Sears has still not provided any of the parts missing from the treadmill. Sears has also not explained why I received a refurbished treadmill when I purchased a new one.
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Auto Center.[redacted],
Manager of the San Rafael Sears Auto Center, provided...
the following response:Prior
to receiving [redacted] complaint, Sears Auto Center was contacted by [redacted] form the California Bureau of Automotive Repair regarding her complaint.
[redacted] concerns and her service records from Sears Auto Center were
reviewed. [redacted] concluded that [redacted] responsible for paying for one
diagnostic fee, not two. Therefore we deducted the cost of the second
diagnostic charge from her bill. Additionally, when the vehicle left the Auto
Center the distributor was on 180 degrees. We offered but were not permitted to
reinstall the distributor and the vehicle was towed to another repair facility.
That said, Sears Auto Center has agreed to the California Bureau of Automotive
Repair’s findings and are going to reimburse [redacted] $470.00. If [redacted]
has any questions or concerns about the aforementioned refund, she can contact
me at the auto center at [redacted] Since Sears Auto Center has agreed to
reimburse [redacted] $470.00, and we have provided our contact information so
she can contact us to collect her refund, 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 SpecialistSears
Holdings Corporation[redacted]
February 17, 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 recent...
orders. As clarification, Mr. [redacted] orders were placed through one of our Marketplace vendors. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this item, it seems two different sellers had the same issue with the listing. We have forwarded this for correction. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr. [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: [redacted]
March 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of Ms[redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms[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, we are unable to grant her request for compensation. The fact remains that we have offered to replace the sensor at a neighboring store and requested Ms. [redacted] bring in the video she states she has to help further resolve her issues. 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 Ms[redacted] case we do apologize that we failed her expectations, but we feel that our above offer is relative to the circumstances and our decision is final.
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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ rebuttal to our previous response.Ms. [redacted]’ Master
Protection Agreement (MPA) clearly states that we have the right to cancel the
agreement if the covered product’s model or serial number is altered, missing
or illegible. Although a cancelation was
not processed, we cannot guarantee that any further repairs can be completed. Only through a process of elimination, was the
technician able to determine under what range of model numbers Ms. [redacted]’
microwave fell under and complete a simple repair at her insistence; however,
if a major component was to fail, it would be difficult to order the correct
part without the specific model and serial number being available. Additionally, due to the lack of model and
serial number, Ms. [redacted]’ MPA is not entitled to renewal of her protection
agreement. With that said, since we are
under no obligation to service Ms. [redacted]’ microwave, as the unit is not in
compliance with the requirements of the MPA in regard to the model and serial
number, no guarantee of future repairs can be provided. Accordingly, we ask that this matter remain
closed.Again, we appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
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 Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a shipping refund for her kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that Ms. [redacted] spoke with Customer Solutions and Online Solutions on December 11, 2015, and at that time she was provided with a total refund amount of $41.40 and a $50.00 eGift card. This gift card is intended to be an apology and attempt to compensate Ms. [redacted] for the additional amount of $6.63 for an item she stated she purchased but did not receive. Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested refund amount in addition to a generous concession amount 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]
Complaint: [redacted]
I am rejecting this response because:My complaint was never with the product. I like the fridge. I like all of my [redacted] Elite series appliances. I like my [redacted] dishwasher. However, all of these were purchased through Sears, and I will have to go through Sears if any of them need service. The service has been unacceptable. At each call the burden was placed on me, the customer, to do the work to ensure that service could be done.I took two days off of work. I made two Saturdays available. I even offered to have the fridge repaired by a licensed appliance repair company on my time, using the parts Sears supplied, with the expectation that Sears would reimburse me for the labor cost.I was offered $80 towards a Sears purchase. At no time was it suggested that I could buy a compact fridge. However, the least expensive compact fridge that I can buy through Sears that would hold the Milk, cheese, juice, condiments, etc. that were going bad is $100+ dollars. We have a family of six. I was buying ice daily to keep food cold in two different ice chests. On top of that, in order to redeem the $80, I would have had to go to Sears, purchase the compact fridge, and then submit the paper work afterwards to get reimbursed. For nearly 30 days, I was mislead and straight out lied to. At no time were any of my questions, complaints, or requests addressed until I submitted a complaint through the Revdex.com. Then, magically, a new fridge appeared on my door step. Now I have to schedule an appt. to have [redacted] come and retrieve the parts that Sears sent for a fridge that no longer needs to be fixed. I also had to call to stop daily automated calls to reschedule a service appt. that Sears canceled because they replaced the fridge that needed service.In short, accepting $200 does not fix what happened. It does, however, show that [redacted] and Sears Holdings Corporation does not understand the problem.
Sincerely,
[redacted]
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]complaint regarding the order he recently placed with seller...
[redacted]
As we noted, the order in question was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted]s may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since the price shown was not accurate and Wayfair provided [redacted]s with a full refund on September 30. 2015, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file.
We apologize to [redacted]s 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]
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the wrong item that was delivered and her inability to
purchase the...
[redacted] Wheeled Battery Charger & Engine starter that has a
regular price of $134.99 for the incorrectly listed price of $39.99.As clarification, while we strive to provide our
Sears.com customers with accurate information, including pricing, availability,
and product description on all products available on Sears.com, there might be
times that an error could occur. We have a very comprehensive disclaimer on our
website that sets forth the terms and conditions of ordering from our site or
even just using it for research purposes before shopping in our stores. With an
online business it is possible for mistakes of this nature to happen occasionally,
which is why most online merchants have terms and conditions that are similar
to ours. Most online retailers post similar terms of use, and we stand by our
disclaimer. While any access of our site is considered an acceptance of our
terms of use, we have included our disclaimer below: DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.Placing an Order Pricing errors may occur on the Sears Site from time to time,
on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded. In accordance
then with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the [redacted] Wheeled Battery Charger & Engine at the
incorrect price. [redacted] has been provided with a return label so that she may
return the incorrect product for a full refund if she chooses. In the interim,
we have noted [redacted] concerns and respectfully ask to have this matter
closed. We apologize 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 SpecialistSears Holdings Corporation
May 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding his dissatisfaction with the charges he incurred for the repair of his tractor. We have [redacted] rebuttal, and we apologize if we did not clearly explain the refunds that we processed for him. According to our records, on April 30, 2016 [redacted] contacted our Customer Solutions Team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2016 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 Customer Solutions received a response from [redacted] and he stated, “You may process this refund for $50 dollars. I will accept your offer and take no further action.” [redacted] also provided his mailing address for the check. On May 11, 2016, we processed the $50.00 bank check and it was mailed to [redacted]. When received [redacted] complaint from your agency, he disputed the $99 diagnostic fee that he was charged by our technician. As previously stated, we reviewed the calls and apologize that [redacted] was misinformed when he called on April 29, 2016 to verify the charges on his repair. Our associate misinformed [redacted] when she agreed that the $99 diagnostic fee would be subtracted from the labor cost of the repair. On May 11, 2016 we processed an additional refund for $99.00 and this bank check was also mailed to [redacted]. While we understand that he was dissatisfied with our customer service, the fact remains that we have issued the $50 refund that [redacted] accepted from Customer Solutions, as well as, the $99 diagnostic fee refund that he had disputed; for a total refund of $149.00. As this decision is commensurate to the circumstances, 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: 11009395
I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me through. It also does not address the flat out lies that more than two representatives told me. I feel that this is how this company runs business and therefore do not feel that this matter should be closed. Sears needs to change the way they handle business. Yes I did receive my item 20 days later. This is unacceptable.
Sincerely,
Nichole [redacted]
Initial Business Response /* (1000, 8, 2015/01/15) */
January 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed our investigation of [redacted] complaint regarding the back...
ordered parts for his refrigerator light.
We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model ** and [redacted] refrigerators. This letter was sent out in 2011 and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replaced. We want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced.
With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture ** to supply them. We did receive the needed parts from ** and have since installed them. Since we have completed the repair of [redacted] refrigerator we are requesting to close this 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answer. However, they did finally get the part here on 1-12-2015 and it was installed on 1-15-2015. I would like to thank-you at the Revdex.com for taking care of this for us.
Thanks again,
[redacted]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding multiple repairs...
for her new refrigerator. On receipt of Ms. [redacted] complaint we tried to contact Ms. [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctly. We also sent an email to the email address provided in the complaint: [redacted] but have received no reply. After further research we were able to locate the sales check under [redacted] and called the number listed on that. We again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that location. If the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assist. In the mean time we have closed our case pending Ms. [redacted] response. We apologize to Ms. [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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a compressor purchased at Sears. [redacted], Manager of the [redacted]...
Sears store provided the following response: Mr. [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional 25 Gallon 1.0 RHP Oil-Lubricated Professional Air Compressor. If I can be of any additional assistance to Mr. [redacted], he can reach me at [redacted]. Since it is my understanding that Mr. [redacted] was satisfied with assistance provided at the store, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 29, 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 request to return...
items to Sears without a receipt. As clarification, our return policy clearly states that a receipt is required for any refund. This is disclosed on postings in the store and on our website so that the purchaser is aware of our policies. For those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled up. This is because we are able to access and find it in our system quickly under their membership number. Our return policy does not state that any resolutions are possible without a receipt. It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price. As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt. Using the information Ms. [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears. While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for others. Since we are unable to offer a refund without a receipt to all customers, it is not an option we offer. Most retail stores now require a receipt for any refund and Sears is no different. Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter. We appreciate the opportunity to address this matter and apologize to Ms. [redacted] for any inconvenience she may have experienced. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 18, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to...
return her mother’s purchase after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. Our 30-day Return/Exchange policy became effective on June 14, 2015. Prior to this change, our return/exchange period was 60-days for several years. With our current policy, a customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
According to Ms. [redacted] her mother purchased the merchandise on February 18, 2016 and she attempted to return/exchange the items on April 30, 2016; which is over 70 days from the date of purchase. Ms. [redacted] had a several weeks to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
March 9, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her sewing machine that was damaged during...
repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Repair who states the following:
I have researched this repair and as it turns out the unit was damaged in transit to the repair center. Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt. The unit has been repaired after the fact. I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $50.00 gift card for her inconvenience. The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time. That being said, because we have addressed [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
[redacted]
March 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the...
oven/microwave combo. We apologize to [redacted] for delay in the refund process and that we failed to meet his expectations. We reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] investigated and reported that when the return occurred, it was a two-step process. The delivery team returned only the cooktop and that was the first refund. The wall oven was uninstalled by our installation team. Once the wall oven was confirmed returned by the installers, the refund was released for the wall oven. The credits totaling $2208.45 for the wall oven were issued on March 29, 2016 to [redacted] credit card ending in [redacted] The credits should post to his account within 3 – 5 business days. With that being said, since we have addressed the concerns 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]
Initial Business Response /* (1000, 5, 2014/12/16) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
December 16, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Senior Case Manager, who states the following:
I have received your [redacted] complaint, and have reviewed your concerns. Please accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order[redacted]
After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect item. Please feel free to keep the wrong item, donate or re-gift. Please accept this as our apologies for the error and the lack of service in getting a return label sent to you.
Your SYWR points have been transferred back to your account for $8.48.
A credit was issued a refund of $ 54.73 to your Pay Pal account. Your sales check number for this transaction is: [redacted]. This credit should be viewable by your financial establishment within 3-5 business days. That being said, because we have addressed [redacted] concerns, we respectfully request 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]
Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he...
attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. He investigated and discussed the incident with Operations Manager [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, 2015. Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model. The lawn mower [redacted] selected was an additional $100 and he refused to pay the difference in price. [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund. [redacted] refused to exchange or the return of his original purchase. 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]
Sears has still not provided any of the parts missing from the treadmill. Sears has also not explained why I received a refurbished treadmill when I purchased a new one.
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Auto Center.[redacted],
Manager of the San Rafael Sears Auto Center, provided...
the following response:Prior
to receiving [redacted] complaint, Sears Auto Center was contacted by [redacted] form the California Bureau of Automotive Repair regarding her complaint.
[redacted] concerns and her service records from Sears Auto Center were
reviewed. [redacted] concluded that [redacted] responsible for paying for one
diagnostic fee, not two. Therefore we deducted the cost of the second
diagnostic charge from her bill. Additionally, when the vehicle left the Auto
Center the distributor was on 180 degrees. We offered but were not permitted to
reinstall the distributor and the vehicle was towed to another repair facility.
That said, Sears Auto Center has agreed to the California Bureau of Automotive
Repair’s findings and are going to reimburse [redacted] $470.00. If [redacted]
has any questions or concerns about the aforementioned refund, she can contact
me at the auto center at [redacted] Since Sears Auto Center has agreed to
reimburse [redacted] $470.00, and we have provided our contact information so
she can contact us to collect her refund, 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 SpecialistSears
Holdings Corporation[redacted]
February 17, 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 recent...
orders. As clarification, Mr. [redacted] orders were placed through one of our Marketplace vendors. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this item, it seems two different sellers had the same issue with the listing. We have forwarded this for correction. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr. [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: [redacted]
March 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of Ms[redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms[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, we are unable to grant her request for compensation. The fact remains that we have offered to replace the sensor at a neighboring store and requested Ms. [redacted] bring in the video she states she has to help further resolve her issues. 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 Ms[redacted] case we do apologize that we failed her expectations, but we feel that our above offer is relative to the circumstances and our decision is final.
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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ rebuttal to our previous response.Ms. [redacted]’ Master
Protection Agreement (MPA) clearly states that we have the right to cancel the
agreement if the covered product’s model or serial number is altered, missing
or illegible. Although a cancelation was
not processed, we cannot guarantee that any further repairs can be completed. Only through a process of elimination, was the
technician able to determine under what range of model numbers Ms. [redacted]’
microwave fell under and complete a simple repair at her insistence; however,
if a major component was to fail, it would be difficult to order the correct
part without the specific model and serial number being available. Additionally, due to the lack of model and
serial number, Ms. [redacted]’ MPA is not entitled to renewal of her protection
agreement. With that said, since we are
under no obligation to service Ms. [redacted]’ microwave, as the unit is not in
compliance with the requirements of the MPA in regard to the model and serial
number, no guarantee of future repairs can be provided. Accordingly, we ask that this matter remain
closed.Again, we appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
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 Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a shipping refund for her kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that Ms. [redacted] spoke with Customer Solutions and Online Solutions on December 11, 2015, and at that time she was provided with a total refund amount of $41.40 and a $50.00 eGift card. This gift card is intended to be an apology and attempt to compensate Ms. [redacted] for the additional amount of $6.63 for an item she stated she purchased but did not receive. Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested refund amount in addition to a generous concession amount 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]
Complaint: [redacted]
I am rejecting this response because:My complaint was never with the product. I like the fridge. I like all of my [redacted] Elite series appliances. I like my [redacted] dishwasher. However, all of these were purchased through Sears, and I will have to go through Sears if any of them need service. The service has been unacceptable. At each call the burden was placed on me, the customer, to do the work to ensure that service could be done.I took two days off of work. I made two Saturdays available. I even offered to have the fridge repaired by a licensed appliance repair company on my time, using the parts Sears supplied, with the expectation that Sears would reimburse me for the labor cost.I was offered $80 towards a Sears purchase. At no time was it suggested that I could buy a compact fridge. However, the least expensive compact fridge that I can buy through Sears that would hold the Milk, cheese, juice, condiments, etc. that were going bad is $100+ dollars. We have a family of six. I was buying ice daily to keep food cold in two different ice chests. On top of that, in order to redeem the $80, I would have had to go to Sears, purchase the compact fridge, and then submit the paper work afterwards to get reimbursed. For nearly 30 days, I was mislead and straight out lied to. At no time were any of my questions, complaints, or requests addressed until I submitted a complaint through the Revdex.com. Then, magically, a new fridge appeared on my door step. Now I have to schedule an appt. to have [redacted] come and retrieve the parts that Sears sent for a fridge that no longer needs to be fixed. I also had to call to stop daily automated calls to reschedule a service appt. that Sears canceled because they replaced the fridge that needed service.In short, accepting $200 does not fix what happened. It does, however, show that [redacted] and Sears Holdings Corporation does not understand the problem.
Sincerely,
[redacted]
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]complaint regarding the order he recently placed with seller...
[redacted]
As we noted, the order in question was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted]s may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since the price shown was not accurate and Wayfair provided [redacted]s with a full refund on September 30. 2015, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file.
We apologize to [redacted]s 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]
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the wrong item that was delivered and her inability to
purchase the...
[redacted] Wheeled Battery Charger & Engine starter that has a
regular price of $134.99 for the incorrectly listed price of $39.99.As clarification, while we strive to provide our
Sears.com customers with accurate information, including pricing, availability,
and product description on all products available on Sears.com, there might be
times that an error could occur. We have a very comprehensive disclaimer on our
website that sets forth the terms and conditions of ordering from our site or
even just using it for research purposes before shopping in our stores. With an
online business it is possible for mistakes of this nature to happen occasionally,
which is why most online merchants have terms and conditions that are similar
to ours. Most online retailers post similar terms of use, and we stand by our
disclaimer. While any access of our site is considered an acceptance of our
terms of use, we have included our disclaimer below: DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.Placing an Order Pricing errors may occur on the Sears Site from time to time,
on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded. In accordance
then with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the [redacted] Wheeled Battery Charger & Engine at the
incorrect price. [redacted] has been provided with a return label so that she may
return the incorrect product for a full refund if she chooses. In the interim,
we have noted [redacted] concerns and respectfully ask to have this matter
closed. We apologize 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 SpecialistSears Holdings Corporation
May 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding his dissatisfaction with the charges he incurred for the repair of his tractor. We have [redacted] rebuttal, and we apologize if we did not clearly explain the refunds that we processed for him. According to our records, on April 30, 2016 [redacted] contacted our Customer Solutions Team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2016 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 Customer Solutions received a response from [redacted] and he stated, “You may process this refund for $50 dollars. I will accept your offer and take no further action.” [redacted] also provided his mailing address for the check. On May 11, 2016, we processed the $50.00 bank check and it was mailed to [redacted]. When received [redacted] complaint from your agency, he disputed the $99 diagnostic fee that he was charged by our technician. As previously stated, we reviewed the calls and apologize that [redacted] was misinformed when he called on April 29, 2016 to verify the charges on his repair. Our associate misinformed [redacted] when she agreed that the $99 diagnostic fee would be subtracted from the labor cost of the repair. On May 11, 2016 we processed an additional refund for $99.00 and this bank check was also mailed to [redacted]. While we understand that he was dissatisfied with our customer service, the fact remains that we have issued the $50 refund that [redacted] accepted from Customer Solutions, as well as, the $99 diagnostic fee refund that he had disputed; for a total refund of $149.00. As this decision is commensurate to the circumstances, 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: 11009395
I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me through. It also does not address the flat out lies that more than two representatives told me. I feel that this is how this company runs business and therefore do not feel that this matter should be closed. Sears needs to change the way they handle business. Yes I did receive my item 20 days later. This is unacceptable.
Sincerely,
Nichole [redacted]
Initial Business Response /* (1000, 8, 2015/01/15) */
January 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed our investigation of [redacted] complaint regarding the back...
ordered parts for his refrigerator light.
We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model ** and [redacted] refrigerators. This letter was sent out in 2011 and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replaced. We want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced.
With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture ** to supply them. We did receive the needed parts from ** and have since installed them. Since we have completed the repair of [redacted] refrigerator we are requesting to close this 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answer. However, they did finally get the part here on 1-12-2015 and it was installed on 1-15-2015. I would like to thank-you at the Revdex.com for taking care of this for us.
Thanks again,
[redacted]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding multiple repairs...
for her new refrigerator. On receipt of Ms. [redacted] complaint we tried to contact Ms. [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctly. We also sent an email to the email address provided in the complaint: [redacted] but have received no reply. After further research we were able to locate the sales check under [redacted] and called the number listed on that. We again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that location. If the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assist. In the mean time we have closed our case pending Ms. [redacted] response. We apologize to Ms. [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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a compressor purchased at Sears. [redacted], Manager of the [redacted]...
Sears store provided the following response: Mr. [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional 25 Gallon 1.0 RHP Oil-Lubricated Professional Air Compressor. If I can be of any additional assistance to Mr. [redacted], he can reach me at [redacted]. Since it is my understanding that Mr. [redacted] was satisfied with assistance provided at the store, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 29, 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 request to return...
items to Sears without a receipt. As clarification, our return policy clearly states that a receipt is required for any refund. This is disclosed on postings in the store and on our website so that the purchaser is aware of our policies. For those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled up. This is because we are able to access and find it in our system quickly under their membership number. Our return policy does not state that any resolutions are possible without a receipt. It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price. As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt. Using the information Ms. [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears. While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for others. Since we are unable to offer a refund without a receipt to all customers, it is not an option we offer. Most retail stores now require a receipt for any refund and Sears is no different. Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter. We appreciate the opportunity to address this matter and apologize to Ms. [redacted] for any inconvenience she may have experienced. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 18, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to...
return her mother’s purchase after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. Our 30-day Return/Exchange policy became effective on June 14, 2015. Prior to this change, our return/exchange period was 60-days for several years. With our current policy, a customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
According to Ms. [redacted] her mother purchased the merchandise on February 18, 2016 and she attempted to return/exchange the items on April 30, 2016; which is over 70 days from the date of purchase. Ms. [redacted] had a several weeks to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
March 9, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her sewing machine that was damaged during...
repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Repair who states the following:
I have researched this repair and as it turns out the unit was damaged in transit to the repair center. Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt. The unit has been repaired after the fact. I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $50.00 gift card for her inconvenience. The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time. That being said, because we have addressed [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
[redacted]
March 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the...
oven/microwave combo. We apologize to [redacted] for delay in the refund process and that we failed to meet his expectations. We reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] investigated and reported that when the return occurred, it was a two-step process. The delivery team returned only the cooktop and that was the first refund. The wall oven was uninstalled by our installation team. Once the wall oven was confirmed returned by the installers, the refund was released for the wall oven. The credits totaling $2208.45 for the wall oven were issued on March 29, 2016 to [redacted] credit card ending in [redacted] The credits should post to his account within 3 – 5 business days. With that being said, since we have addressed the concerns 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]
Initial Business Response /* (1000, 5, 2014/12/16) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
December 16, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Senior Case Manager, who states the following:
I have received your [redacted] complaint, and have reviewed your concerns. Please accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order[redacted]
After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect item. Please feel free to keep the wrong item, donate or re-gift. Please accept this as our apologies for the error and the lack of service in getting a return label sent to you.
Your SYWR points have been transferred back to your account for $8.48.
A credit was issued a refund of $ 54.73 to your Pay Pal account. Your sales check number for this transaction is: [redacted]. This credit should be viewable by your financial establishment within 3-5 business days. That being said, because we have addressed [redacted] concerns, we respectfully request 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]
Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he...
attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. He investigated and discussed the incident with Operations Manager [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, 2015. Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model. The lawn mower [redacted] selected was an additional $100 and he refused to pay the difference in price. [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund. [redacted] refused to exchange or the return of his original purchase. 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]