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 *** *** *** *** ***
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 *** *** ***
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
Initial Business Response /* (1000, 5, 2015/01/06) */
January 6,
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and failure to provide all of the items she placed in layaway
It is unfortunate that we failed *** expectations when she recently used Kmart layawayWe value *** patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, ***, Manager for Kmart Store number***, contacted *** by telephone to discuss her concerns and offer her a gift card as an apology*** accepted this offer and indicated that she would return later this week to speak with *** and accept the gift cardWe truly regret any inconvenience *** may have experienced and would like to assure her that we do not take her complaint lightlyWe respectfully ask to have this matter closed, since we have proposed an equitable resolution and *** has accepted
We 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:Brian is the Sears Hometown Store in Foley Alabama who I buy all my Kenmore/Craftsman products from. I see that the Revdex.com has given Sears Holding an A+ rating. I also have read the number of complaints the Revdex.com has handled for SearsSears has not made a good faith effort to resolve my Kenmore Elite Washer problemI am following the 'chain of command' to resolve my problem at this time.Respectfully,Judith Ann ***
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement
Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to *** Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseThat said, *** let us know they were canceling nay of the remaining balance left on her lease and considering it as paid as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
October 26,
Ms*** ***
*** *** **
*** ** ***
Our File No: ***
Revdex.com File No: ***
Via: UPS/Signature Required
Via Email: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) is willing to
credit your Sears/Citi account in the amount of $for the gutter guards and door wrappingAs to the siding you feel needs to be replaced, as I mentioned in my email to you, we can't do this for a couple of reasonsAs the piece of wood that was placed under the house is not part of the structure of the house we cannot put siding on itAdditionally, we would not want to side anything that could block the air flow under the home
Please call or email me to let me know which of the following options you would like to pursue:
Resolution - Do you have any leftover pieces of siding? If so, please get an estimate for a handyman or siding installer to install anywhere you deem necessaryWe will review the estimate toward possibly paying for the service
Resolution - If you do not have any leftover pieces of siding, we can order some at no cost to you and again have you get an estimate for installationThis option will take a few weeks for the siding to be ordered and received by our *** office
Resolution - In lieu of siding over the piece of wood, you may want to have this paintedIf so, we will pay for the paint and reasonable labor to paint it
Please understand that this offer is being made as a gesture of customer serviceWe have completed our contractual obligation but also want to attempt to satisfy youIf I do not hear back from you within days of the date of this letter I will close my file
Thank you for your time, effort and patience during the investigation process of your complaintIf you have any questions or additional concerns, please contact me directly at *** extension *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via website
Complaint: ***
I am rejecting this response because: Response to *** ***, sears representative: This is in NO WAY acceptable; this is a Case involving Health issues. For *** *** to say that my health concern is negated because, she does not have the serial number is Absurd; does this mean that the Sears registration card is a fraud and a lie? Does this mean that the Chat sessions with agent *** and the others were a Lie and a Fraud; because, they had No intention of assisting my health concerns; because, they never even asked for a serial number? Does this mean the multiple customer service calls I made were a fraud and a Lie due to a Serial number? ** ***, Is also stating that the answer is “No” that the water that comes from the dispenser is not chilled; However, but it will possibly be slightly colder and at room tempBoth after a couple glasses of chilled water it will go back to room temp. Isn’t that the definition of water being chilled? This seems to just be a LIE, it cannot be both waysAccording to the Sears ,*** ** *** *** ** *** ***: Do Not Use the water where unsafe or water of unknown Quality Is used, this Refrigerator according to the serial number tag inside was made in Mexico, Where are the certificates of water used to test this product? Kenmore Never stated on-line or otherwise that this was a product of Mexico; this has been a fraudulent sale since the beginning. Sears Manuel only list USA and Canada throughout the Manuel, never mentions it is made in MexicoIf the water was tested than contaminated water is throughout the system and filter Or does sears Lie again and Not test their products; whereas, a Serial Number has No meaning what’s so ever on an untested productThe Water Certificate also states that: a Kenmore Water filter system will absorb bad tastes and odors in bother the ice cubes and the drinking waterAnd to replace the filter if if this had happened Page in the manual states to replace the water filter in 6months but ** *** doesn’t know how long it’s been inside the refrigerator in the Factory, in MexicoPage in the Sears Manuel states: ‘If your refrigerator has not been used for a period of time(during a move for example) change the filter before installing the refrigerator” IT says that coming from Mexico the Filter you need to replace the filter, *** *** says it was installed at the factory, this alone would VOID any of their warrantiesIt appears just another oversight or liePage in the Sears Manuel; trouble shooting States; when the water is not cold enough;“ As the warmer tap water goes through the filter and enters the water supply system the chilled water is pushed through the dispenser, once the chilled water is used up it will take several hours to bring the freshly replaced water to a cooler temperature.” ** *** and the Sears Chat line and Customer service personal at Sears appear to be ill trained and ill-informed or they just practice Lies and deception as part of their job to exhort money for serviceIt is more than obvious that *** *** and Sears Do Not care that this is clearly a Health Issue that should have been addressed over two months agoAs for ** *** stating that she answered and addressed my questions; this is just another LIE, The Refer has chilled water and the serial number if needed could have been found by Sears and *** *** anytime they wished or even requested it with their reply to this Health Question. Furthermore *** *** should be placed on Administrated leave by Sears for her blatant Lies and refusing to hear a Health issue let alone repair itMore of *** *** lies state that all I wanted was two questions answered; As the Revdex.com copy and hers and my states : I wanted at the Very least a new Filter and the system flushed because of the water systems ill effectsOr exchange the Refrigerator with the means to save my food which is in excess of $By either the replacement or dropping of and allowed to chill, to transfer the food; before, taking the defective unit awayAFTER Hearing ** ***’s Lies, the Void of warranty as stated on Page of the Sears Manuel and that this is a Health issue that involves the whole water system and not just a filter, I want a New Replacement with the afore mentioned food solutions
Sincerely,
*** ***
May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** rebuttal to our previous responseAs we stated in our previous response, the technician consulted with STAC, our technical assistance center and based upon the information he provided, they determined that the copper lines were blackened due to a sulfur issue. We further explained that this condition is not covered under *** *** MPA. We understand that *** *** is dissatisfied with this decision and it is her prerogative to retain an attorney; however, doing so will not change the technician’s findings or STAC’s determinationFurthermore, if *** *** retains an attorney, the Revdex.com will no longer be the correct forum for resolution, and we will be unable to provide information on an issue that is undergoing litigation. With that said, since we have noted *** *** intentions, and we have reiterated our position on the matter, we ask that this complaint be closedAgain, we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding the installation of his dishwasher; as well as a problem
with the door on the refrigerator that was recently delivered.It is unfortunate that we failed *** *** expectations when he recently scheduled a dishwasher installation and the delivery of his refrigeratorWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint 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 further. We contacted *** *** and apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that *** *** was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. *** *** stated that he purchased a side mounting kit and has already anchored the dishwasher to his cabinets. As a good-will gesture, we offered *** *** a $gift card to assist with the cost of the side mounting kit, and he accepted the offer. *** *** should receive the gift card via email within business days. As for the refrigerator, we offered to scheduled service to repair the door issue and informed *** *** that if it could not be repaired, then we would process an even exchange. *** *** agreed and service is scheduled for December 19, 2015. In the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
Complaint:
I am rejecting this response because: that's ridiculous you sold me a warranty that warranty should be honored the service person that came out agreed the serial number was not altered it was washed off with emulate cleaning !! Ask him
Sincerely,
Melissa ***
January 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the installation of
her stove
Upon receiving Ms*** complaint, we researched her complaint and would like to note that on January 5, 2016, Ms*** cancelled her installation and was refunded under salescheck# ***. We apologize for any inconveniences that she may have experienced. That being said, because we have refunded Ms*** per her request, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 24, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * ***Dear *** ***We have completed the
investigation of *** *** rebuttal to our previous response. *** *** Home
Warranty contract is administered by *** ***, not Sears Home Services;
therefore, any request for a full refund will need to be directed to *** ***. *** *** can reach a
representative at *** *** to discuss the matter. Additionally, a review of the terms of her
Home Warranty show that there is no promise of when service will be provided,
only that service needs to be provided by an authorized service contractor. With that said, while we empathize with *** ***, we are in no position to circumvent the terms of her service contract. Since we have explained that any request for
a full refund will need to be directed to *** *** we ask that this
matter remain closed.Again, appreciate the
opportunity to address this matter.Sincerely,
*** ***Regulatory Complaints
Specialist
February 25,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problems she encountered when ordering her range online, the missing broiler pan, and the issue with the credits appliedWe have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms*** rebuttal, we reached out to *** *** Senior Manager for Shop Your Way Rewards Member Support, to assist with her concernsMr*** researched and confirmed that we have issued the Shop Your Way Rewards (SYWR) points as credits to Ms*** accountHowever, the points added were slightly less than previously reportedMr*** stated that on January 10, we credited *** points and then on January 11, we credited *** for a total of *** SYWR pointsThese points were not surprise points or points earned by Ms*** Prior to adding the credits, Ms*** SYWR account balance was *** points, plus the *** credited points totaled *** points; equivalent value of $As previously stated, on January 12, 2016, Ms*** used *** points ($89.58) towards another online orderWhen Ms*** contacted customer service in February that she had not received the credits, she was informed that the credits had been applied to her SYWR accountAt that time, the associate noticed that the total credit was short by *** pointsOn February 19, we added the additional *** SYWR points to Ms*** accountAs of today, we have credited Ms*** *** *** and *** points for a total of *** SYWR points; equivalent value of $While we understand that she is dissatisfied that the credits offered were applied as points to her Shop Your Way Rewards (SYWR) account, the fact remains that we did issue Ms*** a credit of $and she spent $of this credit on online order *** As for the missing broiler pan, we can certainly understand Ms*** uncertainty since she did not receive the first order that was promisedAccording to Parts Direct, the broiler pan and pan insert are considered accessories and must be purchased separatelyWe apologize that Ms*** was misinformed that the broiler pan would be shipped to her at no cost when she reported to our delivery team that it was missingAs previously stated, on February 23, we reached out to our delivery management team and had the broiler pan and broiler pan insert ordered at no cost to MsSaive; total retail value of $The order number is *** and according to *** the order shipped on February 25, With that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our filesAgain, we apologize to Ms*** 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 *** *** ***
Initial Business Response /* (1000, 5, 2014/12/14) */
Contact Name and Title: ***
Contact Email: ***
December 14,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her dissatisfaction with the charges that she paid Sears for repairing her dryer
We would first like to note that part of our labor charge does include the trip and diagnostic fee that we inform our customers in advance is non-refundableThey are also told that this minimum fee will be incorporated into the final charges for laborThis means that of the $that*** *** paid for repair, $was for the diagnostic/trip charge; this leaves $for the actual repairFurthermore, we would like to point out that we do not charge by an hourly rate; rather, the charges for our services are based on job codes, which is a common practice in the repair industryThese job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer's home, and other incidentals
That being said, we apologize that *** repair did not restore her dryer to working order and that she was not satisfied with our servicesBecause we value*** *** patronage, as a one-time customer courtesy, we have agreed to refund her the amount paid for repair which was $We have processed this credit in the form of a bank check and it will be received within 7-business days to the address listed on this complaintBecause we have provided*** *** with a full refund for her repair, we respectfully request this matter be closed
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
***
***
***
***
***
May 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that she was denied an
exchange on her recently purchased pair of shoes
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Kmart.com for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below…”
According to our records, Ms*** contacted our Customer Solutions team on May 21, regarding the store exchange issueThe notes indicate that Customer Solutions was willing to assist Ms***; however, she could not provide a receipt for proof of purchaseRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her contention that she was overcharged for
services and her request to receive a refund. We reviewed our records and only found that we charged *** ***’ *** account ending in ***, onceThat charge was for $and that amount was accurate for the service we providedThe labor fee incorporates all of the cost for services that is not included in the cost for actual partsWe do not say that our minimum trip/diagnostic fee will be deducted from any charges; simply that if the estimate is declined then that fee will be owed and if the estimate is accepted then the only charges due are for the estimate*** *** accepted our estimate, so the charges are what she is responsible to payThe cost for the part we provided was $*** and that price is the price we charge any consumer that purchases the part from our technician for an “in-home” repairWe also sell parts online and in some stores through other businesses we operate, but we do not match prices for parts and services and we do not advertise that we do soIf *** *** still feels that we charged her card a second $*** and this amount actually posted as opposed to being on hold and falling off at a later date, then she is welcome to contact me directly and provide the first digits of that digit Visa account number and we would be happy to investigate further with our data control centerIn the interim, since we have confirmed the amount collected after the repair was the amount owed and agreed to when our estimate was accepted, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the multiple repairs of his laundry center
We
have received *** *** complaint and apologize that he was promised a replacement laundry center only to have the offer reneged. Our offices have processed the exchange laundry center under salescheck# *** with a delivery date of April 8, 2016. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
February 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of an order and his dissatisfaction
that he did not receive a refund in what he felt was a timely fashion. We would first note that our website does indicate that it is not always possible to cancel ordersWe make every effort to cancel but there is a chance that it might already be far enough in process that it cannot be stoppedAdditionally, when a consumer pays with a pin-based debit card online versus a traditional credit card, there can be further delays even once a refund has been issuedEven with credit cards it can take up to or so business days before the card issuer posts the refund back to the accountDue to the potential delay, a consumer should never make commitments with money that has already been committed to one company and not yet released back into the account because you can never be sure exactly how long it could take to postIn Mr*** case, the cancelation partially took in the system, but since it was a pin-based debit card, it did not complete the process by issuing a refundThis had to be done manually as a mailed bank checkOur records show the check was issued December 5, 2015, and we assume Mr* *** received it shortly afterward as we do not see any notes in his order indicating that he did not receive this checkAt this time, since we do show Mr* *** was refunded within about business days from the time the order was placed and then subsequently canceled, and it just took longer for him to receive it since we were unable to deposit back to his account via the method of payment so a mailed check had to be utilized, we have closed our file. We apologize to Mr* *** for the delay in answering his concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email* ***
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 *** *** *** *** ***
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 *** *** ***
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
Initial Business Response /* (1000, 5, 2015/01/06) */
January 6,
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and failure to provide all of the items she placed in layaway
It is unfortunate that we failed *** expectations when she recently used Kmart layawayWe value *** patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, ***, Manager for Kmart Store number***, contacted *** by telephone to discuss her concerns and offer her a gift card as an apology*** accepted this offer and indicated that she would return later this week to speak with *** and accept the gift cardWe truly regret any inconvenience *** may have experienced and would like to assure her that we do not take her complaint lightlyWe respectfully ask to have this matter closed, since we have proposed an equitable resolution and *** has accepted
We 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:Brian is the Sears Hometown Store in Foley Alabama who I buy all my Kenmore/Craftsman products from. I see that the Revdex.com has given Sears Holding an A+ rating. I also have read the number of complaints the Revdex.com has handled for SearsSears has not made a good faith effort to resolve my Kenmore Elite Washer problemI am following the 'chain of command' to resolve my problem at this time.Respectfully,Judith Ann ***
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement
Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to *** Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseThat said, *** let us know they were canceling nay of the remaining balance left on her lease and considering it as paid as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
October 26,
Ms*** ***
*** *** **
*** ** ***
Our File No: ***
Revdex.com File No: ***
Via: UPS/Signature Required
Via Email: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) is willing to
credit your Sears/Citi account in the amount of $for the gutter guards and door wrappingAs to the siding you feel needs to be replaced, as I mentioned in my email to you, we can't do this for a couple of reasonsAs the piece of wood that was placed under the house is not part of the structure of the house we cannot put siding on itAdditionally, we would not want to side anything that could block the air flow under the home
Please call or email me to let me know which of the following options you would like to pursue:
Resolution - Do you have any leftover pieces of siding? If so, please get an estimate for a handyman or siding installer to install anywhere you deem necessaryWe will review the estimate toward possibly paying for the service
Resolution - If you do not have any leftover pieces of siding, we can order some at no cost to you and again have you get an estimate for installationThis option will take a few weeks for the siding to be ordered and received by our *** office
Resolution - In lieu of siding over the piece of wood, you may want to have this paintedIf so, we will pay for the paint and reasonable labor to paint it
Please understand that this offer is being made as a gesture of customer serviceWe have completed our contractual obligation but also want to attempt to satisfy youIf I do not hear back from you within days of the date of this letter I will close my file
Thank you for your time, effort and patience during the investigation process of your complaintIf you have any questions or additional concerns, please contact me directly at *** extension *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via website
Complaint: ***
I am rejecting this response because: Response to *** ***, sears representative: This is in NO WAY acceptable; this is a Case involving Health issues. For *** *** to say that my health concern is negated because, she does not have the serial number is Absurd; does this mean that the Sears registration card is a fraud and a lie? Does this mean that the Chat sessions with agent *** and the others were a Lie and a Fraud; because, they had No intention of assisting my health concerns; because, they never even asked for a serial number? Does this mean the multiple customer service calls I made were a fraud and a Lie due to a Serial number? ** ***, Is also stating that the answer is “No” that the water that comes from the dispenser is not chilled; However, but it will possibly be slightly colder and at room tempBoth after a couple glasses of chilled water it will go back to room temp. Isn’t that the definition of water being chilled? This seems to just be a LIE, it cannot be both waysAccording to the Sears ,*** ** *** *** ** *** ***: Do Not Use the water where unsafe or water of unknown Quality Is used, this Refrigerator according to the serial number tag inside was made in Mexico, Where are the certificates of water used to test this product? Kenmore Never stated on-line or otherwise that this was a product of Mexico; this has been a fraudulent sale since the beginning. Sears Manuel only list USA and Canada throughout the Manuel, never mentions it is made in MexicoIf the water was tested than contaminated water is throughout the system and filter Or does sears Lie again and Not test their products; whereas, a Serial Number has No meaning what’s so ever on an untested productThe Water Certificate also states that: a Kenmore Water filter system will absorb bad tastes and odors in bother the ice cubes and the drinking waterAnd to replace the filter if if this had happened Page in the manual states to replace the water filter in 6months but ** *** doesn’t know how long it’s been inside the refrigerator in the Factory, in MexicoPage in the Sears Manuel states: ‘If your refrigerator has not been used for a period of time(during a move for example) change the filter before installing the refrigerator” IT says that coming from Mexico the Filter you need to replace the filter, *** *** says it was installed at the factory, this alone would VOID any of their warrantiesIt appears just another oversight or liePage in the Sears Manuel; trouble shooting States; when the water is not cold enough;“ As the warmer tap water goes through the filter and enters the water supply system the chilled water is pushed through the dispenser, once the chilled water is used up it will take several hours to bring the freshly replaced water to a cooler temperature.” ** *** and the Sears Chat line and Customer service personal at Sears appear to be ill trained and ill-informed or they just practice Lies and deception as part of their job to exhort money for serviceIt is more than obvious that *** *** and Sears Do Not care that this is clearly a Health Issue that should have been addressed over two months agoAs for ** *** stating that she answered and addressed my questions; this is just another LIE, The Refer has chilled water and the serial number if needed could have been found by Sears and *** *** anytime they wished or even requested it with their reply to this Health Question. Furthermore *** *** should be placed on Administrated leave by Sears for her blatant Lies and refusing to hear a Health issue let alone repair itMore of *** *** lies state that all I wanted was two questions answered; As the Revdex.com copy and hers and my states : I wanted at the Very least a new Filter and the system flushed because of the water systems ill effectsOr exchange the Refrigerator with the means to save my food which is in excess of $By either the replacement or dropping of and allowed to chill, to transfer the food; before, taking the defective unit awayAFTER Hearing ** ***’s Lies, the Void of warranty as stated on Page of the Sears Manuel and that this is a Health issue that involves the whole water system and not just a filter, I want a New Replacement with the afore mentioned food solutions
Sincerely,
*** ***
May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** rebuttal to our previous responseAs we stated in our previous response, the technician consulted with STAC, our technical assistance center and based upon the information he provided, they determined that the copper lines were blackened due to a sulfur issue. We further explained that this condition is not covered under *** *** MPA. We understand that *** *** is dissatisfied with this decision and it is her prerogative to retain an attorney; however, doing so will not change the technician’s findings or STAC’s determinationFurthermore, if *** *** retains an attorney, the Revdex.com will no longer be the correct forum for resolution, and we will be unable to provide information on an issue that is undergoing litigation. With that said, since we have noted *** *** intentions, and we have reiterated our position on the matter, we ask that this complaint be closedAgain, we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding the installation of his dishwasher; as well as a problem
with the door on the refrigerator that was recently delivered.It is unfortunate that we failed *** *** expectations when he recently scheduled a dishwasher installation and the delivery of his refrigeratorWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint 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 further. We contacted *** *** and apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that *** *** was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. *** *** stated that he purchased a side mounting kit and has already anchored the dishwasher to his cabinets. As a good-will gesture, we offered *** *** a $gift card to assist with the cost of the side mounting kit, and he accepted the offer. *** *** should receive the gift card via email within business days. As for the refrigerator, we offered to scheduled service to repair the door issue and informed *** *** that if it could not be repaired, then we would process an even exchange. *** *** agreed and service is scheduled for December 19, 2015. In the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
Complaint:
I am rejecting this response because: that's ridiculous you sold me a warranty that warranty should be honored the service person that came out agreed the serial number was not altered it was washed off with emulate cleaning !! Ask him
Sincerely,
Melissa ***
January 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the installation of
her stove
Upon receiving Ms*** complaint, we researched her complaint and would like to note that on January 5, 2016, Ms*** cancelled her installation and was refunded under salescheck# ***. We apologize for any inconveniences that she may have experienced. That being said, because we have refunded Ms*** per her request, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
November 24, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * ***Dear *** ***We have completed the
investigation of *** *** rebuttal to our previous response. *** *** Home
Warranty contract is administered by *** ***, not Sears Home Services;
therefore, any request for a full refund will need to be directed to *** ***. *** *** can reach a
representative at *** *** to discuss the matter. Additionally, a review of the terms of her
Home Warranty show that there is no promise of when service will be provided,
only that service needs to be provided by an authorized service contractor. With that said, while we empathize with *** ***, we are in no position to circumvent the terms of her service contract. Since we have explained that any request for
a full refund will need to be directed to *** *** we ask that this
matter remain closed.Again, appreciate the
opportunity to address this matter.Sincerely,
*** ***Regulatory Complaints
Specialist
February 25,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problems she encountered when ordering her range online, the missing broiler pan, and the issue with the credits appliedWe have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms*** rebuttal, we reached out to *** *** Senior Manager for Shop Your Way Rewards Member Support, to assist with her concernsMr*** researched and confirmed that we have issued the Shop Your Way Rewards (SYWR) points as credits to Ms*** accountHowever, the points added were slightly less than previously reportedMr*** stated that on January 10, we credited *** points and then on January 11, we credited *** for a total of *** SYWR pointsThese points were not surprise points or points earned by Ms*** Prior to adding the credits, Ms*** SYWR account balance was *** points, plus the *** credited points totaled *** points; equivalent value of $As previously stated, on January 12, 2016, Ms*** used *** points ($89.58) towards another online orderWhen Ms*** contacted customer service in February that she had not received the credits, she was informed that the credits had been applied to her SYWR accountAt that time, the associate noticed that the total credit was short by *** pointsOn February 19, we added the additional *** SYWR points to Ms*** accountAs of today, we have credited Ms*** *** *** and *** points for a total of *** SYWR points; equivalent value of $While we understand that she is dissatisfied that the credits offered were applied as points to her Shop Your Way Rewards (SYWR) account, the fact remains that we did issue Ms*** a credit of $and she spent $of this credit on online order *** As for the missing broiler pan, we can certainly understand Ms*** uncertainty since she did not receive the first order that was promisedAccording to Parts Direct, the broiler pan and pan insert are considered accessories and must be purchased separatelyWe apologize that Ms*** was misinformed that the broiler pan would be shipped to her at no cost when she reported to our delivery team that it was missingAs previously stated, on February 23, we reached out to our delivery management team and had the broiler pan and broiler pan insert ordered at no cost to MsSaive; total retail value of $The order number is *** and according to *** the order shipped on February 25, With that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our filesAgain, we apologize to Ms*** 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 *** *** ***
Initial Business Response /* (1000, 5, 2014/12/14) */
Contact Name and Title: ***
Contact Email: ***
December 14,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her dissatisfaction with the charges that she paid Sears for repairing her dryer
We would first like to note that part of our labor charge does include the trip and diagnostic fee that we inform our customers in advance is non-refundableThey are also told that this minimum fee will be incorporated into the final charges for laborThis means that of the $that*** *** paid for repair, $was for the diagnostic/trip charge; this leaves $for the actual repairFurthermore, we would like to point out that we do not charge by an hourly rate; rather, the charges for our services are based on job codes, which is a common practice in the repair industryThese job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer's home, and other incidentals
That being said, we apologize that *** repair did not restore her dryer to working order and that she was not satisfied with our servicesBecause we value*** *** patronage, as a one-time customer courtesy, we have agreed to refund her the amount paid for repair which was $We have processed this credit in the form of a bank check and it will be received within 7-business days to the address listed on this complaintBecause we have provided*** *** with a full refund for her repair, we respectfully request this matter be closed
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
***
***
***
***
***
May 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that she was denied an
exchange on her recently purchased pair of shoes
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Kmart.com for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below…”
According to our records, Ms*** contacted our Customer Solutions team on May 21, regarding the store exchange issueThe notes indicate that Customer Solutions was willing to assist Ms***; however, she could not provide a receipt for proof of purchaseRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her contention that she was overcharged for
services and her request to receive a refund. We reviewed our records and only found that we charged *** ***’ *** account ending in ***, onceThat charge was for $and that amount was accurate for the service we providedThe labor fee incorporates all of the cost for services that is not included in the cost for actual partsWe do not say that our minimum trip/diagnostic fee will be deducted from any charges; simply that if the estimate is declined then that fee will be owed and if the estimate is accepted then the only charges due are for the estimate*** *** accepted our estimate, so the charges are what she is responsible to payThe cost for the part we provided was $*** and that price is the price we charge any consumer that purchases the part from our technician for an “in-home” repairWe also sell parts online and in some stores through other businesses we operate, but we do not match prices for parts and services and we do not advertise that we do soIf *** *** still feels that we charged her card a second $*** and this amount actually posted as opposed to being on hold and falling off at a later date, then she is welcome to contact me directly and provide the first digits of that digit Visa account number and we would be happy to investigate further with our data control centerIn the interim, since we have confirmed the amount collected after the repair was the amount owed and agreed to when our estimate was accepted, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the multiple repairs of his laundry center
We
have received *** *** complaint and apologize that he was promised a replacement laundry center only to have the offer reneged. Our offices have processed the exchange laundry center under salescheck# *** with a delivery date of April 8, 2016. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
February 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of an order and his dissatisfaction
that he did not receive a refund in what he felt was a timely fashion. We would first note that our website does indicate that it is not always possible to cancel ordersWe make every effort to cancel but there is a chance that it might already be far enough in process that it cannot be stoppedAdditionally, when a consumer pays with a pin-based debit card online versus a traditional credit card, there can be further delays even once a refund has been issuedEven with credit cards it can take up to or so business days before the card issuer posts the refund back to the accountDue to the potential delay, a consumer should never make commitments with money that has already been committed to one company and not yet released back into the account because you can never be sure exactly how long it could take to postIn Mr*** case, the cancelation partially took in the system, but since it was a pin-based debit card, it did not complete the process by issuing a refundThis had to be done manually as a mailed bank checkOur records show the check was issued December 5, 2015, and we assume Mr* *** received it shortly afterward as we do not see any notes in his order indicating that he did not receive this checkAt this time, since we do show Mr* *** was refunded within about business days from the time the order was placed and then subsequently canceled, and it just took longer for him to receive it since we were unable to deposit back to his account via the method of payment so a mailed check had to be utilized, we have closed our file. We apologize to Mr* *** for the delay in answering his concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email* ***