Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 7, 2015/07/09) */ July 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - Timothy [redacted] Dear Ms[redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding his service experience Once our carmanagement confirmed that Mr [redacted] 's mower had not been received at the store we moved forward with a replacementMr [redacted] insisted on a refundFor customer satisfaction the local store did process a refund for Mr [redacted] This was processed on July 7, We have also processed a gift card in the amount of $again for customer satisfaction due to his customer care experienceMr [redacted] has been provided with my direct contact information if he is in need of further assistanceSince we have refunded Mr [redacted] and the resolutions offered were acceptable to him we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Vanessa.L[redacted] @searshc.com

Kmart is a joke, I ordered somethings online for in store pickup and I had to go back multiple times to get themEVERY time there was a problem, first they couldn't find them and had to wait hours then they found it and it wasn't checked in "right" and it goes onA COUPLE MONTHS LATER I get and email saying I have something that needs to be picked up so I call, the girl says, YES you have something that needs to be picked upSo I go back and WAIT OVER AND HOUR for them to take my contact information and not use itKmart.com is pointing the finger at the store while the store is simply being incompetentThen they charged my card, me thinking everything is payed for(ps never got a call telling me this) because I ordered it MONTHS AGO! Finally I called and got the manager on the phone because this is ridiculous, I told him what happened and he explained that they messes up the paper work or something and he fixed it never reaching out to me to tell me what was going onNOT ONE PHONE CALL EXPLAINING ANYTHING this really up set me along with over drawing my account so I said okay, I am bringing the items back and I want my money back to bring my account back upHe said okay, but to make this right I'll just refund the moneyOkay I was calm after that but never get that refundThis is KMART in Lakeport CAUnprofessional, incompetent and add liars to that list

Even though I closed my Sears rewards account and not one email notification is selected online, I continue to get emails saying "CONGRATULATIONS! Since you're a valued member, your FREE TRIAL SHOP YOUR WAY MAX membership has been extended for an additional daysYour membership will now expire on 2015-9-I spent minutes on the phone and chat trying to close this membership, that I was told was closed April Getting a human being to help me discontinue these emails was ridiculousAfter about minutes being ping-ponged around and searching online, I didn't make much progressI want my Sears membership, online account and shop your way max membership closed but Sears makes it extremely difficult to do thisMy profile does not have ANY contacts selected for communication, so it appears they choose to ignore my preferences and because of that I will no longer do business with them

October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] -Diana [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her washer Upon review of our files, it was discovered that there have been some developments since Ms [redacted] filed her complaintMs [redacted] did indeed pay the $diagnosis fee in question and she declined the estimate provided to her to replace the bearings on her washer, which is not covered under her limited manufacturer's warrantyThat same day, she purchased a service contract and called to schedule another appointment for repairA repair was performed that would have cost her $The issue is that only one of our service contracts allows coverage for pre-existing conditions and that is not what she purchasedAccordingly, our technician could have declined to perform the repair on her washer, but he did not and she received not only a repair valued at $for the cost of her service contract ($363.42) but she also has coverage for any further breakdowns that may occur until September 24, We were willing to consider refunding the $fee as a courtesy, but considering the aforementioned information, we do not find that to no be reasonable given the current circumstances and we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] @searshc.com

January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent purchases We apologize for the delayMr [redacted] used Shop Your Way Rewards (SYWR) points for almost the whole cost of both orders and as of December 22, 2016, his account was credited for the remaining amount or $27.30, making him wholeOur online Terms of Use, which each member agrees to simply by viewing the site, note that we do not guarantee our site to be free from error in regard to pricing and or availability and any order containing an inaccuracy may be canceled at our discretionAs such, we are not obligated to grant Mr [redacted] request and we have closed our file We apologize to Mr [redacted] for the delay and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 19, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a trampoline she ordered for store pick up through kmart.com layaway It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart online layaway with the option for store pick up We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, [redacted] , Distract Manager for Kmart Store number ***, spoke with Ms [redacted] on December 19, 2016, in reference to her concerns and offered her $cash as an apology for her experience Our records indicate that Ms [redacted] accepted the offer and indicated that it met with her approval Therefore, she is expected to receive the amount by mail within business days At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

October 4, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Paul D [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his washer First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recently purchased washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** After reviewing Mr***’s complaint and the notes in our customer service and repair systems, we offered Mr [redacted] another in-warranty exchange Mr [redacted] did not want the same washer and selected LG model LG [redacted] The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, With that said, since an equitable resolution has been provided for Mr***, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

June 13, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order we found that the item was lost in transitTherefore, we have processed a full refund of $back to her Visa account ending in This credit should post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,

May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired As clarification, Kmart does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyWe investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptions”Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the shoes on April 10, and attempted to return the purchase on May 14, 2016, she was clearly over our day return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- Kenny [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all We would first like to apologize for the delay in responding to Mr [redacted] ' complaintThe Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answeredThis was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response With that said, we have reviewed Mr [redacted] ' concerns and apologize that we were unable to meet our scheduled commitmentAs with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it inThe technician that called Mr [redacted] in the evening is not necessarily the same technician that might have been assigned his call earlier in the dayThere is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time In Mr [redacted] ' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceledWe do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr [redacted] was offered a discount of $He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspectiveIn his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seekingIf he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incidentWe would also be willing to increase the offer to cover our estimate fee of $In this way, if Mr [redacted] were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $deduction off the price of our laborOther than this, we do not see that any other resolution is feasible but we are certainly open to suggestionsIn the interim, since we remain willing to provide service if Mr [redacted] still requires assistance, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Melvin [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding charges incurred during a service call to service his garage door Thea ***, Sears Garage Solutions, SrQuality Control Manager Provided the following response: After receiving the complaint filed by Mr [redacted] , I called and spoke to him about the chargersI explained that he was charged accordinglyOur line disconnected as I began to offer him 10% off of his service for inconvenience, but I have not been able to reach him since our conversation earlierThat said, if Mr [redacted] would like to discuss his complaint further, he can contact me at [redacted] That said we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

November 7, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL 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 fileWe appreciate the opportunity to address the customer's concernSHIP 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 fileOn behalf of SHIP please know that we value MrsFrontera as a customer and apologize for any frustrations or inconveniences she might have experiencedIf you have any questions or concerns, please contact me directly at 407-551-or via email at [email protected] Sincerely, Rogelia Powell SHIP/HI Regulatory Complaint Specialist cc: Mrand MrsFrontera Enclosures (3)

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Carry In Repair Services [redacted] Sears Carry In Repair Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms [redacted] that the technicians make every effort to call the consumers when possibleThe carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warrantedDuring the call with Ms [redacted] we also explained that we have to charge for our repairs but we will be deducting $from her repair charge as a gesture of good faith The technician went over the previous repairs and concerns with Ms [redacted] and she was satisfied with all of issuesIf I can be of any further assistance to Ms [redacted] she can reach me directly at [redacted] That said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

December 28, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is unfortunate that we failed Ms [redacted] expectations in regard to her refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms [redacted] may have experienced Although Sears Home Services attempted to repair Ms [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best optionAccordingly, Ms [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms*** Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date We will continue to correspond with Ms [redacted] to keep her updated on her refrigerator delivery If she has any further questions or concerns, she can reply to [redacted] In the interim, since a fair resolution is being provided to Ms***, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ July 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to update you regarding Mr [redacted] 's concerns regarding the HVAC unitSears Home Improvement Products (SHIP) is scheduled for a tech to go out today, to re-diagnosis the unitI will update you accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] Caldwell SHIP/HI Regulatory Complaint Specialist cc: [redacted]

Roman">July 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that his vehicle was damaged during his recent visit to one of our auto centers Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final In the interim, since Mr [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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 Complaints Specialist [redacted] *

June 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintAs Ms [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her caseAs previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warrantyIf our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repairedMs [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacementAs 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

This was the worst experience of my life The customer service representatives do not know what they are doing, I wasted hours on the phone on one day and another hours on the phone another day and another hours on the phone another day because they are so Incompetent I must have explained myself ten times on each call It was simple too, I bought a Christmas tree, the lights were broken I wanted to replace it with a new one they said they were sending a new tree and then canceled my order times Then they said they were so sorry and placed the order again and said they would give me overnight shipping but guess what the shipment was day shipping not overnight HOrrible just Horrible, I will NEVER purchase a thing from Sears as long as I live

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] class="InsideAddress"> [redacted] We have completed our investigation of [redacted] complaint regarding the replacement of her vacuum cleaner On receipt of [redacted] complaint we reached out to our Carescalation departmentThey confirmed that the replacement was completed and it is our understanding that [redacted] has the replacement vacuum cleanerWe were unable to confirm that [redacted] received her new vacuum cleaner as she returned none of the messages left for herIf [redacted] is still in need of assistance she can contact the escalation department in Cardirectly at [redacted] As we understand the replacement has been completed and [redacted] has the replacement vacuum cleaner we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I ordered a food processor through [redacted] During usage, it broke I called the customer service department and the manager told me that they were willing to sell me a new one at 15% off Now WHY would I want to BUY a new one like that? Why wouldnt they outright replace the item for free especially when the item was just purchased? That was a SEVERE insult to my intelligence The manager is Angie and her employee number is [redacted] Thankfully when I went to the [redacted] store, the manager there was fantastic But this person was absolutely horrible I cannot believe that you allow this type of people to work for you