Sears Holdings Corporation

October 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # - Landon [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with problems he encountered with the warranty part he ordered for his lawn mower.Upon receipt of Mr [redacted] 's complaint we reviewed the case notes and reached out to our Parts Direct business partner regarding his part orderWe received confirmation that the warranty return order was receivedAccording to the case notes, all effort was made to re-order the correct part for Mr [redacted] ; however, since the mower was no longer under warranty, our system would reject any no cost parts order for the mowerWith that being said, on Case dated September 3, 2015, our Customer Solutions team offered to send Mr [redacted] a $gift card so that he could order the part himselfWe confirmed that the gift card was sent via regular mail to address listed on the complaintMr [redacted] can place the order for the part on Searspartsdirect.com, if he has not done so alreadySince we have addressed the issue brought forth in Mr [redacted] 's complaint, we have closed our file.Again, 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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] direct [redacted] searshc.com

February 25, [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 recent online order experienced and request to receive $in compensation We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available to ship With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Mr [redacted] for any inconvenience that he may have experienced due to this issueWe have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN After researching the notes in Mr [redacted] online order we found that a full refund had been issuedFor Mr [redacted] records a refund of $was credited back to his [redacted] account on February 19, 2016, under return receipt number [redacted] A refund of $was issued in the form of an eGift Card on February 18, Another eGift Card was issued for $on February 22, 2016, and both gift cards were emailed to [redacted] Unfortunately, we are unable to honor Mr [redacted] request for $in compensation for this orderAt this time, since our records show that Mr [redacted] order was completely refunded, we ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Rashad [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding modem All sales are final at stores undergoing liquidation and this is posted in the stores as well as on the receiptsHowever, if an item is defective, an exception will be madeWe apologize for many misunderstandingIf Mr [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refundIn the meantime, we respectfully ask that this matter be considered closed 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: I did physically go to the store They checked the inventory and the tires were in inventory They told me they could not put them on my truck until sears.com pushed the paperwork through I informed sears.com they made need an inventory adjustment, yet they said I must wait 48hours After about 96hours I had to cancel my order The tires are still there and nobody has adjusted the inventory...i'm assuming since nobody notified me This whole mess caused me to miss a sale with national tire and battery that had a buy get free tire sale in my sized and style Now that the sales are gone, it is going to cost me $200-$more that I cannot afford at this time, so, I'm driving on bald tires thanks to sears.com Sincerely, Kenneth [redacted]

Purchased all my major kitchen appliances at Sears approxyears ago with the extended warranty All were LG appliances The refrigerator was already fixed once and now, it has another problem I have had a repair man at the house TIMES and it still isn't fixed The appliances all have electronic codes to indicate what the problem is but apparently Sears Service can't figure these out because they require a repairman to come and look at the appliance and call the code in and then get a part for it They came again yesterday and guess what - the last repairman ordered the WRONG part - now I have to wait another 1-weeks without a refrigerator! This was a $refrig! I have never had problems with Sears Repair like this in the past Every time a tech needs to come out that means I am missing at least a 1/of work - obviously Sears doesn't care about this and feels my time is not important I think it is hilarious that on their service website they boast about repairing over a million refrigerators! How about selling ones that don't breakdown in the first place? Last time I buy from Sears!!!!

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: - Claire ***Dear Ms [redacted] :We have completed the investigation of Ms***'s rebuttal complaint to the previous response provided.We have reviewed Ms***'s rebuttal, and can only apologize that the incorrect amount was refunded to her accountAccording to Sears' Detail Control Center the credit amount was reduced by $for the Shop Your Way Reward points that were earned on the sale and redeemed on a later saleHowever, we have processed another refund of $for the remaining difference back to Ms***'s Visa account ending in The credit should post to Ms***'s account within in to business days however her financial institution may have longer processing guidelinesFor Ms***'s records the refund receipt number is In the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closedWe 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

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Syed [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his online order and non-receipt of a refund After reviewing the complaint filed, we found that Mr [redacted] had previously been in contact with Social Media, Sears' escalated complaint departmentSocial Media researched his online order and confirmed that the refund was not successfully processedTherefore, a new eGift Card of $was processed on September 3, 2015, and emailed to his email addressOn September 8, 2015, Social Media confirmed with Mr [redacted] that he had received the refund gift cardWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience he may have experiencedIn the interim, since the refund has been received, 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

July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Heather [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed for an in-home service call for her window AC unit We apologize that Ms [redacted] was not made aware in advance that her unit needed to be made accessible in order to receive full serviceOur technicians are not installers and are not prepared to have to pull and remove units by themselves that are located higher than the ground floorWith ground floor models they can just service on the outside of the home if they need to access the other side but this is not possible for windows on a second floor or higherWhile we did not think to ask Ms [redacted] about the location she also did not volunteer this informationWith that said, as a one-time courtesy we are willing to give back our normally non-refundable trip/diagnostic fee of $even though this means we would not receive any payment for our trip to her home and the minutes our technician spent thereIn order to process this refund, we need Ms [redacted] to contact us and provide the first digits of her digit Visa account number ending in [redacted] so that we can credit her accountIn the interim, since we are willing to provide a refund we have closed our file pending her response Again, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted] @searshc.com

Contact Name and Title: [redacted] October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed our investigation of Ms ***'s complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager for reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be averted Customer Advocate Emily Manning with unit spoke with Ms [redacted] regarding her refrigeratorMs [redacted] advised that her refrigerator was working satisfactorily at this time, so she has canceled her repair appointmentWith that said, since Ms [redacted] has indicated that she does not require any assistance with her refrigerator at this time and we have documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

June 28, 0pt" class="InsideAddressName"> [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 with a handle that is stuck We have received Ms [redacted] complaint and apologize that she is having issues with her new refrigerator We have scheduled service for June 30, between the hours of 1:00pm-5:00pm The refrigerator is in our system and has been registered That being said, because we have scheduled repair, we respectfully request 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, [redacted] Regulatory Complaints Specialist [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her dishwasherOur service records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms [redacted] dishwasherAfter the board was installed the dishwasher was tested and was found to be operating as designedThere have been two subsequent calls where our technicians have noted that the unit is operating properlyIt is important to note that the water at Ms [redacted] home was tested and was found to be hardHard water will hamper the washability of any dishwasherThe most visible (and annoying) effect of hard water is actually on dishes and utensilsThe cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishesThere are a number of ways to both remove and prevent hard water depositsYou can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartmentThere are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great resultsPer the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been completed service calls in a month period where functional parts have been usedSince the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasherSince we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Sears repair service is JOKE! I am on my third time waiting on a technician to complete a repair on a washer They assign an 8am-5pm appointment window day before they come Day of, they give you a hour window that is "subject to change" and it does ALL DAY leaving you waiting and wasting an entire day Also, you have to click the link to even find the hour window and follow the changes throughout the day If you call to complain, you may get a supervisor who only apologizes and reminds you that you are still within the 8am-5pm appointment window I wonder if Sears as an employer is ok with an employee needing to take multiple days off of work to wait for one of their service technicians NO LONGER WILL I BUY APPLIANCES FOR SEARS, NOR ANY OTHER STORE THAT DOES NOT HAVE ITS OWN SERVICE TECHNICIANS!

(The consumer indicated he/she DID NOT accept the response from the business.) I still have not been provided an explanation as to how or why these miles were removed without my knowledge from my account In addition, the response incorrectly states that I "only qualified" for 8,pointsThis is incorrectI qualified for 16,points This also appears to be a pattern in which Sears either removes points or fails to grant points that are owedI am still owed points from additional transactions in July that were never deposited

Complaint: [redacted] I am rejecting this response because: In response to this “misunderstanding,” I bought this item from Sears NOT [redacted] Health in which no one has ever contacted me from this “manufacturer” nor have I received any follow up call from Sears It is Sears’ responsibility, since I purchased from them, to make sure the customer is satisfied, NOT their manufacturer As for blaming [redacted] Freight for not assembling this item, I do not expect a delivery truck driver to install the machineIn fact, I called [redacted] on August 1, 2016, and spoke with [redacted] in which she responded that they DO NOT offer white glove service nor do they install anything, they just offer delivery and that is it Though I did finally receive installation (a month after purchase and with numerous phone calls) for this machine, it was not the professional one I paid for or I was informed of by Sears’ team members before, during and after purchasing in which Sears falsely advertised to me In no fault to the two nice gentlemen who assembled the item because they were blindly thrown into this debacle, this was the first time they have ever assembled a treadmill They came ill prepared and had to use my father’s tools for assembly which took over three hours The company hired to assemble this item is a moving company ( [redacted] who does mostly furniture assembly, not high dollar machinery as purchased We did not get instructions besides turning the machine on and off on how to use the machine as what I paid for and was told I would receive and there were quite a few screws left over (not extras) and we are now trying figure out where they are supposed to go I will now most likely have to pay to have [redacted] come and make sure this item was assembled correctly and also have the person teach my father how to use all of the functions that are on it I have never seen a company that has messed up so badly blame everyone but themselves or even follow up with the customer In reading Sears’ response it shows they are not willing to accept fault, but to make excuses and blame others Sincerely, [redacted] ***

September 22, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marisa E [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contacts Sears Home Services to repair her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Celeste [redacted] with unit for assistanceOn September 19, 2016, Ms [redacted] verified with Ms [redacted] that she had received the parts and confirmed the appointment for September 21, On September 21st, the technician installed the parts and completed the repair Additionally, our records show that Ms [redacted] bought a one-year Master Protection Agreement (MPA upon completion of the repair As a conciliatory gesture for the delay in repairing Ms***’s refrigerator, we extended the MPA coverage another six months; the agreement now expires on March 21, With that said, since we have documented Ms***’s concerns with the repair process and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

January 28, sans-serif;"> [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding service on his refrigerator After reviewing the service history and discussing the issue with Mr [redacted] we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 17, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintIn case Ms [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for up to twelve weeks from the date the account is opened Our layaway terms are posted within our stores, on our receipts, and on our website A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened It may also be important to note that the aforementioned layaway information provided to our customers explains that there is a day “grace period”, in which a payment can be made to halt the cancellation process Ms [redacted] attempt to make a payment exceeded the grace period and her layaway was cancelled by our system Cancellation due to non-payment is an automatic process controlled by our layaway system and it cannot be suspended or reversed by our store associates For this reason, Ms [redacted] must return to the store or visit our website to reselect the items and open a new layaway At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced and assure her that her concerns have been documented for management to review We hope that in the future she will allow us an opportunity to provide her 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 confirmed that the proper layaway process was followed 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] ***

(The consumer indicated he/she DID NOT accept the response from the business.)Just received my 4th refrigerator that other then being laid flat on the ground witch to my understand I refrigerator should never do that seems to be new no stamping an everything g is thereThe delevivery drive who entered my house to first question me as if I was lieing about something then investigated the refrigerator I provided him with the paper work showed him the stamping an that the sticker was missing an the markings from cutting it outThen he had to go make a phone call an was goneWitch was ok because he smelled of marijuana so badly he was making me uncomfortable an I had to call a neighbor over to sit with myself an two small childrenHe then brought the new unit in an unwrapped it took took pictures of in in my home then took the old one an cleaned up an was gone on the truck for about mins sent his helper back in for the tools he forgot an then leftI asked if I had to sign an he said he didn't think soI then brought him is gloves he also forgot an locked the doorsThe costumer service from Sears and this delivery team today was unreal you can close whatever you want however I am still very unhappy with the lack of respect an the attitudes we received from all employees during this time

April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent store visit Store Manager [redacted] provided the following response: Unfortunately, once a coupon is loaded into a Shop Your Way Rewards (SYWR) member’s profile, it cannot be removedAlso, our coupons and promotions typically note that they cannot be combinedThis means that [redacted] received the better deal by using her $in surprise points, but she would not have been able to add the additional $coupon As far as the pricing issues are concerned, we strive to make sure that our items scan for the proper price, but there are times when this will not be the case due to human errorThere are also instances wherein stickers have been put on the wrong items by previous consumers or where an item has been put on the clearance rack when someone decided they did not want it after all If the item was not being sold for the price [redacted] wanted, the decision could have been made not to purchase itThat said, we do appreciate [redacted] ’s patronage and we have sent her a $gift card as a courtesyThis gift card should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that the service on his television was not completed in a timely mannerIt is unfortunate that we failed to meet [redacted] ’s expectations when we recently scheduled a television repairWe value [redacted] ’s patronage and can understand his frustration when the repair of her television took longer than he expectedWe would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause an appointment to be rescheduled, in [redacted] ’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weatherAt this time, [redacted] television has been repaired and it appears to be working to specificationsWith that being said, since we have addressed the issue brought forth in [redacted] ’s complaint, we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]