January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 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 when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Upon researching Ms. [redacted] complaint, we found that she has been working with our Executive Member Services (EMS) group. Our records show that EMS processed an even exchange for Ms. [redacted] on January 27, 2017, and the new refrigerator was delivered on January 31, 2017. Additionally, EMS will be following up with Ms. [redacted] to ensure her satisfaction. In the interim, since a fair resolution has been provided for Ms. [redacted], 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
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Oscar O. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her treadmill. We...
have spoken with the manufacturer, [redacted] and they are willing to provide Mr. [redacted] with the pieces needed to fix the issue as well as a gift card for half of the value of his purchase price. We ask that Mr. [redacted] contact National Sales Director J.R. [redacted] during normal business hours at [redacted]) [redacted]. 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] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her Sears.com order. We have reviewed both sears.com’s response and Ms. [redacted] rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive. In reference to Ms. [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order. We would also again like to mention that our records show that Ms. [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agent. Ms. [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them. Unfortunately, we are unable to further assist Ms. [redacted] with this issue until we have received the requested information. 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]
March 21, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: [redacted] * Charnetta H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her washer/dryer combo unit. Upon investigation of Ms. H[redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacement. However, we could not find that this was communicated to Ms. H[redacted]. Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, 2018. Should Ms. H[redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z[redacted]. With that said, since we are waiting to follow up with Ms. H[redacted] after her completed delivery. We have closed our file. We apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints Tell us why here...
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. While [redacted] does not carry a protection agreement that offers food loss in the event of a product failure, we have processed a $200.00 reimbursement check as a one-time customer courtesy. The check request was submitted on March 21, 2016, so [redacted] should receive it in the next two weeks. With that said, since we have documented [redacted] concerns with his refrigerator failure and processed his requested food loss reimbursement, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 23, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No:[redacted]- Alice [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter provides you an...
update regarding Ms. [redacted] complaint. We are working to reach an amicable resolution that all parties can accept. I will provide an update accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension [redacted] or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Alice [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution (with the corrected amount of $100 to place price below competitor [redacted] per Mr. [redacted] is satisfactory to me.
Sincerely,
[redacted]
August 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: George [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon reviewing Mr. [redacted]’s complaint and the notes in his service order, we decided to honor his request for customer satisfaction. Accordingly, we contacted our Protection Agreement department to have the Service Smart Agreement (SSA) refunded in full. A credit for $248.72 was processed on August 24, 2016, and should post to Mr. [redacted]’s Visa account ending in [redacted] within the next five to seven days. Additionally, we have submitted a credit request for $33.44 as reimbursement for the monies Mr. [redacted] paid for the washer repair that was never completed. This credit should post to his Visa account ending in [redacted] within a week. With that said, since we have provided Mr. [redacted] with his requested resolution and documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: My first contact was with the Sears store in Topeka, Kansas on June 26th and on the same date I called the Parts and Repair Service Center at Sears. I explained the problem to them and the message that was on the refrigerator board. The message was "rdH" and I was told that it needed a new water filter. Since it was to late and store was closed I was forced to wait until the next day to purchase a new water filter. I replaced it on June 27rh and it wasn't very long and the same message appeared on the refrigerator. I again called Sears and they told me it was a relay to the heater that controlled the defrosting of the refrigerator and a technician would have to check it out. By this time I didn't have much trust in the results of my calls to Sears so I called the store to get the telephone number to a repair person that use and recommend. I called him and he said that it could be a number of problems and that he would have to check out the refrigerator before he could give me an estimate for the repair. At that point I decided purchase the Sears Appliance Warranty with the hope of getting my repair completed quicker. of course this did not happen. I don't believe or agree that this type of service complies with Sears service guarantee when I was told that when service is contacted tat the service in normally completed within 48 hours of the call. This what I an [redacted]et about:1. June 30-July 8-Our call into Sears that took 8 days to schedule a technician. We were without our refrigerator from June 26th and realize Sears didn't get the request for a technician until June 30th which makes it 8 days before Sears can even get some out to check out the problem. We were without our refrigerator for 10 days to this point and had to store our food with neighbors or take a loss for all the food. 2. July 8-July 13-It took 5 days to get a part when it was an emergency order. This does not reflect and emergency shipment in my estimation. If someone is in need of a part there is overnight service that is available. If you or anyone was without a refrigerator that long it shows that customer service is not a priority with Sears. I was told when I purchased the Sears Appliance Warranty I was told what the program consists of and the coverage that it covered and didn't cover. The problem again is that I was told that the normal response to a service call is 48 hours from the time the call was received or sometimes quicker. This must have been an error on Sears since the time frame that Sears did my repair was within Sears service guarantee. The service technician did his job in an excellent manner and gave us his direct telephone number so we could call him when the part arrived. We called him and he responded the same day. I feel that I should be compensated for this type of service as it 13 days from the time of the call in to the completed repair is very extreme. If Sears feels like they did there best to take care of a customer, then they will continue to lose more customers.
Sincerely,
[redacted]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of...
her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Ms. [redacted] could have simply followed the instructions printed on the receipt. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the washer on May 6, 2016, and attempted to exchange it on June 10, 2016, she was over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one year warranty for parts and labor to service the washer. According to our records, on July 16, 2016 our technician assessed the washer and found that it had an over-load fault code. Our technician cleared the code and recalibrated the washer. He then provided Ms. [redacted] instructions on usage. Ms. [redacted] called for service again, and on August 18, 2016 another technician was sent to assess the washer. Our technician reported that there was no problem found with the washer. He was unable to verify Ms. [redacted]’s complaint regarding a ticking noise and water in the control panel. He found no fault codes and noted that Ms. [redacted] is just unhappy with the operation of the washer. As far as Ms. [redacted]’s request for an exchange is concern, we did not find this was warranted, particularly since the washer is operational.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created...
by Sears Holding concerning the installation of the replacement cook top. I have dealt with a literal nightmare with Sears over a cook top replacement. I have 7 Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollars. I purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of time. However when my cook top had major issues and 3 Sears technicians deemed it needed to be replaced I had to endure almost 8 weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over 2 weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within 200 miles of my location here in Fredericksburg Virginia which is 50 miles from our Capital city of Richmond Virginia and 50 miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the 200 mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $199 when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliances. Sears contacted me on March 15th saying they had an installer who would contact me in 24 hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan Contract. Also Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on 3 months now without a cook top and my having 3 small kids in the home and a mother I'm caring for with [redacted] Disease. I purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January 2017. It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a 200 mile radius in my area. You or Sears Holding can contact me at [redacted]Thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Mark H[redacted]
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Rewards (SYWR) account. Unfortunately, there was a system error and some orders, including Mr. [redacted] had to be reprocessed. That said, our records reflect that on November 18, 2016, his account was credited with the base points he had earned and then on November 30, 2016, the bonus points were added. We apologize for the delay. have spoken with Mr. [redacted] in regard to this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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]
August 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Cody M. [redacted] Dear Ms. [redacted]: We have completed the investigation...
of Mr. [redacted]’s complaint regarding the suspension of his SYWR account. According to our records, there are at least 12 accounts linked to Mr. [redacted]’s home address set up under variations of different email addresses. This violates the terms of his SYWR membership as well as the terms of the sweepstakes he has been playing. If Mr. [redacted] can provide the membership number under which he claims the points in question were supposed to be earned, we would be willing to review the matter further. However, we want to stress again that he is violation of the terms of the program. Mr. [redacted] may contact me via email at Tammie.[redacted]@searshc.com with this information if he wishes. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]-[redacted] Tammie.[redacted]@searshc.com
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
his refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we reviewed our service system and confirmed that he was scheduled for a follow-up service call on November 7, 2016. On the day of service, the technician found an issue with the fan wiring harness. He replaced the part and completed the repair; Mr. [redacted] was not charged for this secondary repair. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]s rebuttal.
We have reviewed both our response and [redacted]s rebuttal, and we do not find that he has brought any new information to his complaint. [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer. [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator working. When the service technician arrived on October 8, 2015 he found this part would not fix [redacted]s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes 28 separate parts; this was installed on October 16, 2015. These parts are available to view online at the Sears Parts Direct website. All [redacted]s need do is put in his model number and the name of the part he would like to view.
While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhere. In light of outcome of that call and to prevent upsetting [redacted]ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, 2015. This offer remains open for 30 days until November 20, 2015. Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
November 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the onesies online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the onesies on May 2, 2016, and then attempted to return them on September 2, 2016, she was clearly over the 30-day “hassle-free” return period.
Ms. [redacted] stated that she mailed a complaint letter along with the onesies via USPS Priority to our corporate office in Hoffman, Illinois. We contacted Ms. [redacted] and requested the tracking number so that we could return her package. Ms. [redacted] was unable to provide the tracking number. We advised her that we needed proof that we received it, and without the tracking number we would not be able to locate her package or return it.
We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
October 3, 2016
[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 his dissatisfaction with the multiple service...
attempts on his tractor and it continues to have the same issue.
We apologize that Mr. [redacted] tractor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after we have made multiple attempts to service the tractor and it continues to have the same issue.
Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] Customer Service Rep with Commercial Sales, to assist with Mr. [redacted] concerns. She reviewed the service history on the tractor and determined that Mr. [redacted] is warranted a replacement tractor. However, a tractor is considered a seasonal item and availability for a replacement tractor is scarce. Therefore, Ms. [redacted] contacted Mr. [redacted] and offered to return the tractor for a refund; Mr. [redacted] has accepted the offer and a pick-up of the tractor has been scheduled. With that being said, since it is our understanding that a return of the tractor for a refund is a resolution that has met with Mr. [redacted] approval, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and...
request for an immediate refund. [redacted], District Manager for Unit [redacted], provided the following response: It is unfortunate that we failed [redacted] expectations as we value his patronage. After researching this matter further, the store was able to find the mixer in question. We have left a couple of messages for [redacted] to contact us back. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, we ask that he contact us directly at [redacted] or the store at ([redacted]. In the interim, we have noted [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 21, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10980126–Amy [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint concerning a recent order....
According to our records, Ms. [redacted] placed a second order on December 7, 2015 for the drill bits and she was given free shipping automatically. We want to apologize to Ms. [redacted] as this should not have been so difficult to resolve. Since it appears that Ms. [redacted] has received the resolution that she had requested, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 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 when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Upon researching Ms. [redacted] complaint, we found that she has been working with our Executive Member Services (EMS) group. Our records show that EMS processed an even exchange for Ms. [redacted] on January 27, 2017, and the new refrigerator was delivered on January 31, 2017. Additionally, EMS will be following up with Ms. [redacted] to ensure her satisfaction. In the interim, since a fair resolution has been provided for Ms. [redacted], 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
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Oscar O. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her treadmill. We...
have spoken with the manufacturer, [redacted] and they are willing to provide Mr. [redacted] with the pieces needed to fix the issue as well as a gift card for half of the value of his purchase price. We ask that Mr. [redacted] contact National Sales Director J.R. [redacted] during normal business hours at [redacted]) [redacted]. 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] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her Sears.com order. We have reviewed both sears.com’s response and Ms. [redacted] rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive. In reference to Ms. [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order. We would also again like to mention that our records show that Ms. [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agent. Ms. [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them. Unfortunately, we are unable to further assist Ms. [redacted] with this issue until we have received the requested information. 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]
March 21, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: [redacted] * Charnetta H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her washer/dryer combo unit. Upon investigation of Ms. H[redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacement. However, we could not find that this was communicated to Ms. H[redacted]. Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, 2018. Should Ms. H[redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z[redacted]. With that said, since we are waiting to follow up with Ms. H[redacted] after her completed delivery. We have closed our file. We apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints Tell us why here...
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. While [redacted] does not carry a protection agreement that offers food loss in the event of a product failure, we have processed a $200.00 reimbursement check as a one-time customer courtesy. The check request was submitted on March 21, 2016, so [redacted] should receive it in the next two weeks. With that said, since we have documented [redacted] concerns with his refrigerator failure and processed his requested food loss reimbursement, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 23, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No:[redacted]- Alice [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter provides you an...
update regarding Ms. [redacted] complaint. We are working to reach an amicable resolution that all parties can accept. I will provide an update accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension [redacted] or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Alice [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution (with the corrected amount of $100 to place price below competitor [redacted] per Mr. [redacted] is satisfactory to me.
Sincerely,
[redacted]
August 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: George [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon reviewing Mr. [redacted]’s complaint and the notes in his service order, we decided to honor his request for customer satisfaction. Accordingly, we contacted our Protection Agreement department to have the Service Smart Agreement (SSA) refunded in full. A credit for $248.72 was processed on August 24, 2016, and should post to Mr. [redacted]’s Visa account ending in [redacted] within the next five to seven days. Additionally, we have submitted a credit request for $33.44 as reimbursement for the monies Mr. [redacted] paid for the washer repair that was never completed. This credit should post to his Visa account ending in [redacted] within a week. With that said, since we have provided Mr. [redacted] with his requested resolution and documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: My first contact was with the Sears store in Topeka, Kansas on June 26th and on the same date I called the Parts and Repair Service Center at Sears. I explained the problem to them and the message that was on the refrigerator board. The message was "rdH" and I was told that it needed a new water filter. Since it was to late and store was closed I was forced to wait until the next day to purchase a new water filter. I replaced it on June 27rh and it wasn't very long and the same message appeared on the refrigerator. I again called Sears and they told me it was a relay to the heater that controlled the defrosting of the refrigerator and a technician would have to check it out. By this time I didn't have much trust in the results of my calls to Sears so I called the store to get the telephone number to a repair person that use and recommend. I called him and he said that it could be a number of problems and that he would have to check out the refrigerator before he could give me an estimate for the repair. At that point I decided purchase the Sears Appliance Warranty with the hope of getting my repair completed quicker. of course this did not happen. I don't believe or agree that this type of service complies with Sears service guarantee when I was told that when service is contacted tat the service in normally completed within 48 hours of the call. This what I an [redacted]et about:1. June 30-July 8-Our call into Sears that took 8 days to schedule a technician. We were without our refrigerator from June 26th and realize Sears didn't get the request for a technician until June 30th which makes it 8 days before Sears can even get some out to check out the problem. We were without our refrigerator for 10 days to this point and had to store our food with neighbors or take a loss for all the food. 2. July 8-July 13-It took 5 days to get a part when it was an emergency order. This does not reflect and emergency shipment in my estimation. If someone is in need of a part there is overnight service that is available. If you or anyone was without a refrigerator that long it shows that customer service is not a priority with Sears. I was told when I purchased the Sears Appliance Warranty I was told what the program consists of and the coverage that it covered and didn't cover. The problem again is that I was told that the normal response to a service call is 48 hours from the time the call was received or sometimes quicker. This must have been an error on Sears since the time frame that Sears did my repair was within Sears service guarantee. The service technician did his job in an excellent manner and gave us his direct telephone number so we could call him when the part arrived. We called him and he responded the same day. I feel that I should be compensated for this type of service as it 13 days from the time of the call in to the completed repair is very extreme. If Sears feels like they did there best to take care of a customer, then they will continue to lose more customers.
Sincerely,
[redacted]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of...
her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Ms. [redacted] could have simply followed the instructions printed on the receipt. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the washer on May 6, 2016, and attempted to exchange it on June 10, 2016, she was over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one year warranty for parts and labor to service the washer. According to our records, on July 16, 2016 our technician assessed the washer and found that it had an over-load fault code. Our technician cleared the code and recalibrated the washer. He then provided Ms. [redacted] instructions on usage. Ms. [redacted] called for service again, and on August 18, 2016 another technician was sent to assess the washer. Our technician reported that there was no problem found with the washer. He was unable to verify Ms. [redacted]’s complaint regarding a ticking noise and water in the control panel. He found no fault codes and noted that Ms. [redacted] is just unhappy with the operation of the washer. As far as Ms. [redacted]’s request for an exchange is concern, we did not find this was warranted, particularly since the washer is operational.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created...
by Sears Holding concerning the installation of the replacement cook top. I have dealt with a literal nightmare with Sears over a cook top replacement. I have 7 Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollars. I purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of time. However when my cook top had major issues and 3 Sears technicians deemed it needed to be replaced I had to endure almost 8 weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over 2 weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within 200 miles of my location here in Fredericksburg Virginia which is 50 miles from our Capital city of Richmond Virginia and 50 miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the 200 mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $199 when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliances. Sears contacted me on March 15th saying they had an installer who would contact me in 24 hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan Contract. Also Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on 3 months now without a cook top and my having 3 small kids in the home and a mother I'm caring for with [redacted] Disease. I purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January 2017. It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a 200 mile radius in my area. You or Sears Holding can contact me at [redacted]Thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Mark H[redacted]
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Rewards (SYWR) account. Unfortunately, there was a system error and some orders, including Mr. [redacted] had to be reprocessed. That said, our records reflect that on November 18, 2016, his account was credited with the base points he had earned and then on November 30, 2016, the bonus points were added. We apologize for the delay. have spoken with Mr. [redacted] in regard to this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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]
August 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Cody M. [redacted] Dear Ms. [redacted]: We have completed the investigation...
of Mr. [redacted]’s complaint regarding the suspension of his SYWR account. According to our records, there are at least 12 accounts linked to Mr. [redacted]’s home address set up under variations of different email addresses. This violates the terms of his SYWR membership as well as the terms of the sweepstakes he has been playing. If Mr. [redacted] can provide the membership number under which he claims the points in question were supposed to be earned, we would be willing to review the matter further. However, we want to stress again that he is violation of the terms of the program. Mr. [redacted] may contact me via email at Tammie.[redacted]@searshc.com with this information if he wishes. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]-[redacted] Tammie.[redacted]@searshc.com
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
his refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we reviewed our service system and confirmed that he was scheduled for a follow-up service call on November 7, 2016. On the day of service, the technician found an issue with the fan wiring harness. He replaced the part and completed the repair; Mr. [redacted] was not charged for this secondary repair. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]s rebuttal.
We have reviewed both our response and [redacted]s rebuttal, and we do not find that he has brought any new information to his complaint. [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer. [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator working. When the service technician arrived on October 8, 2015 he found this part would not fix [redacted]s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes 28 separate parts; this was installed on October 16, 2015. These parts are available to view online at the Sears Parts Direct website. All [redacted]s need do is put in his model number and the name of the part he would like to view.
While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhere. In light of outcome of that call and to prevent upsetting [redacted]ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, 2015. This offer remains open for 30 days until November 20, 2015. Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
November 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the onesies online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the onesies on May 2, 2016, and then attempted to return them on September 2, 2016, she was clearly over the 30-day “hassle-free” return period.
Ms. [redacted] stated that she mailed a complaint letter along with the onesies via USPS Priority to our corporate office in Hoffman, Illinois. We contacted Ms. [redacted] and requested the tracking number so that we could return her package. Ms. [redacted] was unable to provide the tracking number. We advised her that we needed proof that we received it, and without the tracking number we would not be able to locate her package or return it.
We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
October 3, 2016
[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 his dissatisfaction with the multiple service...
attempts on his tractor and it continues to have the same issue.
We apologize that Mr. [redacted] tractor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after we have made multiple attempts to service the tractor and it continues to have the same issue.
Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] Customer Service Rep with Commercial Sales, to assist with Mr. [redacted] concerns. She reviewed the service history on the tractor and determined that Mr. [redacted] is warranted a replacement tractor. However, a tractor is considered a seasonal item and availability for a replacement tractor is scarce. Therefore, Ms. [redacted] contacted Mr. [redacted] and offered to return the tractor for a refund; Mr. [redacted] has accepted the offer and a pick-up of the tractor has been scheduled. With that being said, since it is our understanding that a return of the tractor for a refund is a resolution that has met with Mr. [redacted] approval, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and...
request for an immediate refund. [redacted], District Manager for Unit [redacted], provided the following response: It is unfortunate that we failed [redacted] expectations as we value his patronage. After researching this matter further, the store was able to find the mixer in question. We have left a couple of messages for [redacted] to contact us back. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, we ask that he contact us directly at [redacted] or the store at ([redacted]. In the interim, we have noted [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 21, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10980126–Amy [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint concerning a recent order....
According to our records, Ms. [redacted] placed a second order on December 7, 2015 for the drill bits and she was given free shipping automatically. We want to apologize to Ms. [redacted] as this should not have been so difficult to resolve. Since it appears that Ms. [redacted] has received the resolution that she had requested, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com