Sears Holdings Corporation

December 8, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the parts ordered for her dishwasher.Upon receiving [redacted] complaint, we have researched her repair and see where parts were ordered on June 18, It should be noted that the parts were returned and have been received Because we value [redacted] patronage, we have placed the order for racks and will cover the cost The parts should be received within 7-business days to the address listed on this complaint That being said, because we have provided [redacted] with her requested resolution, 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]

Contact Name and Title: MELISSA [redacted] October 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Takescha [redacted] - # Dear Ms [redacted] : We have completed our investigation Ms [redacted] 's rebuttal to our previous response Ms [redacted] has been provided with an official letter stating that she will not be billed in the form of our response to your agencyShe is welcome to print a copy of our responses for her recordsFurthermore, below is an excerpt from our service system showing that the billing has been stopped TEKESCHA [redacted] UNION CITY GA Assoc: Type: H Loc: To update customer record, modify the information below and press Enter Otherwise, type the action code on the next line Action code (1=Customer accounts) OriginationWHL Title Last name [redacted] First name TEKESCHA Middle Suffix [redacted] City UNION CITY State GA Zip Code [redacted] Perm Instr STOP BILLING PER NSC SOSR 9/8/ Cross StreetsNA Grid Code Last Contact Preferred lang E Solicit PA Solicit other Assoc type Assoc # Assoc unit # Store # Tax exempt Tax exempt # Since we have once again reassured Ms [redacted] that she will not be billed and there is currently no service scheduled for her washer, we ask that this matter remain closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Bought a refrigerator from Sears in August It had defective seals & light so I requested a replacement Second one was delivered Mid September and first time using it drawer came apart...and light would not work on left door Called for repair which was done Sept and today (10/1) the refrigerator part is no longer cooling Called to get a third and different one delivered but after too many transfers to count & 1/hours on the phone they could still not give me a delivery date They kept telling me they could not refund the purchase Finally got them to say they would refund but they cannot pick up defective one until 10-& refund will not process until 3-days later So I am furious and have no refrigerator or refund for the next weeks!!!

I ordered a washing machine online at the Sears Outlet and received an email stating that the order was being processedMy credit card was billed and cleared days later and I still have not heard or seen from anyone regarding delivery of the washing machineThe item was pre-paidThe item has not arrivedI have not been notifiedI have sent several emails to the customer help and received no responseI have not been calledI have been locked out of the site where the item was orderedI am not happy and will NEVER purchase anything from Sears again

A month ago I purchased a hot water heater from the Sears web site in the amount of $ Immediately after completing the order I received an email with a confirmation number and an estimated delivery date of 2-days A few hours later I received another email stating that my order had been canceled because the item was not in stock I immediately checked my bank account and realized that there was an authorization hold placed on my account by Sears I called customer service and was told that I would receive a credit within 3-days I waited a week and did not receive a creditI called my bank and was told that due to the dollar amount of the transaction it would not fall off for at least days, and that Sears needed to release the transaction Since then I have spoken to several customer service reps and several managers They keep telling me that since they never accepted the transaction they can not issue a refundThey have also refused to release the transaction as advised by my bank, and have offered no plausible explanation for the refusal I am now in the process of disputing the charge through my bankI have been doing business with Sears for over decades and will never do business with them again! The customer service is horrible and no attempts were made to resolve this issue

Initial Business Response / [redacted] (1000, 7, 2015/07/10) */ July 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] -Rishi [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] regarding the availability of an adjustable bed base he wished to purchase Store Manager Eileen [redacted] provided the following response: As clarification, our recollection of events differs from Mr [redacted] Mr [redacted] contacted us the week before the Memorial Day holiday and inquired about the mattress baseAt that time, we did have that could be delivered to our consumersAs it was a closeout item at such a great price, the sales person encouraged Mr [redacted] to make the purchase, but he wanted to think about itMr [redacted] contacted us back after the Memorial Day weekend, which had been very busy, and wanted to order the item thenAt that time, all of the units had been soldThere was no intent to deceive or be fraudulent; the item had simply sold out while he was making up his mind and it was sold at that price on a first come, first serve basisAs it was a clearance item, we would not be obligated to provide a comparable item for the same price and that is what Mr [redacted] wantedAs a gesture of goodwill, we have offered to provide a 25% discount off of a different base and we are willing to extend that offer for days from the date of this letter; after that it will be null and voidShould Mr [redacted] have any further questions or concerns, he may contact me (Eileen) or Assistant Manager Jonathan during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the response from the business above, and the fact that it took over weeks for the business to respond back to my original claim, I feel my original statement speaks for itselfI contacted the store the same day I came inThe sales associate informed me that the item was in stock, and I proceeded to go to the store to purchase the item When I arrived, the sales associate informed me that the item was no longer in stockI asked to speak to a manager and was told they are all on vacationIt has been over a month and I still have not received a call from any of the managers or district managers As a loyal Sears customer who has shopped with the company for over years, you would expect better customer service, and a response from a managerBut I was not I am respectfully asking to keep the case open and investigate the matter further

I WILL NEVER order from Sears again their website did not take in all of my information (ship to address) in turn shipped it to the wrong address and advised it could not be revised to go to the correct place I was lied to by several case managers whim stated they could change and it never happened mind you I called about minutes after I received order confirmation never thought a big corp like sears would have such poor customer serviced all around the board the reps supervisors and just the policy in general if you want to keep customers you need to revise somethings I'm done with SEARS

October 5, [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 repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] After reviewing Ms [redacted] complaint and the notes in our service system, my office authorized Ms [redacted] for an exceptional parts warranty exchange Ms [redacted] was advised to select a comparable refrigerator Unfortunately the model Ms [redacted] selected was not available until October 7, Fortunately, we found another similar refrigerator that was available sooner While the new model was more expensive, we waived the additional cost as a courtesy The exchange was processed on September 22, 2016, and Ms [redacted] accepted delivery of the new unit on September 30, Additionally, as a goodwill gesture, even though the warranty does not provide for incidental damages, we have processed a food loss check for $that Ms [redacted] should receive it in the next two weeks Furthermore, upon researching the repair, we found that a bill for $was generated Since we could not determine the reason for the billing, we contacted our National Claims Center and cleared the $invoice Lastly, we have documented the customer service issues Ms [redacted] and her son, [redacted] experienced during the repair process and advised the appropriate management team With that said, since we have provided Ms [redacted] with a fair resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

February 29, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn mower We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department We have therefore processed a gift card in the amount of $which will be received in 3-business days to the address listed on this complaintThat being said, because we have processed a gift card, 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]

November 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Kenneth [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his attempted order from sears.com As clarification, while our website might initially indicate that a store or auto center could have an item in stock, this is based on the computer inventory level at that time and is not always accurate due to loss and various other errors that can occur This is why when an order is placed, we request for the selling store to verify their on-hand quantity and confirm the order We initially send an email to the purchaser confirming that we have received his or her order and then a second email, once the store accepts the order, which confirms the saleIn our emails, we ask that the consumer wait for the confirmation email showing that the store has accepted their order before making their trip In Mr [redacted] case, it appears the store did not accept the order as the order did not process correctly, which was why the order was subsequently canceled Additionally, while Mr [redacted] indicated that we had already removed all of the funds, this does not actually happen until the order is confirmed Sometimes a deposit is required to hold the merchandise, which is what happened hereThe full amount was not charged, only the alignment fee and a credit for that amount was issued on November 9, This credit, for $92.11, should reflect within 3-business days from that date While we understand Mr [redacted] found this scenario to be frustrating, we can only apologize for the apparent processing error at this point in time and note that he has been made whole with the issuance of the aforementioned refundAccordingly, we have closed our file Again, 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] Tammie[redacted] @searshc.com

I have long since offered a solution to your company for putting engine oil into my transmission of my Ford Taurus LtdThe manager of the Douglasville GaAuto Service Center would not man up to what started out to be a mistake and the store turned it over to Sears Holding and they, after I had to pay for oil analysis and go through all the time frame paper work proving your store did indeed were the only ones to poor the engine oil in the transmission during an engine changeCorporate, desperate to avoid the loss of funds turned it over to their "not a chance team" insurance company Sedgwick defied proof and did their duty &theclaim down Now you have the nerve to send me coupons to have an oil change on my other carI have been a customer of Sears for over years My parents grew up with Sears and my children used to buy at SearsI have of course stoppedI recently bought a new freezer from Lowes and a set of tires from a local firm for a total of $My children and I will continue to avoid Sears no matter the cost extra which we are doing savings actuallyGreat move Sears Claim # LXXXXXXXXXX-XXXX William J [redacted] XXXXX

Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Araceli GGartner class="InsideAddress"> Dear MsVirghes: We have completed our investigation of [redacted] complaint regarding her washer Service was completed on [redacted] washer on March 21, 2016, the drain hose was replaced and it is our understanding that the washer is now working correctly at this timeSince the washer has been repaired as per the terms and conditions of the master protection agreement we have closed our case We 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, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]

December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10964446–Edgar [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding a lap top he purchased earlier this yearAccording to our records, the page for the item in question clearly said that the laptop Mr [redacted] purchased had a ninety day warrantyWe have no records on file to corroborate his claim that he was told differentlyRegardless, it is the consumer’s responsibility to examine the specifics of an item including the warranty terms prior to purchaseAs such, we cannot provide any assistance in this matter and we respectfully ask that it be considered closed We 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 [redacted] Tammie[redacted] @searshc.com

My family and I just bought a new house I'm sure there is no need to express the stresses of moving ( with two young children ) I ordered a top load washer with matching dryer from Sears online delivered two days after I moved into my new home The washer was horrible so I called Sears to exchange the washer and dryer for front loaders I payed the difference in price I have been on the phone with Sears online for three days already trying to have my new washer and dryer delivered and original picked up They told me they were supposed to be hear this morning I asked them if they were sure because my husband would have to take off of work and they told me yes they were sure Needless to say Sears not only did not come but has no record of the exchange They wanted me to give them my credit card information again to pay the difference again I asked to speak to a manager who has said they see the new order on my account and it will now be delivered tomorrow They said to expect a call from the delivery team to confirm a delivery time which just called to say they are picking up the washer and dryer but have not record of a washer and dryer to be delivered For anyone looking to purchase anything from Sears online I would recommend going to another store and if the price is the reason you want to purchase from Sears online there is no need to fret MANY other stores price match

July 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the answer he received, we are unable to grant his request for further assistanceAs we noted before, we have no way to ship items such as this cross countryDeals like this are sold on a first come, first serve basis and these chairs are seasonal itemsTo reiterate: the page says: “ [redacted] Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areasUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe chairs will be removed from the site when all areas of the country have depleted their inventory stores In Mr [redacted] case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final 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 [redacted]

December 29, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Nichole L [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the washer and dryer recently purchased for her parentsFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to her recently purchased appliances It appears that Ms [redacted] ’s concerns were addressed prior to the recent of her complaint from your agency Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, Additionally, we have documented Ms [redacted] ’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned We do not take these matters lightly and we appreciate Ms [redacted] bringing her concerns to our attentionWith that said, since the requested refunds have been processed, we ask that this matter be closedAgain, we apologize to Ms [redacted] and her parents and we appreciate the opportunity to address this matterSincerely, Melissa [redacted] Regulatory Complaints Specialist

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her rangeIt is unfortunate that we failed Ms [redacted] ’s expectations when she called Sears for service on her range We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installedAfter the board was installed the unit was tested and was found to be operating as designedSince we have completed the service to Ms [redacted] ’s range, we respectfully request 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Kim [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***' rebuttal to the response we previously sent After reviewing Ms***' response, our decision remains the same; the offer of 10% is still available If Ms [redacted] would like to accept our offer, we ask that she contact us at 1-888-848-extension At this time, we respectfully request this case remain closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct - [redacted] I [redacted] @searsch.com

November 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] ’s complaint regarding non-receipt of his sears.com order and his subsequent request for a refund.It is unfortunate that we failed Mr [redacted] ’s 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 issued a refund of $to his [redacted] account ending in on October 29, Mr [redacted] is welcome to contact me if he has any further questions about this issue or his refund We truly regret any inconvenience he may have experienced and respectfully ask to have this matter closed, since 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] Regulatory Complaint Specialist [redacted] ***

March 24, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of store# [redacted] who states the following: M** [redacted] was in this Monday 3/21/We were able to get him $off his tires and also clean and adjust his rear brakesWhen he left he was very pleasedHe was also able to use rewards point for his saleThat 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]