January 12, 2016 [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 a [redacted]...
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that it appears that Ms. [redacted] was also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and Ms. [redacted] agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
like I have mentioned many times before there was no return label in the box. If the manager Jose is telling you he saw a return label in the box then he is liar. I don't understand why everyone working in Sears makes things so difficult, I want to return it in the store. I do not want to go back to Joses store because I do not believe he and his stuff know what they are doing. I also want proof that I returned it when I take it to the store because your company has made so many mistakes I don't want to deal with another one. Until we can get this settle I will not agree to close this matter. It's incredible you people speak of unfair, I have tried to cancel this order and return it since December and you people treat me as if I want to keep the ring and not pay like a criminal. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.Upon receiving [redacted]...
complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted]. [redacted] contacted [redacted] and discussed his complaint and it was agreed that as a customer courtesy, he would be refunded the cost of the alignment to which he accepted. That being said, because we have provided [redacted] with his requested resolution, 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]
December 7, 2015 [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted] [redacted]
[redacted]We have been unable to complete
the investigation of [redacted] complaint.
Although [redacted] provided her name and address in the...
complaint, we
could not locate the service information for the appliance in question. In
order to investigate this matter thoroughly, we ask that [redacted] provide the
repair address and telephone number used to schedule the repair, so we can
locate her service call in our system. We would appreciate it if [redacted] would
respond to this correspondence with the requested information. In the interim,
we ask to have this matter closed, pending a response from [redacted].We apologize to [redacted]
for this issue and would appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
February 5, 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 online order and request...
to receive the same item ordered for the same price originally paid. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As such, a refund of $368.04 has been credited to Mr. [redacted] account on January 28, 2016. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]:
We have completed the investigation o[redacted] rebuttal regarding his allegation that damage was done to his home by his washer.
We have received [redacted]’s rebuttal and need to refer him to [redacted], our third-party claims adjuster with his concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. [redacted] should contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. Because we have referred [redacted] to [redacted] for assistance with his claim, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
February 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: #11080225 – Michael [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding non-receipt of a...
partial credit for a lawn mower deck he ordered from Sears Parts Direct. Penny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. On February 11, 2016, she left a message with her contact information and asked that Mr. [redacted] call to discuss his issue further; however, he has not yet responded. Until we have an opportunity to discuss this matter with Mr. [redacted], we are unable to work toward a resolution. If Mr. [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-5045 within 30 business days from the date of this letter. We ask to have this matter closed in the interim, pending Mr. [redacted]’s response. We apologize to Mr. [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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her dryer. [redacted], Sears Home...
Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, 2016. Per the technicians notes both units were tested and were found to be operating as expected. Moving forward if I can be of any assistance to [redacted], she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 7, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Charles [redacted] - # 12492618 Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’ complaint regarding his range repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his range repair. After receiving Mr. [redacted]’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns. While an exchange or a refund was not an option, Ms. Jackson offered to assist Mr. [redacted] with the repair of his range. Ms. Jackson monitored the part order and offered to check on sooner service. Mr. [redacted] opted to keep the November 29th appointment and Ms. Jackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properly. With that said, since Mr. [redacted]’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
Good afternoon,The requested information is below:[redacted] I would also like to add when I called after the scheduled window I was told that the service technician was still scheduled to arrive and would call. This occurred at roughly 5:05pm with the service window being from 1-5. When I called back around 5:30 I was told our service had been marked as complete. The woman said she would contact dispatch and have them get back to me after they spoke with the technician. No one ever returned my calls.
Sincerely,
[redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted]We have completed the
investigation of [redacted]’ complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we forwarded [redacted] complaint to the
District Service Manager for further review, as we do not take these matters
lightly. [redacted] with unit [redacted]
reviewed [redacted] service order and confirmed that she was currently
scheduled for service for November 6, 2015.
On the date of service, the technician consulted with Sears Technical
Assistance Center (STAC) and determined that the unit was not repairable. Accordingly, [redacted] has been authorized
for an in-warranty exchange.
Furthermore, our records show that [redacted] has been provided with a
three-month Repair Protection Agreement (RPA) as a conciliatory gesture that is
in effect until January 16, 2016. With that said, since we have addressed [redacted] concerns and authorized her for a new refrigerator under her
manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter. Sincerely,[redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to cancel an order once she placed...
it.We would like to clarify that our website indicates that
once an order is placed it might not be possible to cancel it depending upon
the type of order. This is because many of our systems are automated and once
the order enters that automated process, it is not possible to stop it. In [redacted] case, when the order was placed it placed a hold against the
funds and then when it shipped the charge actually posted. Unfortunately, she
then had to wait for it to be delivered before it could be returned and
refunded. We would also note that even if she could have cancelled the order,
she did not seem to realize that a refund credit would not have posted instantaneously
and can sometimes the credit card issuer can take up to 5 business days to post
a refund; so either way [redacted] would have most likely owed a bank fee
if she overdrew her account. In the end, once it was delivered a refund was
processed, so this issue should now be resolved for her; therefore, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
February 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Aerin [redacted] - # 11123420 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer and her request...
for a replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Ms. [redacted]’s current washer, it was determined that $899.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on February 8, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (808) 388-6883, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her dishwasher and...
her request for a refund. Our records indicate that on our first visit to [redacted] home, our technician felt the problem was related to the control board. This was ordered and $175.20 was collected in advance and the balance would have been owed when we completed the repair. On our second visit though, the technician found that the issue was not the board and was instead the water pump. While we could still have ordered this part, [redacted] declined the repair at that point. This meant that she should have received a refund for $175.20 minus her non-refundable trip fee of $59.00, and the technician did notate in the service order that she was due $116.20. To actually have the refund issued, the technician is then required to submit a form to our billing department. We are unsure as to whether this was submitted by the technician and somehow went astray or never submitted in the first place. [redacted] subsequently contacted our billing department and they had requested that she send them her copy of the form that the technician was supposed to have mailed in. She indicated that she did not have a fax machine and eventually someone processed her refund without the form. The refund was processed on February 26, 2016, as a credit in the amount of $116.20 to her [redacted] card ending in [redacted], and should have posted to her account by now. Since we have confirmed that [redacted] was refunded for all monies above the non-refundable minimum trip fee, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not accept this response. When this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wished. I was also given an addition $27.06 back on my refund for the inconvenience associated with my purchase. At this point in time, all I request is that I be given back the $27.06 on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorization. At this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaints. My main complaint is that me and my wife were expecting a baby when I was dealing with the executive team. I informed them that I had been refunded twice, they were not even aware of it. I informed them that I authorized my [redacted] to be recharged but not my [redacted]. I was then informed that they would be recharging my [redacted]. I emailed and indicated that this was not acceptable as it would over withdraw my bank account. Despite this no type of alternative solution was offered by Sears. My daughter was born on 02/09/16 and I had a negative balance in my bank account. I did not even have the money to take her to her first pediatrician appointment. Sears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stress. I explained to my case worker that I had a baby due as well as the details outlined above. In addition to this I requested to speak to the manager of my case worker on 02/08/16. I was told that they would contact me on 02/12/16. I never received a call from a manager and continued to follow up and then was finally told on 02/19/16 that the case had been assigned to a Revdex.com worker. To summarize, I am requesting for the $27.06 that was given to me for my inconvenience to be put back on to my [redacted].
Sincerely,
[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10969211 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your...
Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced with our online customer service. We want to assure Mr. [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.According to our records, on November 30, 2015 Mr. [redacted] provided us with a copy of the email he received with our surprise point offer. We notified Mr. [redacted] that we were unable to determine why the surprise points did not work on his online order. However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons. For customer satisfaction, on November 30, 2015 we applied 25,000 SYWR points to Mr. [redacted]’s account; which is equivalent to $25. With that being said, since we have addressed the issues brought forth in Mr. [redacted]’s complaint we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10957677 – Scott [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with our customer service and our store’s
alleged...
failure to fulfill his online order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently placed an order for pick up from his local Sears
Store. We value Mr. [redacted]’s patronage and can understand his frustration with
the events detailed in his complaint. We regret that this incident occurred, and
we can assure Mr. [redacted] that his concerns have been forwarded to management for
review so that future problems of this nature can be averted. As a result of this action, Carlos [redacted],
Manager for Sears Store number 1380, attempted to reach Mr. [redacted] by telephone
on December 9, 2015, and by email on December 10th to invite him to call
or return to the store to receive his refund.
Mr. [redacted] has not yet replied. Until
we have the opportunity to speak with Mr. [redacted], we can only reiterate that we
truly regret any inconvenience he may have experienced. If Mr. [redacted] still needs assistance we ask
that he reply to Mr. [redacted] at [redacted] or by email within fifteen business
days from the date of this letter. We
respectfully ask to have this matter closed pending Mr. [redacted]’s response, since
we have noted his comments and notified the appropriate parties. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mower. We reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engine. The repair to repair the damage to the engine due to no oil is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] complaint, we ask that this complaint remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request...
for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that Sears Online advised that the item was no longer available. However the warehouse indicated that they would contact Mr. [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to him. We apologize again for any inconvenience Mr. [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation upon. Since it is our understanding that Mr. [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 25, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As clarification, Mr. [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of service. To locate a repair center near you call [redacted]®. In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr. [redacted] was renewing the coverage he has had on his receiver since February 20, 2008 and the conditions have not changed. Our previous offers stand. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 12, 2016 [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 a [redacted]...
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that it appears that Ms. [redacted] was also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and Ms. [redacted] agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
like I have mentioned many times before there was no return label in the box. If the manager Jose is telling you he saw a return label in the box then he is liar. I don't understand why everyone working in Sears makes things so difficult, I want to return it in the store. I do not want to go back to Joses store because I do not believe he and his stuff know what they are doing. I also want proof that I returned it when I take it to the store because your company has made so many mistakes I don't want to deal with another one. Until we can get this settle I will not agree to close this matter. It's incredible you people speak of unfair, I have tried to cancel this order and return it since December and you people treat me as if I want to keep the ring and not pay like a criminal. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.Upon receiving [redacted]...
complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted]. [redacted] contacted [redacted] and discussed his complaint and it was agreed that as a customer courtesy, he would be refunded the cost of the alignment to which he accepted. That being said, because we have provided [redacted] with his requested resolution, 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]
December 7, 2015 [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted] [redacted]
[redacted]We have been unable to complete
the investigation of [redacted] complaint.
Although [redacted] provided her name and address in the...
complaint, we
could not locate the service information for the appliance in question. In
order to investigate this matter thoroughly, we ask that [redacted] provide the
repair address and telephone number used to schedule the repair, so we can
locate her service call in our system. We would appreciate it if [redacted] would
respond to this correspondence with the requested information. In the interim,
we ask to have this matter closed, pending a response from [redacted].We apologize to [redacted]
for this issue and would appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
February 5, 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 online order and request...
to receive the same item ordered for the same price originally paid. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As such, a refund of $368.04 has been credited to Mr. [redacted] account on January 28, 2016. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]:
We have completed the investigation o[redacted] rebuttal regarding his allegation that damage was done to his home by his washer.
We have received [redacted]’s rebuttal and need to refer him to [redacted], our third-party claims adjuster with his concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. [redacted] should contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. Because we have referred [redacted] to [redacted] for assistance with his claim, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
February 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: #11080225 – Michael [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding non-receipt of a...
partial credit for a lawn mower deck he ordered from Sears Parts Direct. Penny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. On February 11, 2016, she left a message with her contact information and asked that Mr. [redacted] call to discuss his issue further; however, he has not yet responded. Until we have an opportunity to discuss this matter with Mr. [redacted], we are unable to work toward a resolution. If Mr. [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-5045 within 30 business days from the date of this letter. We ask to have this matter closed in the interim, pending Mr. [redacted]’s response. We apologize to Mr. [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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her dryer. [redacted], Sears Home...
Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, 2016. Per the technicians notes both units were tested and were found to be operating as expected. Moving forward if I can be of any assistance to [redacted], she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 7, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Charles [redacted] - # 12492618 Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’ complaint regarding his range repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his range repair. After receiving Mr. [redacted]’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns. While an exchange or a refund was not an option, Ms. Jackson offered to assist Mr. [redacted] with the repair of his range. Ms. Jackson monitored the part order and offered to check on sooner service. Mr. [redacted] opted to keep the November 29th appointment and Ms. Jackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properly. With that said, since Mr. [redacted]’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
Good afternoon,The requested information is below:[redacted] I would also like to add when I called after the scheduled window I was told that the service technician was still scheduled to arrive and would call. This occurred at roughly 5:05pm with the service window being from 1-5. When I called back around 5:30 I was told our service had been marked as complete. The woman said she would contact dispatch and have them get back to me after they spoke with the technician. No one ever returned my calls.
Sincerely,
[redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted]We have completed the
investigation of [redacted]’ complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we forwarded [redacted] complaint to the
District Service Manager for further review, as we do not take these matters
lightly. [redacted] with unit [redacted]
reviewed [redacted] service order and confirmed that she was currently
scheduled for service for November 6, 2015.
On the date of service, the technician consulted with Sears Technical
Assistance Center (STAC) and determined that the unit was not repairable. Accordingly, [redacted] has been authorized
for an in-warranty exchange.
Furthermore, our records show that [redacted] has been provided with a
three-month Repair Protection Agreement (RPA) as a conciliatory gesture that is
in effect until January 16, 2016. With that said, since we have addressed [redacted] concerns and authorized her for a new refrigerator under her
manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter. Sincerely,[redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to cancel an order once she placed...
it.We would like to clarify that our website indicates that
once an order is placed it might not be possible to cancel it depending upon
the type of order. This is because many of our systems are automated and once
the order enters that automated process, it is not possible to stop it. In [redacted] case, when the order was placed it placed a hold against the
funds and then when it shipped the charge actually posted. Unfortunately, she
then had to wait for it to be delivered before it could be returned and
refunded. We would also note that even if she could have cancelled the order,
she did not seem to realize that a refund credit would not have posted instantaneously
and can sometimes the credit card issuer can take up to 5 business days to post
a refund; so either way [redacted] would have most likely owed a bank fee
if she overdrew her account. In the end, once it was delivered a refund was
processed, so this issue should now be resolved for her; therefore, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
February 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Aerin [redacted] - # 11123420 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer and her request...
for a replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Ms. [redacted]’s current washer, it was determined that $899.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on February 8, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (808) 388-6883, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her dishwasher and...
her request for a refund. Our records indicate that on our first visit to [redacted] home, our technician felt the problem was related to the control board. This was ordered and $175.20 was collected in advance and the balance would have been owed when we completed the repair. On our second visit though, the technician found that the issue was not the board and was instead the water pump. While we could still have ordered this part, [redacted] declined the repair at that point. This meant that she should have received a refund for $175.20 minus her non-refundable trip fee of $59.00, and the technician did notate in the service order that she was due $116.20. To actually have the refund issued, the technician is then required to submit a form to our billing department. We are unsure as to whether this was submitted by the technician and somehow went astray or never submitted in the first place. [redacted] subsequently contacted our billing department and they had requested that she send them her copy of the form that the technician was supposed to have mailed in. She indicated that she did not have a fax machine and eventually someone processed her refund without the form. The refund was processed on February 26, 2016, as a credit in the amount of $116.20 to her [redacted] card ending in [redacted], and should have posted to her account by now. Since we have confirmed that [redacted] was refunded for all monies above the non-refundable minimum trip fee, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not accept this response. When this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wished. I was also given an addition $27.06 back on my refund for the inconvenience associated with my purchase. At this point in time, all I request is that I be given back the $27.06 on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorization. At this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaints. My main complaint is that me and my wife were expecting a baby when I was dealing with the executive team. I informed them that I had been refunded twice, they were not even aware of it. I informed them that I authorized my [redacted] to be recharged but not my [redacted]. I was then informed that they would be recharging my [redacted]. I emailed and indicated that this was not acceptable as it would over withdraw my bank account. Despite this no type of alternative solution was offered by Sears. My daughter was born on 02/09/16 and I had a negative balance in my bank account. I did not even have the money to take her to her first pediatrician appointment. Sears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stress. I explained to my case worker that I had a baby due as well as the details outlined above. In addition to this I requested to speak to the manager of my case worker on 02/08/16. I was told that they would contact me on 02/12/16. I never received a call from a manager and continued to follow up and then was finally told on 02/19/16 that the case had been assigned to a Revdex.com worker. To summarize, I am requesting for the $27.06 that was given to me for my inconvenience to be put back on to my [redacted].
Sincerely,
[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10969211 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your...
Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced with our online customer service. We want to assure Mr. [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.According to our records, on November 30, 2015 Mr. [redacted] provided us with a copy of the email he received with our surprise point offer. We notified Mr. [redacted] that we were unable to determine why the surprise points did not work on his online order. However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons. For customer satisfaction, on November 30, 2015 we applied 25,000 SYWR points to Mr. [redacted]’s account; which is equivalent to $25. With that being said, since we have addressed the issues brought forth in Mr. [redacted]’s complaint we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10957677 – Scott [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with our customer service and our store’s
alleged...
failure to fulfill his online order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently placed an order for pick up from his local Sears
Store. We value Mr. [redacted]’s patronage and can understand his frustration with
the events detailed in his complaint. We regret that this incident occurred, and
we can assure Mr. [redacted] that his concerns have been forwarded to management for
review so that future problems of this nature can be averted. As a result of this action, Carlos [redacted],
Manager for Sears Store number 1380, attempted to reach Mr. [redacted] by telephone
on December 9, 2015, and by email on December 10th to invite him to call
or return to the store to receive his refund.
Mr. [redacted] has not yet replied. Until
we have the opportunity to speak with Mr. [redacted], we can only reiterate that we
truly regret any inconvenience he may have experienced. If Mr. [redacted] still needs assistance we ask
that he reply to Mr. [redacted] at [redacted] or by email within fifteen business
days from the date of this letter. We
respectfully ask to have this matter closed pending Mr. [redacted]’s response, since
we have noted his comments and notified the appropriate parties. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mower. We reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engine. The repair to repair the damage to the engine due to no oil is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] complaint, we ask that this complaint remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request...
for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that Sears Online advised that the item was no longer available. However the warehouse indicated that they would contact Mr. [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to him. We apologize again for any inconvenience Mr. [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation upon. Since it is our understanding that Mr. [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 25, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As clarification, Mr. [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of service. To locate a repair center near you call [redacted]®. In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr. [redacted] was renewing the coverage he has had on his receiver since February 20, 2008 and the conditions have not changed. Our previous offers stand. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]