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
***
Nita ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: Ron L *** #Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a range
delivered on November 27, Eleni
Colon, Sears Delivery Solutions,
Support Specialist provided the following
response:On
Monday, December 14, 2015, I had the pleasure of speaking to Mr***
regarding this unfortunate situationIn the end it was agreed that Sears would
pick up the non-functional range on Thursday, December 17th, and have
it returned to the warehouseOnce the range is checked in, the Sears in Jensen
Beach will process a refund back to Mr***’s Sears MasterCard that was used
to complete the purchaseTypically a refund from a returned appliance will
post to the account within days of the item being picked upWe truly
apologize to Mr*** for the inconvenience noted in his complaintIf Mr
*** has any additional questions regarding the aforementioned resolution, he
can contact me at 888/848-extSince we have noted our response to
Mr***’s complaint, we ask that this complaint be closedWe 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,Adam
***Regulatory
Claims SpecialistSears
Holdings CorporationAdam.***@searshc.com
January 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction that we will not honor the $price protection
discount she alleges was promised on her online orderAs clarification, Sears does have a Price Protection Policy that states “If an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the difference.” According to our records Ms*** placed her online order on November 19, and contacted our online customer service on December 13, to request a discount because the price of the item had reducedMs*** was informed that she did not qualify for the Price Protection refund and her request was deniedMs*** contacted us again on December 18, to check the status of the refund and was informed that her request had been deniedThe associate reviewed the previous Chat note and noted that there was no documentation that Ms*** had been offered the $refund or a couponThe online associate reached out to management for approval for the non-qualifying discount, and it was approvedHowever, the chat was disconnected and the associate was unable to complete the processAs a good-will gesture, on January 14, we issued Ms*** Shop Your Way Reward Points to her account; equivalent to $With that being said, since we have provided Ms*** with her requested resolution, 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 *** *** ***
Complaint:
I am rejecting this response because:When they were here to replace the cooktop on our stove last Friday, they found something else wrong with one of the burners and had to order a part for it, which arrived earlier this week, and they were supposed to come today to install it It is now pm and they have been a NO CALL/NO SHOW I have been sitting here ALL DAY waiting for them and they didn't even so much as call This is COMPLETELY ACCEPTABLE and downright unprofessional I expect to be compensated for the hours between am and pm that I sat here waiting and had to have a friend pick up my husband from the hospital today, who had open heart surgery on Monday, so that I could be here for these people
Sincerely,
Johanna ***
Initial Business Response /* (1000, 13, 2015/01/13) */
Contact Name and Title: ***
Contact Phone: ***
January 13,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the refund for his online order that he cancelled
We apologized to*** for the delay in the refund process and that we failed to meet his expectationsWe researched the order and found that it had been cancelled; however, the refund was not processing correctlyThis is not a common issue, and to resolve the matter, on January 8, we processed a bank check for $that was mailed to the billing address listed on the order*** should receive the check within business daysIf he does not receive the refund check, he can contact me at *** or email me at ***With that being said, we respectfully ask that this matter be closed, since the requested resolution has been provided
Again, we apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
December 2, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding their recent online orders and non-receipt of the delivery.After
researching the online orders that were recently
placed, we found that a *** tracer had been issuedWhile *** records show that
both orders were delivered, Sears issued a refundOn November 29, 2015, a full
refund was issued for order number *** under return receipt number
***Additionally, on November 28, 2015, a full refund was issued
for order number *** under return receipt number ***
Unfortunately, we are unable to issue reimbursement for the difference paid at
another retailerWe apologize and can assure that *** *** concerns
have been forwarded to management for reviewIn the interim, since a full
refund has been credited back to the cardholders *** account ending in ***
for both orders, we 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 concernsSincerely, *** *** *** *** *** ***
Complaint:
I am rejecting this response because:Sears should be doing a better job in the auto center and ensure people's cars are safeAlso Sears shouldn't lie about things like trying to call me and dollar refundThe last complaint Sears stated in it that they were going to issue the refundI guess the next step will be to protest and tell the news and papers about the unsafe work that they do to everyone walking into the camp hill auto centerIf Sears can't handle doing their jobs they should not do themAnd the best part for Sears is that I did not crash due to their actions or they would be having a bigger issue on their handsWorst company ever and I would never recommend Sears to anyone everNext will be a call to radio, news and papers over this issue
Sincerely,
Mark ***
Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Araceli GGartner Dear MsVirghes: We have completed our investigation of *** *** complaint regarding her washer Service was completed on *** ***
washer on March 21, 2016, the drain hose was replaced and it is our understanding that the washer is now working correctly at this timeSince the washer has been repaired as per the terms and conditions of the master protection agreement we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected and
his allegation that he should be reimbursed under his state’s implied warranty lawAs clarification* *** *** purchased his dishwasher on September 16, and the manufacturer’s one year warranty expired on September 18, Our records indicate that *** *** did not report any issues with the dishwasher until November 17, 2015; three years after the original purchase date*** *** requested service because his dishwasher was leaking and our technician found that the pump needed to be replaced*** *** approved the estimate and the repair was completed on November 20, *** *** called again on December 21, and reported that the engine (motor) had burntSince Sears has a 90-day service guarantee, we scheduled for the technician to return and assess the dishwasher at no additional chargeOn December 24, our technician found that the control panel and a wire harness was the problem; not related to the initial leak issue or pump replacement completed in November Our technician provided *** *** an estimate for the repair, which he declinedEven though the issue was not related to initial repair, we did not charge *** *** a service trip fee for the return visitOn January 12, we received a letter from *** *** requesting a refund of the service completed on November 20, and also partial reimbursement for the dishwasherWe contacted *** *** and informed him that his request for partial reimbursement of the dishwasher was deniedSince we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and FitnessWe also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacementHowever, in order to appease *** ***, we offered him a $reimbursement on the service and he declined the offerSince we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 10,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Mr*** complaint regarding his carpet cleaner
Upon receipt of Mr***
complaint, we found that Ms*** had previously been contacted by the repair unit with the information that the repairs cost exceeded the cost of the carpet cleanerThe *** were contacted by the repair unit with this information and offered a replacement under their Master Protection AgreementMs*** accepted this replacement
In his complaint Mr*** requested a refund of all the monies he has paid in the past years for the Master Protection Agreements on the six appliances he currently has coveredThis would equal an amount of approximately $We do not feel this is a fair and equitable resolution for a carpet cleaner worth approximately $therefore will not honor this request
While explaining this to The ***, Ms*** stated she was experiencing heating issues with her range and requested a replacementSince our records show that there had not been a recent service for this issue, in fact the last service regarding the range not cooking evenly was in October I informed her that we would have a service technician come out to diagnosis the range and repair itOur service technician did find that there was a faulty ignitor switch and this part was replaced on April 7th Ms*** confirmed that her range was working properly on April 8th We offered to provide The *** with a year Master Protection Agreement at no cost that we purchased on their behalf to start once their current MPA ends on January 17th 2017; this has a retail value of $Ms*** accepted this offer
Since we have addressed The *** issues, replaced the carpet cleaner and repaired their range as well as explained why their requested resolution of a refund for $was not honored and as it was our understanding that the resolution proposed met with their approval, we have closed our file
We apologize to The *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Initial Business Response /* (1000, 5, 2015/01/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
January 28,
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
*** # *** - *** ***
*** ***
***
We have completed the investigation of *** ***'s complaint regarding her dissatisfaction with the multiple service calls on the dishwasher and her request for a replacement
Before going further, we would like to note that *** *** initially purchased a Smart Service Agreement that only entitled her to a replacement if the unit was deemed unrepairable or if the regular retail price of a repair exceeded $During the coverage period, she did not meet the criteria for a replacementThe Smart Service Agreement expired on October 18, and she was then sold a Master Protection Agreement (MPA)The MPA coverage became effective on October 18, The MPA entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched *** ***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement
We can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dishwasherOn January 28, 2014, we contacted *** *** and provided her the authorization information and instructions for the replacementSince we did provide *** *** with her desired resolution, we ask to have this matter closed
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
*** ***
*** *** ***
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am very happy that they have agreed to replace the dishwasher, the allowance given was $The only *** dishwasher that was available at Sears was $I appreciate the fact that it is being replaced, however, we did have to pay the difference for a similar dishwasherAccording to the salesman, there were sales for Martin Luther King week, however, those sale prices were no longer valid
Final Business Response /* (4000, 9, 2015/02/03) */
February 3,
***
***
***
***
*** *** *** ***
***
We have completed the investigation of *** ***'s rebuttal regarding her dissatisfaction with the amount authorized for the replacement of her *** dishwasher
We contacted *** *** and apologized that she was not able to find a comparable model dishwasher at her local Sears store that was within the authorized amountShe was also disappointed that the current holiday sales were no longer available, which would have provided a larger selection to choose from within the authorized amountWe informed *** *** that the stores are limited to their display models due to space availabilityWe explained to *** *** that the comparable *** model that was previously provided to her is currently priced for the authorized amount*** *** stated that she did not want another *** and had selected a *** model insteadFor customer satisfaction, I offered to split the difference in price and she accepted the offerA credit in the amount of $was processed today, and should post to *** ***'s account within 3-business daysIn the interim, since it was our understanding in speaking to *** *** that the reimbursement is a resolution that met with her approval, we have closed our file
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,
***
***
***
***
***
April
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** * ***
Dear Ms* ***
We have completed the investigation of Ms*** rebuttal to the response we previously sent
After reviewing Ms*** response, we called and left a message requesting a call back to determine what exactly she is needing our delivery drivers complete due to no informing them of any issues when the exchange was completedWe received a call from Ms*** on April advising us she no longer is requesting any additional assistanceSince we have confirmed from Ms*** that she no longer needs any assistance, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
***
Complaint: ***
I am rejecting this response because: I received monies back & will not be ordering any more products from kmart.com They be lucky to get business from me in storethanks Revdex.com
Sincerely,
*** ***
Complaint: 1***
I am rejecting this response because: If the washer broke or stopped functioning, it is a warranty issueWe will agree with Sears to go through warranty pathBut for this case, we did buy a completed washer from SearsSears did not deliver a completed itemIt missed key part to keep the machine as a whole pieceSears must take care of it and send us a completed washer as the sales contract
Sincerely,
*** **
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Naren ***#Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears and the delivery of appliancesAna ***, Service Recovery from
Sears Delivery Solutions provided the following response: Our records indicate that delivery was supposed to take place in April of however per the notes “The House Wasn’t Ready”, notated on 4/6/ On 4/13/another customer request to reschedule as “House not ready.” This continued until January 4, until the house was readyOn Saturday, February 6, 2016, Sears Delivery Solutions delivered the washer, dryer and stacking kitRegarding the range, we found that Ms*** was offered 200,shop your way reward points (SYWR), which she acceptedSince we have noted that the delivery has been completed and Ms*** has accepted the aforementioned SYWR points, we ask 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation ***@searshc.com
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ***
Dear Ms* *** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our
customer service and partial-receipt of her kmart.com order It is unfortunate that we failed Mrs*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund was issued for the missing item on December 7, 2015. Our records indicate that Mrs***s spoke with kmart.com agents the following day and asked to receive free installation for a range as compensation for the missing second item from her order. Unfortunately, we were unable to honor this request, since installation is an unrelated service Sears offers through contracted professionals. However, Mrs***s was offered a discount of $off the range as an apology, but she declined. With that having been said, our associate did offer and note within our system that Mrs***s would be offered the microwave oven at the sale price with an additional $off to compensate for the coupon code she used on the original order if she decided to replace her order, but as of today’s date she has not called kmart.com back to do so Therefore, at this time, we can only reiterate that we truly regret any inconvenience Mrs***s may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs*** comments and an equitable resolution has been proposed 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 *** *** *** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding her microwaveAfter our senior technician’s report and
service we are moving forward with a replacement under the manufactures warrantyAlthough we were unable to identify exactly the reason why *** *** microwave was malfunctioning we felt for customer satisfaction reasons the best option was to replace her microwave*** *** has been informed of the decision and at this time we are waiting the completion of the approval process and *** *** has been provided with contact numbers if she is still in need for assistance or has any questionsSince it was our understanding that this resolution met with *** *** approval, we have closed our fileWe apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** rebuttal regarding Sears Home Services and repairs to her washer*** *** has a case with our customer solutions office where she was offered $for laundry reimbursementOur office has processed a bank check in the amount of $which should be received by *** *** in the next 10-daysIt is important to note that laundry reimbursement is a benefit provided to consumers who have a protection agreement covering their washer*** *** washer is not covered by a protection agreement, she is covered under the manufacturer’s warranty which does not provide for laundry reimbursementWe do value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure *** *** that her concerns have been forwarded to management of the *** Sears Outlet, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has our their reputation upon, but we would understand if this is not possibleSince *** *** has had her washer exchanged, 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 ***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mrs*** rebuttal regarding a comforter set she purchased
from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have 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 searchMarketplace 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 For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. However, when Mrs*** informed us that she did not receive the correct item, we attempted to contact the seller on her behalf. The seller replied but asked that Mrs*** supply a picture of the comforter she received. It does not appear that Mrs*** provided a picture of the item sent to her and/or the seller did not reply or their response was slow after receiving it. As an apology for the seller’s error and lack of communication, we have processed refund amounts of $and $24.99, to reimburse Mrs*** for her purchase price of $115.09. The refund is expected to be applied to her account within business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs*** comments and the requested resolution has been providedWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Duct CleaningSpecifically, *** *** is claiming she
purchased a two-year warranty on her blower/motor cleaningPrior to receiving *** *** complaint from your agency, we addressed her concerns through the *** *** *** *** We investigated the matter and responded to the *** *** accordingly. The *** *** subsequently closed the case in February of 2016. Although the response we provided was not the resolution *** *** requested, the *** *** felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances. Therefore, we will provide your agency with the same information we provided the *** *** of *** Upon receiving *** *** complaint, we contacted Ikea *** with Sears Duct Cleaning for assistance. *** *** confirmed that *** *** was not sold a two-year warranty as such a warranty is not available for sale through Sears Duct Cleaning. Furthermore, she pointed out that the confusion may lie with the invoice. Upon initial examination of the invoice, it appears that “yr” is noted next to the words blower/motor; however, when the invoice was enlarged, it became clear that the notation is actually an x followed by the initials *** We have included that portion of the invoice; enlarged, so that the details are clearer. The same x and initials are located again on the invoice, but about an inch below the first x and initials. We apologize for any confusion that *** *** may have experienced, but the charges on the invoice are solely for the cleaning provided and not an additional warrantyWith that said, as a one-time customer courtesy, *** *** offered to schedule *** *** a second duct cleaning at no charge. If *** *** were to accept this offer, she would have had to schedule an appointment with *** *** by March 3, 2016; otherwise, the offer would become null and void. *** *** did not schedule a subsequent appointment, so no further accommodations will be forthcoming. With that said, since we have confirmed that *** *** was not sold a warranty and explained the notations on her invoice, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist Enclosure
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
***
Nita ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: Ron L *** #Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a range
delivered on November 27, Eleni
Colon, Sears Delivery Solutions,
Support Specialist provided the following
response:On
Monday, December 14, 2015, I had the pleasure of speaking to Mr***
regarding this unfortunate situationIn the end it was agreed that Sears would
pick up the non-functional range on Thursday, December 17th, and have
it returned to the warehouseOnce the range is checked in, the Sears in Jensen
Beach will process a refund back to Mr***’s Sears MasterCard that was used
to complete the purchaseTypically a refund from a returned appliance will
post to the account within days of the item being picked upWe truly
apologize to Mr*** for the inconvenience noted in his complaintIf Mr
*** has any additional questions regarding the aforementioned resolution, he
can contact me at 888/848-extSince we have noted our response to
Mr***’s complaint, we ask that this complaint be closedWe 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,Adam
***Regulatory
Claims SpecialistSears
Holdings CorporationAdam.***@searshc.com
January 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction that we will not honor the $price protection
discount she alleges was promised on her online orderAs clarification, Sears does have a Price Protection Policy that states “If an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the difference.” According to our records Ms*** placed her online order on November 19, and contacted our online customer service on December 13, to request a discount because the price of the item had reducedMs*** was informed that she did not qualify for the Price Protection refund and her request was deniedMs*** contacted us again on December 18, to check the status of the refund and was informed that her request had been deniedThe associate reviewed the previous Chat note and noted that there was no documentation that Ms*** had been offered the $refund or a couponThe online associate reached out to management for approval for the non-qualifying discount, and it was approvedHowever, the chat was disconnected and the associate was unable to complete the processAs a good-will gesture, on January 14, we issued Ms*** Shop Your Way Reward Points to her account; equivalent to $With that being said, since we have provided Ms*** with her requested resolution, 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 *** *** ***
Complaint:
I am rejecting this response because:When they were here to replace the cooktop on our stove last Friday, they found something else wrong with one of the burners and had to order a part for it, which arrived earlier this week, and they were supposed to come today to install it It is now pm and they have been a NO CALL/NO SHOW I have been sitting here ALL DAY waiting for them and they didn't even so much as call This is COMPLETELY ACCEPTABLE and downright unprofessional I expect to be compensated for the hours between am and pm that I sat here waiting and had to have a friend pick up my husband from the hospital today, who had open heart surgery on Monday, so that I could be here for these people
Sincerely,
Johanna ***
Initial Business Response /* (1000, 13, 2015/01/13) */
Contact Name and Title: ***
Contact Phone: ***
January 13,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the refund for his online order that he cancelled
We apologized to*** for the delay in the refund process and that we failed to meet his expectationsWe researched the order and found that it had been cancelled; however, the refund was not processing correctlyThis is not a common issue, and to resolve the matter, on January 8, we processed a bank check for $that was mailed to the billing address listed on the order*** should receive the check within business daysIf he does not receive the refund check, he can contact me at *** or email me at ***With that being said, we respectfully ask that this matter be closed, since the requested resolution has been provided
Again, we apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
***
December 2, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding their recent online orders and non-receipt of the delivery.After
researching the online orders that were recently
placed, we found that a *** tracer had been issuedWhile *** records show that
both orders were delivered, Sears issued a refundOn November 29, 2015, a full
refund was issued for order number *** under return receipt number
***Additionally, on November 28, 2015, a full refund was issued
for order number *** under return receipt number ***
Unfortunately, we are unable to issue reimbursement for the difference paid at
another retailerWe apologize and can assure that *** *** concerns
have been forwarded to management for reviewIn the interim, since a full
refund has been credited back to the cardholders *** account ending in ***
for both orders, we 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 concernsSincerely, *** *** *** *** *** ***
Complaint:
I am rejecting this response because:Sears should be doing a better job in the auto center and ensure people's cars are safeAlso Sears shouldn't lie about things like trying to call me and dollar refundThe last complaint Sears stated in it that they were going to issue the refundI guess the next step will be to protest and tell the news and papers about the unsafe work that they do to everyone walking into the camp hill auto centerIf Sears can't handle doing their jobs they should not do themAnd the best part for Sears is that I did not crash due to their actions or they would be having a bigger issue on their handsWorst company ever and I would never recommend Sears to anyone everNext will be a call to radio, news and papers over this issue
Sincerely,
Mark ***
Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Araceli GGartner Dear MsVirghes: We have completed our investigation of *** *** complaint regarding her washer Service was completed on *** ***
washer on March 21, 2016, the drain hose was replaced and it is our understanding that the washer is now working correctly at this timeSince the washer has been repaired as per the terms and conditions of the master protection agreement we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected and
his allegation that he should be reimbursed under his state’s implied warranty lawAs clarification* *** *** purchased his dishwasher on September 16, and the manufacturer’s one year warranty expired on September 18, Our records indicate that *** *** did not report any issues with the dishwasher until November 17, 2015; three years after the original purchase date*** *** requested service because his dishwasher was leaking and our technician found that the pump needed to be replaced*** *** approved the estimate and the repair was completed on November 20, *** *** called again on December 21, and reported that the engine (motor) had burntSince Sears has a 90-day service guarantee, we scheduled for the technician to return and assess the dishwasher at no additional chargeOn December 24, our technician found that the control panel and a wire harness was the problem; not related to the initial leak issue or pump replacement completed in November Our technician provided *** *** an estimate for the repair, which he declinedEven though the issue was not related to initial repair, we did not charge *** *** a service trip fee for the return visitOn January 12, we received a letter from *** *** requesting a refund of the service completed on November 20, and also partial reimbursement for the dishwasherWe contacted *** *** and informed him that his request for partial reimbursement of the dishwasher was deniedSince we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and FitnessWe also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacementHowever, in order to appease *** ***, we offered him a $reimbursement on the service and he declined the offerSince we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 10,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Mr*** complaint regarding his carpet cleaner
Upon receipt of Mr***
complaint, we found that Ms*** had previously been contacted by the repair unit with the information that the repairs cost exceeded the cost of the carpet cleanerThe *** were contacted by the repair unit with this information and offered a replacement under their Master Protection AgreementMs*** accepted this replacement
In his complaint Mr*** requested a refund of all the monies he has paid in the past years for the Master Protection Agreements on the six appliances he currently has coveredThis would equal an amount of approximately $We do not feel this is a fair and equitable resolution for a carpet cleaner worth approximately $therefore will not honor this request
While explaining this to The ***, Ms*** stated she was experiencing heating issues with her range and requested a replacementSince our records show that there had not been a recent service for this issue, in fact the last service regarding the range not cooking evenly was in October I informed her that we would have a service technician come out to diagnosis the range and repair itOur service technician did find that there was a faulty ignitor switch and this part was replaced on April 7th Ms*** confirmed that her range was working properly on April 8th We offered to provide The *** with a year Master Protection Agreement at no cost that we purchased on their behalf to start once their current MPA ends on January 17th 2017; this has a retail value of $Ms*** accepted this offer
Since we have addressed The *** issues, replaced the carpet cleaner and repaired their range as well as explained why their requested resolution of a refund for $was not honored and as it was our understanding that the resolution proposed met with their approval, we have closed our file
We apologize to The *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Initial Business Response /* (1000, 5, 2015/01/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
January 28,
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
*** # *** - *** ***
*** ***
***
We have completed the investigation of *** ***'s complaint regarding her dissatisfaction with the multiple service calls on the dishwasher and her request for a replacement
Before going further, we would like to note that *** *** initially purchased a Smart Service Agreement that only entitled her to a replacement if the unit was deemed unrepairable or if the regular retail price of a repair exceeded $During the coverage period, she did not meet the criteria for a replacementThe Smart Service Agreement expired on October 18, and she was then sold a Master Protection Agreement (MPA)The MPA coverage became effective on October 18, The MPA entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched *** ***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement
We can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dishwasherOn January 28, 2014, we contacted *** *** and provided her the authorization information and instructions for the replacementSince we did provide *** *** with her desired resolution, we ask to have this matter closed
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
*** ***
*** *** ***
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am very happy that they have agreed to replace the dishwasher, the allowance given was $The only *** dishwasher that was available at Sears was $I appreciate the fact that it is being replaced, however, we did have to pay the difference for a similar dishwasherAccording to the salesman, there were sales for Martin Luther King week, however, those sale prices were no longer valid
Final Business Response /* (4000, 9, 2015/02/03) */
February 3,
***
***
***
***
*** *** *** ***
***
We have completed the investigation of *** ***'s rebuttal regarding her dissatisfaction with the amount authorized for the replacement of her *** dishwasher
We contacted *** *** and apologized that she was not able to find a comparable model dishwasher at her local Sears store that was within the authorized amountShe was also disappointed that the current holiday sales were no longer available, which would have provided a larger selection to choose from within the authorized amountWe informed *** *** that the stores are limited to their display models due to space availabilityWe explained to *** *** that the comparable *** model that was previously provided to her is currently priced for the authorized amount*** *** stated that she did not want another *** and had selected a *** model insteadFor customer satisfaction, I offered to split the difference in price and she accepted the offerA credit in the amount of $was processed today, and should post to *** ***'s account within 3-business daysIn the interim, since it was our understanding in speaking to *** *** that the reimbursement is a resolution that met with her approval, we have closed our file
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,
***
***
***
***
***
April
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** * ***
Dear Ms* ***
We have completed the investigation of Ms*** rebuttal to the response we previously sent
After reviewing Ms*** response, we called and left a message requesting a call back to determine what exactly she is needing our delivery drivers complete due to no informing them of any issues when the exchange was completedWe received a call from Ms*** on April advising us she no longer is requesting any additional assistanceSince we have confirmed from Ms*** that she no longer needs any assistance, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
***
Complaint: ***
I am rejecting this response because: I received monies back & will not be ordering any more products from kmart.com They be lucky to get business from me in storethanks Revdex.com
Sincerely,
*** ***
Complaint: 1***
I am rejecting this response because: If the washer broke or stopped functioning, it is a warranty issueWe will agree with Sears to go through warranty pathBut for this case, we did buy a completed washer from SearsSears did not deliver a completed itemIt missed key part to keep the machine as a whole pieceSears must take care of it and send us a completed washer as the sales contract
Sincerely,
*** **
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Naren ***#Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears and the delivery of appliancesAna ***, Service Recovery from
Sears Delivery Solutions provided the following response: Our records indicate that delivery was supposed to take place in April of however per the notes “The House Wasn’t Ready”, notated on 4/6/ On 4/13/another customer request to reschedule as “House not ready.” This continued until January 4, until the house was readyOn Saturday, February 6, 2016, Sears Delivery Solutions delivered the washer, dryer and stacking kitRegarding the range, we found that Ms*** was offered 200,shop your way reward points (SYWR), which she acceptedSince we have noted that the delivery has been completed and Ms*** has accepted the aforementioned SYWR points, we ask 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation ***@searshc.com
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ***
Dear Ms* *** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our
customer service and partial-receipt of her kmart.com order It is unfortunate that we failed Mrs*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund was issued for the missing item on December 7, 2015. Our records indicate that Mrs***s spoke with kmart.com agents the following day and asked to receive free installation for a range as compensation for the missing second item from her order. Unfortunately, we were unable to honor this request, since installation is an unrelated service Sears offers through contracted professionals. However, Mrs***s was offered a discount of $off the range as an apology, but she declined. With that having been said, our associate did offer and note within our system that Mrs***s would be offered the microwave oven at the sale price with an additional $off to compensate for the coupon code she used on the original order if she decided to replace her order, but as of today’s date she has not called kmart.com back to do so Therefore, at this time, we can only reiterate that we truly regret any inconvenience Mrs***s may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs*** comments and an equitable resolution has been proposed 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 *** *** *** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding her microwaveAfter our senior technician’s report and
service we are moving forward with a replacement under the manufactures warrantyAlthough we were unable to identify exactly the reason why *** *** microwave was malfunctioning we felt for customer satisfaction reasons the best option was to replace her microwave*** *** has been informed of the decision and at this time we are waiting the completion of the approval process and *** *** has been provided with contact numbers if she is still in need for assistance or has any questionsSince it was our understanding that this resolution met with *** *** approval, we have closed our fileWe apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** rebuttal regarding Sears Home Services and repairs to her washer*** *** has a case with our customer solutions office where she was offered $for laundry reimbursementOur office has processed a bank check in the amount of $which should be received by *** *** in the next 10-daysIt is important to note that laundry reimbursement is a benefit provided to consumers who have a protection agreement covering their washer*** *** washer is not covered by a protection agreement, she is covered under the manufacturer’s warranty which does not provide for laundry reimbursementWe do value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure *** *** that her concerns have been forwarded to management of the *** Sears Outlet, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has our their reputation upon, but we would understand if this is not possibleSince *** *** has had her washer exchanged, 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 ***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mrs*** rebuttal regarding a comforter set she purchased
from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have 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 searchMarketplace 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 For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. However, when Mrs*** informed us that she did not receive the correct item, we attempted to contact the seller on her behalf. The seller replied but asked that Mrs*** supply a picture of the comforter she received. It does not appear that Mrs*** provided a picture of the item sent to her and/or the seller did not reply or their response was slow after receiving it. As an apology for the seller’s error and lack of communication, we have processed refund amounts of $and $24.99, to reimburse Mrs*** for her purchase price of $115.09. The refund is expected to be applied to her account within business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs*** comments and the requested resolution has been providedWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Duct CleaningSpecifically, *** *** is claiming she
purchased a two-year warranty on her blower/motor cleaningPrior to receiving *** *** complaint from your agency, we addressed her concerns through the *** *** *** *** We investigated the matter and responded to the *** *** accordingly. The *** *** subsequently closed the case in February of 2016. Although the response we provided was not the resolution *** *** requested, the *** *** felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances. Therefore, we will provide your agency with the same information we provided the *** *** of *** Upon receiving *** *** complaint, we contacted Ikea *** with Sears Duct Cleaning for assistance. *** *** confirmed that *** *** was not sold a two-year warranty as such a warranty is not available for sale through Sears Duct Cleaning. Furthermore, she pointed out that the confusion may lie with the invoice. Upon initial examination of the invoice, it appears that “yr” is noted next to the words blower/motor; however, when the invoice was enlarged, it became clear that the notation is actually an x followed by the initials *** We have included that portion of the invoice; enlarged, so that the details are clearer. The same x and initials are located again on the invoice, but about an inch below the first x and initials. We apologize for any confusion that *** *** may have experienced, but the charges on the invoice are solely for the cleaning provided and not an additional warrantyWith that said, as a one-time customer courtesy, *** *** offered to schedule *** *** a second duct cleaning at no charge. If *** *** were to accept this offer, she would have had to schedule an appointment with *** *** by March 3, 2016; otherwise, the offer would become null and void. *** *** did not schedule a subsequent appointment, so no further accommodations will be forthcoming. With that said, since we have confirmed that *** *** was not sold a warranty and explained the notations on her invoice, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist Enclosure