[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have completed the investigation of Mr. [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted]...
[redacted], Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms. [redacted] regarding her complaint. During the conversation I offered and Ms. [redacted] accepted $100.00 for the inconvenience noted in the complaint. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since it is my understanding that Ms. [redacted] was satisfied with the aforementioned 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]
May 4, 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 Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we contacted...
[redacted] with Sears Carpet Cleaning for assistance. Ms. [redacted] contacted Ms. [redacted] to discuss her concerns and requested pictures of the damage to her drywall. Ms. [redacted] provided pictures and Ms. [redacted] forwarded them to the local office. After they reviewed the pictures, they determined that the hoses could not have caused the damage. While the local office is denying Ms. [redacted] claim, Ms. [redacted] is willing to split the cost of the repair with Ms. Neal, as a one-time courtesy. Ms. [redacted] can send the completed repair invoice to Ms. [redacted] via email at [redacted].[redacted]@searsfranchises.com. In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 10960831
I am rejecting this response because:
Sincerely,
Male [redacted], I totally reject the manner in which Sears Holding wishes to reimburse me my $400 by supplying them additional information. I do not need to get them any credit card number to which the gift card was purchased. they have acknowledged that they got the gift card and tore it up with a pair of scissors. how do I know that they really tore it up and didn't use it for themselves. it's all a bunch of lies and pretense on the part of Sears Holding for trying to keep my money. they are nothing but a bunch of thieves and liars. the only resolution to this matter is to send me my $400 gift card all the 21 speed pro GMC bicycle with I want it. why are you so stuck up and stealing $400 from your customers. and put them through hell to get back what rightfully belongs to them.
Complaint: [redacted]I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired.
[redacted]
December 1, 2015[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: [redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Mr. [redacted] complaint regarding his dissatisfaction with the
availability of service for...
his television repair.Our records show that Mr.
[redacted] was originally scheduled for service on December 10, 2015. We
empathize with Mr. [redacted] and understand his frustration with having to wait
nearly three weeks for a television repair. We agree that optimally the repair
should have been scheduled sooner, but due to the high number of calls already
scheduled in our system, no sooner service was readily available. However, we were able to work with our
routing department and arrange for a technician to repair Mr. [redacted] television
on December 1, 2015. As clarification, while we
try to accommodate our customers with expedited service when possible when
their health or safety is endangered or if damage to or loss of property is
threatened by the failure of a product, a protection agreement does not
guarantee when a repair will be scheduled; we make every effort to reschedule
an appointment in a timely manner, but there are only a limited number of
appointments available and we must operate on a first come, first served
basis. We are always trying to find
better ways to address our customers’ needs, but there is no quick fix. At this time, since we have repaired Mr.
[redacted] television and noted his valuable feedback, we ask to have this
matter closed.We apologize to Mr.
[redacted] and we appreciate the opportunity to address this matter. If Mr.
[redacted] has any remaining concerns he can send an email to [redacted]@searshc.com.Sincerely, [redacted] Regulatory Complaints
Specialist
January 6, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11004659 – Tina [redacted]
Dear Mrs. [redacted]:
We have completed the investigation of Mrs. [redacted]’ complaint regarding her dissatisfaction with the delay...
of receiving her online order and the customer service provided.
It is unfortunate that we failed Mrs. [redacted]’ expectations when she recently ordered a Christmas present online. We value Mrs. [redacted]’ patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Mrs. [redacted] may have experienced. We want to assure Mrs. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, Mrs. [redacted]’ order was shipped on December 20, 2015 and was delivered on December 22, 2015. Additionally, we hope that Mrs. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon. We respectfully ask that this matter be closed, since the requested resolution has been provided.
Again, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The first offer of $500.00 we consider an insult after waiting a year and a half and us continuing to make payments in spite of on going conditions, their next offer of $800.00 we did not accept either.[redacted]
January 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her missing table saw. Upon...
receipt of Ms. [redacted] complaint our carry-in management confirmed that her table saw could not be located at the store nor the repair center. We have moved forward with a replacement for Ms. [redacted]. Ms[redacted] was authorized with a store credit of $222.99 to replace her table saw. Since we have replaced Ms[redacted] lost table saw and this resolution was accepted by her we have closed our case. We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Yes they did come fix refrigerator. 2 months after the call in sept. I don't think waiting 2 months to have an appliance repair should be acceptable Therefore I am still asking that the service plan be cancelled WITHOUT penalties Sincerely,
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our stores.
Upon receiving Mr. [redacted] complaint, we researched his concerns and found that the coat he purchased was from one of our Marketplace vendors online. With Marketplace vendors, all returns and exchanges have strict policies for returns as they go through the third party vendor themselves. Unfortunately, as Mr. [redacted] is outside of his return period and because the coat was purchased from a Marketplace vendor, we are unable to return the coat. It should be noted that Mr. [redacted] has a packing slip that specifically states not to return the item to the store. As for the employee cursing at Mr. [redacted], we apologize that this happened in one of our stores. Upon further investigation, it was reported that Mr. [redacted] became escalated in the store and a customer stepped in as he felt that Mr. [redacted] was being rude to our associate, [redacted]. That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, the listing for this item is “split queen” and under the description on the page, it says: “must order 2.” Under “special offers”, it also notes: “Must add 2 Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set.” We apologize if this was not clear to [redacted] We also want to note that we do have policy of not allowing returns for mattresses and foundations as it takes a while for the body to acclimate to a new setup. However, that would not really apply in this situation and we want to apologize that it was misinterpreted by our employees. We will address that issue. That said, our records reflect that a pickup for the foundation is scheduled for March 16, 2016 and a refund minus the delivery fee, which is non-refundable, will be issued once the item has been confirmed as returned to our warehouse. In light of the aforementioned information, we respectfully ask that this matter be considered 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:What they failed to mention in this message to the Revdex.com, is that the ONLY reason they "issued a full refund" was because the credit card I purchased it on completed their investigation on 3/4/16. Note the date of their message here.In other words, the only reason the refund happened was because the card forced it to happen, Sears never responded to the claim as they clearly knew they were 100% in the wrong. This should stay open and a part of the public record as they violated [redacted] guidelines, wasted HOURS of my time, didn't apologize, and were deceitful and misleading throughout the whole process.What a disappointment.
Sincerely,
[redacted]
[redacted] [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
inability to purchase a gazebo for $[redacted] when it has a regular selling price of $[redacted] As clarification, the reason that [redacted] was unable to place his order for the lower price, was because we had an error that was causing this item to show for $[redacted] when that was not intended to be the price. The correct price was showing in the shopping cart and the incorrect price was only showing on the link she mentions. When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages. When [redacted] saw this price we were still in the process of correcting the error. While we understand [redacted] frustration, the fact is that although we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there will be times that an error might occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored. If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted, which was the scenario applicable to [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer: “IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor [redacted] request to purchase the gazebo at the incorrect price. However, we are willing to discount the correct price [redacted] by 15% if she wishes to place an order. I may be reached via email at [redacted] if she wishes to accept. In closure, 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] Specialist, Regulatory Complaints [redacted]
February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal. It is important to note that our original reply was that [redacted] never once returned any calls to our district service manager despite leaving several calls. That being said we had the Master Protection agreement transferred from the [redacted] to the new [redacted] TV and once the manufacture warranty is up if [redacted] will have service coverage under the MPA with Sears. Ms. [redacted] needs to understand that while she is under manufactures warranty any service needed will need to be with [redacted] directly as Sears is no longer contracted to do [redacted] warranty repair work. Since we have had the MPA transferred to the new [redacted] TV we have closed our case. 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]
Complaint: [redacted]
I am rejecting this response because: today 12/1/2015 Sears sent a technician to evaluate the problem with window( I paid $50 ) . Technician told me window is sagging and needs to be lifted . Not a manufacturer defect . My receipt which was given to me after work was done ( I couldn't review wording of warranty ) says LIFETIME WARRANTY in the additional information section LIFETIME WARRANTY .
Sincerely,
[redacted]
Hello [redacted]The email address I provided you with is valid. Please supply the part number you need and I will verify if it is unavailable. If it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contract. If the part is available, then you will need to have the item repaired; we can set this up. I will wait for your response with the part number.Sincerely, [redacted]
[redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
washer purchased from Sears.Our records
indicate that on October 27th [redacted]...
[redacted] was assisted by the [redacted] Sears store. A new Kenmore washer was order was delivered to her home on November
3, 2015. [redacted] was also refunded for the purchase of the washer hoses,
delivery and a $25.00 sales adjustment. On October 29th I emailed
[redacted] and offered to provide her with a 30% sales adjustment which would
be approximately $130.00. To date I have not heard from [redacted]. If she
would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we
ask that this complaint be closed pending contact. 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]
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. SHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from you. This letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) points. On behalf of SHIP please know we value [redacted]i as a customer and apologize for any frustrations or inconveniences he may have experienced. According to our records, the incentive for his contract is $300 in SYWR points and not a $300 gift card. We have reached out to the SYWR dept. and they confirmed that the $300 SYWR points did post to [redacted]i’s SYWR account. Per the contract he agreed to $300 SYWR points, not a gift card. [redacted]i can contact the SYWR dept. at [redacted] to verify this information if he would like. His SYWR ID# is [redacted]i was sent a $200 Sears’ gift card, via UPS, on 09/22/15. All gift cards have $0.00 on them until the customer calls to activate them. We have no record of the card being cancelled or reported lost. It is possible this is all just a misunderstanding on the customer’s part. Maybe he did not realize the $300 was in SYWR points and he has to activate the gift card. I hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate them. I did speak to [redacted]i on 10/28/15 and 11/03/15. I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understood. To activate the gift card, he needs to call [redacted], option 1. We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please call me at [redacted]Sincerely,[redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10990520– Douglas [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his TV. ...
Mr. [redacted] TV was outside of the 30 day return policy period listed on his receipt when his request was made. Furthermore, his service contract has specific terms noted regarding replacement that must be met, but that was not the case. The delay was due to parts issue, but it was resolved and the TV was repaired as of December 19, 2015, according to our records. In light of the aforementioned information, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 13, 2015/03/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...
Services and repairs to her washer.
Sears Home Services has approved the replacement of [redacted] washer per the terms of the Master Protection Agreement covering her washer. That said, all [redacted] needs to do is go to her local Sears store and inform her sales associate that her washer has been approved for replacement. Sears will cover the delivery and haul away charges. Since we have authorized [redacted] washer for replacement, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pleased that Sears' approved to have my washer replaced per my protection agreement. However, before I consider my case as being satisfactorily resolved I need to have [redacted] Claims Management to close my claim by authorizing that the water damage to my home be completed inclusive of my carpet being cleaned. I have spoken to my claims adjuster named [redacted] case [redacted]
I was told to provide him with two estimates to have the water damage caused by the damaged washer seal newly installed by [redacted] when they repaired my washing machine. He also told me to get the damaged seal from [redacted] which I did Last week. I also submitted photos of the damage per his request.
After submitting the 2 estimates I called him on a couple of occasions and emailed [redacted] to see if I needed to mail him the damaged part and to see when He would approve my claim and authorize having my ceiling repaired and painted and my family room carpet cleaned but to my knowledge he has not responded. Today I left a message with a [redacted] supervisor requesting someone to get back to me.
Final Business Response /* (4000, 19, 2015/03/18) */
March 18, 2015
[redacted]
We have completed the investigation of [redacted] rebuttal regarding water damage.
[redacted] is aware that Sears referred her damage claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted] it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted] For clarification, [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. Their decision is immutable. We have provided [redacted] rebuttal comments to [redacted] and his manager. Since we have provided [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have completed the investigation of Mr. [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted]...
[redacted], Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms. [redacted] regarding her complaint. During the conversation I offered and Ms. [redacted] accepted $100.00 for the inconvenience noted in the complaint. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since it is my understanding that Ms. [redacted] was satisfied with the aforementioned 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]
May 4, 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 Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we contacted...
[redacted] with Sears Carpet Cleaning for assistance. Ms. [redacted] contacted Ms. [redacted] to discuss her concerns and requested pictures of the damage to her drywall. Ms. [redacted] provided pictures and Ms. [redacted] forwarded them to the local office. After they reviewed the pictures, they determined that the hoses could not have caused the damage. While the local office is denying Ms. [redacted] claim, Ms. [redacted] is willing to split the cost of the repair with Ms. Neal, as a one-time courtesy. Ms. [redacted] can send the completed repair invoice to Ms. [redacted] via email at [redacted].[redacted]@searsfranchises.com. In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 10960831
I am rejecting this response because:
Sincerely,
Male [redacted], I totally reject the manner in which Sears Holding wishes to reimburse me my $400 by supplying them additional information. I do not need to get them any credit card number to which the gift card was purchased. they have acknowledged that they got the gift card and tore it up with a pair of scissors. how do I know that they really tore it up and didn't use it for themselves. it's all a bunch of lies and pretense on the part of Sears Holding for trying to keep my money. they are nothing but a bunch of thieves and liars. the only resolution to this matter is to send me my $400 gift card all the 21 speed pro GMC bicycle with I want it. why are you so stuck up and stealing $400 from your customers. and put them through hell to get back what rightfully belongs to them.
Complaint: [redacted]I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired.
[redacted]
December 1, 2015[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: [redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Mr. [redacted] complaint regarding his dissatisfaction with the
availability of service for...
his television repair.Our records show that Mr.
[redacted] was originally scheduled for service on December 10, 2015. We
empathize with Mr. [redacted] and understand his frustration with having to wait
nearly three weeks for a television repair. We agree that optimally the repair
should have been scheduled sooner, but due to the high number of calls already
scheduled in our system, no sooner service was readily available. However, we were able to work with our
routing department and arrange for a technician to repair Mr. [redacted] television
on December 1, 2015. As clarification, while we
try to accommodate our customers with expedited service when possible when
their health or safety is endangered or if damage to or loss of property is
threatened by the failure of a product, a protection agreement does not
guarantee when a repair will be scheduled; we make every effort to reschedule
an appointment in a timely manner, but there are only a limited number of
appointments available and we must operate on a first come, first served
basis. We are always trying to find
better ways to address our customers’ needs, but there is no quick fix. At this time, since we have repaired Mr.
[redacted] television and noted his valuable feedback, we ask to have this
matter closed.We apologize to Mr.
[redacted] and we appreciate the opportunity to address this matter. If Mr.
[redacted] has any remaining concerns he can send an email to [redacted]@searshc.com.Sincerely, [redacted] Regulatory Complaints
Specialist
January 6, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11004659 – Tina [redacted]
Dear Mrs. [redacted]:
We have completed the investigation of Mrs. [redacted]’ complaint regarding her dissatisfaction with the delay...
of receiving her online order and the customer service provided.
It is unfortunate that we failed Mrs. [redacted]’ expectations when she recently ordered a Christmas present online. We value Mrs. [redacted]’ patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Mrs. [redacted] may have experienced. We want to assure Mrs. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, Mrs. [redacted]’ order was shipped on December 20, 2015 and was delivered on December 22, 2015. Additionally, we hope that Mrs. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon. We respectfully ask that this matter be closed, since the requested resolution has been provided.
Again, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The first offer of $500.00 we consider an insult after waiting a year and a half and us continuing to make payments in spite of on going conditions, their next offer of $800.00 we did not accept either.[redacted]
January 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her missing table saw. Upon...
receipt of Ms. [redacted] complaint our carry-in management confirmed that her table saw could not be located at the store nor the repair center. We have moved forward with a replacement for Ms. [redacted]. Ms[redacted] was authorized with a store credit of $222.99 to replace her table saw. Since we have replaced Ms[redacted] lost table saw and this resolution was accepted by her we have closed our case. We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Yes they did come fix refrigerator. 2 months after the call in sept. I don't think waiting 2 months to have an appliance repair should be acceptable Therefore I am still asking that the service plan be cancelled WITHOUT penalties Sincerely,
[redacted]
January 28, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our stores.
Upon receiving Mr. [redacted] complaint, we researched his concerns and found that the coat he purchased was from one of our Marketplace vendors online. With Marketplace vendors, all returns and exchanges have strict policies for returns as they go through the third party vendor themselves. Unfortunately, as Mr. [redacted] is outside of his return period and because the coat was purchased from a Marketplace vendor, we are unable to return the coat. It should be noted that Mr. [redacted] has a packing slip that specifically states not to return the item to the store. As for the employee cursing at Mr. [redacted], we apologize that this happened in one of our stores. Upon further investigation, it was reported that Mr. [redacted] became escalated in the store and a customer stepped in as he felt that Mr. [redacted] was being rude to our associate, [redacted]. That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, the listing for this item is “split queen” and under the description on the page, it says: “must order 2.” Under “special offers”, it also notes: “Must add 2 Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set.” We apologize if this was not clear to [redacted] We also want to note that we do have policy of not allowing returns for mattresses and foundations as it takes a while for the body to acclimate to a new setup. However, that would not really apply in this situation and we want to apologize that it was misinterpreted by our employees. We will address that issue. That said, our records reflect that a pickup for the foundation is scheduled for March 16, 2016 and a refund minus the delivery fee, which is non-refundable, will be issued once the item has been confirmed as returned to our warehouse. In light of the aforementioned information, we respectfully ask that this matter be considered 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:What they failed to mention in this message to the Revdex.com, is that the ONLY reason they "issued a full refund" was because the credit card I purchased it on completed their investigation on 3/4/16. Note the date of their message here.In other words, the only reason the refund happened was because the card forced it to happen, Sears never responded to the claim as they clearly knew they were 100% in the wrong. This should stay open and a part of the public record as they violated [redacted] guidelines, wasted HOURS of my time, didn't apologize, and were deceitful and misleading throughout the whole process.What a disappointment.
Sincerely,
[redacted]
[redacted] [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
inability to purchase a gazebo for $[redacted] when it has a regular selling price of $[redacted] As clarification, the reason that [redacted] was unable to place his order for the lower price, was because we had an error that was causing this item to show for $[redacted] when that was not intended to be the price. The correct price was showing in the shopping cart and the incorrect price was only showing on the link she mentions. When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages. When [redacted] saw this price we were still in the process of correcting the error. While we understand [redacted] frustration, the fact is that although we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there will be times that an error might occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored. If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted, which was the scenario applicable to [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer: “IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor [redacted] request to purchase the gazebo at the incorrect price. However, we are willing to discount the correct price [redacted] by 15% if she wishes to place an order. I may be reached via email at [redacted] if she wishes to accept. In closure, 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] Specialist, Regulatory Complaints [redacted]
February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal. It is important to note that our original reply was that [redacted] never once returned any calls to our district service manager despite leaving several calls. That being said we had the Master Protection agreement transferred from the [redacted] to the new [redacted] TV and once the manufacture warranty is up if [redacted] will have service coverage under the MPA with Sears. Ms. [redacted] needs to understand that while she is under manufactures warranty any service needed will need to be with [redacted] directly as Sears is no longer contracted to do [redacted] warranty repair work. Since we have had the MPA transferred to the new [redacted] TV we have closed our case. 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]
Complaint: [redacted]
I am rejecting this response because: today 12/1/2015 Sears sent a technician to evaluate the problem with window( I paid $50 ) . Technician told me window is sagging and needs to be lifted . Not a manufacturer defect . My receipt which was given to me after work was done ( I couldn't review wording of warranty ) says LIFETIME WARRANTY in the additional information section LIFETIME WARRANTY .
Sincerely,
[redacted]
Hello [redacted]The email address I provided you with is valid. Please supply the part number you need and I will verify if it is unavailable. If it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contract. If the part is available, then you will need to have the item repaired; we can set this up. I will wait for your response with the part number.Sincerely, [redacted]
[redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
washer purchased from Sears.Our records
indicate that on October 27th [redacted]...
[redacted] was assisted by the [redacted] Sears store. A new Kenmore washer was order was delivered to her home on November
3, 2015. [redacted] was also refunded for the purchase of the washer hoses,
delivery and a $25.00 sales adjustment. On October 29th I emailed
[redacted] and offered to provide her with a 30% sales adjustment which would
be approximately $130.00. To date I have not heard from [redacted]. If she
would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we
ask that this complaint be closed pending contact. 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]
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. SHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from you. This letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) points. On behalf of SHIP please know we value [redacted]i as a customer and apologize for any frustrations or inconveniences he may have experienced. According to our records, the incentive for his contract is $300 in SYWR points and not a $300 gift card. We have reached out to the SYWR dept. and they confirmed that the $300 SYWR points did post to [redacted]i’s SYWR account. Per the contract he agreed to $300 SYWR points, not a gift card. [redacted]i can contact the SYWR dept. at [redacted] to verify this information if he would like. His SYWR ID# is [redacted]i was sent a $200 Sears’ gift card, via UPS, on 09/22/15. All gift cards have $0.00 on them until the customer calls to activate them. We have no record of the card being cancelled or reported lost. It is possible this is all just a misunderstanding on the customer’s part. Maybe he did not realize the $300 was in SYWR points and he has to activate the gift card. I hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate them. I did speak to [redacted]i on 10/28/15 and 11/03/15. I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understood. To activate the gift card, he needs to call [redacted], option 1. We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please call me at [redacted]Sincerely,[redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10990520– Douglas [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his TV. ...
Mr. [redacted] TV was outside of the 30 day return policy period listed on his receipt when his request was made. Furthermore, his service contract has specific terms noted regarding replacement that must be met, but that was not the case. The delay was due to parts issue, but it was resolved and the TV was repaired as of December 19, 2015, according to our records. In light of the aforementioned information, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 13, 2015/03/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...
Services and repairs to her washer.
Sears Home Services has approved the replacement of [redacted] washer per the terms of the Master Protection Agreement covering her washer. That said, all [redacted] needs to do is go to her local Sears store and inform her sales associate that her washer has been approved for replacement. Sears will cover the delivery and haul away charges. Since we have authorized [redacted] washer for replacement, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pleased that Sears' approved to have my washer replaced per my protection agreement. However, before I consider my case as being satisfactorily resolved I need to have [redacted] Claims Management to close my claim by authorizing that the water damage to my home be completed inclusive of my carpet being cleaned. I have spoken to my claims adjuster named [redacted] case [redacted]
I was told to provide him with two estimates to have the water damage caused by the damaged washer seal newly installed by [redacted] when they repaired my washing machine. He also told me to get the damaged seal from [redacted] which I did Last week. I also submitted photos of the damage per his request.
After submitting the 2 estimates I called him on a couple of occasions and emailed [redacted] to see if I needed to mail him the damaged part and to see when He would approve my claim and authorize having my ceiling repaired and painted and my family room carpet cleaned but to my knowledge he has not responded. Today I left a message with a [redacted] supervisor requesting someone to get back to me.
Final Business Response /* (4000, 19, 2015/03/18) */
March 18, 2015
[redacted]
We have completed the investigation of [redacted] rebuttal regarding water damage.
[redacted] is aware that Sears referred her damage claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted] it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted] For clarification, [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. Their decision is immutable. We have provided [redacted] rebuttal comments to [redacted] and his manager. Since we have provided [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]