February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and request for a
full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr* *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** *** ** ** *** *** *** *** ** *** with a telephone number of (*** *** and email address of ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in his order we found that Mr* *** had previously been in contact with (EMS) Executive Member Support, Sears escalated complaint departmentEMS reached out to the Third Party Marketplace vendor on Mr*** behalfThey found that *** *** *** confirmed they mistakenly shipped the second part of the order to the wrong addressAdditionally, the item is no longer available and therefore the seller is not able to provide the other half of the order any longerAs such, they only option for Mr* *** is to return the order he currently has using the pre-paid return label that was sent to him by the sellerOnce the order is returned, the seller will provide a full refund accordinglyIn closure, since Mr* *** 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
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,*** ***
March 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding her ring, which she claims was left at our store for repair Store Manager *** *** provided the following response: Our Fine Jewelry associate that assisted *** ***, ***, remembers speaking to *** *** about the ring and filling out a preliminary ticket, but once she verbally gave her the possible estimate replace the stones she had missing, she does not proceeding any furtherThere is no record of the ring going into our safe for keeping prior to shipping it out for repairThis leads us to believe that *** *** did not leave her ring for repairs once she heard the possible cost involvedI (Joe) may be reached during business hours at *** *** if *** *** wishes to discuss the matter in a reasonable fashionWhen I tried to address the matter with her previously, she was so aggressive and her speech was so abusive that there was nothing I could doIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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
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:The business has NEVER contacted me as they suggested would happen after delivering the refrigeratorThey continue to make statements and statements that completely contradict their actionsPeople need to know that the customer service department at Sears has no intention of ensuring their customers are completely satisfied. if anyone reads my complaints as it relates to the replacement of my fridge, they will see I laid out factual statements and Sears could not refute any of itThe really sad thing is they never apologized for not being forthcoming and the extensive delayThis was a huge inconvenience for me and they seemed to have no interestI want my experience to be relayed to others so they're forewarned
Sincerely,
*** *** ***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the problems she encountered when ordering her range online, the missing
broiler pan, and the issue with the credits appliedUpon receipt of Ms*** complaint, we reviewed the notes on both online ordersWe apologize that the initial *** range she ordered was cancelledOn January 9, Ms*** placed another online order for a Kenmore range instead which was listed at a higher price than the original *** she had orderedRegrettably, since Ms*** had not received her Sears credit card, the 5% discount could not be applied during the ordering processMs*** was informed that we would apply the 5% discount after the order was completedMs*** placed the order and paid using her *** Card and with Sears Shop Your Way Reward (SYWR) pointsOn January 10, Ms*** contacted Sears and requested the expected time frame for delivery on January 11, Ms*** was informed that the expected delivery date for this order was scheduled for January 12, For customer satisfaction, she was offered an additional 10% discount due to the miscommunication of the delivery date and Ms*** accepted the offerThe range was delivered as expected on January 12, According to our records, we applied the 5% and 10% credits listed above to Ms*** Shop Your Way Reward accountOn January 11, we applied *** and *** for a total of *** SYWR points, which is equivalent to $On January 12, Ms*** used *** ($89.58) of the SWYR points credited on her online order *** towards the purchase of automotive tires from SearsOn January 14, Ms*** reported that the broiler pan was missing when the range was delivered and a request was submitted to have the part shipped to Ms*** We apologize if Ms*** has not received the broiler pan as promisedWe have reached out to our delivery management team and re-ordered the broiler pan to ship direct to Ms*** She should receive it within 2- weeksWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our fileAgain, 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 *** *** ***
*** *** 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 ***
(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
***
*** *** 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 ***
May 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding an air compressor that she states has
failed
Upon receiving *** *** complaint, we escalated his concerns to *** ***, General Manager of unit# *** who discussed his issue. We would like to note that our technician came to *** *** home the following day, April 28, and it was found that the air compressor was being used commercially in a car wash which therefore voids its manufacturers’ warranty. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:Again, Sears is misleading when they sell the plan and service the planI have asked that my washer be replaced as I was told on the phone when scheduling my December appointmentSears will not honor that commitment, so I am asking for a compromise as I would hope the Revdex.com would help facilitate a compromise when a customer is lied to repeatedly and receiving substandard serviceI would like Sears to acknowledge last fall as two closed repairs and an additional repair this spring totaling three
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
For the cancelled order (order # ***, Sears did charge my credit card in the amount of $and I can see this temporary transaction in my online credit card accountAs I called ***, they told me that
this charge has been approved
Therefore, Sears must refund me the $back to my credit card on file immediatelyMeanwhile, I have not received the refund of $in Shop Your Way Reward points and Sears must refund the points now
March 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent purchase
First of all, we want to note that *** *** purchase was made as a lease through a company called *** *** ***) 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 leaseWe have arranged for the mattress to be picked up and a refund minus a restocking fee has been issuedWe realize that *** *** was not happy with the fact that she had to pay a restocking fee, but the mattress was returned not as result of a defect, but simply because she did not like it; therefore, a restocking fee would applyRegardless, any further issues with her lease should be directed to *** Jacquese has been speaking with *** *** and she will follow up as discussed to make sure that the refund has been receivedIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, 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 *** *** ***
January 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding receiving a refund
for his order that was cancelled
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Store General Manager of store# *** Ms*** states that a check was cut for Mr*** on January 1, in the amount of $1,486.51. If the check does not clear within 7-business days, the store will cancel that check and issue another refund at that time. Should Mr*** not receive his check, he can contact Ms*** at *** That being said, because we have addressed Mr*** complaint, 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
***
***
Initial Business Response /* (1000, 10, 2015/04/02) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding a
refrigerator purchased from the Sears Outlet in Greensboro
*** General Manager of the Sears Outlet in Greensboro, provided the following response:
We first would like to apologize to *** for the inconvenience she encountered when the refrigerator purchased from the Sears Outlet failed to coolI have spoken with *** who informed me that the refrigerator has been picked up and returned to our warehouseWe will be processing a full credit back to the *** card ending in ***, the card that was used to pay for the unitTypically a consumer can expect a processed credit to post to the account within 3-business daysIf *** has any additional questions or concerns, I invite her to contact me at the store, I can be reached at 3***At this time, since we have picked up *** refrigerator and have processed her refund, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Complaint: ***
I am rejecting this response because: the reason there was no oil and damage was cause to the engine was do to what happened priorAs I have stated over and over the engine started acting unusually which lead to the blade hitting a rock it has gone over with out incident (at the same cutting height ) many times beforeOil literally leaked all over my garage floor that nightThere has been oil in that engine since day one and at the proper levelsThe issue isn't the oil or the blade hitting the rock it was a problem prior to both of those issues that cause the problems that Sears keeps on hiding behindI have never needed service from Sears in the past and never thought a unit under warranty would be so hard to get coverageI hope that you can see it from my point of view and want to keep a customer.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Per servicing agreement Sears charged me forAir Duct cleaning , which was not completed Air duct sealing , which was not doneSears billed me for services which are not done and over top of it there staff Threatened, damaged my property and lied They should refund the charged completed amount
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears*** *** *** ***, Sears Market Operations Manager, provided the following response: I spoke with Mrs*** regarding the concerns noted in her complaint. She not as upset about the screen door as she was about the refrigerator that was not working correctly and having to wait days to receive the new oneI explained that was a vendor issue and that we had to order the replacement refrigeratorI did offer her a $gift card which she acceptedMs*** was asking for an additional $400-$credit, this is something we are not able to doThe gift card should be received by Ms*** within the next 7-daysThat said we ask that this complaint remain closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
November
3, 2015RevDex.comAttn:
*** ***
North Wabash Ave- Ste2006Chicago,
IL 60611Our
File No: ***Revdex.com
File No: *** ***Via: Revdex.com websiteDear
Ms***With
reference to Ms*** correspondence with your office, please be advised
that I have been attempting to resolve this issue. I did not have anyone available to inspect
Ms*** siding as it was not an emergency situationTherefore, I had
requested Ms*** send me pictures so that I could timely review the
matter. Upon my initial viewing of one of
the pictures it appeared that the bottom portion of Ms*** home that
was not sided was concrete and/or foundation. At that time, I advised Ms*** that we would not side this portion
of the home because it was foundation. Ms*** explained that what I was looking at was not concrete but
instead a piece of woodUnfortunately, that is a problem with pictures as they
are sometimes not very clear I advised
Ms*** that since this piece of wood was not part of the structure of the
home that it could not be sided. Ms
*** advised me that she placed this piece of wood at the bottom of the
house and for this reason it is a part of the house. Again, because a piece of wood is placed on
the house this does not make it a part of the structure of the home. Unfortunately, this issue continues to be a
point of contention wherein Ms*** is under the impression that I am
looking for reasons not to assist her In
fact, it’s quite the oppositeI
reviewed all of the pictures with the original installer and he has advised me that
the areas that were not sided should not have been. I spoke to Ms*** on Thursday and
explained again that the areas in question should not have been sided. Additionally, I offered to provide Ms
*** with a box of siding at no costI also offered to have it delivered
to her home However, Sears will not be
installing the siding as it is not recommended. Homes are built so that there is sufficient air flow underneath them
Ms*** has been made aware that impeding this air flow/ventilation, could
cause issues such as mold and rot Sears
is providing the siding to Ms*** but she is aware that we will not be
responsible for how she uses itMs
*** verbally agreed to accept this offer and I emailed her a written
agreement for her signature That verbal
agreement was made after this rebuttal was postedThis matter is resolved I
respectfully request that you close your file Thank you again for your time, effort and patience
during the investigation process of your complaint If you have any questions or additional concerns,
please contact me directly at *** extension *** or via email at
***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and request for a
full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr* *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** *** ** ** *** *** *** *** ** *** with a telephone number of (*** *** and email address of ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in his order we found that Mr* *** had previously been in contact with (EMS) Executive Member Support, Sears escalated complaint departmentEMS reached out to the Third Party Marketplace vendor on Mr*** behalfThey found that *** *** *** confirmed they mistakenly shipped the second part of the order to the wrong addressAdditionally, the item is no longer available and therefore the seller is not able to provide the other half of the order any longerAs such, they only option for Mr* *** is to return the order he currently has using the pre-paid return label that was sent to him by the sellerOnce the order is returned, the seller will provide a full refund accordinglyIn closure, since Mr* *** 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
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,*** ***
March 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding her ring, which she claims was left at our store for repair Store Manager *** *** provided the following response: Our Fine Jewelry associate that assisted *** ***, ***, remembers speaking to *** *** about the ring and filling out a preliminary ticket, but once she verbally gave her the possible estimate replace the stones she had missing, she does not proceeding any furtherThere is no record of the ring going into our safe for keeping prior to shipping it out for repairThis leads us to believe that *** *** did not leave her ring for repairs once she heard the possible cost involvedI (Joe) may be reached during business hours at *** *** if *** *** wishes to discuss the matter in a reasonable fashionWhen I tried to address the matter with her previously, she was so aggressive and her speech was so abusive that there was nothing I could doIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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
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:The business has NEVER contacted me as they suggested would happen after delivering the refrigeratorThey continue to make statements and statements that completely contradict their actionsPeople need to know that the customer service department at Sears has no intention of ensuring their customers are completely satisfied. if anyone reads my complaints as it relates to the replacement of my fridge, they will see I laid out factual statements and Sears could not refute any of itThe really sad thing is they never apologized for not being forthcoming and the extensive delayThis was a huge inconvenience for me and they seemed to have no interestI want my experience to be relayed to others so they're forewarned
Sincerely,
*** *** ***
February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the problems she encountered when ordering her range online, the missing
broiler pan, and the issue with the credits appliedUpon receipt of Ms*** complaint, we reviewed the notes on both online ordersWe apologize that the initial *** range she ordered was cancelledOn January 9, Ms*** placed another online order for a Kenmore range instead which was listed at a higher price than the original *** she had orderedRegrettably, since Ms*** had not received her Sears credit card, the 5% discount could not be applied during the ordering processMs*** was informed that we would apply the 5% discount after the order was completedMs*** placed the order and paid using her *** Card and with Sears Shop Your Way Reward (SYWR) pointsOn January 10, Ms*** contacted Sears and requested the expected time frame for delivery on January 11, Ms*** was informed that the expected delivery date for this order was scheduled for January 12, For customer satisfaction, she was offered an additional 10% discount due to the miscommunication of the delivery date and Ms*** accepted the offerThe range was delivered as expected on January 12, According to our records, we applied the 5% and 10% credits listed above to Ms*** Shop Your Way Reward accountOn January 11, we applied *** and *** for a total of *** SYWR points, which is equivalent to $On January 12, Ms*** used *** ($89.58) of the SWYR points credited on her online order *** towards the purchase of automotive tires from SearsOn January 14, Ms*** reported that the broiler pan was missing when the range was delivered and a request was submitted to have the part shipped to Ms*** We apologize if Ms*** has not received the broiler pan as promisedWe have reached out to our delivery management team and re-ordered the broiler pan to ship direct to Ms*** She should receive it within 2- weeksWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our fileAgain, 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 *** *** ***
*** *** 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 ***
(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
***
*** *** 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 ***
May 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding an air compressor that she states has
failed
Upon receiving *** *** complaint, we escalated his concerns to *** ***, General Manager of unit# *** who discussed his issue. We would like to note that our technician came to *** *** home the following day, April 28, and it was found that the air compressor was being used commercially in a car wash which therefore voids its manufacturers’ warranty. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:Again, Sears is misleading when they sell the plan and service the planI have asked that my washer be replaced as I was told on the phone when scheduling my December appointmentSears will not honor that commitment, so I am asking for a compromise as I would hope the Revdex.com would help facilitate a compromise when a customer is lied to repeatedly and receiving substandard serviceI would like Sears to acknowledge last fall as two closed repairs and an additional repair this spring totaling three
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
For the cancelled order (order # ***, Sears did charge my credit card in the amount of $and I can see this temporary transaction in my online credit card accountAs I called ***, they told me that
this charge has been approved
Therefore, Sears must refund me the $back to my credit card on file immediatelyMeanwhile, I have not received the refund of $in Shop Your Way Reward points and Sears must refund the points now
March 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent purchase
First of all, we want to note that *** *** purchase was made as a lease through a company called *** *** ***) 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 leaseWe have arranged for the mattress to be picked up and a refund minus a restocking fee has been issuedWe realize that *** *** was not happy with the fact that she had to pay a restocking fee, but the mattress was returned not as result of a defect, but simply because she did not like it; therefore, a restocking fee would applyRegardless, any further issues with her lease should be directed to *** Jacquese has been speaking with *** *** and she will follow up as discussed to make sure that the refund has been receivedIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, 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 *** *** ***
January 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding receiving a refund
for his order that was cancelled
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Store General Manager of store# *** Ms*** states that a check was cut for Mr*** on January 1, in the amount of $1,486.51. If the check does not clear within 7-business days, the store will cancel that check and issue another refund at that time. Should Mr*** not receive his check, he can contact Ms*** at *** That being said, because we have addressed Mr*** complaint, 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
***
***
Initial Business Response /* (1000, 10, 2015/04/02) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding a
refrigerator purchased from the Sears Outlet in Greensboro
*** General Manager of the Sears Outlet in Greensboro, provided the following response:
We first would like to apologize to *** for the inconvenience she encountered when the refrigerator purchased from the Sears Outlet failed to coolI have spoken with *** who informed me that the refrigerator has been picked up and returned to our warehouseWe will be processing a full credit back to the *** card ending in ***, the card that was used to pay for the unitTypically a consumer can expect a processed credit to post to the account within 3-business daysIf *** has any additional questions or concerns, I invite her to contact me at the store, I can be reached at 3***At this time, since we have picked up *** refrigerator and have processed her refund, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Complaint: ***
I am rejecting this response because: the reason there was no oil and damage was cause to the engine was do to what happened priorAs I have stated over and over the engine started acting unusually which lead to the blade hitting a rock it has gone over with out incident (at the same cutting height ) many times beforeOil literally leaked all over my garage floor that nightThere has been oil in that engine since day one and at the proper levelsThe issue isn't the oil or the blade hitting the rock it was a problem prior to both of those issues that cause the problems that Sears keeps on hiding behindI have never needed service from Sears in the past and never thought a unit under warranty would be so hard to get coverageI hope that you can see it from my point of view and want to keep a customer.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Per servicing agreement Sears charged me forAir Duct cleaning , which was not completed Air duct sealing , which was not doneSears billed me for services which are not done and over top of it there staff Threatened, damaged my property and lied They should refund the charged completed amount
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears*** *** *** ***, Sears Market Operations Manager, provided the following response: I spoke with Mrs*** regarding the concerns noted in her complaint. She not as upset about the screen door as she was about the refrigerator that was not working correctly and having to wait days to receive the new oneI explained that was a vendor issue and that we had to order the replacement refrigeratorI did offer her a $gift card which she acceptedMs*** was asking for an additional $400-$credit, this is something we are not able to doThe gift card should be received by Ms*** within the next 7-daysThat said we ask that this complaint remain closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
November
3, 2015RevDex.comAttn:
*** ***
North Wabash Ave- Ste2006Chicago,
IL 60611Our
File No: ***Revdex.com
File No: *** ***Via: Revdex.com websiteDear
Ms***With
reference to Ms*** correspondence with your office, please be advised
that I have been attempting to resolve this issue. I did not have anyone available to inspect
Ms*** siding as it was not an emergency situationTherefore, I had
requested Ms*** send me pictures so that I could timely review the
matter. Upon my initial viewing of one of
the pictures it appeared that the bottom portion of Ms*** home that
was not sided was concrete and/or foundation. At that time, I advised Ms*** that we would not side this portion
of the home because it was foundation. Ms*** explained that what I was looking at was not concrete but
instead a piece of woodUnfortunately, that is a problem with pictures as they
are sometimes not very clear I advised
Ms*** that since this piece of wood was not part of the structure of the
home that it could not be sided. Ms
*** advised me that she placed this piece of wood at the bottom of the
house and for this reason it is a part of the house. Again, because a piece of wood is placed on
the house this does not make it a part of the structure of the home. Unfortunately, this issue continues to be a
point of contention wherein Ms*** is under the impression that I am
looking for reasons not to assist her In
fact, it’s quite the oppositeI
reviewed all of the pictures with the original installer and he has advised me that
the areas that were not sided should not have been. I spoke to Ms*** on Thursday and
explained again that the areas in question should not have been sided. Additionally, I offered to provide Ms
*** with a box of siding at no costI also offered to have it delivered
to her home However, Sears will not be
installing the siding as it is not recommended. Homes are built so that there is sufficient air flow underneath them
Ms*** has been made aware that impeding this air flow/ventilation, could
cause issues such as mold and rot Sears
is providing the siding to Ms*** but she is aware that we will not be
responsible for how she uses itMs
*** verbally agreed to accept this offer and I emailed her a written
agreement for her signature That verbal
agreement was made after this rebuttal was postedThis matter is resolved I
respectfully request that you close your file Thank you again for your time, effort and patience
during the investigation process of your complaint If you have any questions or additional concerns,
please contact me directly at *** extension *** or via email at
***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** ***