Sears Holdings Corporation

September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94565416- Donna ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her patio
furniture
We have spoken with Numark, the vendor who manufactures the furniture Ms*** purchasedThey have sent two chairs to Ms*** and they should arrive shortlyIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie***@searshc.com

I went to Sears on Saturday, August 15, to look at mattresses I went to Sears first because I grew up with my granny purchasing all our clothes, appliances, and other needs at Sears I remember her telling us that they had a good name and she trusted their businessThe sales associate was very helpful and patient with us She explained all the different types of beds and sales We tried out several beds and decided on oneI was concerned about making a purchase that day If it were to be on a better sale soon, I didn't want to be out the extra money The associate told us that the following day from 6-pm was customer appreciation day She said that if we purchased the mattress during that time and the mattress were to go on a better sell, we would receive the difference in rewards dollars She said that she would be leaving on the 16th at 4pm, so she would not be there when we came back I told her I didn't want to do that because she wouldn't get credit for her service in selling us the mattress She said she didn't mind However, I did not feel it fair to take away the sell from her She then suggested that I could purchase the mattress online between 6-pm and receive the customer appreciation perks She said she would email me the information so I could just click on it and it would allow me to put the items in my cart I took pictures of the mattress sale tag just in case there might be an issue with the email On this picture, it states the sale price and dates, which ended on the 16th of October We thanked her and leftWhen I got home, I opened the email and put the items in my cart so I would be prepared Sunday, the 16th, to make an easy purchase While adding my coupons to my cart, I noticed that the hour mattress sale coupon code didn't have an expiration or beginning date/time on it I created a chat with Sears and was assured that the sale would still be valid for the next several days and I would receive the mattress at the price I was telling him it was on my checkout cart I thanked him, had the transcript sent to my email, and took a screenshot of the checkout cart total and coupons being usedOn the 16th at 6:05pm I went online to purchase the mattress set I noticed that the price was higher than the previous day I immediately went on a chat with Sears I explained what was happening The person on the chat line told me that they could make the adjustment as soon as I made the purchase I made the purchase and continued the chat The person on the chat told me that they could only refund me $ I was very upset as I felt I was being scammed I explained that I had pictures, emails, and chat transcripts to prove the information The person on the chat line then told me that they could give me $and nothing more I told him that I wanted for Sears to honor their word and sales prices that I could prove shouldn't have ended yet He told me that he could do nothing more I asked to speak to someone who could help me and was told that nobody else could help me there I told him that I needed a number I could call to speak to someone who could help me as I was very upset and built up a lot of anxiety dealing with the issue I explained that I would have to call in the morning as I had to put my children to bed and I needed to de-stress from the situation, as I was on the chat for a long period of time He said that would be okay I then had the chat emailed to meI called the next morning, the 17th, to the customer service number I explained everything that had happened I explained to her that all I wanted was for Sears to honor their "word", which I could prove She told me that she could not do that I told her that I would like to speak to someone who could help me and that was above her She informed me that there was not anyone else that was higher that was there or that I could get a number to She told me that she could give me 10% off my total, but could NOT honor the sale price that I should have been sold I explained to her that I was still not happy about the situation ALL I WANTED WAS FOR SEARS TO HONOR THEIR WORD, WHICH I COULD PROVE! I was told that wasn't going to happen I was on the phone about an hour to realize that SEARS is NOT an honest companyI am sad to say that, unfortunately, I can NOT agree with the standard my granny shared with me about Sears I find it extremely disheartening that companies can promise one thing and do another For this reason, I do not feel that it would be right for me to purchase from Sears and it's affiliates any longer I am truly saddened as a consumer and to see morals continue to corrupt

Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL
align="left"> Re: Mindy ***#*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding a purchase made through ***Our office has been advised that Ms***’s order has been cancelled and a refund was processed back to her Visa card ending in Typically a consumer can expect a credit to post to a credit card within 3-days of processingWe truly apologize to Ms*** for the inconvenience noted in her complaintAt this time, since we have cancelled Ms***’s order and providing her with her desired resolution, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam ***
Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

May 18, ***
*** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding the service on his washerAfter reviewing the service history and discussing the issue with *** *** we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA)Ms*** has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with the *** approval, we have closed our fileWe apologize to the *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

January 7, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the non-receipt of a gift card Upon researching Ms*** concerns, we found that the last time she contacted Sears about the missing gift card was on November 30, 2015. The agent who spoke with Ms*** researched the gift card and found that it was issued via email on November 18, 2015. After confirming Ms*** email address and devaluing the first e-gift card, he had another e-gift card issuedIf Ms*** has not received the e-gift card, we will have to devalue it and issue another. However, this time an actual gift card will be mailed via regular mail. If Ms*** has not received the second $e-gift card, we ask that she check her Junk Mail folder before contacting us again, as sometimes the e-gift card is directed there In the event that a third gift card needs to be processed, it will be for the original amount of $40.00. While we empathize with Ms***, we will not be providing her with a $gift card, as the $gift cards have been processed and sent as promised; the issue may be with her email account. With that said, since we have confirmed that another $gift card has been sent to Ms***, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

October 2, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # - Tanya ***Dear Ms***:We have been unable to complete the investigation of Ms***'s complaint regarding the problems
she encountered with the delivery and service of her refrigerator; as well as her allegation of the damage to her wall and the refrigerator.Upon receipt of Ms***'s complaint we reached out to delivery business partners to assist with Ms***'s concerns regarding the damage claim to her wallWe received confirmation that a damage claim was filed in February The property damage claim was closed on 09/02/by the Shawn Ford, Market Manager for Delivery, due to lack of contact with Ms***The case was reopened on September 29, and we received confirmation that Ms*** has been contacted regarding the damage claim on her wallMs*** also mentioned that the refrigerator door and handles were scratched by our service technicianWe apologize for any inconvenience and frustration this experience may have caused Ms***We are willing to offer Ms*** a $credit on the purchase of the refrigerator if she would like to keep the refrigerator as is; or the other option is to exchange the refrigeratorWe made multiple attempts to contact Ms*** by phone and via the email listed on her complaintWe left voicemails with our contact informationSince she has not responded, we are unable to resolve Ms***'s issue until we have the opportunity to discuss the matter with herMs*** can contact *** *** at *** *** or via email at ***.***@searshc.com on or before October 15, if she would like to accept our offerIn the interim, we will consider this matter closed, pending her responseAgain, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** direct***.***@searshc.com

I called in to the customer service repair line and after being on a little hold a live person finally answersThis man had a lot of personal questions just to get a quote on evaluating my two riding mowersThen he wants my address and keeps repeating after I've given him my address that it's not like he's going to come to my house and do anythingHe made me feel very scared then put me on holdI waited minutes for the next person to answer so I could let them know what he had done but I was very upset and couldn't stay on any longer

NEVER purchase a Kenmore washer from SearsAfter years, their repairman said it would be $to repair a faulty ball bearing which completely ruined my washerSears Customer Service was HORRIBLE both online and over the phoneBy Sears outsourcing this function overseas, there were language issues which impaired communication, all CS reps had NO product knowledge and just read a script time and time againOne CS rep who actually was good to speak to could do NOTHING for me because mgmt did not care to give her any remedies for customers other than 10% discount on new machineTwo problems with that: 1) many machines on sale for 30% off, so thanks for NOTHING, and 2) unless Sears gave me a new machine, I would NEVER buy one! Do they really believe their $machines should only last two years? I think Sears should have stood behind their FAULTY machine after years, even though their warranty is only one yearI can see why they only warrant for one year, because the quality is HORRIBLESears, there are strong reasons why your business and your reputation are going down the tubes! You've earned that destiny!!

Contact Name and Title: *** ***
October 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL 60611*** *** *** * * ***
Dear Ms***:
We have completed our investigation Ms***
complaint regarding her dissatisfaction with her refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorPrior to our receipt of Ms*** complaint, our records show that our escalated customer service group, Customer Solutions (CS), processed an in-warranty exchange for Ms***She selected a new refrigerator on October 19, 2015, and CS processed the exchange under sales check ***Ms*** selected a different model of refrigerator and subsequently paid a cost difference of $Lastly, the new refrigerator is currently scheduled to be delivered on October 28, With that said, since Ms*** is receiving a new refrigerator, which is her requested resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

On Tuesday 8/at 9:pm I went in to Kmart to return an air mattress I bought and the manager in charge tells me no because it's a day policy when on the receipt clearly only states days
My husband gets upset because it's the second mattress with warranty we buy I ask the manager what can I do she says nothing but stare at me while tapping her fingernails so I ask her again and she tells me the policy is days that she can't do anything about it and she stares to the direction that her policy is place on This policy is place on the the returns cashier in small letter away from any customers view while what they print out for us says days
I'm actually quite upset of how I was treated by the manager she looked at me with a big attitude and just stare me down while tapping her fingernails I felt disrespected and I asked to please stop that I'm feeling uncomfortable of how she's looking at me and the tapping and she said no I can tapped them if I want and at this point I was not sure why she has that position with that attitude all I ask is for something be done about the policy to not hand us one that they don't follow and for the manager to get a better sense on how to treat not just customers but people with respect she didn't give me her name and was hiding her name tag and she walks away with really not caring about my situation while I was leaving she still stares me down

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> Dear *** *** We have completed our investigation of Mr*** complaint regarding his refrigerator We apologize that Mr*** refrigerator 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 the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Mr*** case he purchased his refrigerator on September 9, 2011, and the full manufacture warranty expired a year later on September 9, Mr*** also purchased a Sears Master Protection Agreement at the time of purchase giving him service coverage until November 9, Our records show the last service for Mr*** refrigerator was on July 22, We do show Mr*** called Sears on August 31, requesting a replacement for his refrigerator without any service to confirm he was still having issues and per the terms and conditions he did not qualify for a replacement at that timeWe did set service on that date for service on September 5, but when our service technician arrived there was no one home for the serviceOn September 12, we cancelled the open service order due to no contact from MrAlvaradoMr*** Master Protection agreement expired on November 9, and he choose not to renew it To expect Sears to bear the repair expense associated with a product that is out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr*** while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we will not be replacing or refunding his refrigerator, we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

March 10, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding their recent online order and request for a refund After reviewing the complaint filed, we found two orders were placed on December 7, 2015, for the same itemSears Online assisted in issuing a refund for order number *** On December 7, 2015, a refund of $was issued under return receipt number *** and $the same day under return receipt number *** We show that *** *** was shorted a total of $therefore we have process a credit for $today March 10, 2016, under return receipt number *** We apologize for any inconvenience and can assure that their concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future will allow us another opportunity to provide them with a better example of customer serviceIn the interim, since the remaining balance has been refunded and we have noted *** *** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Contact Name and Title: *** ***
Contact Email: ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** ***
***
We have completed the investigation of *** *** complaint regarding the repair of his washer
We have received *** *** complaint and apologize that he was quoted with a repair date that was longer than he had initially anticipatedWe also understand the importance of having a working washer with a member of the family on chemo treatments as well as an infant in the homePlease rest assured that we are currently working to rectify the repair time by hiring additional technicians so that this does not occur againWe would like to note that we were able to get *** *** a sooner service date and the washer was repaired on October 14, Because we value *** *** patronage, we have processed a $gift card for any inconveniences that he may have experiencedThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have repaired *** *** washer, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

I actually feel a little better after reading a few of the other complaints people have about Sears the last few days My husband and I are in the midst of trying to get Sears to haul away our old dryer (a service we paid for when we purchased the new dryer) Right now it is sitting in our driveway, where the deliverymen left it two days ago, promising to come back later to pick it up
I have spent a very frustrating couple of hours on the phone trying to resolve this issue, and the best Sears has offered so far it to pick up the dryer next Tuesday Six days with a dryer in my driveway isn't as bad as some of the stories I've heard here, but still enough for us to make sure we take our business elsewhere in the future

January 22, [redacted] Revdex.com
"">North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding the pricing of an item he saw As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, "cached" version saved in the computer's databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In Mr[redacted] case, it seems that the price was not put in correctly due to human error; the decimal point was put in the wrong place and one of the nines form the price was accidentally left offThe same in a different color is noted with the correct priceThe grill is on sale for $1249.99, but it erroneously noted $124.99; this was an obvious error Per our terms and conditions, we are within our rights to cancel an order containing such an errorIf this order is shipped prior to our noticing the error, then we are not obligated to honor such an inaccuracy either If Mr[redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: "Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded." With that said, we are not obligated to honor Mr[redacted] request to honor the wrong price As an alternative, we are willing to discount the correct cost of the grill by 15% as a courtesyShould Mr[redacted] wish to accept, he may contact me during business hours and within business days via email at [redacted] Since our response is just in accordance with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, 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] Specialist, Regulatory Complaints [redacted] Email: [redacted]

August 3,
"">[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: 1[redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his allegations of damages caused to his home by the contractor that installed his water heaterAs clarification, this has been turned over to our third party claims administrator, [redacted] Mr[redacted] claim number is [redacted] and his adjuster may be reached during business hours at ([redacted]It seems that is still openRegardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears[redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesAt this time, Mr[redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworkerAs stated above, although we empathize with Mr[redacted] frustrations, we are not in a position to assist him per [redacted]'s protocolWe 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]

January 4,
">
[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
[redacted]
We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr[redacted] may have experiencedWe want to assure Mr[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. Upon receipt of Mr[redacted] complaint we reached out to [redacted], Service Recovery Special with our Logistics Team, to assist with Mr[redacted] concern. Ms[redacted] investigated and discovered that on December 8, the manufacturer notified us of a delivery delay. Due to human error, the rescheduled date was changed to December 12, instead of 2015. Regrettably, when Mr[redacted] called to check the status of his delivery, we failed to notice that the year was incorrect. We also apologize that Mr[redacted] was misinformed that he would have to re-order and we would not be able to provided him the same price on the refrigerator. Ms[redacted] confirmed that she has corrected the order and the refrigerator has been rescheduled for delivery on Wednesday, January 6, 2015. We have contacted Mr[redacted] and provided an update on the delivery date. Mr[redacted] confirmed that he would be available. With that being said, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file
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]

March 7, [redacted]
"">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her ring, which she claims was left at our store for repair Store Manager [redacted] provided the following response: Our Fine Jewelry associate that assisted [redacted], remembers speaking to [redacted] about the ring and filling out a preliminary ticket, but once she verbally gave her the possible estimate replace the stones she had missing, she does not proceeding any furtherThere is no record of the ring going into our safe for keeping prior to shipping it out for repairThis leads us to believe that [redacted] did not leave her ring for repairs once she heard the possible cost involvedI (Joe) may be reached during business hours at [redacted] if [redacted] wishes to discuss the matter in a reasonable fashionWhen I tried to address the matter with her previously, she was so aggressive and her speech was so abusive that there was nothing I could doIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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

September 13, *
[redacted] Revdex.com
"">North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms[redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our Protection Agreement department authorized a replacement under Ms[redacted] Master Protection Agreement (MPA). Based upon the features of Ms[redacted] current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA. Ms[redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms[redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty; while the MPA should expire on February 7, 2017, the manufacturer's warranty will run for a full year from the date of delivery. Additionally, our records show that Ms[redacted] has been sent three food loss checks. On August 19, 2016, a check for $was processed. A second check for $was processed on September 1, 2016, and a final food loss check was issued on September 7, 2016, for $With that said, since we are providing Ms[redacted] with an equitable 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

May 24, [redacted] Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr[redacted] complaint regarding his grill Per Mr[redacted] request, we have sent a set of burners to his home free of chargeAccording to our tracking information, they were delivered on May 14, We sincerely apologize for any inconvenience Mr[redacted] may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPallotolo 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]