Sears Holdings Corporation

February 24, [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 multiple pending charges 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 letter His concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, refunds of $227.17, $215.81, and $were issued to Mr [redacted] credit account ending in *** Our records indicate that Mr [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr [redacted] will not see any further refunds directly from Sears for this order 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 no further resolution can be offered considering the aforementioned circumstances 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] ***

January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent order We believe if Ms [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discountsOur coupons also typically state that they may not be used during the Friends and Family sale periodMs [redacted] ’s purchase only equaled to $after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentionsWe were unable to find any record of the alleged promise made to issue Ms [redacted] a credit for $However, we have added $worth of points to her SYWR account as a courtesySince we have provided what we feel is a reasonable resolution given the circumstances, we respectfully ask that this matter be considered closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]

April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience As clarification, the terms of [redacted] contract states that we will make commercially reasonable efforts to expedite service if the contract holder’s health or safety is endangeredWe understand that [redacted] is not happy with the amount of time to complete the repairs for his commercial coin operated washerOur records show that [redacted] contacted Sears on April 4, 2016; our service tech went out on April 5, and ordered parts from the manufactureOur service tech arrived on April 19, at approx1:pm to install the parts; he found the parts in the laundry room of the 4-family rental propertyUnfortunately our service technician did not have the tools to complete the repairs that dayHe did make a call to the number on the service order; [redacted] to inform [redacted] of this but was not able to leave a message due to the voice mail being fullPer policy our service technician called his manager to inform him the service would not be completed that dayThe service was rescheduled for April 21, when our service technician completed the repairs We also understand that [redacted] is not happy that our supervisor would not continue a call once [redacted] indicated he was recording it [redacted] is correct that Sears records many of our calls; this is for training purposes onlySears does not allow recording of our agents for other than training purposes if it is found that a call is being recorded our agents have been instructed to request the recording be stoppedIf the customer refuses to do so we do inform the customer that we will end the call per policy We understand that [redacted] washer has been repairedOur records show that this is the second issue [redacted] has had with his [redacted] coin operated washer within the last eight months and each time [redacted] has not been satisfied with the length of time involved to complete repairsIf [redacted] experiences more issue with his washer in the next months we will be happy to buy out of the washer under the terms and conditions of his MPA since we cannot guarantee repair timesWe do not want [redacted] to feel that he is trapped into using Sears repair service if he is not satisfied with itSince it is our understanding that the washer has now been repaired and we have addressed his issues 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]

Sears has come out times and changed parts times but since the parts were ordered two at a time in two different visits they won't replace my washing machineSears has wasted more money on part orders and tech times then replacing the washing machine! I will NEVER buy a Sears product again and the customer service is terribleLast customer service rep I spoke with offer me a $certificate for detergent, I told her that I didn't need detergent that I needed them to replace my washing machine or pay for my water bill! We are a family of six and have been without a washing machine for a week and halfMy water bill came higher then usual because the six techs that came out never fixed the problem and the last tech that came yesterday 6/2/changed the parts didn't even do a test run and left without even talking to meSear used to be a great American store and it has gone down the toilet and so have their loyalty to their customersI bought all my appliance there I spent over 9k thousand dollars and for what?!! I can't get an $washing machine replace

September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] class="InsideAddress">Chicago, IL Re: # [redacted] – Sheri' [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding non-receipt of a refund for her cancelled layaway, and her request for service for two rockers she previously purchased It is unfortunate that we failed Ms [redacted] ’s expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, we have confirmed that Ms [redacted] paid $toward her layaway and after a $layaway fee and $cancellation fee were assessed, she was refunded $by check on August 29, Therefore, the amount of the refund is correct, but it would not yet have reached Ms [redacted] at the time she filed her complaint We ask our customers to allow up to business days for delivery by USPS mail, and Ms [redacted] filed her complaint approximately business days after the check was issued In reference to Ms [redacted] ’s dissatisfaction with Sears being unable to locate her purchase of two rockers she so that she can request warranty service, we feel it is important to clarify that while Sears does retain some records for merchandise that we service, such as appliances and lawn and garden equipment, it is ultimately a consumer’s responsibility to retain proof of purchase and warranty records for any item they purchase As such, while we do empathize with Ms [redacted] ’s situation, we can only suggest that she contact the manufacturer of her chairs or a local service provider for repair at her own expense if she is unable to locate her proof of purchase and warranty information for these items We hope that in the future Ms [redacted] will allow us an 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 possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and confirmed that the appropriate refund 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] Ext

March 4, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and failure to provide a refund for his tire It is unfortunate that we failed Mr [redacted] expectations when he recently requested assistance from our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that the issue Mr [redacted] experienced was due to our system allowing us to create a separate record for his vehicle under his son’s name This issue has been corrected and [redacted] ***, Manager for Sears Auto Center ***, has invited Mr [redacted] to return to receive a refund of $ Mr [redacted] is welcome to contact Mr [redacted] directly at ( [redacted] At his 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 an 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 the requested resolution has been proposed 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] ***

January 29, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We issued a full refund in separate credits of $10.80, $89.19, and $to her MasterCard ending in on December 25, 2015, January 2, 2016, and January 3, In addition, we placed a new order for Ms [redacted] to purchase the tool chest at the same price with an extra 10% off 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 Ms [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] ***

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com September 14, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Richard [redacted] ***# Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his Mother's recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Jason [redacted] , Auto Center Manager of store# 6620, who states the following: Mr [redacted] Mother was in to have her battery tested and we performed the performance snapshot as part of her serviceWe suggested the coolant exchange based on age of the vehicle and suggested a brake evaluation based on the fact there was a noise while pulling her car in for serviceA full brake evaluation was not performed on this vehicleThe question was asked as to what brakes would cost if we were to change them and the price of $was givenThe $estimate given to his Mother was the price for the battery, brakes and coolant exchangeAgain, a brake inspection was not performed so that price is not in stoneMr [redacted] did come in upset saying our brake prices are way too high and that he could get them done elsewhere at a lower price, and he is entitled to do soAll services that we performed that day were explained over the phone and authorizedI will not be offering any refund as I have already talked to Mr [redacted] and his request for refund was unreasonableThat being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

February 19, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL 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 KmartWe 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, we have confirmed that a refund of $was issued to his [redacted] ending in [redacted] on 1/23/ 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-Ext***

October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Monica [redacted] Dear Ms [redacted] , We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points We received an email correspondence from Ms [redacted] with a screenshot of the promo she viewed onlineWe forwarded this matter to management with the Shop Your Way Reward departmentOn October 13, 2016, we received a response advising that they show Ms [redacted] was awarded 42,for the purchaseTherefore, the SYWR department added the missing 10,pointsMs [redacted] has since used some points however her current balance is 40,points worth $Should Ms [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-In the interim, we have noted Ms***’ 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 18, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of the returned item It is unfortunate if we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After researching this matter, we found that Sears Online issue a refund on January 2, 2017, under return receipt [redacted] for $Should Ms [redacted] have any questions, she may email us directly at [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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

January 20, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to return the merchandise for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms [redacted] Before proceeding we want to ensure that Ms [redacted] still wishes to return the merchandiseMs [redacted] may contact me via email at [redacted] to confirm whether she would like to return the orderAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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

I strongly discourage using the Merchant sales part of Sears online!!! I waited a month for a comforter that I ordered through "ProSales" on the Sears websiteWhen I finally was able to track down the order, the customer service department told me that they had canceled my order because it was no longer available in the warehouseNeither Sears nor the merchant contacted me to advise me of this, and I never received my order

May 24, [redacted] Revdex.com class="InsideAddress" North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his grill Per Mr [redacted] request, we have sent a set of burners to his home free of chargeAccording to our tracking information, they were delivered on May 14, We sincerely apologize for any inconvenience Mr [redacted] may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPallotolo 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]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Colin B [redacted] # [redacted] Dear Ms [redacted] : We have not fully completed the investigation of Mr [redacted] complaint regarding Sears Garage SolutionsIkea Carter, Sears Garage Solutions, Quality Control Manager provided the following response: I have been in contact with Mr [redacted] regarding his concernsCurrently Mr [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next weeksI can be reached via email at Ikea[redacted] @searsservices.com or by calling [redacted] We will provide an additional update once we have received the documentation from Mr [redacted] 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of a recent purchase As clarification, [redacted] purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears cardOur website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offeringWhat [redacted] wants us to do is combine two different promotions from two separate store formats and we will not do thatWe would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from SearsIf an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the differenceTo claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receiptIf your purchase was made on Sears.com, please fill out a formYou will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itselfWe apologize if this was not explained to [redacted] While we certainly are willing to make sure our consumers get the best price possible, in reviewing [redacted] receipt, it seems he received the best possible priceIf we were to credit the $delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $He would not be entitled to the 15% discount and free delivery Since we are unable to grant [redacted] request, 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 Sears Holdings Corporation [redacted]

December 28, [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 recent online order experience and request to return the product for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online submitted a [redacted] Damage claim to research this matterMr [redacted] should receive a follow up within business hoursAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed pending [redacted] damage claim and return process 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] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears [redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs [redacted] recevied her her new [redacted] Elite refrigeratorAfter the exchange was completed I contacted and spoke with Mrs [redacted] who informed me that the exchange was taken care of and she was very happyI have provided a copy of the exchange sales check to the [redacted] for record keeping purposesIf I can be of any other assistance to Mrand Mrs [redacted] , I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mrand Mrs [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mrand Mrs [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 30, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator repair We sincerely apologize to Ms [redacted] that we failed her expectations in regard to the repair of her refrigeratorUpon receiving Ms [redacted] complaint, we contacted the Sears Home Warranty group for assistance [redacted] responded that the repair to Ms [redacted] refrigerator was completed by an authorized service provider Additionally, in accordance with Ms [redacted] request, refund of her $service fee has been processed; Ms [redacted] should receive a check in the next two weeks With that said, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMelissa was extremely helpful in finally resolving our problem and John, the repairman, was very competent and worked hard to repair the refrigerator That having been said, Sears has a very flawed system for honoring their warranties It was not until I filed this complaint that I got any serious assistance from them I was without a refrigerator for MONTHS! I expect to receive a check for the food that I lost when the refrigerator stopped working because I filed a claim for that; but I have no idea how much money I spent on eating out or on food that I threw away after the fact because I couldn't keep it cold after using it in a recipe or leftovers that I had to throw out I also have no real way of calculating what, if any, I spent in electricity to have my refrigerator running 24/and not cooling for weeks in between the 2nd and 3rd repair visits As for my time, I certainly know what I make an hour and Sears would owe me close to $for the upwards of calls to the customer service number and the time that I spent waiting for repairmen during what should have been productive work hours The customer service subcontractor is the fatal flow The telephone number gets you to a is a call center in the Philippines Each time I called, I was told that they understood my frustration (which only made it worse) and was not assisted in any substantial way On the third visit by a repairman, after which I still did not have a working refrigerator, I asked for a local telephone number that I could call and he refused to give it I gave him my telephone number and asked him to have his supervisor call me - I never got a call As a customer, I was insulted by the treatment that I received across the board before filing this complaint I genuinely feel that Sears did not value me as a customer and did everything it could to avoid honoring their warranty My next move was going to be to call a consumer action reporter from my local TV station and ask him to do a story on this All of my appliances were purchased at Sears and I have warranties on all of them I refuse to get caught up in this ridiculous cycle again The next time I run into this problem, I will give Sears one chance to help me and then I will call the reporter I would not recommend Sears warranties to anyone Sincerely, [redacted] ***