Sears Holdings Corporation

Revdex.com: The check has been receivedThank you for helping to resolve this matter 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, Stacy [redacted]

October 23, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed investigation of M [redacted] complaint regarding the mattress set that he purchased on July 21, As clarification, Sears' return policy for mattresses when this purchase was made was 60-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refundOnce that time frame has passed a refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacementThere is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claimWhen our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail After reviewing Mr [redacted] complaint and our records, we were able to determine that August 28, a one-time courtesy exchange was processed for Mr [redacted] for the requested item number that was provided by himIn Mr [redacted] complaint, he is requesting a second exchange or returnUnfortunately, we are not able to honor his request as he is outside the return windowIf Mr [redacted] would like to submit a warranty exchange request, he may contact our warranty department and we would gladly assist him and provide him with a step by step process to determine if he qualifiesWe ask Mr [redacted] to contact our warranty department at [redacted] to have his warranty exchange request processedAt this time, since we have provided with a direct line to assist him further, we have closed our files 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 [redacted]

November 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Air Duct Cleaning.First, we would like to apologize to [redacted] for failing her expectations in regard to a recent duct cleaningAdditionally, 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 Upon receiving [redacted] complaint, we forwarded the matter to [redacted] with Sears Duct Cleaning [redacted] subsequently contacted the local office for assistance The local office responded that they reached an agreement with [redacted] On October 28, 2015, [redacted] was issued a refund of $ With that said, since it is our understanding that [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]

Contact Name and Title: [redacted] October 19, [redacted] North Wabash Ave., Ste# Chicago, IL [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 when she recently scheduled a repair for her refrigeratorAdditionally, we would like to assure [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 [redacted] concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within [redacted] complaint, so that future problems can be averted On October 2015, [redacted] with unit [redacted] spoke with [redacted] regarding her concerns [redacted] indicated that a technician from a local service provider already examined her refrigerator and cleared some ice that had formed which was preventing the fan from working [redacted] went on to say that the refrigerator was working satisfactory at this time and she did not want to schedule serviceWhile [redacted] is not entitled to a refund of the service call, we are willing to provide her with a 50% refund as a one-time courtesy [redacted] is welcome to send a copy of the bill to [redacted] Once the documentation is received and reviewed, the aforementioned refund will be processedWith that said, since we have documented [redacted] concerns with the repair process and proposed a fair resolution, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

December 9, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– David N***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his disssatisfaction with our customer service and failure to deliver his range on the expected date.It is unfortunate that we failed Mr***’s expectations when he recently purchased a range with delivery service from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, Executive Member Services spoke with Mr [redacted] in reference to his concerns, confirmed the delivery of his range on December 9, 2015, and offered him a credit of $ as an apology for this issue Mr [redacted] accepted this offer and indicated that it met with his approval As such, his check is expected to ship this week and arrive at the address he provided within fifteen business days At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr***’s comments and an equitable resolution has been providedWe 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 [redacted] 1-800-762-Ext***

Initial Business Response / [redacted] (1000, 11, 2015/10/22) */ October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs[redacted] complaint regarding her Sears Auto Center experience It is unfortunate that we failed Mrs[redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWhile we feel the incident she described was likely the result of an innocent oversight by our technician, we can assure Mrs[redacted] that we do not take such issues lightlyHer concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mrs[redacted] may have experienced and hope that in the future she will allow us an opportunity to provide her 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 possibleWe respectfully ask to have this matter closed, since we have forwarded Mrs[redacted] comments to the appropriate parties and no further resolution was requested 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We purchased a new washer and dryer from Sears approxdays agoWe owned it for days and the mother board went out on the washerOk that sucks but that isn't Sears's fault, I get thatHowever, the respond from the GM there was embarrassing to say the leastI explained to him that we have my wife and I and boys and my wife's brother is also living with us so I asked him if we could simply bring this one back and exchange it for another one? He said noFYI I run a [redacted] store in the same town and we exchange cars for people in this situation so a washer should be no problem! So fast forward after getting no where with him to now since it is under warranty Sears ordered a new part for it...it took a few days to get and then a few days for the tech to show up and then IT'S the Wrong Part! Soooooo still no washer still and my wife has to go to a laundry mat ( embarrassing !! ) Sears orders a new part and it takes a couple days to show up and a day for the tech to come out and YES you guessed it...IT'S the Wrong Part again! So we have now almost had a NON-Working Washer as LONG as we have had a Working washing machine! I really hate to complain but this is embarrassing and the GM of the store seams like he could care less

December 15, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Lashonda N [redacted] - # 10953363Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services.Upon researching Ms [redacted] ’s concerns, we found several notes in her most recent service orders indicating that the technicians were being subjected to profanity and harassment from her husband One service order was actually closed by the Technical Manager and noted to not permit further service As clarification, while Ms [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, there are certain limitations noted within the coverage Below is an excerpt that pertains to the current situation:SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions .Sears Repair will not be required to proceed until you remedy the applicable cause In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this Agreement.If Ms [redacted] ’s husband persists in his behavior and continues to subject the technicians to a threatening and hostile environment, we will be left with no choice but to cancel the MPA and issue a full refund However, if Ms [redacted] feels that she can ensure that there will be no further incidents, she can schedule another appointment In the interim, since we have explained our position on this matter, we ask that this complaint be closed.We appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dryer First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dryer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Although Ms [redacted] dryer is repairable; the part needed to complete the repair arrived severely damaged Rather than reorder the part and delay Ms [redacted] repair any longer, we offered to exchange the dryer under warranty Ms [redacted] agreed and selected the same unit Currently, the new dryer is scheduled for delivery on June 8, Since it is our understanding the Ms [redacted] is satisfied with the aforementioned resolution, 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

This is in regards to an experience I had on May 7th at approx pm in the children's dept in the Sears store in Watchung NJ First let me say that the prices are decent and its convenient to go to as I live right near by, but if the level of customer service has dropped to a new low there then I certainly will not be making a repeat visit Today was one of the worst customer service experiences I have had in my life if not the worst I had already been helped with my transaction in the children's dept and one item was untagged The associated stated it would need a tag before I could purchase itOkay fine so I went to look for another one and stood back in line Stood in line waited for my turn againmin later an associate by the name of Njawaba had finished her transaction with her spanish speaking customer Or so I thought Apparently the customer proceeded to ask her a bevy of questions re: receipt, pricing/salesitems etc (took about another two min) Great! Finally my turn Oh no wait the customer was not happy with the color choice of her wallet Another conversation ensued =Instead of paging someone or asking for someone else's help or asking the customer to wait while she tended to the line (which is what a cashier should do) she left her post When I proceeded to ask if she could please check me out for my one item, she motioned me to a cashier across the way stating they would helpI left the lineWalked across and no one was there! I went back forced to stand in the back of the line I stated to other associate no one was thereShe said " oh she sent you over there she should know no one is there Are you sure she told you to go over there?" I replied, "yes I have a good command of the english language" The associate came back line is still not moving and proceeded to have a conversation with her wallet customersi understand that sometimes people click , and that's all well and good, but when you have people waiting in line you have to keep things movingAnd I said "I have been waiting in line for min for one item can you please keep it moving." She proceededTo be honest I do not know wether or not she heard me but her fellow cashier who was also helping someone for an increasingly long time didI said to her, " You guys have to keep it movingor get some help or tell us where we could goI'm thinking she should be done with this customer but they are over there chatting and laughing while we wait" So NOW Njawaba hears me and said , "wait are you talking about me ? Am I not allowed to laugh now while Im at work" I said, you just can't keep people waiting like this while you do I went up to her register finally the customers walked away She continued to mutter "oh so now I can't laugh at work" OK NOW ..as a customer this is a very disrespectful instigating move I said to her I have been waiting forever yes while you talk to the customers She began to raise her voiceI told her and on top of that you sent me to a cashier that does not exist She said to me "OK Im done with you I don't know what your problem is( SHE WAS YELLING) I told her to "tone it down" She said I DONT KNOW WHAT YOUR PROBLEM ISI said okay if you could yell I could certainly yell too "What is your name and manager ? I want a manager because she is obviously yelling and that is not how you talk to people Her associate had to tell her to come it down because she was still yelling Told her to switch spots BECAUSE SHE WAS Still yelling I waited for the managerShe just kept on saying while I was waiting "Im so done with youYou know what Im so done with you" I said okay thanks ill let your manager know She said , "I don't even care go ahead I waited for the manager He was very nice and cordial and heard my story and it is much appreciated AND HARDLY EVER REVIEW usually I review things that I like but I am taking the time because that woman has no business in customer service and most definitely does not belong in the children's dept Your mgr did the best he could I understand one person is not the reflection of the business so I will not review your business poorly

May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We would like to apologize to [redacted] for any misunderstanding A gift card for $has been issued to his home address and it should arrive within 10-business daysSince we have provided [redacted] with what he was due, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

February 17, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Raymond L [redacted] - # [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with the customer service he received at his local Sears Auto Center It is unfortunate that we failed to meet Mr***’s expectations in regard to the customer service he received during his recent visit to his local Sears Auto CenterWe value Mr***’s patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrationsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to District Manager Leonso Angiano and Auto Center Manager Griselda [redacted] for review It is our understanding that Mr [redacted] was contacted regarding his concerns by Ms [redacted] on February 15, Unfortunately, although Ms [redacted] assured Mr [redacted] that she would coach her associates to ensure that the proper protocol is followed, Mr [redacted] indicated that he would not be returning to Sears Auto Center Again, we would like to assure Mr [redacted] that we have taken his concerns very seriously With that said, since we have noted Mr***’s valuable feedback and contacted him as requested, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Sears stores used to be a great place to buy an appliance but now they suck, pardon my language it could have been worse Second time in the last years I've bought an appliance from them and had a problem with delivery I should have learned from the first time Mark my word, if you buy an appliance from them you will have a delivery problem Never again

July 19, [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 technician’s failure to contact him before arrival It is unfortunate that we failed Mr [redacted] expectations when he recently requested repair services from SearsWe value Mr [redacted] patronage and can understand his frustration with the events detailed in his letterWe can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, [redacted] ***, Customer Support Manager for Mr [redacted] local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, However, Mr [redacted] did not answer and did not have a voice mail account set up; therefore, we could not leave any messages At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr [redacted] refrigerator was working to the manufacturer’s specifications afterward Since we have not had the opportunity to speak with Mr [redacted] directly, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] 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] ***

December 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery and installation of his elliptical It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of his new ellipticalWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, the return was completed on December 7, and we confirmed that the credit was issued on December 20, The credit should post to his account within business day For [redacted] inconvenience and to assist with the interest charges that he incurred due to the delivery delays, we offered him a $gift card [redacted] accepted the offer and he should receive the gift card via email within business days With that being said, since we have addressed the issues brought forth in [redacted] complaint, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his range For customer satisfaction reasons only we have processed an exchange for Mr [redacted] with delivery scheduled for November 2, It is important to note that whether Mr [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a lineIf he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warrantyThese instructions are for the safety of our customers and Sears will not violate themIf we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with managementIt is also important that Mr [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectifiedThat being said since we have exchanged the range as Mr [redacted] has requested we have closed this case We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 14, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and non-receipt of the item he ordered It is unfortunate that we failed Mr [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we would like to note that the merchandise will not ship until the order has completed the processing stage which was on December 29, [redacted] began the shipping process on January 4, 2016, and the item was delivered on January 5, Sears Online offered a 10% discount which was applied on December 31, Accordingly, a refund of $was applied to Mr [redacted] Shop Your Way Reward account and $was applied to his [redacted] card ending in [redacted] bringing his total discount to $For Mr [redacted] records the sales adjustment receipt number is [redacted] We have documented that this process did not meet Mr [redacted] needs, and we do compile this information to determine whether changes are warranted to satisfy our customer’s needs and our own business objectivesAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [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

Initial Business Response / [redacted] (1000, 11, 2015/09/09) */ Contact Name and Title: [redacted] Contact Email: [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding alleged damage to his refrigerator door Upon receiving Mr[redacted] complaint, we escalated his concerns to [redacted] District Service ManagerMr[redacted] verified that the technician sent out to assess any damages to the refrigerator door was assaulted by Mr [redacted] Our technician's safety is our utmost concern and we will not tolerate any physical confrontations of any kindBecause of this incidence, Mr[redacted] account has been flagged and we will not be sending any further technicians to his homeThat being said, because we have explained that our technician was assaulted and therefore no further technicians will be coming to Mr[redacted] home, we have closed our file 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]

January 27, class="InsideAddress"> [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding the repair of her microwave Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] , Territory Member Advocate Team, who states the following: I have attempted to reach Ms [redacted] via telephone and I have left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact me at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We 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 concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Cameron [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding service for her Kenmore oven Upon receipt of Mr [redacted] 's complaint, we found that she had previously been in contact with MsShelby [redacted] in our escalated complaint departmentWhen Ms [redacted] contacted Ms [redacted] she spoke to Mr [redacted] who confirmed that the oven had been repaired and all was working wellIf Mr [redacted] is still in need of assistance they can contact Ms [redacted] directly at 888-266-ext**Since it is our understanding that the oven is now in working order and we have provided the contact information of Ms [redacted] 's case manager if she is still in need of assistance we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com