Sears Holdings Corporation

November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Belinda [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her inability to receive an she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the television in question is not available in Ms [redacted] area and since it was being sold at a special price there are no substitutions Unfortunately, it seems that there was an unforeseen error that took place with our refund system in this instance and her credit did not issue as it should However, a manual credit was applied to her account on November 9, and it should be visible within 3-business days from that date In closure, 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] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ Contact Name and Title: [redacted] August 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dissatisfaction with her local [redacted] Upon receiving Ms [redacted] complaint, we contacted Store Manager [redacted] , for assistanceMs[redacted] responded that she tried to assist Ms [redacted] when she initially came into the store to return the air mattressesMs [redacted] did not have a receipt, so as a courtesy Ms[redacted] attempted to locate the receipt in the Point-of-Sale systemThe sales journals for four registers over a two-day period were reviewed, but the sale could not be locatedMs [redacted] then said that she thought that her husband had paid for the air mattresses with a debit card and would return to the store with the account information; however, she never returned At this time, we are unable to exchange the air mattresses or issue a refund to Ms***In accordance with [redacted] s Return Policy, an exchange or a refund can only be provided with a receiptAdditionally, certain items, such as air mattresses are only eligible for an exchange with a receiptWith that said, since Ms [redacted] is unable to comply with the terms of [redacted] s Return Policy, we are unable to honor her requestAs this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

December 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL class="InsideAddress"> Re* [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the pricing of a recent purchase Auto Center Manager [redacted] provided the following response: As clarification, the pricing for our bulk oil used for oil changes is slightly different than the price for bottled units sold on the shelfHowever, Mr [redacted] was provided with an invoice for the pricing and it was signedFurthermore, the package price for our oil change service is clearly disclosedDespite these facts, we appreciate Mr [redacted] business and we offered to provide him with a gift card for the difference in cost or $10.75, as a courtesy and he acceptedShould Mr [redacted] have any other concerns, he may contact me (Randy) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation

January 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation regarding Ms***’s complaint regarding a recent order We have spoken with Ms [redacted] concerning this matterWhen we spoke, we offered to provide her with a credit for $and she acceptedThat credit was issued on January 9, Since Ms [redacted] indicated that this resolution met with her satisfaction, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: Sears has fully exhibited why they are struggling to stay in business Customer service is clearly a low priority Their products aren't lasting and they have no issues with lying as their response that their service rep gave us a clear and concise estimate is a lie I DID provide new information, their original estimate was a lie I will periodically call Sears to schedule service for a washer and will document when their off shore resource gives the wrong estimate While Sears will be missed, it was their own undoing that has lead to their finally closing all remaining store and going out of business Such a shame I know longer have anything nice to say about the company and will not shop there any further They can take my rewards way points and donate them to charity Sincerely, Ernie [redacted]

July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#2** class="InsideAddress">Chicago, IL Re: # [redacted] – Joel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service in response to his request for a refund for tires he ordered on sears.com It is unfortunate that we failed Mr [redacted] ’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that Mr [redacted] visited our Sears Auto Center on June 16, 2016, and was issued a full refund on that date At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] ’s comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***

Complaint: I am rejecting this response because: I told Sears that I was returning the oven when they offered me the dollar refundSo I did not say I was exchanging itSears repeatedly has lied to me throughout this processI paid cash for the installation and therefore have no receipt and Sears did not say I would need this receiptthe charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchenagain, I was forced to take days off of work because Sears measures the oven wrongThe first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issueThe second day was for the handymen to install the ovenThe third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the ovenThey came an hour outside of the scheduled windowi have to say that the repeated lies by Sears is making me think of going to small claims court Sincerely, Suzanne [redacted]

December 14, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that although Mr [redacted] requested cancellation of his order on October 10, 2016, he contacted us on November 29th to inform us that he still had not received his refund Sears.com investigated this issue and re-issued the refund of $to his [redacted] account ending in [redacted] on December 5, Mr [redacted] is welcome to contact sears.com again if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Auto Center [redacted] Manager of the [redacted] Sears Auto Center, provided the following response: After receiving Mr [redacted] complaint I contacted him to discuss his concernsI explained to Mr[redacted] what we did when his vehicle was in the auto centerAs a gesture of good customer service we have provided Mr[redacted] with a refund for the diagnostic fee of $Moving forward, if I can be of any additional service to Mr[redacted] , he can contact me at XXX-XXX-XXXXThat 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Some effort was made to make reparation for my lost timeThe staff and management at Sears was professional and courteous throughout our interaction

December 11, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Male [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding his missing gift card.Upon receipt of Mr [redacted] ’s complaint, we escalated his concerns to Sanita [redacted] , General Store Manager of Unit# Ms [redacted] called Mr [redacted] and stated the following:I spoke to Mr [redacted] and he told us that he received a $giftcard as a gift He wanted to purchase a bike at the Rego Park storeMr [redacted] came to the store and the bike was out of stock He stated that an associate offered to order the bike and sell him another one, to which he declined Mr [redacted] then went home and wrote a letter to corporate and put the $giftcard inside Mr [redacted] did not hear anything but has since had a call from the corporate offices and was told that his giftcard is being send back to him to which he is satisfied 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,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searhs.com

August 31, Nita [redacted] 13);">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – David [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his SYWR account and his recent transactions It seems Mr [redacted] feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr [redacted] had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr [redacted] if he wishesHe may contact store manager, Linda [redacted] , during business hours at (805) 525-In light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Specialist, Regulatory Complaints Tell us why here

Last week Monday I was making dinner and my stove sparked and blew the circuitI had purchased the stove when I purchased my first home in June brand new from the Sears in Portage MIThe following day I had an electrician come out to fix the problem, when he opened up my stove he was shocked at what he saw, he could not believe that I had brought the stove brand newHe could not believe a company would send a brand new product out with yellow electrical tape all over the cordsHe suggested I contact the companySo I did on Tuesday of last weekThe lady I worked with was also floored and could not believe that the stove was sent to me in that shapeShe transferred my case and said I would hear from someone within business hoursAfter hours I still had heard nothing so I called again on Thursday, the employee I spoke with transferred my case to a higher person and said again I should hear from someone within hoursI never received a phone call so here a week and a half later I still have no stoveToday I called again and after waiting on hold minutes I was told that if I would've bought my stove in July they could of done something about it but since it was bought in June, they cannot pull up my receipt and they can give me 10% off the part or 20% off the service To me this is not acceptableI understand the stove is years old, if it was wear and tear I have no problem paying for itBut, when I have someone who sees problems like this daily telling me that this is something that is not normal, and the company should not have sent me a brand new stove that wayThat is when I have the problem

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL align="left"> Re: James A [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a television purchased from SearsI spoke with Mr [redacted] on October 19, 2016, and informed him that he should ensure that his TV was connected to his cable box using an HDMI cableMr [redacted] informed me that he was using a component cable, which would not give him a true digital signal I confirmed that Mr [redacted] had received an email sent to him while we were on the phoneSince we spoke on the 19th, Mr [redacted] has not reached out to me, therefore I can only assume he has upgraded his source to a digital sourceIf I can be of any additional assistance to Mr [redacted] , he has my contact informationThat said we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] ***atory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

October 28, Nita [redacted] Revdex.com North Wabash Ave, Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Larae A [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of MsMs [redacted] complaint regarding non-receipt of a refund for rings she placed on layaway at SearsMs [redacted] local Sears store has attempted to contact her by telephone, but has been unable to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed We ask that Ms [redacted] contact District Manager Michael [redacted] at ***) [redacted] within ten business days so that we may resolve this issue in a timely manner We have closed this complaint in the interim, pending Ms [redacted] responseWe apologize to Ms [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 concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext***

November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.Upon receiving [redacted] complaint, we escalated her concerns to [redacted] I, Auto Center Manager of Unit# [redacted] who states the following: [redacted] did not bring the car in but rather [redacted] *** [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything Although I did not wait on [redacted] ***, I was present on the sales floor when he came in [redacted] stated that he wanted tires for the front, complete struts for the front, and a front end alignment Again, he did not request that we evaluate his vehicle for any noisesThese repairs came to approximately $1,which he authorized Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front *** [redacted] was notified and he authorized these repairs which brought the total to approximately $1, A week later [redacted] *** [redacted] returned stating he was hearing a noiseWe therefore looked at his and the only thing that might be causing this would be a ball joint [redacted] authorized this repair to be done for approximately $ A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent We invited her in so we could look at vehicle The vehicle was taken on a test drive however we could not pin point her noiseThere were noises coming from the loose front bumper and plastic shield that was also loose The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was [redacted] did not want us to remove her rear tires or do an evaluation at that timeShe stated to me she wanted to think about it first and would get back to me At this time, I have not heard back from [redacted] *** The total for repairs on this vehicle came to $1,800.00, not $2,as she statedAll repairs were authorized by *** *** As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs We have not done anything wrong and are always willing to work with our customers That being said, because we have addressed [redacted] ***’ complaint, we respectfully request this complaint be closedWe 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]

October 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joanna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her inability to purchase a patio set on our website due to unavailability for this product in his area As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state This is because most large items that we sell ship out of regional warehouses Once that region is out of stock on an item, it is not available in that area While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item available Once all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website While we can understand Ms [redacted] frustration, the item in questions does state: “***LIMITED AVAILIBILTY***.” At this time the reality remains that the item she was interested in was not available in her regional area In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In closure, 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] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie[redacted] @searshc.com

August 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding their dissatisfaction with the delay in receiving the credit for the return of wall oven Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experiencedWe want to assure the [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe reviewed the delivery and service order notes related to the wall ovenAccording to our records, we confirmed that the wall oven was picked up for a return on July 2, As clarification, when a returned item is received at our warehouse the system automatically issues the refundRegrettably, the system did not recognize the return receipt number as a pick upWhen the oven exchange was processed in April it was issued on salescheck number [redacted] When the [redacted] requested to return the item a new salescheck number should have been processed for the return but the same salescheck number was mistakenly usedOn July 20, Ms [redacted] called to check the status of her return, the associate researched and found a credit of $dated July 9, We apologize that our associate misinformed Ms [redacted] that the refund had been processed since she did not notice that credit was issued in 2015, not Ms [redacted] continued to call to inquire about the refund and on July 28, a credit research was issued and it was confirmed that the credit for the return had not been issuedOn August 1, we manually issued the [redacted] a credit of $2,on salescheck number [redacted] to their credit card ending in [redacted] The credit should post to their account within business daysWith that being said, since we have addressed the issue brought forth in Mrand Mrs [redacted] complaint, we have closed our file We apologize to the [redacted] and we 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]

Initial Business Response / [redacted] (1000, 12, 2015/09/08) */ September 8, [redacted] Revdex.com North Wabash Ave., Ste# 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 loanThere is no interest rateIt 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 layawayThe consumer makes payments for a minimum of months after which he or she can choose: 1.) To purchase the item, 2.) To continue to lease the item for up to 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 failedThey 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 helpPreviously 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 dayHere is a sample of how payment options would work for a $refrigerator that this family seeks to take home that same day (cont.) [redacted] First months: $Retail Price: $Money owed that day $Initial lease payments (xmonths) STEP Customer Choice after months - Option 1: $Lease payments for up to more months OR, Customer Choice after months - Option 2: $Purchase & end lease (previously paid $for a total investment of $733.15) With this option, the family has had the opportunity to save just under $a month, for 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 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 leaseIt 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 agreementIn 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 placesBoth the store and the lessee hold a copy of the agreement for future reference and record keepingFurther, the lessee is also emailed a copy of their lease documents the moment the lease is finalizedBecause the terms are binding, Ms [redacted] is not entitled to a refundMs [redacted] would need to direct any further concerns with her least to WhyNotLease it as we cannot assist furtherStore 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 aboveIn 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 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 (XXX) XXX-XXXX

Complaint: [redacted] I am rejecting this response because: The whole reason I am not satisfied with the way the company handled this situation stems from the offer they "gave" meThat 10% discount was only available under one condition: I had to order the item again at that moment, and send the broken item back in the package it arrived inSo in essence I had to pay $for the item, and then pay $again for the new oneI would have been carrying roughly $in charges on my credit card for one itemThat is why I could not accept such an offerThey also told me that if I returned it to the store I would receive a full refundI did notI was told I could only get a gift card Sincerely, Joseph [redacted]

February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding some ornaments he ordered recently As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr [redacted] case as a courtesy, and we are sending a $gift card to his home addressThe gift card should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]