November 17, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** * *** ***Dear *** ***
We have completed
our investigation of *** *** complaint regarding her ** stove.On receipt of *** *** complaint we contacted her
for more information and found that
although *** *** appliances were purchased at Sears in through her
contractor we have never serviced any of her appliances including the ** stove
*** *** confirmed she has had a third party service company service the **
stove and not SearsAt *** *** request we provided her with contact
information for **At this time since we have never serviced *** ***
stove and we have provided contact information for the manufacture we have
closed our caseWe apologize to *** *** on behalf of Sears Holdings Corporation and 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 SpecialistSears Holdings
Corporation*** ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator and his request for a
replacement and additional food loss First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, the local service unit authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current refrigerator, it was determined that $1,would provide him with a comparable replacement under his MPA. Mrs*** was contacted by the local service unit on January 21, 2106, and provided with the replacement amount. Mr./Mrs*** are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. The *** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on December 4, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. As to Mr*** request for $2,in food loss, this is a request we are unable to grant. Per the terms of his MPA, he is entitled to $per incident. Mr*** can call *** *** to file a claim or go online at http://*** *** In the interim, since we have authorized a replacement refrigerator and clarified Mr*** benefits in regard to food loss, 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
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: 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 ***
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,*** *** *** ***
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 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
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
*** ***
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
***
***
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
***
***
***
***
***
***
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,
*** ***
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
***
***
***
***
***
***
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 *** *** *** *** *** ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation o* *** *** complaint regarding his recent online order experience
and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** ** *** *** *** ** *** with telephone number (*** *** and email address: *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in *** ***’ order we found that Sears Online reached out to the merchant on his behalfThe vendor *** indicated that there was a delay in delivering the order however it was confirmed that the delivery was complete don March 31, In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs 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
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
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ** *** *** *** *** We have completed our investigation of *** *** complaint regarding replacement of his washer Upon
receipt of *** *** complaint, we found that his washer was replaced under the terms and conditions of his Service Smart Agreement and the new washer was delivered on January 29, Since we have replaced *** *** washer we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** ***RevDex.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***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
We would first note that Ms*** placed her order through one of our Marketplace vendors, *** *** *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller regarding her return requestThat said, it seems that the seller has told her that according to their return policy, she must ship the item back At this point in time, Ms*** would need to contact with the seller, who may be reached at *** during business hours or via email at *** We can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
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
November 17, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** * *** ***Dear *** ***
We have completed
our investigation of *** *** complaint regarding her ** stove.On receipt of *** *** complaint we contacted her
for more information and found that
although *** *** appliances were purchased at Sears in through her
contractor we have never serviced any of her appliances including the ** stove
*** *** confirmed she has had a third party service company service the **
stove and not SearsAt *** *** request we provided her with contact
information for **At this time since we have never serviced *** ***
stove and we have provided contact information for the manufacture we have
closed our caseWe apologize to *** *** on behalf of Sears Holdings Corporation and 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 SpecialistSears Holdings
Corporation*** ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator and his request for a
replacement and additional food loss First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, the local service unit authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current refrigerator, it was determined that $1,would provide him with a comparable replacement under his MPA. Mrs*** was contacted by the local service unit on January 21, 2106, and provided with the replacement amount. Mr./Mrs*** are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. The *** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on December 4, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. As to Mr*** request for $2,in food loss, this is a request we are unable to grant. Per the terms of his MPA, he is entitled to $per incident. Mr*** can call *** *** to file a claim or go online at http://*** *** In the interim, since we have authorized a replacement refrigerator and clarified Mr*** benefits in regard to food loss, 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
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: 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 ***
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,*** *** *** ***
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 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
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
*** ***
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
***
***
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
***
***
***
***
***
***
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,
*** ***
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
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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 *** *** *** *** *** ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation o* *** *** complaint regarding his recent online order experience
and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** ** *** *** *** ** *** with telephone number (*** *** and email address: *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in *** ***’ order we found that Sears Online reached out to the merchant on his behalfThe vendor *** indicated that there was a delay in delivering the order however it was confirmed that the delivery was complete don March 31, In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs 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
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
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ** *** *** *** *** We have completed our investigation of *** *** complaint regarding replacement of his washer Upon
receipt of *** *** complaint, we found that his washer was replaced under the terms and conditions of his Service Smart Agreement and the new washer was delivered on January 29, Since we have replaced *** *** washer we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** ***RevDex.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***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
We would first note that Ms*** placed her order through one of our Marketplace vendors, *** *** *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller regarding her return requestThat said, it seems that the seller has told her that according to their return policy, she must ship the item back At this point in time, Ms*** would need to contact with the seller, who may be reached at *** during business hours or via email at *** We can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
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