January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear [redacted] We have completed the investigation of Ms[redacted] complaint regarding her inability to receive her...
recent order the billing involved. As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms[redacted] area and the “charge” she saw was merely a pending hold, not an actual charge. These usually fall off within several days. However, we have spoken with [redacted] and the transaction was voided altogether today. As far as the points Ms. [redacted] speaks of are concerned, she only used $6.71 worth of points on her order and they have been added back to her account. These points expire on January 27, 2016 so they need to be used before then. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, 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] Specialist, Regulatory Complaints [redacted]
November
5, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Via:
Revdex.com Website [redacted]
This
letter serves to confirm that Sears Home Improvement Products, Inc. (SHIP) has
been in contact...
with [redacted]. We
made multiple attempts to reach her by phone and had not been able to reach her
until today. We are researching the customer’s claim and will be in contact
once we have concluded our required research. We have asked [redacted] to
forward all of her relevant third-party correspondence and invoices to us so
that we are fully informed of the background of her complaint. We will be in
contact once we have reached a decision. Thank
you for your time, effort
and patience during the investigation process. If you have any questions or
concerns, please contact me directly at [redacted] or via
email at [redacted]Sincerely,[redacted]
[redacted] cc:
[redacted]ia 1st class postageTell us why here...
Complaint: [redacted]
I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so. The photo I sent was to show it was done so they could remove the no service on my plan on this particular unit. This unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair done. The wall net to it was also always there and this unit was never moved. In fact sears serviced the old unit for over 20yrs in this exact same location. This is just a vendetta drummed up my these service guys so they can stick up for each other not doing their job. I can also assure I have never spoken to any of these guys except on the phone. My Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his words. He said he threatened him verbally and then said he would fix the owner of this property . He told be he sat across the street of my property and was talking and doing something on his computer. I suppose this was the fix he put in lie ing about his experience. I know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it. No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this service. And how do they explain all the other service guys and gals that have worked her over the past 25 yrs that never had a problem. All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about construction. Of course it very clear he does not. He also was not interested in solving the problem. This note he sent back to you is the real lie and this man is the lier. I am not sure where we go from here but I intend to get what I paid for. None of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of. Thanks [redacted]
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the refund to my credit card, however, I HAVE NOT received the gift cards. I keep getting the runaround from Sears customoer service, telling me to check back later, check back later. For instance, just today, I started a chat in which I asked WHEN wer the refund gift cards sent out. After 20 minutes I was told that there is no way for them to get that information as this was sold by third part vendor. What? So WAYFAIR is now sending me my refund gift cards? I bought this dining set on Sears.com, not [redacted] I simply cannot get a straight answer as to when I'm going to get my refund gift cards, though I've tried many, many times. PLEASE TELL ME WHEN I'M GOING TO GET MY FULL REFUND
December 23, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10958567- Elena [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. The email Ms. [redacted] mentions said “you can keep the item or return it by your own we will process you the complete refund.” It did not specifically say Ms. [redacted] could keep the merchandise and still get a refund. The item in question was valued at over $1000.00. We have intervened on her behalf as a courtesy as an exception to the return policy and refund labels were shipped to her. Unfortunately, it seems only three labels instead of four were sent in error. Another should be sent her way shortly. Once all of the merchandise has been verified as received back in our warehouse, credit will be issued. We apologize for the delay. In light of the aforementioned information, we respectfully ask that this matter remain closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway services. We value her patronage and can understand her frustration with the events detailed in her letter. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that we may improve our services. It may be important to mention that our records indicate that as Ms. [redacted] states, her layaway was cancelled due to a delinquent payment. In case Ms. [redacted] is not already aware, our online layaway service allows customers to make payments every two weeks for up to 8 from the date of layaway account opening. While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way. Additionally, refunds for layaways cancelled due to delinquency are processed only after the last day of grace has expired. With that having been said our records indicate that Ms. [redacted] spoke with sears.com representatives on December 10, 2015, and they correctly advised her that her layaway could not be reinstated, but that she would be able to place a new order at her convenience. Our records also show that Ms. [redacted] made a single payment of $28.55. Therefore, after the layaway fee of $5.00 and the $15.00 cancellation fee were assessed, Ms. [redacted] was issued a refund of $8.55 to her [redacted] account ending in [redacted] At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We respectfully ask to have this matter closed, since we have documented Ms. [redacted] complaint and confirmed that the appropriate layaway process has been followed. 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 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and...
request for an exchange of the couch. It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. Additionally, we can understand his dissatisfaction with the series of events detailed in his complaint. After reviewing the notes in his order we found that the vendor is unable to arrange an exchange. Sears Online informed Mr. [redacted] that the only option would be to return the couch for a full refund. At that point Mr. [redacted] may decide to place a new order and Sears offered to honor the same price as well as a 10% off. We ask that Mr. [redacted] contact Sears Online directly at [redacted] with his final decision of whether he will be keeping the product or if he will accept returning the product for a refund. In the interim, we have noted Mr. [redacted] concerns and proposed an equitable resolution, 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
Initial Business Response /* (1000, 8, 2014/11/23) */
November 23, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
her water heater.
As clarification, [redacted] Repair Protection Agreement (RPA) only covers the cost of a comparable unit and basic installation. However, we offered to send [redacted] a check for $1,000.00 as fulfillment of her contract. Bear in mind that our comparable unit only costs $560.00 and basic installation for us is $240.00, so we added an additional $200.00 as a courtesy. [redacted] RPA does not cover any permits, additional hoses, gas lines, venting, or any charges related to bringing the setup to meet local building codes that may have changed. It also looks like the unit the plumber sold her was a very high efficient, professional line model so would cost more. [redacted] accepted our offer, but asked for a $100.00 gift card as well, which we agreed to grant as a final gesture of goodwill. A release was sent to [redacted] home address on November 7, 2014. Her gift card was issued today and it should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
March 8, 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 non-receipt of...
an item she ordered from kmart.com and her subsequent request for a refund. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Kmart. 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. We sent an email directly to [redacted] to inform her that we issued a check refund of $131.36 to her on February 29, 2016. Additionally, [redacted] refunds of $65.69, $65.69, and $10.00 were issued on the same date, since the supplier was unable to fulfill [redacted] order. At this time, we can only reiterate that we truly regret any inconvenience she 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 appropriate refunds have 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]
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with...
difficulty cancelling her Sears layaway order and non-receipt of a refund. It is unfortunate that we failed Mrs. [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, we have confirmed that 3 refund amounts of $136.00, $106.00 and $250.00 were issued under the name of [redacted] and 1 refund amount of $171.36 was issued to [redacted]. We are uncertain as to why Mrs. [redacted] was unable to access her layaway order and can only suggest that the issue may have been related to having two users access the account from separate profiles. At this time, we can only reiterate that we truly regret any inconvenience she 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 Mrs. [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]
Revdex.com:I'm confused by [redacted] response. He did call me last week and left a voice message that Sears would make the requested refund in the form of a gift card. He said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following day. He did not do that. In the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to me. We agreed that they would mail it to me. So I do find the resolution satisfactory -- when the gift card arrives of course.
Sincerely,
[redacted]
April 19, 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 online order and request for a refund....
It is unfortunate that we failed [redacted] expectations as we value his patronage. 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 order had been cancelled and a refund was processed on April 8, 2016. For [redacted] records a refund of $94.99 and $422.21 was credited back to the same form of payment he originally used at the time of purchase. 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, since a full refund has been provided, 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: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The customer service rep (appointment setter) clearly stated the ice maker could be repaired. The technician only called to let me know he was running late (not to diagnose). He then explained to me that ice makers can only be replaced, not repaired and he stated (not I) he will cancel the appointment. I called back the customer service line to confirm what he said and the rep stated Sears WILL repair ice makers. My issue is that there is not a constant message given to the consumer leading the consumer with false expectations not to mention a full day wasted waiting for a repair that would never happen. Sears should take the responsibility to insure the same message is given at the initial customer service contact and technician contact.
Initial Business Response /* (1000, 8, 2014/12/04) */
December 4, 2014
[redacted]
...
[redacted]
[redacted]
This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installation. The windows have been ordered and they are expected to arrive approximately Friday, December 12, 2014. Once the windows have arrived we will schedule the installation with [redacted]
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrived. Therefore, neither a date for installation nor installation have yet occurred. Please keep this matter open until it is resolved. Thank you very much.
[redacted]
Final Business Response /* (4000, 15, 2014/12/31) */
December 29, 2014
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, the price match and timely installation of the windows has been completed. The windows were installed on 12/17/2014. [redacted] are happy with the repairs and have no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at[redacted]
[redacted]
March 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize...
to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center. Upon receiving [redacted]’s concerns, we contacted Auto Center Manager [redacted] for assistance. [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system. [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section. This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty. Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it. Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice. With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garage door completed by Sears Garage Solutions. [redacted]...
[redacted], Sears Garage Solutions, Quality Control Manager provided the following response: Within his complaint [redacted] notes that Sears Garage Solutions have serviced his garage door multiple times and he wants a refund for services rendered. We would like to note the dates, services completed and amount paid: 4/26/15- tech completed a preventative maintenance check- total charge $69.00 10/7/15- tech adjusts the lower safety sensor- total charge- $104.00 01/06/16- tech installs new garage door cable- total charge $215.00 As you can see from reviewing the attached work orders, the services completed at [redacted] residence are unrelated. Additionally, it is important to note that the door is quite old. The home was built in 1969 and we have no way of knowing if the garage door is the original door installed when the house was built. The door is at least 20+ years old. With an older door, it is common to have repairs completed more often than a newly installed door, cables and spring. If [redacted] has any additional questions or concerns, he can reach me at [redacted] or via email at [redacted]. At this time, since we have noted that the three repairs to [redacted] garage door are unrelated, we will not be providing [redacted] with a refund of $400.00 he has requested. That said 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]
Initial Business Response /* (1000, 8, 2015/02/25) */
February 24, 2015
[redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] We do apologize for any delay or inconvenience while [redacted]was without heat. In the interest of customer service, we are refunding [redacted]the service fee she paid to us. This refund will take 7 - 10 business days before [redacted]sees this credit on her [redacted] account.
As there are no additional issues, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted]as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
[redacted]
March 3, 2016[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a...
refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review. As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $23.81. Her order was cancelled on January 21, 2016, due to non-payment. It is Sears’ policy to refund purchases in the same form as the original payment. Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check. With that having been said, it is important to note that a cancellation fee of $25.00 is assessed on all layaways over $400.00 and because [redacted] paid only $23.81 toward her layaway balance, her payment was absorbed by this cancellation fee. Therefore, a refund check or account credit was not issued to her. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customer with each layaway account that is opened. It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match. This information is provided in our stores, sale ads and on our website. At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order. We hope that in the future she will allow us an 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 confirmed that the proper layaway process was followed. 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 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11105035 - Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order and...
request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’ case, the order was fulfilled by ErgodE located at [redacted]., Richmond TX 77406, email: [redacted]@supportingbuyers.com and telephone number of [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $27.15 on February 9, 2016. For Mr. [redacted]’ records the return receipt number is 093010860109. Since the MP Vendor shorted Mr. [redacted]’ refund, we have issued the remaining balance of $6.00 on return receipt number 099119029421. In closure, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 26, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience. [redacted] Store General Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching the complaint, we can understand her frustration with the product being sent to an old address listed in her profile. It should also be noted that address changes are not guaranteed, rather, they are only requests. We show that Ms. [redacted] attempted to inform Sears of the incorrect address however it was eight days after the order was placed. With that having been said, we have processed a refund and Ms. [redacted] may replace her order if she chooses. However, we recommend that Ms. [redacted] re-check her profile now to confirm that the address has updated in her profile prior to any further purchases. Finally as a gesture of goodwill, we have placed points to her Shop Your Way Rewards account. Should Ms. [redacted] have any questions, she may contact us directly at [redacted] 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
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear [redacted] We have completed the investigation of Ms[redacted] complaint regarding her inability to receive her...
recent order the billing involved. As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms[redacted] area and the “charge” she saw was merely a pending hold, not an actual charge. These usually fall off within several days. However, we have spoken with [redacted] and the transaction was voided altogether today. As far as the points Ms. [redacted] speaks of are concerned, she only used $6.71 worth of points on her order and they have been added back to her account. These points expire on January 27, 2016 so they need to be used before then. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, 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] Specialist, Regulatory Complaints [redacted]
November
5, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Via:
Revdex.com Website [redacted]
This
letter serves to confirm that Sears Home Improvement Products, Inc. (SHIP) has
been in contact...
with [redacted]. We
made multiple attempts to reach her by phone and had not been able to reach her
until today. We are researching the customer’s claim and will be in contact
once we have concluded our required research. We have asked [redacted] to
forward all of her relevant third-party correspondence and invoices to us so
that we are fully informed of the background of her complaint. We will be in
contact once we have reached a decision. Thank
you for your time, effort
and patience during the investigation process. If you have any questions or
concerns, please contact me directly at [redacted] or via
email at [redacted]Sincerely,[redacted]
[redacted] cc:
[redacted]ia 1st class postageTell us why here...
Complaint: [redacted]
I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so. The photo I sent was to show it was done so they could remove the no service on my plan on this particular unit. This unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair done. The wall net to it was also always there and this unit was never moved. In fact sears serviced the old unit for over 20yrs in this exact same location. This is just a vendetta drummed up my these service guys so they can stick up for each other not doing their job. I can also assure I have never spoken to any of these guys except on the phone. My Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his words. He said he threatened him verbally and then said he would fix the owner of this property . He told be he sat across the street of my property and was talking and doing something on his computer. I suppose this was the fix he put in lie ing about his experience. I know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it. No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this service. And how do they explain all the other service guys and gals that have worked her over the past 25 yrs that never had a problem. All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about construction. Of course it very clear he does not. He also was not interested in solving the problem. This note he sent back to you is the real lie and this man is the lier. I am not sure where we go from here but I intend to get what I paid for. None of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of. Thanks [redacted]
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the refund to my credit card, however, I HAVE NOT received the gift cards. I keep getting the runaround from Sears customoer service, telling me to check back later, check back later. For instance, just today, I started a chat in which I asked WHEN wer the refund gift cards sent out. After 20 minutes I was told that there is no way for them to get that information as this was sold by third part vendor. What? So WAYFAIR is now sending me my refund gift cards? I bought this dining set on Sears.com, not [redacted] I simply cannot get a straight answer as to when I'm going to get my refund gift cards, though I've tried many, many times. PLEASE TELL ME WHEN I'M GOING TO GET MY FULL REFUND
December 23, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10958567- Elena [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. The email Ms. [redacted] mentions said “you can keep the item or return it by your own we will process you the complete refund.” It did not specifically say Ms. [redacted] could keep the merchandise and still get a refund. The item in question was valued at over $1000.00. We have intervened on her behalf as a courtesy as an exception to the return policy and refund labels were shipped to her. Unfortunately, it seems only three labels instead of four were sent in error. Another should be sent her way shortly. Once all of the merchandise has been verified as received back in our warehouse, credit will be issued. We apologize for the delay. In light of the aforementioned information, we respectfully ask that this matter remain closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway services. We value her patronage and can understand her frustration with the events detailed in her letter. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that we may improve our services. It may be important to mention that our records indicate that as Ms. [redacted] states, her layaway was cancelled due to a delinquent payment. In case Ms. [redacted] is not already aware, our online layaway service allows customers to make payments every two weeks for up to 8 from the date of layaway account opening. While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way. Additionally, refunds for layaways cancelled due to delinquency are processed only after the last day of grace has expired. With that having been said our records indicate that Ms. [redacted] spoke with sears.com representatives on December 10, 2015, and they correctly advised her that her layaway could not be reinstated, but that she would be able to place a new order at her convenience. Our records also show that Ms. [redacted] made a single payment of $28.55. Therefore, after the layaway fee of $5.00 and the $15.00 cancellation fee were assessed, Ms. [redacted] was issued a refund of $8.55 to her [redacted] account ending in [redacted] At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We respectfully ask to have this matter closed, since we have documented Ms. [redacted] complaint and confirmed that the appropriate layaway process has been followed. 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 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and...
request for an exchange of the couch. It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. Additionally, we can understand his dissatisfaction with the series of events detailed in his complaint. After reviewing the notes in his order we found that the vendor is unable to arrange an exchange. Sears Online informed Mr. [redacted] that the only option would be to return the couch for a full refund. At that point Mr. [redacted] may decide to place a new order and Sears offered to honor the same price as well as a 10% off. We ask that Mr. [redacted] contact Sears Online directly at [redacted] with his final decision of whether he will be keeping the product or if he will accept returning the product for a refund. In the interim, we have noted Mr. [redacted] concerns and proposed an equitable resolution, 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
Initial Business Response /* (1000, 8, 2014/11/23) */
November 23, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
her water heater.
As clarification, [redacted] Repair Protection Agreement (RPA) only covers the cost of a comparable unit and basic installation. However, we offered to send [redacted] a check for $1,000.00 as fulfillment of her contract. Bear in mind that our comparable unit only costs $560.00 and basic installation for us is $240.00, so we added an additional $200.00 as a courtesy. [redacted] RPA does not cover any permits, additional hoses, gas lines, venting, or any charges related to bringing the setup to meet local building codes that may have changed. It also looks like the unit the plumber sold her was a very high efficient, professional line model so would cost more. [redacted] accepted our offer, but asked for a $100.00 gift card as well, which we agreed to grant as a final gesture of goodwill. A release was sent to [redacted] home address on November 7, 2014. Her gift card was issued today and it should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
March 8, 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 non-receipt of...
an item she ordered from kmart.com and her subsequent request for a refund. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Kmart. 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. We sent an email directly to [redacted] to inform her that we issued a check refund of $131.36 to her on February 29, 2016. Additionally, [redacted] refunds of $65.69, $65.69, and $10.00 were issued on the same date, since the supplier was unable to fulfill [redacted] order. At this time, we can only reiterate that we truly regret any inconvenience she 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 appropriate refunds have 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]
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with...
difficulty cancelling her Sears layaway order and non-receipt of a refund. It is unfortunate that we failed Mrs. [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, we have confirmed that 3 refund amounts of $136.00, $106.00 and $250.00 were issued under the name of [redacted] and 1 refund amount of $171.36 was issued to [redacted]. We are uncertain as to why Mrs. [redacted] was unable to access her layaway order and can only suggest that the issue may have been related to having two users access the account from separate profiles. At this time, we can only reiterate that we truly regret any inconvenience she 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 Mrs. [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]
Revdex.com:I'm confused by [redacted] response. He did call me last week and left a voice message that Sears would make the requested refund in the form of a gift card. He said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following day. He did not do that. In the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to me. We agreed that they would mail it to me. So I do find the resolution satisfactory -- when the gift card arrives of course.
Sincerely,
[redacted]
April 19, 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 online order and request for a refund....
It is unfortunate that we failed [redacted] expectations as we value his patronage. 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 order had been cancelled and a refund was processed on April 8, 2016. For [redacted] records a refund of $94.99 and $422.21 was credited back to the same form of payment he originally used at the time of purchase. 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, since a full refund has been provided, 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: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The customer service rep (appointment setter) clearly stated the ice maker could be repaired. The technician only called to let me know he was running late (not to diagnose). He then explained to me that ice makers can only be replaced, not repaired and he stated (not I) he will cancel the appointment. I called back the customer service line to confirm what he said and the rep stated Sears WILL repair ice makers. My issue is that there is not a constant message given to the consumer leading the consumer with false expectations not to mention a full day wasted waiting for a repair that would never happen. Sears should take the responsibility to insure the same message is given at the initial customer service contact and technician contact.
Initial Business Response /* (1000, 8, 2014/12/04) */
December 4, 2014
[redacted]
...
[redacted]
[redacted]
This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installation. The windows have been ordered and they are expected to arrive approximately Friday, December 12, 2014. Once the windows have arrived we will schedule the installation with [redacted]
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrived. Therefore, neither a date for installation nor installation have yet occurred. Please keep this matter open until it is resolved. Thank you very much.
[redacted]
Final Business Response /* (4000, 15, 2014/12/31) */
December 29, 2014
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, the price match and timely installation of the windows has been completed. The windows were installed on 12/17/2014. [redacted] are happy with the repairs and have no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at[redacted]
[redacted]
March 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize...
to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center. Upon receiving [redacted]’s concerns, we contacted Auto Center Manager [redacted] for assistance. [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system. [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section. This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty. Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it. Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice. With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garage door completed by Sears Garage Solutions. [redacted]...
[redacted], Sears Garage Solutions, Quality Control Manager provided the following response: Within his complaint [redacted] notes that Sears Garage Solutions have serviced his garage door multiple times and he wants a refund for services rendered. We would like to note the dates, services completed and amount paid: 4/26/15- tech completed a preventative maintenance check- total charge $69.00 10/7/15- tech adjusts the lower safety sensor- total charge- $104.00 01/06/16- tech installs new garage door cable- total charge $215.00 As you can see from reviewing the attached work orders, the services completed at [redacted] residence are unrelated. Additionally, it is important to note that the door is quite old. The home was built in 1969 and we have no way of knowing if the garage door is the original door installed when the house was built. The door is at least 20+ years old. With an older door, it is common to have repairs completed more often than a newly installed door, cables and spring. If [redacted] has any additional questions or concerns, he can reach me at [redacted] or via email at [redacted]. At this time, since we have noted that the three repairs to [redacted] garage door are unrelated, we will not be providing [redacted] with a refund of $400.00 he has requested. That said 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]
Initial Business Response /* (1000, 8, 2015/02/25) */
February 24, 2015
[redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] We do apologize for any delay or inconvenience while [redacted]was without heat. In the interest of customer service, we are refunding [redacted]the service fee she paid to us. This refund will take 7 - 10 business days before [redacted]sees this credit on her [redacted] account.
As there are no additional issues, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted]as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
[redacted]
March 3, 2016[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a...
refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review. As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $23.81. Her order was cancelled on January 21, 2016, due to non-payment. It is Sears’ policy to refund purchases in the same form as the original payment. Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check. With that having been said, it is important to note that a cancellation fee of $25.00 is assessed on all layaways over $400.00 and because [redacted] paid only $23.81 toward her layaway balance, her payment was absorbed by this cancellation fee. Therefore, a refund check or account credit was not issued to her. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customer with each layaway account that is opened. It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match. This information is provided in our stores, sale ads and on our website. At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order. We hope that in the future she will allow us an 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 confirmed that the proper layaway process was followed. 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 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11105035 - Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order and...
request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’ case, the order was fulfilled by ErgodE located at [redacted]., Richmond TX 77406, email: [redacted]@supportingbuyers.com and telephone number of [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $27.15 on February 9, 2016. For Mr. [redacted]’ records the return receipt number is 093010860109. Since the MP Vendor shorted Mr. [redacted]’ refund, we have issued the remaining balance of $6.00 on return receipt number 099119029421. In closure, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 26, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience. [redacted] Store General Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching the complaint, we can understand her frustration with the product being sent to an old address listed in her profile. It should also be noted that address changes are not guaranteed, rather, they are only requests. We show that Ms. [redacted] attempted to inform Sears of the incorrect address however it was eight days after the order was placed. With that having been said, we have processed a refund and Ms. [redacted] may replace her order if she chooses. However, we recommend that Ms. [redacted] re-check her profile now to confirm that the address has updated in her profile prior to any further purchases. Finally as a gesture of goodwill, we have placed points to her Shop Your Way Rewards account. Should Ms. [redacted] have any questions, she may contact us directly at [redacted] 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