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
December 16, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.As clarification, our
online website hosts other retailers through our Sears Marketplace programThe
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options onlineWe
offer our own merchandise as well as choices available from third-party
vendorsFor any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item searchIt should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by SearsMarketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policiesSears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that *** *** placed an order with a Third Party Marketplace vendor,
not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** located at *** *** *** *** *** ** *** *** *** and telephone number (*** *** We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site
For *** *** records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, ptexts, and links
to third party sitesWe are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked siteThe display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policiesIf you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and *** *** requested a cancellation, we processed the
refund request from *** *** *** can expect a credit to post to his account
within 3-business daysIn the interim, we have noted *** *** concerns and
respectfully ask to have this matter closed, pending his receipt of the refundWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/02/05) */
February 5,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
delay in receiving her purchased washer and dryer
We apologize that many factors resulted in *** delay in completing his delivery within the provided delivery dateWe have already taken steps to improve delivery time by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand *** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing *** complaint and our records, we were able to determine that he purchased a ** washer and dryer set on November The delivery was scheduled for December Due to not having the appliances with the corresponding warehouse, unfortunately we were not able to complete *** deliveryOur records also show that *** canceled his order and a credit in the amount of $was issued back to the original form of payment on January It is our hope that *** will allow us another opportunity in the future to provide him with the type of customer service Sears' has built their reputation on, but understand if this is not possibleSince we have confirmed that *** was credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
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*** *** ***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding Sears and a gas fired furnace
Sears has referred *** ***
claim to our third-party claims administrator *** for further reviewOnce *** opened the claim, ***, it was assigned to Claims Examiner *** *** for handling*** *** can be reached at *** *** *** during business hours or via email at ***For clarification, *** has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutable
Since we have provided *** *** with the information needed to follow up on her claim, we respectfully request that this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
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 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her washer and her request for a replacementFirst, we would
like to apologize to *** *** for failing her expectations in regard to the repair of her washer. While *** *** washer did not qualify for a replacement under the terms of the Master Protection Agreement (MPA) District Operations Supervisor, *** *** authorized a replacement for customer satisfaction. As *** *** current washer is still available, she has been authorized a replacement amount based upon the current retail price of the washer - $879.99; however, *** *** can select another model from Sears and use the aforementioned amount towards its purchase. *** *** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. *** *** will need to provide the telephone number on record, (*** ***, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, and then provide additional coverage until September 25, 2020. With that said, since we are providing *** *** with an equitable resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Just because that is the policy does not make it rightYes, I was told the exact same thing by the manager, so I would not expect to get a different response from the same personSears needs to reimburse me for something - my time off work and towing service or labor charges which is only $I went without transportation for a whole day, then I had to get a rental (days)Why am I paying for labor when there would be no labor costs if the starter was installed correctly the first timeThis is a Sears issue or Sears policy issue
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/02/19) */
Contact Name and Title: ***
Contact Phone: ***
February 19,
***
***
***
***
***
***
We have completed the investigation of the *** complaint regarding their allegation that the technician did not service the television properly and this led to additional problems with television
Due to the nature of the *** concerns, a claim was opened with ***, our third-party claims adjusterAs clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimUpon receipt of the *** complaint, we reached out to *** ***, their *** Claims Examiner*** confirmed that this claim had been settled and a settlement check was issued on February 13, If the *** have any questions regarding their claim or settlement, they can contact *** and reference claim number ***In the interim, since a settlement has been reached and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
Again, we apologize to the *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Complaint:
I am rejecting this response because: there is no way I can reach the 3d party myselfThe telephone number that they provided to sears is incorrect or simpley nobody cares about returning phone callsI tried several time with no responseIf sears gets commission from advertising the 3d party's items, they should be involved into resolving this issueI'm not going to accept sear's response until I get my refundAlso, Tammie did not mention the email that I received from Sears about full refundSomehow she just ignored itI'd like to get some explanations about that messageIf sears was not planning to refund my money and I would get rid of the item, who would be responsible in that caseAgain, below is the message that I received from Sears.Sears.com Order # Shopping [email protected] Dec at 4:PMToelena***@yahoo.com Hide Message bodyDear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience caused.http://www.sears.com Thank you, Calistha.Y Sears Member Services1-800-366-3028Thank you
Sincerely,
Elena ***
December 2, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***We have completed the investigation of M** *** complaint regarding his dissatisfaction that his dishwasher
failed sooner than he expected and is requesting covered repair.We apologize that M** *** dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIn M** *** case, he purchased his dishwasher on May 25, 2014, and the manufacturer’s labor warranty expired on May 31, 2015. We would like to note that *** ***i originally had repair on December 5, where it was found that the diverter motor was leaking through the main shaft. A new diverter was therefore installed and the unit tested fine. *** ***i experienced the same issues with the dishwasher and so a technician went to his home on November 12, and it was determined that the drain pump had locked up. While Sears does have a day repair policy, it should be noted that that is if the issue presented matches exactly the previous, which in M** *** case would be the diverter. Because the issue was with the drain pump and not the diverter, it would not be covered. It should further be noted that the time between repairs was also well over days. That being said, any repairs needed going forward would be at M** *** expense. Because we have addressed M** *** concerns, we respectfully request this complaint be closed.Again, we apologize to *** ***i 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***
Complaint: ***
I am rejecting this response because: Fact is it was sold unopeoned and a used tv was in the box I will now get a lawyer to take the matter to court
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/12/10) */
Contact Name and Title: ***
Contact Phone: ***
***
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her recent online order
*** Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We would first like to apologize for any inconvenience *** may have experiencedWe sent an email correspondence regarding the incorrect order she receivedWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe advised that *** not to return the game to Sears as we do not want to inconvenience her any furtherFinally, we explained that our systems would not allow us to ship the correct item unless the order is replacedAs such, we have issued a full refund of $in Shop Your Way Reward points and $back to her ***Card ending in ***This credit should be viewable by *** financial institution within 3-business daysIt should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balanceShould *** have any questions, she may contact us via email at *** In the interim, we have noted ***' concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
Initial Business Response /* (1000, 8, 2015/01/13) */
Contact Name and Title: ***
Contact Phone: ***
January 13,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding her dissatisfaction with the customer service provided at the store and her online order
We apologize for the inconvenience and frustration that *** may have experiencedWe want to assure *** that her feedback gives us the opportunity to remedy any problem that may exist and help to improve our service furtherSince the item she ordered was not available at the store, we informed *** that we cancelled her existing order and issued a refundOn January 1, 2015, we issued a credit of $to ***' *** ending in ***We also informed ***, that in order to have the item shipped, she would have to place a new orderAs a one-time courtesy, we offered free shipping and a 10% discount off the new orderIn the interim, we have closed our file
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
Initial Consumer Rebuttal /* (3000, 10, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a message saying the item was ready for pick upApproximately 2-hours later, I received a voicemail from an employee saying the item was damagedThe order was not canceledInstead, it was replaced with what the employee said was a "similar" item
I did receive an e-mail offering 20% off of my next orderI was told to respond back to the e-mail with my new order numberI did this, and still, the original price was deducted from my bank account
Final Business Response /* (4000, 12, 2015/01/23) */
January 23,
***
***
***
***
***
***
We have completed the investigation of ***' rebuttal regarding her dissatisfaction with the delay in receiving the discount offered on her online order
We apologize to *** for delay in the reimbursement process and that we failed to meet her expectationsWe contacted *** and she confirmed that she received the $credit shortly after sending the rebuttal emailAdditionally, we hope that *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponWe respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Business Response /* (1000, 5, 2014/12/23) */
Contact Name and Title:***
Contact Email: ***
December 23,
***
***
***
***
***
***
We have completed the investigation of *** complaint of placing an order on sears.com for store pick up only to find that it was not available
Upon receiving *** complaint, we escalated his concerns to ***, Store General Manager for Unit *** contacted *** and spoke to him via phone and offered to refund him his money if he came into the store and he would also give him an additional $for any inconveniences experienced*** agreed to this resolution and stated he would come to the store within the next few daysBecause we have provided *** with his requested resolution, we respectfully request this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorI have authorized
the replacement of Ms*** refrigeratorI have also contacted Ms*** and informed her of the approval to replaceIn the event Ms*** has any questions or concerns regarding her authorization, she has my office number and email address and has been invited to contact me if neededAt this time, since we have authorized Ms*** refrigerator for replacement, we ask that this complaint be closedWe apologize to Ms*** 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 ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ** *** *** *** We have reviewed *** *** rebuttal complaint regarding his non-receipt of a full refund We sent an email correspondence to *** ** on May 10, 2016, advising that the Gift Card department confirmed the amount he was shorted was for $For tracking purposes *** ** requested that a new gift card be sentTherefore, a new gift card of $was issued on May 12, 2016, which will arrive in the mail*** ** can expect to receive this in the mail within to business days or by May 26, In the interim, we have noted *** **’s concerns and respectfully ask to have this matter closed, pending their receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding issue that occurred at her local Sears when he payment was not properly
processed at the Oxford Sears storeIt is unfortunate that we failed *** *** expectations when she made a payment at her local Sears store in Oxford and a system failure occurredWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and ***We can assure *** *** that her concerns have been forwarded to local district sales manager as well as the management of the Oxford Sears, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOn Wednesday, December 23, 2015, I had a conference call with *** *** and *** (***) from ***, who advised *** *** that the late fee has been reversed and credited back to her account*** will be sending *** *** letter from *** advising her that the late fee concerns have been resolvedI invite *** *** to contact me at any time if she has any additional concerns, she has my office number and email addressSince we have noted Sears response to *** *** complaint, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** rebuttal We appreciate *** *** providing further details regarding this issueHowever, as we noted before, we have arranged for her to receive a new refrigerator as a replacement, which was one of the resolutions she requested; therefore, we respectfully ask that this matter remain closedWe 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 *** *** ***
Initial Business Response /* (1000, 5, 2015/02/09) */
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
a missing part form the elliptical machine she purchased recently
In response to Ms***'s letter, a chest strap has been ordered for shipment to her home address free of charge with an estimated arrival date of February 17, We appreciate Ms***'s patronage and sincerely apologize for any inconvenience she may have experienced as a result of this issueThat said, since we have provided the resolution Ms*** was seeking, we respectfully ask that this matter be considered closed
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
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
December 16, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.As clarification, our
online website hosts other retailers through our Sears Marketplace programThe
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options onlineWe
offer our own merchandise as well as choices available from third-party
vendorsFor any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item searchIt should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by SearsMarketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policiesSears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that *** *** placed an order with a Third Party Marketplace vendor,
not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** located at *** *** *** *** *** ** *** *** *** and telephone number (*** *** We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site
For *** *** records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, ptexts, and links
to third party sitesWe are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked siteThe display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policiesIf you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and *** *** requested a cancellation, we processed the
refund request from *** *** *** can expect a credit to post to his account
within 3-business daysIn the interim, we have noted *** *** concerns and
respectfully ask to have this matter closed, pending his receipt of the refundWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/02/05) */
February 5,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
delay in receiving her purchased washer and dryer
We apologize that many factors resulted in *** delay in completing his delivery within the provided delivery dateWe have already taken steps to improve delivery time by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand *** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing *** complaint and our records, we were able to determine that he purchased a ** washer and dryer set on November The delivery was scheduled for December Due to not having the appliances with the corresponding warehouse, unfortunately we were not able to complete *** deliveryOur records also show that *** canceled his order and a credit in the amount of $was issued back to the original form of payment on January It is our hope that *** will allow us another opportunity in the future to provide him with the type of customer service Sears' has built their reputation on, but understand if this is not possibleSince we have confirmed that *** was credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
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*** *** ***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding Sears and a gas fired furnace
Sears has referred *** ***
claim to our third-party claims administrator *** for further reviewOnce *** opened the claim, ***, it was assigned to Claims Examiner *** *** for handling*** *** can be reached at *** *** *** during business hours or via email at ***For clarification, *** has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutable
Since we have provided *** *** with the information needed to follow up on her claim, we respectfully request that this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
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 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her washer and her request for a replacementFirst, we would
like to apologize to *** *** for failing her expectations in regard to the repair of her washer. While *** *** washer did not qualify for a replacement under the terms of the Master Protection Agreement (MPA) District Operations Supervisor, *** *** authorized a replacement for customer satisfaction. As *** *** current washer is still available, she has been authorized a replacement amount based upon the current retail price of the washer - $879.99; however, *** *** can select another model from Sears and use the aforementioned amount towards its purchase. *** *** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. *** *** will need to provide the telephone number on record, (*** ***, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, and then provide additional coverage until September 25, 2020. With that said, since we are providing *** *** with an equitable resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Just because that is the policy does not make it rightYes, I was told the exact same thing by the manager, so I would not expect to get a different response from the same personSears needs to reimburse me for something - my time off work and towing service or labor charges which is only $I went without transportation for a whole day, then I had to get a rental (days)Why am I paying for labor when there would be no labor costs if the starter was installed correctly the first timeThis is a Sears issue or Sears policy issue
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/02/19) */
Contact Name and Title: ***
Contact Phone: ***
February 19,
***
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***
We have completed the investigation of the *** complaint regarding their allegation that the technician did not service the television properly and this led to additional problems with television
Due to the nature of the *** concerns, a claim was opened with ***, our third-party claims adjusterAs clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimUpon receipt of the *** complaint, we reached out to *** ***, their *** Claims Examiner*** confirmed that this claim had been settled and a settlement check was issued on February 13, If the *** have any questions regarding their claim or settlement, they can contact *** and reference claim number ***In the interim, since a settlement has been reached and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
Again, we apologize to the *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Complaint:
I am rejecting this response because: there is no way I can reach the 3d party myselfThe telephone number that they provided to sears is incorrect or simpley nobody cares about returning phone callsI tried several time with no responseIf sears gets commission from advertising the 3d party's items, they should be involved into resolving this issueI'm not going to accept sear's response until I get my refundAlso, Tammie did not mention the email that I received from Sears about full refundSomehow she just ignored itI'd like to get some explanations about that messageIf sears was not planning to refund my money and I would get rid of the item, who would be responsible in that caseAgain, below is the message that I received from Sears.Sears.com Order # Shopping [email protected] Dec at 4:PMToelena***@yahoo.com Hide Message bodyDear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience caused.http://www.sears.com Thank you, Calistha.Y Sears Member Services1-800-366-3028Thank you
Sincerely,
Elena ***
December 2, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***We have completed the investigation of M** *** complaint regarding his dissatisfaction that his dishwasher
failed sooner than he expected and is requesting covered repair.We apologize that M** *** dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIn M** *** case, he purchased his dishwasher on May 25, 2014, and the manufacturer’s labor warranty expired on May 31, 2015. We would like to note that *** ***i originally had repair on December 5, where it was found that the diverter motor was leaking through the main shaft. A new diverter was therefore installed and the unit tested fine. *** ***i experienced the same issues with the dishwasher and so a technician went to his home on November 12, and it was determined that the drain pump had locked up. While Sears does have a day repair policy, it should be noted that that is if the issue presented matches exactly the previous, which in M** *** case would be the diverter. Because the issue was with the drain pump and not the diverter, it would not be covered. It should further be noted that the time between repairs was also well over days. That being said, any repairs needed going forward would be at M** *** expense. Because we have addressed M** *** concerns, we respectfully request this complaint be closed.Again, we apologize to *** ***i 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***
Complaint: ***
I am rejecting this response because: Fact is it was sold unopeoned and a used tv was in the box I will now get a lawyer to take the matter to court
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/12/10) */
Contact Name and Title: ***
Contact Phone: ***
***
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We have completed the investigation of *** complaint regarding her recent online order
*** Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We would first like to apologize for any inconvenience *** may have experiencedWe sent an email correspondence regarding the incorrect order she receivedWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe advised that *** not to return the game to Sears as we do not want to inconvenience her any furtherFinally, we explained that our systems would not allow us to ship the correct item unless the order is replacedAs such, we have issued a full refund of $in Shop Your Way Reward points and $back to her ***Card ending in ***This credit should be viewable by *** financial institution within 3-business daysIt should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balanceShould *** have any questions, she may contact us via email at *** In the interim, we have noted ***' concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
Initial Business Response /* (1000, 8, 2015/01/13) */
Contact Name and Title: ***
Contact Phone: ***
January 13,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding her dissatisfaction with the customer service provided at the store and her online order
We apologize for the inconvenience and frustration that *** may have experiencedWe want to assure *** that her feedback gives us the opportunity to remedy any problem that may exist and help to improve our service furtherSince the item she ordered was not available at the store, we informed *** that we cancelled her existing order and issued a refundOn January 1, 2015, we issued a credit of $to ***' *** ending in ***We also informed ***, that in order to have the item shipped, she would have to place a new orderAs a one-time courtesy, we offered free shipping and a 10% discount off the new orderIn the interim, we have closed our file
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
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Initial Consumer Rebuttal /* (3000, 10, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a message saying the item was ready for pick upApproximately 2-hours later, I received a voicemail from an employee saying the item was damagedThe order was not canceledInstead, it was replaced with what the employee said was a "similar" item
I did receive an e-mail offering 20% off of my next orderI was told to respond back to the e-mail with my new order numberI did this, and still, the original price was deducted from my bank account
Final Business Response /* (4000, 12, 2015/01/23) */
January 23,
***
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We have completed the investigation of ***' rebuttal regarding her dissatisfaction with the delay in receiving the discount offered on her online order
We apologize to *** for delay in the reimbursement process and that we failed to meet her expectationsWe contacted *** and she confirmed that she received the $credit shortly after sending the rebuttal emailAdditionally, we hope that *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponWe respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Business Response /* (1000, 5, 2014/12/23) */
Contact Name and Title:***
Contact Email: ***
December 23,
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We have completed the investigation of *** complaint of placing an order on sears.com for store pick up only to find that it was not available
Upon receiving *** complaint, we escalated his concerns to ***, Store General Manager for Unit *** contacted *** and spoke to him via phone and offered to refund him his money if he came into the store and he would also give him an additional $for any inconveniences experienced*** agreed to this resolution and stated he would come to the store within the next few daysBecause we have provided *** with his requested resolution, we respectfully request this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorI have authorized
the replacement of Ms*** refrigeratorI have also contacted Ms*** and informed her of the approval to replaceIn the event Ms*** has any questions or concerns regarding her authorization, she has my office number and email address and has been invited to contact me if neededAt this time, since we have authorized Ms*** refrigerator for replacement, we ask that this complaint be closedWe apologize to Ms*** 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 ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ** *** *** *** We have reviewed *** *** rebuttal complaint regarding his non-receipt of a full refund We sent an email correspondence to *** ** on May 10, 2016, advising that the Gift Card department confirmed the amount he was shorted was for $For tracking purposes *** ** requested that a new gift card be sentTherefore, a new gift card of $was issued on May 12, 2016, which will arrive in the mail*** ** can expect to receive this in the mail within to business days or by May 26, In the interim, we have noted *** **’s concerns and respectfully ask to have this matter closed, pending their receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding issue that occurred at her local Sears when he payment was not properly
processed at the Oxford Sears storeIt is unfortunate that we failed *** *** expectations when she made a payment at her local Sears store in Oxford and a system failure occurredWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and ***We can assure *** *** that her concerns have been forwarded to local district sales manager as well as the management of the Oxford Sears, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOn Wednesday, December 23, 2015, I had a conference call with *** *** and *** (***) from ***, who advised *** *** that the late fee has been reversed and credited back to her account*** will be sending *** *** letter from *** advising her that the late fee concerns have been resolvedI invite *** *** to contact me at any time if she has any additional concerns, she has my office number and email addressSince we have noted Sears response to *** *** complaint, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** rebuttal We appreciate *** *** providing further details regarding this issueHowever, as we noted before, we have arranged for her to receive a new refrigerator as a replacement, which was one of the resolutions she requested; therefore, we respectfully ask that this matter remain closedWe 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 *** *** ***
Initial Business Response /* (1000, 5, 2015/02/09) */
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
a missing part form the elliptical machine she purchased recently
In response to Ms***'s letter, a chest strap has been ordered for shipment to her home address free of charge with an estimated arrival date of February 17, We appreciate Ms***'s patronage and sincerely apologize for any inconvenience she may have experienced as a result of this issueThat said, since we have provided the resolution Ms*** was seeking, we respectfully ask that this matter be considered closed
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com