Complaint: ***
I am rejecting this response because: The gift card has not yet arrivedI will will wait for the card to arrive before closing this case
Sincerely,
*** ***
February 8, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***: We have completed the investigation of Ms***’s rebuttal to our previous response After receiving Ms***’s follconcerns, a different technician was scheduled to examine her refrigerator. On February 6, 2016, the technician defrosted the water tank and adjusted the settings. It is our understanding that the freezing issues were corrected. If Ms*** has any further questions or concerns she can contact Barbara *** with unit at *** ***. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
April 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with
sears.com customer service and failure to provide a refund for her Sears Purchase Protect plan It is unfortunate that we failed *** *** expectations when she recently purchased a tablet and Sears Purchase Protect plan from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we have pasted the portion of the Sears Purchase Protect plan that may pertain to *** *** situation below, in case she is not yet familiar with it. CANCELLATION AND REFUNDSYou may cancel this Agreement at any time for any reason by bringing this Agreement together with your sales receipt to any Sears retail store in the United StatesWe may cancel this Agreement if you fail to pay, make a material misrepresentation, or substantially breach your duties under this AgreementWe may also cancel this Agreement if the Covered Product does not have a legible model or serial number or is in a disassembled stateIf this Agreement is cancelled within the Sears Store Return policy or prior to the expiration of the manufacturer’s warranty for the Covered Product, excluding warranties covering component parts of the Covered Product, we will refund the total price you paid for this AgreementIf this Agreement is cancelled thereafter during the Term of coverage, we will refund the Total Price allocable to the remainder of the term prorated on a monthly basis for the Covered ProductAny refund will be made in the same form as the original payment of this AgreementUNDER NO CIRCUMSTANCES WHATSOEVER SHALL THE MONETARY RECOVERY EXCEED THE VALUE OF THE TOTAL PRICE YOU PAID FOR THIS AGREEMENT As stated in the Purchase Protect Plan brochure, *** *** may visit www.searspurchaseprotect.com to receive answers to her questions about the plan or visit her local Sears store to request a refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted *** *** comments and provided her with instruction for receiving her preferred resolution 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: Sears sold a lemon appliance and will not make it right nor will Sears honor their warranty
Sincerely,
*** ***
November 23,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** ***
*** *** ***We have completed the investigation of *** *** complaint regarding her dissatisfaction that her refrigerator failed sooner than she
expectedAs clarification, *** *** purchased the refrigerator on August 13, and the manufacturer’s one year warranty expired on September 6, 2012. *** *** mentioned in her complaint that she previously filed a Revdex.com complaint regarding the same issue. We reviewed the case notes and our records indicate that the compressor was replaced on August 30, under the manufacturer’s 5-year sealed system warranty. *** *** reported again on September 18, that the refrigerator continued to have cooling issues. Our technicians were sent on multiple occasions to inspect the refrigerator; however, the diagnostics determined that it was working as designed. Since the issue was an intermittent problem, our tech manager researched and concluded that the control board would need to be replaced. The control board was no longer covered under the manufacturer’s warranty. For customer satisfaction, we offered to cover the part and labor at no cost to *** ***; this has a retail value of over $458. We installed the control board and completed the repair on November 4, 2013.Since that time, we did not receive any complaints from *** *** until this complaint was filed with your agency. We apologize that *** *** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.As far as *** *** request for a refund is concerned, we did not find that this was warranted, particularly since the refrigerator is over four years oldAs this decision is commensurate to the circumstances, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
Complaint: ***
I am rejecting this response because: The facts stated are not true and correctMy salsperson absolutely knew I had Granite Countertops Therefore the part to secure same should have been included since I paid for installation just like I paid for the installation of the microwaveThe sales agreement said nothing about not installing into granite or not, as does the paperwork or the microwaveThe Microwave had holes drilled for it to be secured to my cabinets as a matter of installationI was not asked to drill the holes; nor should I beTherefore both were sold and I paid extra for the InstallationI appreciate the gift card and it certainly did not work in the morni g until I notified Sears, then it mysteriously workedI did try to use it three timesTwo using *** *** and One using *** ***It did not work
Sincerely,
*** ***
November 3, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** * *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding several recent orders
In regard to order number ***, it seems there was
an inventory errorwe strive to provide our Sears.com customers with accurate
information, including pricing, availability, and product description on all
products available on Sears.comWe do try to keep our internal inventory
numbers as accurate as possible to avoid disappointing our customers, yet there
is always a chance when an online order is placed that stock may not be
available to ship. Should we discover
that we do not have enough stock to fill all the orders that have been placed,
as happened in *** *** case, we have no other recourse than to cancel
the sale since the merchandise is no longer available. When this happens, an email is automatically
generated to inform our customers about their orders. We can only apologize that *** *** never
apparently received this communicationAs far as the other two orders
are concerned, our site is setup to prevent consumers living in Hawaii from ordering
these types of items because they cannot be shipped thereUpon review, we were
able to determine that a system error allowed *** *** to place his order when
he should not have been able to do soThe issue has since been resolvedIt is unfortunate that *** *** has experienced these issues with his ordersWe strive to fulfill all
of our orders as accurately and efficiently as possibleHowever, with thousands
of orders being placed daily, the possibility for error existsWe want to let
*** *** know that we appreciate his patronage and as a gesture of our
gratitude, we are willing to provide him with a 25% discount off another order
placed through Sears or a gift card for $If *** *** wishes to
accept either offer, I may be reached via email during business hours at
*** Again, we apologize to *** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed On January 8, 2016, the technician returned to Mr*** home to install the parts that were previously ordered; completing the repair. *** *** Customer Advocate with *** spoke with Mrs*** after the repair and she confirmed that the dryer was working properlyAs a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a request for a reimbursement check to help compensate Mr*** for the laundry expenses he may have incurred while waiting for the repair to be completed. A check request for $was submitted on January 12, 2016, and should be received by Mr*** within the next two weeks In summary, since we have completed the repair to Mr*** dryer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Feel I need to be compensated for the trips that had to be made to repair the machine I was told that the representative would call me back, because I was I unavailable due to a death in the family I never received a call back from the representative I misplaced her phone number so I could not call her back I do not have any faith that this washer will continue to work without problems Still would like to get a more expensive washer and pay the difference between the one I bought and a new one
Sincerely,
*** ***
January 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator and his request for a
replacement First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, we found that Mr*** was approved for replacement. However, our office determined that the authorized amount should be increased from $2,to $3,An email was sent to Mr*** on January 18, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on June 10, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - *** ** ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's complaint, which was referred to our office for
response
Although it appears that Ms*** was assisted by Sears Parts Direct and a refund was issued on September 26, 2015, we have forwarded this matter to the appropriate Sears unit for further investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
*** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a recent purchase As clarification, stainless steel is always more expensive than a standard colored applianceHowever, it seems that Mr*** could have been lead to believe there would be no additional cost to him for the new itemWe would like to apologize to Mr*** for any misunderstandingThat said, a credit has been issued for $and it should reflect within 3-business daysIn light of the aforementioned information, 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: I don't see any new informationIt is the exact same messageThe date isn't even updatedWhich shows just how lazy Sears is.
Sincerely,
*** ***
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * ***
*** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his ** Range To
clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage It is unfortunate that *** *** ** Range did not live up to his expectations but since *** *** is outside the day return period we are unable to refund his the purchase of the ** range*** *** will need to follow the manufactures warranty regarding service with ** which is on page of his owner’s manualSince we have explained why we are not able to refund *** *** ** Range as he request we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that she has not received her refund for the return...
of the treadmill. Upon receipt of [redacted] complaint we researched and confirmed that the treadmill was returned on March 13, 2016 and the refund was issued on March 16, 2016. Our records indicate that [redacted] contacted the store on March 13, 2016 and again March 15, 2016 to check the status of her refund. [redacted] was informed that she would receive the refund within 7 – 10 business days. [redacted] called our delivery customer service team on March 23, 2016 to inquire about her refund and since she was still within the 7-10 business day time frame; she was provided the same information. On March 25, 2016 [redacted] contacted our Customer Solutions team and was informed that the refund had been issued on March 16, 2016. As clarification, a refund is issued in the form of the initial payment. Since [redacted] paid with a debit card, it is considered a cash payment and the refund was issued via a bank check and mailed to the address listed on this complaint. We apologize if [redacted] was not informed by the store associate that the refund would be issued in the form of a bank check. If [redacted] has not received the refund check before the end of the day on March 29, 2016, she can contact her case manager [redacted] for further research. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
** [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and...
wrong television model; and the problems she encountered when she attempted to return the item.
Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart Store [redacted] to assist with [redacted] concern. [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refund. As clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the box. Our sales associate discovered that the serial numbers did not match and declined [redacted] request for a refund. We instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund.
As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full price. Therefore, the box was sealed when sold. With that being said, Ms. Russell's request for a refund has been denied. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to Ms. Russell and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding their online order experience and non-receipt of a...
full refund. We would first like to apologize for any inconvenience [redacted] may have experienced. We can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund in the form of gift cards. Additionally, Online confirmed on April 5, 2016, that the correct amount had been issued and recently used on April 4, 2016, on Kmart.com. With that said, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Should [redacted] have any further questions or concerns, they may contact me via email at [redacted] In the interim, we have noted [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
a recent order. It appears that there are things that should not have happened here. First of all, it looks like there was an inventory error and the decanter was not in stock. If such an error occurs, the store that was shipping the item should not have accepted the order for shipping, but it seems they did mistakenly. A shipping label was also created, leading us to believe that the item was in stock, and we thought there was simply a delay for some reason, which is why we asked Mr. [redacted] to wait initially. This also delayed his refund. According to my records, an agent spoke with Mr. [redacted] on January 2, 2016 and he offered to place an order for the same item with a $10.00 discount applied, but then he discovered that there were none in stock at all. He then offered to apply the $10.00 discount on a new order, but Mr. [redacted] told him he wanted to look around. I want to stress that our chat associates do not receive any sort of compensation if they assist a consumer with placing an order for a higher priced item. We do not engage in using “bait and switch” tactics. If something is not in stock, our associates are there to make suggestions if a consumer still needs an item. When the associate told Mr. [redacted] he could see things that were not evident on the site, he may have been right. Sometimes our inventory systems the agents use are more up to date than what is listed online. I want to take the time to sincerely apologize to Mr. [redacted]. His patronage is appreciated and it is regrettable that this interaction gave him an unfavorable opinion of our processes. I can assure Mr. [redacted] that we will address the errors noted above in order that any further such occurrences may be averted. I did see that Mr. [redacted] had placed a new order for a decanter that was $5.00 more than the one he had originally ordered. Since he used Shop Your Way Rewards points entirely to pay for that order, I can only issue a credit in that tender, but I am willing to add $15.00 worth of points to his account as a courtesy. I have extended this offer twice to Mr. [redacted] via email, but there has been no response. Should Mr. [redacted] wish to accept, my email address again is [redacted] or he may reply to the previously mentioned email. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding her online order and request for a...
replacement. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]’s case, the order was fulfilled by [redacted] located at [redacted] Their alternate address is [redacted] The merchant can be reached via email at [redacted] or by telephone at ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 SITE. Returns 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 policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We apologize for any inconvenience [redacted] experienced with this order. After reviewing the notes in the order, it is our understanding that the merchant would be shipping the item to [redacted]. In closure, should [redacted] have any questions regarding the order she may contact the Third Party Marketplace Vendor directly. As 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:
It is interesting that [redacted] acknowledges and brushes off the lie that she was caught in by simply stating “[redacted] is correct”.She now states that her technicians lied to me about the known manufacturing defect. Quite frankly I trust the technicians who service these bikes every day over her, an admitted liar, who sits behind a desk “investigating” complaints and rebuttals.[redacted] refers to and quotes a section from page 25 of “his (my) owner’s manual”.The identical manuals that came with both the original bike and the what [redacted] calls a courtesy replacement bike have only 23 numbered pages and her quoted section does not exist. The manuals are titled “[redacted]”I did find a manual online from [redacted] titled “[redacted]” that has 40 pages. On page 24 (not page 25 as she states), the disclaimer that [redacted] refers to does exist. But the section is discussing factors that might influence the ability of the sensors to detect a heart rate signal at all. It IS detecting my heart rate, it’s just inaccurately reporting it at 2+ times the true rate. The manual is clearly a revision to what came with my bike (the lowercase letter “i” added after the 270 and the significant increase in the # of pages). I strongly suspect the additional disclaimer she refers to was added after a plethora of complaints to [redacted] regarding the Contact Heart Rate Monitor.If [redacted] did her homework with a little [redacted] she would have found other consumers having the same issue that my recumbent bike has. Yes I have 2 sources confirming the known defect, other consumers and Sears service technicians.[redacted] states “The manufacture indicates that if the heart rate monitor is inaccurate to use a chest strap to accurately monitor the heart rate”. I find no such statement in the manual I have or the revised [redacted]i manual I found online. [redacted] continues to infer that the contact heart rate issue is with my body chemistry. It is not! I found no one, myself, family members or Sears service technicians where it has shown an accurate reading.[redacted] fails to mention that in the manual she refers to, that the manufacture warns “If you have a pacemaker or other implanted electronic device, consult your doctor before using a wireless chest strap or other telemetric heart rate monitor”. Clearly the contact heart rate monitor is the preferred option. I have a [redacted] treadmill where its contact heart rate monitor works perfectly with my body chemistry. Perhaps a compromise is in order.I would be more than happy to return the unwanted, unsolicited, unused and sealed chest strap that Sears provided in exchange for its retail value. As I previously pointed out, I have a compatible chest strap that came with another piece of exercise equipment. The searspartsdirect web site shows the [redacted] that I received selling for $90.34. I expect in addition to that a refund of $34.14 for my Master Protection Agreement which has been proven worthless in resolving this issue. Sincerely,
[redacted]
Complaint: ***
I am rejecting this response because: The gift card has not yet arrivedI will will wait for the card to arrive before closing this case
Sincerely,
*** ***
February 8, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***: We have completed the investigation of Ms***’s rebuttal to our previous response After receiving Ms***’s follconcerns, a different technician was scheduled to examine her refrigerator. On February 6, 2016, the technician defrosted the water tank and adjusted the settings. It is our understanding that the freezing issues were corrected. If Ms*** has any further questions or concerns she can contact Barbara *** with unit at *** ***. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
April 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with
sears.com customer service and failure to provide a refund for her Sears Purchase Protect plan It is unfortunate that we failed *** *** expectations when she recently purchased a tablet and Sears Purchase Protect plan from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we have pasted the portion of the Sears Purchase Protect plan that may pertain to *** *** situation below, in case she is not yet familiar with it. CANCELLATION AND REFUNDSYou may cancel this Agreement at any time for any reason by bringing this Agreement together with your sales receipt to any Sears retail store in the United StatesWe may cancel this Agreement if you fail to pay, make a material misrepresentation, or substantially breach your duties under this AgreementWe may also cancel this Agreement if the Covered Product does not have a legible model or serial number or is in a disassembled stateIf this Agreement is cancelled within the Sears Store Return policy or prior to the expiration of the manufacturer’s warranty for the Covered Product, excluding warranties covering component parts of the Covered Product, we will refund the total price you paid for this AgreementIf this Agreement is cancelled thereafter during the Term of coverage, we will refund the Total Price allocable to the remainder of the term prorated on a monthly basis for the Covered ProductAny refund will be made in the same form as the original payment of this AgreementUNDER NO CIRCUMSTANCES WHATSOEVER SHALL THE MONETARY RECOVERY EXCEED THE VALUE OF THE TOTAL PRICE YOU PAID FOR THIS AGREEMENT As stated in the Purchase Protect Plan brochure, *** *** may visit www.searspurchaseprotect.com to receive answers to her questions about the plan or visit her local Sears store to request a refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted *** *** comments and provided her with instruction for receiving her preferred resolution 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: Sears sold a lemon appliance and will not make it right nor will Sears honor their warranty
Sincerely,
*** ***
November 23,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** ***
*** *** ***We have completed the investigation of *** *** complaint regarding her dissatisfaction that her refrigerator failed sooner than she
expectedAs clarification, *** *** purchased the refrigerator on August 13, and the manufacturer’s one year warranty expired on September 6, 2012. *** *** mentioned in her complaint that she previously filed a Revdex.com complaint regarding the same issue. We reviewed the case notes and our records indicate that the compressor was replaced on August 30, under the manufacturer’s 5-year sealed system warranty. *** *** reported again on September 18, that the refrigerator continued to have cooling issues. Our technicians were sent on multiple occasions to inspect the refrigerator; however, the diagnostics determined that it was working as designed. Since the issue was an intermittent problem, our tech manager researched and concluded that the control board would need to be replaced. The control board was no longer covered under the manufacturer’s warranty. For customer satisfaction, we offered to cover the part and labor at no cost to *** ***; this has a retail value of over $458. We installed the control board and completed the repair on November 4, 2013.Since that time, we did not receive any complaints from *** *** until this complaint was filed with your agency. We apologize that *** *** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.As far as *** *** request for a refund is concerned, we did not find that this was warranted, particularly since the refrigerator is over four years oldAs this decision is commensurate to the circumstances, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
Complaint: ***
I am rejecting this response because: The facts stated are not true and correctMy salsperson absolutely knew I had Granite Countertops Therefore the part to secure same should have been included since I paid for installation just like I paid for the installation of the microwaveThe sales agreement said nothing about not installing into granite or not, as does the paperwork or the microwaveThe Microwave had holes drilled for it to be secured to my cabinets as a matter of installationI was not asked to drill the holes; nor should I beTherefore both were sold and I paid extra for the InstallationI appreciate the gift card and it certainly did not work in the morni g until I notified Sears, then it mysteriously workedI did try to use it three timesTwo using *** *** and One using *** ***It did not work
Sincerely,
*** ***
November 3, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** * *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding several recent orders
In regard to order number ***, it seems there was
an inventory errorwe strive to provide our Sears.com customers with accurate
information, including pricing, availability, and product description on all
products available on Sears.comWe do try to keep our internal inventory
numbers as accurate as possible to avoid disappointing our customers, yet there
is always a chance when an online order is placed that stock may not be
available to ship. Should we discover
that we do not have enough stock to fill all the orders that have been placed,
as happened in *** *** case, we have no other recourse than to cancel
the sale since the merchandise is no longer available. When this happens, an email is automatically
generated to inform our customers about their orders. We can only apologize that *** *** never
apparently received this communicationAs far as the other two orders
are concerned, our site is setup to prevent consumers living in Hawaii from ordering
these types of items because they cannot be shipped thereUpon review, we were
able to determine that a system error allowed *** *** to place his order when
he should not have been able to do soThe issue has since been resolvedIt is unfortunate that *** *** has experienced these issues with his ordersWe strive to fulfill all
of our orders as accurately and efficiently as possibleHowever, with thousands
of orders being placed daily, the possibility for error existsWe want to let
*** *** know that we appreciate his patronage and as a gesture of our
gratitude, we are willing to provide him with a 25% discount off another order
placed through Sears or a gift card for $If *** *** wishes to
accept either offer, I may be reached via email during business hours at
*** Again, we apologize to *** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** *** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed On January 8, 2016, the technician returned to Mr*** home to install the parts that were previously ordered; completing the repair. *** *** Customer Advocate with *** spoke with Mrs*** after the repair and she confirmed that the dryer was working properlyAs a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a request for a reimbursement check to help compensate Mr*** for the laundry expenses he may have incurred while waiting for the repair to be completed. A check request for $was submitted on January 12, 2016, and should be received by Mr*** within the next two weeks In summary, since we have completed the repair to Mr*** dryer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Feel I need to be compensated for the trips that had to be made to repair the machine I was told that the representative would call me back, because I was I unavailable due to a death in the family I never received a call back from the representative I misplaced her phone number so I could not call her back I do not have any faith that this washer will continue to work without problems Still would like to get a more expensive washer and pay the difference between the one I bought and a new one
Sincerely,
*** ***
January 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator and his request for a
replacement First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, we found that Mr*** was approved for replacement. However, our office determined that the authorized amount should be increased from $2,to $3,An email was sent to Mr*** on January 18, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on June 10, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - *** ** ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's complaint, which was referred to our office for
response
Although it appears that Ms*** was assisted by Sears Parts Direct and a refund was issued on September 26, 2015, we have forwarded this matter to the appropriate Sears unit for further investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
*** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a recent purchase As clarification, stainless steel is always more expensive than a standard colored applianceHowever, it seems that Mr*** could have been lead to believe there would be no additional cost to him for the new itemWe would like to apologize to Mr*** for any misunderstandingThat said, a credit has been issued for $and it should reflect within 3-business daysIn light of the aforementioned information, 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: I don't see any new informationIt is the exact same messageThe date isn't even updatedWhich shows just how lazy Sears is.
Sincerely,
*** ***
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * ***
*** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his ** Range To
clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage It is unfortunate that *** *** ** Range did not live up to his expectations but since *** *** is outside the day return period we are unable to refund his the purchase of the ** range*** *** will need to follow the manufactures warranty regarding service with ** which is on page of his owner’s manualSince we have explained why we are not able to refund *** *** ** Range as he request we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that she has not received her refund for the return...
of the treadmill. Upon receipt of [redacted] complaint we researched and confirmed that the treadmill was returned on March 13, 2016 and the refund was issued on March 16, 2016. Our records indicate that [redacted] contacted the store on March 13, 2016 and again March 15, 2016 to check the status of her refund. [redacted] was informed that she would receive the refund within 7 – 10 business days. [redacted] called our delivery customer service team on March 23, 2016 to inquire about her refund and since she was still within the 7-10 business day time frame; she was provided the same information. On March 25, 2016 [redacted] contacted our Customer Solutions team and was informed that the refund had been issued on March 16, 2016. As clarification, a refund is issued in the form of the initial payment. Since [redacted] paid with a debit card, it is considered a cash payment and the refund was issued via a bank check and mailed to the address listed on this complaint. We apologize if [redacted] was not informed by the store associate that the refund would be issued in the form of a bank check. If [redacted] has not received the refund check before the end of the day on March 29, 2016, she can contact her case manager [redacted] for further research. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
** [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and...
wrong television model; and the problems she encountered when she attempted to return the item.
Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart Store [redacted] to assist with [redacted] concern. [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refund. As clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the box. Our sales associate discovered that the serial numbers did not match and declined [redacted] request for a refund. We instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund.
As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full price. Therefore, the box was sealed when sold. With that being said, Ms. Russell's request for a refund has been denied. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to Ms. Russell and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding their online order experience and non-receipt of a...
full refund. We would first like to apologize for any inconvenience [redacted] may have experienced. We can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund in the form of gift cards. Additionally, Online confirmed on April 5, 2016, that the correct amount had been issued and recently used on April 4, 2016, on Kmart.com. With that said, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Should [redacted] have any further questions or concerns, they may contact me via email at [redacted] In the interim, we have noted [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
a recent order. It appears that there are things that should not have happened here. First of all, it looks like there was an inventory error and the decanter was not in stock. If such an error occurs, the store that was shipping the item should not have accepted the order for shipping, but it seems they did mistakenly. A shipping label was also created, leading us to believe that the item was in stock, and we thought there was simply a delay for some reason, which is why we asked Mr. [redacted] to wait initially. This also delayed his refund. According to my records, an agent spoke with Mr. [redacted] on January 2, 2016 and he offered to place an order for the same item with a $10.00 discount applied, but then he discovered that there were none in stock at all. He then offered to apply the $10.00 discount on a new order, but Mr. [redacted] told him he wanted to look around. I want to stress that our chat associates do not receive any sort of compensation if they assist a consumer with placing an order for a higher priced item. We do not engage in using “bait and switch” tactics. If something is not in stock, our associates are there to make suggestions if a consumer still needs an item. When the associate told Mr. [redacted] he could see things that were not evident on the site, he may have been right. Sometimes our inventory systems the agents use are more up to date than what is listed online. I want to take the time to sincerely apologize to Mr. [redacted]. His patronage is appreciated and it is regrettable that this interaction gave him an unfavorable opinion of our processes. I can assure Mr. [redacted] that we will address the errors noted above in order that any further such occurrences may be averted. I did see that Mr. [redacted] had placed a new order for a decanter that was $5.00 more than the one he had originally ordered. Since he used Shop Your Way Rewards points entirely to pay for that order, I can only issue a credit in that tender, but I am willing to add $15.00 worth of points to his account as a courtesy. I have extended this offer twice to Mr. [redacted] via email, but there has been no response. Should Mr. [redacted] wish to accept, my email address again is [redacted] or he may reply to the previously mentioned email. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding her online order and request for a...
replacement. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]’s case, the order was fulfilled by [redacted] located at [redacted] Their alternate address is [redacted] The merchant can be reached via email at [redacted] or by telephone at ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 SITE. Returns 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 policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We apologize for any inconvenience [redacted] experienced with this order. After reviewing the notes in the order, it is our understanding that the merchant would be shipping the item to [redacted]. In closure, should [redacted] have any questions regarding the order she may contact the Third Party Marketplace Vendor directly. As 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:
It is interesting that [redacted] acknowledges and brushes off the lie that she was caught in by simply stating “[redacted] is correct”.She now states that her technicians lied to me about the known manufacturing defect. Quite frankly I trust the technicians who service these bikes every day over her, an admitted liar, who sits behind a desk “investigating” complaints and rebuttals.[redacted] refers to and quotes a section from page 25 of “his (my) owner’s manual”.The identical manuals that came with both the original bike and the what [redacted] calls a courtesy replacement bike have only 23 numbered pages and her quoted section does not exist. The manuals are titled “[redacted]”I did find a manual online from [redacted] titled “[redacted]” that has 40 pages. On page 24 (not page 25 as she states), the disclaimer that [redacted] refers to does exist. But the section is discussing factors that might influence the ability of the sensors to detect a heart rate signal at all. It IS detecting my heart rate, it’s just inaccurately reporting it at 2+ times the true rate. The manual is clearly a revision to what came with my bike (the lowercase letter “i” added after the 270 and the significant increase in the # of pages). I strongly suspect the additional disclaimer she refers to was added after a plethora of complaints to [redacted] regarding the Contact Heart Rate Monitor.If [redacted] did her homework with a little [redacted] she would have found other consumers having the same issue that my recumbent bike has. Yes I have 2 sources confirming the known defect, other consumers and Sears service technicians.[redacted] states “The manufacture indicates that if the heart rate monitor is inaccurate to use a chest strap to accurately monitor the heart rate”. I find no such statement in the manual I have or the revised [redacted]i manual I found online. [redacted] continues to infer that the contact heart rate issue is with my body chemistry. It is not! I found no one, myself, family members or Sears service technicians where it has shown an accurate reading.[redacted] fails to mention that in the manual she refers to, that the manufacture warns “If you have a pacemaker or other implanted electronic device, consult your doctor before using a wireless chest strap or other telemetric heart rate monitor”. Clearly the contact heart rate monitor is the preferred option. I have a [redacted] treadmill where its contact heart rate monitor works perfectly with my body chemistry. Perhaps a compromise is in order.I would be more than happy to return the unwanted, unsolicited, unused and sealed chest strap that Sears provided in exchange for its retail value. As I previously pointed out, I have a compatible chest strap that came with another piece of exercise equipment. The searspartsdirect web site shows the [redacted] that I received selling for $90.34. I expect in addition to that a refund of $34.14 for my Master Protection Agreement which has been proven worthless in resolving this issue. Sincerely,
[redacted]