November 25, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10973973- Stella
[redacted] Dear Mrs. [redacted]:We have completed our investigation of Ms. [redacted]’s
complaint regarding a recent order. On Cyber Monday,...
millions of shoppers use the internet to
purchase goods in large amounts. With such traffic, it is possible that there
could have been an error. It is also possible that the sale was only valid for
a certain period of time and it was still in the process of being changed. We
will investigate the matter to determine what occurred. Regardless, we apologize for any inconvenience
Ms. [redacted] may have experienced and we value her patronage. Although we are not
required to honor that price if there were a pricing error at fault according
to our Terms of Service, we have added $15.00 worth of points to Ms. [redacted]’s
SYWR account as a courtesy. She should be able to see and use these points
within 72 business hours. In light of the aforementioned information, we respectfully
ask that this matter be considered closed. Again, 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,Tammie [redacted]Regulatory Complaint Specialist [redacted]Tammie.[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]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted]We have completed the investigation of [redacted]
complaint regarding our refusal to apply a free delivery promotion to...
her
recent purchase. As clarification, advertising may have been
seen on cable TV that is broadcast in Puerto Rico, but there is a disclaimer added
noting that Puerto Rico is not included in these types of promotions if it is
broad cast in Puerto Rico. We apologize if that was not clear to [redacted] There
are no free delivery promotions for this type of appliance in Puerto Rico ongoing
currently and there were none going on when [redacted] made her purchase. As
such, we respectfully ask that this matter be considered 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. Virghes: We have not fully completed our investigation of [redacted] complaint regarding service experience. We apologize for...
the delay in responding to this complaint. We are currently waiting contact with [redacted] regarding the recent service at this time. We are waiting the report for the service department after they have been able to speak with [redacted]. In the interim, we have left messages and request [redacted] contact the unit directly at [redacted] 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 [redacted]
April 13, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
We have been unable to complete the investigation of [redacted] rebuttal regarding his tool set missing pieces.
Upon receiving [redacted] rebuttal, we again escalated his concerns to [redacted] Store General Manager for unit# [redacted] again attempted to reach [redacted] via email but did not receive a response. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue 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]
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
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have not fully completed our investigation of [redacted]
complaint regarding his service experience.We apologize for the delay in...
responding to this complaint. On
receipt of [redacted] complaint our Carry-in escalations manager contacted
[redacted] and requested he bring the mower in for service. [redacted] at
first refused to comply insisting on a replacement. We informed [redacted]
that at this point he did not qualify as we had not deemed the mower
non-repairable. [redacted] recently dropped off his mower for repairs and at
this time we are waiting for its arrival to the repair center. Once it has
arrived we will access the mower and inform him of the outcome. In the interim,
should [redacted] have any questions, he may contact the unit directly at [redacted].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]
March 14, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the partial refund she received after declining...
our further estimate for repairs and her request to receive the remainder of the refund she feels she is owed. After reviewing [redacted] records we were able to communicate with her via email as to the correct amount that she should be refunded. As a courtesy we increased this amount by 20% off of the minimum fee of $115.00 since it sounded as if that was the expectation set by the technician for the amount she would be refunded. Since [redacted] accepted our offer to send her a second check for $87.81, we processed this today and let her know she should receive it within the next week or two. In the interim, since [redacted] has my direct contact information in the event that she requires further assistance, for now we have closed her file. 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]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 13, 2015/01/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 14, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We would first like to apologize for any inconvenience [redacted] may have experienced. After researching this matter, we sent an email correspondence to [redacted] on January 7, 2015. The order was initially placed on November 29, 2014, for a 32" television. Our records show that a refund of $229.99 had been issued back to her account on December 9, 2014. We issued the remaining refund balance of $16.10 back to her [redacted] ending in [redacted] under sales receipt number [redacted]. Finally, we confirmed with [redacted] on January 10, 2015, that the credit did post to her account. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, she may contact us via email at [redacted]. 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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call on her refrigerator. It is...
first important to note that Ms. S[redacted] refrigerator was covered by the manufacturer’s warranty until its expiration on October 25, 2015. Since the refrigerator was no longer covered under warranty when Ms. S[redacted] called for service, she was informed that she would be financially responsible for the trip/diagnostic charge. That said, as a one-time gesture of good customer service we dispatched a technician to Ms. S[redacted] home on Monday, January 11, 2016. The technician assigned to the call indicated that he sealed the cabinet within the fresh food section to assist with frost build up in the freezer. There was no charge for the aforementioned service. Mr. [redacted] notes indicate that the internal freezer and refrigerator sections indicated that the refrigerator was operating as designed. Since we have noted the results of our service call to Ms. S[redacted] home, we ask that this complaint be closed. We apologize to Ms. S[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]
Initial Business Response /* (1000, 8, 2014/12/15) */
15 December 2014
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the delay in receiving his purchased mattress set.
After reviewing [redacted] complaint and our records, we were able to determine that [redacted] purchased a Sterns and Fosters mattress set on 10 November 2014. The delivery date was scheduled for 22 November 2014. Unfortunately, the delivery was not able to be completed due to the vehicle having some mechanical issues. [redacted] delivery was rescheduled for the next available date of 26 November 2014. As an apology, customer service offered [redacted] 10% discount off his mattress, which would be $169.99, however [redacted] declined the offer. It is our understanding that the delivery was completed on 26 November 2014. At this time, should [redacted] would like to accept our offer, which he has until 18 December 2014, he may contact me directly @ [redacted] Since the delivery of [redacted] purchased mattress set has been completed and we provided concession should he decide to accept, we have closed our files.
We apologize to [redacted] on behalf of Sears Holdings Corporation and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did accept the $169.99 reimbursement and the refund of the $35 fee for the weekend delivery. I am still out of $100 (the hotel bill was $303), but the time involved in suing in small claims court is significant.
[redacted] answer to my question why the matres was not delivered on Monday was that "we don't deliver in that area on Monday". In other words, Sears will not honour their contract with me if it involves extra costs for Sears.
I claim that, if their truck breaks down, Sears is obligated to deliver the matres the next day and not when they are in the area a couple of days later. [redacted] angrily refused to submit any prove that the truck really broke down.
For me the case is closed.
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the purchase of her...
range.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted]n, Service Recovery Specialist, who states the following:
I spoke with Ms. [redacted] and she explained everything in detail to me regarding the range issue. She advised that on her bill for the Sears Account she opened when first placing her order, she is being over charged in the amount of $181.89. Ms. [redacted] advised that the Store Associate told her on 1/13/16 that he would refund her the delivery fee and $100.00 for the inconveniences. She believes this is the amount that still has not been deducted from her account.
I’ve reviewed all the receipts, and I’m unsure exactly what was done when ringing up her order; however I do not see any refund or credit in the amounts Ms. [redacted] has mentioned. I advised Ms. [redacted] that I will go ahead and credit her Sears Account in the amount of $189.89. Ms. [redacted] accepted this as resolution for the Revdex.com Complaint. That being said, because we have provided Ms. [redacted] with an agreed upon resolution, we respectfully request 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.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from...
Sears. An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears store. Mike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unit. We apologize to [redacted] for the inconvenience noted in his complaint. At this time, since we have noted the approval to exchange [redacted] saw, 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]
Complaint: 11026621
I am rejecting this response because: Sears implies that I did not go through the proper channels of allowing the company to handle my complaint. For the record I contacted Sears twice before filing this complaint to inquire about my refund. The customer service provided to me was unacceptable and the responses provided by both the customer service representative and the supervisor were unacceptable. However, I do acknowledge that I finally did receive a refund over two weeks after the order was cancelled. In my opinion, I think this is really poor customer service and makes for poor customer relations.
Sincerely,
Leeya [redacted]
April 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his oven....
We have spoken with [redacted] and he accepted our offer to provide a refund for the amount he was charged for the service our technician provided as a conciliatory gesture towards the delays he experienced. This refund should reflect on his account within 5-7 working days. We want to note that according to the terms of [redacted] manufacturer’s warranty, any repair costs would be his responsibility since it expired some time ago. In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding the treadmill she ordered online and the problems she encountered when she attempted to return the item at our Sears Hometown store. We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, the fact remains that District Sales Manager [redacted] has made multiple attempts to contact [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said, [redacted] may contact District Sales Manager [redacted] at [redacted] if she would like to discuss her concerns. Since we have addressed the issues 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her portable air conditioner. [redacted], District Service Manager from Sears Home Services informed our office
that [redacted] from his office did process a $50.00 for [redacted]. Additionally
on Friday, November 13, 2015, [redacted] spoke to [redacted] and informed her
that it typically takes 10-14 days for a consumer to receive a gift card. The authorization
for $425.00 provides the funds necessary to replace [redacted]’s unit with the
new model, Sears item [redacted], which sells for $399.99. We reiterate that the authorization
is noted in our repair/replace system and is referenced under her phone number
ending in [redacted] All [redacted] needs to do is go to her local Sears and advise
her sales associate that her unit has been approved for replacement. The sales
associate will assist with processing the replacement. Since we have noted the
authorization to replace [redacted]’s portable air conditioner, 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]
November 19, 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.We would first like to apologize for any...
inconvenience
[redacted] may have experienced with her online order. We sent an email
correspondence to [redacted] to inquire if she had received the return label
that Sears Online had sent to her and she indicated that she had not on
November 11, 2015. Therefore, we made the decision to issue a refund back to
her [redacted] account ending in [redacted]. Additionally, we explained that she could
dispose of the product to her discretion. However, on November 16, 2015, [redacted] had indicated that she received the label and shipped the item back via
[redacted] Again we apologize for any inconvenience and we hope that in the future she
will allow us another opportunity to provide her with a better example of
customer service. Since a refund has been issued, we respectfully ask to have this
matter closed, pending her receipt of the credit. 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
Initial Business Response /* (1000, 10, 2015/04/21) */
April 21, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
his recent appliance purchase.
As clarification, the dryer [redacted] purchased was not capable of having side venting done and it does not seem to state that anywhere on the page for the item . That said, our records reflect that [redacted] received a full refund for his purchase issued in two separate transactions on April 1, 2015. The delivery fee is a non-refundable charge, but it appears that this was included in his refund as a courtesy. As such, we respectfully ask that this matter be considered 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.
[redacted]
[redacted]
[redacted]
February 12, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in receiving...
a replacement gift card for a refund we issued on a damaged item. We would note that we previously had a process to refund gift card funds back to the same gift card that was used in the transaction. The issue with that is we found out many people discard the gift card after they enter the info into the payment screen, so they were unable to access the refund amount placed on those cards. Since we have no way to know when processing whether the consumer kept the card or not, we now mail a new gift card. In Ms. [redacted] case, a refund was processed but it appears it never bridged over and actually sent the gift card, refunded the small amount charged to her credit card, or credited her the Shop Your Way Reward points she used. It appears that before it was realized that the other credits had not processed, a new gift card was manually issued on December 24, 2015. Then on January 13, 2016, the other amounts aside from the gift card were reprocessed. As we have not heard from Ms. [redacted] since that time it is our understanding that she finally received a refund of all monies involved in the transaction; therefore, we have closed our file. 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,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
November 25, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10973973- Stella
[redacted] Dear Mrs. [redacted]:We have completed our investigation of Ms. [redacted]’s
complaint regarding a recent order. On Cyber Monday,...
millions of shoppers use the internet to
purchase goods in large amounts. With such traffic, it is possible that there
could have been an error. It is also possible that the sale was only valid for
a certain period of time and it was still in the process of being changed. We
will investigate the matter to determine what occurred. Regardless, we apologize for any inconvenience
Ms. [redacted] may have experienced and we value her patronage. Although we are not
required to honor that price if there were a pricing error at fault according
to our Terms of Service, we have added $15.00 worth of points to Ms. [redacted]’s
SYWR account as a courtesy. She should be able to see and use these points
within 72 business hours. In light of the aforementioned information, we respectfully
ask that this matter be considered closed. Again, 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,Tammie [redacted]Regulatory Complaint Specialist [redacted]Tammie.[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]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted]We have completed the investigation of [redacted]
complaint regarding our refusal to apply a free delivery promotion to...
her
recent purchase. As clarification, advertising may have been
seen on cable TV that is broadcast in Puerto Rico, but there is a disclaimer added
noting that Puerto Rico is not included in these types of promotions if it is
broad cast in Puerto Rico. We apologize if that was not clear to [redacted] There
are no free delivery promotions for this type of appliance in Puerto Rico ongoing
currently and there were none going on when [redacted] made her purchase. As
such, we respectfully ask that this matter be considered 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. Virghes: We have not fully completed our investigation of [redacted] complaint regarding service experience. We apologize for...
the delay in responding to this complaint. We are currently waiting contact with [redacted] regarding the recent service at this time. We are waiting the report for the service department after they have been able to speak with [redacted]. In the interim, we have left messages and request [redacted] contact the unit directly at [redacted] 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 [redacted]
April 13, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
We have been unable to complete the investigation of [redacted] rebuttal regarding his tool set missing pieces.
Upon receiving [redacted] rebuttal, we again escalated his concerns to [redacted] Store General Manager for unit# [redacted] again attempted to reach [redacted] via email but did not receive a response. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue 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]
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
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have not fully completed our investigation of [redacted]
complaint regarding his service experience.We apologize for the delay in...
responding to this complaint. On
receipt of [redacted] complaint our Carry-in escalations manager contacted
[redacted] and requested he bring the mower in for service. [redacted] at
first refused to comply insisting on a replacement. We informed [redacted]
that at this point he did not qualify as we had not deemed the mower
non-repairable. [redacted] recently dropped off his mower for repairs and at
this time we are waiting for its arrival to the repair center. Once it has
arrived we will access the mower and inform him of the outcome. In the interim,
should [redacted] have any questions, he may contact the unit directly at [redacted].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]
March 14, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the partial refund she received after declining...
our further estimate for repairs and her request to receive the remainder of the refund she feels she is owed. After reviewing [redacted] records we were able to communicate with her via email as to the correct amount that she should be refunded. As a courtesy we increased this amount by 20% off of the minimum fee of $115.00 since it sounded as if that was the expectation set by the technician for the amount she would be refunded. Since [redacted] accepted our offer to send her a second check for $87.81, we processed this today and let her know she should receive it within the next week or two. In the interim, since [redacted] has my direct contact information in the event that she requires further assistance, for now we have closed her file. 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]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 13, 2015/01/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 14, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We would first like to apologize for any inconvenience [redacted] may have experienced. After researching this matter, we sent an email correspondence to [redacted] on January 7, 2015. The order was initially placed on November 29, 2014, for a 32" television. Our records show that a refund of $229.99 had been issued back to her account on December 9, 2014. We issued the remaining refund balance of $16.10 back to her [redacted] ending in [redacted] under sales receipt number [redacted]. Finally, we confirmed with [redacted] on January 10, 2015, that the credit did post to her account. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, she may contact us via email at [redacted]. 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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call on her refrigerator. It is...
first important to note that Ms. S[redacted] refrigerator was covered by the manufacturer’s warranty until its expiration on October 25, 2015. Since the refrigerator was no longer covered under warranty when Ms. S[redacted] called for service, she was informed that she would be financially responsible for the trip/diagnostic charge. That said, as a one-time gesture of good customer service we dispatched a technician to Ms. S[redacted] home on Monday, January 11, 2016. The technician assigned to the call indicated that he sealed the cabinet within the fresh food section to assist with frost build up in the freezer. There was no charge for the aforementioned service. Mr. [redacted] notes indicate that the internal freezer and refrigerator sections indicated that the refrigerator was operating as designed. Since we have noted the results of our service call to Ms. S[redacted] home, we ask that this complaint be closed. We apologize to Ms. S[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]
Initial Business Response /* (1000, 8, 2014/12/15) */
15 December 2014
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the delay in receiving his purchased mattress set.
After reviewing [redacted] complaint and our records, we were able to determine that [redacted] purchased a Sterns and Fosters mattress set on 10 November 2014. The delivery date was scheduled for 22 November 2014. Unfortunately, the delivery was not able to be completed due to the vehicle having some mechanical issues. [redacted] delivery was rescheduled for the next available date of 26 November 2014. As an apology, customer service offered [redacted] 10% discount off his mattress, which would be $169.99, however [redacted] declined the offer. It is our understanding that the delivery was completed on 26 November 2014. At this time, should [redacted] would like to accept our offer, which he has until 18 December 2014, he may contact me directly @ [redacted] Since the delivery of [redacted] purchased mattress set has been completed and we provided concession should he decide to accept, we have closed our files.
We apologize to [redacted] on behalf of Sears Holdings Corporation and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did accept the $169.99 reimbursement and the refund of the $35 fee for the weekend delivery. I am still out of $100 (the hotel bill was $303), but the time involved in suing in small claims court is significant.
[redacted] answer to my question why the matres was not delivered on Monday was that "we don't deliver in that area on Monday". In other words, Sears will not honour their contract with me if it involves extra costs for Sears.
I claim that, if their truck breaks down, Sears is obligated to deliver the matres the next day and not when they are in the area a couple of days later. [redacted] angrily refused to submit any prove that the truck really broke down.
For me the case is closed.
February 9, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the purchase of her...
range.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted]n, Service Recovery Specialist, who states the following:
I spoke with Ms. [redacted] and she explained everything in detail to me regarding the range issue. She advised that on her bill for the Sears Account she opened when first placing her order, she is being over charged in the amount of $181.89. Ms. [redacted] advised that the Store Associate told her on 1/13/16 that he would refund her the delivery fee and $100.00 for the inconveniences. She believes this is the amount that still has not been deducted from her account.
I’ve reviewed all the receipts, and I’m unsure exactly what was done when ringing up her order; however I do not see any refund or credit in the amounts Ms. [redacted] has mentioned. I advised Ms. [redacted] that I will go ahead and credit her Sears Account in the amount of $189.89. Ms. [redacted] accepted this as resolution for the Revdex.com Complaint. That being said, because we have provided Ms. [redacted] with an agreed upon resolution, we respectfully request 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from...
Sears. An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears store. Mike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unit. We apologize to [redacted] for the inconvenience noted in his complaint. At this time, since we have noted the approval to exchange [redacted] saw, 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]
Complaint: 11026621
I am rejecting this response because: Sears implies that I did not go through the proper channels of allowing the company to handle my complaint. For the record I contacted Sears twice before filing this complaint to inquire about my refund. The customer service provided to me was unacceptable and the responses provided by both the customer service representative and the supervisor were unacceptable. However, I do acknowledge that I finally did receive a refund over two weeks after the order was cancelled. In my opinion, I think this is really poor customer service and makes for poor customer relations.
Sincerely,
Leeya [redacted]
April 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his oven....
We have spoken with [redacted] and he accepted our offer to provide a refund for the amount he was charged for the service our technician provided as a conciliatory gesture towards the delays he experienced. This refund should reflect on his account within 5-7 working days. We want to note that according to the terms of [redacted] manufacturer’s warranty, any repair costs would be his responsibility since it expired some time ago. In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding the treadmill she ordered online and the problems she encountered when she attempted to return the item at our Sears Hometown store. We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, the fact remains that District Sales Manager [redacted] has made multiple attempts to contact [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said, [redacted] may contact District Sales Manager [redacted] at [redacted] if she would like to discuss her concerns. Since we have addressed the issues 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her portable air conditioner. [redacted], District Service Manager from Sears Home Services informed our office
that [redacted] from his office did process a $50.00 for [redacted]. Additionally
on Friday, November 13, 2015, [redacted] spoke to [redacted] and informed her
that it typically takes 10-14 days for a consumer to receive a gift card. The authorization
for $425.00 provides the funds necessary to replace [redacted]’s unit with the
new model, Sears item [redacted], which sells for $399.99. We reiterate that the authorization
is noted in our repair/replace system and is referenced under her phone number
ending in [redacted] All [redacted] needs to do is go to her local Sears and advise
her sales associate that her unit has been approved for replacement. The sales
associate will assist with processing the replacement. Since we have noted the
authorization to replace [redacted]’s portable air conditioner, 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]
November 19, 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.We would first like to apologize for any...
inconvenience
[redacted] may have experienced with her online order. We sent an email
correspondence to [redacted] to inquire if she had received the return label
that Sears Online had sent to her and she indicated that she had not on
November 11, 2015. Therefore, we made the decision to issue a refund back to
her [redacted] account ending in [redacted]. Additionally, we explained that she could
dispose of the product to her discretion. However, on November 16, 2015, [redacted] had indicated that she received the label and shipped the item back via
[redacted] Again we apologize for any inconvenience and we hope that in the future she
will allow us another opportunity to provide her with a better example of
customer service. Since a refund has been issued, we respectfully ask to have this
matter closed, pending her receipt of the credit. 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
Initial Business Response /* (1000, 10, 2015/04/21) */
April 21, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
his recent appliance purchase.
As clarification, the dryer [redacted] purchased was not capable of having side venting done and it does not seem to state that anywhere on the page for the item . That said, our records reflect that [redacted] received a full refund for his purchase issued in two separate transactions on April 1, 2015. The delivery fee is a non-refundable charge, but it appears that this was included in his refund as a courtesy. As such, we respectfully ask that this matter be considered 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.
[redacted]
[redacted]
[redacted]
February 12, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in receiving...
a replacement gift card for a refund we issued on a damaged item. We would note that we previously had a process to refund gift card funds back to the same gift card that was used in the transaction. The issue with that is we found out many people discard the gift card after they enter the info into the payment screen, so they were unable to access the refund amount placed on those cards. Since we have no way to know when processing whether the consumer kept the card or not, we now mail a new gift card. In Ms. [redacted] case, a refund was processed but it appears it never bridged over and actually sent the gift card, refunded the small amount charged to her credit card, or credited her the Shop Your Way Reward points she used. It appears that before it was realized that the other credits had not processed, a new gift card was manually issued on December 24, 2015. Then on January 13, 2016, the other amounts aside from the gift card were reprocessed. As we have not heard from Ms. [redacted] since that time it is our understanding that she finally received a refund of all monies involved in the transaction; therefore, we have closed our file. 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,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]