Sears Holdings Corporation

October 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #*** - Kelly ***
Dear Ms***,
We have completed the investigation of Ms***' complaint regarding her
dissatisfaction with our customer service and receipt of a damaged stove
It is unfortunate that we failed Ms***' expectations when she recently purchased a stove from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe have also confirmed that the cancellation and refund for the second order was completed on September 18, 2015, and Ms***' request for an exchange at the same cost was grantedKathy ***, Sears Customer Service Manager, attempted to reach Ms*** by telephone on October 5, 2015, to discuss her concerns and confirm that her stove was installed as scheduled on the same dateHowever, Ms*** was unable to reach Ms*** and left a message asking her to return her callUntil we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed pending Ms***' response, since we have confirmed that her order has been reprocessed in the way she requested
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
***
1*** Ext

September 4,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** - Kelvonia *** ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding the
patio set that was not available once she paid it off via a layaway
Our records indicate that Ms*** also voiced her concerns via our customer support group and they reached out to the store where the layaway was madeThe store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms*** via phone and emailThat was the beginning of August and there were no further updates so it appears the store was able to assist Ms***If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana***@searshc.com or via phone at *** In the interim, since the store did get the patio set sent to the store for Ms*** to pick it up, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana***@searshc.com

January 30, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and the condition of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that we have issued a refund of to Mr*** Shop Your Way Rewards account and $for the shipment of sets in which he stated he received only broken sets. Mr*** was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse. Mr*** may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** 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, *** *** Regulatory Complaint Specialist *** *** *** ***

October 28, *** *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding non-receipt of a refund for a refrigerator she ordered from SearsMs*** local Sears store has attempted to contact Ms*** by telephone, but has not been able to reach her. Our store is prepared to re issue Ms*** refund by check, but needs to speak with her to verify her mailing address. Until we have an opportunity to discuss this matter with her, we are unable to proceed. If Ms*** still requires assistance, she is welcome to contact District Manager *** *** at *** *** We ask to have this matter closed in the interim, pending Ms*** responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Sincerely, *** *** Regulatory Complaint Specialist *** *** ***

Applied for a layaway with Kmart on 09/28/for comforter and bed sheets, paid initial down payment of $and $10/09/in which I would have owe $and I put in the store location for *** ***, Illinois So instead of making the other payments in which the next payment would have been 10/26/16, I went to the store to take the layaway out and to my surprise the store is going out of business, but layaway suppose to still be there until 12/10/I arrived in Chicago 10/22/16, left the airport to pickup my layaway they could not find my name no where in the system and I had left my order number, so I call there corporate office and was given the contract number and order number, went back and still could not close the order was told wrong numbers I went to this location times with unsatisfactory results, so I ask for this layaway to be cancelled and now they are trying to refund me $for a layaway I try to pay outThis store location is no longer in the system and I was told they stop taking online layaway's since 09/16/16, so why did it take my money and order after the factI feel I should not be penalized for trying to cancelled an order I try to pickup several times, I was so angry and their employees was no help at all especially when I went there with the contract number from their corporation Although it was only $I would like all off my money back

WORST CUSTOMER SERVICE EVER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Purchased (paid for up front) a matress, boxspring and bedframe, they delieverd the matress and boxspring but not the frame, I continually receive the run around by every person I speak to at delivery and at the store, their famous line is "someone will contact you w/in 24-hours"I am on day of not having the frame I paid for and not one person contacts me back like they say they are going to- every night I make a phone call or pay a visit to the store, nothing helps- tonight the associate told me I didnt need to keep coming back in the store, I explained to him I will continue to come into the store so customers that are shopping there can hear my complaints and stop shopping there- I said I wanted the price for the frame removed from the bill and my money back, they told me I could not have my money back until I received the frame....again I am on day of no frame & nont one person calling me like they say they will BUT THEY HAVE MY MONEY & I am sleeping on the floor on my brand new matress, classy! I filed a complaint tonight with the attorny general, hopefully that will help me in some way since not one person w/in Sears is able to help me Sears, you should be ashamed, no wonder why all of your stores continually close!

June 3, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the repair to her refrigerator First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** With that said, we are unable to honor Ms*** request for $1,in food loss. Ms*** carries a repair contract through *** *** *** ***. If that contract provides for any food loss benefit, Ms*** would need to file a claim with *** *** *** ***; Sears Home Services is only the contracted service provider. Our records show that Ms*** was offered a $service refund, which she accepted. The refund request has been submitted, so Ms*** should see a credit to her *** account ending in *** in the next week or a check in the next two weeks if the account information is not still available in our system. Since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we have closed our file Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order We would first note that his order might was placed through one of our Marketplace vendors, *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policy notedA consumer may verify each seller’s return policies prior to making their order if they wish on the site by clicking on the seller’s informationWhen we spoke with *** ***, this was their reply: “As per our policy cancellation is not guaranteed, if the customer wishes to cancel the order he /she has to contact before the order is shipped or in the process of shippingIn case the item is shipped out it cannot be cancelled, which is the case hereOrder was already shipped out and the customer was informed about the sameMoreover the customer had refused the delivery, which also incurs more chargeWe never ask our customers to refuse the delivery at any costHence, a 15% restocking fees and reshipping charges were charged.” Despite the aforementioned information, we were able to have them credit the restocking fee of $as a courtesyHowever, the shipping fees will not be refunded as their policy also notes: “Delivery, labor and/or installation fees cannot be refunded.” As such, we are not able to grant Mr*** request or provide any further assistance; therefore, we respectfully as that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints Email: ***

January 12,
class="InsideAddressName"> *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Ms*** complaint regarding her range According to our records, Ms*** range was purchased on January 30, We could not locate any other range purchase with the information she providedBased on that information, Ms*** range would be approximately years old at this point in time and her manufacturer’s warranty would have expired on February 1, 2011; therefore, any repair or replacement costs would be her responsibility as she chose not purchase any extended coverage There are no related recalls on file from the manufacturer on this modelFurthermore, there are notes in the owner’s manual on page that state: “most oven doors contain glass that can break 1. Do not close the oven door until all the oven racks are fully in place2. Do not hit the glass with pots, pans or any other object3. Scratching, hitting, jarring, or stressing the glass may weaken its structure causing an increased risk of breakage at a later time.” If the door glass is hit small fractures can occur and over time, the heat can cause the glass to expand and then finally to shatterThis can be avoided by carefully refraining from hitting the glassEven if Ms*** manufacturer’s warranty were still in effect, such an occurrence would be excluded as it would indicate that the instructions in the owner’s manual were not followedWe would also like to note that although Ms*** noted that her glass has been replaced several times, we have no repair records on file under the information she providedIf the glass is not replaced properly, it can also cause the shattering she is speaking ofAs far as the damage Ms*** mentioned in concerned, this would also have been excluded as a provision of the manufacturer’s warranty if this had occurred while the item was covered At this time, we are willing to offer to waive half of the cost it would take for us to replace the door if Sears performs the repairAs an alternative, we are willing to discount the purchase of a new range from Sears by 15% off of the lowest price as a courtesyThis would apply in addition to current sales prices, but not to floor model, previously used, refurbished, clearance, close out or outlet merchandiseShould Md*** wish to accept one of our offers, she may contact me via email at *** during business hours and I will make the necessary arrangementsWe want to stress that both of these offers have been made a gesture of appreciation for Ms*** patronage and not an obligation. In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** ***

July 28, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator repair First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. After reviewing Ms*** concerns, District Service Manager *** *** authorized a full refund of the repair. Accordingly, two refund requests were submitted for service orders *** and *** Ms*** should see credits for $and $post to her *** account ending in *** in the next seven to ten days. Additionally, the service unit has mailed Ms*** a $gift card for customer satisfaction. Unfortunately, we are unable to compensate her specifically for food loss or lost timeWith that said, since we have issued the aforementioned refunds and documented Ms*** concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because: I was on vacation since last week, and just came back this morningAs I complained in my case, I had a very bad experience, the store man, I forgot his name, was very unhelpful and impatient, I tell him I already paid the service fee on line, but he kept saying his computer showed it was not paid and kept tell me if I didn't paid he can release my key to let me leaveI asked him to call customer service to confirm, he respond he had no time to do thatThen I called the on line customer service, after a long waiting time, I talked to a customer service and she confirmed that I already pay the service fee online, I gave the phone to the store man, the on line customer rep confirmed with him that I already paid on line, after he hang up the phone, I asked him can I leave now, he said NO, I have to wait until his system showed that the service fee was paid, I asked him how long it gonna be, he said it maybe half hour or to hourAfter the bad experience, I found it hard to communicate to solve the problem if I didn't pay the service fee twice in storeThen I paid the service fee again, he even didn't give me a detail report of my service,I went to other sears auto store and other auto store to do wheel aligment before, there is always a detail report, and the technician always explain what happen to your car, but this sears auto store man didn't explain anything, and didn'g give me the detail report.
That is how your sears auto department person treat to your customer and I will never go to that storeI just back this morning, please let someone call me again, but if this store man call me to discuss the case, I dont think I would like to talk with the him and let someone else who respect thier customer to call and resolve the problem
Sincerely,
Tao ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left">
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to *** *** refrigerator were completed on April 7, The notes from the service call note that the technician installed a new compressor, drier assembly and an access valveOne the unit was tested it was found to be operating as expectedWithin her complaint *** *** noted that Sears website states that if you have problems then it is at the customer’s discretion whether or not to have it fixed or replacedAdditionally she states that they are not standing behind what they are publicizingWe feel it is important to clarify that *** *** refrigerator was covered by *** one year parts and labor warranty, which expired on July 10, The refrigerator is now only covered by *** sealed system warrantySears will abide by the terms of *** warranty and repair the refrigerator as neededThere is no replacement option noted in *** warrantySince we have noted the aforementioned repairs to *** *** refrigerator, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Complaint: ***
I am rejecting this response because:
I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears)The only correspondence I had with the sweeps dept was by emailNo other representatives would ever speak on the sweeps dept behalfI feel like this again is another way to subside my concernI personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly tooEven if it was a malfunction the company is not taking any of the consequences but instead the consumer isPoints were taken away and not even anything done as an apology/token of their mistake
Sincerely,
*** ***

March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her refrigerator As clarification, *** *** 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 madeFurthermore, our technician advised *** *** that the issue causing the problem could external; her floor, which did not appear to be levelThis may have been causing the door not to shut correctlyWhen 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 doneApparently, *** *** 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 readingRegardless, we have processed a replacement for the same item free of charge as *** *** was seekingWe want to make that *** *** bears in mind that should the issue reoccur, all possible avenues for repair will be explored prior to considering an exchangeThe floor level issue may also be revisited if it is felt this is still a factor as that would make the cause an external issueThe delivery of the new refrigerator is currently scheduled for March 23, If *** *** needs to change that date, she may contact our delivery department at *** *** Further details regarding the delivery process will be transmitted via email along with a copy of the receiptIn light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

August 16,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her contention that our trip/diagnostic fee should have been deducted from her total bill for repair
As clarification, while other service providers might have a policy like this, Sears does not nor have we had this practice for at least the last years if not longerWe are constantly revising our script however to prevent customers from interpreting that it will somehow be deducted since this is an expectation that many seem to haveThe script *** *** references says that the diagnostic fee will go towards the total bill and it does, it does not state it will be deducted and yet that is how she interprets “going towards”Unfortunately we did have a few people that were also similarly confused so based on that feedback we updated the script again approximately a month agoCurrently it reads:
“The diagnostic fee is the cost to have a tech come to your home and provide a repair estimateIf you decide to proceed with the repair, your total costs will include the diagnostic fee and labor, plus any parts and applicable sales taxIf you decline the repair, you will still be responsible for the diagnostic fee.”
We would note that we gave an estimate that included the total charges for labor and parts and it was a final amount with no discount promised, and this estimate was accepted by the person presentWe completed the work for the amount quoted and as such *** *** is really not entitled to any refundHowever, as a one-time courtesy our customer support group did provide her with a partial refund of $With that said, since we have explained that the other script did not state that someone would have their fee deducted from the total, and yet we did provide a partial refund as a customer satisfaction accommodation, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

January 11, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re* *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** * ** & *** * ** located at *** *** *** *** ** ***, Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller *** * ** issued a refund on December 27, 2016, under return receipt number *** In closure, since a refund has been provided and this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

October 3,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding receiving an incorrect dishwasher
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Store General Manager of unit# *** Mr*** called Ms*** and apologized for the inconveniences that she has enduredHe scheduled a pick up of the dishwasher per her request and credited her account on 9/21/in the amount of $under salescheck# *** That being said, because we have provided Ms*** with his requested resolution, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

January 26, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mixer We have spoken with Mr*** in regard to this issueHe returned the old mixer and he was provided with points sufficient to allow him to buy a comparable replacementAccordingly, we respectfully ask that this matter be considered closed. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
***
The first offer of $we consider an insult after waiting a year and a half and us continuing to make payments in spite of on going conditions, their next offer of $we did not accept either*** ***

August 2, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** complaint regarding her water softener Upon receiving *** *** complaint, we reviewed her extended coverage and the notes in our service system. Unfortunately, the Master Protection Agreement (MPA) that Ms*** carried on her water softener expired on May 15, 2016, nearly three months ago. Furthermore, the last repair on record was completed on March 23, 2015, over months agoThere is no record of Ms*** calling for service this year. Ms*** has been correctly informed that if she wishes to have her water softener serviced by a Sears technician, she will be responsible for the $diagnostic fee and any subsequent repair costs. We are unable to make any accommodations. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist