March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and the delay of her store piorder It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that some of the items *** *** ordered were available February 29, 2016, and some were available March 2, 2016, and as such the order status was held until all items were ready for pick up. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced due to this issue. 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 *** *** comments and we have confirmed that her order was available for pick up within a reasonable time frame 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 *** *** *** ***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his pool table
As clarification, it seems that Mr*** was under the impression that he was getting the entire pool table for the price he paid, but that was not the caseThe part he ordered clearly said “Minnesota Fats Covington Billiard Table LEGS ONLY (not complete table) BOX OF 2.” However, even if there were some sort of error made in the description, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar 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 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 price can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** 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 HEREIN Placing 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.” So this means that whether the merchandise was in stock or not, we would not have been obligated to provide Mr*** with the entire table for the price he paid for the single pieceAccording to our records, his *** account was refunded on February 1, after the order was canceledAs such, he has been made wholeSince this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** Email: ***
February 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request to return his online
order for a full 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** *** *** *** ** *** ** *** with an 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 Mr*** 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 researching the notes in the order we found that the Third Party Marketplace Vendor recently requested a few pictures and part numbers from Mr*** in order for them to assist furtherWe do not show any further updates in the order regarding this matterIf Mr*** still requires assistance then we ask that he provide the necessary information and pictures to the Vendor ***As this decision is in accordance to our posted terms and conditions, 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
Initial Business Response /* (1000, 8, 2014/12/05) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding Sears
Parts Direct
***, Sears Parts Direct Team Manager, provided the following response:
As a one-time gesture of good customer service, our office will send *** a bank check in the amount of $Typically a consumer can expect to receive a bank check in 10-business daysWe apologize for any inconvenience *** encounteredSince we have agreed to provide *** with his desired resolution, we ask 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
***
***
***
***
***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
continued request for a refund It is unfortunate that we failed *** *** expectations when she initially contacted Sears Online for a refundWe value *** *** patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe 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 averted. We truly regret any inconvenience *** *** experienced with this matterAfter researching the notes in her online order, a refund was processed on March 23, 2016, under return receipt number ***This credit should post to the account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed, pending the receipt of her refund 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
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her missing refund.
According to our records, *** *** account was credited on April 11, We apologize for the delay and for nay misunderstanding regarding the pickup of the merchandiseSince we have granted *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** *nd 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 *** *** ***
11/06/
Complaint:
I am rejecting this response because:I’m rejecting Sears Holdings Corporation answer to this
complaintWhat he is stating is not true I called the Cherry Hill, NJ Sears Outlet Store
many times and left many messages after the First Techcame out
to check the Washer and stated the machine is working like it’s supposed
toThere lies the problem, the way its working is the defect! There is nothing
wrong with the water temperature in my houseI've changed to Tide detergent
as recommended by the first TechMy previous Combo Washer was a Whirlpool &
I never had any problems with it cleaning the clothesWhen I start calling the
store back to speak to the Store Manager he was never available to take my
call(s) or have the courtesy to call me back. After multiple attempts to
reach the store manager they started to place me on hold for an absurd amount
of time & never return to the line, leaving me no choice by to hang up
& call again, after so many attempts they now know my name & don’t take
my calls.I’m beyond fwhich is why I reached out to the
Revdex.comThis is unacceptable & alarming as a consumer. Bottom
line is there is something wrong with this Washer, I’ve looked into all their
suggestions/ recommendations…It’s Not the water temperature, it’s Not the Detergent,
Or Hard water. IT’S THE MACHINE!!IT’S DEFECTIVE! I’m
not sure what the problem is but I’m not happy with
this applianceI truly believe the retailer know this but,
doesn’t want to address this problem. I want to go forward with this matter
Please tell/ assist me with what
I need to do next
Sincerely,
Patricia ***
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction that the service on her washer was not completed in a
timely mannerFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe reviewed the service orders related to *** *** washerAccording to our records, on December 29, *** *** called for a preventive maintenance check on her washer, dryer and her dishwasherShe did report that the dryer was not heatingAs clarification, a preventive maintenance check is a general check of operation, and cleaning of filters or sensors if neededThe technician arrived on January 14, and noted that he cleaned the tub and boot of the washer; as well as checked all operationsThere were no issues noted for the washer and no parts were orderedThe technician did report that he repaired the dryer heating issue by cleaning the filter housing and sensorsAs for the dishwasher, he cleaned the filter and checked operations as wellOn February 10, *** *** called and requested service on the washerThe notes indicate that she reported that the washer boot was leaking and the pump was making loud noisesRegrettably, due to a system issue the service order that was accepted by our authorized service provider would not link and the order was not processedWe apologize for the delay and immediately contacted our local service provider, *** Repair to provide a full assessment on what needs to be done to get the washer fixed and operationalOn April 6, the technician reported that the repair of *** *** washer has been completedWith that being said, since the washer has been repaired and 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 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding an email he received recently
While we try to prevent mistakes in our advertising, unfortunately, there are times wherein one is included inadvertently due to human errorNot being able to see the email *** *** mentions, we can only assume that us what happened in this case since the item he noted was not on sale for that priceHowever, we would like to note that our emails do state that we “shall not be held liable for errors or omissions in pricing.” The correct price for this set was $and we are willing to provide him with a 15% discount off of that price as a courtesyShould *** *** wish to accept, I may be reached during business hours via email at *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** ***
May 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple repair
attempts on her washer
We have received *** *** complaint and reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, 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 location. We 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 occur. At this time, we have scheduled repair for *** *** on May 14, as she was not available until the weekend. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because: I have documentation from ** ** ** regarding the vehicle's prior service completed at their service center before going to Sears When the car was at Sears, there was no issues indicated by the mechanics until after I picked up the car I notified the Manager immediately after I noticed the leak Took it back to their incompetent mechanics more times and each time, they assured the oil leak would stop!! It did not and I took it to another mechanic who immediately discovered the damage Sears had caused! Did they really think the auto service manager would actually ADMIT he and his crew damaged my vehicle? I am NIT accepting their so called offer I have not heard from anyone in Sears about this and have filed a claim in *** *** *** Sears will be served with the notice to appear in the case I appreciate your assistance I would really reconsider Sears rating with the Revdex.com It's a shame with all the complaints launched against Sears, they still receive a high rating from a reputable consumer protection entity such as the Revdex.com They have lost my business after yrs I will continue to tell everyone I know through social media and all other avenues regarding this incident Thanks for your time again
Sincerely,
*** ***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would like
to apologize to Mr*** for any inconvenience and frustration he may have experienced with Sears Home Services. On February 10, 2016, the technician determined that Mr*** dryer should be replaced under his Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Mr*** (under *** ***. He is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed With that said, since an equitable resolution is being provided for Mr***, that is commensurate to the terms of his SSA, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet Store and a requested refund*** *** Manager from the Cn Rapids Sears Outlet provided the following response: Since receiving *** *** complaint, we have
been unsuccessful in making contact with herThat said, I ask that *** *** contact me at the store so we can address her request for a refundI can be reached by calling ***Since we have noted our request to be contacted by *** *** we ask that this complaint be closed pending further contact We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 11, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the cancellation of her
layaway order, our customer service and non-receipt of a refund.It is unfortunate that we failed *** *** expectations when she recently placed an order with Kmart We value her patronage and can understand her frustration with the events detailed in his 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 revealed that we issued refunds of $25.86, $15.46, $15.00, and to *** *** between February 25, and March 1, It should be noted that this is a total refund amount of $71.78, which has resulted in an over credit of $to *** ***, since she paid only $on her layaway before it was cancelled It may also be important to note that aside from her down payment, *** *** made only one installment on her layaway days after it was opened and Kmart Layaway terms specifically states payments are due every days and "Layaway merchandise will be returned to stock seven (7) days after a missed payment." At this time, we can only reiterate that we truly regret any inconvenience or misinformation *** *** 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 *** ***’s 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*** *** ***
March 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of her vacuum cleaner
Upon
receiving M** *** complaint, we escalated his concerns to *** ***, CarCustomer Escalation Team Lead. *** *** spoke with *** *** and states that there were multiple scratches and the detractor cord was damaged. With the damages to the unit and M** *** experience, *** *** authorized a $gift card to be sent to *** *** to resolve this issue to which he agreed. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because we have processed an agreed upon resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our
customer service and alleged failure to provide a refund for her canceled layaway It is unfortunate that we failed *** *** expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaint. We can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Sears has spoken with *** *** several times since July 2015. She was informed that a refund of $was issued to her *** account ending in *** on August 19, 2015, and advised to review her statements beginning from the week the credit was issued. We also provided her with transaction number *** that she could reference with her credit provider if she was still unable to find the refund within her account statements. With that having been said, our records confirm that the proper layaway cancellation process was followed and that a refund, less the applicable layaway fees as stated by our layaway policy, was provided to *** ***. As such, at this time we can only apologize for any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted *** *** comments and the appropriate resolution has been provided as of August 19, 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 10, 2015*** *** Revdex.com North Wabash Ave., Ste#2006Chicago, IL
60611*** *** *** * * *** *** ***We have
completed our investigation of *** *** complaint regarding his range
repair.First, we
would like to apologize for any inconvenience *** *** may have experienced
when his repair appointment was canceled.
Notes in his service order indicate that when the technician called the
home, he was told that there was no range there that needed repair. Either the technician called the wrong number
or there was a misunderstanding about the range at the *** residence. Regardless, *** *** has accepted a new
service appointment. A Sears technician
is scheduled to examine his range on December 23, 2015. Furthermore, as a conciliatory gesture, ***
*** is being sent a $gift card, which should be received within the
next two to three weeks. With that
said, *** *** has our assurance that this office will monitor his service
order to ensure that the call runs as scheduled and the repair is completed in
a timely manner. In the interim, we ask
that this matter be closed.Again, we
apologize to *** *** and appreciate the opportunity to address this matterSincerely,*** ***Regulatory Complaints
Specialist
May 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated her concerns to *** *** Auto Center Manager of store# *** who states the following:
I spoke with *** *** on 4/22/16. After assuring all tires were on hand I contacted *** *** to set up a convenient time for herOnce *** *** came in, I apologized for any miscommunications and/or inconvenienceI let her know that I was taking care of the installation and balancing of her tires at no charge to herI also offered *** *** a free oil change and we went ahead and took care of that as well*** *** seemed to have left very satisfied and happy. That being said, because we have addressed *** *** with her requested resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding her recent order Unfortunately, it seems
like there was an
error made with the shipping classification on *** *** orderAccordingly,
we have issued a credit for the full $she paid as a courtesy*** *** should
see this credit on her account within 3-business daysWe apologize for any misunderstanding
In light of the aforementioned information, we respectfully ask that this
matter be considered closed Again, we apologize to *** *** and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and the delay of her store piorder It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that some of the items *** *** ordered were available February 29, 2016, and some were available March 2, 2016, and as such the order status was held until all items were ready for pick up. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced due to this issue. 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 *** *** comments and we have confirmed that her order was available for pick up within a reasonable time frame 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 *** *** *** ***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his pool table
As clarification, it seems that Mr*** was under the impression that he was getting the entire pool table for the price he paid, but that was not the caseThe part he ordered clearly said “Minnesota Fats Covington Billiard Table LEGS ONLY (not complete table) BOX OF 2.” However, even if there were some sort of error made in the description, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar 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 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 price can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** 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 HEREIN Placing 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.” So this means that whether the merchandise was in stock or not, we would not have been obligated to provide Mr*** with the entire table for the price he paid for the single pieceAccording to our records, his *** account was refunded on February 1, after the order was canceledAs such, he has been made wholeSince this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** Email: ***
February 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request to return his online
order for a full 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** *** *** *** ** *** ** *** with an 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 Mr*** 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 researching the notes in the order we found that the Third Party Marketplace Vendor recently requested a few pictures and part numbers from Mr*** in order for them to assist furtherWe do not show any further updates in the order regarding this matterIf Mr*** still requires assistance then we ask that he provide the necessary information and pictures to the Vendor ***As this decision is in accordance to our posted terms and conditions, 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
Initial Business Response /* (1000, 8, 2014/12/05) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding Sears
Parts Direct
***, Sears Parts Direct Team Manager, provided the following response:
As a one-time gesture of good customer service, our office will send *** a bank check in the amount of $Typically a consumer can expect to receive a bank check in 10-business daysWe apologize for any inconvenience *** encounteredSince we have agreed to provide *** with his desired resolution, we ask 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
***
***
***
***
***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
continued request for a refund It is unfortunate that we failed *** *** expectations when she initially contacted Sears Online for a refundWe value *** *** patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe 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 averted. We truly regret any inconvenience *** *** experienced with this matterAfter researching the notes in her online order, a refund was processed on March 23, 2016, under return receipt number ***This credit should post to the account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed, pending the receipt of her refund 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
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her missing refund.
According to our records, *** *** account was credited on April 11, We apologize for the delay and for nay misunderstanding regarding the pickup of the merchandiseSince we have granted *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** *nd 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 *** *** ***
11/06/
Complaint:
I am rejecting this response because:I’m rejecting Sears Holdings Corporation answer to this
complaintWhat he is stating is not true I called the Cherry Hill, NJ Sears Outlet Store
many times and left many messages after the First Techcame out
to check the Washer and stated the machine is working like it’s supposed
toThere lies the problem, the way its working is the defect! There is nothing
wrong with the water temperature in my houseI've changed to Tide detergent
as recommended by the first TechMy previous Combo Washer was a Whirlpool &
I never had any problems with it cleaning the clothesWhen I start calling the
store back to speak to the Store Manager he was never available to take my
call(s) or have the courtesy to call me back. After multiple attempts to
reach the store manager they started to place me on hold for an absurd amount
of time & never return to the line, leaving me no choice by to hang up
& call again, after so many attempts they now know my name & don’t take
my calls.I’m beyond fwhich is why I reached out to the
Revdex.comThis is unacceptable & alarming as a consumer. Bottom
line is there is something wrong with this Washer, I’ve looked into all their
suggestions/ recommendations…It’s Not the water temperature, it’s Not the Detergent,
Or Hard water. IT’S THE MACHINE!!IT’S DEFECTIVE! I’m
not sure what the problem is but I’m not happy with
this applianceI truly believe the retailer know this but,
doesn’t want to address this problem. I want to go forward with this matter
Please tell/ assist me with what
I need to do next
Sincerely,
Patricia ***
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction that the service on her washer was not completed in a
timely mannerFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe reviewed the service orders related to *** *** washerAccording to our records, on December 29, *** *** called for a preventive maintenance check on her washer, dryer and her dishwasherShe did report that the dryer was not heatingAs clarification, a preventive maintenance check is a general check of operation, and cleaning of filters or sensors if neededThe technician arrived on January 14, and noted that he cleaned the tub and boot of the washer; as well as checked all operationsThere were no issues noted for the washer and no parts were orderedThe technician did report that he repaired the dryer heating issue by cleaning the filter housing and sensorsAs for the dishwasher, he cleaned the filter and checked operations as wellOn February 10, *** *** called and requested service on the washerThe notes indicate that she reported that the washer boot was leaking and the pump was making loud noisesRegrettably, due to a system issue the service order that was accepted by our authorized service provider would not link and the order was not processedWe apologize for the delay and immediately contacted our local service provider, *** Repair to provide a full assessment on what needs to be done to get the washer fixed and operationalOn April 6, the technician reported that the repair of *** *** washer has been completedWith that being said, since the washer has been repaired and 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 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding an email he received recently
While we try to prevent mistakes in our advertising, unfortunately, there are times wherein one is included inadvertently due to human errorNot being able to see the email *** *** mentions, we can only assume that us what happened in this case since the item he noted was not on sale for that priceHowever, we would like to note that our emails do state that we “shall not be held liable for errors or omissions in pricing.” The correct price for this set was $and we are willing to provide him with a 15% discount off of that price as a courtesyShould *** *** wish to accept, I may be reached during business hours via email at *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** ***
May 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple repair
attempts on her washer
We have received *** *** complaint and reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, 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 location. We 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 occur. At this time, we have scheduled repair for *** *** on May 14, as she was not available until the weekend. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
(The consumer indicated he/she ACCEPTED the response from the business.)
***
***
***
Complaint: ***
I am rejecting this response because: I have documentation from ** ** ** regarding the vehicle's prior service completed at their service center before going to Sears When the car was at Sears, there was no issues indicated by the mechanics until after I picked up the car I notified the Manager immediately after I noticed the leak Took it back to their incompetent mechanics more times and each time, they assured the oil leak would stop!! It did not and I took it to another mechanic who immediately discovered the damage Sears had caused! Did they really think the auto service manager would actually ADMIT he and his crew damaged my vehicle? I am NIT accepting their so called offer I have not heard from anyone in Sears about this and have filed a claim in *** *** *** Sears will be served with the notice to appear in the case I appreciate your assistance I would really reconsider Sears rating with the Revdex.com It's a shame with all the complaints launched against Sears, they still receive a high rating from a reputable consumer protection entity such as the Revdex.com They have lost my business after yrs I will continue to tell everyone I know through social media and all other avenues regarding this incident Thanks for your time again
Sincerely,
*** ***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would like
to apologize to Mr*** for any inconvenience and frustration he may have experienced with Sears Home Services. On February 10, 2016, the technician determined that Mr*** dryer should be replaced under his Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Mr*** (under *** ***. He is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed With that said, since an equitable resolution is being provided for Mr***, that is commensurate to the terms of his SSA, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet Store and a requested refund*** *** Manager from the C
n Rapids Sears Outlet provided the following response: Since receiving *** *** complaint, we have
been unsuccessful in making contact with herThat said, I ask that *** *** contact me at the store so we can address her request for a refundI can be reached by calling ***Since we have noted our request to be contacted by *** *** we ask that this complaint be closed pending further contact We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 11, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the cancellation of her
layaway order, our customer service and non-receipt of a refund.It is unfortunate that we failed *** *** expectations when she recently placed an order with Kmart We value her patronage and can understand her frustration with the events detailed in his 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 revealed that we issued refunds of $25.86, $15.46, $15.00, and to *** *** between February 25, and March 1, It should be noted that this is a total refund amount of $71.78, which has resulted in an over credit of $to *** ***, since she paid only $on her layaway before it was cancelled It may also be important to note that aside from her down payment, *** *** made only one installment on her layaway days after it was opened and Kmart Layaway terms specifically states payments are due every days and "Layaway merchandise will be returned to stock seven (7) days after a missed payment." At this time, we can only reiterate that we truly regret any inconvenience or misinformation *** *** 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 *** ***’s 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*** *** ***
March 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of her vacuum cleaner
Upon
receiving M** *** complaint, we escalated his concerns to *** ***, CarCustomer Escalation Team Lead. *** *** spoke with *** *** and states that there were multiple scratches and the detractor cord was damaged. With the damages to the unit and M** *** experience, *** *** authorized a $gift card to be sent to *** *** to resolve this issue to which he agreed. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because we have processed an agreed upon resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our
customer service and alleged failure to provide a refund for her canceled layaway It is unfortunate that we failed *** *** expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaint. We can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Sears has spoken with *** *** several times since July 2015. She was informed that a refund of $was issued to her *** account ending in *** on August 19, 2015, and advised to review her statements beginning from the week the credit was issued. We also provided her with transaction number *** that she could reference with her credit provider if she was still unable to find the refund within her account statements. With that having been said, our records confirm that the proper layaway cancellation process was followed and that a refund, less the applicable layaway fees as stated by our layaway policy, was provided to *** ***. As such, at this time we can only apologize for any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted *** *** comments and the appropriate resolution has been provided as of August 19, 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 10, 2015*** *** Revdex.com North Wabash Ave., Ste#2006Chicago, IL
60611*** *** *** * * *** *** ***We have
completed our investigation of *** *** complaint regarding his range
repair.First, we
would like to apologize for any inconvenience *** *** may have experienced
when his repair appointment was canceled.
Notes in his service order indicate that when the technician called the
home, he was told that there was no range there that needed repair. Either the technician called the wrong number
or there was a misunderstanding about the range at the *** residence. Regardless, *** *** has accepted a new
service appointment. A Sears technician
is scheduled to examine his range on December 23, 2015. Furthermore, as a conciliatory gesture, ***
*** is being sent a $gift card, which should be received within the
next two to three weeks. With that
said, *** *** has our assurance that this office will monitor his service
order to ensure that the call runs as scheduled and the repair is completed in
a timely manner. In the interim, we ask
that this matter be closed.Again, we
apologize to *** *** and appreciate the opportunity to address this matterSincerely,*** ***Regulatory Complaints
Specialist
May 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated her concerns to *** *** Auto Center Manager of store# *** who states the following:
I spoke with *** *** on 4/22/16. After assuring all tires were on hand I contacted *** *** to set up a convenient time for herOnce *** *** came in, I apologized for any miscommunications and/or inconvenienceI let her know that I was taking care of the installation and balancing of her tires at no charge to herI also offered *** *** a free oil change and we went ahead and took care of that as well*** *** seemed to have left very satisfied and happy. That being said, because we have addressed *** *** with her requested resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding her recent order Unfortunately, it seems
like there was an
error made with the shipping classification on *** *** orderAccordingly,
we have issued a credit for the full $she paid as a courtesy*** *** should
see this credit on her account within 3-business daysWe apologize for any misunderstanding
In light of the aforementioned information, we respectfully ask that this
matter be considered closed Again, we apologize to *** *** and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***