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
***
***
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 *** *** *** ***
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 *** *** ***
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,
*** ***
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,
*** ***
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
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
*** *** *** *** *** *** ***
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 *** *** ***
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,
*** ***
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
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,
***
***
***
***
*** *** 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 ***
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 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*** ***
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 *** *** ***
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 *** *** *** ***
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 *** *** *** *** ***
April
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Barbara W Carlton
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding her purchased dryer
After reviewing Ms***
complaint and our records, we were able to determine that we contacted Ms*** and advised her that although she was outside of the return/exchange window, we would gladly process and exchange as a onetime courtesyAt this time, our records show that an exchange was processed and completed on March We hope that Ms*** new dryer will provide her with long term satisfactionIt is our position that an exchange in itself is a substantial accommodationAt this time, we have closed our files
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema Campos
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-248- [email protected]
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ***
*** *** *** We have completed the investigation of *** *** rebuttal regarding her dissatisfaction with Sears’ response to her request for a refund for a humidifier her mother, *** *** purchased from a marketplace seller hosted by the sears.com website As stated in our response, although Sears does offer humidifiers, *** *** did not purchase hers from Sears. Sears merely provided the means to instantly pass her payment on to the seller of the product she selected. Our records indicate that *** *** reported the issue with her humidifier more than days after her purchase date, but the seller offers only a day return period. It was for this reason that the seller, following their stated policy, referred her to contact the manufacturer directly to have the humidifier serviced under the one-year warranty they provided with the purchase price of the item. It may be important to note that even if *** *** had purchased the item from Sears, a repair would have also been the only option we could offer days after the purchase date. Sears does not manufacture any products and, therefore, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product fails to meet the purchaser’s expectations. While we truly empathize with *** *** situation, we can only encourage her to contact the manufacturer immediately, as the longer she waits the shorter her free repair or replacement coverage period becomesWe provided the manufacturer’s contact information, warranty information and the seller’s policies with our previous response and have again attached them with this response so that *** *** and *** *** may easily refer to them. 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 *** *** ***
March 9, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction at being denied a refund on a
duplicate toy purchased for a Christmas present because it was outside the return period designated in our return policy. We would note that our return policy is pretty clear that a refund is only an option within days of purchaseAs a courtesy we do provide a short time after Christmas for those items purchased days prior to ChristmasUnfortunately though we cannot just open this up for any purchase made at any time prior to Christmas or we could have returns that were never Christmas giftsSo regrettably we are unable to honor *** *** request to receive a refund when all other consumers nationwide are held to this same return policy; particularly in the absence of any extenuating circumstances that would warrant an exception. With that said, we were concerned though that *** *** had apparently had a previous interaction at the store that sounded to be not up to the standard we expectAs an expression of our apologies for failing his expectations at that time, we have sent him a $Sears gift card; this can be used at any Sears or Kmart, whether in a store or onlineWe have sent it to the address referenced on this complaint and he should receive this within approximately 2-weeksIf he has not received it by April 4, 2016, he is welcome to call me at *** or email me at ***In the interim, since we have explained why we are unable to honor his request for a refund, but we have sent him something for the referenced prior interaction with the store, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
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
***
***
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 *** *** *** ***
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 *** *** ***
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,
*** ***
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,
*** ***
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
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
*** *** *** *** *** *** ***
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 *** *** ***
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,
*** ***
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
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,
***
***
***
***
*** *** 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 ***
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 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*** ***
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 *** *** ***
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 *** *** *** ***
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 *** *** *** *** ***
April
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Barbara W Carlton
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding her purchased dryer
After reviewing Ms***
complaint and our records, we were able to determine that we contacted Ms*** and advised her that although she was outside of the return/exchange window, we would gladly process and exchange as a onetime courtesyAt this time, our records show that an exchange was processed and completed on March We hope that Ms*** new dryer will provide her with long term satisfactionIt is our position that an exchange in itself is a substantial accommodationAt this time, we have closed our files
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema Campos
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-248-
[email protected]
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ***
*** *** *** We have completed the investigation of *** *** rebuttal regarding her dissatisfaction with Sears’ response to her request for a refund for a humidifier her mother, *** *** purchased from a marketplace seller hosted by the sears.com website As stated in our response, although Sears does offer humidifiers, *** *** did not purchase hers from Sears. Sears merely provided the means to instantly pass her payment on to the seller of the product she selected. Our records indicate that *** *** reported the issue with her humidifier more than days after her purchase date, but the seller offers only a day return period. It was for this reason that the seller, following their stated policy, referred her to contact the manufacturer directly to have the humidifier serviced under the one-year warranty they provided with the purchase price of the item. It may be important to note that even if *** *** had purchased the item from Sears, a repair would have also been the only option we could offer days after the purchase date. Sears does not manufacture any products and, therefore, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product fails to meet the purchaser’s expectations. While we truly empathize with *** *** situation, we can only encourage her to contact the manufacturer immediately, as the longer she waits the shorter her free repair or replacement coverage period becomesWe provided the manufacturer’s contact information, warranty information and the seller’s policies with our previous response and have again attached them with this response so that *** *** and *** *** may easily refer to them. 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 *** *** ***
March 9, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction at being denied a refund on a
duplicate toy purchased for a Christmas present because it was outside the return period designated in our return policy. We would note that our return policy is pretty clear that a refund is only an option within days of purchaseAs a courtesy we do provide a short time after Christmas for those items purchased days prior to ChristmasUnfortunately though we cannot just open this up for any purchase made at any time prior to Christmas or we could have returns that were never Christmas giftsSo regrettably we are unable to honor *** *** request to receive a refund when all other consumers nationwide are held to this same return policy; particularly in the absence of any extenuating circumstances that would warrant an exception. With that said, we were concerned though that *** *** had apparently had a previous interaction at the store that sounded to be not up to the standard we expectAs an expression of our apologies for failing his expectations at that time, we have sent him a $Sears gift card; this can be used at any Sears or Kmart, whether in a store or onlineWe have sent it to the address referenced on this complaint and he should receive this within approximately 2-weeksIf he has not received it by April 4, 2016, he is welcome to call me at *** or email me at ***In the interim, since we have explained why we are unable to honor his request for a refund, but we have sent him something for the referenced prior interaction with the store, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***