[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding repairs to his refrigerator. It is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issue. Additionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacement. That said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, 2017. We have asked Mr. [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unit. Since we have provided Mr. [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufacture. if we would have known that we would have purchased a well known brand. To me this is not a good or fair sales practice.
Sincerely,
[redacted]
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and non-receipt of a refund. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by Apparel Save located at [redacted] with a telephone number of ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exception. Accordingly, a refund of $65.98 was processed on January 12, 2016. Ms. [redacted] credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding her refrigerator. Upon receipt of...
Mrs. [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for her. At this time we show that delivery was set for January 13, 2016. It is important to note that although Mrs. [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in 2014 and received damaged, our records do not support this contention. When we researched, we found that Mr. and Mrs. [redacted] had purchased a 21 foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number delivered. Mr. [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transaction. Ms. [redacted] offered Mr. [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr. [redacted] received a brand new 21 cubic foot refrigerator at no cost to him. This was a refund of $635.99. Meanwhile unbeknownst to the store manager, Mr. [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigerator. At that time the agent had no knowledge of the accommodation already provided and so offered Mr. [redacted] a 2 year Master Protection agreement (a value of approx. $300.00) to keep the refrigerator and this he accepted. It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to stand. Now, on top of the previously given free refrigerator and free MPA, the [redacted]s were offered a replacement refrigerator valued at $1349.99 even though they did not meet the criteria under the contract to receive this. However, since it was offered we honored the commitment and the refrigerator was replaced. We would note though that no further courtesy accommodations will be made to our policies for Mr. and Mrs. [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction. As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer.
We have reviewed...
[redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn. Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement. We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future. That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse. 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]
November
12, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear [redacted]Thank
you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your
inquiry concerning...
the above-referenced file. In our review of the complaint
and after speaking to the customer, we have confirmed that the siding was
neither installed nor serviced by SHIP. The customer’s complaint should be filed
against the handyman service he has mentioned in his complaint. At
this time, we respectfully request that you close your file. On behalf of SHIP
please know that we value [redacted] as a future customer and would be happy
to assist him in the future if he chooses to have new siding installed on his
home. If you have any questions or
concerns, please contact me at [redacted], or via email at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted]: We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding Sears Home Services....
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted]’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted]’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted]. The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10981981–Bryce
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding a TV he wanted to purchase....
We want
to first of all apologize for the manner in which Mr. [redacted] call was
handled. However, the TV he mentioned was sold on the Outlet portion of our
website. Items on this set are unique in that they are either floor model,
previously used, or refurbished and that is why the price is greatly reduced. Items
on this portion of the site are sold on a first come, first serve basis. If Mr.
[redacted] did not place his order online and secure the item while it was available,
then we are not responsible for replacing it with another item. It is not available
at Mr. [redacted] local store any longer so another consumer must have placed their
order to secure it. As a courtesy, we are willing to discount the price of another
TV purchased from our site by 10%. If Mr. [redacted] wishes to accept, he may email
the new order to my address number and the discount will be applied. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have
completed our investigation [redacted] complaint regarding the charges for a
recent dishwasher...
repair.First,
we would like to apologize to [redacted] for failing his expectations in regard
to his recent dishwasher repair. We would
like to assure [redacted] that we appreciate his valuable feedback, as we do
not take these matters lightly. Upon
researching [redacted]’s concerns, we found that he was charged to have the
pump unclogged, which the $59.99 diagnostic fee does not encompass. The aforementioned fee only provides for a
diagnosis; any service provided in addition to the diagnosis incurs a charge
and this is explained at the time service is scheduled. The $156.00 charge for the pump cleaning is
correct, but the technician should have honored the 20% discount. Therefore, we have processed a credit to [redacted] account in the amount of $31.20, which should post within
the next five to seven days. Furthermore, we would
like to clarify that labor charges are based upon job codes, not hourly rates,
which is standard in the repair industry.
With that said, since we have explained why [redacted] was charged more
than the $59.99 he was originally quoted and processed the discount he was
originally denied, we ask that this matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
...⇄ [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 the VIP reward items she was supposed to receive. We first want to thank Ms. [redacted] for her patronage. That said, tracking records reflect that the package in question as was delivered via [redacted] on December 22, 2015 and left on her front door at 6:10PM. If there is an issue with this tracking, Ms. [redacted] may contact me during normal business hours at [redacted] during normal business hours. We will open a claim with [redacted] and resolve the issue. 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 [redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and her...
request for a full refund. After researching the notes outlined in her online order, we found that Sears Online had assisted in issuing a lost tracer for the order that was not received. [redacted] investigated and confirmed that they delivered the packages to Ms. [redacted] front porch. According to Ms. [redacted] stated that she was not home when [redacted] completed delivery and that the items were taken from her front porch. Sears Online explained that since our records show the order was delivered accordingly, we are unable to issue a refund. At this point, Ms. [redacted] will need to dispute any charges with her credit card company. We apologize for any inconvenience Ms. [redacted] may have experienced. In the interim, since Ms. [redacted] will need to contact her financial institution regarding this matter, 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
February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Wen ** Dear Ms. [redacted], We have completed the investigation of Mr. **’s complaint regarding his recent online order for store pick up...
that had to be canceled and his request for store credit. It is unfortunate if we have failed Mr. **’s expectations and we can understand his frustration with the series of events detailed in his complaint. After forwarding this matter to the Sears Shop Your Way Rewards team, they were able to issue $20.00 back to Mr. **’s SYWR account. This credit was completed as a one-time courtesy exception. Should Mr. ** have any questions regarding this matter, he may contact [redacted]. In the interim, since we have provided an equitable resolution by honoring his request, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 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 that the service on his television was not completed...
in a timely manner. It is unfortunate that we failed to meet [redacted]’s expectations when we recently scheduled a television repair. We value [redacted]’s patronage and can understand his frustration when the repair of her television took longer than he expected. We would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause an appointment to be rescheduled, in [redacted]’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weather. At this time, [redacted] television has been repaired and it appears to be working to specifications. With that being said, since we have addressed the issue brought forth in [redacted]’s complaint, 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
Sears Home Services and repairs to his refrigerator. After reviewing Mr. [redacted] complaint, the service records were reviewed and our office provided his desired resolution. That said, our office has processed a refund in the amount of $301.20, which we expect to post to Mr. [redacted] card within the next 3-5 business days. Since we have provided Mr. [redacted] with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:To whom this may concern,I have received the $50 check today. I was not told a ONE TIME $50 reimbursement. I was told a $20 every week from the day the washer quit working up to the day it is fixed. My washer quit working January 23rd and did not get fixed until March 21st. I am very sure Sears has records of how many times I called because the washer was not fixed and they have to send another technician and I have to miss work again. I just don't understand why I need to keep on fighting this. I lost money for the missed work days, my water and sewer bills doubled because of the washer and I still have to fight about my laundry reimbursement. I just hope Sears would be fair and give me the rest of the money promised.
Sincerely,
[redacted]
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Donald Ray [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with an item he purchased from a Marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected, it is noted throughout the ordering process, and on the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mr. [redacted] was assisted by sears.com associates and during their investigation he was offered an electronic return label for return shipping. Additionally, he was provided with a partial refund of $291.38. Although there are times that a seller’s policy requires shipping or restocking fees to be deducted from a return, we are uncertain as to whether this is the reason Mr. [redacted] was provided with a partial refund. Therefore, on February 19, 2016, the difference of $87.50 was credited to his MasterCard ending in 3039. While we empathize with Mr. [redacted]’s situation, Sears does not own or have access to his Sears Master Card account. Nor do we have any jurisdiction over the payment terms of his account. As such, Mr. [redacted] will need to contact his credit provider directly regarding any concerns about his credit account. At this time, we can only apologize for any inconvenience Mr. [redacted] may have experienced. Since a full refund has been provided, we have documented Mr. [redacted]’s concerns and closed our file regarding this matter. 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] Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because: If pump motor had water in it due to seal failure then it was bad not maybe, could be, not sure.. if pump motor was bad why was money paid for pump motor refunded... [redacted] said tech informed her it was not pump motor it was board.. There was no mention that it might be both.. So if pump motor was bad why reinstall after replacing board? If it's bad it's bad No I did not feel confident in tech after him telling us problem was one thing then another.. Nor did I like water being left in tub after he left for us to drain out... Nor did I like the fact we had to go back to laundromat to wash clothes that should have been washed at home.. Due to the added expense and time we incurred doing our wash at laundromat at no fault to us .. I feel we should not be charged for so called service....
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings. I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car. Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time. I was promised the heat would be fixed as a result and it wasn't. I paid for the damage an inexperienced Sears mechanic caused my car. I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly. I would hate for this to happen to anyone els.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is on file for cancelling 8 appts for various reasons. (4 Cancels: Trucks out of service) (2 No Shows No Calls) (1 Cancels en-route and never show)(1 Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!!
Sincerely,
[redacted]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and the cancellation of her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart store. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that Ms. [redacted] has been refunded for the down payment of $10.00 she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding repairs to his refrigerator. It is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issue. Additionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacement. That said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, 2017. We have asked Mr. [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unit. Since we have provided Mr. [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufacture. if we would have known that we would have purchased a well known brand. To me this is not a good or fair sales practice.
Sincerely,
[redacted]
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and non-receipt of a refund. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by Apparel Save located at [redacted] with a telephone number of ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exception. Accordingly, a refund of $65.98 was processed on January 12, 2016. Ms. [redacted] credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding her refrigerator. Upon receipt of...
Mrs. [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for her. At this time we show that delivery was set for January 13, 2016. It is important to note that although Mrs. [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in 2014 and received damaged, our records do not support this contention. When we researched, we found that Mr. and Mrs. [redacted] had purchased a 21 foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number delivered. Mr. [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transaction. Ms. [redacted] offered Mr. [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr. [redacted] received a brand new 21 cubic foot refrigerator at no cost to him. This was a refund of $635.99. Meanwhile unbeknownst to the store manager, Mr. [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigerator. At that time the agent had no knowledge of the accommodation already provided and so offered Mr. [redacted] a 2 year Master Protection agreement (a value of approx. $300.00) to keep the refrigerator and this he accepted. It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to stand. Now, on top of the previously given free refrigerator and free MPA, the [redacted]s were offered a replacement refrigerator valued at $1349.99 even though they did not meet the criteria under the contract to receive this. However, since it was offered we honored the commitment and the refrigerator was replaced. We would note though that no further courtesy accommodations will be made to our policies for Mr. and Mrs. [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction. As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer.
We have reviewed...
[redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn. Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement. We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future. That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse. 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]
November
12, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear [redacted]Thank
you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your
inquiry concerning...
the above-referenced file. In our review of the complaint
and after speaking to the customer, we have confirmed that the siding was
neither installed nor serviced by SHIP. The customer’s complaint should be filed
against the handyman service he has mentioned in his complaint. At
this time, we respectfully request that you close your file. On behalf of SHIP
please know that we value [redacted] as a future customer and would be happy
to assist him in the future if he chooses to have new siding installed on his
home. If you have any questions or
concerns, please contact me at [redacted], or via email at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted]: We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding Sears Home Services....
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted]’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted]’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted]. The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10981981–Bryce
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding a TV he wanted to purchase....
We want
to first of all apologize for the manner in which Mr. [redacted] call was
handled. However, the TV he mentioned was sold on the Outlet portion of our
website. Items on this set are unique in that they are either floor model,
previously used, or refurbished and that is why the price is greatly reduced. Items
on this portion of the site are sold on a first come, first serve basis. If Mr.
[redacted] did not place his order online and secure the item while it was available,
then we are not responsible for replacing it with another item. It is not available
at Mr. [redacted] local store any longer so another consumer must have placed their
order to secure it. As a courtesy, we are willing to discount the price of another
TV purchased from our site by 10%. If Mr. [redacted] wishes to accept, he may email
the new order to my address number and the discount will be applied. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have
completed our investigation [redacted] complaint regarding the charges for a
recent dishwasher...
repair.First,
we would like to apologize to [redacted] for failing his expectations in regard
to his recent dishwasher repair. We would
like to assure [redacted] that we appreciate his valuable feedback, as we do
not take these matters lightly. Upon
researching [redacted]’s concerns, we found that he was charged to have the
pump unclogged, which the $59.99 diagnostic fee does not encompass. The aforementioned fee only provides for a
diagnosis; any service provided in addition to the diagnosis incurs a charge
and this is explained at the time service is scheduled. The $156.00 charge for the pump cleaning is
correct, but the technician should have honored the 20% discount. Therefore, we have processed a credit to [redacted] account in the amount of $31.20, which should post within
the next five to seven days. Furthermore, we would
like to clarify that labor charges are based upon job codes, not hourly rates,
which is standard in the repair industry.
With that said, since we have explained why [redacted] was charged more
than the $59.99 he was originally quoted and processed the discount he was
originally denied, we ask that this matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
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 the VIP reward items she was supposed to receive. We first want to thank Ms. [redacted] for her patronage. That said, tracking records reflect that the package in question as was delivered via [redacted] on December 22, 2015 and left on her front door at 6:10PM. If there is an issue with this tracking, Ms. [redacted] may contact me during normal business hours at [redacted] during normal business hours. We will open a claim with [redacted] and resolve the issue. 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 [redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and her...
request for a full refund. After researching the notes outlined in her online order, we found that Sears Online had assisted in issuing a lost tracer for the order that was not received. [redacted] investigated and confirmed that they delivered the packages to Ms. [redacted] front porch. According to Ms. [redacted] stated that she was not home when [redacted] completed delivery and that the items were taken from her front porch. Sears Online explained that since our records show the order was delivered accordingly, we are unable to issue a refund. At this point, Ms. [redacted] will need to dispute any charges with her credit card company. We apologize for any inconvenience Ms. [redacted] may have experienced. In the interim, since Ms. [redacted] will need to contact her financial institution regarding this matter, 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
February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Wen ** Dear Ms. [redacted], We have completed the investigation of Mr. **’s complaint regarding his recent online order for store pick up...
that had to be canceled and his request for store credit. It is unfortunate if we have failed Mr. **’s expectations and we can understand his frustration with the series of events detailed in his complaint. After forwarding this matter to the Sears Shop Your Way Rewards team, they were able to issue $20.00 back to Mr. **’s SYWR account. This credit was completed as a one-time courtesy exception. Should Mr. ** have any questions regarding this matter, he may contact [redacted]. In the interim, since we have provided an equitable resolution by honoring his request, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 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 that the service on his television was not completed...
in a timely manner. It is unfortunate that we failed to meet [redacted]’s expectations when we recently scheduled a television repair. We value [redacted]’s patronage and can understand his frustration when the repair of her television took longer than he expected. We would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause an appointment to be rescheduled, in [redacted]’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weather. At this time, [redacted] television has been repaired and it appears to be working to specifications. With that being said, since we have addressed the issue brought forth in [redacted]’s complaint, 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
Sears Home Services and repairs to his refrigerator. After reviewing Mr. [redacted] complaint, the service records were reviewed and our office provided his desired resolution. That said, our office has processed a refund in the amount of $301.20, which we expect to post to Mr. [redacted] card within the next 3-5 business days. Since we have provided Mr. [redacted] with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:To whom this may concern,I have received the $50 check today. I was not told a ONE TIME $50 reimbursement. I was told a $20 every week from the day the washer quit working up to the day it is fixed. My washer quit working January 23rd and did not get fixed until March 21st. I am very sure Sears has records of how many times I called because the washer was not fixed and they have to send another technician and I have to miss work again. I just don't understand why I need to keep on fighting this. I lost money for the missed work days, my water and sewer bills doubled because of the washer and I still have to fight about my laundry reimbursement. I just hope Sears would be fair and give me the rest of the money promised.
Sincerely,
[redacted]
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Donald Ray [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with an item he purchased from a Marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected, it is noted throughout the ordering process, and on the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mr. [redacted] was assisted by sears.com associates and during their investigation he was offered an electronic return label for return shipping. Additionally, he was provided with a partial refund of $291.38. Although there are times that a seller’s policy requires shipping or restocking fees to be deducted from a return, we are uncertain as to whether this is the reason Mr. [redacted] was provided with a partial refund. Therefore, on February 19, 2016, the difference of $87.50 was credited to his MasterCard ending in 3039. While we empathize with Mr. [redacted]’s situation, Sears does not own or have access to his Sears Master Card account. Nor do we have any jurisdiction over the payment terms of his account. As such, Mr. [redacted] will need to contact his credit provider directly regarding any concerns about his credit account. At this time, we can only apologize for any inconvenience Mr. [redacted] may have experienced. Since a full refund has been provided, we have documented Mr. [redacted]’s concerns and closed our file regarding this matter. 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] Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because: If pump motor had water in it due to seal failure then it was bad not maybe, could be, not sure.. if pump motor was bad why was money paid for pump motor refunded... [redacted] said tech informed her it was not pump motor it was board.. There was no mention that it might be both.. So if pump motor was bad why reinstall after replacing board? If it's bad it's bad No I did not feel confident in tech after him telling us problem was one thing then another.. Nor did I like water being left in tub after he left for us to drain out... Nor did I like the fact we had to go back to laundromat to wash clothes that should have been washed at home.. Due to the added expense and time we incurred doing our wash at laundromat at no fault to us .. I feel we should not be charged for so called service....
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings. I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car. Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time. I was promised the heat would be fixed as a result and it wasn't. I paid for the damage an inexperienced Sears mechanic caused my car. I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly. I would hate for this to happen to anyone els.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is on file for cancelling 8 appts for various reasons. (4 Cancels: Trucks out of service) (2 No Shows No Calls) (1 Cancels en-route and never show)(1 Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!!
Sincerely,
[redacted]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and the cancellation of her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart store. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that Ms. [redacted] has been refunded for the down payment of $10.00 she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]