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
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
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]
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]
(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
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]
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 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]
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
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]
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]
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]
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
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.
February 23, 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 her shovel. ...
We apologize to Mr. [redacted]. There is a process in place for issues such as this, but it does not appear that was followed. We will be addressing that issue in order to prevent further such occurrences. That said, it was our understanding that the buyer for our shovel lien contacted Mr. [redacted] and arranged for him to receive a comparable replacement shovel. Additionally, we are sending Mr. [redacted] a $50.00 gift card as a courtesy. Mr. [redacted] may expect his gift card within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:The refunds they explained that would be sent have not arrived. When and if they do I will respond accordingly and accept their solution
Sincerely,
[redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving [redacted]...
[redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] washer has been repaired and it appears to be working to specifications. As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate. Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
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]
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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet. [redacted], manager of the Sears...
Outlet in Wichita, provided the following
response:After
receiving and reviewing [redacted]
complaint, I left him a voice mail requesting a return call. When [redacted] returned my call he informed me that when he
returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points. I then partnered with [redacted] from our
member services office who restored [redacted]
points to his account. It is important to note that those points are good for
one year. If I can be of any further assistance to [redacted] I invite him to
contact me at [redacted] Since we have restored [redacted] SYWR points, 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 SpecialistSears
Holdings Corporation[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
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
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]
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]
(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
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]
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 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]
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
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]
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]
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]
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
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.
February 23, 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 her shovel. ...
We apologize to Mr. [redacted]. There is a process in place for issues such as this, but it does not appear that was followed. We will be addressing that issue in order to prevent further such occurrences. That said, it was our understanding that the buyer for our shovel lien contacted Mr. [redacted] and arranged for him to receive a comparable replacement shovel. Additionally, we are sending Mr. [redacted] a $50.00 gift card as a courtesy. Mr. [redacted] may expect his gift card within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:The refunds they explained that would be sent have not arrived. When and if they do I will respond accordingly and accept their solution
Sincerely,
[redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving [redacted]...
[redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] washer has been repaired and it appears to be working to specifications. As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate. Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
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]
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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet. [redacted], manager of the Sears...
Outlet in Wichita, provided the following
response:After
receiving and reviewing [redacted]
complaint, I left him a voice mail requesting a return call. When [redacted] returned my call he informed me that when he
returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points. I then partnered with [redacted] from our
member services office who restored [redacted]
points to his account. It is important to note that those points are good for
one year. If I can be of any further assistance to [redacted] I invite him to
contact me at [redacted] Since we have restored [redacted] SYWR points, 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 SpecialistSears
Holdings Corporation[redacted]