Public Mediation

Christal Nixon-Smith vs. Sears

C. N. vs. Sears Home Services - Headquarters
3333 Beverly Rd - B6-258B Hoffman Estates, Illinois, 60179-0002, 1024 Florida Central Pkwy, Longwood, Florida, 32750-7579, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"Purchased a Kenmore Stainless Steel refrigerator on Aug 6, 2016, they delivered a refrigerator that does not work on Aug 11, 2016 , they sent a repairman for a brand new refrigerator on Aug 13, 2016 it was determined that the refrigerator was Bad the refrigerator cooling system was not working, and in the meantime the $400.00 worth of food /meat dairy products that I purchased on Aug 11, 2016 went bad. I went to the Sore located at 300 Quacker Bridge mall in Lawrence NJ told me there was nothing they could do they only sale the refrigerators I was told that a new refrigerator would be delivered on Tuesday to replace the first refrigerator, on Tuesday, Aug 16, 2016 sears delivered another refrigerator that was damaged (Doors Bent) once the box was opened the delivery team discovered that the this refigerator was also damaged. I contacted the Corporate office on Tuesday 1 800 549-4505 ext #5 and basicly was told that there was nothing that they could do and I would have to wait another four days Saturday, Aug 20, 2016 before I would recive another refrigerator , asked what I'm supposed to due about my Lost food explained that I have a 1 year old & a 5 yearold grandchildren in the household how am I supposed to keep milk /Dairy products cool until Saturday, I was told there would be no compensation for lost food and I would have to just wait for the refrigerator to come on Saturday."
...
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Claimant timeline (5) - Hide
  • 08-06-2016 — Purchased the Refrigerator
  • 08-11-2016 — First delivery date--Refrigerator dose'nt work
  • 08-13-2016 — Repairman arrives to determine that the unit is broken
  • 08-16-2016 — Second refrigerator delivered--Damaged doors
  • 08-17-2016 — No refrigerator
Additional Communication Between Claimant and Sears Home Services - Headquarters Hide
  • Aug 17, 2016, () added:

  • We would ask Ms. Nixon-Smith to provide us with her delivery address plus any contact information (phone number and/or email address) so that we can find her records and contact her in reference to her concerns.

What Claimant Wants Hide
Just make me happy!
Claimant invites Sears Home Services - Headquarters to make a fair offer.
1. Other – Pay for claim posting cost Sep 01, 2016 $7.99
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
Message from Sears Home Services - Headquarters: August 23, 2016

People Claim File # 13614-101225

Re: Christal Nixon-Smith

To Whom It May Concern:

We have completed the investigation of Ms. Smith’s complaint regarding the customer service experience with the recent purchase of a refrigerator.

We would first like to apologize that Ms. Smith’s purchased appliance failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing Ms. Smith’s complaint and our records, we were able to determine that on the day of delivering her purchased appliance, she contacted customer service to request an exchange due to the delivered appliance was not working properly. An exchange was processed for Ms. Smith on August 16, 2016. Our records show that the exchange was completed on August 20, 2016. In addition, our records show that Ms. Smith was issued a sales adjustment in the amount of $150.035. It is our hope that Ms. Smith’s purchased appliance will provide her with long term satisfaction. Since the exchange for Ms. Smith has been completed and compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.


Sincerely,

Ema Campos
Regulatory Specialist, Regulatory Complaints
Sears Holdings Corporation
O: 512.248.7884
F: 512.248.7905
imx integrated member experience
What By When How Much
1. exchange completed Oct 07, 2016 N/A
Non-cash: 1 items
  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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