Sears Holdings Corporation

November 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Morgan M [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 canceled sears.com order It is unfortunate that we failed Ms [redacted] expectations when she 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 Ms [redacted] was informed that Sears issued refunds of $323.53, $10.79, $16.17, $32.23, and $on October 15, 2016, for a total refund of $to her [redacted] account ending in *** 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 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, [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***

Sears is by far the worst retailer I have ever ordered from!!!! The customer service representatives lack customer service, the managers are inexperienced and the quality of the care is by far the very worstI will never again waste my time or money ordering any more products from Sear or Sears OutletI urge you to please read the reviews from previous customers before you waste your time If u so choose to order from Sears take my advice and do not order from Sears Outlet phone (XXXXXXXXXXX)

November 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Samuel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order using kmart.comWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago 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 another well-known online retailer, 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 Kmart items or services specifically, there is a tab that may be used to select only Kmart items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr [redacted] has not yet become familiar with it: http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄ Our records indicate that the seller Mr [redacted] ordered from cancelled his order because he previously returned the same camera on a different order We do understand that Mr [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive As such, Mr [redacted] gift card ending in [redacted] was restored to a balance of $2,and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole Mr [redacted] was informed of the gift card refunds, but continued to request a refund by check We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted http://www.kmart.com/en_us/customer-service/Policies/return-policy.html At this time, we can only reiterate that we regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him 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 noted Mr [redacted] comments and provided him with a resolution relative and appropriate to our policies We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248-1-800-762-Ext

October 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL class="InsideAddress"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her TV As clarification, the terms of Ms [redacted] lease clearly note that they are not responsible for any damaged merchandiseAdditionally, our return policy is only valid for days from the date of purchaseFinally, the manufacturer’s warranty only covered defects in materials or workmanship, which is why RCA declined to assistAccordingly, Ms [redacted] has no option open other than to continue paying on her lease at this time until such point as she can buy out the lease 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]

October 1, Nita V [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Fahm [redacted] Dear MsV [redacted] : We have been unable to complete the investigation of Mr [redacted] 's complaint regarding multiple service requests for his dishwasher Stephannie [redacted] , Customer Support Specialist for unit 8368, has provided the following response: We have attempted to contact Mr [redacted] by telephone, but have not been able to speak with himI have left a message with my contact information, asking for a return call to discuss his issue further; however, Mr [redacted] has not yet respondedUntil we have an opportunity to discuss this matter with him, we are unable to work toward a resolutionIf Mr [redacted] still requires assistance, he is welcome to contact me at [redacted] or [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] 's response We apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext

February 2, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: #11091103– Quin [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a recent order We appreciate Mr [redacted] bringing this matter to our attentionA full refund has been issued to the original forms of payment Mr***’s SYWR account should reflect $worth of points back within 5-business days and the remainder ($9.57) should reflect on his credit card account within the same time frameSince we have made Mr [redacted] whole, we respectfully ask that this matter be considered closed In closure, 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] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: Tammie[redacted] @searshc.com

AwfulJust terrible customer serviceCompletely overcharged us almost $over the original quote for new tire installationWe ordered new tires to be put on our vehicle and waited a MONTH for them to come inWe set up an appointment to have them put on for am and left our key in the overnight drop box the night beforeWe call back 1/hours after our appointment only to find out they "didn't see the key" in the drop box so hadn't even started workThey then called and said, 'oh the tires are the wrong size that you waited a month forbut we have comparable onesSo we will put those on, charge you an extra $to align them, and you need more expensive tire valves as well.' I tried calling back for AN HOUR to try and get them to stop with the installment all together ---the DEALER will do all of this for almost $cheaper! They did not answer repeated calls for this hour, I had to drive to the store myself and speak to the manager an hour after their original phone call to try and stop the installment, but the tires had already been put on and they would not remove themThey refused to price match the dealerWe are absolutely, positively never going backI advise you to do the same

Contact Name and Title: [redacted] October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation *** [redacted] complaint regarding her dissatisfaction with Sears Home Services Upon receiving [redacted] complaint, we contacted [redacted] with [redacted] for assistance [redacted] left several messages for [redacted] since receiving her complaint on October 7, 2015, and was finally able to speak with her on October 14, [redacted] advised that she already had her refrigerator repaired and no longer required any serviceUnfortunately, we will not be refunding [redacted] the $she requested; the payment was made to a third-party repair companyFurthermore, [redacted] has indicated that she placed a stop-payment on the checkWith that said, since we have documented [redacted] concerns with Sears Home Services and confirmed she no longer wishes to schedule a repair, we ask that this matter be closed We apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– John [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the charges he was assessed for what turned out to be a declined estimate once he was adequately informed what the costs would be to repair his microwaveMr [redacted] is correct in that once we found that the part ordered was wrong, if he decided he did not want to proceed with the newly diagnosed repairs, then he should have been due a refund for all charges above the $agreed upon feeUnfortunately, when the second technician closed out the service order, he correctly set it up so that the part would be refunded for $19.30, but did not set it up so that the labor charge showed as a declined estimate so that it would have generated a refund for the labor charges above thatAt this point due to the delay, we would be willing to refund Mr [redacted] in full, minus the $already providedSince he paid us $287.08, that would make a refund of $back to his Visa card ending in In order to process this though, we will need him to email me at Dana[redacted] @searshc.com or call me at [redacted] with the other digits of his digit account number as they are no longer viewable in our system due to the length of time that has elapsed since the charge was made; we would note that we do not need the security code on the back or the expiration date as these are not needed to credit his accountUpon receipt of the full card number, we would be happy to issue the refund of $In the interim, since we are willing to refund Mr [redacted] actually more than he requested as we are not going to retain our normally non-refundable trip/diagnostic fee and are only awaiting his response, we have closed our file.We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

We contracted Sears to clean the air ducts in our homeNow that there is an issue with the cleaning done, Sears says there is no executive office contact to speak to

August 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our response regarding her dissatisfaction with the delay in receiving her credit for the return of her online order On July 29, we contacted Ms [redacted] and provided a copy of the credit receipt that was processed on July 16, in the amount of $We suggested that Ms [redacted] contact her banking institute regarding the credit that was issuedOn August 3, Ms [redacted] confirmed that she received the creditWe respectfully ask that this matter be closed, since the requested resolution has been provided 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 Claims Specialist Sears Holdings Corporation [redacted]

August 22, Nita [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Judie D [redacted] -# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a recent service calla and the billing invoice she subsequently received First, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recent service call for her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] when the charge to her credit card did not process Upon receiving Ms***’s complaint we reviewed her service orders and the notes in our customer service systems We found that Ms [redacted] contacted our escalated customer service group, Customer Solutions, in regard to the service to her refrigerator She was upset that the initial service call did not resolve the issue with her refrigeratorAs a result she was offered a $refund This refund was actually processed off the second service order, [redacted] , which is the same service order that encountered the billing issue A credit for $was completed on July 1, 2016, to Ms***’s MasterCard account ending in ***, which is $more than should have been processed, as she was only promised a $sales adjustment This means that Ms [redacted] was provided a partial refund for monies that had not yet been collected since a processing error prevented her MasterCard account from being charged on June 30, While we empathize with Ms***, we do not feel that any further remuneration is warranted She has already been given $more than she should have received, which more than covers the $refund she is requestingWith that said, since we have documented Ms***’s concerns with the billing process and explained why we feel that no further refund is due, 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

February 22, [redacted] 12pt;">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 Upon receiving Ms [redacted] complaint, we reviewed our Point-of-Sale system and the service history for the refrigerator in question Our records show that Ms [redacted] purchased the refrigerator on January 1, While the refrigerator came with a one-year warranty covering parts and labor, this coverage expired on January 1, 2015, over months ago Prior to the expiration to the warranty, Ms [redacted] refrigerator was repaired twice On July 31, 2014, the icemaker was replaced A second repair was completed on December 23, 2014; a motor fan and thermostat were replaced While Ms [redacted] is dissatisfied with the refrigerator, she is outside the warranty period; therefore, neither a covered repair nor a replacement is an option If Ms [redacted] is in need of service, she is welcome to call Sears Home Services at [redacted] and schedule a repair, but she will be solely responsible for any cost incurred As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 13, 2015/09/29) */ September 28, [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 transaction District Manager [redacted] has spoken with Ms [redacted] in regard to this issue[redacted] provided a resolution that Ms [redacted] indicated she felt was satisfactory; therefore, we respectfully ask that this matter be considered closed 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 [redacted] @searshc.com

Initial Business Response / [redacted] (1000, 9, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: [redacted] July 28, [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the repairs needed on his refrigerator After [redacted] filed his complaint a determination was made that any previous repairs did not "void" the warrantyIt was also discovered that there was a non-repairable leak in the sealed system and [redacted] was authorized to receive a comparable replacementSince the same model was still available, he was informed he could have the exact same model delivered with no money due to bring it out and exchange it for his current refrigerator or he could have the amount paid for the refrigerator ($before tax and delivery) to apply to the net cost of a different refrigeratorFor this latter scenario, if [redacted] picks something more than $before tax, then he would only owe that difference plus tax on the differenceIf he selects something less, then he would forfeit any remainder [redacted] was provided with my direct contact information via an email but he has not respondedThis type of exchange is not normally processed in the storeIf he has still not had his refrigerator replaced, he is welcome to contact me via email at [redacted] or via phone at [redacted] He should be aware that while I am normally in the office Monday through Friday 8:am to 4:PM CDT, I will be out of the office for the weeks ending August 15th and August 22ndSo if he still needs assistance it is imperative that he contact me prior to August 7, 2015, so that he does not have to wait for my returnIn the interim, since we are willing to provide an exchange, 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]

Well I don't review positive or negative but in this case sears has made me so disappointed that I have to review themI purchased all of my kitchen appliances as well as my washer and dryer from them at the beginning of SeptemberThe sales man was excellent delivery was not as goodThen at the end of September I decided to get a new furnace from themA different sales man came to my home and again was greatThis is were sears lost my future business the delivery of my furnace took a month after which they told me it couldn't be installedI called them and spoke to the store manager who was rude to me after which I requested my money backThat took another month and calling a dozen times just to get my money backNow it's November 20th and low and behold the dryer I purchased started to smoke and sparkI called customer service and they told me it'll take until December till a repair man can come out to fix itI WILL NEVER BUY FROM SEARS AGAIN! I would also not recommend them to anyone

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Glen [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of MrS [redacted] ’s complaint regarding Sears Home Services and repairs to his refrigeratorI have emailed Mr [redacted] and have offered to replace his refrigerator per the terms of the units sealed system warrantyA comparable refrigerator has been identified and was noted in my email to MrS [redacted] Once I hear back from MrS [redacted] , I will process the in warranty exchange so that we can get a refrigerator to him as soon as possibleSince we have noted our intent to replace MrS [redacted] ’s refrigerator per the sealed system warranty, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 7, 2015/07/15) */ July 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] - [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr [redacted] 's complaint regarding the delay in the return of his lawn mower that he dropped off service Upon receipt of Mr [redacted] 's complaint we researched the service order and discovered that when the store received Mr [redacted] 's mower, the information entered into the system was incorrectThe order indicated that the mower was to be sent to service unit [redacted] for the repair, but it should have been entered to send to service unit***Since the store only ships to unit***, the mower was sent to the correct service unit,***However, without the information in the system, unit [redacted] did not assign for repair until June 15, According to our records, unit [redacted] contacted Mr [redacted] on June 17, with the repair estimate and he approved itIn the meantime, unit [redacted] was still waiting to receive Mr [redacted] 's mower, and on July 3, they determined that it must be lost, so that service unit decided to offer Mr [redacted] a replacementAccording to the notes, when unit [redacted] made the offer, Mr [redacted] informed them that he had already received the repaired mower (from unit***)We apologize for the frustration and inconvenience this experience may have caused Mr [redacted] Mr [redacted] mentioned that he had to pay a landscaping service to mow his lawnWe made multiple attempts to contact Mr [redacted] and left voicemails with my contact informationSince he has not responded, we are unable to resolve Mr [redacted] 's issue until we have the opportunity to discuss the matter with himHe may contact his case manager [redacted] at (XXX) XXX-XXXX or via email at [redacted] @searshc.comIn the interim, we will consider this matter closed, pending his response 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

August 5, [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 alignment service she purchased We have spoken with Ms [redacted] in regard to this issueWe offered to provide Ms [redacted] with a pro-rated refund of $and she acceptedHowever, in order to process this, we needed to see a copy of her sales receipt, but Ms [redacted] did not have this at the timeOne Ms [redacted] locates her receipt, she may contact us at [redacted] and we will happily process the aforementioned refundIn the meantime, we respectfully ask that this matter be considered closed 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here

October 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: - Rebecca [redacted] ***Dear Ms [redacted] :We have completed investigation of MsDorn complaint regarding the mattress set she purchased on September 6, 2015.As clarification, Sears' return policy for mattresses when this purchase was made was 60-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refundOnce that time frame has passed a refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacementThere is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claimWhen our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bed frame, in writing, via email or regular mail.After reviewing MsDorn's complaint and our records, we were able to determine that when MsDorn called in on September 14, 2015, customer service provided her with all the options he has regarding her purchased mattress setMsDorn agreed to keep the mattress set for gift cards totaling $335.00, which has since been cashed outAt this time, if MsDorn would like an exchange we would gladly process this for herThere will be a charge of $335.00, restock fee, and delivery feeIf the newly selected mattress is greater than this original purchased, she is liable for the additional costWe ask MsDorn to contact me directly at [redacted] if she would like to have her exchange processedSince we have provided MsDorn with a direct line to further assist her, we have closed our filesWe 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 SpecialistSears Holdings CorporationDirect Line [redacted] I [redacted] @searshc.com