Sears Holdings Corporation

September 21, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Michael [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service and the warranty he purchased for his [redacted] treadmill.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently purchased requested assistance from Sears. We value Mr. [redacted]’s patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, [redacted] has agreed to contact Mr. [redacted] directly to explain the details of the NordicTrack BEST Warranty, provide further troubleshooting, and offer to send a technician to his home if needed.  As clarification, the [redacted] BEST warranty is refundable by Sears within 30 days of purchase.  After that, NordicTrack will provide refunds at a pro-rated rate.  The manufacturer’s warranty terms are in effect until fulfilled, but Mr. [redacted] is eligible for one preventative maintenance visit each coverage year under the terms of the BEST warranty.  The description of services and full terms offered by the warranty were provided to Mr. [redacted] in the BEST brochure he received at the time he made his purchase.   At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted]’s comments and further assistance will be provided to him directly by [redacted].   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]

May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction with the charges he incurred for the repair of his tractor. First, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractor. When a customer calls in to schedule service they are informed of the following, “Your technician will then provide you with the total cost to repair the “tractor” to include the diagnosis, parts, labor, and any applicable sales tax. We will also guarantee the repair and parts for 90 days. Should you decide not to complete the repair, you will only be responsible for $99. “ Upon receipt of [redacted] complaint we reviewed the service order and the technician’s notes indicate that he found the intake valve stud was backed out. He reinstalled the stud and the valve cap, then readjusted the valve and installed a plug. [redacted] was charged $5.40 for the plug, and $230 for the labor (the $99 diagnostic fee is incorporated into the labor fee). We reviewed the calls and apologize that he was misinformed when he called on April 29, 2016 to verify the charges on his repair. [redacted] asked if he schedules a repair, the cost is $99. The advisor confirmed that this information is correct. [redacted] asked if he agreed to have the item fixed, then what happens to the $99. The advisor informed him that the $99 goes towards the repair of the appliance; which is correct as stated above. [redacted] then asked the advisor if a technician went out there and it costs $131 to fix the problem and he paid $99, then would the $99 be subtracted from the $131. This question is a bit misleading because [redacted] makes it seem as if he had paid the $99 diagnostic fee prior to the repair and somehow it was being charged again. However, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem then. He explained that the technician was out the day before, and the technician did not subtract the $99 but added it instead. The advisor went on to tell him that a refund was processed already for him and that she sent a message to Customer Solutions to call him. We regret that this incident occurred, but we can assure [redacted] that his concerns have been forwarded to management for review so that the advisor can be coached and future problems of this nature can be averted. With that being said, we have issued [redacted] a $99 refund on the diagnostic fee. [redacted] should receive this refund within 10-14 business days. As for the repair estimate, on April 30, 2016 [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2015 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 [redacted] accepted the $50 refund and he should receive the refund within 10 – 14 business days. in the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 10, 2015/07/02) */

[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 a refrigerator.
[redacted] Sears Home Services, District Operations Supervisor, provided the following response:
It is first important to note that it is a policy if Sears Home Services not to service items that do not have a factory installed model/serial number tag. Unfortunately the refrigerator Mr. [redacted] purchased does not contain a model/serial number tag, therefore we are unable to service the unit. Mr. [redacted] can contact our service contracts office at XXX-XXX-XXXX and request a full refund of the Service Smart Agreement he purchased to cover repairs to his refrigerator. At this time, since we have stated Sears repair policy regarding only repairing items with a factory installed model/serial number tag, 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
Initial Consumer Rebuttal /* (3000, 12, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested the cancellation with sears and am still awaiting the refund to post to my account.
Final Consumer Response /* (3000, 23, 2015/09/16) */
I need your help. I am still waiting for my refound. I already have three months waiting for it. Can you reopen the case and help me?
Final Business Response /* (4000, 26, 2015/09/17) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to a refrigerator.
Sears Service Contracts Records indicate that a credit in the amount of $293.85 was issued back to [redacted] account ending in[redacted] on July 14, 2015. It may take one to two billing cycles to see the credit on a paper statement. We recommend Mr. [redacted] contact his credit card issuer to ensure that the credit has posted. Additionally, if for some reason the credit has not posted, he will need to contact our Service Contracts Office at XXX-XXX-XXXX. Since we have noted our response and have referred Mr. [redacted] to his credit card issuer to ensure the credit has posted, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

I'm reporting unsafe and unprofessional work related business practices taking place at the Kmart store in Pineville as it pertains to a male KMart supervisor who engages in electronic sexually explicit communications with random men while at work. He invites these men over to the store in an attempt to engage in sexual activity. I have proof where this has happened twice with two different men. I consider this to be a public health and safety issue for customers who shop and use the restrooms, whereby, customers and/or employees are at risk of walking upon such activity. He has also recommended men for hire, whom he has attempted to be, and one of which, he has been sexually involved with in exchange for offering them money. This is a big conflict of interest when it comes to his position at his job. He has also recommended men for hire whom he knows does drugs, such as marijuana, and, whereby, he encouraged one to stop doing drugs so he could pass a drug test, and to continue again after he was hired. That serves to question his professional judgment as a supervisor, let alone an assistant store manager if he continues to be promoted. I feel that this male supervisor should be given random periodic drug tests and all other Kmart associates should be given a one time random drug test. I also came across a message between said supervisor and another individual, proof of which I don't have, whereby he asked him to "pee into a cup for him" so he could pass the Kmart drug test, but I do have a conversation between this very same individual and I, whereby, he admits to me that he asked the supervisor to do just that. This individual ended up being hired on and worked for Kmart for a period of time. This male supervisor associate also gives his personal cell phone number out to fellow Kmart associates, whereby, male associates call that number, claiming to use it for work related purposes. I find this to be highly suspicious, considering, his history of sexual activity at the store. Common sense, tells me that the proper procedure would be to use the Kmart phones for work-related purposes, especially as it pertains to calling out of work. I have proof to back up my allegations.I would like an investigation opened up to see if other unprofessional and unethical work-related business practices are taking place and to see what other employees are involved, either actively, or in knowing and either purposefully covering up or refusing to come forward, including the store manager.When I first reported my allegations to Tony in the beginning, backed up by evidence via text message to her personal cell phone, the first thing she did was to tell Kevin D Clyburn to get a restraining order against me. When I called the Kmart store to follow up on the evidence I had sent her, because I received no reply from her, and to further report my suspicions to her, she hung up the phone on me. That was unprofessional. What she should have done, as she should have done with any other customer who had knowledge of such information, was to remain professional and unbiased and to take my report over the phone and thank me for providing her with information and assure me that the store would look into the situation and do an investigation. However, her actions, show that she was on Kevin's side, from the start, and was protecting him. I find that to be highly suspicious, as in she acted like she was covering for him. When I initially reported my suspicions and allegations, corporate told me that the Pineville Store would do an internal investigation. However, I later found out that they did not take my allegations seriously because Kevin D Clyburn, along with all other employees who where involved, were still working and Kevin was, furthermore, being promoted to an Assistant Store Manager. So, I had to follow up with more evidence. Therefore, given all of my evidence, I believe the store, from the very beginning has not been helpful because I have still not heard back from any district or regional manager, even after a Level 1 and two separate Level 2 notifications were sent from Corporate. It took over a month to get anybody to contact me about this. I was having to repeatedly follow up with Corporate, all my myself. I believe that if I wasn't so persistent, this case wouldn't have gotten as far as it did with Kmart Corporate. So, my complaint is also against Kmart's store and corporate policies and practices when it comes to handling matters such as this. I would like to see this negative report published to inform the public and I would like to see all guilty parties involved terminated so more professional staff can replace them and operate the store more professionally.

January 14, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   [redacted]   We have comp**ted the investigation of Mr. [redacted] complaint regarding his recent online order and his dissatisfaction with the shipping process and delivery timeframes.   We would first like to apologize for any inconvenience Mr. ** experienced. We can understand Mr. [redacted] frustration with the series of events detai**d in his complaint. Additionally, we can assure that his concerns have been forwarded to management for review so that future prob**ms of this nature can be averted. After researching the online order notes, we found that the product was ready for pickup on January 5, 2016.In addition, Sears Online Solutions issued a 10% adjustment on the order giving Mr. ** a refund of $39.71 to his [redacted] account and $0.19 was issued to his Shop Your Way Rewards account. We apologize again and hope Mr. ** will allow us another opportunity to provide him with a better examp** of customer service that we have built our reputation upon.  In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  P**ase feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 30, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted]...

complaint regarding her dissatisfaction with the multiple service attempts on her washer and her request for a replacement.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We can also understand how frustrating Ms. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and on September 22, 2016 she was offered a replacement for the washer. Ms. [redacted] has made a selection and the replacement washer is scheduled for delivery on October 8, 2016. With that being said, since we provided Ms. [redacted] with her requested resolution, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Leonard [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding fraudulent activities on gift cards he purchased.   On receipt of Mr. [redacted]’s complaint we forwarded the information to our Loss Prevention management team and Mr. [redacted] was contacted by Craig Kisner our Director of [redacted]. It is against Sears’s policy to release any of the requested information to any non-law enforcement personnel. Therefore Mr. Kisner has requested Mr. [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted]@searshc.com and we would be happy to assist further.   Since we have addressed Mr. [redacted]’s issue and provided the appropriate contact information for the law enforcement agency to contact 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] direct Vanessa.[redacted]@searshc.com

I ordered a pair 2 items online on the 4th of July. One of the items was not eligible for shipping (a pair of sandals). I called customer service twice, which is in the Philippines, very bad connection & couldn't understand them. I opted online for "Drive In Customer Pick Up". My order was ready the next day. I spoke to their Customer Relations Dept in the US which gave me a complaint #. They tried calling the store for an hour while I was on hold, but no one picked up. I explained I would rather of paid for shipping instead of heading out to store. I complained on Sears [redacted] page, along with may others. I called the store today, NO pick up. BTW, the store is in Rego Park, Queens, NY, which is very busy. I called their CRD again today, very unprofessional, transferred me to the Philippines again, must of called 5 x's. I forgot, yesterday they told me, the Rego Pk location doesn't have Drive In Pick Up. That's what I wanted to confirm with store, but no one ever picks up. Finally today I spoke to the last rep. in US. I asked to speak with an executive of the company. The rep said, "she doesn't handle the calls, only the Philippines handles customer service. And, that is why corporate hired the Philippines as their CSR & it is beneath the executives to handle complaints. I cancelled my order!!

September 26, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] P [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the customer service she received when she contacted our contract department regarding her television.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. Upon receipt of Ms. [redacted]’s initial complaint, we submitted her concern to Sears Purchase Protect regarding the customer service she received when she called to file a warranty claim for her television. The captured calls were reviewed and any issues will be addressed internally.
We would also like to note that we were informed by SPP management that Ms. [redacted]’s claim was denied a warranty claim because the SPP does not cover accidental damage; which, Ms. [redacted] failed to reveal this on her complaint, or when we contacted her on September 16, 2016. The SPP that Ms. [redacted] purchased for her television specifically states, “Limitations of Coverage, this agreement does not cover: Damage or other product failure due to causes beyond our control including, but not limited to, repairs necessitated because of operator or owner negligence (such as the failure to maintain the product according to the owner’s manual instructions); improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, rust, corrosion, animal or insect infestation, damage caused by lightning and acts of nature”.
As for the gift card that Ms. [redacted] was issued by the store, our response did note that she had contacted the store regarding the refund on the (SPP) contract. Since the store was unable to process the cancellation, they offered Ms. [redacted] a $48.00 gift card instead; she accepted the offer.
While we understand that she was dissatisfied with the customer service she was provided by SPP associates, the fact remains that she did not qualify for a replacement television due to accidental damage. As this decision is commensurate to the circumstances, 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] direct
[redacted]@searshc.com

January 22, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re:  [redacted]   Dear Ms[redacted]   We have not fully completed our investigation of Mr. [redacted] complaint regarding service experience.   We apologize for the delay in responding to this complaint. We are currently waiting the completion of a service appointment scheduled for January 23, 2016. Once we have the updated report from the service unit we will be happy to submit a more complete reply.   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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

May 16, 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 his online order experience and request for a full refund of the returned order.   After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted]. This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted]'s alternate address is [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [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.   With that said, we sent two email correspondences to the seller giving them ample time to address this matter. However, we did not receive a response to date. Therefore, we made the decision to request a full refund on [redacted] behalf. The request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within 3 to 5 business days. We apologize for the delay and any inconvenience he may have experienced. In closure, since [redacted] will be receiving his refund shortly, 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

Contact Name and Title: [redacted]
Contact Email: [redacted][email protected]
October 18, 2015
[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]'s complaint regarding the delivery of his range.
Upon receiving Mr. [redacted]'s complaint, we escalated his concerns to [redacted], Store General Manager of Unit# 1011 who states the following:
We spoke multiple times with [redacted]. The first was early September when his appliances were first delivered. The range he ordered was damaged by delivery teams so we processed an exchange for him to have a loaner unit until the item he wanted was available again (mid-October was ETA). Delivery never processed the exchange for the damaged one so when he called in to see if one was on order, there wasn't so called the store.
[redacted] told me that we were going to deliver the new range (exchanging for the loaner) and refund him all his money for the range ($1400) for his inconvenience. Once I explained that we were not able to do that, we agreed to exchange the range and it is scheduled to delivery on October 18, 2015 to which he agreed. As it stands, Mr. [redacted] received a $1400 range for $1100 along with an additional $100 in Shop Your Way points added to his account. That being said, because we have addressed Mr. [redacted]'s complaint, we respectfully request 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 Complaints Specialist
[redacted][email protected]

September 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94568539 - Christopher [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint...

regarding his dissatisfaction with our customer service and failure to return Shop Your Way Rewards (SYWR) points to his account.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently placed an order using sears.com. 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. As a result of this action, we revealed that Mr. [redacted] redeemed 34,920 points on August 4, 2015, and 16,920 points were returned to his account on August 28, 2015, after he returned his order. We were unable to return the remaining 18,000 points because they were surprise points that are only valid within the offer period, and Mr. [redacted]'s return was completed after this period expired. For this reason, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted]'s comments and confirmed that the proper process has been followed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
[redacted]
1-800-[redacted]

I shopped at a local store in Baker, LA and I had an awful experience. I purchased a Kenmore 600 series washer and within 2 months I had to schedule a repair appointment. The repair man came and said the control panel needed to be replaced. He ordered it and said it will take at least a week. So I am without the use of my washer for another week then I will need to call and schedule another appointment so the repair man can come back and install the new control panel. So who knows how long it will be before I will have my $800 washer operating again. This is unacceptable. A brand new washer should not need a repair this early in the game. I also purchased an extended warranty and it does not help because I am still within the one year manufactures warranty. I am very disappointed with the service from Cody the new store owner, with Ben the repair supervisor and the Sears company for not standing behind their product. I need a washer not a $50 check to go to the laundromat. If I wanted to go to the laundromat I would not have spent my $800 to purchase a new washer.

January 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Mr[redacted]’ complaint regarding his...

dissatisfaction that his wife received the wrong item and the problems his wife encountered when she attempted to return the online order. Firstly we would like to apologize for the inconvenience and disappointment that Mrs[redacted] may have experienced at her local Sears store. 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] complaint, we investigated and discovered that on December 17, 2015 a store representative contacted our online department in an attempt to process the return. Regrettably, due to a system issue, we were unable to complete the process the return through the store. Mr[redacted] was informed that he would receive a [redacted] return label and credit would be issued once the item is received. Our records indicate that the return order was received and on December 29, 2015 we issued Mr[redacted] a credit of $129.89. With that being said, since we have addressed the issue brought forth in Mr[redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Feb 15 I purchased a refurnished mower which is $99 . The staff said it is perfectly worked all problem was fixed and test.
So we believed his advise we bought it and took it home.
But when we tried to turn it on this mower wasn't working . They sell it Not working mower!!
I wished to go right a way to return it but it is too heavy to carrying by myself. I have to wait until my husband come and help me.
Today March 6 I went to the Sears Columbia mall to return and purchase other one.
I met a supervisor who name is umer
When I tried to return it and explained what had a happen to us .he told us to removed the gas from the gas station !
Even though I explained him it is a original mower it was displayed next the cashier .
He wasn't belived and didn't listen . keep asked my husband to go to the gas station where is no staff so that my husband had to come back with a mower .
but I know the Indian lady staff who was assist before. Otherwise he would ignore it and didn't listen .
I would expect to say that "sorry for this experience and all inconvenient happen " But never said that.
He had a really arrogant attitude and Finally he made a refund and gave me a wrong amount .
I have to get a $95 but he gave me a $65 without a refund bill And just left . This is a really unprofessional attitude.
so I had to looking for him to get my correct money.
This is such a terrible experience. Sears sold a not working product after that made a such a horrible customer service .
I don't know how to he became a supervisor with a terrible mathematics and bad attitude !!
How imagine that I had to carrying heavy mower for both ways and took it to gas station and bring back to store.
I had been waste 2 and a half hours at the store with 1 , 3 years old kids at Sunday !!
. I wasn't ask a extra money or credit !
I have a right to get back my money!! Without a horrible ways!
I will never visit again Sears and I will tell and post to my friend also all open ways!!
How could I believe the refurnished items from Sears.
We have to buy a mower we were willing to buy it from Sears.
but now I would never look any other Sears product and service.

(The consumer indicated he/she DID NOT accept the response from the business.)
It makes no sense. This has turned into a larger insult of myself and my vehicle, which was okay until dealing with Sears and their hostile atmosphere towards complaintants. "i stand by my request for refund.

September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94567911 - Frederick [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding the...

service on his chain saw.
After reviewing the service history service department authorized a replacement of the chain saw under his manufactures warranty. Mr. [redacted] had been informed of this offer and has been provided with the necessary information to select a new chain saw. Mr. [redacted] had been provided with the direct contact information of our service unit if he was in need of further assistance. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file.
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 [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: Roberta [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services records indicate that repairs to Ms. [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doors. Last week a new compressor and drier were installed. If Ms. [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam.[redacted]@searshc.com. Since we have noted the completed repairs to Ms. [redacted] refrigerator, 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

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Anthony J. [redacted] # 94571318
Dear Ms. [redacted]:
...


We have completed the investigation of Mr. [redacted]'s complaint regarding service on his dryer.
It is unfortunate that we failed Mr. [redacted]'s expectations when he called Sears for service on his dryer. We value Mr. [redacted]'s patronage and can understand how the series of events noted in his complaint has caused his 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 would like to note that Mr. [redacted] has spoken to management in our service department and discussed his concerns where it was decided to cancel the repair scheduled and refund him the cost that he originally paid for service on September 2, 2015. The refund totaled $135.00 and should be received within 7-10 business days. That being said, because we have addressed Mr. [redacted]'s complaint and processed a refund, we respectfully request 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,
Erica [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Erica.[redacted]@searshc.com