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 *** *** ***
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
***
***
***
***
***
***
*** ***
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,
*** ***
*** *** ***
*** *** ***
***
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*** *** *** ***
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]
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, 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
***
***
***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** *** *** ***
Thank you for your letter regarding the concerns of *** *** *** of *** Missouri in connection
with cancelled promotions launched by the Shop Your Way (“SYW”) membership rewards program run by SearsAbove all else, Sears values its customer relationships, and we strive to maintain high levels of customer satisfaction. In the case of the promotions at issue, our computer systems’ technical problems interfered with meeting that goal, and for that, on behalf of Sears, I apologizeSpecifically, a group of related online promotions were launched by Sears on Monday, February 22, 2016. About hours into the promotions, a computer glitch occurred on our end. The promotions were designed in such a way that if an individual SYW member responded to all of them and then received the maximum value from each, the largest number of SYW member points received would have been $16. Instead, our computer erroneously took single responses and automatically duplicated them in our system, mistakenly providing thousands of points to a number of SYW membersSears discovered the problem soon after it arose and immediately discontinued all of the promotions. In the following days, we assessed which SYW points were correctly provided to members, compared to those that were automatically issued by our computer system by mistake. We then adjusted the points balances in the affected SYW members’ accounts accordingly. To the extent customers contacted us with questions, we explained our error and how we arrived at the correct number of points, if any, to be credited to their accounts. When *** *** contacted us, we engaged with her via phone calls and email, all with the goal of being transparent about our mistake and our remedial actions. As well, I would direct you to the relevant portions of the rules relating to the promotions, to which players agree in order to enter: > On behalf of Sears, I apologize that our mistake has taken up your time and has inconvenienced *** *** I remain available to respond to any further questions or concerns you may have. In the meantime, by copy of this letter to MsFrank, we invite her to contact us directly should she have continuing unaddressed inquiries regarding the cancelled February 22nd promotionsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her refrigerator*** *** Sears Home
Services, Technical Manager provided the following response: *** *** complaint is that there is not cool water coming out of their refrigerator water dispenser. Tech inspected unit to see why the water was not coldAfter speaking to the technical support center, we’ve come to the determination that the reason the water isn’t cold is due to over use. The water dispenser is the family’s main source of water & this is a pretty big family that utilizes the dispenser constantly throughout the day. The water going into the reservoir is not allowed enough time to cool down for cold water use. If the water is constantly being emptied & refilled from their house line, the temperature will be closer to their sink water due to the lack of time for it to cool down. Tech explained this to customer prior to leaving the homeSince we have noted our response to *** *** complaint, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 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
***
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,
*** ***
Complaint: ***
I am rejecting this response because:K-mart has a pattern and practice of advertisement and they are drawing consumers to their website with super low prices, and when a consumer wants to purchase that item which has drawn him/or her to their website is never able to do itEven after I e-mailed to their representative two days ago a link with a pair of men jeans advertised for $1.99, and even after that representative agreed on May 9, that item should not be posted on the website, as I am writing to you May, 11, that item is still posted on their website for $They want to continue to deceive the consumers with absolutely no repercussions what-so-ever in the direct detriment of the consumerTheir pattern and practice of and deceiving advertising must stopThis warrants a class action suit against the company and for Revdex.com to issue a negative rating as to this corporation.In their response, they completely failed to address their claim that I have canceled my order, and I quote excerpts of that e-mail:" Dear ***, Changed your mind? Well, it happens! This confirms that we've canceled your Kmart.com order *** as you requested, and you have not been charged." I am also copying hereto the chat that I had with K-mart after my order was canceled:Chat transcript *** T (18:22:GMT) : Thank you for contacting KmartHow may I help you?Visitor (18:22:GMT) : order *** T (18:22:GMT) : Thank you for that.*** T (18:22:GMT) : How can I help you regarding the order number provided?Visitor (18:22:GMT) : I never canceled this orderWhy did you canceled my order?*** T (18:22:GMT) : I am really sorry to hear that your order is cancelled, but nevertheless let me check the reason for cancellation. Visitor (18:23:GMT) : ok*** T (18:23:GMT) : Thank you, is this for the .Men's Distressed Straight Leg Jeans, ***? Visitor (18:23:GMT) : yes it is*** T (18:24:GMT) : Thank you so much.*** T (18:24:GMT) : Upon further checking, the item that you have ordered was not successfully completed as the item that you want is out of stockWe were unable to oversee that the item would be cancelled since it was out of stockWe sincerely apologize for the trouble.*** T (18:24:GMT) : Refund was already processed, after you have received the notification that it was cancelledAnd it will clear back to your method of payment within three to five business days.*** T (18:25:GMT) : In the meantime, if you'd still want the itemWe can look for a comparable itemAnd we can place a new order for youAnd I would be happy to offer 10% discount for this.Visitor (18:25:GMT) : This is unacceptableI will have to file a complaint thenVisitor (18:25:GMT) : You have sent me an e-mail claiming that I cancelled it!! This is fraud*** T (18:25:GMT) : I am really sorry to hear that but please be advised that orders still go through even though the item is already out of stockBut when the transaction completed and details been passed to logistics that's the time that the system would update and the transaction would automatically be cancelled.*** T (18:26:GMT) : We sincerely apologize for the mis-information in the email you have received. And we always appreciate customers who take the time to give us their feedbackI’ll pass what you’ve said onto our management team.Visitor (18:27:GMT) : This is bait and switchYou advertise on your website all those clearance items when you do not have themIn order for me not to complain you will have to provide me with a regular priced item at the same amount of $4.99*** T (18:28:GMT) : I'm afraid I cannot do that as my system would not be allowing me to do soI hope you understandWhat I can do is we can look for a comparable item and I'd be more than willing to provide a 10% discount.Visitor (18:29:GMT) : Nothis would not be acceptableEither would be for the same price or otherwise your company will be liable for advertisement.Visitor (18:29:GMT) : Please provide me with the phone number and contact information for your legal department*** T (18:29:GMT) : We would be accepting your decision, if only I can do what you request then I would be more than willing to do so. Visitor (18:30:GMT) : I am sure that your executive office would be able to O.Kthis "settlement"Visitor (18:30:GMT) : Think about the hundreds of thousands of legal fees to defend a lawsuit*** T (18:31:GMT) : You can reach our Legal Department at *** and they can assist you further.Visitor (18:31:GMT) : Thank you.*** T (18:31:GMT) : We sincerely apologize for the trouble ***.*** T (18:32:GMT) : But I have exhausted my resources and that is the most that I can do. *** T (18:32:GMT) : I hope I have covered all your concerns todayPlease feel free to chat or call us back for further assistanceThank you for contacting Sears."This shows that they are utterly failing to admit their fraud upon the consumer and should stop.I am in fact entitled to way more than $considering all the above, and I reserve all my options intact including seeking legal actions against Sears Holding Corporation for fraudulent advertisement which warrants punitive damages
Sincerely,
*** ***
*** *** 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 ***
March 28, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding service coverage for his ***
Central A/C unit We apologize for the delay in responding to this complaint*** *** purchased a *** *** ten *** service planThis is a bundled service plan where a customer can have several appliances listed for one yearly chargeThe customer may have to appliances under one planIf an appliance is removed from the plan the customer may select another appliance to add to the plan to bring the number back up to tenBut if they chose not to add another appliance there wouldn’t necessarily be a refund if the number of appliances that remain under the *** plan are still numbered over five We do show that *** *** purchased this plan on January 12, We show *** *** has two separate central A/C units, a *** purchased in and the *** which *** *** states was purchased in when he had an addition added to his homeOur service records show a service history for the *** but no service history for the *** until February 19, when our service technician found that there was a preexisting contamination of the CondenserOur estimate to repair was $with the 25% off parts and labor per the terms and conditions of the *** for non-covered repairs this brought the repair estimate to $*** *** declined this repair and the order was closed We informed *** *** the reason he did not see a refund when the *** was removed from the *** plan and that he does have the choice to add two more appliances*** *** purchased a new central A/C unit and would like this unit added to his service planWe are currently waiting for *** *** to provide the Model and Serial numbers of the A/C and Furnace portions of his new unitWe will also send out a service tech to confirm the working of the new unit to alleviate any concerns *** *** may have regarding the service coverage of the new unitWe have addressed *** *** complaint and explained why the *** was not covered for repairs and at this time are waiting for information that *** *** needs to provide for Sears to cover his new Central A/C unit With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. We respectfully ask that this matter remain closed at this time 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 Specialist Sears Holdings Corporation *** *** ***
Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611Re: Laila N *** #Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears
Garage Solutions.Rhonda ***, Sears Garage Solutions, Support
Specialist
provided the following response:We would like to
refund Ms*** $but need to speak with her to process the refundThat said,
I would ask that Ms*** contact me directly at *** or via email at rhonda.***@searsfranchises.com, so I could
gather the needed info to process the refundSince we have noted our intent to
refund Ms***, we ask that this complaint be closed pending contactWe apologize to Ms
*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,Adam ***Regulatory Claims SpecialistSears Holdings CorporationAdam.***@searshc.com
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 *** *** ***
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 *** *** ***
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
***
***
***
***
***
***
*** ***
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,
*** ***
*** *** ***
*** *** ***
***
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*** *** *** ***
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]
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, 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
***
***
***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** *** *** ***
Thank you for your letter regarding the concerns of *** *** *** of *** Missouri in connection
with cancelled promotions launched by the Shop Your Way (“SYW”) membership rewards program run by SearsAbove all else, Sears values its customer relationships, and we strive to maintain high levels of customer satisfaction. In the case of the promotions at issue, our computer systems’ technical problems interfered with meeting that goal, and for that, on behalf of Sears, I apologizeSpecifically, a group of related online promotions were launched by Sears on Monday, February 22, 2016. About hours into the promotions, a computer glitch occurred on our end. The promotions were designed in such a way that if an individual SYW member responded to all of them and then received the maximum value from each, the largest number of SYW member points received would have been $16. Instead, our computer erroneously took single responses and automatically duplicated them in our system, mistakenly providing thousands of points to a number of SYW membersSears discovered the problem soon after it arose and immediately discontinued all of the promotions. In the following days, we assessed which SYW points were correctly provided to members, compared to those that were automatically issued by our computer system by mistake. We then adjusted the points balances in the affected SYW members’ accounts accordingly. To the extent customers contacted us with questions, we explained our error and how we arrived at the correct number of points, if any, to be credited to their accounts. When *** *** contacted us, we engaged with her via phone calls and email, all with the goal of being transparent about our mistake and our remedial actions. As well, I would direct you to the relevant portions of the rules relating to the promotions, to which players agree in order to enter: > On behalf of Sears, I apologize that our mistake has taken up your time and has inconvenienced *** *** I remain available to respond to any further questions or concerns you may have. In the meantime, by copy of this letter to MsFrank, we invite her to contact us directly should she have continuing unaddressed inquiries regarding the cancelled February 22nd promotionsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her refrigerator*** *** Sears Home
Services, Technical Manager provided the following response: *** *** complaint is that there is not cool water coming out of their refrigerator water dispenser. Tech inspected unit to see why the water was not coldAfter speaking to the technical support center, we’ve come to the determination that the reason the water isn’t cold is due to over use. The water dispenser is the family’s main source of water & this is a pretty big family that utilizes the dispenser constantly throughout the day. The water going into the reservoir is not allowed enough time to cool down for cold water use. If the water is constantly being emptied & refilled from their house line, the temperature will be closer to their sink water due to the lack of time for it to cool down. Tech explained this to customer prior to leaving the homeSince we have noted our response to *** *** complaint, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 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
***
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,
*** ***
Complaint: ***
I am rejecting this response because:K-mart has a pattern and practice of advertisement and they are drawing consumers to their website with super low prices, and when a consumer wants to purchase that item which has drawn him/or her to their website is never able to do itEven after I e-mailed to their representative two days ago a link with a pair of men jeans advertised for $1.99, and even after that representative agreed on May 9, that item should not be posted on the website, as I am writing to you May, 11, that item is still posted on their website for $They want to continue to deceive the consumers with absolutely no repercussions what-so-ever in the direct detriment of the consumerTheir pattern and practice of and deceiving advertising must stopThis warrants a class action suit against the company and for Revdex.com to issue a negative rating as to this corporation.In their response, they completely failed to address their claim that I have canceled my order, and I quote excerpts of that e-mail:" Dear ***, Changed your mind? Well, it happens! This confirms that we've canceled your Kmart.com order *** as you requested, and you have not been charged." I am also copying hereto the chat that I had with K-mart after my order was canceled:Chat transcript *** T (18:22:GMT) : Thank you for contacting KmartHow may I help you?Visitor (18:22:GMT) : order *** T (18:22:GMT) : Thank you for that.*** T (18:22:GMT) : How can I help you regarding the order number provided?Visitor (18:22:GMT) : I never canceled this orderWhy did you canceled my order?*** T (18:22:GMT) : I am really sorry to hear that your order is cancelled, but nevertheless let me check the reason for cancellation. Visitor (18:23:GMT) : ok*** T (18:23:GMT) : Thank you, is this for the .Men's Distressed Straight Leg Jeans, ***? Visitor (18:23:GMT) : yes it is*** T (18:24:GMT) : Thank you so much.*** T (18:24:GMT) : Upon further checking, the item that you have ordered was not successfully completed as the item that you want is out of stockWe were unable to oversee that the item would be cancelled since it was out of stockWe sincerely apologize for the trouble.*** T (18:24:GMT) : Refund was already processed, after you have received the notification that it was cancelledAnd it will clear back to your method of payment within three to five business days.*** T (18:25:GMT) : In the meantime, if you'd still want the itemWe can look for a comparable itemAnd we can place a new order for youAnd I would be happy to offer 10% discount for this.Visitor (18:25:GMT) : This is unacceptableI will have to file a complaint thenVisitor (18:25:GMT) : You have sent me an e-mail claiming that I cancelled it!! This is fraud*** T (18:25:GMT) : I am really sorry to hear that but please be advised that orders still go through even though the item is already out of stockBut when the transaction completed and details been passed to logistics that's the time that the system would update and the transaction would automatically be cancelled.*** T (18:26:GMT) : We sincerely apologize for the mis-information in the email you have received. And we always appreciate customers who take the time to give us their feedbackI’ll pass what you’ve said onto our management team.Visitor (18:27:GMT) : This is bait and switchYou advertise on your website all those clearance items when you do not have themIn order for me not to complain you will have to provide me with a regular priced item at the same amount of $4.99*** T (18:28:GMT) : I'm afraid I cannot do that as my system would not be allowing me to do soI hope you understandWhat I can do is we can look for a comparable item and I'd be more than willing to provide a 10% discount.Visitor (18:29:GMT) : Nothis would not be acceptableEither would be for the same price or otherwise your company will be liable for advertisement.Visitor (18:29:GMT) : Please provide me with the phone number and contact information for your legal department*** T (18:29:GMT) : We would be accepting your decision, if only I can do what you request then I would be more than willing to do so. Visitor (18:30:GMT) : I am sure that your executive office would be able to O.Kthis "settlement"Visitor (18:30:GMT) : Think about the hundreds of thousands of legal fees to defend a lawsuit*** T (18:31:GMT) : You can reach our Legal Department at *** and they can assist you further.Visitor (18:31:GMT) : Thank you.*** T (18:31:GMT) : We sincerely apologize for the trouble ***.*** T (18:32:GMT) : But I have exhausted my resources and that is the most that I can do. *** T (18:32:GMT) : I hope I have covered all your concerns todayPlease feel free to chat or call us back for further assistanceThank you for contacting Sears."This shows that they are utterly failing to admit their fraud upon the consumer and should stop.I am in fact entitled to way more than $considering all the above, and I reserve all my options intact including seeking legal actions against Sears Holding Corporation for fraudulent advertisement which warrants punitive damages
Sincerely,
*** ***
*** *** 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 ***
March 28, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding service coverage for his ***
Central A/C unit We apologize for the delay in responding to this complaint*** *** purchased a *** *** ten *** service planThis is a bundled service plan where a customer can have several appliances listed for one yearly chargeThe customer may have to appliances under one planIf an appliance is removed from the plan the customer may select another appliance to add to the plan to bring the number back up to tenBut if they chose not to add another appliance there wouldn’t necessarily be a refund if the number of appliances that remain under the *** plan are still numbered over five We do show that *** *** purchased this plan on January 12, We show *** *** has two separate central A/C units, a *** purchased in and the *** which *** *** states was purchased in when he had an addition added to his homeOur service records show a service history for the *** but no service history for the *** until February 19, when our service technician found that there was a preexisting contamination of the CondenserOur estimate to repair was $with the 25% off parts and labor per the terms and conditions of the *** for non-covered repairs this brought the repair estimate to $*** *** declined this repair and the order was closed We informed *** *** the reason he did not see a refund when the *** was removed from the *** plan and that he does have the choice to add two more appliances*** *** purchased a new central A/C unit and would like this unit added to his service planWe are currently waiting for *** *** to provide the Model and Serial numbers of the A/C and Furnace portions of his new unitWe will also send out a service tech to confirm the working of the new unit to alleviate any concerns *** *** may have regarding the service coverage of the new unitWe have addressed *** *** complaint and explained why the *** was not covered for repairs and at this time are waiting for information that *** *** needs to provide for Sears to cover his new Central A/C unit With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. We respectfully ask that this matter remain closed at this time 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 Specialist Sears Holdings Corporation *** *** ***
Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611Re: Laila N *** #Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears
Garage Solutions.Rhonda ***, Sears Garage Solutions, Support
Specialist
provided the following response:We would like to
refund Ms*** $but need to speak with her to process the refundThat said,
I would ask that Ms*** contact me directly at *** or via email at rhonda.***@searsfranchises.com, so I could
gather the needed info to process the refundSince we have noted our intent to
refund Ms***, we ask that this complaint be closed pending contactWe apologize to Ms
*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,Adam ***Regulatory Claims SpecialistSears Holdings CorporationAdam.***@searshc.com
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 *** *** ***