Sears Holdings Corporation

Complaint: [redacted] I am rejecting this response because: I agree with the response that this is a system issueBut, I don't agree that nothing can be done "when the registers don't syncKmart/Sears has a ethical and legal duty to fully enforce their written chech cashing policyThe registers and equipment is clearly old and outdatedThe logical requested solution is to provide at least functional register for the store!!! All necessary steps must be taken immediatelyI am being put under unnecessary duress worrying whether I will be publically embarrassed at the store on the line after my check is not cashedThis problem doesn't happen at any NYC banks or check cashing establishments, only KmartFurthermore, the response fails to address compensation for future damages if this situation should occur againAll the enclosed issues,worries,and concerns must be directly addressed on response.Sincerely, [redacted]

May 5, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her laundry center Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] ***In accordance with [redacted] request, we scheduled a senior technician to examine her dryer On May 4, 2016, the technician examined the dryer and found no mechanical problems with the unitHowever, he found that the lint trap was dirty, which he subsequently cleaned Additionally, he found that [redacted] was not drying the clothes properly; she was not using the correct setting and mixing clothes with towels He instructed [redacted] to dry the towels separately and what settings to use Based upon the technician’s findings, a replacement laundry center is not warranted As this decision is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Marion Taylor # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her televisionPer the terms and conditions of the Master Protection Agreement (MPA) covering Ms [redacted] television, it has been approved for replacementAll Ms [redacted] needs to do is to go to her local Sears and advise her electronics sales associate that her TV has been approved for replacementThe authorization is linked to her home phone number ending in ***The sales associate will assist Ms [redacted] in selecting a replacement televisionSince we have approved Ms [redacted] television for replacement, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

January 12, 11pt;"> [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the VIP reward items she was supposed to receive We first want to thank Ms [redacted] for her patronageThat said, tracking records reflect that the package in question as was delivered via [redacted] on December 22, and left on her front door at 6:10PMIf there is an issue with this tracking, Ms [redacted] may contact me during business hours at [redacted] during business hoursWe will open a claim with [redacted] and resolve the issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]

June 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart 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 days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the blouse on May 2, 2016, and then attempted to return it on June 7, 2016, she was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Kmart is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

February 1, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a food loss claim First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigerator Upon researching Mr [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $on Mr [redacted] behalf Accordingly, a check request has been processed, so Mr [redacted] can expect a $check in the next two weeks Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr [redacted] new refrigerator; the coverage expires on September 22, With that said, since we have documented Mr [redacted] concerns and issued the requested food loss check, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

THIS IS THE WORST COMPANY TO DO BUSINESS WITH THEY HAVE RUINED MY CHRISTMAS I ORDERED A SCAN TOOL FOR MY FIANCE FOR CHRISTMAS I RECEIVED A PACK OF NAILS I CONTACTED SEARS AND THEY TOLD ME THAT I HAD TO GO TO [redacted] AND PAY TO HAVE THE NAILS RETURNED AND THEN THEY WOULD GIVE ME A REFUND I HAD [redacted] COME TO MY HOUSE AND PICK UP THE NAILS IN GOOD FAITH I THOUGHT THAT SEARS WAS AN HONEST COMPANY AND I ORDERED A SECOND CRAFTSMAN SCAN TOOL KNOWING THAT I WOULD BE REFUNDED FOR THE PACK OF NAILS FROM THE FIRST ORDER GUESS WHAT IT HAS NOW BEEN DAYS SINCE [redacted] PICKED UP THE NAILS AND OF COURSE NO REFUND NO E MAIL TO SAY THAT SEARS RECEIVED THE NAILS BACK AND I AM OUT OVER $NOT INCLUDING THE FACT THAT I HAD TO PAY TO RETURN THE NAILS THAT WERE SHIPPED IN ERROR SEARS HAS RUINED MY CHRISTMAS I WILL TELL EVEYONE I KNOW TO PROTECT THEM, DO NOT ORDER ON LINE FROM SEARS YOU WILL BE LET DOWN AND YOU WILL WILL HAVE TO PAY FOR THEIR ERRORS I WANT MY MONEY BACK AND I PRAY THAT NO ONE HAS TO END UP HAVING SUCH A POOR EXPERIENCE AT CHRISTMAS LIKE I HAVE SEARS HAS ACTUALLY STOLEN FROM ME WHERE IS MY MONEY ARE THERE ANY ATTORNEYS OUT THERE THAT CAN HELP THIS BUSINESS SHOULD BE SHUT DOWN

July 5, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we show that Ms [redacted] made several attempts to work with the seller with no successTherefore, to resolve this matter we processed a refund request today July 5, Ms [redacted] should see the refund post to her original form of payment within to business daysAdditionally, she may either keep or dispose of the item to her discretionIn closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Contact Name and Title: [redacted] Contact Phone: [redacted] October 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his online order After researching the notes in [redacted] online order, we found that he placed an order with a Third Party Marketplace vendor [redacted] ***, email [redacted] and phone ( [redacted] It should be noted that marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesAccording to Sears Online, they contacted the merchant and were informed that a refund was processed on October 21, Additionally, the refund will take approximately 10-business days to receiveTherefore, we are asking that [redacted] contact us via email at [redacted] or by telephone at ( [redacted] to let us know if he has not received the refund by November 6, 2015, so that we may research this furtherIn the interim, we respectfully ask to have this matter closed, pending the receipt of [redacted] refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

Contact Name and Title: [redacted] Contact Email: ***[redacted] @searshc.com October 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding the repair of his refrigerator Upon receiving Mr [redacted] ' complaint, we would like to apologize that his refrigerator has failed so soonPer his service records, it appears as though the technician feels that the filter should be replacedIt should be noted that filters are not covered under warranty or protection agreementThat being said, because we value Mr [redacted] ' patronage, we have agreed to give him a gift card in the amount of $to use towards of a filterThe gift card will be received in 7-business days to the address listed on this complaintBecause we have processed a gift card for Mr [redacted] , we respectfully request 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 Complaints Specialist [redacted] ***[redacted] @searshc.com

Purchased a battery (UPC **SSN**09) online from Sears for local pickup on 05Sep Later that evening I received an Email indicating that my order had been cancelled because the item was not in stock at the store I had selected I had only selected batteries to choose from at the local Sears store that were in stock so this was surprising I stopped by the store on 06Separound 6:30pm and discovered that there were three of these exact batteries on the shelf I talked to an automotive person about the battery and my purchase He said he could match the online purchase price but not the points The price was $(after taxes and points and coupons) and I was to receive $back in points after the purchase I took screen captures of all the info as proof I called customer service tonight Got transferred to three different people The first person was easy to understand but said there was nothing she could do to help me The second person was extremely hard to understand and said that because this was an automotive purchase there was nothing he could do and he would need to transfer me The last lady was VERY rude and would not stop talking She jumped from topic to topic telling me all the things I did wrong in placing my order on their website She first said I tried to apply the wrong coupon to my order She then said that I had placed too many coupons on my order She asked me to provide all the coupon numbers that I had applied When I placed the order I simply applied the coupons that were in my account - I didn't type in any coupon numbers at all So basically it was my fault She said there was nothing she could do and would not honor the price with the points back So I was told that the order was not in stock (via email) which was not true I was also told that my order was cancelled because I applied incorrect coupons to my order Shouldn't a web site reject incorrect and non-applicable coupons (like most reputable sites do)? I certainly wasn't trying to scam the site or do anything unethical I just applied coupons that were already in my account!! Coupons that were provide by the Sears web site! It is truly sad to see this once great company fall apart like it has But I'll certainly be purchasing my car battery somewhere else I have a garage FULL of craftsman tools and accessories and a kitchen and basement filled with Kenmore appliances I've never been so frustrated with a purchase and this has now pushed me enough so I'm saying goodbye to Sears I know enough to take screen captures of online purchases because of all the errors on their site but they've always honored their errors Not this time I have no plans on purchasing anything in store or online again in the future

June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] : We have completed the investigation of Ms [redacted] complaint on behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period We apologize if Ms***r was misinformed that the washer will only fill ¼ of the wayThe [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per loadFurthermore, the manual states that the consumer should use HE detergentAlso, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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 days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***r, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms***r 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]

I orded a stove top from Sears on 11/ They promised delivery by 12/ On 12/they not only had not delivered, but called to say they had broken the glass top and would refund my account That never happened It has been WEEKS!!!!!! Every time I call (different times) I am told a manager will call me about my refund This has not happened How do I get my money back for merchandise that was never delivered??

Contact Name and Title: [redacted] Contact Email: [redacted] October 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of his oven Upon receiving [redacted] complaint, we researched her concerns and would like to note that her home warranty was cancelled on September 17, This means that she does not currently have any coverage through our Home WarrantyWe do show that [redacted] is scheduled to have repair on November 7, on her ovenWe apologize for any confusion that [redacted] may have hadThat being said, because [redacted] Home Warranty has been cancelled per her request, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]

October 11, Nita [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Nancy [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairUpon receiving Ms***’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms [redacted] in regard to yesterday’s service callDuring the call, Ms [redacted] advised that she just purchased a new washer Ms [redacted] subsequently told Ms [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her Ms [redacted] should receive the check in the next five to seven days Since it is our understanding that the aforementioned resolution meets with Ms***’ approval, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Hello [redacted] The email address I provided you with is validPlease supply the part number you need and I will verify if it is unavailableIf it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contractIf the part is available, then you will need to have the item repaired; we can set this upI will wait for your response with the part numberSincerely, [redacted] *** [redacted]

November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] ’ complaint regarding her dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly While several repair attempts were made to [redacted] ’ washer, the unit was approved for replacement on November 2, Our records show that [redacted] reselected on November 3, 2015, and received the new washer on November 4, In addition to replacing [redacted] washer, we have processed a request for laundry reimbursement for customer satisfaction [redacted] should receive a check for $within the next two weeksWith that said, since we have provided [redacted] with an equitable resolution, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]

October 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Jahmie L [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his box spring Store Manager Christopher [redacted] provided the following res***e: We have made arrangements to provide Mr [redacted] with the correct box springShould Mr [redacted] have any further questions I (Christopher) may be reached during business hours at (***) [redacted] In [redacted] 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] Regulatory Complaint Specialist Sears Holdings CorporationTell us why here

July 14, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request for a refund of the diagnostic fee At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completedIt simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee We apologize for any misunderstanding regarding the trip charge but Mr [redacted] is not entitled to a refundWith that said, since Mr [redacted] was previously offered $in Shop Your Way Reward points, but declined, we are willing to issue a $credit to Mr [redacted] account as an alternative resolution If Mr [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr [redacted] request, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 10, 2015/09/09) */ Contact Name and Title: [redacted] September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing his expectations in regard to the repair of his washerAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be avertedOn August 8, 2015, the technician examined Mr[redacted] washer and found that the lid was not closing properlyOnce the adjustment was made, the technician closed the service order as completeAgain, we sincerely regret any frustration this situation may have caused Mr***With that said, since we have completed the repair to Mr[redacted] washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist