Sears Holdings Corporation

November 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]    [redacted]We have completed the investigation of [redacted] complaint
regarding...

her lease.  Assistant Manager [redacted] has spoken with [redacted]
in regard to this issue. [redacted] lease was canceled, she received a refund
and then she purchased the dishwasher. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. Should [redacted] have any
further questions, she may contact [redacted] during normal business hours at [redacted] However, since [redacted] indicated that this resolution met with her
satisfaction, we respectfully ask that this matter be considered closed.    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]

Complaint: [redacted]
 
I will consider this response satisfied once the new microwave is installed and reimbursement has been paid.
I will call the installation team today.
Sincerely,
[redacted]

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his
shopping experience at Sears...

Outlet. [redacted], Sears Outlet District Sales Manager, provided the following response:
On Thursday, December 10, 2015, I had the pleasure of speaking
with Mr. [redacted] to discuss the concerns noted in his complaint. The root
cause of Mr. [redacted]’s complaint was that sears outlet  store associates were able to extend the black
Friday/cyber Monday pricing and did not follow established guidelines to
satisfy him.  Mr. [redacted] was upset by
the manner in which he was treated, I apologized for the store and clarified
that we do not make our pricing contingent on a donation of any kind.  We
discussed the 1 year manufacturer’s warranty and what it does and does not
cover.  I also provided Mr. [redacted] with information about our 5 year
and 3 year protection agreements that he discussed at the end of his
correspondence to ensure he was clear on the differences between a
manufacturer’s warranty and our protection agreement and then provided the
pricing.  Additionally, I provided the phone number he would need to call
should he need service on this dishwasher in the future.  I also left Mr.
[redacted] with my mobile number should he have any questions or problems in the
future and invited him to call me at any time. Since it is my understanding
that Mr. [redacted] was satisfied after speaking with me, we ask that this complaint
be closed. We
apologize to Mr. [redacted] and appreciate
the opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted].[redacted]@searshc.com

November 23, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Service Order # [redacted]Service Unit # 9759Revdex.com Case #: 11737662 Robert [redacted]Via: Revdex.com WebsiteDear Ms*...

[redacted]This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. We also wish to take this opportunity to notify you that the issue has been resolved. We appreciate the customer’s cooperation in resolving this matter. We hope that the customer keeps us in mind for future home improvement and service needs.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at 1-800-222-5030 extension [redacted] or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: Robert [redacted] via First Class Mail

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.
 
I have been been contacted and interviewed by Sedgewick claim administrator Mr. [redacted].
 
Resolution seems to be in process.
Sincerely,
Donnie [redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: Karen [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding Sears Home Services and repairs to her washer. Hunt Rogers, Sears Home Services, District Service Manager provided the following response: After reviewing Ms. [redacted]’ complaint, I authorized her washer for replacement. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales associate that her washer was approved for replacement. The sales associate will assist Ms. [redacted] in selecting a replacement washer and scheduling the delivery of the new unit and haul away of the old unit. Since we have approved Ms. [redacted]’ washer for replacement, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

March 25, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order.   It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we have sent an email directly to [redacted] to inform him that we issued a refund of $388.57 to his credit account ending in [redacted] on March 24, 2016.  The remaining charges on his order entered pending status when his order was placed, but were released when his order was cancelled*  [redacted] may reply to our email if he has any further questions about this issue or his refund.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him 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 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]

November 14, 2016
 
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Mitchell [redacted] Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]...

complaint regarding the charges he was incurred for an in-home visit to assess his refrigerator.
As clarification, when a customer calls or contacts us online for service on an item that is not covered under a warranty, we inform them of the minimum charge applicable in their area and that it is non-refundable. That script indicates that our minimum charge (of $99) includes product inspection and an estimate of labor and part costs. We note that other costs will only apply once the estimate has been approved. If the repair is completed, this fee is covered by the repair cost. If the consumer declines the estimate, they will be responsible for the above charge. Furthermore, Sears does have a 90 day satisfaction guarantee and Mr. [redacted] did not contact Sears for a second opinion.
Since Mr. [redacted] mentioned in his complaint that another service provider repaired the refrigerator, and it was not related to the compressor, we requested a copy of the service invoice. Mr. [redacted] provided a copy of the invoice which indicated that a relay was the issue. For customer satisfaction, we issued Mr. [redacted] a refund of $99 for our diagnostic fee. Mr. [redacted] should receive the refund in the form of a bank check with 2 – 3 weeks. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: Brittney [redacted] #94569399Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]'s rebuttal regarding a refrigerator purchased from Sears.Patrick King, Operations Manager of the Sears Melrose Park Distribution Center has spoken to Ms. [redacted] and informed her that we have ordered her a replacement refrigerator that will be delivered on Tuesday, October 13, 2015. If Ms. [redacted] has any additional concerns, I ask that Ms. [redacted] contact me directly at (708)733-0103. At this time since we have noted the actions taken to ensure Ms. [redacted]'s satisfaction, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Adam [redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com

I have purchased a Sears Master Protection Agreement at a cost of $153.89 for the last 3 years.
On December 30, 2016, a technician was sent by Sears to my home to look at and repair my non-working front loading washing machine ([redacted]). He removed the belt and promised to call me on January 3, 2017 and return on January 4, 2017 to fix the machine. After 2 weeks, and to this date, I have never heard from him again. He never called me nor did he ever return.
I called Sears, complained, and was rescheduled.
On January 16, 2017, another technician came to my home and practically dismantled the machine. He ordered many parts and rescheduled me for January 31, 2017 because I was due to be out of town the week of January 23rd. Two huge tubs and other parts were delivered to my home by [redacted]. I even received a check from Sears for $54.13 for laundromat costs. On January 31, 2017 I waited for my scheduled appointment between 8AM and 12PM but no one called and no one came, AGAIN!!
I called Sears, complained, and was rescheduled for February 6, 2017.
I have lost many personal hours waiting for 2 repair technicians who never called and never showed up for scheduled appointments. And, my washing machine is not yet fixed, regardless of the promises in my $153.89 Service Ageement and my personal expectations.
I am angry and frustrated!
I plan never to shop at Sears again and I will advise anyone else who asks me to do the same.

\
We are writing to express our dissatisfaction and frustration with our situation involving Sears Appliance Repair, Sears Customer Solutions, and Sears Warranty personnel. In 2004 we purchased a [redacted] bottom freezer French door refrigerator. Recently we had icemaker issues and Sears did replace the icemaker twice since it is still under a general warranty. We had to wait each time, but nothing inappropriate for ice maker replacement, and we were satisfied with the service.On November 15 our refrigerator stopped getting cold. We phoned 1-800-4-myhome and were told no service was possible until November 23, the day before Thanksgiving. We have a very large household of 2 adults and 5 teenagers, and were preparing to host a total of 20 for our Thanksgiving Dinner. We were told that we were being placed on an “emergency” list. Two days later, we called the number again and were instructed to check online frequently for newer appointments, which we did multiple times daily. It was difficult and stressful to store fresh foods on our deck in coolers with houseguests and Thanksgiving dinner preparation. It is difficult now as well. With no luck in our attempts to have service sooner the repair person arrived November 23. . After pulling the refrigerator out and working on it for 25 minutes, he then stated that he was going to install a switch (which was useless) and order a compressor and additional parts (over $600) that he would return to install on December 8!!!!!!!!!!! We could not believe this. December 8 is over 3 weeks since the refrigerator stopped working.
During our wait for this initial visit we went to our Muncy, PA Sears store on November 18 and actually chose another refrigerator in case this one could not be repaired. . We notified our salesman of our situation on the 23rd, and his supervisor gave us the Customer Solutions number because he too was appalled. I spoke to a lady who was very sympathetic and told us to call back Friday, November 25 so that they could enlist the help of the routing department. She added $50 in points to our Sears Rewards as a courtesy, which is appreciated. I called Friday, and was told once again, that there was nothing they could do to get us any assistance before December 6. They were able to move it 2 days closer.
After a long, difficult weekend without a refrigerator, I phoned Customer Solutions once again yesterday, the 28th. I spoke to another very nice lady. Long story short, there was nothing she could do either. She stated that they only have 2 technicians in our area. She told me that she is the supervisor, that speaking with her is ‘as high as one can go’, and she was very sympathetic to our situation. She transferred me to the Warranty Department, Tanya, who at first was rather defensive. She told me I might have to go to the yellow pages and get my own repairman. But she doubted Sears would reimburse. After putting me on hold for quite some time, she returned and was much more amicable. Finally, she added Sears Rewards points in the amount of $160 so that we could purchase a dorm sized refrigerator. While we appreciate being given consideration, that is no better than the coolers and ice we are currently using. We were told once again that there is nothing they can do to help us sooner. No staff, no appointments.
There is so much wrong with this whole situation that I do not know where to begin. First and foremost, our complaint is regarding the lack of Sears OWN service personnel in this area. They are subcontracting with [redacted] Repair. When we visited the Muncy store last week, THREE [redacted] repair trucks were sitting in the parking lot!!!!!!!
Also, when a refrigerator and freezer are not getting cold, yet running, it is clearly the compressor. With 8 days to work on our situation with no service visit, the least [redacted] could have done was sent a service person prepared with a compressor!!!!!! There was no preplanning and no concern for the customer, particularly with Thanksgiving. Had they told us they would return in 2 days with a compressor, we would have been satisfied. The parts actually arrived in 2 days! They have been here since Friday morning.
We have another long week ahead of running to the grocery store daily, and we have given up believing an ‘emergency’ list even exists. We are so disappointed and disillusioned by Sears and the lack of service or concern, that we will never again buy another appliance at Sears. My father and grandparents shopped ONLY at Sears. The business and service has certainly changed since their day! Another stressor throughout this situation is repair scheduling at 1-800-4myhome. The kind associates are nearly impossible to understand. Additionally, the fact that there are only two service repairmen in our area is NOT OUR PROBLEM! It is Sears’ problem. Sears is responsible for honoring the warranties that they strongly encourage people to buy, and Sears is responsible for providing service to their customers. We should not be told ‘sorry, we only have 2 technicians’. It is absurd. How I wish I was writing this letter to tell you how happy I was with your company’s service and that we had a refrigerator again in less than a week. We are no more important than any other customer, but in this situation, holiday or not, expecting a family to be without a refrigerator more than one week is unreasonable. This will be 3 weeks and 1 day, if we are lucky. We are hoping that a scheduled 3 hour service call to install the compressor pays off for Sears. A new refrigerator would have been cheaper. However, we have always liked this refrigerator very much and are happy to keep it. We have our doubts that this fix will be permanent.
With so much competition for Sears in the Home Appliance department, we can tell you that Sears service is the worst we have ever heard of. In 35 years raising our family with many appliances and service calls, this has easily been our most dissatisfying experience.

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator. [redacted] Sears Home Services, District Service Manager provided the following response: On Wednesday, April 13, 2016, we dispatched [redacted] to [redacted] home to address a mold concern. While at the home [redacted] cleaned the dispenser and checked the refrigerator and when he left the home there was no mildew present.  I spoke to [redacted] and she informed me that she was satisfied with the actions taken by [redacted]. If [redacted] would like a refund on her Master Protection Agreement (MPA) she can contact our service contracts office and discuss a prorated refund by calling [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]

January 3, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance.  While a replacement was not an option, we asked that the service unit monitor the repair.  Our records show that the repair to Mr. [redacted] refrigerator was completed on December 29, 2016.  As a conciliatory gesture for the delay in completing the repair, we have submitted a refund request in the amount of $299.83; half of the total repair cost that Mr. [redacted] paid.  Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week.  In the interim, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, 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

July 31, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Sara [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the repeated service calls on her refrigerator and her request to receive a replacement at full comparable item value.
 
We would like to clarify that for the current repair, Ms. [redacted] actually has two different coverages paying for the repair. When she was no longer covered under any full warranty from her manufacturer and her refrigerator failed last November, she purchased a Service Smart Agreement (SSA). The SSA covers any repairs up to $500.00, and if over that, or if it cannot be repaired, then the purchaser can request to receive up to $500.00 towards a covered replacement, $500.00 towards the repair (if it was over $500.00 and could be repaired) or they can receive a refund in full for the SSA, with nothing applied towards a replacement. She has had several repairs under the SSA, so the only way she would receive a refund for the contract, would be if she was approved for a replacement.
 
Her other coverage is due to the fact that her refrigerator comes with a five year warranty on the sealed system. So any repairs to the sealed system, part and labor, are covered under that warranty. While our previous repairs under the SSA did not involve the sealed system, the current repair does. Under the exceptional parts warranty, if the sealed system cannot be repaired, then the consumer would receive a credit equal to the price of a comparable replacement towards a new refrigerator.
 
So in the latter scenario, if in fact we could not repair the refrigerator, then Ms. [redacted] would receive her replacement credit under the exceptional parts warranty and would be able to select a refrigerator from Sears with that amount applied, and she could still then request a refund for the SSA since it would not be providing her with the replacement. This is only though if a replacement is deemed necessary due to the sealed system being found unrepairable.
 
At this point, we have ordered parts to repair the refrigerator but it is our understanding Ms. [redacted] is currently on vacation. We need a chance to install those parts, and evaluate the repair, to see if it provides a long-term solution to this ongoing problem. As a courtesy, we would be willing to just authorize a replacement under the SSA, but this would not seem to be in Ms. [redacted]’s best interest since it would only provide her $500.00 towards what she says is an approximately $2500.00 refrigerator. We just need Ms. [redacted] to let us know when she is ready for us to install the parts that were sent, and if she contacts me, I will work with the service unit to expedite her repair as much as possible. In the interim, since we have explained the options available, and currently there is not one that would provide Ms. [redacted] with a comparable replacement at no cost to her, we have closed our file.
 
We apologize to Mr. Borrego and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016.
 
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

March 18, 2016 [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center.  Upon receiving [redacted]’s concerns, we contacted Auto Center Manager [redacted] for assistance.  [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system.  [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section.  This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty.  Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it.  Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice.  With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.  Sincerely, [redacted] Regulatory Complaints Specialist

Roman">July 22, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his allegation that his vehicle was damaged during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted] concerns, we opened a claim with [redacted] our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted].  As clarification, 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 our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final.  In the interim, since Mr. [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
*

May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her...

dissatisfaction with our appointment availability for the repair of her range.
It is unfortunate that we failed [redacted] expectations when she recently scheduled a range repair. We understand her concern about the length of time to service, especially with an appliance that may be used on a daily basis. We want to assure [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that our technician assessed [redacted] range on May 17, 2016 and ordered some parts. He returned on May 21, 2016 to install the parts and our technician confirmed that the unit is operational. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
We apologize to [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 Complaint Specialist
Sears Holdings Corporation
[redacted]

Revdex.com:
 
we are pleased with getting our money back however we will be closing our Sears account as this should not have been the way to get our money back. Thank and hope you look into removing this company from your website.
 
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,
Todd [redacted]

August 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Bruce [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]’s complaint...

regarding the problem he encountered when he attempted to return an air mattress after our return period expired.
We made multiple attempts to contact Mr. [redacted] and left voicemails and an email with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted]’s issue until we have the opportunity to discuss the matter with him.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The Kmart return policy does states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.”
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we will consider this matter closed, pending his response.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
This is the second time so far this year that I received poor customer service and suffered from deceptive business practices. I will no longer be doing business with Sears.
Sincerely,
[redacted]