Sears Holdings Corporation

August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Kevin [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and delayed availability of his store pick up order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an online order for pick up at KmartWe 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 As a result of this action, Jud [redacted] , District Manager for Kmart Store number ***, contacted Mr [redacted] by telephone to discuss his concerns At that time he informed Mr [redacted] that his online order was cancelled and would be automatically refunded to his account As an apology, Kmart sent Mr [redacted] a money order for $money order which he may use to purchase additional filters or use however he chooses At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] s comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***

December 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL class="InsideAddress"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non- receipt of a refund for a cancelled order It is unfortunate that we failed Ms [redacted] expectations when she recently purchased an exercise bike from our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms [redacted] Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her Our records indicate that Ms [redacted] accepted this offer and indicated that it met with her approval Ms [redacted] is welcome to contact [redacted] , Manager for Sears Store number ***, if she has any further questions about this issue At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and an equitable 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] ***

October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] class="InsideAddress">Chicago, IL Re: [redacted] – Susan [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund on both orders We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter contacting Sears’ Detail Control Center, we were able to confirm the charges for both ordersTherefore, we have processed a full refund of $for order under return receipt number Additionally, a refund of $for order under return receipt number Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both ordersThese credits should post to Ms [redacted] ’s account within to business daysIn the interim, we have noted Ms [redacted] ’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 11, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Jason [redacted] Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] ’s complaint regarding his request to return slippers he ordered from sears.com.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letter As clarification, Sears does not charge for shipping when our customer selects in-store pick up, and we do not deduct a shipping charge when an item ordered online is returned to our store While Mr [redacted] is correct in stating that our associates are unable to perform an exchange for an online order, our records indicate that the item he purchased is still within the 90-day return period at this time and may be returned to the store or by mail As such, if Mr [redacted] is eligible to receive an immediate refund if he chooses to return the slippers to his local Sears Store before the end of the return period At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced and invite him to complete his return at his local Sears Store We respectfully ask to have this matter closed since we have noted Mr [redacted] ’s comments and provided him with the appropriate instruction for his issueWe 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

March 23, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and subsequent request for a refund for tires she purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a full refund of $to [redacted] account ending in [redacted] on March 23, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted [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] ***

September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Crystal [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her non-receipt of a refund for an online order We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that Ms [redacted] had been in contact with Online Solutions and (EMS) Executive Member Services, Sears' escalated complaint departmentAccording to the online records multiple adjustments were processed between August 2nd and August 11, 2015, which totaled the full amount of $Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 14, 2015/09/29) */ Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] complaint regarding a service call provided by Sears Garage Solutions at her home [redacted] , Customer Service Manager from Sears Garage Solutions provided the following response: Ms [redacted] home had two ft doors and so ft extensions were necessarySince they were ft doors, the extensions would have been required to properly install the garage door openers in order to allow the door to open all the waySears Garage Solutions charges $per ft extension so the total charge was $100.00., the amount paid to the technicianIf Ms [redacted] has any further concerns, she can reach me at [redacted] or via email at [redacted] @searsfranchises.comSince we have noted the reason Ms [redacted] was charged an additional $100.00, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

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, [redacted] The above is the Revdex.com response auto response I add the following If, as the author of the response to the complaint, says, the door will be replaced on November, 2016, in the pm hours fine

May 24, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order We would first note that MrW [redacted] order was through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up According to our records, the coupon in question has stipulations and you can see these when you click on “details” link: “Not valid on Every Day Great Price, Hot Buys, Special Purchases, Introductory Offers, Insane Deals, clearance, closeouts, gift cards, catalog orders & protection agreements, items not sold by SearsOne coupon per purchaseRedemption limited to one time use of either digital or in-store printed versionVoid if transferred, copied, obtained via unapproved means or prohibitedCash value 1/centCoupon savings may be deducted from refundCannot be used with other discounts.” As you can clearly see, “items not sold by sears” are excludedFurthermore, the free shipping offer has details as wellWhen you click on the link, this appears: “Applies to mailable products sold by Sears and Kmart on qualifying ordersExcludes Marketplace and delivery of large, heavy items and appliancesAdditional exclusions applyPlease see offer details on qualifying product pagesApplies to items Sold by Sears AND KmartThis promotion is not eligible with international ordersFREE Standard Shipping on qualifying orders applies to mailable items Sold by Sears AND KmartExcludes Agio brand, Food & Grocery, Compact Refrigerators, Fencing, Tires, Wheels, Lawn Mowers, Tractor Attachments, Pet Food, Pet Litter & Supplies, Pools and Accessories, Trampolines, Outdoor Playsets, Kids Outdoor Vehicles, Wagons, Easels, Art Desks, Kitchen and Housekeeping Playsets, Treadmills, Ellipticals, Pilates Machines, Home Gyms and Weight Sets, Rowers and Steppers, Inversion Tables, Exercise Bikes, Bikes and Accessories, Scooters, Backboards and Rims, Game Room Tables, Tents, Air Conditioners, select Tool items and Automotive ServicesOffer applies to merchandise shipped via UPS ground service only (most items under lbs)Offer does not extend to items purchased from landsend.com, Sears Parts Direct, Sears licensed partner websites, digital services, Sears Presents, and Shop At Home catalogsFree shipping value varies by ship to locationItems shipped via lowest cost or ground shipping methodLowest cost and ground shipping methods only apply to orders shipped to the US continental states, and the District of Columbia (does not apply to shipments to Alaska, Hawaii, Puerto Rico, Guam, Canada, Mexico, the U.SVirgin Islands or to Military APO/FPO addresses)Products over 35lbs cannot be shipped to APO/FPO locations - all APO/FPO shipments are USPSEstimated offer value ranges from $to $Offer excludes shipping costs on Oversized Shipping or In-Home Oversized Shipping Items.” Additionally, the page also says: “How to get FREE Shipping when you shop at Sears.” “Only items Sold by Sears are eligible for the FREE Shipping on qualifying ordersExclusions apply.” As illustrated above, only items sold by Sears are eligible for free shipping and only mailable items would be included; oversized or large and heavy items are excluded With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAccordingly, Mr [redacted] would need to contact [redacted] in regard to his orderThe phone number is listed on their merchant page, but it is [redacted] and their email address is [redacted] MrW [redacted] purchase would be subject to the terms of [redacted] s Return Policy, which is also noted on our site if he decides that he wishes to return his merchandiseIt is: “If you have any problems with your order or you need us to track a package please e-mail us immediatelyMost large freight items are Basic curbside delivery, no flights of stairs, no unpacking (they do not wait for you to unpack)If you wish to upgrade to Gold delivery please contact us prior to shippingIf you wish to make a return for any reason please contact us within days of receiving the orderCustomer pays return freight plus a 10% - 20% restocking fee for all returned merchandise damaged or otherwiseIf items arrive with damage we reserve the right to repair or replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions and re-stocking fees will apply as a return if customer refuses replacement or repairOrders cannot be canceled after they have been marked as shipped thru Sears.comAny items that are refused without prior authorization will be held until the customers contacts us for an authorization and will incur all return shipping and restocking feesWe do not re-imburse any shipping charges to or from the customer for returnsFree shipping promotions will be charged the actual shipping costs on return of the productsAll returns for any reason damaged or otherwise need to be in original manufacturer packaging and un-assembledOnce the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking feesAll sofa and Custom made pillow orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placedIf a sofa or custom sofa order is refused or returned no refund will be givenAll Mattress and Sheet orders are non-refundablePlease make sure to note any and all damages on the Waybill at the time of delivery for all freight orders, also note there was damage to packaging at the time of delivery , if there is no damage noted we are not responsible for any damages after the delivery team leaves if nothing was noted at the time of delivery [redacted] or it's affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold, individual manufacturers warranties may apply to certain products and those products will include warranty information provided by the manufacturer [redacted] or it's affiliates or employees are in no way responsible for the servicing, repair, or shipping for any items that may be covered under the manufacturer warrantiesAll our merchandise is described from the photo shown of the product from our manufacturers details, some items may vary slightly in wood tone, fabric, or measurementsWe are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tonesAny returns for the above reasons need to follow our returns policies.” In closure, since we find that the terms of both promotions were clearly listed and the page for the item in question identified the seller, we are unable to assist further and 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]

Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: John [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services Ethel [redacted] , Sears Home Services, Support Specialist provided the following response: On October 5, 2015, after service to Mr [redacted] 's refrigerator was completed, I contacted him to discuss his concernsDuring the conversation Mr [redacted] informed me that the refrigerator was operating as expectedMoving forward, I asked Mr [redacted] to contact me in the event he needed any additional concernsSince we have been informed that the refrigerator is operating as expected, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

I made a service appointment for my dryer with Sears, but on the day of my appointment the service technician calls to verify what he was coming for, once I clarify he informs me that A) he can't fix it because he would need an assistant or because I didn't make sure it was accessible and B) the service order he has doesn't say my unit is under warranty I call customer service and they confirm my unit is under warranty, but they have two different accounts for me, one under my cell phone that shows a stacking washer and dryer that I did not purchase from Sears nor did I ever have them service and my home number with the units I actually purchased from them The service technician was rude an accusatory and made it clear that I screwed up by not making sure the customer service person didn't make a mistake and that I should have known that he was coming alone and I should have pulled my washer and dryer out of the closet for him to fix He told me he talked to his manager and he was canceling my appointment I called customer service again first I talked to someone and he said he couldn't make the appointment and he was going to warm transfer me (meaning he would transfer and explain to the new representative the problem), but instead he just transfers me The new representative did not care about what I had been through and just wanted to make me a new appointment I asked to speak to a managerThe manager was rude, did not listen to me, spoke over me and basically told me never to use my cell phone when I call sears if I don't want this to happen again, because I gave them too many numbers and caused them to make a mistake Then I asked about an appointment that could be more convenient for me since this was a mistake on their end and I had already taken off work for the original appointment and she told me there was nothing her or anyone else at Sears could do to even make me the first appointment I asked about contacting the people who do the scheduling and she said they were not allowed to talk to them This seems unreasonable that customer service can not talk to the team who creates the daily schedules to be able to better assist customer especially after they make a mistake In the end the customer service representative hung up on me before I could confirm it was a warranty appointment (like the service technician told me I was suppose to know to do before) So I called...again...this time I went straight for a supervisor, Cindy, who was more than helpful She confirmed because it was a manufacturer warranty they could actually send someone out sooner from the company to come and service my dryer Hopefully this is resolved, but I will never use Sears again and never buy service protection from them, I rather use an outside company

October 27, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mark [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Carpet Cleaning Upon receiving Mr [redacted] complaint, we contacted the local office for assistance The office provided the following response On October 1, 2016, technicians were sent to Mr [redacted] home to perform a cleaning; Mr [redacted] had expressed concern with pet odors in the carpet During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patternsMr [redacted] initialed and signed off on the invoice, acknowledging this limitation Once the service was completed, Mr [redacted] signed off on the results as well On October 5, 2016, the local office received a phone call from Mr [redacted] expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr [redacted] home for a follcleaning and pet odor treatment as a courtesy The follappointment was scheduled for October 14, On October 13, 2016, as a standard daily procedure, the office called the [redacted] home to confirm that someone would be home on October 14th for the service Even though the office was unable to get a confirmation, as a courtesy, they kept Mr [redacted] on the schedule for October 14th On the day of service, the technicians arrived at Mr [redacted] home around 4:00pm Prior to their arrival, several phone calls were made, but no one could be reached After waiting a few minutes, the technicians left On October 24, 2016, Mr [redacted] called the office again to inquire why no one had showed up on October 14, After it was explained to Mr [redacted] the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment At that time, Mr [redacted] stated that he had another company, Modernistic, come out to his home and clean his carpet The office immediately informed Mr [redacted] that due to the carpet being cleaned by another provider, any remaining service guarantee was voided Shortly thereafter, Mrs [redacted] called the office demanding a refund of the cleaning fee charged by Sears It was explained to Mrs [redacted] that only a manager could authorize a refund and that he would be available after 2:00pm Mrs [redacted] began to yell and use profanity Mrs [redacted] was subsequently advised that the call would be disconnected if she continued with the verbal abuse Mrs [redacted] repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr [redacted] concerns with the carpet and because he had another service company clean the carpet, no refund will be provided As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ Contact Name and Title: [redacted] September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Ms[redacted] complaint regarding her dissatisfaction with Sears Home Services Ms [redacted] also filed a complaint with the Consumer Affairs office of South Carolina, so we will provide your agency with the same information we provided that office First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contacted Sears Home Services for repairDue to the length of time Ms [redacted] has been waiting for repair, our office authorized an in-warranty exchangeMs [redacted] was advised that she would have the original purchase price of $1,to use towards a new refrigerator from SearsShe reselected on September 23, 2015, and was given a $discount off of the new refrigerator, for customer satisfactionThe new refrigerator is scheduled for delivery on October 2, Lastly, our office will follow up with Ms [redacted] after the delivery to ensure that she is satisfied with her new refrigeratorWith that said, since we have documented Ms[redacted] concerns with the repair process and provided her with an equitable resolution, we have closed our file Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

We ordered a mattress and box spring for my brotherThis seemed like a simple request via the internetIt seemed to be nothing of the sortThe delivered the wrong size mattress and box springI had to wait days before calling them back as per their policy for exchangesThis is odd when they delivered the wrong item in the first placeI called several times and they said that the order was going to be delivered correctlyAs expected it was notThis is the worst experience ever with this company and I do not want to deal with them again

Initial Business Response / [redacted] (1000, 8, 2015/06/01) */ Contact Name and Title: [redacted] June 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] -# XXXXXXXX Dear Ms [redacted] We have completed the investigation of Mr [redacted] ' complaint regarding Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled a dryer repair with Sears Home ServicesOur records show that Mr [redacted] contacted our escalated customer service group, Executive Customer Relations (ECR), on May 21, 2015, in regard to his dryer repairECR subsequently monitored Mr [redacted] ' dryer repair, which was completed on May 28, Additionally, as a goodwill gesture, ECR waived the cost of parts ($370.61) and labor ($149.00)With that said, since we have documented Mr [redacted] ' concerns with the repair process and he has been provided with a dryer repair at no cost, 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

Initial Business Response / [redacted] (1000, 7, 2015/07/14) **(The consumer indicated he/she DID NOT accept the response from the business.)*No one is responding to my emails sent to the recovery team that is suppose to handle the jobI have been handed off to another employeeI do not understand the lack of care and poor customer serviceAgain this is not the package I was soldThe crawl space has not been completed and no one in SEARS is making an effort to get in contact to do the jobThis has been going on since June 1,2015.Now my fear is mold under the house on the damaged insulationI need to know a name and number of who I need to contact to get this completed.**Final Business Response / [redacted] (4000, 11, 2015/07/29) */*July 29, 2015***Revdex.com*Attn: [redacted] North Wabash Ave., Ste 2006*Chicago, IL XXXXX**Our File No: XXXXXXXX*Revdex.com Case #: [redacted] Via: Revdex.com Website**Dear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attentionThis letter is provided to advise you that I have received notice from our district office that an appointment has been scheduled for Monday, 08/03/around 9:AMThis service is to install the insulation for the customer to resolve the issue with the crawl spaceI left the customer a message on 07/28/to confirm the same**We appreciate the opportunity to address the customer's concernsThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please feel free to contact me directly at X-XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com.**Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist **cc: [redacted] via First Class Mail

June 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction at being asked to provide his original form of payment when he went to piin the store an item he had purchased online almost a month before We would like to note that our policy as stated on our website, and on the confirmation emails sent when buying an item online and picking up in the store, does indicate that for pick-up, the consumer would need to bring in the “ready for piemail”, photo ID, and original method of paymentIn the event that the original purchaser would not be the person making the pick-up, then the purchaser has to select in advance that someone else will be picking up the order; at that time a mobile number or email address has to be providedSo a designated piperson would not be required to have the original form of payment, but they would have to have the email sent to them as the designated piperson and a valid ID In Mr [redacted] case, it is our understanding that he was not sas a designated piperson and was instead the actual purchaserHe admits in his Revdex.com complaint that he only came to the store with of the required items, so the store would have been within their rights to deny a pisince the requirements were not fulfilledAccordingly, that would mean that they have nothing to apologize for if they were just applying that policySince we have explained why the form of payment was asked for, 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] Team Manager, Regulatory Complaints [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 meI'm just waiting for the check to come in the mailAs long as it does come I'll consider this case closed (it seems to be taking a while to get it though)All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warrantyI'm just glad this was resolved quickly Sincerely, Jacob [redacted]

October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the refund he received for an engagement ring he purchased from one of our online third-party Marketplace vendors As clarification, while we strive to provide our Sears.com customers with a satisfactory shopping experience, [redacted] made his purchase from one of our third-party Marketplace vendors, [redacted] Each page on our site clearly notes who the seller isOur Terms of Service clearly state: "Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace itemsThird-party/Marketplace sellers' shipping and delivery policies may differ from those offered by SearsWhen ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policiesSears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace sellerYou should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issuesAs payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy." As [redacted] notes, a full refund was issued on October 1, when the seller notified us that the ring had been damaged on its way back; therefore, he has been made wholeAs a courtesy, we offered to provide [redacted] with a 10% discount if he wished to purchase a replacement ring from SearsShould [redacted] wish to reconsider that offer, I may be reached via email at the address listed below 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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: As stated in the response from Sears to the Revdex.com this was not just a part that I ordered from Sears Parts Direct and "subsequently returned" but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART! Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for days! I ordered the part on 11/- The money was deducted from my account IMMEDIATELY on 11/and I received an Email on 11/22: On November 22, at 8:AM Sears PartsDirect wrote: Refund confirmation Your refund has been processed Dear [redacted] , The part from order [redacted] you placed on 11/14/has been refundedPlease allow 3-business days for your financial institution to - I never received the refund! I called Sears Parts Direct on 12/and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in -business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund! Not trusting Sears for obvious reasons I contacted the Revdex.com only then did Sears respond to this issue)and now Sears is claiming - business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund! Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)! Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier! Sincerely, [redacted] ***