Complaint: [redacted]
I am rejecting this response because:#1 I provided a copy of my original receipt twice to Ms.[redacted]. Needless to say my info is all documented in their system from the original installation. It is my opinion that Ms. [redacted] handles escalated complaints frequently because she was very confused about my specific case and at one point agreed to credit us in the amount of $1,500.00 because she thought we were returning an oven. She has wavered back and fourth with both my husband and myself in agreeing to give us a store credit and then telling us "no you can't exchange it for that". We have spoken repeatedly without being able to come to a fair agreement-hence the Revdex.com complaint.#2 We purchased the best microwave Sears offers and want the freedom to exchange it for a comparable model without the stipulations of what brand or category that must fall in. We have had to re configure our entire kitchen at this point which means we now need a regular microwave that sits on the countertop. Ms. [redacted] would only agree to an exchange if it met certain guidelines...For example we paid almost $400 for the microwave but the only one comparable leaves us with remaining funds...she would not allow us to use those remaining funds which meant we basically lost a few hundred dollars if the only microwave we could find in the size needed was only $150.Bottom line, we felt that not only have we been inconvenienced by this huge mess but then when Sears agrees to initially fix the situation, it must be in accordance with all of these other stipulations. Why? Just give us a merchandise credit for a comparable item and we return the defective microwave. Is that really too much to ask? The basis upon which we purchased a good from Sears (our appliances) was dependent upon the item A-being installed properly and B- not being defective as a result of poor installationNeither A OR B was met therefor I am entitled to either a refund of the original amount in which I paid or a credit for that original amount. It is false advertisement otherwise and the fact that I am fighting for that is absurd considering the catastrophic damage that could have been had from Sears poor installation.
Sincerely,
[redacted]
April 25, 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, [redacted] placed through one of our Marketplace vendors, [redacted]. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Furthermore, each seller posts their return policies and the member’s purchase is subject to those terms. That said, we strive to ensure that anyone visiting our site is treated fairly no matter who the seller may be. Therefore, we have spoken it the seller and they are willing to email her a printable prepaid shipping label for return. Once received, a full refund minus the $10.00 credit that was already applied will be issued. If [redacted] wishes to accept, she may email me at the address listed below and I will have the seller send her the return label. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a refund from Sears. [redacted], Support Specialist from Sears...
Delivery Solutions provided the following response: I have been in communication with [redacted] and have informed her that she has now been refunded for the $107.00 noted in her complaint. Typically a consumer can expect to see a credit post to their account within 3-5 business days. If I can be of any additional assistance to [redacted], she can reach me via email or at [redacted]. Since we have noted the refund processed to [redacted], we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It is not the complete truth. The range connection still leaked gas and was red flagged by [redacted], who also said the previous connection leaked gas bad. I had to go to the doctor from so much gas fume inhalation. [redacted] was supposed to get back with me but never did for an additional $25. credit for the damaged range, which I was reluctant to take in the first place but was threatened that they would just take the stove away. That was before I found out the leg was missing from the range and the bottom was also bent up and before I found out the pedestal didn't work due to a bent leg bolt.The washer pedestal isn't usable due to a bent leg bolt, the range is missing a leg and not only bent on the side it is bent on the bottom. I have reported all this to [redacted] at the store and [redacted] and have received no response.I have knowingly been exposed to toxic gas fumes by faulty installation twice, been threatened to take damaged appliances or buy somewhere else and after 2 mos still do not have a usable undamaged range and washer pedestal that is usable, and my refrigerator wheels don't roll as they should and drag on one side.
Sincerely,
[redacted]
January 20, 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 repairs for her refrigerator. ...
On receipt of Ms. [redacted] complaint the Contractor Services Manager, Ms. [redacted] contacted her and confirmed that the repairs were completed and the refrigerator is in working order. Ms. [redacted] was provided with the direct contact number of Ms. [redacted] if she has need of assistance in the future. Since it is our understanding that Ms. [redacted] was satisfied with the repairs and as her refrigerator is now in working order 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]
December 28, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and...
non-receipt of a refund. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the note sin her online order, we found that a refund was processed on December 6, 2015. It normally takes approximately 15 business days to receive the new refund gift card in the mail. However due to the holidays, [redacted] should receive the card in the mail by December 30, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the refund in the mail. 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 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11006485 – JoAnn [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with receiving delivery of her online order. After researching the notes in her order we found that the item was being sent from our retail replenishment center to the warehouse. This process usually takes 3 to 5 business days after the order is processed for the item to get to the warehouse. Additionally, UPS shipping takes approximately 12 to 19 business days to deliver. However, in Ms. [redacted]’s case she placed her order on December 17, 2015, and received her order by December 23, 2015. We can only apologize for failing Ms. [redacted]’s expectations and hope that in the future she will allow us another opportunity in the future. In the interim, we have noted Ms. [redacted]’s concersn and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Carmen [redacted] #10972525 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delivery
of two double shot basketball games and a Nordic Track...
elliptical.Prior
to filing her complaint with the Revdex.com, Ms. [redacted] was connected with Mr. Boulette
from Sears Executive Member Support Department. Notes from Mr. Boulette’s case
indicate that Ms. [redacted] has received all of the ordered double shot
basketball games and the elliptical machines have been received. As a
concession for her inconvenience, Ms. [redacted] was provided with 100,000 shop your
way reward points. Once Mr. Boulette processed the points for Ms. [redacted] he closed
her complaint. Since we have noted the actions taken to resolve Ms. [redacted]’s
complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a
refrigerator purchased from the Sears Outlet in Livonia. [redacted],...
Manager of the Livonia Sears Outlet provided the following response:I
would first like to apologize to [redacted] for the issues she is encountering
with her [redacted] refrigerator. That said, I have a replacement refrigerator
for [redacted] that we can deliver to her home. I would like [redacted] to
contact me at [redacted] at her convenience so I can discuss the exchange
process with her. Since we have noted our intent to replace [redacted]
refrigerator, we ask that this complaint be closed pending further 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]
April 14, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability to service her...
television. It is unfortunate that we failed [redacted] expectations when she recently scheduled a television repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, when our technician did not show for the scheduled repair on April 7, 2016, we authorized a replacement through the protection agreement she purchased for her television. We contacted [redacted] and provided her the authorization information and instructions for the purchase of the replacement. We informed [redacted] that the authorization will expire in 90 days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been...
in contact with [redacted] After a full review of [redacted] file it appears he is due back his full initial payment. We have gone ahead and credited [redacted] Sears[redacted] account to this effect. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]. Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of M[redacted] complaint regarding a Why Not Lease It (WNLI) agreement....
[redacted] Store Manager, provided the following response: Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumers are also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and M[redacted] agreement is with them. We cannot interfere; he will need to contact WNLI with any further questions regarding his lease. Should [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a full refund for her cancelled sears.com order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. 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, our online associate tried to reach [redacted] on April 4, 2016, to discuss her concerns, but was unable to reach her. Therefore, we sent an email directly to [redacted] to inform her that we issued 3 separate credits in the amounts of $250.00, $250.00, and $218.49, to refund the remaining charges of $718.49. This action was necessary because [redacted] informed us that she did not receive the check refund that is typically issued by our system when our members use a third party [redacted] gift card that may not accept refunds. [redacted] may reply to our email if she has any further questions about this issue or her refund. She is also welcome to contact Regulatory Complaint Specialist [redacted] at ([redacted] if she needs further assistance with this issue. We truly regret any inconvenience [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 [redacted] comments and the requested resolution has been provided. 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]
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled a repair for his washer. Upon receiving Mr. [redacted] complaint on January 25, 2016, we forwarded the matter to the District Service Manager and Routing Manager for further review, as we do not take these issues lightly. Customer Service Advocate [redacted] with unit [redacted] spoke with Mr. [redacted] shortly after receiving his complaint, to inquire whether he still required service, as she was able to get a technician to his home today. Mr. [redacted] advised that no longer wished to do business with Sears and had purchased a new washer from a competitor. With that said, since we have documented Mr. [redacted] concerns with the scheduling/repair process and confirmed that he wished to cancel his upcoming repair; we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 13, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the failure of the ice maker we replaced in...
July. We would first like to clarify that it is not unusual to use refurbished and remanufactured parts; particularly when the exact new ones are no longer available and substituted parts have to be used. These parts are restored to like new and should not have any bearing on an earlier or later failure than a new part. Additionally, our receipts, and therefore estimates, indicate when a part is being used that is reconditioned and when we checked our records the part in our system clearly shows that it was reconditioned. Lastly, our receipts are clear that the repair comes with a 90 day guarantee. If Ms. [redacted] did not agree to any of the above, then she could have refused our estimate and only been responsible for the minimum trip/diagnostic fee. With that said, as a courtesy we would be willing to refund Ms. [redacted] for the part ($140.17 with the tax) and the portion of labor above the normally non-refundable minimum fee of $145.00 plus tax ($15.90) if she faxes or emails us a copy of the repair receipt from the other company showing that another ice maker was installed in her model refrigerator. We will also need for her to provide the first 12 digits of her Visa account number ending in [redacted] so that we can process that refund, provided she sends the required receipt. We are also willing to refund the remaining $145.00 plus tax ($153.70) if she sends in an unaltered copy of the receipt we provided and that receipt does not show that the parts were reconditioned and/or that the repair had a 90-day guarantee. She can send either receipt to me via email at [redacted]. In the interim, since we have proposed an equitable resolution and are only awaiting Ms. [redacted] response, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaints Manager[redacted]
December 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10977011 – Ivy [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding the installation of her dishwasher.
We have received Ms. [redacted]’s rebuttal and would like to note that Shelby Tribble, Strategic Member Services Advocate, who was assisting Ms. [redacted] has refunded her the cost of her installation. The dishwasher was delivered on December 18, 2015 and Ms. [redacted] will find an installer to install it. The haul away was never purchased which is why her dishwasher was not picked up. In order to have the dishwasher picked up, she will need to first have it uninstalled. That being said, because we have addressed Ms. [redacted]’s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request to receive replacement...
tires at no cost. As clarification, there are many factors such as terrain, weather, vehicle type and maintenance, type of driving (stop and go vs. highway), acceleration and braking habits which can affect the life of any tire; therefore, making tires last longer for one customer than they might for another. While all of these factors affect the longevity of a tire, a lack of proper vehicle maintenance may be the most common cause of irregular and premature tire wear. It is for this reason that we may ask our customers whether they may have purchased tire rotations, alignment and repairs elsewhere when our technicians have noted uneven or excessive wear but we are unable to find such maintenance records within our own systems. [redacted] seems to suggest that his tires are defective. However, the uneven wear he describes, and the wear we found during our evaluation of his vehicle is indicative of a poor or incorrect alignment. It is important to note that only one of his tires measured 4/32 4/32 2/32, meaning it was not 2/32 inches across the entire tread depth. As such even this tire does not meet the guidelines of the Limited Tire Warranty [redacted] quotes in his complaint, which specifically states that “Tread life means the period from purchase until there is 2/32 inch or less tread depth remaining on the tire, as measured across the entire width of the tread.” Furthermore, the “Exclusions” of this warranty explain that it cannot be applied to tire damage such as “Uneven or rapid wear caused by mechanical irregularity in the vehicle (e.g., wheel misalignment, defective brakes or shock absorbers) or operation in excess of tire/wheel manufacturers’ specifications and recommendations.” Our records indicate that we informed [redacted] that his vehicle was out of alignment on May 29, 2014, November 15, 2014, July 26, 2015, August 19, 2015, and October 10, 2015, but he declined alignment services each time. [redacted] returned with other mechanical repairs we suggested completed and we issued a prorated credit toward 4 new tires on solely as a goodwill gesture on August 19, 2015, but he again declined to purchase an alignment. For this reason, our manager informed [redacted] that we would be unable to make such exceptions in the future if he again returned with uneven or excessive wear caused by the misalignment of his vehicle. While we empathize with [redacted] situation, we stand by this decision and we are unable to honor [redacted] request to have his tires replaced without charge. At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced and assure him that his comments have been documented. Since we have provided a response relative and appropriate to the terms of the warranties for the tires [redacted] purchased, we have 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, [redacted] Regulatory Complaint Specialist [redacted]
April 14, 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 his recent online order experience....
It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that the delivery order had been canceled and several refunds had been issued on April 9, 2016, totaling $1062.47. Therefore, we processed the remaining amount of $647.99 back to his [redacted] account ending in [redacted] today April 14, 2016, back to [redacted] account ending in [redacted]. [redacted] credit should post to his account within 3 to 5 business days. We hope that in the future that he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been processed, 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
Complaint: 10995146
I am rejecting this response because:
I was told from Sears that they were giving back 200 on the job because they did not tighten them to spec as stated from Akron service center. Also I have never asked Gary to sign any papers from anyone I asked him to reprint the work orders. Also Gary never once called texted or emailed. Sears never once got back to me. They told the Revdex.com that a 200 dollar refund would be provided never got it. This is the reason I sent in a new complaint because Gary said he had nothing to do with the refund and hung up on me.
Sincerely,
Mark [redacted]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our services in reference to...
a
dishwasher service call and his request for a refund.We would like to clarify that we were willing to provide
[redacted] with a refund of the minimum trip/diagnostic fee of $49.66 that is
normally non-refundable, but when we went to process the refund we discovered
that no payment was actually received. Generally when we have a situation where
the consumer refuses to pay, we then send a bill, but since we were willing to
waive the charges, we do not show any bill was sent. If [redacted] has some
type of proof that we did in fact collect a payment, such as a canceled check
or a charge that posted to a credit card, and/or if he is ever sent a bill
stemming from this specific repair visit, then he is welcome to contact me via
email at [redacted] In the interim, since we are willing to refund
[redacted] if he has proof that he actually paid us, 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]
Complaint: [redacted]
I am rejecting this response because:#1 I provided a copy of my original receipt twice to Ms.[redacted]. Needless to say my info is all documented in their system from the original installation. It is my opinion that Ms. [redacted] handles escalated complaints frequently because she was very confused about my specific case and at one point agreed to credit us in the amount of $1,500.00 because she thought we were returning an oven. She has wavered back and fourth with both my husband and myself in agreeing to give us a store credit and then telling us "no you can't exchange it for that". We have spoken repeatedly without being able to come to a fair agreement-hence the Revdex.com complaint.#2 We purchased the best microwave Sears offers and want the freedom to exchange it for a comparable model without the stipulations of what brand or category that must fall in. We have had to re configure our entire kitchen at this point which means we now need a regular microwave that sits on the countertop. Ms. [redacted] would only agree to an exchange if it met certain guidelines...For example we paid almost $400 for the microwave but the only one comparable leaves us with remaining funds...she would not allow us to use those remaining funds which meant we basically lost a few hundred dollars if the only microwave we could find in the size needed was only $150.Bottom line, we felt that not only have we been inconvenienced by this huge mess but then when Sears agrees to initially fix the situation, it must be in accordance with all of these other stipulations. Why? Just give us a merchandise credit for a comparable item and we return the defective microwave. Is that really too much to ask? The basis upon which we purchased a good from Sears (our appliances) was dependent upon the item A-being installed properly and B- not being defective as a result of poor installationNeither A OR B was met therefor I am entitled to either a refund of the original amount in which I paid or a credit for that original amount. It is false advertisement otherwise and the fact that I am fighting for that is absurd considering the catastrophic damage that could have been had from Sears poor installation.
Sincerely,
[redacted]
April 25, 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, [redacted] placed through one of our Marketplace vendors, [redacted]. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Furthermore, each seller posts their return policies and the member’s purchase is subject to those terms. That said, we strive to ensure that anyone visiting our site is treated fairly no matter who the seller may be. Therefore, we have spoken it the seller and they are willing to email her a printable prepaid shipping label for return. Once received, a full refund minus the $10.00 credit that was already applied will be issued. If [redacted] wishes to accept, she may email me at the address listed below and I will have the seller send her the return label. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a refund from Sears. [redacted], Support Specialist from Sears...
Delivery Solutions provided the following response: I have been in communication with [redacted] and have informed her that she has now been refunded for the $107.00 noted in her complaint. Typically a consumer can expect to see a credit post to their account within 3-5 business days. If I can be of any additional assistance to [redacted], she can reach me via email or at [redacted]. Since we have noted the refund processed to [redacted], we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It is not the complete truth. The range connection still leaked gas and was red flagged by [redacted], who also said the previous connection leaked gas bad. I had to go to the doctor from so much gas fume inhalation. [redacted] was supposed to get back with me but never did for an additional $25. credit for the damaged range, which I was reluctant to take in the first place but was threatened that they would just take the stove away. That was before I found out the leg was missing from the range and the bottom was also bent up and before I found out the pedestal didn't work due to a bent leg bolt.The washer pedestal isn't usable due to a bent leg bolt, the range is missing a leg and not only bent on the side it is bent on the bottom. I have reported all this to [redacted] at the store and [redacted] and have received no response.I have knowingly been exposed to toxic gas fumes by faulty installation twice, been threatened to take damaged appliances or buy somewhere else and after 2 mos still do not have a usable undamaged range and washer pedestal that is usable, and my refrigerator wheels don't roll as they should and drag on one side.
Sincerely,
[redacted]
January 20, 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 repairs for her refrigerator. ...
On receipt of Ms. [redacted] complaint the Contractor Services Manager, Ms. [redacted] contacted her and confirmed that the repairs were completed and the refrigerator is in working order. Ms. [redacted] was provided with the direct contact number of Ms. [redacted] if she has need of assistance in the future. Since it is our understanding that Ms. [redacted] was satisfied with the repairs and as her refrigerator is now in working order 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]
December 28, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and...
non-receipt of a refund. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the note sin her online order, we found that a refund was processed on December 6, 2015. It normally takes approximately 15 business days to receive the new refund gift card in the mail. However due to the holidays, [redacted] should receive the card in the mail by December 30, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the refund in the mail. 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 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11006485 – JoAnn [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with receiving delivery of her online order. After researching the notes in her order we found that the item was being sent from our retail replenishment center to the warehouse. This process usually takes 3 to 5 business days after the order is processed for the item to get to the warehouse. Additionally, UPS shipping takes approximately 12 to 19 business days to deliver. However, in Ms. [redacted]’s case she placed her order on December 17, 2015, and received her order by December 23, 2015. We can only apologize for failing Ms. [redacted]’s expectations and hope that in the future she will allow us another opportunity in the future. In the interim, we have noted Ms. [redacted]’s concersn and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Carmen [redacted] #10972525 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delivery
of two double shot basketball games and a Nordic Track...
elliptical.Prior
to filing her complaint with the Revdex.com, Ms. [redacted] was connected with Mr. Boulette
from Sears Executive Member Support Department. Notes from Mr. Boulette’s case
indicate that Ms. [redacted] has received all of the ordered double shot
basketball games and the elliptical machines have been received. As a
concession for her inconvenience, Ms. [redacted] was provided with 100,000 shop your
way reward points. Once Mr. Boulette processed the points for Ms. [redacted] he closed
her complaint. Since we have noted the actions taken to resolve Ms. [redacted]’s
complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a
refrigerator purchased from the Sears Outlet in Livonia. [redacted],...
Manager of the Livonia Sears Outlet provided the following response:I
would first like to apologize to [redacted] for the issues she is encountering
with her [redacted] refrigerator. That said, I have a replacement refrigerator
for [redacted] that we can deliver to her home. I would like [redacted] to
contact me at [redacted] at her convenience so I can discuss the exchange
process with her. Since we have noted our intent to replace [redacted]
refrigerator, we ask that this complaint be closed pending further 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]
April 14, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability to service her...
television. It is unfortunate that we failed [redacted] expectations when she recently scheduled a television repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, when our technician did not show for the scheduled repair on April 7, 2016, we authorized a replacement through the protection agreement she purchased for her television. We contacted [redacted] and provided her the authorization information and instructions for the purchase of the replacement. We informed [redacted] that the authorization will expire in 90 days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been...
in contact with [redacted] After a full review of [redacted] file it appears he is due back his full initial payment. We have gone ahead and credited [redacted] Sears[redacted] account to this effect. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]. Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of M[redacted] complaint regarding a Why Not Lease It (WNLI) agreement....
[redacted] Store Manager, provided the following response: Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumers are also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and M[redacted] agreement is with them. We cannot interfere; he will need to contact WNLI with any further questions regarding his lease. Should [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a full refund for her cancelled sears.com order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. 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, our online associate tried to reach [redacted] on April 4, 2016, to discuss her concerns, but was unable to reach her. Therefore, we sent an email directly to [redacted] to inform her that we issued 3 separate credits in the amounts of $250.00, $250.00, and $218.49, to refund the remaining charges of $718.49. This action was necessary because [redacted] informed us that she did not receive the check refund that is typically issued by our system when our members use a third party [redacted] gift card that may not accept refunds. [redacted] may reply to our email if she has any further questions about this issue or her refund. She is also welcome to contact Regulatory Complaint Specialist [redacted] at ([redacted] if she needs further assistance with this issue. We truly regret any inconvenience [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 [redacted] comments and the requested resolution has been provided. 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]
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled a repair for his washer. Upon receiving Mr. [redacted] complaint on January 25, 2016, we forwarded the matter to the District Service Manager and Routing Manager for further review, as we do not take these issues lightly. Customer Service Advocate [redacted] with unit [redacted] spoke with Mr. [redacted] shortly after receiving his complaint, to inquire whether he still required service, as she was able to get a technician to his home today. Mr. [redacted] advised that no longer wished to do business with Sears and had purchased a new washer from a competitor. With that said, since we have documented Mr. [redacted] concerns with the scheduling/repair process and confirmed that he wished to cancel his upcoming repair; we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 13, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the failure of the ice maker we replaced in...
July. We would first like to clarify that it is not unusual to use refurbished and remanufactured parts; particularly when the exact new ones are no longer available and substituted parts have to be used. These parts are restored to like new and should not have any bearing on an earlier or later failure than a new part. Additionally, our receipts, and therefore estimates, indicate when a part is being used that is reconditioned and when we checked our records the part in our system clearly shows that it was reconditioned. Lastly, our receipts are clear that the repair comes with a 90 day guarantee. If Ms. [redacted] did not agree to any of the above, then she could have refused our estimate and only been responsible for the minimum trip/diagnostic fee. With that said, as a courtesy we would be willing to refund Ms. [redacted] for the part ($140.17 with the tax) and the portion of labor above the normally non-refundable minimum fee of $145.00 plus tax ($15.90) if she faxes or emails us a copy of the repair receipt from the other company showing that another ice maker was installed in her model refrigerator. We will also need for her to provide the first 12 digits of her Visa account number ending in [redacted] so that we can process that refund, provided she sends the required receipt. We are also willing to refund the remaining $145.00 plus tax ($153.70) if she sends in an unaltered copy of the receipt we provided and that receipt does not show that the parts were reconditioned and/or that the repair had a 90-day guarantee. She can send either receipt to me via email at [redacted]. In the interim, since we have proposed an equitable resolution and are only awaiting Ms. [redacted] response, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaints Manager[redacted]
December 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10977011 – Ivy [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding the installation of her dishwasher.
We have received Ms. [redacted]’s rebuttal and would like to note that Shelby Tribble, Strategic Member Services Advocate, who was assisting Ms. [redacted] has refunded her the cost of her installation. The dishwasher was delivered on December 18, 2015 and Ms. [redacted] will find an installer to install it. The haul away was never purchased which is why her dishwasher was not picked up. In order to have the dishwasher picked up, she will need to first have it uninstalled. That being said, because we have addressed Ms. [redacted]’s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request to receive replacement...
tires at no cost. As clarification, there are many factors such as terrain, weather, vehicle type and maintenance, type of driving (stop and go vs. highway), acceleration and braking habits which can affect the life of any tire; therefore, making tires last longer for one customer than they might for another. While all of these factors affect the longevity of a tire, a lack of proper vehicle maintenance may be the most common cause of irregular and premature tire wear. It is for this reason that we may ask our customers whether they may have purchased tire rotations, alignment and repairs elsewhere when our technicians have noted uneven or excessive wear but we are unable to find such maintenance records within our own systems. [redacted] seems to suggest that his tires are defective. However, the uneven wear he describes, and the wear we found during our evaluation of his vehicle is indicative of a poor or incorrect alignment. It is important to note that only one of his tires measured 4/32 4/32 2/32, meaning it was not 2/32 inches across the entire tread depth. As such even this tire does not meet the guidelines of the Limited Tire Warranty [redacted] quotes in his complaint, which specifically states that “Tread life means the period from purchase until there is 2/32 inch or less tread depth remaining on the tire, as measured across the entire width of the tread.” Furthermore, the “Exclusions” of this warranty explain that it cannot be applied to tire damage such as “Uneven or rapid wear caused by mechanical irregularity in the vehicle (e.g., wheel misalignment, defective brakes or shock absorbers) or operation in excess of tire/wheel manufacturers’ specifications and recommendations.” Our records indicate that we informed [redacted] that his vehicle was out of alignment on May 29, 2014, November 15, 2014, July 26, 2015, August 19, 2015, and October 10, 2015, but he declined alignment services each time. [redacted] returned with other mechanical repairs we suggested completed and we issued a prorated credit toward 4 new tires on solely as a goodwill gesture on August 19, 2015, but he again declined to purchase an alignment. For this reason, our manager informed [redacted] that we would be unable to make such exceptions in the future if he again returned with uneven or excessive wear caused by the misalignment of his vehicle. While we empathize with [redacted] situation, we stand by this decision and we are unable to honor [redacted] request to have his tires replaced without charge. At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced and assure him that his comments have been documented. Since we have provided a response relative and appropriate to the terms of the warranties for the tires [redacted] purchased, we have 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, [redacted] Regulatory Complaint Specialist [redacted]
April 14, 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 his recent online order experience....
It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that the delivery order had been canceled and several refunds had been issued on April 9, 2016, totaling $1062.47. Therefore, we processed the remaining amount of $647.99 back to his [redacted] account ending in [redacted] today April 14, 2016, back to [redacted] account ending in [redacted]. [redacted] credit should post to his account within 3 to 5 business days. We hope that in the future that he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been processed, 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
Complaint: 10995146
I am rejecting this response because:
I was told from Sears that they were giving back 200 on the job because they did not tighten them to spec as stated from Akron service center. Also I have never asked Gary to sign any papers from anyone I asked him to reprint the work orders. Also Gary never once called texted or emailed. Sears never once got back to me. They told the Revdex.com that a 200 dollar refund would be provided never got it. This is the reason I sent in a new complaint because Gary said he had nothing to do with the refund and hung up on me.
Sincerely,
Mark [redacted]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our services in reference to...
a
dishwasher service call and his request for a refund.We would like to clarify that we were willing to provide
[redacted] with a refund of the minimum trip/diagnostic fee of $49.66 that is
normally non-refundable, but when we went to process the refund we discovered
that no payment was actually received. Generally when we have a situation where
the consumer refuses to pay, we then send a bill, but since we were willing to
waive the charges, we do not show any bill was sent. If [redacted] has some
type of proof that we did in fact collect a payment, such as a canceled check
or a charge that posted to a credit card, and/or if he is ever sent a bill
stemming from this specific repair visit, then he is welcome to contact me via
email at [redacted] In the interim, since we are willing to refund
[redacted] if he has proof that he actually paid us, 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]