Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Andrew Q [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr***’s complaint regarding charges for his Sears Home Warranty We would first like to point out that Cross Country Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr***’s contract On August 8, Mr [redacted] did call in to update the payment information for his Sears warranty but when the next billing period came the update did not carryover and consequently Mr***’s warranty was cancelledMr [redacted] was contacted by CCHS, he was reinstated and for customer satisfaction reasons Mr [redacted] was not charged for the September and October premiumsThe Next billing date for Mr [redacted] is November 7, Since Mr [redacted] has been reinstated for the Sears warranty and it is our understanding that he was happy with this resolutions we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

January 26, [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 a recent order We have spoken to Ms [redacted] in regard to this issueWe appreciate [redacted] patronage and we want to assure her that we are investigating what occurred within her interactions as this should have been resolved with much less inconvenience on her partAs a courtesy, we offered to provide Ms [redacted] with $worth of Shop Your Way Rewards points and she acceptedAccordingly, we respectfully ask that this matter be considered 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] Specialist, Regulatory Complaints [redacted]

December 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Deborah [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 her sears.com order It is unfortunate that we failed Ms [redacted] expectations when he recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that we issued a refund of $to Ms [redacted] debit card ending in [redacted] on November 16, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the appropriate refund 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***

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - George A [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’ complaint regarding service for his tractor It is unfortunate that we failed Mr [redacted] ’ expectations when he recently scheduled a tractor repairWe value Mr [redacted] ’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We did complete the repairs needed on the tractor and although Sears no longer sharpens blades we did install an new set of blades to his tractor at no cost for customer satisfaction reasonsWe respectfully ask that this matter be closed, since we have repaired Mr [redacted] ’ tractor and noted his candid feedback 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com

August 2, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his treadmill and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair is completed, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy The credit was requested on August 2, 2016, so Mr [redacted] can expect to see it post to his *** account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the chainsaw onlineWe confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms [redacted] selectedWe would also like to note that the return policy is posted in the store where Ms [redacted] picked up the chainsaw, or a she could have simply asked an associate for detailsWith that being said, the Sears return policy 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 days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return periodRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms [redacted] , then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request 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 Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: My complaint is not that I was unable to return the item, it is a matter of timeliness and efficiency First, I was informed that I would be receiving a shipping label through my email so that I could return the itemAs of today (8/4/2016), I have received no such emailSecond, I find it frustrating that rather than sending me the correct item, I was informed that I could purchase the item a second timeIt was my request that once the chair was returned the correct item be sent to meThe item was not being returned because I wasn't satisfied with the orderIt was to be returned because it was the wrong itemTo be clear, I purchased two additional items with my order so that I could receive free shipping on my order(The cost of shipping was close enough to the amount I would have had to spend to receive free shipping)To have me order this item a second time would force me to either pay for shipping myself or order even more additional items so that I could receive free shipping I have never had a customer service experience so lackingYou have the ability to correct the situation and have chosen not to take that pathI understand that whomever reads this email is not at fault for the wrong chair being sentI just feel that this process could be much simplerHad sears.com taken action that would express to me that they valued my business, I would not have been upset about the wrong chair being in the item's packageI understand that these things happen Sincerely, [redacted]

January 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Shawnae CNewman- [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 an item from her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and confirmed that a refund of $was issued to her PayPal account and $in points was returned to her Shop Your Way Rewards account on January 11, Ms [redacted] is welcome to contact kmart.com if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***

We have had good experiences with Sears in the past but the most recent one was not good It involved a new dryer which we ordered They promised to deliver it, install it and take the old one When the delivery men came, they said they could not install the new dryer because they could not disconnect the old gas pipe They told us we had to get a plumber and then they would come back and get the old dryer since we paid for that service I had to make a big fuss to the salesmen They claimed I was told of the condition of the delivery men not being able to install in certain hookup situations but I had no memory of this explanation They finally arranged for me to have my plumbing work paid for by them In summary, I think the salesmen were ok but they were not good at explaining a technical situation to a person who does not have much understanding of them It could be that they did explain it but I probably needed it to be done more slowly and carefully

Contact Name and Title: [redacted] Contact Phone: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have reviewed [redacted] ' rebuttal complaint regarding her non-receipt of a full refund After reviewing the rebuttal [redacted] provided, we have processed the remaining balance that she indicated she is dueA credit of $was processed today, October 26, 2015, back to her [redacted] *ccount ending in [redacted] For [redacted] *ecords the return receipt number is [redacted] This credit should post to [redacted] account within three to five business daysWe apologize again that the local store was unable to issue the correct refund amount initiallySince the remaining balance has been provided to [redacted] , 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, [redacted]

December 7, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] D***Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] complaint regarding her recent online order.It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order onlineAfter researching Ms [redacted] online order, we found her order ( [redacted] ) for the jacketOn November 10, 2015, an online agent offered free shipping on a new orderA refund for the jacket was issued in the form of a gift card and should have arrived on or around December 4, We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a refund has been provided, we respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

I purchased a gas ovenWhen it was delivered (hours after my hour delivery window-with no phone call), they refused to hook it up, citing a code violation with my shut off valveThey left it in my living room and told me to call a plumberI paid a plumber to come outHe said there was no reason it couldn't be hooked up and proceeded to do soHe took it out of the box and found a dentHe said it was so deeply dented that if I installed it, I would be risking a gas leakIt took about hours of phone games with Sears over days to try to resolve the issueI called customer service, who said I had to call the delivery guysThey told me they didn't have a replacement and to call the retail storeI did, and was informed that the stove is in stock and I would have to call customer service to order a replacementCustomer service said I needed to speak to the delivery people if I wanted it replacedEach time, I was asked "what they could do to get me to keep my dented stove"I explained that my plumber said it was a safety issue and I didn't want to die from a leaky stoveTheir response was always "well, how about I send you a coupon worth 10% off your next purchase?" That's great but doesn't fix the fact that I have a damaged stoveIt's been days and I still have a damaged stove in my living roomMy only option is to get a refund and have the stove picked up or wait until someone decides I can get a replacementEither way I have to take another whole day off workAll I wanted was a new stoveThis has been a disaster and more stressful than buying the house that now needs the stoveIf you are thinking of making a Sears purchase, just make sure you can check it over in the store, and then take it yourself

January 18, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigerator After reviewing the notes in our service system, we found that Mr [redacted] was approved for replacement However, our office determined that the authorized amount should be increased from $2,to $3,An email was sent to Mr [redacted] on January 18, 2016, explaining the replacement process As stated in the email, Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on June 10, 2016, the manufacturer’s warranty will run for a full year from the date of delivery With that said, since we are providing Mr [redacted] with an equitable resolution, 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

November 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Rebecca [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her order for patio furniture We would first like to note that Ms [redacted] purchased her items from 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 With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policyAs a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms [redacted] We hope that this brings some closure to Ms [redacted] on this matterAs this decision is in accordance to our posted terms and conditions, we have closed our file 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: Tammie[redacted] @searshc.com

October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shane [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with the service he received on his dryer and his subsequent “stop payment” on the check he presented for payment As clarification, all of our repairs come with a 90-day guaranteeIf the repair, or part, we provided did not fix the original issue, then we will return and provide a new estimateThat new estimate would consist of only the cost of the partsAny labor and any further diagnostic fees, would be at no charge if the latest repair was found to be related to the originalIf it was unrelated, for example the initial problem was with the icemaker not making ice, and a new issue occurs where the compressor is not working, then a new diagnostic fee would be due along with the price for any parts and labor if our new estimate is acceptedIf the repair was related, then if our estimate is declined and the consumer does not want to proceed further with a repair at the new cost, which consists of only the price for parts, then we will uninstall any parts we want to retrieve and issue a refund for everything but the non-refundable diagnostic fee of $ Instead of this, Mr [redacted] not only stopped payment on his check, which has hampered our ability to even provide him with a partial refund, but he also scheduled a new service call under a service order incentive we offer where we waive all but $towards $worth of repair, as long as the customer commits in advance to paying one full year of a Sears Whole Home Appliance Warranty for $a monthIf the warranty is canceled prior to a year, the full cost of the repair becomes dueUnder this warranty we did establish that an electronic control board was needed, so it was clearly related to the first repair and as such it meant that Mr [redacted] never really qualified for the Home Warranty programThis was subsequently canceled, but Mr [redacted] was still out the $co-pay he charged to his Visa card ending in At this point, Mr [redacted] has complicated his issue by dishonoring his check and this has reduced the resolution options availableAs far as we can see, there are two options we can provide considering that he did not pay for the first service call because he stopped payment on his checkThe first would be that if he pays the company that is collecting on his check, and we confirm that this was paid, we would be willing to issue him a refund for $72.83, which would be all monies above the non-refundable trip feeThis first would be refunded in the form of a mailed bank checkWe would also be willing to credit his Visa card the $as long as he provides us with the first digits of that digit Visa card number ending in *** The second option would still involve Mr [redacted] paying for his checkHowever, once he has done this, if he does want to proceed with service and have the board installed that was ordered for the last repair, we are willing to apply the fee he paid for the check plus the $co-pay towards the cost of the partWe are also willing to discount 20% off the full price of the partThat would only make Mr [redacted] responsible for any remaining amount once the discount, check fee, and $co-pay were applied When Mr [redacted] has paid off the check, he would need to email me at Dana [redacted] @searshc.com or call me at [redacted] and let me know how he wants to proceedFor both options, he will need to provide the account number from the collection company for the check so that we can follow up with our contacts with Telecheck to ensure they received his paymentOnce that has been confirmed, then we will need the account number if we are going to be processing the $refund or we can schedule our repair at that timeFor now, since we are willing to issue a partial refund or proceed with service once the check has been paid and the required documentation submitted, we have closed our file pending Mr [redacted] ’s compliance with the directions we provided 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com

[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions [redacted] Sears Garage Solutions, Support Specialist provided the following response:It is unfortunate that we failed [redacted] expectations when he called Sears Garage Solutions for service on his garage door openerWe value [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure [redacted] that his concerns have been forwarded to management of the local franchisee for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleThe local office has agreed to complete the repairs at no charge to [redacted] There have been some scheduling conflicts with the local office completing the services to [redacted] unitThat said, if I can be of any additional assistance to [redacted] he can contact me directly at [redacted] That said, we ask that this complaint be closed pending further contact 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 concernsSincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted]

October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - N [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his customer service experience upon the delivery of his purchased mattress set After reviewing Mr [redacted] 's complaint and our records, we were able to determine that on the day of delivering his purchased mattress set, our drivers called in to inform that the existing mattress set that was at the home of Mr [redacted] would not be hauled away due to unsanitary conditionsAs far as full reimbursement, we are not able to honor his requestAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct - [redacted] @searsch.com

Initial Business Response / [redacted] (1000, 6, 2015/08/26) */ August 26, [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 dissatisfaction with the problems she encountered when scheduling service for her refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a refrigerator repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint with both the service and her store experienceWe would like to apologize for the inconvenience and disappointment that Ms[redacted] may have experiencedWe want to assure Ms[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Our records indicate that the refrigerator repair was completed on August 20, Since the refrigerator was repaired per the warranty, it does not currently qualify for an exchangeOn August 25, we issued Ms[redacted] a $check for food loss reimbursementShe should receive the reimbursement check within business daysWith that being said, since we have addressed the issues brought forth in Ms [redacted] complaint, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

I ordered an item online-via layawayI saw that they still had my old address so I updated the order immediatelyWhich the computer system reflected the new addressOnce the final layaway payment was made, the order confirmation showed the old address stillI called immediately several times to notify Kmart of the address error and to ship to the correct addressEveryone stated that they could not ship to the new addressFinally a person told me they could contact [redacted] to hold my package so it wouldn't be delivered to the wrong addressToday I see that they didn't contact [redacted] and the package was delivered to the wrong addressI call today and now I am told that they cannot fix the problemThey will not contact [redacted] to have the package returned, they will not refund my money and the only option is for an email to their investigation dept that will take 7-business days to investigate this matter So I am out of my money, out my item I purchased and absolutely no solution whatsoeverThe kicker is the customer service supervisor blamed me and said they did their job by delivering to the correct address that I didn't put in the correct address so its all my faultAre you serious? that's the level of customer service they have?

Complaint: [redacted] I am rejecting this response because: I was there the whole time the technician took apart and looked at the circuit board I thought it was odd that he never ran any tests on it to see if it needed replacing The technician was just told by the person he was talking to to charge me for it and install it They never ran any diagnostic on the circuit board and the technician even told me that he didn't think I needed the circuit board but the other person on the phone said I did How are the technician and the person they are speaking to not agreeing about how to fix my refrigerator? Why was there no diagnostics run on the circuit board like this one website recommends? I understand this isn't a Sears website but it is a company that sells parts for Sears products http:// [redacted] "For a reliable diagnosis, have a service technician test the electronic control board before you replace it with a manufacturer-approved replacement part." Sincerely, [redacted] ***