February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. In accordance with Mr. [redacted] request, a credit for $25.50 was issued to his account. This credit should reflect within 3-5 business days. We want to take the time to apologize to Mr. [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronage. That said, given the aforementioned information, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 11, 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 her dissatisfaction with both our...
delivery service and our online product review standards. Our records show that we had already waived our delivery charges under a promotion for Ms[redacted] service; otherwise, we would certainly have refunded her any delivery charges. The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in question. As for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can devise. They do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the route. Depending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or not. With that said, Ms. [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin with. As far as the reviews are concerned, if Ms. [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaints. However, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between products. As such, the review is required to be product related only and that is common on most sites that offer product reviews. At this time, since Ms. [redacted] received the dryer she purchased and we have explained how our product reviews work, 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]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery...
experience. We would first like to apologize for any inconvenience [redacted] experienced with this transaction. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchange. According to their records the exchange was delivered on March 17, 2016. We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via email. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward. As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified. The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriate. All transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as such. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted]r we reached out...
to see if he was still in need of assistance as there
was a recent completed repair. He confirmed with me that the service had been
completed and the washer was working well. Since we have repaired the washer
and [redacted] is no longer in need of assistance 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]
February 22, 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 refrigerator. Upon...
receiving Ms. [redacted] complaint, we reviewed our Point-of-Sale system and the service history for the refrigerator in question. Our records show that Ms. [redacted] purchased the refrigerator on January 1, 2014. While the refrigerator came with a one-year warranty covering parts and labor, this coverage expired on January 1, 2015, over 13 months ago. Prior to the expiration to the warranty, Ms. [redacted] refrigerator was repaired twice. On July 31, 2014, the icemaker was replaced. A second repair was completed on December 23, 2014; a motor fan and thermostat were replaced. While Ms. [redacted] is dissatisfied with the refrigerator, she is outside the warranty period; therefore, neither a covered repair nor a replacement is an option. If Ms. [redacted] is in need of service, she is welcome to call Sears Home Services at [redacted] and schedule a repair, but she will be solely responsible for any cost incurred. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 24, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered when scheduling...
the repair of his television.It is unfortunate that we failed [redacted] expectations when he recently scheduled a television repair. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We made multiple attempts to contact [redacted] via email and also left voicemails. We provided our contact information and our offer to extend his protection agreement on the television for an additional 6 months at no charge to [redacted]. Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. If [redacted] would like to accept our offer, he may contact me on or before December 4, 2015 at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response. 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 SpecialistSears Holdings Corporation[redacted]
April 7, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered when scheduling a...
repair of her washer. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in [redacted] case the technician needed to spend an unexpected longer amount of time at more than one stop. On March 25, 2016, our technician made every attempt to complete his route on that day. Regrettably, he was unable to and he requested a rescheduled appointment. As clarification, the appointment is automatically rescheduled for the first available date and time frame. Unfortunately, the first available date was March 31, 2016. On March 26, 2016 [redacted] spoke with our routing supervisor regarding the rescheduled appointment. In an effort to appease [redacted], we made accommodations to provide a sooner service date of March 29, 2016. Our technician assessed her washer and ordered the necessary parts to complete the repair. Our technician returned on April 5, 2016 to install the parts and completed the repair. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/03/26) */
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
the delay in receiving her purchased recliner.
It is unfortunate that we failed [redacted] expectations when we did not meet the delivery date that was given to her on the day of her purchase. We value [redacted] patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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. After reviewing [redacted] complaint and our records, we were able to determine that the root cause of the delay was due to the fact that the manufacture was not able to fill [redacted] order, and we apologize for this. Our records also show that the delivery was completed on 14 March 2015. For any inconvenience this may have caused, we issued a sales adjustment of $64.15. We hope that [redacted] adjustable recliner will provide her with long term satisfaction. Since the delivery of [redacted] purchased recliner has been completed and courtesy compensation was provided, we have closed our files.
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]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her ice maker. [redacted]...
[redacted], Sears Home Services, Support Specialist provided the following response: On January 13, 2016, a service technician was dispatched to Ms. [redacted] Marble Falls home to install a new sensor. The unit began to cycle and was operating as designed. If I can be of any further assistance to Ms. [redacted], she can reach me directly at [redacted]. At this time, since we have installed the part and will wait for any further contact from Ms. [redacted], we respectfully request that this complaint be closed pending contact. 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 Claims Specialist Sears Holdings Corporation [redacted]
March 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for an...
exchange. We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processed. When an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or return. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that Customer Solutions was able to assist with processing an exchange. The transaction was processed on March 4, 2016, and delivery was completed on March 6, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since an exchange has been provided, 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and request for...
a full refund. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Sears Online to place an order for her. We value Ms. [redacted] patronage and can understand her frustration with the series of events detailed in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we processed a full refund accordingly. Ms. [redacted] should receive a credit of $30.74 to her [redacted] ending in [redacted] in 3 to 5 business days. Additionally, the shop your way rewards points will be refunded back to her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact me via email at [redacted]. In the interim, we have noted her concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 23, 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 Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Our records show that the technician returned to Mr. [redacted] home on February 22, 2016, to install the control board that was previously ordered. After installing the part, he tested the dishwasher and found that there was no power to the unit. The technician subsequently found an issue with the power supply to the dishwasher and advised Mr. [redacted] to contact an electrician to correct the problem. With that said, since it is the technician’s determination that the dishwasher will work properly once the electrical issue is addressed, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 6, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10958567– Elena
L. [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction at having other retailers sell items...
on
our sears.com website and an issue with her recent order, which was sold by
Direct Furnishings Inc. 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. Obviously, any other retailers that might be
showcased in our Marketplace have their own promotions, return policies, and
shipping charges. According to our posted Terms of Service, Ms. [redacted] would
need to direct any issues with her purchase to the seller, Direct Furnishing’s attention
as her purchase is subject to their individual policies. That said, we do
endeavor to try and make sure that consumers visiting our site are treated
fairly no matter who the seller may be; therefore, we contacted Ms. [redacted] and asked
that she send pictures of the wrong colored items. Even a picture of the box showing
what the item is and that the color is black would be fine. Nothing has been
received so far, but Ms. [redacted] may feel free to copy us on any email she sends
to Direct Furnishings Inc. We are regretful that our business decisions do not
meet with Ms. [redacted]’s approval and can only hope that she is able to resolve
the issue with the seller. In closure, 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 Direct Dial: [redacted]Email: Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/02/01) */
February 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted]'s...
complaint regarding his recent order.
Mentor [redacted] Store Manager, provided the following response:
After reviewing Mr. [redacted]'s complaint, we would be willing to discuss the matter with him, but we have attempted to contact him by telephone and there has been no response. We are unable to resolve Mr. [redacted]'s issue until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether Ms. [redacted] still requires assistance with his issue, but if he does, he may contact me (Mentor) at (XXX) XXX-XXXX during normal business hours. In the interim, we will consider Mr. [redacted]'s matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by anyone from Sears. I have called the above referenced phone number (XXX) XXX-XXXX multiple times and it is never answered. It rings 6-8 times and then clicks as if it is an answering machine but there is no message. After the click I have left many messages with my information but I have no idea if they are listening to or receiving the messages. I really don't know what else can be done other than the next time I travel to this Sears location, I will attempt to speak to this Mentor [redacted], if he even exists. I would like to thank you for your time in attempting to help me in this matter. Unfortunately it remains unresolved.
Final Business Response /* (4000, 12, 2015/02/10) */
February 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s rebuttal.
It was our understanding that Mentor has spoken with Mr. [redacted]. A gift card for $10.00 was mailed to Mr. [redacted] on February 9, 2015. Should Mr. [redacted] have any further concerns, he may contact Mentor via email as he has done before. Since it appears that the matter has been resolved, we respectfully ask that it remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of...
her washer and dryer and her request for a refund of the delivery fee. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer delivery. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, on April 20, 2016 [redacted] contacted the store and she cancelled the entire order due to the delivery issues. We issued a refund of $833.68 to [redacted] credit card ending in [redacted]. The credit should post to her account within 5-7 business days. With that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:Dear [redacted]It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situationIt is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr. [redacted]s reply. He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄Sincerely, ...⇄ [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄Sincerely, ...⇄ [redacted]
Sincerely,
[redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her delivery...
experience. We have reviewed the previous interaction Ms. [redacted] notes as well as her correspondence and all we can say is that Ms. [redacted] would not explain what more she was looking for when she was asked. She had asked for her haul away fee to be refunded, which was done as she noted. When asked what else should be addressed, she would not elaborate for [redacted], she simply said she did not understand her and she would escalate the issue. We can only assume that Ms. [redacted] does not feel that her issue was given enough attention. Although we cannot disclose any disciplinary actions that may have been taken due to Human Resources Regulations, we can assure Ms. [redacted] that her issue was escalated to the District Manager and now it has reached the final level of escalation in our company. We want to note that “haul away” implied just that; hauling the item away. What Ms. [redacted] needed was for her water heater to be drained and un-installed. She did not purchase installation; therefore, that service would not be provided. We apologize if this was not made clear to her and if the level of service she received was not satisfactory. However, as we have noted, her concerns have been forwarded to the appropriate parties and there is no one else left to escalate this matter to. Any further correspondence will be directed to our office and the answer will be the same. Perhaps Ms. [redacted] feels that there should not have been another issue with the delivery since she filed a complaint last year for a different issue with delivery. We strive to improve in our processes every day, but that does not mean that there will not be issues. Ms. [redacted] issue form last year was addressed and she accepted a $50.00 in relation to that matter; therefore, her Revdex.com complaint was closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990131 – Rami [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding being double charged for his order.
Upon...
receiving Mr. [redacted]’s complaint we escalated his concerns to Lucas [redacted], Store General Manager of Store# 2008. Mr. [redacted] advised that Mr. [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, 2015. We apologize for any inconveniences that this may have caused Mr. [redacted]. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator. Upon receiving [redacted]...
complaint, we have reviewed her service history can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] refrigerator has been deemed as non-repairable and sent to Samsung for their review. [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps. 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]
February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. In accordance with Mr. [redacted] request, a credit for $25.50 was issued to his account. This credit should reflect within 3-5 business days. We want to take the time to apologize to Mr. [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronage. That said, given the aforementioned information, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 11, 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 her dissatisfaction with both our...
delivery service and our online product review standards. Our records show that we had already waived our delivery charges under a promotion for Ms[redacted] service; otherwise, we would certainly have refunded her any delivery charges. The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in question. As for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can devise. They do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the route. Depending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or not. With that said, Ms. [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin with. As far as the reviews are concerned, if Ms. [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaints. However, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between products. As such, the review is required to be product related only and that is common on most sites that offer product reviews. At this time, since Ms. [redacted] received the dryer she purchased and we have explained how our product reviews work, 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]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery...
experience. We would first like to apologize for any inconvenience [redacted] experienced with this transaction. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchange. According to their records the exchange was delivered on March 17, 2016. We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via email. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward. As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified. The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriate. All transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as such. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted]r we reached out...
to see if he was still in need of assistance as there
was a recent completed repair. He confirmed with me that the service had been
completed and the washer was working well. Since we have repaired the washer
and [redacted] is no longer in need of assistance 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]
February 22, 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 refrigerator. Upon...
receiving Ms. [redacted] complaint, we reviewed our Point-of-Sale system and the service history for the refrigerator in question. Our records show that Ms. [redacted] purchased the refrigerator on January 1, 2014. While the refrigerator came with a one-year warranty covering parts and labor, this coverage expired on January 1, 2015, over 13 months ago. Prior to the expiration to the warranty, Ms. [redacted] refrigerator was repaired twice. On July 31, 2014, the icemaker was replaced. A second repair was completed on December 23, 2014; a motor fan and thermostat were replaced. While Ms. [redacted] is dissatisfied with the refrigerator, she is outside the warranty period; therefore, neither a covered repair nor a replacement is an option. If Ms. [redacted] is in need of service, she is welcome to call Sears Home Services at [redacted] and schedule a repair, but she will be solely responsible for any cost incurred. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 24, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered when scheduling...
the repair of his television.It is unfortunate that we failed [redacted] expectations when he recently scheduled a television repair. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We made multiple attempts to contact [redacted] via email and also left voicemails. We provided our contact information and our offer to extend his protection agreement on the television for an additional 6 months at no charge to [redacted]. Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. If [redacted] would like to accept our offer, he may contact me on or before December 4, 2015 at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response. 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 SpecialistSears Holdings Corporation[redacted]
April 7, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered when scheduling a...
repair of her washer. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in [redacted] case the technician needed to spend an unexpected longer amount of time at more than one stop. On March 25, 2016, our technician made every attempt to complete his route on that day. Regrettably, he was unable to and he requested a rescheduled appointment. As clarification, the appointment is automatically rescheduled for the first available date and time frame. Unfortunately, the first available date was March 31, 2016. On March 26, 2016 [redacted] spoke with our routing supervisor regarding the rescheduled appointment. In an effort to appease [redacted], we made accommodations to provide a sooner service date of March 29, 2016. Our technician assessed her washer and ordered the necessary parts to complete the repair. Our technician returned on April 5, 2016 to install the parts and completed the repair. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/03/26) */
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
the delay in receiving her purchased recliner.
It is unfortunate that we failed [redacted] expectations when we did not meet the delivery date that was given to her on the day of her purchase. We value [redacted] patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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. After reviewing [redacted] complaint and our records, we were able to determine that the root cause of the delay was due to the fact that the manufacture was not able to fill [redacted] order, and we apologize for this. Our records also show that the delivery was completed on 14 March 2015. For any inconvenience this may have caused, we issued a sales adjustment of $64.15. We hope that [redacted] adjustable recliner will provide her with long term satisfaction. Since the delivery of [redacted] purchased recliner has been completed and courtesy compensation was provided, we have closed our files.
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]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her ice maker. [redacted]...
[redacted], Sears Home Services, Support Specialist provided the following response: On January 13, 2016, a service technician was dispatched to Ms. [redacted] Marble Falls home to install a new sensor. The unit began to cycle and was operating as designed. If I can be of any further assistance to Ms. [redacted], she can reach me directly at [redacted]. At this time, since we have installed the part and will wait for any further contact from Ms. [redacted], we respectfully request that this complaint be closed pending contact. 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 Claims Specialist Sears Holdings Corporation [redacted]
March 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for an...
exchange. We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processed. When an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or return. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that Customer Solutions was able to assist with processing an exchange. The transaction was processed on March 4, 2016, and delivery was completed on March 6, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since an exchange has been provided, 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and request for...
a full refund. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Sears Online to place an order for her. We value Ms. [redacted] patronage and can understand her frustration with the series of events detailed in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we processed a full refund accordingly. Ms. [redacted] should receive a credit of $30.74 to her [redacted] ending in [redacted] in 3 to 5 business days. Additionally, the shop your way rewards points will be refunded back to her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact me via email at [redacted]. In the interim, we have noted her concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 23, 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 Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Our records show that the technician returned to Mr. [redacted] home on February 22, 2016, to install the control board that was previously ordered. After installing the part, he tested the dishwasher and found that there was no power to the unit. The technician subsequently found an issue with the power supply to the dishwasher and advised Mr. [redacted] to contact an electrician to correct the problem. With that said, since it is the technician’s determination that the dishwasher will work properly once the electrical issue is addressed, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 6, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10958567– Elena
L. [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction at having other retailers sell items...
on
our sears.com website and an issue with her recent order, which was sold by
Direct Furnishings Inc. 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. Obviously, any other retailers that might be
showcased in our Marketplace have their own promotions, return policies, and
shipping charges. According to our posted Terms of Service, Ms. [redacted] would
need to direct any issues with her purchase to the seller, Direct Furnishing’s attention
as her purchase is subject to their individual policies. That said, we do
endeavor to try and make sure that consumers visiting our site are treated
fairly no matter who the seller may be; therefore, we contacted Ms. [redacted] and asked
that she send pictures of the wrong colored items. Even a picture of the box showing
what the item is and that the color is black would be fine. Nothing has been
received so far, but Ms. [redacted] may feel free to copy us on any email she sends
to Direct Furnishings Inc. We are regretful that our business decisions do not
meet with Ms. [redacted]’s approval and can only hope that she is able to resolve
the issue with the seller. In closure, 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 Direct Dial: [redacted]Email: Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/02/01) */
February 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted]'s...
complaint regarding his recent order.
Mentor [redacted] Store Manager, provided the following response:
After reviewing Mr. [redacted]'s complaint, we would be willing to discuss the matter with him, but we have attempted to contact him by telephone and there has been no response. We are unable to resolve Mr. [redacted]'s issue until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether Ms. [redacted] still requires assistance with his issue, but if he does, he may contact me (Mentor) at (XXX) XXX-XXXX during normal business hours. In the interim, we will consider Mr. [redacted]'s matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by anyone from Sears. I have called the above referenced phone number (XXX) XXX-XXXX multiple times and it is never answered. It rings 6-8 times and then clicks as if it is an answering machine but there is no message. After the click I have left many messages with my information but I have no idea if they are listening to or receiving the messages. I really don't know what else can be done other than the next time I travel to this Sears location, I will attempt to speak to this Mentor [redacted], if he even exists. I would like to thank you for your time in attempting to help me in this matter. Unfortunately it remains unresolved.
Final Business Response /* (4000, 12, 2015/02/10) */
February 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s rebuttal.
It was our understanding that Mentor has spoken with Mr. [redacted]. A gift card for $10.00 was mailed to Mr. [redacted] on February 9, 2015. Should Mr. [redacted] have any further concerns, he may contact Mentor via email as he has done before. Since it appears that the matter has been resolved, we respectfully ask that it remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of...
her washer and dryer and her request for a refund of the delivery fee. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer delivery. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, on April 20, 2016 [redacted] contacted the store and she cancelled the entire order due to the delivery issues. We issued a refund of $833.68 to [redacted] credit card ending in [redacted]. The credit should post to her account within 5-7 business days. With that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:Dear [redacted]It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situationIt is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr. [redacted]s reply. He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄ Sincerely, ...⇄ [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄ Sincerely, ...⇄ [redacted]
Sincerely,
[redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her delivery...
experience. We have reviewed the previous interaction Ms. [redacted] notes as well as her correspondence and all we can say is that Ms. [redacted] would not explain what more she was looking for when she was asked. She had asked for her haul away fee to be refunded, which was done as she noted. When asked what else should be addressed, she would not elaborate for [redacted], she simply said she did not understand her and she would escalate the issue. We can only assume that Ms. [redacted] does not feel that her issue was given enough attention. Although we cannot disclose any disciplinary actions that may have been taken due to Human Resources Regulations, we can assure Ms. [redacted] that her issue was escalated to the District Manager and now it has reached the final level of escalation in our company. We want to note that “haul away” implied just that; hauling the item away. What Ms. [redacted] needed was for her water heater to be drained and un-installed. She did not purchase installation; therefore, that service would not be provided. We apologize if this was not made clear to her and if the level of service she received was not satisfactory. However, as we have noted, her concerns have been forwarded to the appropriate parties and there is no one else left to escalate this matter to. Any further correspondence will be directed to our office and the answer will be the same. Perhaps Ms. [redacted] feels that there should not have been another issue with the delivery since she filed a complaint last year for a different issue with delivery. We strive to improve in our processes every day, but that does not mean that there will not be issues. Ms. [redacted] issue form last year was addressed and she accepted a $50.00 in relation to that matter; therefore, her Revdex.com complaint was closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990131 – Rami [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding being double charged for his order.
Upon...
receiving Mr. [redacted]’s complaint we escalated his concerns to Lucas [redacted], Store General Manager of Store# 2008. Mr. [redacted] advised that Mr. [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, 2015. We apologize for any inconveniences that this may have caused Mr. [redacted]. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator. Upon receiving [redacted]...
complaint, we have reviewed her service history can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] refrigerator has been deemed as non-repairable and sent to Samsung for their review. [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps. 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]