Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed our investigation of Mr**’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorThe replacement was processed on August 16, and delivery is set ofr August 18, Since it is our understandi9ng that this resolution met with Mr**’s approval we have closed this 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L[redacted] @searshc.com

On 10/15/2011, my husband and I signed a contract with Sears Home Improvements to remodel bathrooms The purpose of the remodel was to update year old bathrooms Both bathrooms were completely gutted Master bath had shower/tub replacement, new toilet, new vanity with counter/sink, new mirror, and new flooring Work for the master bath was acceptable Second bath had shower/tub conversion to shower only, new toilet, vanity,counter with sink, mirror and flooring (The project was paid in-full within one year.) The shower conversation installation was poorly installed that the shower walls began to detact from the frame within one week of use Numerous attempts were made to contract Sears Home Improvements, regional office assigned to us My calls were never returned A complaint was files with contractors license board of Calif Eventually the shower was gutted again and reinstalled by a second subcontractor and it was signed off on in June In April 2014, I contacted Sears Home Improvements regarding a warrenty issue for that shower Shortly after, I was informed that building permits were never filed for the original remodels in Oct2011; Sears agreed to file for permits per Oct contract A permit was filed for the second bath on a project already completed County inspector failed the entire project as the rough plumbing could not be inspected A second complaint was filed with the contractors license board for permit violation On October 27, 2014, the second bath was gutted County inspector signed off on the rough plumbing on October 29th We are now ready to proceed with reinstallation of the bathroom HOWEVER, Sears Home Improvements does not have a sub-contractor with the proper State credentials to do the work I now have a gutted bathroom and Sears telling me they will get back to me at the end of the week

I would have to say that I will never shop there again I called the customer service deptthey were rude and disrespectful was just trying to give input asked to talk with supervisor and she was even worseI’ve been in customer service for over years and never been spoken in that matter last but my review is f- not worth spending my hard earn money with them I'm plan on [redacted] this and blog and [redacted]

July 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered with customer service when he recently purchased a new dishwasher It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a dishwasherWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We contacted Mr [redacted] to discuss his concerns and he confirmed that on July 8, our technician had located the missing part for the replacement dishwasherMr [redacted] confirmed that the dishwasher is operationalWe assured Mr [redacted] that his complaint regarding our customer service has been forwarded to our management team for review and will be handled internallyWe also forwarded the compliment to our technician’s manager for review as wellWith 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

July 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – [redacted] and [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] ’s complaint regarding their recent online order experience and request for a refund It is unfortunate that we failed Mrand Mrs [redacted] ’s expectations as we value their patronageWe can assure the [redacted] ’s that their concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that Sears Online processed a full refund of $on July 11, For the [redacted] ’s records the return receipt number is [redacted] Additionally, we hope that in the future Mrand Mrs [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted the [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

November 11, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Gloria Jean [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’ complaint regarding the charges she was assessed to repair her range.We would first like to note that over the summer we piloted a program to try to determine what part might be needed for a service call so that we could arrange to have it there so that the consumer would not have to have two service calls; the second call would traditionally be to install any parts that were not readily available on the truckWe did experience some issues with the pilot and have since discontinued itIn Ms [redacted] ’ case, it sounds like she might have been quoted the whole sale price for the part, which is the price displayed on our Sears PartsDirect websiteThose parts are intended for do-it-yourselfers along with professional technicians and they do not come with retail packaging or instructionsWhen we provide parts from our in-home repair, they are at more of a retail pricing because we have expenses built in to cover any shipping, warehousing, and potential liability for the part itselfSo the part in question through our PartsDirect website would have been $with the tax and shipping applied and that same part through our in-home service was $While we no longer have access to the call to hear exactly what might have been said, since there were instances of confusion where wrong prices for parts were quoted, we are willing to refund Ms [redacted] ’ the difference between the price of the parts; this comes to $95.95.Ms [redacted] also mentions that she was quoted a lower price for the actual installation of the partFor this portion we believe she just did not understand how she would be chargedWe say this because we did not give this team, nor have we ever attempted, to quote prices for labor over the phoneWe have consistently given the same message, which is namely that until a technician assesses the situation, we can only say that there will be a minimum charge to visit the home and provide the estimateIf the estimate is accepted, then only the charge of the estimate would be due, and if it is declined, then only the minimum fee would be dueFor range repairs in this area the minimum fee is $Once the technician got to Ms [redacted] ’ home, he gave her an estimate that included a labor fee of $and she accepted this fee, so no refund would be dueIf she did not want to pay that fee, then she could have declined our servicesWith that said, while we are willing to process the refund for $for the difference in part prices, we need the full digits for the Visa card ending in 4621; the full account number is no longer viewable in our system due to the length of time that has elapsedMs [redacted] can email me at Dana[redacted] @searshc.com or call me at [redacted] to provide this information so that the refund can be completedIn the interim, since we are willing to provide the price difference between the part cost on our PartsDirect website and the price we charge for in-home repair parts, we have closed our file pending Ms [redacted] ’ response.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 ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

February 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order and non-receipt of a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] located at [redacted] or alternate address of [redacted] *** [redacted] email address is [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in his order, it was confirmed that the order was returned and receivedTherefore, a refund was processed on January 21, 2016, for a total of $For Mr [redacted] records the return receipt number is [redacted] Since Sears has released this refund transaction to Mr [redacted] financial institution it is their responsibility for processing this refund to his accountAs this decision is in accordance to our posted terms and conditions, we have closed our file 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

May 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his coffee maker and his request for a replacement Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchasedWITH PROOF OF SALE, a defective appliance will be replaced free of charge We apologize that the store did not assist [redacted] son when he tried to exchange it at the storeWe reached out to [redacted] Store Manager for Store ***, to assist with [redacted] concern [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $gift card for the inconvenience as well [redacted] accepted the offer and agreed to return to the store for the exchange and gift cardIn the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file Again, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the partial refund she received after declining our further estimate for repairs and her request to receive the remainder of the refund she feels she is owed After reviewing [redacted] records we were able to communicate with her via email as to the correct amount that she should be refundedAs a courtesy we increased this amount by 20% off of the minimum fee of $since it sounded as if that was the expectation set by the technician for the amount she would be refundedSince [redacted] accepted our offer to send her a second check for $87.81, we processed this today and let her know she should receive it within the next week or twoIn the interim, since [redacted] has my direct contact information in the event that she requires further assistance, for now we have closed her file 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] Team Manager, Regulatory Complaints [redacted]

February 16, [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 recent order We would first note that Ms [redacted] placed her order 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 With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms [redacted] would need to communicate with the seller regarding her return requestThat said, it seems that the seller has told her that according to their return policy, she must ship the item back At this point in time, Ms [redacted] would need to contact with the seller, who may be reached at [redacted] during business hours or via email at [redacted] We can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs 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, [redacted] Specialist, Regulatory Complaints [redacted]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Peter [redacted] Dear Ms [redacted] : We have not fully completed our investigation Mr [redacted] ’s refrigerator We are currently trying to set service with a senior service technician to run a complete diagnosis on his refrigerator and ice maker at no cost to himWe have set service but have not been able to confirm the service date with Mr [redacted] and have left a message for him to confirm the current service date 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

I was in the Sears store on university in little rock Ar where I purchased a washer and dryerAfter paying for my items the sales clerk wrapped them up and told me to go down to pick up area to load themWhen I got to the pick up area I scanned my ticketAfter about minutes the stock boys tell me they can't find my items they tell me they are nowhere in the storeAfter talking to the manager he was not the least bit concerned about how I was feeling at this point nor did he have any idea what happened to my itemsAfter another minutes he told a sales clerk to refund my money.then I was told that the boys loaded them on another truckHow is that possible when I had my ticket in my handPoor customer serviceWhat happened to my items?

June 6, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in his order we found that Sears Online contacted the seller on Mr [redacted] behalfThe seller complied by issuing a Return Authorization back in January, for Mr [redacted] to return the product back within daysHowever, the seller did not receive the product until May 6, Since the product was received outside of their return policy the only option the seller has is to repair the product and send it back to Mr [redacted] In closure, since Mr [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs this decision is in accordance to our posted terms and conditions, we have closed our file 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

September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Claudine A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the multiple service attempts on her washer and the service appointment availability As clarification, Ms [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] ’s service history, and under the aforementioned terms, on September 2, she did meet the criteria for replacement According to our notes, on September 5, our contract department authorized for the replacement of the washer due to the multiple repair attemptsMs [redacted] has been authorized for $ towards a replacement washer from SearsDelivery and haul away are covered with your protection agreementOnce the replacement has been delivered, the protection agreement will be transferred to the new oneThe authorization will expire within daysWith that being said, since we have provided Ms [redacted] with her requested resolution, we have closed our file 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding her service experience On receipt of [redacted] complaint we found that the repairs of her washer had been completed and she confirmed that the washer was working wellSears offered to reimburse her for the rental washer in the amount of $either by check with a copy of her rental receipt or by gift card without the receipt [redacted] chose to have the reimbursement in the gift card format and this was processedAs we have repaired [redacted] washer and reimbursed her the rental cost we have closed our caseWe apologize to [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 SpecialistSears Holdings Corporation [redacted]

I recently bought a Kenmore refrigerator this summer from a local Sears storeAbout two months after buying it the appliance stopped workingI called to get a technician to come out and fix itWhen the technician came he jumped to the conclusion that the appliance had been open for a long amount of time, and that had caused the motor in the back of the freezer to be covered with iceThere are two reasons why that isn’t true: If the door is left open for a long amount of time the appliance has an alarm If you let the door handle go it closes on its on Now it is broken again Several days before the refrigerator went out, I called because it was making the same noise it had made before I was told at that time that if the technician came out and there was nothing wrong with the refrigerator, I would be charged for the service call Since the first technician suggested there was really nothing wrong with the fridge, I was encouraged to wait until it went out to call again I took a video of the noise it was making and the inside of the fridge and sent it in an email It was then that I was finally given a date of November 27th, the day AFTER Thanksgiving, for a technician to come out Finally, the refrigerator stopped cooling, and I called customer service on 11/and requested them to come sooner They couldn’t resolve the problem I talked with a customer service representative, and she couldn’t resolve the issue in a timely manner so I requested to talk with her supervisorHe said that a technician couldn’t come until November 27th and he could possibly get a technician out if a spot became available earlierUnfortunately, I have a refrigerator full of food, four children, and medicine for a newborn that will spoil without a working refrigerator

August 1, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code We apologize for the delay in responding to this complaintWe forwarded this matter to our Installation Management team to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to complete the researchIn the interim, should Mr [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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]

March 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $Her order was cancelled on January 21, 2016, due to non-payment It is Sears’ policy to refund purchases in the same form as the original payment Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check With that having been said, it is important to note that a cancellation fee of $is assessed on all layaways over $and because [redacted] paid only $toward her layaway balance, her payment was absorbed by this cancellation fee Therefore, a refund check or account credit was not issued to her Our layaway terms are posted within our stores, on our receipts, and on our website, and 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 customer with each layaway account that is opened It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match This information is provided in our stores, sale ads and on our website At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order We hope that in the future she will allow us an 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 [redacted] comments and confirmed that the proper layaway process was followedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

Worst customer experience ever – even worse than [redacted] ! Bought a mattress in storeCancelled order prior to deliveryReceived $bill, called to ask why and was told it is a rebate chargeService rep said he’d open a case and I’d hear backHeard back a week later via a letter that the charge is for a rebate and provided a phone number to follow upThat phone number was wrong and didn’t ring anywhere so I called customer service and have now spoken to Sophie, John, Vanessa, Becky, Mariah (said she was looking the number up and then disconnected the call), Cindy, Mathew, & Winnifred without ever being helped or given a new phone number to tryAt one point I was told that the Rebate Customer Service department referenced in the letter didn’t even existMatthew, supposedly a customer experience manager actually told me that I had to call the store and that he didn’t have time to help meSo Sears is trying to charge me $for a rebate on an item I never receivedI’m on my 3rd hour on the phone trying to get this sorted out(On hold now) All I know is that I will never shop at Sears again, and will advise others not to either

August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #[redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding some points she claim were missing from her account in relation to a purchase and her Shop Your Way Rewards (SYWR) account We want to note that Ms***’ purchase was made in March of from what she statedThis means that almost a year and a half have elapsed since that timeAs such, we would not have any records on file any longer concerning what promotions, if any, were active at that timeWe have only found one purchase on file for her under the phone number she suppliedThis was for an LG branded washer and dryer purchased on March 3, The purchase was made form a Hometown Store location in Tucson on Costco DriveHometown stores do not participate in any promotions offered by the SYWR program and a SYWR membership number was not listed on the purchase While we see no evidence to support the fact that Ms***’ purchase qualified for the points she noted as illustrated above, we have added $worth of points to Mr***’ SYWR membership number [redacted] as a courtesyThe PIN was sent to the email address we had on file for that account ( [redacted] .) These points will need to be used within months or they will expire and they will be removed from the accountIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] [redacted] @searshc.com