November 7, 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 her recent store
experience....
[redacted], District
Manager, provided the following response:After reviewing [redacted] complaint,
we would be willing to discuss the matter with her, but we have attempted to
contact her by telephone and there has been no response. We are unable to resolve [redacted] issue
until we have the opportunity to discuss the matter with her. At this time, we are uncertain as to whether [redacted] still requires assistance with her
issue, but if she does, she may contact me [redacted] during
normal business hours. In the interim, we will
consider [redacted] matter closed, pending her response.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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Michael R H[redacted] Dear [redacted] We have not fully completed our investigation Mr. H[redacted] complaint regarding his riding lawn mower. We have been...
unable to locate a profile or purchase of a riding tractor for Mr. H[redacted] with the phone number and address provided in his complaint. We will be happy to assist with his complaint but will need Mr. H[redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchase. Since we are needing additional information from Mr. H[redacted] to be able to address his concerns wed have closed this case pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order that was not available...
at his local Sears store and his request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. 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. With that said, we have verified with our Online department that a refund of $32.82 will be issued on a new Gift Card. Mr. [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online order. If he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card. 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
Complaint: [redacted]
I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completely. It is now making ice but not completely freezing items as it should. Additionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently have. Nor will I go out and purchase a small refrigerator until the current one was fixed. I've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with 3 days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers.
Sincerely,
[redacted]
March 30, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her disappointment that the glass...
in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage. We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter. Our records indicate that [redacted] purchased her range November 23, 1999. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In [redacted] case, the range in question is nearly 16 ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect. If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted]. For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair it. If she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $95.00 in [redacted] area). In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, 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]
October 29, 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] rebuttal to the response we previously sent.
After reviewing Mr. [redacted] response, our records show that the exchange that was pending for 22 October 2015, we rescheduled by Mr. [redacted] to 31 October 2015. Once the delivery is completed, we will be contacting Mr. [redacted] to further discuss the concerns brought forth in his complaint. At this time, we have closed our files pending the delivery of Mr. [redacted] appliance.
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/SHC
Direct [redacted]
Complaint: [redacted]
Why was the bracket not replaced when they were out to service it then.
I am rejecting this response because:
Sincerely,
[redacted]
May 4, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
We replaced a starter for [redacted] vehicle on 07/07/15 (miles-[redacted]. The Starter Warranty is 2 years on the part and 6 months or 6000 miles on the labor, whichever occurs first. This warranty coverage is on [redacted] copy on the back of her workorder. We did replace the starter and fixed some wiring problem that occurred on 10/01/15 . The warranty does not start over again at the time the starter was replaced under warranty. The warranty continues from the first time of replacement which was 07/07/2015.
This was explained to [redacted] at the time the starter went bad on 03/31/2016. We also reimbursed [redacted] $202.89 for the cost of towing/rental car. Unfortunately the Warranty expired on the labor of the starter at the time the starter malfunction (03/31/2016). At this time no further adjustment will be granted due to the labor warranty has expired. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:I should not have to wait 3-5 business days for a refund. I understand it wasn't your fault the package got lost however your customer service department was already able to see in your system that the package had been lost in transition by the time I made contact. I gave the package more than enough to get to me before I contacted the carrier and your customer service department and even after I told your customer service department that the tracking number ups was providing showed the package was dropped off in California rather than maine 2 weeks prior to me even ordering I still had to wait 2 weeks!!! No that's no way to run a business if you can see right in front off you something like that it should be fixed on the spot......
Sincerely,
[redacted]
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. Store Manager [redacted] has spoken with Mr. [redacted] regarding this issue. It seems Mr. [redacted] has obtained a different bedding set and he is satisfied with it. As a courtesy, we offered to send him a $20.00 gift card and he accepted. Since Mr. [redacted] indicated that this met with his approval, we respectfully ask that this matter be considered 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 [redacted]
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a [redacted]...
agreement. Each step of the [redacted] 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. [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 [redacted]. Option 3: buy it out for $XXX.” [redacted] has confirmed that [redacted] was also provided with a copy of this agreement via email. We want to make it clear that [redacted] is a separate entity and [redacted] agreement is with them. We cannot interfere; she will need to contact [redacted] with any further questions regarding her lease. That said, we have verified what the selling price for the queen sized version of what she purchased was and we have asked [redacted] to see if it is possible to refund the difference in cost, which would be $[redacted]. They are looking into the matter now and [redacted] should receive an email communication regarding the refund within 5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Joshua [redacted] #10985177 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his order for Craftsman TriGrips Non-Slip Work Supports. On...
November 30, 2015, Mr. [redacted] purchased a set of Craftsman TriGrips Non-Slip Work Supports via order # [redacted] for $5.37. The order was electronically sent to store #1664, our store in Paramus New Jersey. Inventory levels were incorrect and the store was unable to find the item. That said, since the store has been unable to secure the item, we have processed a $20.00 Sears electronic gift card that will be emailed the email address Mr. [redacted] provided to www.sears.com. It is important to note that there are times when emails from www.sears.com are parsed to a junk/spam email box, due to this we ask that Mr. [redacted] check his junk/spam mailbox. Typically a consumer can expect to receive an electronic gift card within 48 hours of processing. If the Craftsman TriGrips Non-Slip Work Supports are found at the store, they will contact Mr. [redacted]. Since we have noted our response to Mr. [redacted]’ complaint, we respectfully request that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
February 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL 60611 Re: #10985665 – Colleen [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the attempted repair of her...
refrigerator and her request for a refund because she felt the technician did not perform his job. Our records indicate that we had already noted on Ms. [redacted]’s account to cease further billing as of December 21, 2015. If she receives any further correspondence related to this debt dated after that day, then she is welcome to contact me via email at [redacted]@searshc.com or via phone at [redacted], so that we can provide further assistance. We would also note that we do not report our collection proceedings to any of the three major credit bureaus so any collection activity would not have had any impact to her credit report. At this time, since we have already provided Ms. [redacted] with her requested resolution, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because [redacted] has been contacted twice since the previous message was posted and he never answered or responded to the voicemails left for him. This is another instance where Sears doesn't care about their customers. I spent time and money going from the Sears location I was told by Sears.com to return he treadmill to only to arrive there and be told they don't accept returns. Sears customer service (phone) then said I needed to return it to a different store, which was 50 miles away. I did this only to be told it had to go back to the store that told me they didn't accept returns! The people on the phone then said yes it needs to go back to the original store. Sears clearly has no idea how to run a business, their staff is on completely different pages, and they make excuses at every turn. Sears owes me money for sending me all over the countryside for a return that should have been straightforward.
Sincerely,
[redacted]
March 16, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding damage to his range. As noted in our initial correspondence, Sears referred [redacted] damage claim to our third-party claims administrator [redacted]. We also noted that [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. At this time, we have to refer [redacted] to [redacted]. That said, we respectfully request 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]
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 his dissatisfaction with the problems he encountered with the delivery of...
the cooktop he ordered and the store customer service. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We would like to clarify that we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the delivery. Regrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his order. When [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of payment. This is standard procedure in order to comply with the agreement we have with our credit card merchants. In [redacted] case, he paid with a credit card and was requesting that the store issue his $[redacted] refund in the form of cash. In order to appease [redacted], the credit was issued in the form of a bank check on April 5, 2016 and will be mailed to the address listed on [redacted] complaint. [redacted] should receive the check within 10 – 14 business days. 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, 2014/12/30) */
Contact Name and Title:
Contact Phone: [redacted]
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have...
completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered.
We apologized to[redacted] for the delay in the refund process and that we failed to meet her expectations. We researched the order and confirmed that the headboard was never delivered and that the refund had not been processed. On December 22, 2014, a credit was process in the amount of $180.62 to [redacted] card ending in [redacted]. The credit should post to [redacted] account within 3 - 5 business days. With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed.
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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
No where is this information published. It was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED"
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with me. She wanted to argue with me instead of listening to my complaint.... She was belligerent and unprofessional. As far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. Chris...
[redacted], Sears Home Services, Technical Manager provided the following response: The washer noted in Ms. [redacted]’s complaint was purchased from Sears on December 31, 2013 and is no longer covered by the one year parts and labor warranty. That said, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. After the sixth attempt failed to repair the washer, we have determined that we cannot repair the washer. I contacted Ms. [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $270.59. The refund will be processed to the MasterCard ending in 6392. Typically a credit to a credit card will post to the account in 5 to 7 business days. During my conversation with Ms. [redacted], she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an Attorney. Since the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requested. If Ms. [redacted] decides to proceed with an Attorney, this is her prerogative. We expect the funds to post to Ms. [redacted]’s credit card in the aforementioned time frame. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 7, 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 her recent store
experience....
[redacted], District
Manager, provided the following response:After reviewing [redacted] complaint,
we would be willing to discuss the matter with her, but we have attempted to
contact her by telephone and there has been no response. We are unable to resolve [redacted] issue
until we have the opportunity to discuss the matter with her. At this time, we are uncertain as to whether [redacted] still requires assistance with her
issue, but if she does, she may contact me [redacted] during
normal business hours. In the interim, we will
consider [redacted] matter closed, pending her response.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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Michael R H[redacted] Dear [redacted] We have not fully completed our investigation Mr. H[redacted] complaint regarding his riding lawn mower. We have been...
unable to locate a profile or purchase of a riding tractor for Mr. H[redacted] with the phone number and address provided in his complaint. We will be happy to assist with his complaint but will need Mr. H[redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchase. Since we are needing additional information from Mr. H[redacted] to be able to address his concerns wed have closed this case pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order that was not available...
at his local Sears store and his request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. 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. With that said, we have verified with our Online department that a refund of $32.82 will be issued on a new Gift Card. Mr. [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online order. If he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card. 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
Complaint: [redacted]
I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completely. It is now making ice but not completely freezing items as it should. Additionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently have. Nor will I go out and purchase a small refrigerator until the current one was fixed. I've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with 3 days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers.
Sincerely,
[redacted]
March 30, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her disappointment that the glass...
in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage. We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter. Our records indicate that [redacted] purchased her range November 23, 1999. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In [redacted] case, the range in question is nearly 16 ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect. If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted]. For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair it. If she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $95.00 in [redacted] area). In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, 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]
October 29, 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] rebuttal to the response we previously sent.
After reviewing Mr. [redacted] response, our records show that the exchange that was pending for 22 October 2015, we rescheduled by Mr. [redacted] to 31 October 2015. Once the delivery is completed, we will be contacting Mr. [redacted] to further discuss the concerns brought forth in his complaint. At this time, we have closed our files pending the delivery of Mr. [redacted] appliance.
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/SHC
Direct [redacted]
Complaint: [redacted]
Why was the bracket not replaced when they were out to service it then.
I am rejecting this response because:
Sincerely,
[redacted]
May 4, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
We replaced a starter for [redacted] vehicle on 07/07/15 (miles-[redacted]. The Starter Warranty is 2 years on the part and 6 months or 6000 miles on the labor, whichever occurs first. This warranty coverage is on [redacted] copy on the back of her workorder. We did replace the starter and fixed some wiring problem that occurred on 10/01/15 . The warranty does not start over again at the time the starter was replaced under warranty. The warranty continues from the first time of replacement which was 07/07/2015.
This was explained to [redacted] at the time the starter went bad on 03/31/2016. We also reimbursed [redacted] $202.89 for the cost of towing/rental car. Unfortunately the Warranty expired on the labor of the starter at the time the starter malfunction (03/31/2016). At this time no further adjustment will be granted due to the labor warranty has expired. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:I should not have to wait 3-5 business days for a refund. I understand it wasn't your fault the package got lost however your customer service department was already able to see in your system that the package had been lost in transition by the time I made contact. I gave the package more than enough to get to me before I contacted the carrier and your customer service department and even after I told your customer service department that the tracking number ups was providing showed the package was dropped off in California rather than maine 2 weeks prior to me even ordering I still had to wait 2 weeks!!! No that's no way to run a business if you can see right in front off you something like that it should be fixed on the spot......
Sincerely,
[redacted]
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. Store Manager [redacted] has spoken with Mr. [redacted] regarding this issue. It seems Mr. [redacted] has obtained a different bedding set and he is satisfied with it. As a courtesy, we offered to send him a $20.00 gift card and he accepted. Since Mr. [redacted] indicated that this met with his approval, we respectfully ask that this matter be considered 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 [redacted]
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a [redacted]...
agreement. Each step of the [redacted] 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. [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 [redacted]. Option 3: buy it out for $XXX.” [redacted] has confirmed that [redacted] was also provided with a copy of this agreement via email. We want to make it clear that [redacted] is a separate entity and [redacted] agreement is with them. We cannot interfere; she will need to contact [redacted] with any further questions regarding her lease. That said, we have verified what the selling price for the queen sized version of what she purchased was and we have asked [redacted] to see if it is possible to refund the difference in cost, which would be $[redacted]. They are looking into the matter now and [redacted] should receive an email communication regarding the refund within 5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Joshua [redacted] #10985177 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his order for Craftsman TriGrips Non-Slip Work Supports. On...
November 30, 2015, Mr. [redacted] purchased a set of Craftsman TriGrips Non-Slip Work Supports via order # [redacted] for $5.37. The order was electronically sent to store #1664, our store in Paramus New Jersey. Inventory levels were incorrect and the store was unable to find the item. That said, since the store has been unable to secure the item, we have processed a $20.00 Sears electronic gift card that will be emailed the email address Mr. [redacted] provided to www.sears.com. It is important to note that there are times when emails from www.sears.com are parsed to a junk/spam email box, due to this we ask that Mr. [redacted] check his junk/spam mailbox. Typically a consumer can expect to receive an electronic gift card within 48 hours of processing. If the Craftsman TriGrips Non-Slip Work Supports are found at the store, they will contact Mr. [redacted]. Since we have noted our response to Mr. [redacted]’ complaint, we respectfully request that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
February 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL 60611 Re: #10985665 – Colleen [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the attempted repair of her...
refrigerator and her request for a refund because she felt the technician did not perform his job. Our records indicate that we had already noted on Ms. [redacted]’s account to cease further billing as of December 21, 2015. If she receives any further correspondence related to this debt dated after that day, then she is welcome to contact me via email at [redacted]@searshc.com or via phone at [redacted], so that we can provide further assistance. We would also note that we do not report our collection proceedings to any of the three major credit bureaus so any collection activity would not have had any impact to her credit report. At this time, since we have already provided Ms. [redacted] with her requested resolution, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because [redacted] has been contacted twice since the previous message was posted and he never answered or responded to the voicemails left for him. This is another instance where Sears doesn't care about their customers. I spent time and money going from the Sears location I was told by Sears.com to return he treadmill to only to arrive there and be told they don't accept returns. Sears customer service (phone) then said I needed to return it to a different store, which was 50 miles away. I did this only to be told it had to go back to the store that told me they didn't accept returns! The people on the phone then said yes it needs to go back to the original store. Sears clearly has no idea how to run a business, their staff is on completely different pages, and they make excuses at every turn. Sears owes me money for sending me all over the countryside for a return that should have been straightforward.
Sincerely,
[redacted]
March 16, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding damage to his range. As noted in our initial correspondence, Sears referred [redacted] damage claim to our third-party claims administrator [redacted]. We also noted that [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. At this time, we have to refer [redacted] to [redacted]. That said, we respectfully request 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]
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 his dissatisfaction with the problems he encountered with the delivery of...
the cooktop he ordered and the store customer service. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We would like to clarify that we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the delivery. Regrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his order. When [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of payment. This is standard procedure in order to comply with the agreement we have with our credit card merchants. In [redacted] case, he paid with a credit card and was requesting that the store issue his $[redacted] refund in the form of cash. In order to appease [redacted], the credit was issued in the form of a bank check on April 5, 2016 and will be mailed to the address listed on [redacted] complaint. [redacted] should receive the check within 10 – 14 business days. 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, 2014/12/30) */
Contact Name and Title:
Contact Phone: [redacted]
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have...
completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered.
We apologized to[redacted] for the delay in the refund process and that we failed to meet her expectations. We researched the order and confirmed that the headboard was never delivered and that the refund had not been processed. On December 22, 2014, a credit was process in the amount of $180.62 to [redacted] card ending in [redacted]. The credit should post to [redacted] account within 3 - 5 business days. With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed.
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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
No where is this information published. It was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED"
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with me. She wanted to argue with me instead of listening to my complaint.... She was belligerent and unprofessional. As far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. Chris...
[redacted], Sears Home Services, Technical Manager provided the following response: The washer noted in Ms. [redacted]’s complaint was purchased from Sears on December 31, 2013 and is no longer covered by the one year parts and labor warranty. That said, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. After the sixth attempt failed to repair the washer, we have determined that we cannot repair the washer. I contacted Ms. [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $270.59. The refund will be processed to the MasterCard ending in 6392. Typically a credit to a credit card will post to the account in 5 to 7 business days. During my conversation with Ms. [redacted], she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an Attorney. Since the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requested. If Ms. [redacted] decides to proceed with an Attorney, this is her prerogative. We expect the funds to post to Ms. [redacted]’s credit card in the aforementioned time frame. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com