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 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: ***
I am rejecting this response because: They are disregarding the fact that this refrigerator went out the first time prior to the one year warranty ending and is continuing to have the same problem over and over This last time was past the one year warranty but the first time it went out, when I ask for a replacement, they refused to replace it thenThat isn't abiding by what it stated in the warranty on their website Their warranty said I could have it replaced if I ask and they refused and this was prior to the warranty lapsingAlso, this should still be under the same warranty due to the problem reoccurringThis isn't a new problem it is the same thing happening over and overThis past time I was out of a refrigerator for close to months before it was fixed It is still making the same noise that it did prior to going out all of the previous times, also This was stated when I was called to see if it was now cooling again.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Yes I had to cancel the agreement because IT MADE NO SENSE IN KEEPING IT SINCE SEARS DENIED COVERAGE DUE TO NOT WANTING TO REPLACE THE COOK TOPPLEASE DO YOUR RESEARCH TO WHY AND NOT JUST FOCUS ON THE CANCELLATION SINCE YOU FAILED TO COVER THE COOK TOP DUE TO NO LONGER ITEM AVAILABLETHE TECHNICIAN CLEARLY STATED TO THE SUPERVISOR VIA PHONE CALLI HAVE MULTIPLE PICTURES OF THE CRACK AND COOK TOP IS NOT MISSING ANY GLASS ON IT LIKE SUPERVISOR STATED OVER THE PHONEBOTH TECHNICIAN TOLD SUPERVISOR ON BOTH OCCASION THAT THE COOK TOP PICTURES DID NOT GAVE A TRUE PICTURE OF ITBUT I TOOK A COUPLE OF UP CLOSE PICTURES THAT SUPERVISORY REFUSE FOR ME TO SEND TO HIMIN ADDITION THE COOK TOP HAD STAINS UNDER GLASS AND ALSO REFUSE TO REPLACE BUT ALL BECAUSE THE COOK TOP WAS NO LONGER AVAILABLE
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The issue has not been resolvedWorked for loads yesterday then the same thing happened again....runs but no heatAnother technician and the supervisor are coming out on January 29th now to hopefully resolve this issueNow I'm being told by *** (the representative for Sears) that was helping me that they can't come out every time I run laundry and it breaks and that my dryer is years old and they just don't make them like they used to make them so I probably just need a new dryerA dryer that is years old should not have the same issue and be fixableSomething is causing the same part, thermostat, to go out times in a rowI want to know what is causing that problem to occur over and over and have it fixedI don't need told by *** who is not a technician, and over the phone that I should just get a new dryerIs she giving me the money for a new one! She also told my husband she could have someone else come out or we could just close the door on this problem and get a new oneI don't think any of these comments were too professional.....I'm the consumer I paid for a repair that hasn't been doneYes a part is out but why does it keep going out....just common sense that something else is wrongI'm hoping the next visit is the last and this is finally resolved!
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
November 30, 2015Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Charles J*** # 10887445Dear Ms***:We have completed the investigation of Mr***’s complaint regarding the repair of his treadmillIt is unfortunate that we failed Mr
***’s expectations when he called Sears for service on his treadmill We value Mr***’s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that the repairs were completed on November 20, and is now working as designed. That being said, because we have repaired Mr***’s treadmill, 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,Erica ***Regulatory Complaints Specialist***Erica.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal regarding a refund from SearsAll credits due have been processed back to Ms*** *** card ending in *** As we have informed Ms*** in the past, typically a consumer can expect to see a refund to a credit card post to the account within 3-business daysPer the sales check, Sears has released all of the funds due to Ms*** financial institutionHer financial institution is responsible for processing this refund to her accountMs*** may contact her financial institution for funds availabilityThe breakdown and sales check numbers for the aforementioned charges and credits is as follows: 12/01/sales check *** *** 12/06/sales check *** *** 12/14/sales check *** *** 12/20/sales check *** *** 12/20/sales check *** *** 12/29/sales check *** *** 01/04/sales check *** *** 01/04/sales check *** *** Since we have released the funds due to Ms*** refunding in full for her returned purchase, we respectfully request that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint:
I am rejecting this response because: I never put a deposit on any tires, and didn't sign for the tires that was put on my VanMr*** is a liar he and his colleague know that what occurred was totally against SearsI had my husband on speaker when we both spoke with the desk attendee that was serving me at that time and my husband asked him the price of the tires he quoted the price not once but twice and informed my husband that the cost would be exactSo as far as I'm concern this case is not closed and will not be until there is a satisfied resolution that I will be please with.
Sincerely,
Regina ***
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 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 ***
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: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,
*** ***
(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
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
***
***
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: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,
*** ***
Initial Business Response /* (1000, 8, 2015/01/26) */
Contact Name and Title:***
Contact Email: ***
January 26,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his recent order where the incorrect size was received
Upon receiving*** complaint, we escalated his concerns to ***, Senior Case Manager for Online Services, who states the following:
I am *** your Case Manager and I will be assisting you with your complaint filed with the Revdex.com for orders *** and ***I understand from your complaint that you would like to return the merchandise for a refundI have researched your order and would like to share my findings
Your first order*** was placed on 11/29/for Shirts for the total amount of $You paid $with your Sears Card ending in*** and $with your Shop Your Way Rewards PointsPer *** tracking number *** your order was delivered on 12/05/You stated per your complaint that these items were incorrect and requested to return them
Your second order*** was ordered on 12/05/to replace your first orderThe total of this order was $and was paid with your Sears Card ending in***Per *** tracking number *** this order was delivered on 12/12/These items were incorrect as well and again you requested a return label for these items
We understand your frustration regarding this matterWe would like to resolve this matter as soon as possible for youWith that being said we are going to refund your orders and you can dispose or donate these items to your own discretionWe have processed the refund of your first order in the amount of $to your*** Card and $to your SYWR accountThe sales check for this transaction is ***
Your second order was a total of $but there was a credit of $processed to your account on 12/10/We refunded your second order for the remaining amount of $to your Sears Card ending in***The sales check for this transaction is ***Please confirm with us when these credits reflect your account
These credits should be viewable by your financial institution within 3-business daysPlease contact your financial institution after that period to confirm that the credits have been applied to your accountPlease note that your financial institution may have processing guidelines that may impact the time it takes for the credits to be reflected in your balanceThat being said, because we have addressed *** complaint, we respectfully request 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
***
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,
***
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 *** *** ***
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 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: ***
I am rejecting this response because: They are disregarding the fact that this refrigerator went out the first time prior to the one year warranty ending and is continuing to have the same problem over and over This last time was past the one year warranty but the first time it went out, when I ask for a replacement, they refused to replace it thenThat isn't abiding by what it stated in the warranty on their website Their warranty said I could have it replaced if I ask and they refused and this was prior to the warranty lapsingAlso, this should still be under the same warranty due to the problem reoccurringThis isn't a new problem it is the same thing happening over and overThis past time I was out of a refrigerator for close to months before it was fixed It is still making the same noise that it did prior to going out all of the previous times, also This was stated when I was called to see if it was now cooling again.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Yes I had to cancel the agreement because IT MADE NO SENSE IN KEEPING IT SINCE SEARS DENIED COVERAGE DUE TO NOT WANTING TO REPLACE THE COOK TOPPLEASE DO YOUR RESEARCH TO WHY AND NOT JUST FOCUS ON THE CANCELLATION SINCE YOU FAILED TO COVER THE COOK TOP DUE TO NO LONGER ITEM AVAILABLETHE TECHNICIAN CLEARLY STATED TO THE SUPERVISOR VIA PHONE CALLI HAVE MULTIPLE PICTURES OF THE CRACK AND COOK TOP IS NOT MISSING ANY GLASS ON IT LIKE SUPERVISOR STATED OVER THE PHONEBOTH TECHNICIAN TOLD SUPERVISOR ON BOTH OCCASION THAT THE COOK TOP PICTURES DID NOT GAVE A TRUE PICTURE OF ITBUT I TOOK A COUPLE OF UP CLOSE PICTURES THAT SUPERVISORY REFUSE FOR ME TO SEND TO HIMIN ADDITION THE COOK TOP HAD STAINS UNDER GLASS AND ALSO REFUSE TO REPLACE BUT ALL BECAUSE THE COOK TOP WAS NO LONGER AVAILABLE
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The issue has not been resolvedWorked for loads yesterday then the same thing happened again....runs but no heatAnother technician and the supervisor are coming out on January 29th now to hopefully resolve this issueNow I'm being told by *** (the representative for Sears) that was helping me that they can't come out every time I run laundry and it breaks and that my dryer is years old and they just don't make them like they used to make them so I probably just need a new dryerA dryer that is years old should not have the same issue and be fixableSomething is causing the same part, thermostat, to go out times in a rowI want to know what is causing that problem to occur over and over and have it fixedI don't need told by *** who is not a technician, and over the phone that I should just get a new dryerIs she giving me the money for a new one! She also told my husband she could have someone else come out or we could just close the door on this problem and get a new oneI don't think any of these comments were too professional.....I'm the consumer I paid for a repair that hasn't been doneYes a part is out but why does it keep going out....just common sense that something else is wrongI'm hoping the next visit is the last and this is finally resolved!
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
November 30, 2015Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Charles J*** # 10887445Dear Ms***:We have completed the investigation of Mr***’s complaint regarding the repair of his treadmillIt is unfortunate that we failed Mr
***’s expectations when he called Sears for service on his treadmill We value Mr***’s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that the repairs were completed on November 20, and is now working as designed. That being said, because we have repaired Mr***’s treadmill, 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,Erica ***Regulatory Complaints Specialist***Erica.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal regarding a refund from SearsAll credits due have been processed back to Ms*** *** card ending in *** As we have informed Ms*** in the past, typically a consumer can expect to see a refund to a credit card post to the account within 3-business daysPer the sales check, Sears has released all of the funds due to Ms*** financial institutionHer financial institution is responsible for processing this refund to her accountMs*** may contact her financial institution for funds availabilityThe breakdown and sales check numbers for the aforementioned charges and credits is as follows: 12/01/sales check *** *** 12/06/sales check *** *** 12/14/sales check *** *** 12/20/sales check *** *** 12/20/sales check *** *** 12/29/sales check *** *** 01/04/sales check *** *** 01/04/sales check *** *** Since we have released the funds due to Ms*** refunding in full for her returned purchase, we respectfully request that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint:
I am rejecting this response because: I never put a deposit on any tires, and didn't sign for the tires that was put on my VanMr*** is a liar he and his colleague know that what occurred was totally against SearsI had my husband on speaker when we both spoke with the desk attendee that was serving me at that time and my husband asked him the price of the tires he quoted the price not once but twice and informed my husband that the cost would be exactSo as far as I'm concern this case is not closed and will not be until there is a satisfied resolution that I will be please with.
Sincerely,
Regina ***
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 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 ***
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: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,
*** ***
(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
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
***
***
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: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,
*** ***
Initial Business Response /* (1000, 8, 2015/01/26) */
Contact Name and Title:***
Contact Email: ***
January 26,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his recent order where the incorrect size was received
Upon receiving*** complaint, we escalated his concerns to ***, Senior Case Manager for Online Services, who states the following:
I am *** your Case Manager and I will be assisting you with your complaint filed with the Revdex.com for orders *** and ***I understand from your complaint that you would like to return the merchandise for a refundI have researched your order and would like to share my findings
Your first order*** was placed on 11/29/for Shirts for the total amount of $You paid $with your Sears Card ending in*** and $with your Shop Your Way Rewards PointsPer *** tracking number *** your order was delivered on 12/05/You stated per your complaint that these items were incorrect and requested to return them
Your second order*** was ordered on 12/05/to replace your first orderThe total of this order was $and was paid with your Sears Card ending in***Per *** tracking number *** this order was delivered on 12/12/These items were incorrect as well and again you requested a return label for these items
We understand your frustration regarding this matterWe would like to resolve this matter as soon as possible for youWith that being said we are going to refund your orders and you can dispose or donate these items to your own discretionWe have processed the refund of your first order in the amount of $to your*** Card and $to your SYWR accountThe sales check for this transaction is ***
Your second order was a total of $but there was a credit of $processed to your account on 12/10/We refunded your second order for the remaining amount of $to your Sears Card ending in***The sales check for this transaction is ***Please confirm with us when these credits reflect your account
These credits should be viewable by your financial institution within 3-business daysPlease contact your financial institution after that period to confirm that the credits have been applied to your accountPlease note that your financial institution may have processing guidelines that may impact the time it takes for the credits to be reflected in your balanceThat being said, because we have addressed *** complaint, we respectfully request 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
***
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,
***
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 *** *** ***