Sears Holdings Corporation

February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent purchase We apologize for the inconvenience, but our carrier cannot pickup partially assembled furniture of this typeWe do want to note that the description says “solid wood, wood veneer and metal.” This means that the item is not entirely composed of solid wood; a portion would be wood veneer and metal as wellAs a customer courtesy, we offered to provide [redacted] with a credit for $and he may keep the item do what he wishes with it [redacted] may respond to my most recent email if he wishes to accept our offer In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 [redacted]

February 11, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] 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 Additionally, on February 4, 2016, we issued a refund of $and offered a $gift card to him for the difference of $the refund amount did not provide MrMiller accepted this offer and indicated that it met with his approval At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted] ***

We bought a warranty for a grill that we spent almost $including accessories and warrantyModel number This was a so called STAINLESS STEEL grillThe associate said that all was coveredWe told him of grills rusting on us and he said it was covered, due to the fact that it was STAINLESS STEELHe said that parts could be sent to us if the fix was easy or that a repair person would fix whatever needed to get fixedWe called and a service repair man came, took pictures sent them to the warranty company and was deniedWe went to the Sears store where we bought the grill and the associate agreed that it should be coveredThe person in charge of that department called and spoke with the warranty company and he told them that this was not right what they were denying our claimThe items to fix the grill would be over $to $in parts not including laborHe recommended that they give us a gift card to cover the cost of the grill and get a new one from theirAll of a sudden the warranty company said that the claim was not rejected that it was still openI knew then that we were being playedThe repairman said that the sales people and the warranty company each have their own set of instructions on how the warranty worksI find it that the warranty company are thievesI just want the grill fixed! We need a new oven that goes on the side, grates, heat shields, temp gauge, the hood of the grill, and so onI find that we were taken advantage of

February 24, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with Sears’ online process and non-receipt of a refund for her cancelled order We would first like to apologize for any inconvenience Ms [redacted] experienced with this orderAfter researching the notes we found that the order was cancelled and Ms [redacted] was never charged for the dishwasherHowever, Sears Online has offered to honor the same price of the dishwasher in addition to a 10% discount as a gesture of goodwillIf Ms [redacted] decides to accept this offer then she may reference her original order number [redacted] so that the price adjustment and discount can be appliedIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We have spoken with [redacted] in regard to this issueUnfortunately, it seems there was an inventory errorWe do not have a process in place to transfer such merchandise cross countryHowever, were able to arrange for the totes to be shipped from another location in this case as a courtesyIn 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.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceledI asked for reimbursement for my time, which was several hours, and troubleThey have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that! Their response is the cents they screwed up onHow is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by themI am thoroughly disgusted by this non-response Sincerely, Timothy [redacted]

We have always purchased our major appliances from Sears After our most recent purchase, I don't plan on shopping at Sears for anything, including the tools, saws, etcthat we usually get for our small business, ever again months ago, we purchased a new washer and dryer After months, the dryer stopped working Technicians have been out here times now and it has been about weeks since they started coming and it still does not work At this point, I have requested a new dryer only to be told that there haven't been enough repairs made to deem that necessary They have also spent about the same amount in repairs as I paid for the dryer, only to tell me that they are going to try to replace the computer for a second time (even though that didn't fix it the first time around) which will run another $according to the estimate I was given, as well as cost me another week and a half without a dryer for them to reschedule I have been jerked around and lied to about them sending a technician back out the same day and then he never showed and I never received a phone call, meanwhile wasting my day sitting and waiting for a repair guy I have been told different things by different people prompting me to call the corporate office after the 5th visit with no satisfaction I was told that they would put in for a replacement and that I should hear back within days When I didn't hear back, I called only to be told that the first guy hadn't followed procedure and that they wouldn't be requesting a replacement I requested that they, at the very least, overnight the part to expedite this only to be told that they will not do that After being absolutely disgusted, I went off about being without a dryer for over weeks and that it was ridiculous to make me wait another week and a half for them to return I was told that if they squeezed me in, that wouldn't be fair to other customers I asked how many had been dealing without their appliance for over a month and was actually told, "Probably a lot." Are you kidding me! Do yourself a favor, if you plan on purchasing any major appliances, don't go to Sears Save yourself a lot of time and trouble

April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he saw for sale at his local store Store Manager [redacted] provided the following response: Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $rather than $We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issueThat said, we have issued $worth of points to [redacted] Shop Your Way Rewards account as a courtesyShould he have he have any further concerns, I ( [redacted] may be reached during business hours at [redacted] 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 Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

I received multiple confirmations from Sears about delivery of a box spring and bed frame via email, voice mail, and text---including on the day of supposed delivery! I took the time off from work, and waited and waited Finally, I called, only to be told that the items weren't in the warehouse and delivery was being rescheduled for Saturday But I never received any notice, via any media I live in a hi-rise, and Saturday deliveries are not possible I refuse to take off more time from work to be disappointed by the lies and awful delivery service from Sears There are many other vendors of the same items; I cancelled the order and asked for an immediate refund I just want others to be aware of how Sears does business and to avoid them if possible

I am writing to say that Sears has awful customer service! I needed to have my washer repaired, I called on a monday and was told someone would come to my house on wednesday between 1-5pm NO SHOW! I called X-XXX-XXX-XXXX and was told there was no record of my scheduled appointment I had to schedule another appointment, for a week later, between 10-2pm Finally showed at 245pm I called customer service and was told they could not do anything about the situation except cancel my current appointment Asked to speak to a supervisor, waited for minutes and I finally hung up the phone Called back and expressed my frustration and my desire to speak to the supervisor, only to have him, the customer service agent hang up on me SO FRUSTRATING!! Wasted hours waiting for a technician, Twice!!! Wasted nearly an hour on the phone trying to get someone to help me, with no solution nor help given Sears is no longer the company it once was I will NEVER purchase appliances and especially a warranty from this awful company!!!!!!

I ordered a [redacted] twin over full bunk bed 12/expecting to receive it in time for Christmas I was given a toddler bed at the Sears onsite delivery place on 12/ Customer service advised me to take the wrong order and pay $to ship it back and they would give me a $credit I returned it in the store while I was there and extremely livid with the lack of concern for the error I was informed that they have no control over the warehouse and that the item was out of stock, therefore, they wrong item was probably sent instead Worst experience! I will tell everyone I know about the poor service! Now I have to wait 7-days for refund and I don't have my big Christmas gift for my kids I wasn't even offered another comparable bed or better

April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his missing refund Director of Sales & Operations, [redacted] provided the following response: I have spoken with [redacted] and he has confirmed that at this point in time, he is only seeking a refund for his microwave A check for that microwave is forthcoming and I have informed [redacted] that it may take a little longer than usual since the store has closed, but it will be sentShould [redacted] have any further questions or concerns, I ( [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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

August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Jaclyn St [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problems she encountered when she attempted to return a pair of shoes that was ordered online As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders We apologize if our store associate did not inform Ms [redacted] that he was ordering the pair of shoes for Ms [redacted] through a MarketPlace vendor and not from SearsStore Manager Kim [redacted] contacted Ms [redacted] and offered to personally assist her with the return of the shoesMs [redacted] accepted her offer and agreed to return to the store to complete the processMs [redacted] confirmed that she has addressed the issue with the store team as wellSince we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] M [redacted] Dear Ms [redacted] : We are currently working with Ms [redacted] regarding her service experience and the information she received regarding the first days coverage under the Sears Appliance Warranty We are waiting information from Ms [redacted] She has been provided with my directly contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] class="InsideAddress"> Dear [redacted] We have completed our investigation of [redacted] complaint on her gas [redacted] dryer Upon receipt of [redacted] complaint we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leakingWhen our service unit was able to make contact with [redacted] she stated that she no longer had the DryerSince [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer As for [redacted] complaint regarding charges for the serviceOur records show that when [redacted] called for service on June 15, she purchased a Service Smart Agreement for $This is a service agreement that is available to our out of warranty customersService was completed on June 21, [redacted] then called on June 24, and cancelled the Service Smart Agreement and received a refund of $which is the amount left over after the trip fee of $Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is providedSince [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and 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 [redacted]

December 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement Upon receipt of Mr [redacted] complaint, we researched the protection agreement and service order history related to the washerAccording to our records, the protection agreement on washer was renewed on October 16, 2013, with the expiration date set for October 16, On October 19, we received a call to schedule service for the washer; there is no recorded history indicating that Ms [redacted] called on October 13, As clarification, when service is scheduled via phone or online, it is date stampedWe would also like to note that if the call had been made on October 13, the scheduling system would have automatically scheduled a warranty service regardless of the appointment dateAfter a manufacturer’s warranty or a protection agreement expires, the scheduling system automatically sets service as a cash call At the time service was scheduled, Ms [redacted] was informed that the washer had no coverage, and service would be considered a cash callMs [redacted] agreed and service was scheduled for October 26, Our technician provided an estimate for the repair and it was approved and the repair was completedSince the request for service was made after the protection agreement had expired, the charges that Mr [redacted] incurred for the repair of the washer are correctWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I have gotten a Kmart Lease for a [redacted] vacuum and a dresser that totaled to $It was not explained to me how the Lease workedIt was my fault not for askingWell, I ended up paying almost $out of automatic deduction until I decided to check on my auto payments through the Why Not Lease websiteWhen I called I spoke with an Associate and he explained that I was suppose to call in at a certain point and time for a buy out amount but if I wanted to he told me that there would be another $then I would own the itemsSo I asked then I would own it and he said yesI figured OK why not I paid alot alreadyWhen I checked on my lease again they had me scheduled for payment until which will put me at paying $till thenI called them back and they told me I could return my products if I wanted to or pay the $all at once to buy it outJust be aware of this and make sure you UNDERSTAND HOW THIS LEASE WORKS!!!! BEWARE OF BUY OUT DATE AND AMOUNTS!!! I AM STILL WAITING FOR THEM TO COME AND PICK UP MY ITEMS FOR RECOVERY

September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] –James [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a recent order According to the LADWP website, this item does qualify by meeting their Energy Star CriteriaAny rebate would be fulfilled through LADWP and Mr [redacted] would need to contact them regarding any further compensation he may feel he is dueAs it stands, we provided Mr [redacted] with a credit for the amount of the rebate on August 24, as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com

April 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services on a water heater We would first like to clarify that the bill in question is not from a service from 2013; instead it is from a service call visit on August 31, 2015, completed on September 1, At that time the technician installed a part valued at $and collected just the labor of $When the technician closed out the ticket, he showed the labor collected, but he did not transfer the cost of the part to the manufacturerThis meant that when the call was audited at a later time, it appeared that [redacted] owed for the cost of the part when in fact she has a year exceptional parts warranty on her water heater that covers both the tank and any parts for years, but does not cover labor costsWe contacted our billing department and her account has now been updated to reflect that no monies are dueWe would also note that our collection division does not report to any of the three major credit reporting agencies, so this bill would not have had any effect on [redacted] credit reportWith that said, since she should not receive any correspondence related to this debt dated after today, and if she does she is welcome to contact me via email or phone for further assistance, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/09/10) */ Contact Name and Title: [redacted] September 10, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services Mr[redacted] mentions that A&E Factory Service repaired his refrigerator, but our records show that the repair was completed through Sears Home ServicesIt is possible that an A&E Factory Service technician assisted with the repair since A&E Factory Service is owned by SearsRegardless, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr[redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be averted On September 9, 2015, the technician returned to Mr[redacted] home to re-examine his refrigeratorThe technician checked the temperatures in the refrigerator and freezer sections and found them to be within the manufacturer's specificationsHe also ran diagnostics on the unit, but found no issuesWith that said, since we have confirmed that Mr[redacted] refrigerator is operating properly, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tech did return (3rd time)upon opening the door the refrig lost degrees and again took almost three days to cool downSecond and most importantThe tech stated that there may be a blockage in a valve causing the problem, yet did nothing to address any issuesHe was told upon leaving last time that this was not in our opinion operations, taking days to cool downAlso, I spoke to a sears complaint rep, and she stated very clearly there was nothing they could do, so I am not sure why the repair tech even returned the 3rd timeBeing that the tech mentioned, on two visits about these or this (valve) I am still confused why he did not investigate the issue Final Business Response / [redacted] (4000, 14, 2015/09/22) */ Contact Name and Title: [redacted] September 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] rebuttal to our previous response Sears Home Services did not find any issues with Mr[redacted] refrigerator during the last appointment completed on September 9, However, since Mr[redacted] feels that there is still an issue with his refrigerator and is dissatisfied with Sears Home Services, we suggest that he contact his service warrantor, American Home Shield, and request that a different service provider examine his refrigeratorWith that said, since we have documented Mr[redacted] remaining concerns and reiterated that the last technician found that the refrigerator was operating properly; we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist