Sears Holdings Corporation

February 12, [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 dissatisfaction with our customer service and non-receipt of a refund for an item he returned to sears.com It is unfortunate that we failed Mr [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 Additionally, we have reviewed our records and confirmed that a refund of $1,was issued to Mr [redacted] on January 14, 2016, and the remaining balance of $was issued to his [redacted] account ending in [redacted] *n January 18, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us 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 Mr [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, [redacted] Regulatory Complaint Specialist [redacted] ***

(The consumer indicated he/she ACCEPTED the response from the business.) My filing of the complaint was merely to have an avenue to express how poor the whole delivery process wasFor example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person whose schedule the delivery was revolving aroundShe was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone The whole delivery process needs to be revamped in my opinion

Complaint: [redacted] I am rejecting this response because: I have not received a full refund yetI have responded to [redacted] as well via the email he gave in the response Once this issue is resolved I will accept the response Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ September 22, Revdex.com Attn: [redacted] North Wabash Ave- Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms [redacted] Presently, we have a cabinet door on order and expect to receive it very soonWe do apologize for any delays Ms [redacted] has experienced relative to receiving materials from our vendors I have spoken to Ms [redacted] about the shelving she is requesting for her cabinet doorsSHIP does not carry the wooden shelves but I am working with her in order to find a substitute that she will be happy withOnce all matters have been resolved I will update your office accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Ms [redacted]

September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding his screwdriver District Manager Jerry [redacted] provided the following response: We have attempted to reach Mr [redacted] on several occasions, but have been unsuccessfulHowever, we were able to leave a messageIn the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”We are willing to do this, but we need for Mr [redacted] to contact the Aurora store at (***) ***- [redacted] or stop byThe store manager and owner are aware, and they are ready to assistWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

On 12/29/I went to my local Sears at White Oak, Silver Spring md location and ordered a new washer as my washer brokeI explained to the associate that I have two small kids and need a washer asapI ended ordering a [redacted] which was promised to be delivered on 01/03.I paid the amount in full of the washerI got a call on 01/from Sears delivery telling me that the item was back ordered for 01/ I asked for a manger but was offered to cancel the order insteadI went to the store the next day crying and hoping to receive some help but was apphauled by the behavior of the assistant store manager - Thomas who instead of attending to me wanted to deal with young ladies on the floorWhile attending to me he left me in the middle to speak to them and when I asked him to pull some strings for me he said he does not want to deal with me and wanted to assign me an associate so he could flirt around with the girls on the floorHe said I could pick up a model from store and install it my selfI explained that my husband is not home and I cannot pick and install a washer myself He then said that he cannot get me anything till Friday but when he looked at the system he had something available for ThursdayI told him and started to cry that I really need a washer but he was totally unsympathetic as he was interested in flirting with those girls on the floor and left me standing saying he will get me an associate insteadI left Sears very disappointedI called to corporate office on 01/and spoke to Delores who coldly told me that Sears is not the store to go for in an emergencyShe said that Sears has no control on the date they promise to deliver an item as it depends on their delivery and no one has control over it and it is not well connected to the systemSo if you have an emergency DO NOT GO TO SEARS

Complaint: [redacted] I am rejecting this response because: Sear's position is ridiculous and unacceptableI'm completely stunned at their irrational stance on customer serviceThe product doesn't work and and it's under warrantyIsn't this what warranties are for? Let me break this down simply: My car started regularly for the years I've owned itI bought the battery at Sears and the battery is continually drainedI brought it in for testing twice - taking hours of my lifeIt still drains immediatelyWith your response, I've decided to purchase a new battery elsewhereWhen this one works I will let Sears know so they realize how terrible they areI will bring in the old battery so they can at least recycle this non-working battery themselvesMaybe they can use this as a lesson in customer serviceWe are not always wrong and we are not always trying to get something for freeI simply want a working product that I purchased in full, in good faith that is under a warranty that I paid forI do not see why that doesn't make sense to a rational personI'm in the market for other home products (washing machine, lawn mover, bedding) that I usually purchase from Sears but that isn't ever going to happen againWith aggressive and rude customer service good luck staying in business [redacted] ***

March 14, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for a cancelation and refund [redacted] , Store General Manager for Unit ***, provided the following response: After receiving the complaint filed we researched the issue as it was the first time management has been made aware of the matterWe can assure that her concerns have been forwarded to our District and Regional management for review so that future problems of this nature can be avertedFinally, our store made contact with [redacted] and she has received her refund in fullShould [redacted] have any further questions or concerns, we encourage her to contact our store management first so that we may have an opportunity to work toward a resolution in the futureIn the interim, since [redacted] has received her requested resolution, we 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

I bought a [redacted] side by side Refrigerator from the Sears in Fairfield CA just months ago and the whole front of both the stainless steel panels are rustingI called Sears and they do not cover this under warranty It's an obvious defectThe customer service rep even told me she had others with the same complaint sold from the same time I'm so furious! I haven't even finished making Payments and I am left with a piece of junk I thought Sears was better than thisI bought from them because I thought they stood behind their products I was so wrong

Complaint: [redacted] I am rejecting this response because: I ordered the microwave on 11/28/If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/for my order to be cancelled? Does the system really lag days behind? And why was money taken from my [redacted] account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order months later? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/10) */ July [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her customer service experience with her purchased appliance After reviewing Ms [redacted] ' complaint and our records, we were able to determine Ms [redacted] purchased a Kenmore fridge and a Kenmore self-cleaning range on April The delivery was scheduled for April On the day of delivery, the products had some cosmetic damage and several exchanges were processed for Ms [redacted] to have the appliances delivered with no damageThe delivery was completed on June For any inconvenience this may have caused Ms [redacted] , we provided gift cards totaling $We hope that Ms [redacted] ' purchase appliances will provide her with long term satisfactionAt this time, since the delivery of Ms [redacted] ' purchased appliances have been completed and courtesy compensation was provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com

March 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for a repair to his washer We would first like to apologize that [redacted] somehow misinterpreted our pricing policies to mean that our minimum fee would be deducted from his repair costWhat we explain is that for a minimum fee of $we will travel to the home and provide an estimate of the prospective repairs neededIf the estimate is accepted then only that amount is due but if it is declined, then the minimum fee would be owedWe do not say it will be deducted from the estimateIn [redacted] case that means that the charges he was assessed for service were correct and he would not have been owed any refund With that said, since the time that [redacted] filed, he had another service order under his 90-day repair guaranteeDuring that call it was determined that the washer needed a new electronic control board, and while he would not have had to pay any further labor costs, the cost of the new part would have been considered a new estimateSince [redacted] declined to proceed with the further estimate for repairs, he would have been entitled at that point to receive a refund for everything except the $non-refundable minimum trip/diagnostic chargeAt this point though, we are unsure as to whether [redacted] actually ever received this refund for $If he has not, we would ask him to contact us and provide the first digits of his digit [redacted] card ending in [redacted] we would then be able to research our systems to see if any credits were issued and if not, issue a refund totaling $He is welcome to email me at [redacted] or call me at [redacted] to provide that informationIn the interim, since we have explained the further developments with [redacted] repair and the fact that we are willing to refund him for all charges above the non-refundable minimum fee of $79.00, we have closed our case pending his response Again, we apologize to [redacted] 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]

Don’t buy appliances from Sears, Roanoke VA, Valleyview Mall location I ordered a $2,Kenmore Elite refrigerator on Dec26th because our fridge croaked Christmas Eve and all our food was placed in five coolersAfter going to sears to pick up my fridge on Dec28th we found out that it was the wrong fridgeThe sales person MR Sims told me that due to a miscommunication that he ordered the wrong fridgeBelieve me there was no miscommunication it was his mistakeI took a picture of the fridge and the tag on the front so I could show it to my wife when I got back homeI talked to the manager and other personnel in the appliance department and they all talked as if I had a problem and I would need to come back to the store and cancel the order and reorder my fridgeI didn't make a mistake they made the mistake and it is their problem not mineWhen I first talked to the salesman and the manager they lied to me stating that they could deliver my fridge the following Tuesday or Wednesdays! I contacted them by phone on Monday Dec28th and told the floor manager that I was leaving my home and was headed to the store to buy the fridgeThey told me again that it could be delivered by WednesdayI arrived less than minutes later and purchased the fridgeThen they told me that they couldn't deliver the fridge until Saturday at the earliestI explained to them that they had just told me Tuesday or WednesdayThey explained to me that they probably had a lot of online orders come in during the last minutesThe store personnel suggested that we pick up our fridgeSo we decided to pick our fridge up ourselves to save timeThey contacted me on Monday Dec28th to let me know that my fridge had arrived and was ready for pick upI called the store as an anonymous customer and asked how their delivery schedule looked to deliver a fridge and they said SaturdayIf they could deliver my fridge on Saturday that means that they hadn't scheduled any other deliveries over the last three daysIt sounds like a bait and switch situation to lure customers like myself to volunteer to pick up their own heavy appliancesDon't trust what the sears personnel tell youThey have proved to me that they believe that their customers are wrong and they will tell you anything to make a sell and to save money on deliveriesDon't buy from sears Roanoke at Valleyview Mall Yours truly, foundation truth

November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and request for a refund for [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted] expectations when he requested assistance with [redacted] comforters he purchased earlier this yearWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure [redacted] that his concerns have been forwarded to management for review With that having been said, our records indicate that we received [redacted] complaint April 15, However, he did not include a sales receipt or any information for the store where he completed his purchase Therefore, we replied via email and asked him to return to our Kmart store with his receipt to receive further assistance, as returns are handled in our stores, but he did not respond It might also be important to mention that the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues concerning items that may be outside of our return period but still covered by a [redacted] manufacturer’s warranty would be handled by contacting [redacted] directly At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted [redacted] comments and no further resolution can be provided.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***

We purchased an upright, frost free freezer last May from the Sears Outlet Store in League City, TXWe purchase insurance on it and for a while it worked o.kLast May we began having trouble with it and finally now it does not work at allRepair was called out times to no availIt doesn't work at all now I called Sears to get a refund and they sent the call to or different people and finally nothing could be done, no refund, no credit, no nothing 10:am July 21,

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from SearsWe have processed an in warranty exchange for [redacted] The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, We truly apologize to Mr [redacted] for the inconvenience noted in his complaintIf [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, 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]

Complaint: I am rejecting this response because: Other than absolutely offering no viable solution, you have continued Sear's campaign of blaming the consumer for a defective productPerhaps if I hadn't been painstakingly careful with my range for as long as I've owned it this issue would have occurred in that magical first year of warrantyYou state "what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass." I understand this is a standard response as I've seen it time and time again when other customers have had this issueTo that I remind you that this was the outer glass of the oven and it is physically impossible to drop something on it, hit it with an oven rack, or rest anything on itThat leaves only the "bumping into the door with something hard" optionI'm fairly certain that I would remember anything hitting my oven doorOr maybe it was a ghost as your service rep suggested It is laughable that you would actually attack the fact that I did my research before filing this complaintYou presume to know why the is so prevalent to meIt is so prevalent because whether it is the model number or the source code, it is the biggest failing oven out thereYou claim "there are plenty more listed under other manufacturers" and you are correctHowever, their numbers aren't even close to yours, since March of 2011! (http://www.thesafetyinstitute.org/?s=kenmore) Other manufacturers have numbers closer to and they deal with the issue rather than blame the customer We no longer live in an age where the consumer is left to think it's their fault, it's just a flukeNo, we live in a day and age where the consumer can connect with all other people this has happened to and take actionWe also no longer live in a time where Sears and Kenmore are known for standing behind their productsPerhaps you'd like to stand in front of one of these shattering ovensI'm just fortunate that mine wasn't on and no one got hurt, unlike the several accounts I have foundDo what is right and warn your customers before it happens to themCorrect the issue when it happens and stop blaming consumers for buying and using your flawed products! Sincerely, Stefanie ***

May 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and failure to provide assistance with a Rockford Portable Power Source/Mini Jump Starter he purchased from sears.com The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product We understand how frustrating this can be to a consumer, and it is for this reason that Sears and most other retailers offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to abuse of these courtesies, most retailers, including Sears, had to abstain from this process and curtail the widespread practice of making these exceptions With that having been said, it is our goal to provide quality merchandise to our customers and we are always concerned when something purchased from us fails When [redacted] contacted us he, his purchase exceeded our stated day return period and he did not have additional coverage that would offer him a replacement, but his item was still within the manufacturer’s warranty period As such, we could only refer him to the manufacturer to request a repair or replacement through their warranty While we do empathize with [redacted] situation, Sears does not manufacture his product, nor is it one that our service units repair, and sears.com associates do not have the ability to exchange any item after the return period has expired For this reason, we can only suggest that he contact the manufacturer, [redacted] Products, [redacted] Telephone: [redacted] if he would like a repair or replacement Alternatively, we would be willing to offer [redacted] a gift card for $66.06, which was his final purchase amount for the jump starter, as a good will gesture If [redacted] would like to accept this offer, he is welcome to contact Regulatory Complaint Specialist [redacted] , within business days from the date of this letter We apologize for any inconvenience [redacted] may have experienced and respectfully ask to have this matter closed pending his response 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] ***

August 9, Nita Virghes 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] ’s complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her 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 show that Sears Online issued a new physical gift card of $and mailed it to the address listed on the order on July 28, It normally takes to business days to receive in the mailMs [redacted] should receive the card in the mail by August 11, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a new card has been mailed to Ms [redacted] , we 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

Initial Business Response / [redacted] (1000, 8, 2015/07/09) */ Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Michael [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ' complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experienced with this matterAfter reviewing the online order, we found that Mr [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions researched this matter and found that the chargeback of $was acceptedWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Mr [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 Mr [redacted] ' concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it it commendable that Ms [redacted] noted my numerous attempts to have my money returned to me from Sears due to an internet sale they cancelled, but kept the money; the question still remains - where is my money? She has not mentioned returning the funds directly and immediatelyHer quest is singularly to have the case closed by Revdex.comThe only way this will go away (and me with it) is to IMMEDIATELY and DIRECTLY refund the $Sears has held hostage from May 30th when they took payment and cancelled the online order for a refrigerator they purported to have on their namesake websiteI also require a written letter of apology from the CEOIt the least he can do for all of the many customers like me who have endured this type of treatment (and according to Sears' social media sites, there are many)Once again, there will be no resolution to this matter until a full, immediate and direct refund is made to me