Sears Holdings Corporation

November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for his returned sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] spoke with sears.com again on October 25, 2015, and his return was confirmedTherefore, a refund of $ was issued to his [redacted] account ending in [redacted] on October 30, At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced We hope that in the future he will allow sears.com the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have not received a tracking number or the last broken item Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today Do you know how many times I have heard this line? Countless Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment Again, this is how they operate and they are never held accountable They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happenIf I had money, I would take them to [redacted] but I'd have to fly to California to do it, which is the only reason I have not done this before I have considered this option with Sears too, since their name is on our account as a payee Ultimately, Sears is responsibleTo say that I am unsatisfied is an understatement Neither company is being held liable for this problem and I'm out several thousands of dollars I guess that's not a big deal for some people but it is for us I would implore the Revdex.com to keep this open until the matter is complete Otherwise, it's just another lie from the company Sincerely, [redacted]

Feb I purchased a refurnished mower which is $The staff said it is perfectly worked all problem was fixed and test So we believed his advise we bought it and took it home But when we tried to turn it on this mower wasn't working They sell it Not working mower!! I wished to go right a way to return it but it is too heavy to carrying by myselfI have to wait until my husband come and help me Today March I went to the Sears Columbia mall to return and purchase other one I met a supervisor who name is umer When I tried to return it and explained what had a happen to us .he told us to removed the gas from the gas station ! Even though I explained him it is a original mower it was displayed next the cashier He wasn't belived and didn't listen keep asked my husband to go to the gas station where is no staff so that my husband had to come back with a mower but I know the Indian lady staff who was assist beforeOtherwise he would ignore it and didn't listen I would expect to say that "sorry for this experience and all inconvenient happen " But never said that He had a really arrogant attitude and Finally he made a refund and gave me a wrong amount I have to get a $but he gave me a $without a refund bill And just left This is a really unprofessional attitude so I had to looking for him to get my correct money This is such a terrible experienceSears sold a not working product after that made a such a horrible customer service I don't know how to he became a supervisor with a terrible mathematics and bad attitude !! How imagine that I had to carrying heavy mower for both ways and took it to gas station and bring back to store I had been waste and a half hours at the store with , years old kids at Sunday !! I wasn't ask a extra money or credit ! I have a right to get back my money!! Without a horrible ways! I will never visit again Sears and I will tell and post to my friend also all open ways!! How could I believe the refurnished items from Sears We have to buy a mower we were willing to buy it from Sears but now I would never look any other Sears product and service

Complaint: [redacted] I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint I had emailed back to the person stating the misunderstanding, however I did not received a response Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident Too many bad reviews all over the net scares us off pretty bad Sincerely, [redacted] ***

November 20, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.It is unfortunate that we failed [redacted] expectations and we can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in both online orders, we found that [redacted] was not charged $for the first order [redacted] and her gift cards currently have the full balanceAdditionally, we verified that she was not charged on her [redacted] card for that order eitherAccording to Sears Online there was an error within the system that did not allow the order to process properlyHowever, another order was placed [redacted] the next day with a discount of $which brought her final total to $Unfortunately, Sears was unable to complete delivery any sooner since the product was not available from the manufacturer until November 17, We apologize again for any inconvenience [redacted] may have experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted [redacted] concerns and 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

April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of her refrigeratorUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted her to discuss her concerns regarding the credit [redacted] offered to issue the $credit on the purchase of her refrigerator and [redacted] accepted the offerOn April 6, [redacted] processed the $credit to [redacted] ***’ [redacted] Sears credit cardThe credit should post to her account within -business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we 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]

I never gave your company my email so you weren't authorized to contact me in the first place so stop buying our email addresses I will never ever purchase anything from a sears owned company I Compweblaint: [redacted] I am rejecting this response because: Sincerely, Stephanie [redacted]

Initial Business Response / [redacted] (1000, 13, 2015/08/26) */ Contact Name and Title: [redacted] August 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on March 24, Within the last year, Mr [redacted] has had two qualifying service calls completed under service orders [redacted] (completed August 11, 2015) and [redacted] (completed August 18, 2015), which means that functional parts were replacedWhile we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditionsAccording to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose 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 recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr [redacted] refrigerator has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Mr [redacted] , and documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

(The consumer indicated he/she DID NOT accept the response from the business.) The small engine repair service still claims that the engine is a Chinese knockoff and is having difficulty getting partsAll I want is to get my rototiller fixedI should not be having this much trouble with a rototiller that is only months out of warrantyI paid over $and it only lasted months

May 13, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding a watch sent off for repair Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Operations Market Leader, has attempted to contact [redacted] via phone, however, he was not available We would like to offer [redacted] a replacement watch or a refund [redacted] can come to the store he purchased the watch from and we are happy to honor either of these concessions That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that on March 19, 2016, suspension rods were installed into [redacted] washerAfter the washer was reassembled it was tested and was found to be operating as expectedWe would like to remind [redacted] that an appliance covered by a Sears Master Protection Agreement (MPA) is eligible for replacement once there have been service calls in a month period where fictional parts are replacedSince [redacted] washer does not meet the criteria for replacement, we will not be replacing her washerAdditionally, I have not found any notes where [redacted] was promised to have her washer replacedI do see where in November 25, 2015, a representative from our service contracts office informed [redacted] of the criteria for a covered item to be replacedAt this time, since we have reiterated the criteria to have a covered item replaced, we ask that this complaint be closedWe 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 Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ August 5, [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have agreed to reimburse [redacted] for the technician he hiredThis will be a onetime gesture of customer serviceI have corresponded with the customer and he is satisfied At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] , or via email at [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The response from Sears is not logical Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.eit cycles as designed) and 2) water is not making its way to the ice makerFor a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked None of this was performed Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faultyI would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity Sincerely, [redacted]

September 29, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Yvonne M [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her range failed too soon, the multiple service attempts and her request for a refund Upon receipt of Ms***'s complaint, we reviewed the service order and case notes related to her rangeOur records indicate that Ms [redacted] purchased the range on August 13, and scheduled delivery for November 5, The range was serviced on April 4, for a shorted meat probe receptacle; on July 23, our tech replaced a generator boardMs [redacted] called again for service and on September 2, our tech replaced the left generator board again, but the range still failedThe tech ordered the right generator board and scheduled to return on September 14, to install; however, Ms [redacted] was not home for the scheduled appointment and on September 22, she refused serviceAccording to the case notes, Ms [redacted] contacted our Customer Solutions Team on September 2, and requested a replacementDue to the multiple repairs, Ms [redacted] was approved for an in-warranty exchange from SearsMs [redacted] called back again on September 5, and requested to return the range for a refund instead of an exchangeThe associate mistakenly informed Ms [redacted] that she was still within the day return period because she thought the range was purchased August 13, 2015; and the request for the return was submittedAt this point the error on the dates was noticed and Ms [redacted] was notified that she did not qualify for a return and could only exchange with another range from SearsMs [redacted] stated that Sears did not have another range that would fit in the space provided since her counter top was custom fit for the current range As clarification, Sears does have a day Satisfaction Guarantee period for appliances that starts on the date of deliverySince Ms***'s range was delivered on November 5, 2014, then the return period expired on December 5, We contacted Ms [redacted] and provided her with a different but comparable model sold by Sears with the same dimensions and features of her current rangeMs [redacted] did not accept the model, and continued to request for a returnFor customer satisfaction and as one-time offer only, we agreed to return the range for a full refundOn September 29, we processed the return and the piis scheduled for October 1, Ms [redacted] has been informed that we will issue the credit once the range has been received, then she will receive a bank check for $2,within business daysIn the interim, since we have provided Ms [redacted] with her desired resolution, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: (1) I made the appointment for the April 27, visit because the door wasn't opening properly and when I made the appointment to have it inspected I was told that the best way was to have a "tune up" which I didAdjustments were made to the opener.(2) Since the door continued to malfunction I made the appointment For Oct where further adjustments were made to the sensors(Note the sales tax charge for $15)After the opener still continued to malfunction I made the Jan 6, appointment and a fraying cable was replacedAfter the technician quoted a price of $(including $for the cable) because of the extensive work and time involved and I questioned the total he reduced the charge to $to have a "happy customer"Later I checked on line and Sears retails cables from $10-$for a pair of cables Not one person suggested that the problem was caused by an "aging" garage doorIf they had I would have considered replacing it After dealing with Sears for over years and the thousands of dollars I've spent for their products and services I'm terribly disappointed in the amount of time I've had to spend to get what I've paid for [redacted] Sincerely, [redacted] ***

January 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our refund process for gift returns Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] and her sister may have experiencedAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe return policy states, “refunds will be issued in the same form as the original method of paymentReturns with a gift receipt will either be exchanged or refunded in the form of a gift card”If a gift receipt was not presented at the time of the return, then the refund will be issued to the credit card that was used for the online purchaseOur records indicate that we issued a credit of $to Ms [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file 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]

[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 a purchase made from the Palmdale Sears Outlet [redacted] Manager of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms [redacted] and have resolved her concernsIn the end we refunded Ms [redacted] for her purchaseIf I can be of any other assistance to Ms [redacted] , she can reach me at the store at [redacted] At this time, since we have refunded Ms [redacted] , 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]

[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 refrigerator [redacted] Sears Home Services, Customer Advocate provided the following response: On September 29th Sears Home Services dispatched a technician to Ms [redacted] home to diagnose her complaint that her refrigerator was leakingWhile at the home the technician identified that the water tank has a loose connection from the factoryThe connection was tightened and the unit was found to have no further issuesIf I can be of any additional assistance to Ms [redacted] she can reach me at [redacted] Since we have noted the results of our investigation into Ms [redacted] concerns, 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]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears [redacted] , Operations Manager from the Woodbridge Sears, provided the following response: Mr [redacted] came into our and returned the table saw and we issued him a full creditThat said, sales check [redacted] references a credit in the amount of $Since Mr [redacted] has been provided with his desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursementWe apologize that [redacted] refrigerator failed after within hours of deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how inconvenient this can be to a consumerWe would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreementWe reviewed [redacted] account and a protection agreement was not purchasedTherefore, [redacted] does not qualify for food loss reimbursementWe can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $for food loss reimbursement [redacted] accepted the offer and she should receive the reimbursement check within – business daysSince we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we 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]