December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957261– Christopher [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of his refrigerator. We have received Mr....
[redacted]’s complaint and apologize for any miscommunications with regards to being rescheduled for service. There was an apparent issue with the address which caused the repair to be rescheduled. The issue has since been resolved and per our service records, repair was completed on December 2, 2015 and the refrigerator is now working as designed. While we do not refund customers for time lost, we do value Mr. [redacted]’s patronage and have therefore processed a gift card in the amount of $100.00 as a one-time customer courtesy. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed Mr. [redacted]’s complaint and his refrigerator is now in working order, we have closed our file.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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
November 11, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]s complaint
regarding his dissatisfaction with his recent online order experience and...
non-receipt
of his refunds for the returned orders.We would first like to apologize for any inconvenience
[redacted] experienced with his recent purchases. We appreciate the feedback that
he has provided so that we can improve on our process and forwarded his
concerns to management so that we may avoid these issues from happening in the
future. Additionally, we verified that order number [redacted] was returned via
[redacted] and had our Shop Your Way Reward department issue a refund of $19.98 back
to his account. A refund of $22.50 was refunded back to his Shop Your Way
Reward account for the return of his order number [redacted]. Finally, a refund
of $0.01 was refunded to his [redacted] card ending in [redacted] under return
receipt number [redacted] As a gesture of goodwill we issued a $20.00 gift
card for the guarantees that were not honored by the local stores. We hope that
in the future he will allow us an opportunity to provide him with a more
seamless example of the type of customer service that we have built our
reputation upon. [redacted] can expect to receive the gift card in the mail
within 10 to 12 business days. In the interim, since an equitable resolution
has been provided, 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 concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
March 24, 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 with the delay in receiving the gift card she was offered...
due to the problems she encountered with the exchange of her treadmill. Upon receipt of [redacted] complaint we researched and discovered that the $200 gift card was processed on March 8, 2016. However, due to a system glitch it was listed in pending status and it had not been released. On March 23, 2016 we manually processed the gift card and [redacted] should receive it via email within 48 hours. 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]
Complaint: [redacted]
I am rejecting this response because:
I was told by a sore employee since the mower went up in price of $299 that it would be an even exchange.
Sincerely,
[redacted]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of M[redacted] rebuttal regarding his dissatisfaction that his dishwasher failed sooner than he expected and is requesting covered repair.We have received M[redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received and is requesting his repair to be covered, we are unable to grant his request. The fact remains that [redacted]i is not covered under the 90 day service guarantee as it was deemed by our technician that the issue is with the drain pump and not the diverter. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In M[redacted] case we do apologize that we failed his expectations, but the repair of his dishwasher will be done at his expense and our decision is final. Again, we apologize to [redacted]i 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 Complaints Specialist[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2014/12/29) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
December 29, 2014
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to[redacted] regarding his order [redacted]. According to the tracking number, UPS attempted to pick up the cooler for a return but was unable to reach anyone at the residence. As such, we have decided to issue a refund and asked that[redacted] dispose of the unit at his discretion. Accordingly, we issued a refund of $302.39 to his[redacted]Card account ending in [redacted]. For his records the return sales receipt number is [redacted].
This credit should be viewable by his financial establishment within 3-5 business days.[redacted] may contact his financial establishment after that period to confirm that the credit has been applied to his account. It should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balance. In the interim, we have noted [redacted] 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.
[redacted]
[redacted]
[redacted]
[redacted]
November 5, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and his...
request
for replacement tires.It is unfortunate that we failed [redacted]
expectations when he recently visited our Sears Auto Center. We value his
patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns
have been forwarded to management for review.
With that having been said, it is important to clarify that tire
warranties are not a guarantee of mileage, nor do they offer free replacement
after the first 25% of the tread life has been used. This is an industry standard, not a Sears
interpretation. Neither Sears nor its
competitors claim that tires will indeed last the length of the manufacturer’s mileage
warranty for every customer. A lack of
proper vehicle maintenance is possibly the foremost cause of irregular or
premature tire wear. However, factors
such as vehicle type and maintenance, driving and braking habits, terrain and
weather conditions can all affect the life of any tire; therefore, making them
last longer for one customer than they might for another. It is for this reason that [redacted], and
every customer, is asked about tire rotation, alignment and other types of vehicle
maintenance that may or may not have been performed if uneven wear is noticed
by our technicians. The “warranty” that [redacted] seems to refer to in his
letter, specifically states that Sears will offer a credit toward the purchase
of a new tire when tread depth is reduced to 2/32 inch or less, as measured
across the entire width of the tread, prior to the expiration of the Mileage
Warranty. Every Sears Auto Center
invoice provides the full terms of this
warranty, the Tread Wearout Limited Warranty, and we have pasted the full terms
and exclusions below, in case [redacted] is not familiar with them:Tread Wearout Limited Warranty. If the front of this invoice
indicates that the tire you purchased is warranted for a specified number of
miles (the “Mileage Warranty”), and the tread depth, as measured across
the entire width of the tread, is reduced to 2/32 inch or less prior to
expiration of the Mileage Warranty, we will give you a credit toward the
purchase of a new tire. The amount of
your credit will be determined by multiply the percentage of remaining mileage
on the Mileage Warranty by the then current selling price of the returned
tire. The new tire must be purchased at
a Sears Auto Center.Limitations. These limited warranties apply
only to the original purchaser and only if the tires have been used only on the
vehicle on which they were originally installed. These limited warranties do not apply to
vehicles registered or primarily operated outside the United States and
Canada. These warranties are subject to
the “GENERAL LIMITATIONS” that are listed in the “GENERAL LIMITATIONS” section.Exclusions. These warranties do not apply to
tire damage or wear caused by: • Road hazard injury (e.g., a cut, snag,
bruise, impact damage or puncture); • Incorrect mounting or demounting of the
tire, tire/wheel imbalance, or improper repair (including section repairs or
repairs having self-vulcanized plugs only); • Improper maintenance, under/over-inflation,
use while flat, tire spinning, lack of rotation, or other abuse; (see tire care
and maintenance recommendations.) • Uneven or rapid wear caused by mechanical
irregularity in the vehicle (e.g., wheel misalignment, defective brakes or
shock absorbers) or operation in excess of tire/wheel manufacturers’
specifications and recommendations; • Modifications of the tires by the addition
or removal of material or intentional alteration to change the tire’s
appearance; • Ozone or weather cracking or checking, if
the tires were purchased more than 48 months before you presented them for
warranty claim; • The addition of liquid, solid or gaseous
materials other than air, nitrogen, or carbon dioxide (e.g., sealers or
balancing substances) to the tires; or • Flat spotting due to improper storage,
braking or chemical corrosion.Under no circumstance will warranty coverage
apply to any tire that is: • Involved in an accident, fire, vandalism, or
theft; • Recapped, retreaded, regrooved, or used with
chains; • Used in racing or other competitive events.Our investigation revealed that [redacted] back 2
tires were worn fairly evenly. However,
cords were showing on the inside and outside edges of his front tires, which typically
indicates a need for an alignment, a lack of rotation, or another mechanical
issue that needs to be addressed. As a
courtesy to [redacted], Sears Auto Center overlooked the condition of the front
tires and used only the middle of the tire, which was 4/32's, to determine the
pro-rated warranty credit that could be offered. Our Service Advisor attempted to explain this
to [redacted], but [redacted] continued to suggest that his tires should be
replaced free of charge, although that is not what the tire warranty
offers. At this time, we can only apologize
for any poor service or inconvenience [redacted] feels he may have experienced. Since we have provided in this response a
thorough explanation of the reason [redacted] request for free replacement tires
was declined, we have not contacted him again.
If [redacted] feels he would like to reconsider the prorated credit of $20.25
toward each front tire, for a total adjustment of $40.50, he may contact [redacted] Manager for Sears Auto Center number [redacted], directly at [redacted] We respectfully ask to have this matter
closed, since our decision is relative and appropriate to the terms detailed in
the Tread Wearout Limited Warranty [redacted] received with his tire purchase.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
January 7, 2016 ...⇄ Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10991462– Javanna M. [redacted]r Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]r’s rebuttal. Assistant Manager Deborah Durham contacted Ms. [redacted]r, who indicated the issue now was with an order she canceled and she was looking for the refund. The order in question must be number 967026079, for the boxers and crew socks. Ms. [redacted]r has been advised that the order was canceled on January 4, 2015. Her refund was issued the next day and it will take 3-5 business days to reflect depending on her financial institution. This means her refund may not show until Monday January 11, 2015. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist [redacted] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I find it hard to believe that you sell products that you do not stand behind. My mother is a 70 year old woman who has gone through a mastectomy and cancer treatments over the last year. Praise God she is a survivor! So she loses $510.00 because she did not open the product for 30 days, shame on her for having more pressing issues. She has stood with Sears for years and this is the treatment she gets. If Sears is not going to hold their sellers accountable then you shouldn't be doing business with them. I am an avid [redacted] customer and they would never allowed this treatment from one of their vendors, [redacted] would have made it right. After reading all the complaints about Sears and Kmart it shows where there loyalty lays and it is not with the customers. This would have never happened when Sears first started business, the founders had integrity. Thank you Revdex.com for your help in this matter.
Sincerely,
[redacted]
March 2, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of unit# [redacted], who states the following:
When M[redacted] dropped the car off, she spoke with my Assistant Manager, [redacted]. [redacted] states that when she dropped the car off, she told him there was a problem with the "tire light". When our technician installed the tires, he found no sensor in the wheel, only a valve stem. When [redacted] husband came to pick up the car, [redacted] tried to explain the situation. Her husband seemed to understand and left with the car. A few days later he returned about the light. [redacted] again explained that the sensor was missing and would need to be replaced to eliminate the light issue. [redacted] again acknowledged the issue and left. On the day M[redacted] refers to, I was quite busy working with other customers and vendors, he came in and insisted I speak with M[redacted] on the phone. I explained that I was very busy and could not speak with her on the phone at this time, he continued to speak with M[redacted] for about 5 more minutes, then hung up and waited by the door until about 10 more minutes when M[redacted] arrived. She entered the building irate and distressed. I could instantly tell she was upset, I tried to calm her down and asked her to please stop yelling at me. After about ten minutes of this behavior, I felt like the best business decision to try to retain this customer was to replace the part for her for free. M[redacted] declined my offer and left at this point. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to M[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 Complaints Specialist
[redacted]
[redacted]
February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience....
It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the online orders we found that a refund of $157.86 had been issued on January 29, 2016, under return receipt number [redacted] When Ms. [redacted] called in regarding the first order an agent assisted her in placing a new order. Since Ms. [redacted] was the person that called in about this matter, the agent placed the new order using her address, telephone number and credit card that she provided at the time of purchase. Our records show that a refund of $142.75 was credited to her account for this order on February 8, 2016, under return receipt number [redacted] Finally, the last order was placed for a total of $126.81 and delivered to Ms. [redacted] on January 21, 2016. Additionally, discount of $26.00 was applied to her account on January 20, 2016. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided for the first two orders and a discount on the last order, we respectfully ask to have this matter closed. We apologize again 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
Complaint: [redacted]
I am rejecting this response because: Apparently Sears is unaware of the cost of groceries. $100 would barely cover the cost of condiments that were lost. While they want to continue to bring up a warranty issue, it was error on the part of the technician that Sears sent to my home that caused the loss of food, which is not a warranty issue. Since Sears is unwilling to do the right thing, I will contact a [redacted] and pursue this matter in [redacted] and request compensation for the [redacted] and my trouble.
Sincerely,
[redacted]
November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent online order and her non-receipt of a refund.We...
would first like to apologize for any inconvenience [redacted]
may have experienced. 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 said, we would like
to note that our system is automated
and processes orders almost immediately after you click the "Process
Order" button in Checkout. Therefore, it is not possible to cancel an
order before it is fulfilled. After reviewing the notes in [redacted]’s
order we found that Sears Online advised her to refuse the delivery/shipping so
that the product would be returned back to the warehouse. Other options would
be to mail the order back after it has been received it or return the
merchandise to the local Sears store. Additionally, orders with a status of
"Processing" cannot be canceled. When the status changes from
Processing to Shipped, it means that the order has left Sears’ distribution
facility and is on its way to the carrier regional distribution center. In [redacted] case, the order was returned on November 20, 2015, and a refund of
$83.29 was credited back to her [redacted] account ending in [redacted] on November 25,
2015. In the interim, since a full refund has been provided, 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 concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
November 19, 2015*** ***Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: *** – *** ***Dear Ms. ***,We have completed the investigation of Ms. ***’s
complaint regarding her recent online order experience.We would first like to apologize...
to Ms. *** for
receiving a product that did not work properly and for not receiving the full
refund amount from her local Sears store. We confirmed in our system that Ms.
*** only received a refund of $38.40 therefore; we processed the remaining
balance of $19.89 today November 19, 2015. Since our system would not allow the
refund to go back to the Third Party card she originally used at the time of
purchase, we processed the refund in the form of a check. Ms. *** can
expect to receive the check in the mail within seven to ten business days. We
can assure that her concerns have been forwarded to management for review so
that future problems of this nature can be averted. Additionally, we hope that in
the future Ms. *** will allow us another opportunity to provide him with a
better example of customer. Should Ms. *** have any questions regarding the
refund check, she may contact me directly via email at Eligia.***@searshc.com. In the
interim, we have noted Ms. ***’s concerns and respectfully ask to have this
matter closed, pending her receipt of the check. 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 SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. Our records indicate that [redacted]...
was assisted by a member of our Customer Solutions Team and an exchange has been processed for her. The new [redacted] refrigerator is currently scheduled to be delivered to her home on Thursday, May 5, 2016. Additionally, our service contracts office has processed a food loss reimbursement check in the amount of $250.00, the maximum allowed, which should be received in the next 10-14 days. Since we have noted the actions taken to resolve [redacted] complaint, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
February 11, 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 his dissatisfaction...
with our customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on February 4, 2016, we issued a refund of $577.00 and offered a $50.00 gift card to him for the difference of $37.57 the refund amount did not provide. Mr. Miller accepted this offer and indicated that it met with his approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. 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 [redacted]
March 30, 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...
recent store visit. [redacted] Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable. Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. 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
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *
[redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair. First, we would like to apologize to [redacted]...
[redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching [redacted] concerns, we found that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance prior to contacting your office. EMS subsequently approved [redacted] for a new refrigerator under her Master Protection Agreement (MPA) on April 12, 2016. Our records show that a new refrigerator was selected that same day and is scheduled to be delivered on April 16, 2016. Since [redacted] is being provided with her requested resolution, a replacement refrigerator, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Dawn Vitello [redacted]#11101246 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Due to a...
sealed system issue, we have authorized the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears and informed her sales associate that her refrigerator has been approved for replacement. The authorization is linked to the home phone number. The sales associate will assist Ms. [redacted] in selecting a new refrigerator and will process the exchange. Sears will cover the delivery and haul away costs. Since we have noted the approval to replace Ms. [redacted]’s refrigerator, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding her service experience for her washer. On receipt of [redacted]...
[redacted] complaint we reached out to our service management. They were able to confirm with [redacted] that after the parts were replaced on March 22, 2016 the washer is now working. Since we have repaired her washer under the terms and conditions of her Master Protection Agreement we have closed our case. We apologize to [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957261– Christopher [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of his refrigerator. We have received Mr....
[redacted]’s complaint and apologize for any miscommunications with regards to being rescheduled for service. There was an apparent issue with the address which caused the repair to be rescheduled. The issue has since been resolved and per our service records, repair was completed on December 2, 2015 and the refrigerator is now working as designed. While we do not refund customers for time lost, we do value Mr. [redacted]’s patronage and have therefore processed a gift card in the amount of $100.00 as a one-time customer courtesy. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed Mr. [redacted]’s complaint and his refrigerator is now in working order, we have closed our file.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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
November 11, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]s complaint
regarding his dissatisfaction with his recent online order experience and...
non-receipt
of his refunds for the returned orders.We would first like to apologize for any inconvenience
[redacted] experienced with his recent purchases. We appreciate the feedback that
he has provided so that we can improve on our process and forwarded his
concerns to management so that we may avoid these issues from happening in the
future. Additionally, we verified that order number [redacted] was returned via
[redacted] and had our Shop Your Way Reward department issue a refund of $19.98 back
to his account. A refund of $22.50 was refunded back to his Shop Your Way
Reward account for the return of his order number [redacted]. Finally, a refund
of $0.01 was refunded to his [redacted] card ending in [redacted] under return
receipt number [redacted] As a gesture of goodwill we issued a $20.00 gift
card for the guarantees that were not honored by the local stores. We hope that
in the future he will allow us an opportunity to provide him with a more
seamless example of the type of customer service that we have built our
reputation upon. [redacted] can expect to receive the gift card in the mail
within 10 to 12 business days. In the interim, since an equitable resolution
has been provided, 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 concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
March 24, 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 with the delay in receiving the gift card she was offered...
due to the problems she encountered with the exchange of her treadmill. Upon receipt of [redacted] complaint we researched and discovered that the $200 gift card was processed on March 8, 2016. However, due to a system glitch it was listed in pending status and it had not been released. On March 23, 2016 we manually processed the gift card and [redacted] should receive it via email within 48 hours. 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]
Complaint: [redacted]
I am rejecting this response because:
I was told by a sore employee since the mower went up in price of $299 that it would be an even exchange.
Sincerely,
[redacted]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of M[redacted] rebuttal regarding his dissatisfaction that his dishwasher failed sooner than he expected and is requesting covered repair.We have received M[redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received and is requesting his repair to be covered, we are unable to grant his request. The fact remains that [redacted]i is not covered under the 90 day service guarantee as it was deemed by our technician that the issue is with the drain pump and not the diverter. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In M[redacted] case we do apologize that we failed his expectations, but the repair of his dishwasher will be done at his expense and our decision is final. Again, we apologize to [redacted]i 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 Complaints Specialist[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2014/12/29) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
December 29, 2014
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to[redacted] regarding his order [redacted]. According to the tracking number, UPS attempted to pick up the cooler for a return but was unable to reach anyone at the residence. As such, we have decided to issue a refund and asked that[redacted] dispose of the unit at his discretion. Accordingly, we issued a refund of $302.39 to his[redacted]Card account ending in [redacted]. For his records the return sales receipt number is [redacted].
This credit should be viewable by his financial establishment within 3-5 business days.[redacted] may contact his financial establishment after that period to confirm that the credit has been applied to his account. It should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balance. In the interim, we have noted [redacted] 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.
[redacted]
[redacted]
[redacted]
[redacted]
November 5, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and his...
request
for replacement tires.It is unfortunate that we failed [redacted]
expectations when he recently visited our Sears Auto Center. We value his
patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns
have been forwarded to management for review.
With that having been said, it is important to clarify that tire
warranties are not a guarantee of mileage, nor do they offer free replacement
after the first 25% of the tread life has been used. This is an industry standard, not a Sears
interpretation. Neither Sears nor its
competitors claim that tires will indeed last the length of the manufacturer’s mileage
warranty for every customer. A lack of
proper vehicle maintenance is possibly the foremost cause of irregular or
premature tire wear. However, factors
such as vehicle type and maintenance, driving and braking habits, terrain and
weather conditions can all affect the life of any tire; therefore, making them
last longer for one customer than they might for another. It is for this reason that [redacted], and
every customer, is asked about tire rotation, alignment and other types of vehicle
maintenance that may or may not have been performed if uneven wear is noticed
by our technicians. The “warranty” that [redacted] seems to refer to in his
letter, specifically states that Sears will offer a credit toward the purchase
of a new tire when tread depth is reduced to 2/32 inch or less, as measured
across the entire width of the tread, prior to the expiration of the Mileage
Warranty. Every Sears Auto Center
invoice provides the full terms of this
warranty, the Tread Wearout Limited Warranty, and we have pasted the full terms
and exclusions below, in case [redacted] is not familiar with them:Tread Wearout Limited Warranty. If the front of this invoice
indicates that the tire you purchased is warranted for a specified number of
miles (the “Mileage Warranty”), and the tread depth, as measured across
the entire width of the tread, is reduced to 2/32 inch or less prior to
expiration of the Mileage Warranty, we will give you a credit toward the
purchase of a new tire. The amount of
your credit will be determined by multiply the percentage of remaining mileage
on the Mileage Warranty by the then current selling price of the returned
tire. The new tire must be purchased at
a Sears Auto Center.Limitations. These limited warranties apply
only to the original purchaser and only if the tires have been used only on the
vehicle on which they were originally installed. These limited warranties do not apply to
vehicles registered or primarily operated outside the United States and
Canada. These warranties are subject to
the “GENERAL LIMITATIONS” that are listed in the “GENERAL LIMITATIONS” section.Exclusions. These warranties do not apply to
tire damage or wear caused by: • Road hazard injury (e.g., a cut, snag,
bruise, impact damage or puncture); • Incorrect mounting or demounting of the
tire, tire/wheel imbalance, or improper repair (including section repairs or
repairs having self-vulcanized plugs only); • Improper maintenance, under/over-inflation,
use while flat, tire spinning, lack of rotation, or other abuse; (see tire care
and maintenance recommendations.) • Uneven or rapid wear caused by mechanical
irregularity in the vehicle (e.g., wheel misalignment, defective brakes or
shock absorbers) or operation in excess of tire/wheel manufacturers’
specifications and recommendations; • Modifications of the tires by the addition
or removal of material or intentional alteration to change the tire’s
appearance; • Ozone or weather cracking or checking, if
the tires were purchased more than 48 months before you presented them for
warranty claim; • The addition of liquid, solid or gaseous
materials other than air, nitrogen, or carbon dioxide (e.g., sealers or
balancing substances) to the tires; or • Flat spotting due to improper storage,
braking or chemical corrosion.Under no circumstance will warranty coverage
apply to any tire that is: • Involved in an accident, fire, vandalism, or
theft; • Recapped, retreaded, regrooved, or used with
chains; • Used in racing or other competitive events.Our investigation revealed that [redacted] back 2
tires were worn fairly evenly. However,
cords were showing on the inside and outside edges of his front tires, which typically
indicates a need for an alignment, a lack of rotation, or another mechanical
issue that needs to be addressed. As a
courtesy to [redacted], Sears Auto Center overlooked the condition of the front
tires and used only the middle of the tire, which was 4/32's, to determine the
pro-rated warranty credit that could be offered. Our Service Advisor attempted to explain this
to [redacted], but [redacted] continued to suggest that his tires should be
replaced free of charge, although that is not what the tire warranty
offers. At this time, we can only apologize
for any poor service or inconvenience [redacted] feels he may have experienced. Since we have provided in this response a
thorough explanation of the reason [redacted] request for free replacement tires
was declined, we have not contacted him again.
If [redacted] feels he would like to reconsider the prorated credit of $20.25
toward each front tire, for a total adjustment of $40.50, he may contact [redacted] Manager for Sears Auto Center number [redacted], directly at [redacted] We respectfully ask to have this matter
closed, since our decision is relative and appropriate to the terms detailed in
the Tread Wearout Limited Warranty [redacted] received with his tire purchase.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
January 7, 2016 ...⇄ Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10991462– Javanna M. [redacted]r Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]r’s rebuttal. Assistant Manager Deborah Durham contacted Ms. [redacted]r, who indicated the issue now was with an order she canceled and she was looking for the refund. The order in question must be number 967026079, for the boxers and crew socks. Ms. [redacted]r has been advised that the order was canceled on January 4, 2015. Her refund was issued the next day and it will take 3-5 business days to reflect depending on her financial institution. This means her refund may not show until Monday January 11, 2015. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist [redacted] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I find it hard to believe that you sell products that you do not stand behind. My mother is a 70 year old woman who has gone through a mastectomy and cancer treatments over the last year. Praise God she is a survivor! So she loses $510.00 because she did not open the product for 30 days, shame on her for having more pressing issues. She has stood with Sears for years and this is the treatment she gets. If Sears is not going to hold their sellers accountable then you shouldn't be doing business with them. I am an avid [redacted] customer and they would never allowed this treatment from one of their vendors, [redacted] would have made it right. After reading all the complaints about Sears and Kmart it shows where there loyalty lays and it is not with the customers. This would have never happened when Sears first started business, the founders had integrity. Thank you Revdex.com for your help in this matter.
Sincerely,
[redacted]
March 2, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of unit# [redacted], who states the following:
When M[redacted] dropped the car off, she spoke with my Assistant Manager, [redacted]. [redacted] states that when she dropped the car off, she told him there was a problem with the "tire light". When our technician installed the tires, he found no sensor in the wheel, only a valve stem. When [redacted] husband came to pick up the car, [redacted] tried to explain the situation. Her husband seemed to understand and left with the car. A few days later he returned about the light. [redacted] again explained that the sensor was missing and would need to be replaced to eliminate the light issue. [redacted] again acknowledged the issue and left. On the day M[redacted] refers to, I was quite busy working with other customers and vendors, he came in and insisted I speak with M[redacted] on the phone. I explained that I was very busy and could not speak with her on the phone at this time, he continued to speak with M[redacted] for about 5 more minutes, then hung up and waited by the door until about 10 more minutes when M[redacted] arrived. She entered the building irate and distressed. I could instantly tell she was upset, I tried to calm her down and asked her to please stop yelling at me. After about ten minutes of this behavior, I felt like the best business decision to try to retain this customer was to replace the part for her for free. M[redacted] declined my offer and left at this point. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to M[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 Complaints Specialist
[redacted]
[redacted]
February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience....
It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the online orders we found that a refund of $157.86 had been issued on January 29, 2016, under return receipt number [redacted] When Ms. [redacted] called in regarding the first order an agent assisted her in placing a new order. Since Ms. [redacted] was the person that called in about this matter, the agent placed the new order using her address, telephone number and credit card that she provided at the time of purchase. Our records show that a refund of $142.75 was credited to her account for this order on February 8, 2016, under return receipt number [redacted] Finally, the last order was placed for a total of $126.81 and delivered to Ms. [redacted] on January 21, 2016. Additionally, discount of $26.00 was applied to her account on January 20, 2016. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided for the first two orders and a discount on the last order, we respectfully ask to have this matter closed. We apologize again 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
Complaint: [redacted]
I am rejecting this response because: Apparently Sears is unaware of the cost of groceries. $100 would barely cover the cost of condiments that were lost. While they want to continue to bring up a warranty issue, it was error on the part of the technician that Sears sent to my home that caused the loss of food, which is not a warranty issue. Since Sears is unwilling to do the right thing, I will contact a [redacted] and pursue this matter in [redacted] and request compensation for the [redacted] and my trouble.
Sincerely,
[redacted]
November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent online order and her non-receipt of a refund.We...
would first like to apologize for any inconvenience [redacted]
may have experienced. 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 said, we would like
to note that our system is automated
and processes orders almost immediately after you click the "Process
Order" button in Checkout. Therefore, it is not possible to cancel an
order before it is fulfilled. After reviewing the notes in [redacted]’s
order we found that Sears Online advised her to refuse the delivery/shipping so
that the product would be returned back to the warehouse. Other options would
be to mail the order back after it has been received it or return the
merchandise to the local Sears store. Additionally, orders with a status of
"Processing" cannot be canceled. When the status changes from
Processing to Shipped, it means that the order has left Sears’ distribution
facility and is on its way to the carrier regional distribution center. In [redacted] case, the order was returned on November 20, 2015, and a refund of
$83.29 was credited back to her [redacted] account ending in [redacted] on November 25,
2015. In the interim, since a full refund has been provided, 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 concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
November 19, 2015*** ***Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: *** – *** ***Dear Ms. ***,We have completed the investigation of Ms. ***’s
complaint regarding her recent online order experience.We would first like to apologize...
to Ms. *** for
receiving a product that did not work properly and for not receiving the full
refund amount from her local Sears store. We confirmed in our system that Ms.
*** only received a refund of $38.40 therefore; we processed the remaining
balance of $19.89 today November 19, 2015. Since our system would not allow the
refund to go back to the Third Party card she originally used at the time of
purchase, we processed the refund in the form of a check. Ms. *** can
expect to receive the check in the mail within seven to ten business days. We
can assure that her concerns have been forwarded to management for review so
that future problems of this nature can be averted. Additionally, we hope that in
the future Ms. *** will allow us another opportunity to provide him with a
better example of customer. Should Ms. *** have any questions regarding the
refund check, she may contact me directly via email at Eligia.***@searshc.com. In the
interim, we have noted Ms. ***’s concerns and respectfully ask to have this
matter closed, pending her receipt of the check. 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 SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. Our records indicate that [redacted]...
was assisted by a member of our Customer Solutions Team and an exchange has been processed for her. The new [redacted] refrigerator is currently scheduled to be delivered to her home on Thursday, May 5, 2016. Additionally, our service contracts office has processed a food loss reimbursement check in the amount of $250.00, the maximum allowed, which should be received in the next 10-14 days. Since we have noted the actions taken to resolve [redacted] complaint, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
February 11, 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 his dissatisfaction...
with our customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on February 4, 2016, we issued a refund of $577.00 and offered a $50.00 gift card to him for the difference of $37.57 the refund amount did not provide. Mr. Miller accepted this offer and indicated that it met with his approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. 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 [redacted]
March 30, 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...
recent store visit. [redacted] Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable. Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. 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
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *
[redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair. First, we would like to apologize to [redacted]...
[redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching [redacted] concerns, we found that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance prior to contacting your office. EMS subsequently approved [redacted] for a new refrigerator under her Master Protection Agreement (MPA) on April 12, 2016. Our records show that a new refrigerator was selected that same day and is scheduled to be delivered on April 16, 2016. Since [redacted] is being provided with her requested resolution, a replacement refrigerator, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Dawn Vitello [redacted]#11101246 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Due to a...
sealed system issue, we have authorized the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears and informed her sales associate that her refrigerator has been approved for replacement. The authorization is linked to the home phone number. The sales associate will assist Ms. [redacted] in selecting a new refrigerator and will process the exchange. Sears will cover the delivery and haul away costs. Since we have noted the approval to replace Ms. [redacted]’s refrigerator, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding her service experience for her washer. On receipt of [redacted]...
[redacted] complaint we reached out to our service management. They were able to confirm with [redacted] that after the parts were replaced on March 22, 2016 the washer is now working. Since we have repaired her washer under the terms and conditions of her Master Protection Agreement we have closed our case. We apologize to [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]