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
***
***
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 *** *** *** ***
January 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms* *** rebuttal regarding the multiple repairs on her washer.
We have received Ms* *** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the multiple repairs, we are unable to grant her request for a new washer. The fact remains that Ms*** has not had enough functional failures under the terms of her Master Protection Agreement (MPA) to warrant a replacement. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms* *** case we do apologize that we failed her expectations, but we feel that repairing her washer under her MPA is relative to the circumstances and our decision is final.
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,
*** ***
Regulatory Complaints Specialist
***
***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent
purchase We apologize for the inconvenience, but our carrier cannot pickup partially assembled furniture of this typeWe do want to note that the description says “solid wood, wood veneer and metal.” This means that the item is not entirely composed of solid wood; a portion would be wood veneer and metal as wellAs a customer courtesy, we offered to provide *** *** with a credit for $and he may keep the item do what he wishes with it*** *** may respond to my most recent email if he wishes to accept our offer 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, *** *** Regulatory Complaint Specialist *** *** *** *** *** ***
Complaint:
I am rejecting this response because: Notification was given to Brian *** of Sears Home Service on Jan 2nd who is working on problem at this time. Please change my complaint to "Escalated Complaint-Unethical Business Practices." I will advise Revdex.com as to what direction I will be taking after I receive all my feedback.. Sears answer is and misleading.Respectfully,Judith Ann ***
Complaint: ***
I am rejecting this response because:Sears just said nothing to meAm I not supposed to received the refund?It's very basic that Sears refund me, but what about all of the pain and problems Sears caused to me?
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: There were multiple lies told to us throughout the processWe were offered the gift cards not knowing it was a final settlement by the wayNot even sure how they were sent and alsoI have not used or accepted those itemsIt is true we have a guest house that has a refrigerator and that has nothing to do with the loss of food and the time it took to repairThe last repair we were told by the technician that he would overnight the part and put it in immediately and he did not do eitherAs a matter of fact he never even made his scheduled appointment and had to delay extra days as a result of his boss overbooking him so he saysIt is like taking your car in to have an oil change and they cut your transmission line while trying to do the oil change and then saying ....to bad its not our responsibility for ruining your transmissionI have been a member of the Revdex.com for years and have never had a complaint against my company It is truly sad that Sears has lowered their customer service to this levelIt is a shame that I have to waste my time explaining how and why they messed upWhen I have a customer who has a problem I address it immediately....not so in this caseWe had to change our appointment time because the part never got over nighted and then scheduled us for Friday and then cancelled till the following WednesdayIf Sears needs my money that bad for terrible service they will lose my business forever
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
request for a refund It is unfortunate that we failed *** *** 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 avertedAfter contacting Sears’ Detail Control Center, they were able to process a refund checkAccordingly, a check of $was processed on March 21, 2016, under return receipt number *** *** *** can expect to receive the check in the mail within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted *** *** 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
May 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order and delivery delay
experience It is unfortunate that we failed *** *** expectations and we 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 avertedAfter researching the notes in her order, we found that Sears Online contacted the delivery carrier, *** and scheduled delivery for May 5, This date and timeframe was confirmed with *** ***Additionally, our records show that Sears Online issued an adjustment of $on April 19, 2016, and $on April 21, Finally, 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 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
March 29,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the refund of her dishwasher that was
returned
We have received *** *** complaint and apologize that she has had issues receiving a refund for her dishwasher. We would like to note that *** *** has been working with our Social Media group and a refund was received under salescheck# *** on March 29, 2016. The refund will be received in 7-business days. That being said, because we have provided *** *** with her refund, 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: no notification was given, so people are supposed to familiarize themselves with EVERY company's return policy? Never had this issue with any retailer beforeCustomer satisfaction is clearly not a goal of this companyNo wonder the store is always empty
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/04/22) */
Contact Name and Title: ***
Contact Phone: ***
April 22,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding his dissatisfaction that he received a delivery pre-call too early in the morning and the customer service he was provided
Firstly 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 ***, Market Operations Manager for Delivery, to assist with *** concerns*** researched and discovered that on March 30, *** had both delivery and installation teams scheduled to be at his home to delivery and install all his appliancesThe delivery time frame was scheduled for 3:- 5:and delivery arrived at 5:pmAccording to the notes, delivery of all the appliances was completed on March 30, 2015; however, the installation team had a problem with a stripped screw and had to return the next day to complete an installationWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** expectationsSince we have confirmed *** appliances have now been delivered and installed, we have closed our file
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
Initial Business Response /* (1000, 8, 2014/12/31) */
December 31,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
recent orders
Although our records do not reflect that*** was promised a credit of $and we are not able to refund for coupons not applied on an order, we have issued $worth of points to her SYWR account as a courtesyThese points should reflect in business hoursThat said, we want to assure*** that her feedback regarding her interactions with the local store have been forwarded to the appropriate parties in an effort to prevent further such occurrencesIn light of the aforementioned information, we respectfully ask that this matter be considered 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
***
***
***
***
***
***
November 4, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** *** complaint regarding alleged damage done to his vehicle during his recent visit to one of
our auto centers.Upon receiving *** *** complaint, we escalated his concerns to *** ***, Assistant Auto Center Manager of Unit *** who states the following:I spoke with *** *** this afternoon (Thursday, October 29, 2015). We discussed his complaint and *** *** stated that the garage that has his vehicle now has not completed their diagnostics yet. I asked *** *** what he would like us to do for him at this time, he wants us to compensate him for the labor that he paid to us on 10/1/and all labor charged by the garage that has his vehicle now. I explained to *** *** that we are not going to accept responsibility for anything until the garage that has his vehicle has finished the diagnostics on the vehicle, and at that time if any work that was performed by us had anything to do with the problems your vehicle is experiencing, then we would discuss compensation. He is in agreement with that and was going to call the garage after our call ended to see where they are with the diagnostics. That being said, because we are in the process of addressing *** *** concerns, 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,*** *** *** ***
November 9,
*** ***RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete
the investigation of *** *** complaint regarding his recent store
experience
*** ***, Store Manager, provided the following response:After reviewing *** *** complaint,
we would be willing to discuss the matter with him, but we have attempted to
contact him and there has been no response. We are unable to resolve *** *** issue
until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether *** *** still requires assistance with his issue, but if he does, he may contact
me (*** at (*** *** during business hours. In the interim, we will consider *** *** matter closed,
pending her response.We apologize to *** *** and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears
Holdings Corporation
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears
Garage Solutions*** *** Sears Garage Solutions, Support Specialist
provided the following
response:It is unfortunate that we failed *** *** expectations
when he called Sears Garage Solutions for service on his garage door openerWe
value *** *** patronage, but can understand how the series of events
noted in his complaint has caused him to lose faith in SearsWe can assure *** *** that his concerns have been forwarded to management of the local
franchisee for review, so future problems of this nature can be averted.
We can only reiterate that we do not condone how he was treated and that we
truly regret that we failed to meet his expectationsWe hope that *** ***
will allow us another opportunity in the future to provide him with the type of
customer service that Sears has built their reputation upon, but we would
understand if this is not possibleThe local office has agreed to complete the
repairs at no charge to *** ***There have been some scheduling conflicts
with the local office completing the services to *** *** unitThat said,
if I can be of any additional assistance to *** *** he can contact me
directly at *** ** *** *** ** ***
That said, we ask that this complaint be closed pending further contactWe 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
Claims SpecialistSears
Holdings Corporation***
December 7, *** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611*** *** *** * * ***
*** *** ***We have been unable to complete
the investigation of *** *** complaint.
Although *** *** provided his name and address
in the complaint, we
could not locate the service information for the range in questionIn order to
investigate this matter thoroughly, we ask that *** *** provide the repair
address and telephone number used to schedule the repair, so we can locate his
service call in our systemWe would appreciate it if *** *** would respond
to this correspondence with the requested informationIn the interim, we ask
to have this matter closed, pending a response from *** ***We apologize to *** ***
for this issue and would appreciate the opportunity to address this
matter. Sincerely,*** ***Regulatory Complaints
Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorIt is unfortunate
that we failed Mr*** expectations when he called Sears for service on his refrigerator We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOur records indicate that on February 11, a Sears Home Services technician installed a new compressor, condenser and drier into Mr*** refrigeratorThe system was tested and was found to be operating as expectedIf Mr*** still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at ***That said we ask that this complaint be closedWe apologize to Mr*** 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 ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** Dear *** *** We have completed the investigation of Mr* ***’ complaint regarding his dissatisfaction that his wife received the wrong item and the problems
his wife encountered when she attempted to return the online orderFirstly we would like to apologize for the inconvenience and disappointment that Mrs* *** may have experienced at her local Sears storeWe want to assure Mr* *** 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 Mr* *** complaint, we investigated and discovered that on December 17, a store representative contacted our online department in an attempt to process the returnRegrettably, due to a system issue, we were unable to complete the process the return through the storeMr* *** was informed that he would receive a *** return label and credit would be issued once the item is receivedOur records indicate that the return order was received and on December 29, we issued Mr* *** a credit of $With that being said, since we have addressed the issue brought forth in Mr* *** complaint we have closed our fileAgain, we apologize to Mr* *** 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding a purchase made on *** *** *** Operations Manager
of the Sears in Bakersfield provided the following response: Since receiving Ms*** complaint on January 5, 2016, we have been unable to make contact with her using the phone number ending in *** That said, as a gesture of good customer service, we have processed a refund in the amount of $The aforementioned refund was processed back to Ms*** ***Since we have noted the actions taken to ensure Ms*** satisfaction, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 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
***
***
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 *** *** *** ***
January 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms* *** rebuttal regarding the multiple repairs on her washer.
We have received Ms* *** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the multiple repairs, we are unable to grant her request for a new washer. The fact remains that Ms*** has not had enough functional failures under the terms of her Master Protection Agreement (MPA) to warrant a replacement. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms* *** case we do apologize that we failed her expectations, but we feel that repairing her washer under her MPA is relative to the circumstances and our decision is final.
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,
*** ***
Regulatory Complaints Specialist
***
***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent
purchase We apologize for the inconvenience, but our carrier cannot pickup partially assembled furniture of this typeWe do want to note that the description says “solid wood, wood veneer and metal.” This means that the item is not entirely composed of solid wood; a portion would be wood veneer and metal as wellAs a customer courtesy, we offered to provide *** *** with a credit for $and he may keep the item do what he wishes with it*** *** may respond to my most recent email if he wishes to accept our offer 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, *** *** Regulatory Complaint Specialist *** *** *** *** *** ***
Complaint:
I am rejecting this response because: Notification was given to Brian *** of Sears Home Service on Jan 2nd who is working on problem at this time. Please change my complaint to "Escalated Complaint-Unethical Business Practices." I will advise Revdex.com as to what direction I will be taking after I receive all my feedback.. Sears answer is and misleading.Respectfully,Judith Ann ***
Complaint: ***
I am rejecting this response because:Sears just said nothing to meAm I not supposed to received the refund?It's very basic that Sears refund me, but what about all of the pain and problems Sears caused to me?
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: There were multiple lies told to us throughout the processWe were offered the gift cards not knowing it was a final settlement by the wayNot even sure how they were sent and alsoI have not used or accepted those itemsIt is true we have a guest house that has a refrigerator and that has nothing to do with the loss of food and the time it took to repairThe last repair we were told by the technician that he would overnight the part and put it in immediately and he did not do eitherAs a matter of fact he never even made his scheduled appointment and had to delay extra days as a result of his boss overbooking him so he saysIt is like taking your car in to have an oil change and they cut your transmission line while trying to do the oil change and then saying ....to bad its not our responsibility for ruining your transmissionI have been a member of the Revdex.com for years and have never had a complaint against my company It is truly sad that Sears has lowered their customer service to this levelIt is a shame that I have to waste my time explaining how and why they messed upWhen I have a customer who has a problem I address it immediately....not so in this caseWe had to change our appointment time because the part never got over nighted and then scheduled us for Friday and then cancelled till the following WednesdayIf Sears needs my money that bad for terrible service they will lose my business forever
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
request for a refund It is unfortunate that we failed *** *** 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 avertedAfter contacting Sears’ Detail Control Center, they were able to process a refund checkAccordingly, a check of $was processed on March 21, 2016, under return receipt number *** *** *** can expect to receive the check in the mail within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted *** *** 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
May 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order and delivery delay
experience It is unfortunate that we failed *** *** expectations and we 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 avertedAfter researching the notes in her order, we found that Sears Online contacted the delivery carrier, *** and scheduled delivery for May 5, This date and timeframe was confirmed with *** ***Additionally, our records show that Sears Online issued an adjustment of $on April 19, 2016, and $on April 21, Finally, 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 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
March 29,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the refund of her dishwasher that was
returned
We have received *** *** complaint and apologize that she has had issues receiving a refund for her dishwasher. We would like to note that *** *** has been working with our Social Media group and a refund was received under salescheck# *** on March 29, 2016. The refund will be received in 7-business days. That being said, because we have provided *** *** with her refund, 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: no notification was given, so people are supposed to familiarize themselves with EVERY company's return policy? Never had this issue with any retailer beforeCustomer satisfaction is clearly not a goal of this companyNo wonder the store is always empty
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/04/22) */
Contact Name and Title: ***
Contact Phone: ***
April 22,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding his dissatisfaction that he received a delivery pre-call too early in the morning and the customer service he was provided
Firstly 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 ***, Market Operations Manager for Delivery, to assist with *** concerns*** researched and discovered that on March 30, *** had both delivery and installation teams scheduled to be at his home to delivery and install all his appliancesThe delivery time frame was scheduled for 3:- 5:and delivery arrived at 5:pmAccording to the notes, delivery of all the appliances was completed on March 30, 2015; however, the installation team had a problem with a stripped screw and had to return the next day to complete an installationWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** expectationsSince we have confirmed *** appliances have now been delivered and installed, we have closed our file
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
Initial Business Response /* (1000, 8, 2014/12/31) */
December 31,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
recent orders
Although our records do not reflect that*** was promised a credit of $and we are not able to refund for coupons not applied on an order, we have issued $worth of points to her SYWR account as a courtesyThese points should reflect in business hoursThat said, we want to assure*** that her feedback regarding her interactions with the local store have been forwarded to the appropriate parties in an effort to prevent further such occurrencesIn light of the aforementioned information, we respectfully ask that this matter be considered 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
***
***
***
***
***
***
November 4, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** *** complaint regarding alleged damage done to his vehicle during his recent visit to one of
our auto centers.Upon receiving *** *** complaint, we escalated his concerns to *** ***, Assistant Auto Center Manager of Unit *** who states the following:I spoke with *** *** this afternoon (Thursday, October 29, 2015). We discussed his complaint and *** *** stated that the garage that has his vehicle now has not completed their diagnostics yet. I asked *** *** what he would like us to do for him at this time, he wants us to compensate him for the labor that he paid to us on 10/1/and all labor charged by the garage that has his vehicle now. I explained to *** *** that we are not going to accept responsibility for anything until the garage that has his vehicle has finished the diagnostics on the vehicle, and at that time if any work that was performed by us had anything to do with the problems your vehicle is experiencing, then we would discuss compensation. He is in agreement with that and was going to call the garage after our call ended to see where they are with the diagnostics. That being said, because we are in the process of addressing *** *** concerns, 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,*** *** *** ***
November 9,
*** ***RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete
the investigation of *** *** complaint regarding his recent store
experience
*** ***, Store Manager, provided the following response:After reviewing *** *** complaint,
we would be willing to discuss the matter with him, but we have attempted to
contact him and there has been no response. We are unable to resolve *** *** issue
until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether *** *** still requires assistance with his issue, but if he does, he may contact
me (*** at (*** *** during business hours. In the interim, we will consider *** *** matter closed,
pending her response.We apologize to *** *** and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** ***Regulatory
Complaint SpecialistSears
Holdings Corporation
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears
Garage Solutions*** *** Sears Garage Solutions, Support Specialist
provided the following
response:It is unfortunate that we failed *** *** expectations
when he called Sears Garage Solutions for service on his garage door openerWe
value *** *** patronage, but can understand how the series of events
noted in his complaint has caused him to lose faith in SearsWe can assure *** *** that his concerns have been forwarded to management of the local
franchisee for review, so future problems of this nature can be averted.
We can only reiterate that we do not condone how he was treated and that we
truly regret that we failed to meet his expectationsWe hope that *** ***
will allow us another opportunity in the future to provide him with the type of
customer service that Sears has built their reputation upon, but we would
understand if this is not possibleThe local office has agreed to complete the
repairs at no charge to *** ***There have been some scheduling conflicts
with the local office completing the services to *** *** unitThat said,
if I can be of any additional assistance to *** *** he can contact me
directly at *** ** *** *** ** ***
That said, we ask that this complaint be closed pending further contactWe 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
Claims SpecialistSears
Holdings Corporation***
December 7, *** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611*** *** *** * * ***
*** *** ***We have been unable to complete
the investigation of *** *** complaint.
Although *** *** provided his name and address
in the complaint, we
could not locate the service information for the range in questionIn order to
investigate this matter thoroughly, we ask that *** *** provide the repair
address and telephone number used to schedule the repair, so we can locate his
service call in our systemWe would appreciate it if *** *** would respond
to this correspondence with the requested informationIn the interim, we ask
to have this matter closed, pending a response from *** ***We apologize to *** ***
for this issue and would appreciate the opportunity to address this
matter. Sincerely,*** ***Regulatory Complaints
Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorIt is unfortunate
that we failed Mr*** expectations when he called Sears for service on his refrigerator We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOur records indicate that on February 11, a Sears Home Services technician installed a new compressor, condenser and drier into Mr*** refrigeratorThe system was tested and was found to be operating as expectedIf Mr*** still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at ***That said we ask that this complaint be closedWe apologize to Mr*** 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 ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** Dear *** *** We have completed the investigation of Mr* ***’ complaint regarding his dissatisfaction that his wife received the wrong item and the problems
his wife encountered when she attempted to return the online orderFirstly we would like to apologize for the inconvenience and disappointment that Mrs* *** may have experienced at her local Sears storeWe want to assure Mr* *** 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 Mr* *** complaint, we investigated and discovered that on December 17, a store representative contacted our online department in an attempt to process the returnRegrettably, due to a system issue, we were unable to complete the process the return through the storeMr* *** was informed that he would receive a *** return label and credit would be issued once the item is receivedOur records indicate that the return order was received and on December 29, we issued Mr* *** a credit of $With that being said, since we have addressed the issue brought forth in Mr* *** complaint we have closed our fileAgain, we apologize to Mr* *** 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding a purchase made on *** *** *** Operations Manager
of the Sears in Bakersfield provided the following response: Since receiving Ms*** complaint on January 5, 2016, we have been unable to make contact with her using the phone number ending in *** That said, as a gesture of good customer service, we have processed a refund in the amount of $The aforementioned refund was processed back to Ms*** ***Since we have noted the actions taken to ensure Ms*** satisfaction, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***