December 29, 2015 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #10964196 – Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Reward (SYWR) account. While Mr. [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not valid. Our records indicate that he was provided with $65.00 in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $184.00 in courtesy adjustments that are separate from any points he earned through promotions or purchases. While we understand Mr. [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $1000.00 in compensation, regardless of whether it was in points, store credit, or otherwise. However, we do think the adjustments provided so far are appropriate to the situations. Since our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect line: [redacted]Email: Dana.[redacted]@searshc.com
November
21, 2015
[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding her
recent order. According
to...
our records[redacted] spoke with [redacted] from our Executive Office and
he was able to resolve this matter to her satisfaction. Accordingly, we
respectfully ask that this matter be considered closed. We
apologize to Ms. Szczesniak and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint Specialist [redacted]Tell us why here...
December 4, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10940023 – Carl [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with a lawn tractor her purchased from...
sears.com
and his subsequent request for an exchange or refund.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently purchased a lawn tractor from Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have confirmed that a refund of $2,121.98 was issued to
his Visa account ending in 0754 on November 8, 2015. While we understand that Mr. [redacted] has requested
this amount to be refunded in cash or check, Sears’ stated policy explains that
all refunds will be provided in the same form as payment. Credit card providers typically accept refund and apply them
toward any balance that may be remaining on a closed credit card. If there is no balance due, the credit will
result in a positive account balance, which the credit card provider will be
responsible for providing to Mr. [redacted].
As such, we can only suggest that Mr. [redacted] contact his account
provider to request a check refund for any positive account balance that may
have resulted from our refund. At this
time, we can only reiterate that we truly regret any inconvenience he may have
experienced. We hope that in the future
he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and
the appropriate refund 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, Nicki [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 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. [redacted]’s return policy notes: “You can initiate a return for most new and unopened itemswithin 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (seeProduct-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise.” As such, [redacted] purchase would not qualify for a full refund. However, it is possible they might be willing to issue a partial refund. Unfortunately, we cannot assist any further and [redacted] would need to contact [redacted] with any communications regarding her order. As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints [redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request to receive the product she ordered. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted], telephone number ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, 2016. In closure, since Ms. [redacted] confirmed that the product was received in good condition, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order. It is...
unfortunate that we failed [redacted] expectations as we value his patronage. After researching the online order we found that he had previously been in contact with Executive Member Support, Sears’ escalated complaint department. EMS confirmed that the order had been cancelled on December 14, 2015, and advised that the credit would post to his account within 3 to 5 business days. On December 16, 2016, a refund of $42.05 was completed under return receipt number [redacted]. The Executive Member Support team offered a 20% discount on [redacted] next purchase which he accepted. We apologize again for any inconvenience [redacted] may have experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [redacted] 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, we have noted [redacted] concerns 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 10931621
I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first. Again, I came in for an alignment and later in the conversation added tires. Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely". My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first. Sears installed the 4 new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday. Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed. Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing 4 tires since my tires were installed prematurely/before the alignment was done.
Sincerely,
Denice [redacted]
Complaint: 10958567
I am rejecting this response because: I sent a few messages stating that I received only 3 shipping labels and received no response. If the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that i could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been 2.5 months since I started asking for a refund and I still don't have it. First, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later 3 lables instead of 4. Seems like too many errors to me.
Sincerely,
Elena [redacted]
Complaint: [redacted]I am rejecting this response because:
I received 1 call since this rebuttal occured from phone [redacted], Jerry..Sears Delivery, which I responed to. I have not had any contact with Amy . Joe was the third party. The second refrigerator was delivered and it defected. They had to delivery a third refrigerator. Ms. Amy has not contacted me. I am so surprised to see that the customer service at Sears has depleted to such low values. I wold like my account adjusted. My husband repaired my door, not SearsSincerely,[redacted]
February 1, 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 a food loss claim. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Upon researching Mr. [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician. However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again. Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $200.00 on Mr. [redacted] behalf. Accordingly, a check request has been processed, so Mr. [redacted] can expect a $200.00 check in the next two weeks. Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr. [redacted] new refrigerator; the coverage expires on September 22, 2017. With that said, since we have documented Mr. [redacted] concerns and issued the requested food loss check, 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
November 23, 2015
[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of her online order of a child’s...
stroller for $11.95
and a child’s toy kitchen also for $11.95 from one of our online third-party Marketplace
vendors. As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order. For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store. If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, we found that shortly after her
order was placed, it was determined to be for merchandise that had a large
system wide error that caused all newly loaded prices to display for only
$11.95. Per our terms and conditions, we canceled the order and a refund was provided.
If [redacted] would like to view the most up-to-date full version of our
terms and conditions, she can access the page with this link: http://www.sears.com/[redacted]
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted]
order was just in accordance with the posted terms and conditions that govern
our website, we are unable to honor her request to provide the merchandise for
the incorrect price. As this decision is commensurate to the circumstances, we
have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for...
her mower would not be covered under her manufacture warranty. As clarification, not all calls for service are covered by a manufacturer. Specifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss use. In Ms. [redacted] case, our technician found that the carburetor had to be rebuilt. A carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly. With that said, it appears that Ms. [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mower. We offere Ms. [redacted] a gift card in the amount of $20.00 for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms. [redacted] possession 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] Team Manager, Regulatory Complaints [redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the previous response provided.We have reviewed [redacted] rebuttal, and we do not
find that he has brought any new information to his complaint. As
clarification, according to his online order number [redacted] only used $19.98 in Shop Your Way Reward points
which have been refunded. Additionally, $22.50 in Shop Your Way Reward points
have been returned for his online order number [redacted] Unfortunately,
we are not always able to arrive at a resolution that would meet with a consumer’s
complete satisfaction, since we do not find that all requests are reasonable
and therefore within our power to grant.
In [redacted] case we do apologize that we failed his expectations,
but we feel the refund that has been provided is relative to the circumstances
and our decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her request to cancel and receive...
a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. Although we confirmed that Mrs. [redacted] order shipped within 2 days as expected, we contacted the seller on her behalf. Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs. [redacted] Therefore, we again contacted the seller to begin the return process and Mrs. [redacted] refund of $29.71 was issued to her [redacted] account ending in [redacted] on December 9, 2015. Since the requested resolution has been provided to Ms. [redacted], 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]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her request to...
receive a price match adjustment. As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms. [redacted] requesting her price match was received two days after she placed her order. As such, she would not have qualified for the adjustment. Despite this fact, we provided her with a credit for $81.38 on January 10, 2016 as a courtesy. Since we were not obligated to honor Ms. [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order experience and request for an
exchange in size...
and color.As clarification, our
online website hosts other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.Our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings
Corporation. In [redacted] case, the order was fulfilled [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.With that said, after
reviewing the notes in her order we have decided to process the refund request
today November 28, 2015, and [redacted] may keep or dispose of the shoes to her
discretion. [redacted] can expect to receive a refund back to her account within
5-7 business days. Should [redacted] have any questions, she may contact us via
email at [redacted]
In the interim, we have noted her concerns 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of his kmart.com order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Kmart. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $117.69 was issued to his [redacted] ending in [redacted] on 1/23/16. With that having been said, it appears that the item Mr. [redacted] ordered was scheduled to be delivered from Kmart to the Regency Square Mall Sears Store in Jacksonville, Florida. The tracking information he viewed documented only that Kmart delivered his item to the shipper. As such, we have emailed Mr. [redacted]’s local store to ask a manager to follow up with him directly. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
January 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she...
had already paid for. We would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit history. With that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies. If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further. We also wanted to note that the original charge should only have been $75.00 since that is the fee for a “declined estimate”, which is the service that [redacted] received. Instead of just sending [redacted] a check for $10.00 we have instead issued her a refund for half of her charges as an expression of our apologies for our errors. Accordingly a mailed bank check for $42.50 has been issued to the same address noted on this complaint. She should receive this within 2-3 weeks and if she does not, she is welcome to contact me via email or phone. In the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Allison [redacted] #10967599 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding a washer
and dryer purchase from Sears.Eleni Colon,
Sears Home Delivery Escalation...
Specialist provided the following response:On Wednesday,
December 09, 2015, Ms. [redacted] returned my call regarding her complaint. During
the call Ms. [redacted] informed me that her issue had been resolved and no further
action was needed. Since we have been informed that Ms. [redacted] concerns were
addressed to her satisfaction, 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
March 16, 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 refrigerator. ...
As clarification, [redacted] purchase was made almost a year ago; therefore, she has exceeded the time period set forth under our return policy within which such a request may be made. Furthermore, our technician advised [redacted] that the issue causing the problem could external; her floor, which did not appear to be level. This may have been causing the door not to shut correctly. When our technician offered to raise the legs on the refrigerator in order to try and counteract this issue, he was told she did not want this to be done. Apparently, [redacted] had a torpedo style level and she was using this to try and show that the floor was level, but a carpenter level was needed to provide an accurate reading. Regardless, we have processed a replacement for the same item free of charge as [redacted] was seeking. We want to make that [redacted] bears in mind that should the issue reoccur, all possible avenues for repair will be explored prior to considering an exchange. The floor level issue may also be revisited if it is felt this is still a factor as that would make the cause an external issue. The delivery of the new refrigerator is currently scheduled for March 23, 2016. If [redacted] needs to change that date, she may contact our delivery department at [redacted] Further details regarding the delivery process will be transmitted via email along with a copy of the receipt. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 29, 2015 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #10964196 – Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Reward (SYWR) account. While Mr. [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not valid. Our records indicate that he was provided with $65.00 in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $184.00 in courtesy adjustments that are separate from any points he earned through promotions or purchases. While we understand Mr. [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $1000.00 in compensation, regardless of whether it was in points, store credit, or otherwise. However, we do think the adjustments provided so far are appropriate to the situations. Since our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect line: [redacted]Email: Dana.[redacted]@searshc.com
November
21, 2015
[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding her
recent order. According
to...
our records[redacted] spoke with [redacted] from our Executive Office and
he was able to resolve this matter to her satisfaction. Accordingly, we
respectfully ask that this matter be considered closed. We
apologize to Ms. Szczesniak and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint Specialist [redacted]Tell us why here...
December 4, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10940023 – Carl [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with a lawn tractor her purchased from...
sears.com
and his subsequent request for an exchange or refund.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently purchased a lawn tractor from Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have confirmed that a refund of $2,121.98 was issued to
his Visa account ending in 0754 on November 8, 2015. While we understand that Mr. [redacted] has requested
this amount to be refunded in cash or check, Sears’ stated policy explains that
all refunds will be provided in the same form as payment. Credit card providers typically accept refund and apply them
toward any balance that may be remaining on a closed credit card. If there is no balance due, the credit will
result in a positive account balance, which the credit card provider will be
responsible for providing to Mr. [redacted].
As such, we can only suggest that Mr. [redacted] contact his account
provider to request a check refund for any positive account balance that may
have resulted from our refund. At this
time, we can only reiterate that we truly regret any inconvenience he may have
experienced. We hope that in the future
he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and
the appropriate refund 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, Nicki [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 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. [redacted]’s return policy notes: “You can initiate a return for most new and unopened itemswithin 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (seeProduct-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise.” As such, [redacted] purchase would not qualify for a full refund. However, it is possible they might be willing to issue a partial refund. Unfortunately, we cannot assist any further and [redacted] would need to contact [redacted] with any communications regarding her order. As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints [redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request to receive the product she ordered. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted], telephone number ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, 2016. In closure, since Ms. [redacted] confirmed that the product was received in good condition, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order. It is...
unfortunate that we failed [redacted] expectations as we value his patronage. After researching the online order we found that he had previously been in contact with Executive Member Support, Sears’ escalated complaint department. EMS confirmed that the order had been cancelled on December 14, 2015, and advised that the credit would post to his account within 3 to 5 business days. On December 16, 2016, a refund of $42.05 was completed under return receipt number [redacted]. The Executive Member Support team offered a 20% discount on [redacted] next purchase which he accepted. We apologize again for any inconvenience [redacted] may have experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [redacted] 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, we have noted [redacted] concerns 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 10931621
I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first. Again, I came in for an alignment and later in the conversation added tires. Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely". My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first. Sears installed the 4 new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday. Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed. Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing 4 tires since my tires were installed prematurely/before the alignment was done.
Sincerely,
Denice [redacted]
Complaint: 10958567
I am rejecting this response because: I sent a few messages stating that I received only 3 shipping labels and received no response. If the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that i could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been 2.5 months since I started asking for a refund and I still don't have it. First, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later 3 lables instead of 4. Seems like too many errors to me.
Sincerely,
Elena [redacted]
Complaint: [redacted]I am rejecting this response because:
I received 1 call since this rebuttal occured from phone [redacted], Jerry..Sears Delivery, which I responed to. I have not had any contact with Amy . Joe was the third party. The second refrigerator was delivered and it defected. They had to delivery a third refrigerator. Ms. Amy has not contacted me. I am so surprised to see that the customer service at Sears has depleted to such low values. I wold like my account adjusted. My husband repaired my door, not SearsSincerely,[redacted]
February 1, 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 a food loss claim. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Upon researching Mr. [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician. However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again. Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $200.00 on Mr. [redacted] behalf. Accordingly, a check request has been processed, so Mr. [redacted] can expect a $200.00 check in the next two weeks. Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr. [redacted] new refrigerator; the coverage expires on September 22, 2017. With that said, since we have documented Mr. [redacted] concerns and issued the requested food loss check, 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
November 23, 2015
[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of her online order of a child’s...
stroller for $11.95
and a child’s toy kitchen also for $11.95 from one of our online third-party Marketplace
vendors. As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order. For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store. If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, we found that shortly after her
order was placed, it was determined to be for merchandise that had a large
system wide error that caused all newly loaded prices to display for only
$11.95. Per our terms and conditions, we canceled the order and a refund was provided.
If [redacted] would like to view the most up-to-date full version of our
terms and conditions, she can access the page with this link: http://www.sears.com/[redacted]
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted]
order was just in accordance with the posted terms and conditions that govern
our website, we are unable to honor her request to provide the merchandise for
the incorrect price. As this decision is commensurate to the circumstances, we
have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for...
her mower would not be covered under her manufacture warranty. As clarification, not all calls for service are covered by a manufacturer. Specifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss use. In Ms. [redacted] case, our technician found that the carburetor had to be rebuilt. A carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly. With that said, it appears that Ms. [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mower. We offere Ms. [redacted] a gift card in the amount of $20.00 for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms. [redacted] possession 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] Team Manager, Regulatory Complaints [redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the previous response provided.We have reviewed [redacted] rebuttal, and we do not
find that he has brought any new information to his complaint. As
clarification, according to his online order number [redacted] only used $19.98 in Shop Your Way Reward points
which have been refunded. Additionally, $22.50 in Shop Your Way Reward points
have been returned for his online order number [redacted] Unfortunately,
we are not always able to arrive at a resolution that would meet with a consumer’s
complete satisfaction, since we do not find that all requests are reasonable
and therefore within our power to grant.
In [redacted] case we do apologize that we failed his expectations,
but we feel the refund that has been provided is relative to the circumstances
and our decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her request to cancel and receive...
a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. Although we confirmed that Mrs. [redacted] order shipped within 2 days as expected, we contacted the seller on her behalf. Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs. [redacted] Therefore, we again contacted the seller to begin the return process and Mrs. [redacted] refund of $29.71 was issued to her [redacted] account ending in [redacted] on December 9, 2015. Since the requested resolution has been provided to Ms. [redacted], 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]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her request to...
receive a price match adjustment. As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms. [redacted] requesting her price match was received two days after she placed her order. As such, she would not have qualified for the adjustment. Despite this fact, we provided her with a credit for $81.38 on January 10, 2016 as a courtesy. Since we were not obligated to honor Ms. [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order experience and request for an
exchange in size...
and color.As clarification, our
online website hosts other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.Our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings
Corporation. In [redacted] case, the order was fulfilled [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.With that said, after
reviewing the notes in her order we have decided to process the refund request
today November 28, 2015, and [redacted] may keep or dispose of the shoes to her
discretion. [redacted] can expect to receive a refund back to her account within
5-7 business days. Should [redacted] have any questions, she may contact us via
email at [redacted]
In the interim, we have noted her concerns 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of his kmart.com order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Kmart. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $117.69 was issued to his [redacted] ending in [redacted] on 1/23/16. With that having been said, it appears that the item Mr. [redacted] ordered was scheduled to be delivered from Kmart to the Regency Square Mall Sears Store in Jacksonville, Florida. The tracking information he viewed documented only that Kmart delivered his item to the shipper. As such, we have emailed Mr. [redacted]’s local store to ask a manager to follow up with him directly. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
January 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she...
had already paid for. We would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit history. With that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies. If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further. We also wanted to note that the original charge should only have been $75.00 since that is the fee for a “declined estimate”, which is the service that [redacted] received. Instead of just sending [redacted] a check for $10.00 we have instead issued her a refund for half of her charges as an expression of our apologies for our errors. Accordingly a mailed bank check for $42.50 has been issued to the same address noted on this complaint. She should receive this within 2-3 weeks and if she does not, she is welcome to contact me via email or phone. In the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Allison [redacted] #10967599 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding a washer
and dryer purchase from Sears.Eleni Colon,
Sears Home Delivery Escalation...
Specialist provided the following response:On Wednesday,
December 09, 2015, Ms. [redacted] returned my call regarding her complaint. During
the call Ms. [redacted] informed me that her issue had been resolved and no further
action was needed. Since we have been informed that Ms. [redacted] concerns were
addressed to her satisfaction, 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
March 16, 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 refrigerator. ...
As clarification, [redacted] purchase was made almost a year ago; therefore, she has exceeded the time period set forth under our return policy within which such a request may be made. Furthermore, our technician advised [redacted] that the issue causing the problem could external; her floor, which did not appear to be level. This may have been causing the door not to shut correctly. When our technician offered to raise the legs on the refrigerator in order to try and counteract this issue, he was told she did not want this to be done. Apparently, [redacted] had a torpedo style level and she was using this to try and show that the floor was level, but a carpenter level was needed to provide an accurate reading. Regardless, we have processed a replacement for the same item free of charge as [redacted] was seeking. We want to make that [redacted] bears in mind that should the issue reoccur, all possible avenues for repair will be explored prior to considering an exchange. The floor level issue may also be revisited if it is felt this is still a factor as that would make the cause an external issue. The delivery of the new refrigerator is currently scheduled for March 23, 2016. If [redacted] needs to change that date, she may contact our delivery department at [redacted] Further details regarding the delivery process will be transmitted via email along with a copy of the receipt. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]