Sears Holdings Corporation

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of  Mr[redacted] complaint regarding a purchase made online at [redacted] manager of the Grand Junction Sears Outlet provided the following response: The ovens noted in Mr[redacted] complaint were purchased online and per the order, the ovens were to be picked up from the store. When I spoke with Mr. [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problem. I did explain to Mr. ** that I would try to locate shipping for him and I sent him several options. Mr. ** was very unhappy because of the prices to have the ovens shipped to his home. Mr. ** agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door. [redacted] informed Mr. ** that the additional services requested will cost more money, and he was not interested in paying anything additional. That said, the order has been canceled and Mr. ** has been fully refunded. Since we have noted our response to Mr[redacted] complaint, we ask that this complaint be 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

August 22, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: William L. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the service he recently scheduled for his cooktop. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   Upon receiving Mr. [redacted]’s complaint, we reviewed the service order for his cooktop.  Due to issues with scheduling, we will refund Mr. [redacted] the $75.00 service fee he paid. Accordingly, on August 22, 2016, a credit request was submitted; Mr. [redacted] should see the refund post to his Visa account ending in 0703 in the next five to seven business days.  With that said, since we have documented Mr. [redacted]’s concerns and provided the aforementioned remuneration, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

May 16, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 Re[redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase in the replacement amount. Upon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $730.00 as a courtesy.  Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount.  Below is an excerpt from the MPA pertaining to replacements: COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product. We will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturer. You will have up to ninety (90) days from the date of authorization to complete the replacement process. The Non-Repairable Covered Product must be returned in order to receive your replacement product. Any coverage remaining under the term of this Agreement will be transferred to the new replacement product. Replacement products may be new or refurbished to meet the manufacturer’s specifications of the original product. If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverage. There may be additional replacement benefits and limitations depending on your type of Protection Plan. Please refer to the section of this Agreement that is applicable to your type of Plan. We will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available. If Mr. and Mrs. [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $113.83.  They can call ([redacted] to cancel the authorization and request a refund of the agreement. However, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them.   Mr. and Mrs. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization.  The new television will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, commensurate to the terms of their MPA, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.  Sincerely, [redacted] Regulatory Complaints Specialist

September 13, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Edward H. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’ complaint regarding his dissatisfaction with his local Sears Optical location.   We are in receipt of Mr. [redacted]’ complaint filed with your office. Luxottica Retail’s vision is to provide legendary service. We are sorry that Mr. [redacted] feels that we fell short of our goal and is dissatisfied with the Sears Optical at The Avenues in Jacksonville, FL.   Erica [redacted], Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Mr. [redacted]’ complaint, has provided the following response, and we have included it in its entirety below:   Mr. [redacted] states that he received poor customer service when he went to Sears Optical for a refund.   We apologize for any frustration that Mr. [redacted] may have experienced with this situation. Feedback from our customers is appreciated.   Manager Chandra explained that Rebecca [redacted] came into the optical center on September 5, 2016, to request a refund.  Unfortunately, due to the holiday, there was only one sales associate on duty and she was unable to process the refund.  The associate attempted to explain this to Mrs. [redacted] and let her know that the refund could be processed the next day; however, Mrs. [redacted] walked away and did not seem pleased that she would have to wait another day.  On September 6, 2016, as promised, a refund of $368.99 was processed.  Furthermore, Mr. and Mrs. [redacted]’ concerns with the customer service received have been documented.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,     Erica [redacted] Escalations Specialist Sears Optical   We apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.    Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

February 5, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online order and request to receive the same item ordered for the same price originally paid.   As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As such, a refund of $368.04 has been credited to Mr. [redacted] account on January 28, 2016. As 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 7, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Margaret [redacted] Via: Revdex.com website
Dear Ms. [redacted],
Thank...

you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate.
Pursuant to Mrs. [redacted] HVAC concerns and included with her copy of this letter I have enclosed a check for the ceiling repair estimate.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. Frontera as a customer and apologize for any frustrations or inconveniences she might have experienced. If you have any questions or concerns, please contact me directly at 407-551-5566 or via email at [email protected].
Sincerely,
Rogelia Powell
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. Frontera Enclosures (3)

Complaint: [redacted]
I am rejecting this response because:
There are several misstatements in their response....
1.) "if they wanted to cancel their order if that was still an option, or return it if not."
This was not true in my case.  I placed the order on January 9th and received the items on January 10th via [redacted] (tracking # [redacted]  I had already removed the tags and washed the items before receiving an e-mail about their mistake on January 11th.
2.) "we do not show any money changed hands since the whole order was paid for with points"
This is false.  Order [redacted] shows I paid $8.25 with my credit card.  If this issue is not resolved, I will be filing a charge back with my credit card company.
3.) "he is still welcome to return that merchandise within the 30 days allotted for a refund"
Again, I cannot return the items because I had already removed the tags and washed the items before receiving an e-mail about the points mistake.  Also, returning the items does not return the coupons I used during checkout.
 
Also, I would like to note that the only advantage for me to shop and Sears/Kmart over other retailers is the ShopYourWay program.  By taking away points post-purchase, I can no longer trust this rewards program...which means I will no longer be a customer of Sears or Kmart.  Similarly, I will be sure to tell family and friends of this experience and advise them against shopping at these retailers as well. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2015/07/23) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - S.E. [redacted]

Dear Ms....

[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding the repair to her washer and the bill she was sent for additional charges.
After reviewing Ms. [redacted]'s service order, we believe we have discovered what caused her to be billed, and also to be charged the wrong amount. When our first technician was in the home and ordered the part, it is our process to collect at least the price of the part, in this case $78.48 with the tax, along with our non-refundable minimum trip/diagnostic fee of $59.00; with the tax this was $63.87. So both of those amounts add up to a prepayment amount of $142.35 and yet Ms. [redacted] does not indicate she made a payment during that first visit. For some reason unknown to us, the technician documented the order as if $142.35 was paid via cash or check, and then never collected that amounts. When the second technician returned, then Ms. [redacted] should only have had to pay the difference between the estimate that was given, and the amount that was prepaid.
At this point if the technician had in fact collected only that amount, then Ms. [redacted] would have owed us the $142.35. However, that does not appear to be what happened. While Ms. [redacted] indicates that the technician collected the amount she was quoted on the estimate, we do not think that was accurate. We believe the estimate for the repair was either given as $228.95 or $242.48 (the job codes were $139.00 or $151.50 plus 8.25% sales tax). We are unsure as to which of the two may have been quoted by the first technician because the second technician actually charged for two different job codes when only one should have been used. So while he should have only collected the difference between one of those minus $142.35, he instead collected both so Ms. [redacted] was charged $250.60 instead of $228.95 or $242.48. So this means not only should she not be billed for the prepayment that was not made, but we actually owed her a slight difference for overpayment. We went ahead and chose the lowest job code as it appeared to match the work that was done, so we issued Ms. [redacted] a refund for $21.65. This is being sent in the form of a mailed bank check to the same name and address as is listed on this complaint; it should arrive in the next 2-3 weeks.
As for the billing, we have contacted our billing department to have the account zeroed out. If Ms. [redacted] receives any correspondence regarding this debt dated after today she is welcome to contact me via email at [redacted]@searshc.com or via phone at XXX-XXX-XXXX, so that I can assist further. We would also note that the agency used to collect these debts does not report them to any of the three major credit bureaus so it should have no effect on her credit score whatsoever. At this time, since we have erased the debt from our systems, and also refunded Ms. [redacted] the slight amount she overpaid, 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,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

June 30, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order.   It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we confirmed that Mrs. [redacted] was refunded for her first order and received an additional discount of $26.00 on her second order.  Our records show that the freezer was picked up by Mrs. [redacted] or a party she appointed, on June 15, 2016.  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 Mrs. [redacted] comments and the 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]

Initial Business Response /* (1000, 11, 2015/09/09) */
September 9, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have been unable to complete the investigation of Mr. [redacted]...

complaint regarding his dissatisfaction with the quality of the service performed on his vehicle by our auto center.
[redacted] Auto Center Manager for store[redacted], made multiple attempts to contact Mr. [redacted] and left voicemails with his contact information. Mr.[redacted] also mentioned that the phone number listed on the complaint was to a [redacted] resident, so he called the phone number they had on file for the repair. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. He may contact Auto Center Manager [redacted] at (XXX) XXX-XXXX. In the interim, we will consider this matter closed, pending his response.
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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

October 7, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with a recent online chat experience.   It is unfortunate that we failed Mr. [redacted] expectations when he recently chatted with a sears.com agent. We value his patronage and can understand his frustration with the events he detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review.  We feel it is also important to clarify that the Sears website provides the following definition for new versus reconditioned items:   New: Product can be still in a box or new product out of a box that was returned. Product has never been installed in a customer’s home and may have some cosmetic damage. New product warranty still applies   Reconditioned: Product is a classification for all product other than new in a box. This may include returned product that has been checked out and repaired, floor models or product out of its original box. Any of these items may be missing manuals or other accessories. All of these factors play into the level of discount the product is offered at. Reconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specifications. Product may have some cosmetic damage. New product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified.   At this time, we can only suggest that our agent was referring to the latter portion of the reconditioned description or making a direct reference to the actual condition or reason the specific oven Mr. [redacted] was interested in purchasing was listed as reconditioned, since this information is typically available to our agents and store personnel.   We apologize if the chat session Mr. [redacted] engaged in failed to meet his expectations, and we do compile feedback such as his so that we may improve our online services.  Since we have noted Mr. [redacted] comments and no further resolution is justified in response to this issue, we have closed our file regarding this matter.   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]

September 26, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Lisa [redacted]      Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding the pricing of an item she wished to purchase.      Store Manager Bob [redacted] provided the following response:     As clarification, our online site has pricing and promotions that differ from our store locations at times. Some of those prices and promotions are identified as “online only”, “hot buy” or clearance pricing and we would not be obligated to match such things. It is also possible that the price Ms. [redacted] saw as an unintentional error and our site notes that even if an order were to be placed for an item containing a pricing error, we would be within our rights to cancel it. If Ms. [redacted] wanted the online price in this instance, she could have placed an online order through our site.  Should Ms. [redacted] have any further questions, she may contact me (Bob) during normal business hours at ([redacted].   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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

June 6, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and the delayed refund of her cancelled order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently visited her local Sears Hometown Store. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management of this independently owned and operated store for review so that future problems of this nature can be averted.  As a result of this action, we revealed that [redacted] remained in contact with Ms. [redacted] and advised her that her refund would arrive on May 20, 2016.  Additionally, our records show that the store offered her a $100.00 gift card as an apology for this issue.  At this [redacted]e, we can only reiterate that we truly regret any inconvenience she may have experienced.  Ms. [redacted] is welcome to contact the store directly if she has any further questions about this issue or her refund.  We respectfully ask to have this matter closed, since we have noted Ms. [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]

January 6, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   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 his kmart.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Kmart. We 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, we sent an email directly to Mr. [redacted] on December 28, 2016, to inform him that we issued a full refund in separate increments totaling of $156.35 to his [redacted] account ending in [redacted] and $5.00 in points was returned to his Shop Your Way Rewards account on the same date.  Mr. [redacted] 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. [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]

November 5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have completed the investigation of M[redacted] complaint regarding wanting to cancel...

his parts direct order.Upon receiving M[redacted] complaint, we escalated his concerns to [redacted], Customer Advocate, who states the following:M[redacted] order shows it was delivered on 10/17/2015 per [redacted]. [redacted] placed the order on 10/11/2015 and called back on 10/14/2015 to cancel. The order was already processed and was unable to be cancelled.  It should be noted that the part is also a non-returnable part. Because [redacted] states he never received the part, so have issued a full refund in the amount of $9.12 to his [redacted] card.  That being said, because we have provided [redacted] with his requested resolution, we respectfully request this complaint be 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 Complaints Specialist[redacted]

June 20, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a new set of headphones.   As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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. Armstrong placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted], email:[redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If 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 her order we show that the Marketplace Seller [redacted] authorized a return of the merchandise and instructed Ms. Armstrong to return the product within 7 days. While the seller has indicated that they will charge her a 15% restocking fee, we are willing to refund that difference once she has made the return within the seller’s timeframe. We ask her to contact us via email at [redacted] once she has returned the product. In closure, since the seller has offered to issue a refund minus a 15% restocking fee and Sears has agreed to refund the restocking fee, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/09/04) */
Contact Name and Title:[redacted]
Contact Email:[redacted]
September 4, 2015
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]

Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction that her dishwasher was delivered damaged.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted], Service Recovery Specialist. Ms.[redacted] spoke with Ms. [redacted] and discussed her concerns. She agreed to give Ms. [redacted] free installation and set up an exchange dishwasher which is to be delivered September 8, 2015. That being said, because we are in the process of providing Ms. [redacted] with her requested resolution, we respectfully request this case be closed.
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 Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Thomas [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding the service of his oven.   We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted] contract.   Upon receipt of Mr. [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service plan. Cross Country confirmed with Mr. [redacted] on July 14, 2016 that the oven was repaired and working fine.  Since the oven has been repaired we have closed our case.     We apologize to Mr. [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,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.[redacted]@searshc.com

November 18, 2015Revdex.com[redacted]330 N. Wabash Ave., Ste. 2006Chicago, IL 60611Our File No.: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com Website[redacted]Thank you for allowing Sears Home Improvement...

Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know we value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This letter serves to conform that we have completed our investigation in regards to the above-referenced file.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP 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 received notice from our district office that all repairs have been completed. I spoke to [redacted] on 11/05/15 and she confirmed the same. SHIP cannot offer any more concessions. Our records indicate that the customer has already received a reduction. Furthermore, we replaced the laminate floor for the customer at no additional cost.As the investigation has been completed, we are retiring our file at this time. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist
[redacted]

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

align="left">    Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he called Sears for service on his refrigerator.  We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted.  We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possible. Our records indicate that on February 11, 2016 a Sears Home Services technician installed a new compressor, condenser and drier into Mr. [redacted] refrigerator. The system was tested and was found to be operating as expected. If Mr. [redacted] still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at [redacted]. That said 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]