*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Garage Solutions*** ***, Sears Garage Solutions, Quality
Control Manager provided the following response: *** *** was scheduled for Saturday, May 7, 2016, and the call was rescheduled for the 19th If *** *** has any additional concerns, she can contact my office at *** or via email at *** Since we have noted that *** *** appointment has been rescheduled, 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 8, 2015/04/07) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding damage to a
druer ordered via www.searsoutlet.com
*** *** Sears Outlet District Sales Manager provided the following response:
I have come to an agreement with Mr*** regarding his complaint about his dryerThat said, Sears Outlet will be providing Mr*** with a $sales adjustment as a credit due to the aforementioned dryer issueTypically, a consumer can expect a credit to post to a credit card account within 3-business days of processingIf Mr*** has any additional concerns, my email and contact number are on the email correspondence with himSince we have come to a resolution to Mr***'s complaint, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Complaint: ***
I am rejecting this response because: I agree with the response that this is a system issueBut, I don't agree that nothing can be done "when the registers don't syncKmart/Sears has a ethical and legal duty to fully enforce their written chech cashing policyThe registers and equipment is clearly old and outdatedThe logical requested solution is to provide at least functional register for the store!!! All necessary steps must be taken immediatelyI am being put under unnecessary duress worrying whether I will be publically embarrassed at the store on the line after my check is not cashedThis problem doesn't happen at any NYC banks or check cashing establishments, only KmartFurthermore, the response fails to address compensation for future damages if this situation should occur againAll the enclosed issues,worries,and concerns must be directly addressed on response
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title:***
Contact Phone: ***
March 30,
***
***
***
***
***
***
We have completed the investigation of* complaint regarding her recent online order
It is unfortunate that we failed*** expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWith that said, 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 online order she placed, we found that Sears Online Solutions issue a full refund of $in two separate transactionsAccording to Sears Online Solutions the refund was issued in the form of a check since the purchase was originally made with a prepaid debit card which the system is unable to issue credit back toFor*** records the first transaction number is*** for $and the second transaction is *** for $*** will receive the checks in the mail within seven to ten business days from the date that the refund was processed which was on March 26, We hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould *** have any questions or concerns, she may contact Online Solutions via email at ***In the interim, we have noted*** concerns and respectfully ask to have this matter closed, pending her receipt of the refund checks
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
March 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
We have received *** *** rebuttal and apologize for any confusion. Should *** *** next repair not fix his issue, he will contact myself, *** *** at *** or *** and I will replace his refrigerator. The replacement would not be done through our protection agreements office but rather our Better Business officeThat being said, because we have provided *** *** with contact information per his request, we have closed his 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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:I do not agree with there statement that they place bold print that you are not buying from SearsSears charged my CC and Sears refunded my money after they discovered their errorWhen I called they offered me a $ gift card for there mistakeWhile I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issuesIn the fine print it state sold by and now the same blower is back on the site for over $like I stated in the first place BAIT and SWITCH
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:They have promised for months to fix this I have gotten this promise from multiple representatives of SEARS This is why I contacted the Revdex.com There is no excuse for how long this is taking Like I said, somehow they can change my return and exchange status of the order but not that I picked it up It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix I am always told that it will be fixed and yet it still is not If this supposedly has no effect on my account, then just make the order itself disappear or fix it
Sincerely,
*** ***
November 5, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.We would first like to apologize for the
inconvenience
*** *** experienced with the order he placed with Third Party Merchant,
*** *** *** ** *** *** *** *** *** Phoenix ** *** Sears Online made several attempts to reach the merchant by telephone ***
and email *** with no responseTherefore, the Sears Online Manager made the decision to have
the refund processed on November 3, Accordingly, a refund of $was
processed and issued back to *** *** *** account ending in ***For *** *** records the refund sales receipt number is *** *** ***
credit should post to his account within to business daysIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:There was no way for me to get the items I ordered and installed for the price I was givenThe manager would not honor the price they charged and I was told in order to get what I ordered it would cost about $
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Contrary to Sears' response, It was not a two step process Both units were picked up by the same Sears installers on February My credit card received the single refund on March As of this evening no additional refund has been added I will consider the matter closed only when all refunds have been posted to my credit card At that point I will consider it closed but Sear's performance even then does not rate the A+ rating given by BBS
Sincerely,
*** ***
November
24, 2015RevDex.com*** *** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611*** *** *** ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear
*** ***Thank
you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your
inquiry
concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernWe are always willing to go the extra mile in
order to provide our customers with satisfactionWe strive to respond
accordingly to all requests in a fair and reasonable mannerPursuant
to *** ***’s request we returned to his home on November 9th and
adjusted the seal kit in his showerDuring this visit we confirmed that due to
the natural shape of the window the kit will not be perfectly straight*** *** is aware of this and that it is related to the construction of the home
and not our installationWe understand that delays and missed appointments can
lead to dissatisfaction and aggravationAs a gesture of customer service we
have offered *** *** a Sears gift card, which he has acceptedAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * ***, or via email at *** *** *** *** ***
*** *** *** *** *** *** ***
Complaint: 1***I am rejecting this response because:
We are now approaching close to months and Sears has not resolved this issue because Sears does not want to take responsibility for the conduct of their employee. No one has contacted me asking me to bring in the vehicleI have tried to return the phone call I received from Brian *** but he does not return the messages eitherSears should be refunding my money and paying for another company to fix their mistake. Also I am contacting a couple of friends who both have *** *** here in Central Ohio, and I believe the local *** *** to resolve this issue. That way no one else will be mistreated, have inappropriate repair to their vehicle, and they will not have to wait almost two months or longer for the situation to be rectified
Sincerely,*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded the entire installation fee that I paidThank you for your help in resolving this matter
Initial Business Response /* (1000, 5, 2015/01/08) */
January 8,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding a rebate
We have spoken with *** in regard to this issueEven though we have no record of a rebate as the sale apparently took place almost years ago, we offered to send a $gift card in the interest of customer satisfaction and he acceptedWe ask that *** allow 7-business days for the arrival of his gift card
We apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
November 5,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** Dear *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his
water heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersThis is especially true in more remote areas such as
where *** *** livesThat said, we do try to expedite service if at all
possible in situations where a consumer’s water supply may be affected, but it
is not always possibleWe want to assure *** *** that his concerns have been
heard and they will be forwarded to the appropriate parties According to our
records, *** *** spoke with our customer service agents on at least two occasions
regarding this issue and they offered to provide him with a $gift card as
well as purchase an additional months of coverage on his behalf for the water
heater as a courtesy*** *** accepted both offersOur service database
reflects that the installation of the parts needed to resolve this issue is scheduled
for Monday, November 9, We will be sure to make sure that this service is
monitored to ensure that it goes as plannedIn the future, we would like to
suggest that *** *** drain and flush his tank at least once every
months like the manufacturer recommends since it seems that at least part of his
issue could have been prevented had this been doneIn 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.Sincerely,*** *** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a washer purchased from the Sears Outlet in Tucker*** ***
has been in contact with *** *** and informed her that Sears woulf be picking up the washer on Friday, April 15, Once the washer has been returned to the warehouse the store will process the refundThat said, it is important to note that a credit to a credit card will post to the account within 3-days of processingIf I can be of any additional assistance, *** *** grandson has my contact information in his emailSince we will be picking up the washer and processing a full refund, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to his refrigeratorPer the
terms and conditions of the Master Protection Agreement that covers *** *** refrigerator, we have approved the refrigerator’s replacementAll *** *** needs to do is go to her local Sears and select a new fridgeI have identified that Sears item #*** as a comparable replacement for *** *** current refrigeratorSears will cover delivery of the new unit and haul away of the old unitIt is our understanding that *** *** from our local service unit has given *** *** the contact number for our service contracts office so he can discuss his request for food loss reimbursement Since we have abided by the terms and conditions of the MPA, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
April 20,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** ***
complaint regarding the problems he encountered with the delivery of his refrigerator and his allegation that the delivery damaged his floor during the deliveriesUpon receipt of *** *** complaint we reached out to Delivery Recovery Specialist *** *** to assist with his complaint*** *** contacted *** *** and they discussed his concernsShe requested that he forward the pictures of the damage*** *** explained that once she received the photos, she would contact the delivery carrier and request for the damage claim to be reviewed againOn April 20, *** *** conferenced *** *** with our delivery carrier and the damage claim was re-opened and a settlement of $was accepted by both partiesThe $check will be voided and a new check for $will be processed and delivered to the *** *** As for the damaged refrigerator, *** *** offered to process an even exchange and *** *** accepted the offerHowever, *** *** stated that, due to personal issues, she would contact *** *** once she was available for deliveryIn the interim, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ** *** *** issue is not resolved to their satisfaction, they can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we would like to note that the merchandise will not ship until the order has completed the processing stage which was on December 29, *** began the shipping process on January 4, 2016, and the item was delivered on January 5, Sears Online offered a 10% discount which was applied on December 31, Accordingly, a refund of $was applied to Mr*** Shop Your Way Reward account and $was applied to his *** card ending in *** bringing his total discount to $For Mr*** records the sales adjustment receipt number is ***We have documented that this process did not meet Mr*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customer’s needs and our own business objectivesAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr*** 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: sending me a $gift card for the time I wasted on this is a jokeAlso the company still refuses to accept responsibility for its representative and continues to act as if he did nothing wrongSears has lost me as a customer
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Garage Solutions*** ***, Sears Garage Solutions, Quality
Control Manager provided the following response: *** *** was scheduled for Saturday, May 7, 2016, and the call was rescheduled for the 19th If *** *** has any additional concerns, she can contact my office at *** or via email at *** Since we have noted that *** *** appointment has been rescheduled, 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Initial Business Response /* (1000, 8, 2015/04/07) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding damage to a
druer ordered via www.searsoutlet.com
*** *** Sears Outlet District Sales Manager provided the following response:
I have come to an agreement with Mr*** regarding his complaint about his dryerThat said, Sears Outlet will be providing Mr*** with a $sales adjustment as a credit due to the aforementioned dryer issueTypically, a consumer can expect a credit to post to a credit card account within 3-business days of processingIf Mr*** has any additional concerns, my email and contact number are on the email correspondence with himSince we have come to a resolution to Mr***'s complaint, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Complaint: ***
I am rejecting this response because: I agree with the response that this is a system issueBut, I don't agree that nothing can be done "when the registers don't syncKmart/Sears has a ethical and legal duty to fully enforce their written chech cashing policyThe registers and equipment is clearly old and outdatedThe logical requested solution is to provide at least functional register for the store!!! All necessary steps must be taken immediatelyI am being put under unnecessary duress worrying whether I will be publically embarrassed at the store on the line after my check is not cashedThis problem doesn't happen at any NYC banks or check cashing establishments, only KmartFurthermore, the response fails to address compensation for future damages if this situation should occur againAll the enclosed issues,worries,and concerns must be directly addressed on response
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2015/03/30) */
* complaint regarding her recent online order
Contact Name and Title:***
Contact Phone: ***
March 30,
***
***
***
***
***
***
We have completed the investigation of
It is unfortunate that we failed*** expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWith that said, 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 online order she placed, we found that Sears Online Solutions issue a full refund of $in two separate transactionsAccording to Sears Online Solutions the refund was issued in the form of a check since the purchase was originally made with a prepaid debit card which the system is unable to issue credit back toFor*** records the first transaction number is*** for $and the second transaction is *** for $*** will receive the checks in the mail within seven to ten business days from the date that the refund was processed which was on March 26, We hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould *** have any questions or concerns, she may contact Online Solutions via email at ***In the interim, we have noted*** concerns and respectfully ask to have this matter closed, pending her receipt of the refund checks
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
March 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
We have received *** *** rebuttal and apologize for any confusion. Should *** *** next repair not fix his issue, he will contact myself, *** *** at *** or *** and I will replace his refrigerator. The replacement would not be done through our protection agreements office but rather our Better Business officeThat being said, because we have provided *** *** with contact information per his request, we have closed his 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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:I do not agree with there statement that they place bold print that you are not buying from SearsSears charged my CC and Sears refunded my money after they discovered their errorWhen I called they offered me a $ gift card for there mistakeWhile I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issuesIn the fine print it state sold by and now the same blower is back on the site for over $like I stated in the first place BAIT and SWITCH
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:They have promised for months to fix this I have gotten this promise from multiple representatives of SEARS This is why I contacted the Revdex.com There is no excuse for how long this is taking Like I said, somehow they can change my return and exchange status of the order but not that I picked it up It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix I am always told that it will be fixed and yet it still is not If this supposedly has no effect on my account, then just make the order itself disappear or fix it
Sincerely,
*** ***
November 5, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.We would first like to apologize for the
inconvenience
*** *** experienced with the order he placed with Third Party Merchant,
*** *** *** ** *** *** *** *** *** Phoenix ** *** Sears Online made several attempts to reach the merchant by telephone ***
and email *** with no responseTherefore, the Sears Online Manager made the decision to have
the refund processed on November 3, Accordingly, a refund of $was
processed and issued back to *** *** *** account ending in ***For *** *** records the refund sales receipt number is *** *** ***
credit should post to his account within to business daysIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:There was no way for me to get the items I ordered and installed for the price I was givenThe manager would not honor the price they charged and I was told in order to get what I ordered it would cost about $
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Contrary to Sears' response, It was not a two step process Both units were picked up by the same Sears installers on February My credit card received the single refund on March As of this evening no additional refund has been added I will consider the matter closed only when all refunds have been posted to my credit card At that point I will consider it closed but Sear's performance even then does not rate the A+ rating given by BBS
Sincerely,
*** ***
November
24, 2015RevDex.com*** *** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611*** *** *** ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear
*** ***Thank
you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your
inquiry
concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernWe are always willing to go the extra mile in
order to provide our customers with satisfactionWe strive to respond
accordingly to all requests in a fair and reasonable mannerPursuant
to *** ***’s request we returned to his home on November 9th and
adjusted the seal kit in his showerDuring this visit we confirmed that due to
the natural shape of the window the kit will not be perfectly straight*** *** is aware of this and that it is related to the construction of the home
and not our installationWe understand that delays and missed appointments can
lead to dissatisfaction and aggravationAs a gesture of customer service we
have offered *** *** a Sears gift card, which he has acceptedAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * ***, or via email at *** *** *** *** ***
*** *** *** *** *** *** ***
Complaint: 1***I am rejecting this response because:
We are now approaching close to months and Sears has not resolved this issue because Sears does not want to take responsibility for the conduct of their employee. No one has contacted me asking me to bring in the vehicleI have tried to return the phone call I received from Brian *** but he does not return the messages eitherSears should be refunding my money and paying for another company to fix their mistake. Also I am contacting a couple of friends who both have *** *** here in Central Ohio, and I believe the local *** *** to resolve this issue. That way no one else will be mistreated, have inappropriate repair to their vehicle, and they will not have to wait almost two months or longer for the situation to be rectified
Sincerely,*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears refunded the entire installation fee that I paidThank you for your help in resolving this matter
Initial Business Response /* (1000, 5, 2015/01/08) */
January 8,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding a rebate
We have spoken with *** in regard to this issueEven though we have no record of a rebate as the sale apparently took place almost years ago, we offered to send a $gift card in the interest of customer satisfaction and he acceptedWe ask that *** allow 7-business days for the arrival of his gift card
We apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
November 5,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** Dear *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his
water heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersThis is especially true in more remote areas such as
where *** *** livesThat said, we do try to expedite service if at all
possible in situations where a consumer’s water supply may be affected, but it
is not always possibleWe want to assure *** *** that his concerns have been
heard and they will be forwarded to the appropriate parties According to our
records, *** *** spoke with our customer service agents on at least two occasions
regarding this issue and they offered to provide him with a $gift card as
well as purchase an additional months of coverage on his behalf for the water
heater as a courtesy*** *** accepted both offersOur service database
reflects that the installation of the parts needed to resolve this issue is scheduled
for Monday, November 9, We will be sure to make sure that this service is
monitored to ensure that it goes as plannedIn the future, we would like to
suggest that *** *** drain and flush his tank at least once every
months like the manufacturer recommends since it seems that at least part of his
issue could have been prevented had this been doneIn 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.Sincerely,*** *** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a washer purchased from the Sears Outlet in Tucker*** ***
has been in contact with *** *** and informed her that Sears woulf be picking up the washer on Friday, April 15, Once the washer has been returned to the warehouse the store will process the refundThat said, it is important to note that a credit to a credit card will post to the account within 3-days of processingIf I can be of any additional assistance, *** *** grandson has my contact information in his emailSince we will be picking up the washer and processing a full refund, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to his refrigeratorPer the
terms and conditions of the Master Protection Agreement that covers *** *** refrigerator, we have approved the refrigerator’s replacementAll *** *** needs to do is go to her local Sears and select a new fridgeI have identified that Sears item #*** as a comparable replacement for *** *** current refrigeratorSears will cover delivery of the new unit and haul away of the old unitIt is our understanding that *** *** from our local service unit has given *** *** the contact number for our service contracts office so he can discuss his request for food loss reimbursement Since we have abided by the terms and conditions of the MPA, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
April 20,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** ***
complaint regarding the problems he encountered with the delivery of his refrigerator and his allegation that the delivery damaged his floor during the deliveriesUpon receipt of *** *** complaint we reached out to Delivery Recovery Specialist *** *** to assist with his complaint*** *** contacted *** *** and they discussed his concernsShe requested that he forward the pictures of the damage*** *** explained that once she received the photos, she would contact the delivery carrier and request for the damage claim to be reviewed againOn April 20, *** *** conferenced *** *** with our delivery carrier and the damage claim was re-opened and a settlement of $was accepted by both partiesThe $check will be voided and a new check for $will be processed and delivered to the *** *** As for the damaged refrigerator, *** *** offered to process an even exchange and *** *** accepted the offerHowever, *** *** stated that, due to personal issues, she would contact *** *** once she was available for deliveryIn the interim, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ** *** *** issue is not resolved to their satisfaction, they can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we would like to note that the merchandise will not ship until the order has completed the processing stage which was on December 29, *** began the shipping process on January 4, 2016, and the item was delivered on January 5, Sears Online offered a 10% discount which was applied on December 31, Accordingly, a refund of $was applied to Mr*** Shop Your Way Reward account and $was applied to his *** card ending in *** bringing his total discount to $For Mr*** records the sales adjustment receipt number is ***We have documented that this process did not meet Mr*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customer’s needs and our own business objectivesAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr*** 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: sending me a $gift card for the time I wasted on this is a jokeAlso the company still refuses to accept responsibility for its representative and continues to act as if he did nothing wrongSears has lost me as a customer
Sincerely,
*** ***