Initial Business Response /* (1000, 8, 2015/01/12) */
Contact Name and Title: ***
Contact Phone:***
January 12,
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We have completed the investigation of *** complaint regarding his online order
***, Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to *** regarding his order *** that was delivered after the expected date and apologized for any inconvenience he may have experiencedWe advised that the website advertised an expected delivery date by December 24, 2014, however we explained that it was not guaranteed
With an online business, it is possible for merchandise to be ordered and not arrive on time, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to *** for any inconvenience that he may have experienced due to this issueWe have also included a copy of our disclaimer below:
Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
With that said, we show an adjustment in the amount of $has been issued back to *** *** credit card due to the delay in his orderAdditionally, we can assure that his concerns regarding customer service agent have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experiencedWe hope that in the future *** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn 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
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April 28, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Duct CleaningUpon receiving Mr
*** complaint, we contacted the local office for assistance. *** Trentham responded that his technicians went to Mr*** home to clean the air ducts and seal the air handler. The technicians did not clean his dryer vent because the dryer vent tube does not exit the home; it stops about one foot short in the wall. While Mr*** states that the technicians damaged his dryer vent, it is impossible for the technicians to reach the vent or cause the vent to be too short. Furthermore, there is a birdcage on the outside wall with stucco around it that obscures the vent opening; a human arm cannot even fit through the aperture. At this time the only offer on the table is for the technicians to return to Mr*** home to check the seal around the air handlerSeveral messages have been left for Mr*** and an email was sent requesting a call back; however, Mr*** has not returned any calls to date. Again, the local office is only willing to check the seal around the air handler, no other remuneration will be offered to Mr***. If he would like to schedule an appointment, he will need to call the local office. In the interim, since we have documented Mr*** concerns and explained why his request will not be honored, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
November 24,
2015Nita ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10964342- Jennifer *** Dear Ms
***:We have
completed our investigation of Ms***’s complaint regarding the refund she
was due for a canceled sale
Unfortunately, it
appears that the refund was issued in the form of a checkWe apologize for the
delayOur records reflect that Ms*** was given a refund recently by the
local store and as this is what she was seeking, we respectfully ask that this
matter be considered closedIn light of the aforementioned information, we
respectfully ask that this matter be considered closedAgain, 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,Tammie ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***Tammie.***@searshc.com
October 26,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have been unable to complete the investigation of *** *** complaint regarding her refrigerator
Our service
department has left several messages on the number we have listed in our Sears system since M** *** did not provide a contact number in her complaint without successWe would be happy to address *** *** complaint but will need to have a senior service technician out to have a full and complete diagnosis of the refrigerator doneIf *** ***r is still in need of assistance she can contact the service unit directly at *** and we will be happy to get a senior serviceman out to diagnose the unitIn the interim, we will consider *** *** matter closed, pending her response
We apologize to M** *** for this issue 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
*** ***
***
Initial Business Response /* (1000, 5, 2015/03/01) */
Contact Name and Title: ***
Contact Email: ***
March 1,
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We have completed the investigation of *** complaint regarding the multiple repairs of her dryer
Upon receiving *** complaint, we reviewed her service history and can understand why she was frustrated with her experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like***, and we are pursuing solutions that will provide better options for our customers when these issues occurWith that being said, we escalated *** concerns to ***, Operations Supervisor, who has spoken with *** and agreed to replace her dryer under its Master Protection Agreement*** has been given *** cell phone number should she have any further issuesBecause we are in the process of replacing *** dryer per her request, 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
Sincerely,
***
***
April 18, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the bill she received for
services on a water heater. We would first like to clarify that the bill in question is not from a service from 2013; instead it is from a service call visit on August 31, 2015, completed on September 1, At that time the technician installed a part valued at $and collected just the labor of $When the technician closed out the ticket, he showed the labor collected, but he did not transfer the cost of the part to the manufacturerThis meant that when the call was audited at a later time, it appeared that *** *** owed for the cost of the part when in fact she has a year exceptional parts warranty on her water heater that covers both the tank and any parts for years, but does not cover labor costsWe contacted our billing department and her account has now been updated to reflect that no monies are dueWe would also note that our collection division does not report to any of the three major credit reporting agencies, so this bill would not have had any effect on *** *** credit reportWith that said, since she should not receive any correspondence related to this debt dated after today, and if she does she is welcome to contact me via email or phone for further assistance, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
November 6,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** *** *** *** *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his water
heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersWe try to expedite service especially in instances where
a water heater is involved, but it is not always possibleAdding to the issue
here is the fact that *** *** lives in somewhat more remote area and currently,
a technician is only in his area once a week, on FridaysThis is an area of opportunity
that we are aware of and we are pursuing solutions that will provide better
options for our customers when these situations occurWe are always looking
for ways to improve on customer service and would like to assure *** ***
that his candid feedback has been forwarded to the appropriate partiesAccording to our
records, the repair to *** *** water heater was finalized on October 29,
That said, we appreciate *** *** patronage and as a conciliatory gesture,
we have purchased an additional months of coverage for the water heater on his
behalfThe coverage now expires on April 19, In light of the aforementioned
information, we respectfully ask that this matter be considered closedWe apologize to *** ***
and appreciate the opportunity to address this matterPlease feel free to
contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** *** ***
Complaint: ***
I am rejecting this response because: *** *** has yet to respond to my questions His "broken record" attempt to deal with the situation by blaming *** for the decision-making process is erroneous, based on information received from *** *** My husband has been and continues to deal with *** *** per *** instructions It is *** *** that stated in claims more than $1.000.00, they must get approval and in this case she sought approval/denial from Sears Home Improvement Per *** ***, we may not contact them, which is why we reached out to the Revdex.com and Sears Holding *** *** has not addressed the following: His meeting w/ *** ***, and other Sears employees including an HVAC expert (of sorts) after I filed the first Revdex.com claim and after stating that they had the sole choice to approve or deny the claim If this is the truth (and *** *** disputes this), then why the meeting? How can they be a "neutral third party" and unbiased if you are meeting with them and only after the Revdex.com complaint was filed? This has been going on for over a year! Sears Home Improvement's denial of the claim based on replacement of a thermostat when, in fact, we did not have a thermostat replaced The only item replaced was the blown Logic Panel and we have invited *** *** to speak with the contractor that did the work Until *** *** addresses these questions and refunds the money for replacement of the Logic Panel, I will continue to reject his responses and request that the case remain open
Sincerely,
*** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his inability to purchase a
freezer on our website due to unavailability for this product in his area As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item availableOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteThe freezer in question is no longer for sale by Sears or Kmart on the site now so inventory was finally depleted in the remaining areas While we can understand *** *** frustration, at this time the reality remains that the item he was interested in was not available in his regional area. Our website rightly noted that the item was not available in *** *** area when he put his zip code in Even if there had been an error and the order had been processed in error, we would not have been obligated to provide that item or a substitution according to the Term of Service, including our disclaimer, noted on our site In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” *** *** spoke with *** from our Executive Office and he informed her that he wanted for us to substitute a like item for the same price, but we are not obligated to do so according to the Terms of Service noted aboveAs a courtesy, *** offered to provide *** *** with a 20% discount off of a different item, but he declined In closure, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** ***
Initial Business Response /* (1000, 10, 2014/11/25) */
Contact Name and Title: ***
November 25,
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We have completed the
investigation of *** complaint regarding Partsdirect
First, we would like to apologize to *** for any frustration she may have experienced when she recently placed an order with PartsdirectUpon receiving *** complaint, we contacted *** with Partsdirect for assistanceShe reviewed *** order and found that a full refund for $was processed on November 22, Accordingly, *** can expect to see a credit post to her *** account ending in *** within the next 3-daysFurthermore, *** does not need to return the partIn summary, since we have documented *** concerns with Partsdirect and provided her with her requested resolution, we ask that this matter be closed
Again, we apologize to *** and we appreciate the opportunity to address this matter
***
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April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his online order and request for
a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It 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 *** *** *** *** *** ** *** with email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the order was cancelled on April 15, As such, a full refund of $was credited back to *** *** account ending in *** In closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2015 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** allegation that she had a credit application submitted without her
approval or authorization. We would first like to clarify that Sears does not own or administer any Sears branded credited cardsWe sold our credit portfolio in to *** and *** is the administrator of those accountsWe would also note that the only way for a consumer to apply for a card would be to submit an application for credit with ***; this is not something that would happen by filling out a job applicationWith that said, it is possible that Ms*** identity has been compromised in some way and someone else submitted an applicationAdditionally it is also possible that someone transposed a letter or more in an email address and accidentally provided the wrong email address with their application and that email address happened to belong to Ms*** We did forward Ms*** concerns to *** and they could not find an application on file for herThey reached out to her to see if she could send them the denial letter as that would help them make a better determination as to what may have happenedMs*** indicated that she would send them the denial letter after Christmas and *** said they would investigate further upon receipt of thisIn the interim, since *** is willing to investigate if Ms*** provides the denial letter, we have closed our file. We 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** ***
*** *** *** We have completed the investigation of *** *** rebuttal to our response regarding his dissatisfaction with the quality of his refrigerator and that the ice maker failed sooner than he expectedWe have received *** *** rebuttal, and we would first like to clarify that our receipts state that our return policy is available online at Sears.com, posted at the registers in our stores or you can ask an associate for detailsIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy before making a purchase; particularly for a large item purchaseAs previously mentioned, *** *** called to report a problem with the ice maker within the day period and he was provided basic troubleshooting instructions*** *** did not request to return or exchange the refrigerator, but instead offered to call us back within a week if the problem continuedHowever, our records indicate that *** *** did not call again until September 19, 2015, to report the problem with the ice maker and requested serviceOn September 25, our technician ordered the part and returned on October 6, to install the new ice makerOn October 8, *** *** reported that the ice maker was still not working, and our technician returned on October 9, The technician adjusted the ice maker arm and the unit has been operational sinceWhile we understand that *** *** is dissatisfied that the ice maker in his refrigerator failed sooner than he expected, the fact remains that the refrigerator has been repaired under the manufacturer’s warranty and it is a working unitWith that being said, we are unable to grant his request for a replacement refrigerator, we have closed our fileWe apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation *** ***
January 21, Re: *** * *** *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Dear *** *** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for a miter saw she
ordered from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe 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. Additionally, we have reviewed our records and confirmed that a reversal of the charge amount of $was requested by Sears and has been completed by *** As such, Ms*** has not been issued a check refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her cooktopUpon researching Ms***’ complaint, we reviewed
the notes in her service orders. A review of the notes in her service orders shows that the technicians and Sears Technical Assistance Center (STAC) determined that the damage to her cooktop was a result of impact. Due to these findings, Ms*** was denied a replacement cooktop under her Master Protection Agreement (MPA). Below is an excerpt from the MPA pertaining to her situation: “LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVERcRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.” Furthermore, contrary to Ms***’ statement that Sears blamed her to avoid having to replace the range because the cooktop is no longer available; the part, ***, is readily available from the manufacturer and through Sears Parts DirectFurthermore, Sears would not fabricate their findings to avoid replacing a covered product Ms*** is fortunate that her home warranty replaced the cooktop, as it did not fail due to a manufacturer’s defect, but rather sustained accidental damageAs to Ms***’ request for a full refund; this request is denied. Our records show that she canceled the MPA on January 18, 2016, and received a pro-rated refund of $148.74, only $was deducted from the refund. The refund given was in accordance with the terms of the MPA; after a covered product’s manufacturer’s warranty expires or if more than days have lapsed since the agreement was purchased, a refund is issued based upon the remaining months of coverage See below: “If this Agreement is cancelled by you or us: During any time within the full manufacturer’s warranty period (parts & labor) you will receive a 100% refund of the total price paid for this AgreementDuring the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this AgreementAfter the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” With that said, since we have explained why we are unable to honor Ms***’ request, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the delay in receiving his refund for the range that
he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of *** *** complaint we reached out to *** ***, Store Manager for Store *** to assist with his complaint*** *** investigated and discovered that there was an error in the return processed by our installation team which held up the refundWe have corrected the issue and on April 14, we issued *** *** a refund of $to his credit card ending in *** The credit should post to his account within 3-business daysWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** rebuttal regarding the refund information Sears provided for her canceled layaway for a dryer We have confirmed that the information provided in our response is for *** *** layaway purchase of a dryer and delivery service. We have attached a copy of the sales receipt, which shows the item number to the left of the quantity and price of $for the dryer. *** *** may match the item number to the second attachment we have included to show the item. She may also enter this item number on the sears.com website for additional confirmation that the refund we referenced was in fact for her dryer purchase, as the dryer is still listed on our website. If *** *** feels further assistance is needed for a second layaway she used to purchase furniture, we ask that she provide us with her sales receipt number and the date of purchase, since it would not be connected to the layaway noted in this or our previous response. 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 *** *** *** ***
Complaint:
I am rejecting this response because: It appears to be a very insincere attempt at an apology and there is no indication of acknowledging the fact that the refund took months! It was months of being lied to by customer service every time I called, months of being told it was on the way, months of being told I had already received the refund and to go check my credit card company A very glib response that shows they truly do not care about the complaint as they are a big company and it will not make a great difference to them if I return or not
Sincerely,
Eric ***
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent order As
clarification, *** *** placed through one of our Marketplace vendors, *** Supply IncSome time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersFurthermore, each seller posts their own return policies and the disclaimer on our website covers any errors due to pricing or description errors also encompass any merchandise shown from our vendors. In the case of this sectional, it seems likely that the listing was only for one container and not for a setRegardless though, the merchant clearly did not have any intent to sell that many at such a substantially reduced priceWe would it assume it was an error and do not find that it is currently listed for that amount As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are ***ilar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post ***ilar terms of use, and we stand by our disclaimer. In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that *** *** has received refunds amounting to the price she paid for her entire purchase, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
February 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that Sears Online failed Ms*** expectations and we can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe forwarded this matter to the local store and received a response from *** *** Store General Manager of Unit ***Mr*** stated that a refund $was processed today February 25, 2016, under return receipt number *** We truly regret any inconvenience she may have experiencedShould Ms*** have any questions, she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed 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
Initial Business Response /* (1000, 8, 2015/01/12) */
Contact Name and Title: ***
Contact Phone:***
January 12,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his online order
***, Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to *** regarding his order *** that was delivered after the expected date and apologized for any inconvenience he may have experiencedWe advised that the website advertised an expected delivery date by December 24, 2014, however we explained that it was not guaranteed
With an online business, it is possible for merchandise to be ordered and not arrive on time, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to *** for any inconvenience that he may have experienced due to this issueWe have also included a copy of our disclaimer below:
Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
With that said, we show an adjustment in the amount of $has been issued back to *** *** credit card due to the delay in his orderAdditionally, we can assure that his concerns regarding customer service agent have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experiencedWe hope that in the future *** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn 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
***
***
***
***
April 28, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Duct CleaningUpon receiving Mr
*** complaint, we contacted the local office for assistance. *** Trentham responded that his technicians went to Mr*** home to clean the air ducts and seal the air handler. The technicians did not clean his dryer vent because the dryer vent tube does not exit the home; it stops about one foot short in the wall. While Mr*** states that the technicians damaged his dryer vent, it is impossible for the technicians to reach the vent or cause the vent to be too short. Furthermore, there is a birdcage on the outside wall with stucco around it that obscures the vent opening; a human arm cannot even fit through the aperture. At this time the only offer on the table is for the technicians to return to Mr*** home to check the seal around the air handlerSeveral messages have been left for Mr*** and an email was sent requesting a call back; however, Mr*** has not returned any calls to date. Again, the local office is only willing to check the seal around the air handler, no other remuneration will be offered to Mr***. If he would like to schedule an appointment, he will need to call the local office. In the interim, since we have documented Mr*** concerns and explained why his request will not be honored, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
November 24,
2015Nita ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10964342- Jennifer *** Dear Ms
***:We have
completed our investigation of Ms***’s complaint regarding the refund she
was due for a canceled sale
Unfortunately, it
appears that the refund was issued in the form of a checkWe apologize for the
delayOur records reflect that Ms*** was given a refund recently by the
local store and as this is what she was seeking, we respectfully ask that this
matter be considered closedIn light of the aforementioned information, we
respectfully ask that this matter be considered closedAgain, 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,Tammie ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***Tammie.***@searshc.com
October 26,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have been unable to complete the investigation of *** *** complaint regarding her refrigerator
Our service
department has left several messages on the number we have listed in our Sears system since M** *** did not provide a contact number in her complaint without successWe would be happy to address *** *** complaint but will need to have a senior service technician out to have a full and complete diagnosis of the refrigerator doneIf *** ***r is still in need of assistance she can contact the service unit directly at *** and we will be happy to get a senior serviceman out to diagnose the unitIn the interim, we will consider *** *** matter closed, pending her response
We apologize to M** *** for this issue 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
*** ***
***
Initial Business Response /* (1000, 5, 2015/03/01) */
Contact Name and Title: ***
Contact Email: ***
March 1,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the multiple repairs of her dryer
Upon receiving *** complaint, we reviewed her service history and can understand why she was frustrated with her experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like***, and we are pursuing solutions that will provide better options for our customers when these issues occurWith that being said, we escalated *** concerns to ***, Operations Supervisor, who has spoken with *** and agreed to replace her dryer under its Master Protection Agreement*** has been given *** cell phone number should she have any further issuesBecause we are in the process of replacing *** dryer per her request, 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
Sincerely,
***
***
April 18, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the bill she received for
services on a water heater. We would first like to clarify that the bill in question is not from a service from 2013; instead it is from a service call visit on August 31, 2015, completed on September 1, At that time the technician installed a part valued at $and collected just the labor of $When the technician closed out the ticket, he showed the labor collected, but he did not transfer the cost of the part to the manufacturerThis meant that when the call was audited at a later time, it appeared that *** *** owed for the cost of the part when in fact she has a year exceptional parts warranty on her water heater that covers both the tank and any parts for years, but does not cover labor costsWe contacted our billing department and her account has now been updated to reflect that no monies are dueWe would also note that our collection division does not report to any of the three major credit reporting agencies, so this bill would not have had any effect on *** *** credit reportWith that said, since she should not receive any correspondence related to this debt dated after today, and if she does she is welcome to contact me via email or phone for further assistance, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
November 6,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** *** *** *** *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his water
heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersWe try to expedite service especially in instances where
a water heater is involved, but it is not always possibleAdding to the issue
here is the fact that *** *** lives in somewhat more remote area and currently,
a technician is only in his area once a week, on FridaysThis is an area of opportunity
that we are aware of and we are pursuing solutions that will provide better
options for our customers when these situations occurWe are always looking
for ways to improve on customer service and would like to assure *** ***
that his candid feedback has been forwarded to the appropriate partiesAccording to our
records, the repair to *** *** water heater was finalized on October 29,
That said, we appreciate *** *** patronage and as a conciliatory gesture,
we have purchased an additional months of coverage for the water heater on his
behalfThe coverage now expires on April 19, In light of the aforementioned
information, we respectfully ask that this matter be considered closedWe apologize to *** ***
and appreciate the opportunity to address this matterPlease feel free to
contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** *** ***
Complaint: ***
I am rejecting this response because: *** *** has yet to respond to my questions His "broken record" attempt to deal with the situation by blaming *** for the decision-making process is erroneous, based on information received from *** *** My husband has been and continues to deal with *** *** per *** instructions It is *** *** that stated in claims more than $1.000.00, they must get approval and in this case she sought approval/denial from Sears Home Improvement Per *** ***, we may not contact them, which is why we reached out to the Revdex.com and Sears Holding *** *** has not addressed the following: His meeting w/ *** ***, and other Sears employees including an HVAC expert (of sorts) after I filed the first Revdex.com claim and after stating that they had the sole choice to approve or deny the claim If this is the truth (and *** *** disputes this), then why the meeting? How can they be a "neutral third party" and unbiased if you are meeting with them and only after the Revdex.com complaint was filed? This has been going on for over a year! Sears Home Improvement's denial of the claim based on replacement of a thermostat when, in fact, we did not have a thermostat replaced The only item replaced was the blown Logic Panel and we have invited *** *** to speak with the contractor that did the work Until *** *** addresses these questions and refunds the money for replacement of the Logic Panel, I will continue to reject his responses and request that the case remain open
Sincerely,
*** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his inability to purchase a
freezer on our website due to unavailability for this product in his area As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item availableOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteThe freezer in question is no longer for sale by Sears or Kmart on the site now so inventory was finally depleted in the remaining areas While we can understand *** *** frustration, at this time the reality remains that the item he was interested in was not available in his regional area. Our website rightly noted that the item was not available in *** *** area when he put his zip code in Even if there had been an error and the order had been processed in error, we would not have been obligated to provide that item or a substitution according to the Term of Service, including our disclaimer, noted on our site In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” *** *** spoke with *** from our Executive Office and he informed her that he wanted for us to substitute a like item for the same price, but we are not obligated to do so according to the Terms of Service noted aboveAs a courtesy, *** offered to provide *** *** with a 20% discount off of a different item, but he declined In closure, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** ***
Initial Business Response /* (1000, 10, 2014/11/25) */
Contact Name and Title: ***
November 25,
***
***
***
***
***
***
We have completed the
investigation of *** complaint regarding Partsdirect
First, we would like to apologize to *** for any frustration she may have experienced when she recently placed an order with PartsdirectUpon receiving *** complaint, we contacted *** with Partsdirect for assistanceShe reviewed *** order and found that a full refund for $was processed on November 22, Accordingly, *** can expect to see a credit post to her *** account ending in *** within the next 3-daysFurthermore, *** does not need to return the partIn summary, since we have documented *** concerns with Partsdirect and provided her with her requested resolution, we ask that this matter be closed
Again, we apologize to *** and we appreciate the opportunity to address this matter
***
***
***
April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his online order and request for
a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It 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 *** *** *** *** *** ** *** with email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the order was cancelled on April 15, As such, a full refund of $was credited back to *** *** account ending in *** In closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2015 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** allegation that she had a credit application submitted without her
approval or authorization. We would first like to clarify that Sears does not own or administer any Sears branded credited cardsWe sold our credit portfolio in to *** and *** is the administrator of those accountsWe would also note that the only way for a consumer to apply for a card would be to submit an application for credit with ***; this is not something that would happen by filling out a job applicationWith that said, it is possible that Ms*** identity has been compromised in some way and someone else submitted an applicationAdditionally it is also possible that someone transposed a letter or more in an email address and accidentally provided the wrong email address with their application and that email address happened to belong to Ms*** We did forward Ms*** concerns to *** and they could not find an application on file for herThey reached out to her to see if she could send them the denial letter as that would help them make a better determination as to what may have happenedMs*** indicated that she would send them the denial letter after Christmas and *** said they would investigate further upon receipt of thisIn the interim, since *** is willing to investigate if Ms*** provides the denial letter, we have closed our file. We 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** ***
*** *** *** We have completed the investigation of *** *** rebuttal to our response regarding his dissatisfaction with the quality of his refrigerator and that the ice maker failed sooner than he expectedWe have received *** *** rebuttal, and we would first like to clarify that our receipts state that our return policy is available online at Sears.com, posted at the registers in our stores or you can ask an associate for detailsIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy before making a purchase; particularly for a large item purchaseAs previously mentioned, *** *** called to report a problem with the ice maker within the day period and he was provided basic troubleshooting instructions*** *** did not request to return or exchange the refrigerator, but instead offered to call us back within a week if the problem continuedHowever, our records indicate that *** *** did not call again until September 19, 2015, to report the problem with the ice maker and requested serviceOn September 25, our technician ordered the part and returned on October 6, to install the new ice makerOn October 8, *** *** reported that the ice maker was still not working, and our technician returned on October 9, The technician adjusted the ice maker arm and the unit has been operational sinceWhile we understand that *** *** is dissatisfied that the ice maker in his refrigerator failed sooner than he expected, the fact remains that the refrigerator has been repaired under the manufacturer’s warranty and it is a working unitWith that being said, we are unable to grant his request for a replacement refrigerator, we have closed our fileWe apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation *** ***
January 21, Re: *** * *** *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Dear *** *** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for a miter saw she
ordered from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe 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. Additionally, we have reviewed our records and confirmed that a reversal of the charge amount of $was requested by Sears and has been completed by *** As such, Ms*** has not been issued a check refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her cooktopUpon researching Ms***’ complaint, we reviewed
the notes in her service orders. A review of the notes in her service orders shows that the technicians and Sears Technical Assistance Center (STAC) determined that the damage to her cooktop was a result of impact. Due to these findings, Ms*** was denied a replacement cooktop under her Master Protection Agreement (MPA). Below is an excerpt from the MPA pertaining to her situation: “LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVERcRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.” Furthermore, contrary to Ms***’ statement that Sears blamed her to avoid having to replace the range because the cooktop is no longer available; the part, ***, is readily available from the manufacturer and through Sears Parts DirectFurthermore, Sears would not fabricate their findings to avoid replacing a covered product Ms*** is fortunate that her home warranty replaced the cooktop, as it did not fail due to a manufacturer’s defect, but rather sustained accidental damageAs to Ms***’ request for a full refund; this request is denied. Our records show that she canceled the MPA on January 18, 2016, and received a pro-rated refund of $148.74, only $was deducted from the refund. The refund given was in accordance with the terms of the MPA; after a covered product’s manufacturer’s warranty expires or if more than days have lapsed since the agreement was purchased, a refund is issued based upon the remaining months of coverage See below: “If this Agreement is cancelled by you or us: During any time within the full manufacturer’s warranty period (parts & labor) you will receive a 100% refund of the total price paid for this AgreementDuring the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this AgreementAfter the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” With that said, since we have explained why we are unable to honor Ms***’ request, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the delay in receiving his refund for the range that
he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of *** *** complaint we reached out to *** ***, Store Manager for Store *** to assist with his complaint*** *** investigated and discovered that there was an error in the return processed by our installation team which held up the refundWe have corrected the issue and on April 14, we issued *** *** a refund of $to his credit card ending in *** The credit should post to his account within 3-business daysWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** rebuttal regarding the refund information Sears provided for her canceled layaway for a dryer We have confirmed that the information provided in our response is for *** *** layaway purchase of a dryer and delivery service. We have attached a copy of the sales receipt, which shows the item number to the left of the quantity and price of $for the dryer. *** *** may match the item number to the second attachment we have included to show the item. She may also enter this item number on the sears.com website for additional confirmation that the refund we referenced was in fact for her dryer purchase, as the dryer is still listed on our website. If *** *** feels further assistance is needed for a second layaway she used to purchase furniture, we ask that she provide us with her sales receipt number and the date of purchase, since it would not be connected to the layaway noted in this or our previous response. 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 *** *** *** ***
Complaint:
I am rejecting this response because: It appears to be a very insincere attempt at an apology and there is no indication of acknowledging the fact that the refund took months! It was months of being lied to by customer service every time I called, months of being told it was on the way, months of being told I had already received the refund and to go check my credit card company A very glib response that shows they truly do not care about the complaint as they are a big company and it will not make a great difference to them if I return or not
Sincerely,
Eric ***
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent order As
clarification, *** *** placed through one of our Marketplace vendors, *** Supply IncSome time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersFurthermore, each seller posts their own return policies and the disclaimer on our website covers any errors due to pricing or description errors also encompass any merchandise shown from our vendors. In the case of this sectional, it seems likely that the listing was only for one container and not for a setRegardless though, the merchant clearly did not have any intent to sell that many at such a substantially reduced priceWe would it assume it was an error and do not find that it is currently listed for that amount As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are ***ilar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post ***ilar terms of use, and we stand by our disclaimer. In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that *** *** has received refunds amounting to the price she paid for her entire purchase, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
February 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that Sears Online failed Ms*** expectations and we can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe forwarded this matter to the local store and received a response from *** *** Store General Manager of Unit ***Mr*** stated that a refund $was processed today February 25, 2016, under return receipt number *** We truly regret any inconvenience she may have experiencedShould Ms*** have any questions, she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed 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