Sears Holdings Corporation

August 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9[redacted]4 - Tonya [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted]'s complaint regarding service for his...

refrigerator.
Upon receipt of Ms. [redacted]'s complaint, we found that our Customer Solutions department processed a replacement due to the service unit deeming the refrigerator non-repairable due to having a sealed system issue. I confirmed all is completed with Mr. [redacted] Ms. [redacted]'s husband. Since we have replaced the refrigerator at this time we have closed our case.
We apologize to Ms. [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 [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Vanessa[redacted]@searshc.com

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

align="left">  Re: Marion Taylor #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her television. Per the terms and conditions of the Master Protection Agreement (MPA) covering Ms. [redacted] television, it has been approved for replacement. All Ms. [redacted] needs to do is to go to her local Sears and advise her electronics sales associate that her TV has been approved for replacement. The authorization is linked to her home phone number ending in [redacted]. The sales associate will assist Ms. [redacted] in selecting a replacement television. Since we have approved Ms. [redacted] television for replacement, we ask that this complaint 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

November 23, 2016
Leslie [redacted] South Holland, IL 60473
Our File No: [redacted] Via: UPS Signature Required/ 2day
Via email: m[redacted]@sbcglobal.net
Dear Ms. [redacted],
This letter serves to update...

you regarding your Revdex.com complaint. Pursuant to our phone conversation on 11/22/2016, we deeply apologize as we are unable to service the a/c unit due to the cold weather that is occurring at this time. Because you contacted us before the one year workmanship warranty was expired we will postpone the service until the weather becomes warm enough for us to inspect the unit and it will be covered under your warranty. Per our conversation you have agreed to contact us when it becomes warm enough for us to be able to run the unit and we will schedule the service. I have set a calendar reminder to re-open the file around the time you suspect it will become warmer, April-May 2017. If it becomes warmer sooner than April please feel free to contact me or the service department to reopen the file and schedule the service. The service department is 1-800-222-5030. You can also contact our administrative assistant at [email protected].
At this time, we are respectfully closing our file. On behalf of SHIP please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com

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

60611   Re:  #[redacted]–Patti [redacted]           Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent purchase.     According to our records, a refund was issued for Ms. [redacted]’s purchase on September 23, 2016. We ask that Ms. [redacted] allow 7-10 business days for her refund to reflect. We respectfully ask that this matter be considered closed since we have granted Ms. [redacted]’s request. 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 ([redacted]) [redacted] Tammie.[redacted]@searshc.com

On Sunday July 17, 2016; I bought a new Kenmore Elite [redacted] at the SEARS store located at [redacted] in [redacted], NM [redacted]. The grill was scheduled for delivery to my home the following day (Monday July 18, 2016). When the delivery did not happen, calls to the store progressed to a manager who informed me the sale documents were not completed properly and would have to be cancelled and redone to deliver. Wednesday the grill was delivered. After connecting the gas source, three main burners and the left side burner would not ignite. I called Sears Repair services and scheduled an in home warranty repair for July 26, 2016. I even received a confirmation call on July 25, 2016 stating the technician would arrive between 8 AM and 5 PM on the 26th. On the 26th I spent the day awaiting a call and an arrival of the technician. Calls to the service center resulted in statements the technician was on his way but delayed and the "window" was adjusted to 3 PM to 5 PM and eventually to 4 PM to 6 PM. At 7 PM I called the service center and was told I was not scheduled for a service call and was scheduled for 8 AM the following morning (Wednesday July 27, 2016). Wednesday the process started again. Failure for a service technician to arrive as scheduled caused me to call the home service center again. I was told the technician would arrive between 8 AM and 5 PM. Pressing for the actual time resulted in my being told the technician would arrive at 4:35 PM. This is a brand new grill. The motor is missing off the rotisserie and four out of eight burners will not ignite without a match. The natural gas conversion kit they sold me is not for this grill. I want Warranty repair, or to have this grill replaced with a new one, or for Sears to pick it up and refund my money. I am physically not able to return it to the store.

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

60611   Re:  #[redacted]–Cody M. [redacted]                Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding the suspension of his SYWR account.     According to our records, there are at least 12 accounts linked to Mr. [redacted]’s home address set up under variations of different email addresses. This violates the terms of his SYWR membership as well as the terms of the sweepstakes he has been playing. If Mr. [redacted] can provide the membership number under which he claims the points in question were supposed to be earned, we would be willing to review the matter further. However, we want to stress again that he is violation of the terms of the program. Mr. [redacted] may contact me via email at Tammie.[redacted]@searshc.com with this information if he wishes.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com

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.
Sincerely,
[redacted]
The above is the Revdex.com response auto response.   I add the following
If, as the author of the response to the complaint, says, the door will be replaced on 2 November, 2016, in the pm hours fine.

November 10, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have
completed our investigation [redacted] complaint regarding...

her
dissatisfaction with Sears Home Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network.   We do
not take these matters lightly and we have forwarded [redacted] concerns to
the District Service Manager and Routing Manager for further review.  We appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted.  On November 9, 2015, the
technician returned to [redacted] home to install a new outer tub.  Once the outer tub was installed, the washer
was tested and found to be operating properly. Again, we sincerely regret any
inconvenience [redacted] may have experienced due to the delay in repairing her
refrigerator.  Unfortunately, the tub
that was originally ordered on October 27, 2015, had to be reordered on
November 4, 2015, when it arrived damaged. 
[redacted] was issued a $50.00 gift card on October 25, 2015, for
customer satisfaction and as a final conciliatory gesture, our office processed
a second $25.00 gift card that she should receive within the next two weeks. With
that said, since we have completed the repair to [redacted] washer, albeit
later than expected, and documented her concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]

Contact Name and Title: [redacted]
Contact Phone: [redacted]
October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted] R. [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]' complaint regarding the cancelation of her online order of a child's stroller for $11.95 from one of our online third-party Marketplace vendors. .
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted.
We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, "cached" version saved in the computer's database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached.
In Ms. [redacted]' case, we found that shortly after her order was placed, it was determined to be for merchandise that had a large system wide error that caused all newly loaded prices to display for only $11.95. Per our terms and conditions, we canceled the order and a refund was released from our systems on October 9, 2015. If Ms. [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.html. We have also included below a small excerpt specifically regarding pricing errors:
"Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
With that said, since our cancelation of Ms. [redacted]' order was just in accordance with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect price. As this decision is commensurate to the circumstances, we have closed our file.
We apologize to Ms. [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
[redacted]
Email: [redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL  60611   Re: # [redacted] – Gary [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding his trimmer.   We value Mr. [redacted]’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but 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 any inconvenience. That being said a replacement was processed for Mr. [redacted] for his model trimmer. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’s trimmers and noted his candid feedback.   Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com

Initial Business Response /* (1000, 12, 2015/09/15) */
September 14, 2015
[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 delay in receiving her purchased appliances.
We would first like to apologize that many factors resulted in Ms. [redacted] delay in completing her delivery within the provided time frame. We have already taken steps to improve delivery times by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.
After reviewing Ms. [redacted] complaint and our records, we were able to determine that due to the manufacture not being able to fill Ms. [redacted] order, she was rescheduled to next available date. At this time, all merchandise has been delivered to Ms. [redacted] inconvenience this may have caused; a $100.00 sale adjustment was processed to Ms. [redacted] original form of payment. Since the delivery of Ms. [redacted] purchased product has been completed and courtesy compensation was provided, we have closed our files.
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 Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
Sears repairs did come to my home and adjusted the issue, and followed up with me rather quickly which I appreciate. The issue is still going on, the fridge is not malfunctioning it is defected and I need a replacement fridge. I do not believe that this is how an appliance is suppose to work. It has been a truly frustrating ordeal. This is now the 4th time some one has been out for the same issue, the fridge can not keep cool and DOES NOT WORK! I NEED a replacement fridge because obviously this is not a minor issue, the fridge it's self does not work and my food is going bad and I am unconvincing my self every day to use a fridge in my garage because my fridge inside my home does not work, this has been truly one of the worst experiences I have had with a company. I thought that sears had great appliances, and that I was doing the right thing from purchasing from them but that can not be far from the truth, buying a new fridge from Sears has very unpleasant to say the least. I hope the Revdex.com can help me with this for a solution that will help the customer.
Sincerely,
[redacted]

December 22, 2015
size="3">
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
Re:  # 10973090 – Steve [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding his dissatisfaction with the multiple repair attempts on his range and his request for a replacement.
We apologize for the delay in responding to this complaint.  According to our records, Robert [redacted] with our Executive Member Support Team had been working with Mr. [redacted] regarding the issue with the range.  Mr. [redacted] stated that two of our technicians have confirmed that there is an electrical issue and have instructed Mr. [redacted] to hire an electrician.   Our Tech Manager also confirmed the findings stating that there is no ground going into the range.  Since the range was installed by a Sears’ contractor, we forwarded this matter to our Installation Management team to reach out to the installation contractor and are currently awaiting their response.  We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision.  In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].
We apologize again 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

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

align="left">  Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We have processed an in warranty exchange for [redacted]. The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, 2016. We truly apologize to Mr. [redacted] for the inconvenience noted in his complaint. If [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, 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]

Initial Business Response /* (1000, 12, 2015/09/08) */
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX-[redacted]

Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]' complaint...

regarding a Why Not Lease It (WNLI) agreement.
Although Ms. [redacted] accepted the terms of your WhyNotLeaseItTM contract at the time of her transaction, it may help if we reiterate the way in which the program works for you as well:
Why Not Lease It (WNLI) program is not a loan. There is no interest rate. It is a lease program designed for customers that have an immediate need for a specific item, but may not qualify for a credit card at the time and/or choose not to use layaway. The consumer makes payments for a minimum of 5 months after which he or she can choose:
1.) To purchase the item,
2.) To continue to lease the item for up to 18 months,
3.) To return the item.
The example below is just one of many circumstances for which the WhyNotLeaseIt program is a great option:
A family needs a new refrigerator because theirs failed. They are unable to qualify for credit, they do not have time to save money or to wait to pay in layaway and go without a refrigerator for several months, and they do not have any friends or family that can help. Previously the options for this family were more limiting:
Obtain a high-rate payday loan,
Seek an affordable used appliance,
Rent
An advantage of using WhyNotLeaseIt is that this family would be able to select the refrigerator of their choice and take it home that same day. Here is a sample of how payment options would work for a $529.98 refrigerator that this family seeks to take home that same day.
(cont.)
[redacted] 1
First 5 months:
$529.98 Retail Price:
$88.33 Money owed that day
$88.33 Initial lease payments (x5 months)
STEP 2
Customer Choice after 5 months - Option 1:
$88.33 Lease payments for up to 13 more months
OR, Customer Choice after 5 months - Option 2:
$291.50 Purchase & end lease (previously paid $441.65 for a total investment of $733.15)
With this option, the family has had the opportunity to save just under $60.00 a month,
for 5 months to apply toward the purchase amount once post the initial lease period.
This gives the consumer time to save money in order to purchase - similarly to how a
layaway provides time to save, but with the WhyNotLeaseIt program they are able to
utilize the item while saving.
OR, Customer Choice after 5 months - Option 3:
Return the item to WhyNotLeaseIt with no further obligation after the minimum term.
Acknowledgments about the Program: The total amount is larger than standard finance fees, but unlike other programs, WhyNotLeaseIt enables same day take home of the merchandise and gives the consumer three choices for how to end the lease. It is the customer's choice to make monthly lease payments, to buy it, or to just return the merchandise as long as it is in reasonably good condition excepting fair wear and tear.
Each lessee of WhyNotLeaseIt signs a contract acknowledging their comprehension of the program and accepting the terms of the agreement. In fact, the automated contract generation system does not allow for the sales associate to proceed until the customer has read, addressed any questions or concerns and signed in several places. Both the store and the lessee hold a copy of the agreement for future reference and record keeping. Further, the lessee is also emailed a copy of their lease documents the moment the lease is finalized. Because the terms are binding, Ms. [redacted] is not entitled to a refund. Ms. [redacted] would need to direct any further concerns with her least to WhyNotLease it as we cannot assist further. Store manager [redacted] did indicate that he was going to offer some sort of compensation to Ms. [redacted], but this only a gesture of goodwill, not an obligation on our part as noted above. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist
Sears Holdings Corporation
[redacted]@searshc.com
(XXX) XXX-XXXX

September 7, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Jahan A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s...

complaint regarding the problem he encountered when he attempted to return/exchange the washer 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. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask 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 Mr. [redacted] purchased the washer on April 13, 2016, and attempted to return it in July 2016, he was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one-year warranty for parts and labor to service the washer. According to our records, the manufacturer’s warranty will expire on April 16, 2017 and Mr. [redacted]’s extended warranty will expire on April 16, 2019. We contacted Mr. [redacted] and offered to schedule service on the washer. Mr. [redacted] accepted the offer and service is scheduled for September 17, 2016. If our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a return. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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
[redacted] direct
Matilda.[redacted]@searshc.com

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]...

[redacted]
We have completed the investigation of [redacted] complaint regarding the return of her items at one of our Sears stores.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Store General Manager of Unit# [redacted] who states the following:
I spoke with [redacted] who is an ex-Sears associate. She was trying to return vacuum bags as her vacuum broke and new vacuum she purchased did not take same bags. She had 2 packages, one of them was open, so our associate told her we cannot take back open package. I apologized to [redacted] and she will be returning to store to exchange. That being said, because we have addressed [redacted] complaint, 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]
[redacted]

May 6, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
Re:  [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her washer.
We have received [redacted] complaint and reviewed her service history and can understand why she was frustrated with her experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location.  We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur.  At this time, we have scheduled repair for [redacted] on May 14, 2016 as she was not available until the weekend.  That being said, because we have addressed [redacted] complaint, 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]
[redacted]

November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding the repair of her...

washer.  We have reviewed [redacted] service history and apologize that it has taken longer than anticipated to repair the washer.  Unfortunately, the parts needed for repair are not available so it has been determined that [redacted] is to receive a replacement washer.  She will receive a call regarding replacement within 24-48 business hours.  Because [redacted] has been without her washer, we have also processed a bank check in the amount of $100.00 for laundry reimbursement.  That being said, because we are in the process of replacing [redacted] washer under its Master Protection Agreement and processed a check for laundry reimbursement, 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]

I received an email from Kmart indicating I had received surprise points equal to $11to be spent on Women's apparel. There were no exclusions in the email or "learn more" link to SYW relative to sale priced merchandise. When I got to the register I was told "surprise points might not work on this stuff since it is on sale." I did not get any benefit from the surprise points. The cashier and customer service representative both said they didn't understand why it worked for some people and not for others. I had spent an hour shopping to use the points and feel cheated and lied to. I have contacted customer support for Kmart and SYW and received no reply from either.