing laterCheck for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never."
We are not sure what settings*** has selected, but it is not unusual for a consumer to see an older version of a product page that was previously accessedAdditionally, since our website is always open we do update prices while the product is viewableIn most cases, there is no discrepancy when we update our prices if the consumer has cleared their cacheThere are a few instances where there is a small lag between updating the cart price and then updating the product page, especially when we are updating thousands of prices, but these time frames do not last daysSince the price in the cart is the most accurate and up-to-date we do not usually honor requests to be provided with the outdated price
For the latter scenario involving a pricing error, we do want to make sure that*** is aware of our terms and conditions regarding any price discrepancies since there might have been a pricing error that led to the price being updatedWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE KMART SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE KMART SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE KMART SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE KMART SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE KMART SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart 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 KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded."
With that said, since*** had already ordered the merchandise even after being told we would not honor the price, we felt that she should also be given the opportunity to return it with no penaltySince the shipping fee we would have incurred to have the merchandise sent back was very close to the discount*** was looking for, our online business indicated that they were willing to make a one-time courtesy accommodation and honor her request to receive the discount in questionWhen they reached out to*** to process this, they found that someone else within their organization had already issued the refund based on the same determinationAccordingly, since it was our understanding that*** considered the issue resolved, we have closed our file
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,
***
***
***
***
February 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Raymond L*** - # *** Dear Ms***,
We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with the customer service he received at his local Sears Auto Center It is unfortunate that we failed to meet Mr***’s expectations in regard to the customer service he received during his recent visit to his local Sears Auto CenterWe value Mr***’s patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrationsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to District Manager Leonso Angiano and Auto Center Manager Griselda *** for review. It is our understanding that Mr*** was contacted regarding his concerns by Ms*** on February 15, 2016. Unfortunately, although Ms*** assured Mr*** that she would coach her associates to ensure that the proper protocol is followed, Mr*** indicated that he would not be returning to Sears Auto Center. Again, we would like to assure Mr*** that we have taken his concerns very seriously. With that said, since we have noted Mr***’s valuable feedback and contacted him as requested, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 10, 2015*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have not fully completed our investigation of *** *** complaint regarding her refrigerator.We apologize for indicating *** *** issue is on a washer in our letter dated October 28, We do understand the appliance *** *** is complaining about is a refrigeratorOnce *** *** contacted *** *** on November 2, for the service appointment we requested, we sent a senior technician to the home on November 4, Our service tech ordered parts and service to install these parts is scheduled for November 13, *** *** is correct about parts being ordered before the service technician came out on the service dated October 2, Under the service agreement she has one of the benefits is troubleshooting where we try to identify what parts may be needed to address the issue and order those parts before the service technician arrives therefore decreasing the need to order parts and having a 2nd service appointment, unfortunately the parts ordered did not fully address the frosting issueIn the interim, should *** *** have any questions, she may contact the unit directly at ***We apologize again 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 SpecialistSears Holdings Corporation*** ***
Complaint: ***
I am rejecting this response because:My claim on the nature of the defect on the refrigerator was known to Sears well before the warranty period expiredSince that time Sears has scheduled six (6) separate service calls and replaced numerous parts and have repeatedly FAILED to fix the problemWhat does Sears suggest I should have done to get the refrigerator replaced? I am sure that your records will show that I have repeatedly attempted to give Sears every reasonable opportunity to repairThis problem has been a problem from the day I bought the refrigeratorI am asking that Sears honor the original warranty on this applianceIf Sears chooses to refuse to honor the warranty I s*** consider Sears to be in abeyance of their obligations to honor said warranty and *** seek legal remedy. I should also point out that Sears was in part responsible for my failure to notify them sooner as the installers failed to have the technical knowledge necessary to attach the water lineThat is to say they failed to locate it and remove the rubber dust coverI have CCed a copy of this communication to my *** *** *** ***
Sincerely,
*** ***
November 24, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding her dissatisfaction with our customer service and our
failure to apply a
coupon code to an order after she submitted it.It is unfortunate that we failed *** *** expectations
when she recently placed an order with *** We 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 averted. Although our
stated policies explain that coupons and coupon codes must be applied before an
order is submitted or completed on our website, our associate agreed to honor
*** *** request as a good will gesture.
As such, a credit of $was issued to her *** account ending in
*** on November 24, 2015. *** *** should
be able to see the credit within to business days. At this time, we can only reiterate that we
truly regret any inconvenience she may have experienced. We hope that in the future *** *** will allow
us the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted *** *** comments and the
requested resolution has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist*** *** ***
February 8, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Andrew *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the scheduling of his dryer repair
First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dryer. We show that he currently has an appointment on February 12, 2016. According to Mr***’s complaint, he would like the dryer repaired under Sears 90-day service guarantee. A review of the previous service order, completed on November 7, 2015, shows that a repair was not completed; only a maintenance check. Therefore, the 90-day service guarantee does not apply. Below is a copy of the guarantee explaining its benefits: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of charge…” While the 90-day service guarantee is not applicable to Mr***’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed Mr*** is welcome to send an email to ***@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, 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
Complaint: ***
I am rejecting this response because:This is the second time so far this year that I received poor customer service and suffered from deceptive business practicesI will no longer be doing business with Sears
Sincerely,
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her patio set
We have spoken with the manufacturer ***They have verified the correct items needed for *** *** to have a complete set and they are shipping them to her free of chargeThe shipment was sent out yesterdayWe sincerely apologize for any inconvenience *** *** may have experienced as a result of this issueThat said, since we have made arrangements to grant *** *** request, we respectfully ask that this matter be considered closed 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, *** *** Regulatory Complaint Specialist *** *** *** *** ***
Complaint: ***
I am rejecting this response because: I have mailed a letter to the appropriate address listed on my credit report and received no response as you are the issuing company listed "Sears" it would make sense that your the responsible partyPlease just fix this as it's irresponsible that you already took so long to respond to the message in the first place!
Sincerely,
*** ***
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,*** *** *** *** *** *** ***
*** *** 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 ***
December 7,
2015Nita ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10983470- Christopher *** Dear Ms
***:We have
completed our investigation of Mr*** complaint regarding a recent order As clarification,
the
terms of this offer were clear when it was presented to consumers prior to
placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order,
the online sales system was set up to automatically default to the $
credit so the consumer would have to choose the $in points if that is
what they wantedThis is also shown on the email confirmations sentIt shows
the promotions applied and it says: “Get $off OR Members Choose $back
in points on Kenmore laundry front load pairs.” The issue seems to be that due
to a system error, the screen that confirms your order when you finish,
incorrectly stated that $in points had been earned when consumers had
chosen the $credit option, but that was not the case hereMr*** changed
his selection to reflect that he wanted the $in SYWR points rather than
the $creditWe want to reiterate that this is after the terms were
clearly noted at the beginningMr*** was given the $in SYWR points,
but he was not due anything further according to the terms of the promotion in
question Regardless, Mr*** has
requested that his order be canceled and a refund was issued to his account
todayThe credit should reflect within 3-business days. In light of the aforementioned information,
we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***Tammie.***@searshc.com
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her request for a return label for
items she ordered through sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order using Sears’ websiteWe 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 averted. With that having been said, our records indicate that Ms*** placed her order with a seller hosted on the Sears website. Sears received notification from the seller on January 3, 2016, that a refund had been issued to Ms*** and she could simply discard the bands rather than mailing them back. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
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
***
***
***
***
***
March 14, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have not fully completed our investigation of *** *** complaint regarding her layaway refund
*** ***, Operations Manager for Kmart Store number *** has attempted to reach *** *** by telephone to speak with her in reference to her concerns, but has not yet been able to speak with her. He left a message with his contact information, asking for a return call to discuss his issue further. Unfortunately, we were unable to find *** *** layaway using the information provided in her complaint. Therefore, until we have had an opportunity to discuss this matter with her, we are unable to work toward a resolution. If *** *** still requires assistance, she is welcome to contact *** *** directly at *** ***. We respectfully ask to have this matter closed in the interim, pending *** *** responseWe apologize to *** *** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** Dear *** *** We have completed the investigation of Mr*** complaint regarding missing points on his
SYWR account As of February 6, 2016, Mr*** account was credited with the missing $worth of pointsIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***
March 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the additional charges he paid the installation
contractor for installing his rangeAs clarification, when a customer contacts us over the phone to purchase standard installation for an item, it is procedure for the associate to read an automated script at the time of the purchaseThis will inform the customer that there could be additional chargesThis is because every installation is different and without examining the existing installation set-up, we have no way to know what other costs might be neededThe customer is informed that the installer will survey the work area and inspect that the facilities are up to code and can accommodate basic installationOur basic installation just covers removing any existing product and putting the new one in with the existing plumbingIf additional plumbing, renovation, or code work is required, then our professional installers inform the customer of this and they then have the prerogative to either proceed with the installation after accepting the estimate, or declining the estimate in which case our installer would take back the item and the customer could make other arrangements for delivery and/or installationWe would also then refund any monies if the item was not installedIn *** *** case, he was clearly advised by the installation contractor that the additional $was a required county permit fee for inspection, and *** *** consented to receive the work for the estimated amountAs far as *** *** request for reimbursement of the additional fee is concerned, we did not find that this was warrantedWith that being said, since we have addressed the concern brought forth in *** *** complaint, 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 *** *** ***
THEY ARE SENDING UNRESPONSIVE EMAILS THAT I CAN'T RETURN, HOPING I WILL GIVE UP THIS MATTERI WANT A FULL REFUND FOR THE CRAFTSMAN PLANER SO I CAN GO BUY A REAL AMERICAN MADE MODEL THAT I CAN GET PARTS FOR
November 18, 2015Revdex.com*** *** ***NWabash Ave., Ste2006Chicago, IL 60611Our File No.: ***Revdex.com Case #: *** *** ***Via: Revdex.com Website*** *** ***Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently
brought to our attentionOn behalf of SHIP please know we value *** *** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to conform that we have completed our investigation in regards to the above-referenced file.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have received notice from our district office that all repairs have been completedI spoke to *** *** on 11/05/and she confirmed the sameSHIP cannot offer any more concessionsOur records indicate that the customer has already received a reductionFurthermore, we replaced the laminate floor for the customer at no additional cost.As the investigation has been completed, we are retiring our file at this timeIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,
*** ***SHIP/HI Regulatory Complaint Specialist
*** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet Store and a requested refund*** *** has received her gift card and is satisfiedWe now 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, 6, 2015/01/05) */
Contact Name and Title: ***
Contact Phone: ***
January 5,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding the discrepancy in a page she was viewing and then the price of an item once she added it to her cart
Based on *** version of events we are not sure if the price in question had been an accurate one at one time and had since updated, or if it was an error and never intended to be sold for that price since the product in question no longer appears on our websiteIf it was the first scenario then we would note that the settings for a consumer's internet browser regulate how often it will check for updated pagesMany browsers are designed to retain previously accessed pages in the "cache" to make internet browsing fasterWhen shopping online and looking at a product page, the page is not new, even when changes are made to itHowever, any time a consumer adds that merchandise to the virtual cart, it is then a new page that has not previously been cached and so it will show the most up-to-date price and informationIn Internet Explorer it presents the following options:
"Internet Explorer stores copies of webpages, images, and media for faster viewing laterCheck for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never."
We are not sure what settings*** has selected, but it is not unusual for a consumer to see an older version of a product page that was previously accessedAdditionally, since our website is always open we do update prices while the product is viewableIn most cases, there is no discrepancy when we update our prices if the consumer has cleared their cacheThere are a few instances where there is a small lag between updating the cart price and then updating the product page, especially when we are updating thousands of prices, but these time frames do not last daysSince the price in the cart is the most accurate and up-to-date we do not usually honor requests to be provided with the outdated price
For the latter scenario involving a pricing error, we do want to make sure that*** is aware of our terms and conditions regarding any price discrepancies since there might have been a pricing error that led to the price being updatedWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE KMART SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE KMART SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE KMART SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE KMART SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE KMART SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart 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 KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded."
With that said, since*** had already ordered the merchandise even after being told we would not honor the price, we felt that she should also be given the opportunity to return it with no penaltySince the shipping fee we would have incurred to have the merchandise sent back was very close to the discount*** was looking for, our online business indicated that they were willing to make a one-time courtesy accommodation and honor her request to receive the discount in questionWhen they reached out to*** to process this, they found that someone else within their organization had already issued the refund based on the same determinationAccordingly, since it was our understanding that*** considered the issue resolved, we have closed our file
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,
***
***
***
***
February 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Raymond L*** - # *** Dear Ms***,
We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with the customer service he received at his local Sears Auto Center It is unfortunate that we failed to meet Mr***’s expectations in regard to the customer service he received during his recent visit to his local Sears Auto CenterWe value Mr***’s patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrationsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to District Manager Leonso Angiano and Auto Center Manager Griselda *** for review. It is our understanding that Mr*** was contacted regarding his concerns by Ms*** on February 15, 2016. Unfortunately, although Ms*** assured Mr*** that she would coach her associates to ensure that the proper protocol is followed, Mr*** indicated that he would not be returning to Sears Auto Center. Again, we would like to assure Mr*** that we have taken his concerns very seriously. With that said, since we have noted Mr***’s valuable feedback and contacted him as requested, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 10, 2015*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have not fully completed our investigation of *** *** complaint regarding her refrigerator.We apologize for indicating *** *** issue is on a washer in our letter dated October 28, We do understand the appliance *** *** is complaining about is a refrigeratorOnce *** *** contacted *** *** on November 2, for the service appointment we requested, we sent a senior technician to the home on November 4, Our service tech ordered parts and service to install these parts is scheduled for November 13, *** *** is correct about parts being ordered before the service technician came out on the service dated October 2, Under the service agreement she has one of the benefits is troubleshooting where we try to identify what parts may be needed to address the issue and order those parts before the service technician arrives therefore decreasing the need to order parts and having a 2nd service appointment, unfortunately the parts ordered did not fully address the frosting issueIn the interim, should *** *** have any questions, she may contact the unit directly at ***We apologize again 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 SpecialistSears Holdings Corporation*** ***
Complaint: ***
I am rejecting this response because:My claim on the nature of the defect on the refrigerator was known to Sears well before the warranty period expiredSince that time Sears has scheduled six (6) separate service calls and replaced numerous parts and have repeatedly FAILED to fix the problemWhat does Sears suggest I should have done to get the refrigerator replaced? I am sure that your records will show that I have repeatedly attempted to give Sears every reasonable opportunity to repairThis problem has been a problem from the day I bought the refrigeratorI am asking that Sears honor the original warranty on this applianceIf Sears chooses to refuse to honor the warranty I s*** consider Sears to be in abeyance of their obligations to honor said warranty and *** seek legal remedy. I should also point out that Sears was in part responsible for my failure to notify them sooner as the installers failed to have the technical knowledge necessary to attach the water lineThat is to say they failed to locate it and remove the rubber dust coverI have CCed a copy of this communication to my *** *** *** ***
Sincerely,
*** ***
November 24, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding her dissatisfaction with our customer service and our
failure to apply a
coupon code to an order after she submitted it.It is unfortunate that we failed *** *** expectations
when she recently placed an order with *** We 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 averted. Although our
stated policies explain that coupons and coupon codes must be applied before an
order is submitted or completed on our website, our associate agreed to honor
*** *** request as a good will gesture.
As such, a credit of $was issued to her *** account ending in
*** on November 24, 2015. *** *** should
be able to see the credit within to business days. At this time, we can only reiterate that we
truly regret any inconvenience she may have experienced. We hope that in the future *** *** will allow
us the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted *** *** comments and the
requested resolution has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist*** *** ***
February 8, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Andrew *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the scheduling of his dryer repair
First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dryer. We show that he currently has an appointment on February 12, 2016. According to Mr***’s complaint, he would like the dryer repaired under Sears 90-day service guarantee. A review of the previous service order, completed on November 7, 2015, shows that a repair was not completed; only a maintenance check. Therefore, the 90-day service guarantee does not apply. Below is a copy of the guarantee explaining its benefits: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of charge…” While the 90-day service guarantee is not applicable to Mr***’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed Mr*** is welcome to send an email to ***@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, 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
Complaint: ***
I am rejecting this response because:This is the second time so far this year that I received poor customer service and suffered from deceptive business practicesI will no longer be doing business with Sears
Sincerely,
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her patio set
We have spoken with the manufacturer ***They have verified the correct items needed for *** *** to have a complete set and they are shipping them to her free of chargeThe shipment was sent out yesterdayWe sincerely apologize for any inconvenience *** *** may have experienced as a result of this issueThat said, since we have made arrangements to grant *** *** request, we respectfully ask that this matter be considered closed 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, *** *** Regulatory Complaint Specialist *** *** *** *** ***