Sears Holdings Corporation

September 1, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Linda K [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s...

complaint regarding her dissatisfaction with the multiple service attempts on her washer.
Upon receipt of Ms. [redacted]’s complaint we reached out to our service unit to assist with Ms. [redacted]’s concern. The service order dated August 18, 2016 was not updated due to a system failure. The technician confirmed that he was unable to repair the washer. Ms. [redacted] was approved for a warranty replacement on the washer. Ms. [redacted] confirmed that the she has received the replacement washer. Ms. [redacted] also mentioned that the rug that was in her laundry room was missing after the last repair. I offered her $20 worth of Shop Your Way Rewards points so that she can use towards the purchase of a new rug. She accepted the offer and the points were added on September 1, 2016. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

March 8, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for her cancelled layaway.   It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value [redacted] patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Our records indicate that [redacted] District Manager for Sears Hometown Store [redacted], spoke with [redacted] in reference to her concerns.  Additionally, he processed a new check for [redacted] refund on February 23, 2016.  The check is expected to arrive at the address [redacted] provided within fifteen business days, and [redacted] is welcome to contact her local Sears Hometown Store directly if she has any questions about her refund.  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 another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

December 27, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]     Dear Ms[redacted]   We have completed the investigation of Mr. [redacted] complaint regarding a coupon he received and his inability to apply it to an item he wished to purchase.     Unfortunately, we cannot proceed with an investigation of this issue without further information. We have emailed Mr. [redacted] asking for a picture of the coupon and the terms since he noted he had them, but there was no reply. Once we receive those documents, we will comment further.   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]

January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...

dissatisfaction that we will not honor the $5.00 price protection discount she alleges was promised on her online order. As clarification, Sears does have a Price Protection Policy that states “If an item you have purchased from Sears goes on sale for a lower price within 7 days of your purchase, Sears will refund the difference.” According to our records Ms. [redacted] placed her online order on November 19, 2015 and contacted our online customer service on December 13, 2015 to request a discount because the price of the item had reduced. Ms. [redacted] was informed that she did not qualify for the Price Protection refund and her request was denied. Ms. [redacted] contacted us again on December 18, 2015 to check the status of the refund and was informed that her request had been denied. The associate reviewed the previous Chat note and noted that there was no documentation that Ms. [redacted] had been offered the $5.00 refund or a coupon. The online associate reached out to management for approval for the non-qualifying discount, and it was approved. However, the chat was disconnected and the associate was unable to complete the process. As a good-will gesture, on January 14, 2016 we issued Ms. [redacted] 5000 Shop Your Way Reward Points to her account; equivalent to $5.00. With that being said, since we have provided Ms. [redacted] with her requested resolution, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have  chance to actually use it. I am remolding my home and bought the items ahead of time to be in place when needed. This makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed  due to poor service and selling products that are no good that observation speaks volume about this company practice. I do not consider this matter as complete as the repair has not been done. Again crazy that spent hundreds of dollars for a range that do  not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not working. Sears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customers. Now I am being inconvient thru sears negligence. This matter should  not be closed as products is stilll not working. I have forward my compliant via other consumers avenues. I should also receive a 100 dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over 500 dollars for this product.
[redacted]

I went into Sears Auto Center with a [redacted] for a conventional oil change. Upon arrival, I looked around for someone to assist me. A man came to me, his name was George and informed him I was there with a [redacted] for a conventional oil change for my car. He took a look at my car and told me I couldn't use conventional oil for it. I drive a 2013 Mazda 3, I know synthetic oil is better but it is also more expensive. I told him I would be happy with a synthetic blend. After a few minutes he called me over to go over my services. In the [redacted] description, it disclosed that the oil change priced at 39$ for me a 69$ value would include a specific amount of oil, new filter, inspection, tire rotation and tire pressure check/fill. He then started to argue with me about the tire rotation, which he was trying to charge me for. So I pulled up the [redacted] and showed him how it was to be included as a complimentary service. he agreed and then challened me on whether I needed the rotation or not. I told him I trust his opinion and he is the expert and I asked him if it looked like I needed one. He was very rude and unprofessional stating that since I had never been there before there is no way for him to know. (After doing research I found there is a way to tell, you can look at the tires, it's very simple) This is also not my first oil change, and certainly not my first [redacted] deal, so when he claimed to have trouble with my voucher number I knew something was off. He stated that the number was coming up as invalid and he would give me a 20$ discount for the service, I asked him what it would bring the price down to and he replied 50$. I told him no than you, and I called [redacted] to help assist and verify the number. He then magically was able to input the number with no trouble. The [redacted] also discloses that there is a fee for tax and labor of 4$ in addition to what I paid for the [redacted]. So when George told me that I owed 30$ I was very confused. I went over the details of my [redacted] and informed him that [redacted] is full disclosure. I asked him what he was charging me for. I looked at the service write up and he was clearly charging me for services that were included with the [redacted] price. He was treating my [redacted] as if the deal were expired and only the value was retained. As some sort of gift card. He kept asking me how much I paid for the [redacted], so I gave him the value of the [redacted], because I noticed he was trying to upcharge me what the service is worth 69$, even though my [redacted] was 39$ for a 69$ service. I also found that he was the manager at that! I've dealth with a lot in terms of auto shops and upcharges and hidden fees, but this was a [redacted] deal, and he wasn't honoring it. I googled the place, which I should have done before purchasing the [redacted], and it has terrible reviews. I asked them to take my car down immediately and I returned my [redacted]s. This was the worst experience. I would rather just stick with [redacted], they are kind and courteous, and their 4$ tax and labor fee is diclosed and they also don't try to upcharge you the services worth when you go in with a [redacted] deal.

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 me. I have received an e-mail from Sears informing me that they will provide me with return shipping label. I do not have original box for the chairs as they fell apart when opening the box originally. I will provide a sturdy box for shipping. I do wan to note that these chairs were not exposed to any harsh weather at all- one night light showers- that's all it took for paint to bubble and peel off. sears site still sells these chairs with same "complaints" in reviews. thank you for your assistance in this matter.
I will be satisfied as long as I will get full refund for these chairs after I have shipped them back. 
Sincerely, 
[redacted]

June 29, 2016
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Service Order #: [redacted] [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website
Dear Ms....

[redacted] Thank you for allowing our office to assist you with the concerns you recently brought to our attention. This letter serves as a follow up to my attempts to reach Ms. [redacted] on 06/14/2016, 06/15/2016, 06/17/2016 and 06/27/2016. On behalf of Sears please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced.
Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I have notified the Product Repair Service (PRS) Department about the customer’s complaint. This would not be the normal process for our technicians. Per Sears’ policy, the matter has been reviewed and addressed by the appropriate management.
According to the district tech manager, the original call was set up as an $89.99 collect preventive maintenance check, and it said nothing on it about having cooling issues. The technician serviced the unit and told Ms. [redacted] that the Freon charge and everything else seemed fine so he didn’t add any Freon, nor did he charge for anything other than the $89.99. The 2nd work order that was created said nothing about not sending the same tech back, so because of the location, the tech was the one dispatched again. He showed up because it was his 1st call, and she told him when he got there that she had already canceled and asked him to leave, which he did. The manager also attempted to contact Ms. [redacted] and was unable to reach her. He would like to send a different tech out at no charge to analyze the situation and determine what we can do for her. She can contact the manager at [redacted] to make arrangement.
Sears cannot keep the file opened for an indefinite period of time. We will be closing it if we do not hear from Ms. [redacted] in the next few days. If you have any further questions or concerns regarding this matter, please contact me at 1-[redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail

March 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]   [redacted]
Thank you for your letter regarding the concerns of [redacted] of [redacted] Missouri in connection with cancelled promotions launched by the Shop Your Way (“SYW”) membership rewards program run by Sears. Above all else, Sears values its customer relationships, and we strive to maintain high levels of customer satisfaction.  In the case of the promotions at issue, our computer systems’ technical problems interfered with meeting that goal, and for that, on behalf of Sears, I apologize. Specifically, a group of related online promotions were launched by Sears on Monday, February 22, 2016.  About 19 hours into the promotions, a computer glitch occurred on our end.  The promotions were designed in such a way that if an individual SYW member responded to all of them and then received the maximum value from each, the largest number of SYW member points received would have been $16.  Instead, our computer erroneously took single responses and automatically duplicated them in our system, mistakenly providing thousands of points to a number of SYW members. Sears discovered the problem soon after it arose and immediately discontinued all of the promotions.  In the following days, we assessed which SYW points were correctly provided to members, compared to those that were automatically issued by our computer system by mistake.  We then adjusted the points balances in the affected SYW members’ accounts accordingly.  To the extent customers contacted us with questions, we explained our error and how we arrived at the correct number of points, if any, to be credited to their accounts.  When [redacted] contacted us, we engaged with her via phone calls and email, all with the goal of being transparent about our mistake and our remedial actions.  As well, I would direct you to the relevant portions of the rules relating to the promotions, to which players agree in order to enter: << Sponsor reserves the right to cancel, suspend and/or modify the Game, or any part of it, if any fraud, technical failures or any other factor beyond Sponsor’s reasonable control impairs the integrity or proper functioning of the Game, as determined by Sponsor in its sole discretion.  Sponsor reserves the right, in its sole discretion, to disqualify any individual it finds to be tampering with the entry process or the operation of the Game or to be acting in violation of the Official Rules of this or any other promotion or in an unsportsmanlike or disruptive manner. >> On behalf of Sears, I apologize that our mistake has taken up your time and has inconvenienced [redacted]  I remain available to respond to any further questions or concerns you may have.  In the meantime, by copy of this letter to Ms. Frank, we invite her to contact us directly should she have continuing unaddressed inquiries regarding the cancelled February 22nd promotions. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Revdex.com:
I have been in contact with sears and a satisfying agreement was come to. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jonathan [redacted]

This is the worst company I have ever had to deal with. I called Sears Home Services repair to fix my refrigerator. They sent out [redacted] services to fix my issue. The technician came out and told me what was wrong and I spent $650 upfront to order the parts and had to wait another 2 weeks for them to come out to fix it. Less than 2 months after this costly repair it is broken again. I called Sears back to have them come out and fix the issue again. However, this time the technician just refused to come to my house. I waited for 3 different appointments for the full 4 hour window and they never showed up. I will never use this company again or buy anything from Sears again. I've had enough of my time and money wasted on this worthless company for a lifetime. I will warn everyone I know to never use this company!!!

On January 15, 2016, our home warranty services scheduled an appointment with Sears Home Services to come out and look at our dishwasher between 7 and 11 AM. The service technician arrived and stated we would need a few parts and that they would be shipped to our house within a couple of days. At that time, an appointment was scheduled for the following Friday, January 22, 2016 arrival time between Noon and 4pm and we would receive a call prior to the technician’s arrival. On January 21, 2016, I received a phone call verifying the appointment on 1/22/16 and the time of Noon to 4PM. At 3:57PM on January 22, I called [redacted] to get an estimated time of arrival, which stated Noon to 4pm. At 4:57PM, I called again and the arrival time had been changed to 5 to 6PM. At 6:10PM, I called the customer service number and the arrival time had been changed again and the technician should arrive by 7:30PM at which time I spoke to someone in customer service and they verified that the tech would be there by 7:30PM. At 7:27PM, I called the 800 number again and the time still stated that the arrival time would be by 7:30PM, again I spoke with customer service and this phone call lasted 24 minutes. During this phone call, it was stated to me that the technician was done for the day and had gone home. At no point in time did I receive a call from Sears Home Services nor the technician stating that the time was pushed back or that the tech would just stop working for the day. I spoke with a manager who simply stated sorry there was nothing they would be able to do and the next appointment available was on February 1, 2016 from 7 to 11AM but there would be a note made that if an appointment were to open up we would be called. I asked if a technician could come out on Saturday, the next day, and that wasn’t possible. On Saturday, my husband called to try and rectify this situation and to get someone out sooner than February 1st which would be another nine days. Again we called the 800 number and spoke with Keihl, requesting to speak with a supervisor. Suzy (#[redacted]) was the supervisor who took the call stated the she was not able to do anything about getting someone out to our house and that we would need to keep the appointment. At that time we requested to speak with someone higher than Suzy and she stated that there was no one that we could talk to. We called 800-549-4505; Virgil was the customer service rep we spoke to first, stating our issue and again requesting to speak with a supervisor. We were connected to Cindy (#[redacted]) and she tried to contact dispatch with no luck and stated that she was the only person we could talk to at that time about the issue. The next number we called was 866-349-4358 and were connected with Vaughn, who was extremely helpful and tried everything in his power to connect us with someone whom he thought we be able to rectify the issue. At this time were put in contact with Vanessa, a case manager, who made another phone call to dispatch explaining the situation, which she informed us that dispatch was unable to help. Vanessa offered options to make this situation better and was able to get a different appointment time for January 29, 2016 between 7 and 11AM and apologized that she wasn’t able to help further. I will be glad when the parts get placed into my dishwasher and I dont have to deal with Sears Home Services anymore.

Initial Business Response /* (1000, 6, 2015/08/19) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] complaint regarding...

Sears Home Services and repairs to his freezer.
Sears Home Services records indicate that repairs to Mr.[redacted] freezer were completed on August 18, 2015. During the service call the technician assigned to the show indicated that he installed a new door gasket on the freezer door. Within his complaint Mr. [redacted] asks to have his freezer replaced. We feel it is important to note that the freezer is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item will be repaired until a time in which it is deemed unable to be repaired. Since the freezer was able to be repaired, replacement is not an option at this time. Since we have clarified the terms and conditions of the RPA, we ask that this complaint be 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611

align="left">    Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr[redacted] complaint regarding Sears Auto Center. [redacted] Sears Auto Center, District Service Manager provided the following response:   We would like to reimburse Mr. [redacted] for the parts noted in his complaint. I ask that this letter be Sears Auto Center’s written request to have Mr. [redacted] contact me at [redacted] so I can arrange for the aforementioned reimbursement. Since we have noted our intent to reimburse Mr. [redacted] for the parts noted in his complaint, we ask that this complaint be 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

December 14, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       Ernie [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding the charge for a recent service call on his washer and his request for a refund.   At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00.   The call taker explained that regardless of whether the repair estimate is accepted, a fee is due. While Mr. [redacted] stated in his complaint that a diagnosis was not provided, the notes in his service order indicate that the technician found that the rotor assembly needed to be replaced.  Furthermore, there are no notes indicating that the technician consulted with our Technical Assistance Center which would normally have occurred if the technician was having a problem diagnosing the appliance.   Although Mr. [redacted] is not entitled to any refund, as he was apprised that the diagnosis (trip charge) is non-refundable, as a one-time courtesy, we have processed a refund in the amount of $50.83, which is 50% of what was paid. The credit was requested on December 14, 2016, so Mr. [redacted] can expect to see it post to his MasterCard account ending in 1202 in approximately five to seven business days from this date.   With that said, since we are providing Mr. [redacted] with a fair resolution, we ask to have this matter closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely, Melissa [redacted] Regulatory Complaints Specialist

June 21, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint...

regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] purchased the clothing on April 28, 2016, and then attempted to return it on June 9, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
September 30, 2015
Nita...

[redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94570474 - Jiping [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his recent Third Party Marketplace online order.
After researching the complaint filed, we found that Mr. [redacted] had placed an order with [redacted] Photo, 1[redacted]. Brooklyn NY 11206, phone [redacted], email info@[redacted].com. Unfortunately, the initial refund gift card was not received. Therefore, a replacement gift card of $430.00 was processed on September 17, 2015. According to the UPS tracking number 1Z5076E10345809798 the gift card was delivered on September 22, 2015. We apologize for the delay Mr. [redacted] experience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should Mr. [redacted] have any further questions regarding the refund of his gift card, then he may contact Sears Online directly at (800) [redacted] In the interim, we have noted Mr. [redacted]'s 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

June 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted]6 - Donald [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...

regarding his dissatisfaction with the delay of the installation of his dishwasher.
It is unfortunate that we failed to meet Mr. [redacted]'s expectations when we recently scheduled a dishwasher installation. We value Mr. [redacted]'s patronage and can understand his frustration when the installer did not show for the scheduled appointment. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted]'s complaint we reached out to Paul [redacted], CSR II for Installation Resolutions, to assist with Mr. [redacted]'s concerns. Mr. [redacted] was able to reassign the dishwasher installation to an alternate firm to accommodate installation for June 16, 2015. According to the installation contractor notes, he was not able to complete the installation because the home was not up to code due to a flooring issue. Mr. [redacted] was informed of the issue and he can contact his case manager Matilda [redacted] at (512) [redacted] or matilda.[redacted]@searshc.com within 30 days to arrange the installation service or to cancel the installation order entirely. With 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. Since we have addressed the concerns brought forth in Mr. [redacted]'s complaint and we have a provided a direct contact to arrange the installation of his dishwasher, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com

November 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11817002 – Ahmad R [redacted] Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding...

his dissatisfaction with the quality of the outdoor grill and his request for an exchange.
We apologize that Mr. [redacted] outdoor grill failed to meet his expectations and that shelves are starting to rust. Sears does have a 30-day Satisfaction Guarantee period whereas a product can be exchanged. Since Mr. [redacted] outdoor grill was delivered on September 14, 2016, he is clearly over the 30 day exchange period. However, after the 30-day period, the outdoor grill is covered by the manufacturer’s two-year warranty. We reviewed the warranty as listed in the manual and it states, “All warranty coverage excludes… discoloration or surface rusting, which are either expendable parts that can wear out from normal use within the warranty period, or are conditions that can be a result of normal use, accident or improper maintenance.” It further states, “the named parts will be replaced free of charge if it rust through or burns through. After the second year from the date of sale you are responsible for the labor cost…Heat Diffuser- 2 years, Cooking Grates – 3 years, Burners – 15 years, Firebox Cast Aluminum Sidewalls or Lid Porcelain Coated Shroud – 25 years.”
As for as Mr. [redacted] request for an exchange is concern, we did not find this was warranted, particularly since the rust on the shelves is not covered by the manufacturer’s warranty. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

September 21, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: [redacted]7 – Robert [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and his request for a refund of the cancelled order.   We would first like to apologize for any inconvenience Mr. [redacted] experienced with this matter. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  After researching this further, we found that while the refund was processed the points had not bridged over to the account. We contacted the Shop Your Way Rewards team and they were able to return the points of 11,190 back to Mr. [redacted]’s account on September 19, 2016. Additionally, 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 upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation