Sears Holdings Corporation

October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Scott H [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his air mattress after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] purchased the air mattress on August 7, 2016, and then attempted to return it on October 12, 2016, he was clearly over the 30-day “hassle-free” return/exchange period However, Mr [redacted] mentioned in his complaint that the air mattress is defective and he was unable to exchange it within the day period since the nearest Kmart was miles from his camping destinationWe can understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWe contacted Mr [redacted] and as a good-will gesture, we offered to add $worth of Shop Your Way Reward points to his accountMr [redacted] accepted the offer and we advised him that the points will expire in one yearWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding Sears Holdings CorporationSears has referred Mrs [redacted] claim to our third-party claims administrator, [redacted] [redacted] has been assigned as Mrs [redacted] caseworker and her claim number is [redacted] If Mrs [redacted] has any questions regarding her claim, we ask that she contact Ms [redacted] at [redacted] during business hours or via email at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Mrs [redacted] issue, regardless of the decision made; however, as a courtesy, we sent [redacted] an email advising that Mrs [redacted] has escalated her issue to the Revdex.comAgain, if Mrs [redacted] has any concerns or questions regarding her claim, we ask that she speak with Ms [redacted] With that said, since [redacted] is the party responsible for addressing Mrs [redacted] damage claim, not Sears, we ask that this matter be closedWe apologize to Mrs [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]

February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #[redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding several transactions in relation to his Shop Your Way Rewards points Sheila [redacted] from our Shop Your Way Rewards (SYWR) contact center soke with Mr [redacted] on January 27, and at that time, all which remained to be resolved, was that he was missing a credit for $to his [redacted] accountThis was issued that same dayIn light of the aforementioned information, 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, [redacted] Specialist, Regulatory Complaints [redacted] Tell us why here

I ordered a tv on Nov28, then immediately cancelled the order online and called the appropriate phone number, was told I would receive my refund of about $within business days It's been days now and different people in Sears custservice have given me the runaround I will never shop at Sears or Kmart again and recommend that everyone else do the same Just updating my complaint re: a tv purchase from 11-in which I was supposed to get a refund because I cancelled the order Refund was supposed to come in business days After phone calls, 7-e-mails and a live chat, and after a Revdex.com review and a FTC complaint , and full weeks later I finally got my money back For that I am happy, but Sears has horrible customer service and I won't shop there again

Complaint: [redacted] I am rejecting this response because: Nowhere in the business response is it noted that I vehemently disagree with what was supposedly found with my mowerThe mower that was returned had severe damage while the mower that was dropped off was simply having trouble getting started and essentially needed a tune upThe business called me a liar and said there was no chance this damage occurred in their handsThe business made it clear they had no intention of helping the situation, then offered a 25% refund on the new mower, which was then lowered to 15%As I had to move on with my day and return to work, I had no choice but to accept this since the representative said I could not speak to anyone else and that they wouldn't help me either anyway because he had the final say and he is choosing not to helpI would at least like it clearly noted that my mower did NOT have this damage when dropped off, but since I couldn't provide video of the mower running at the time of drop off, the company chooses to say I am a liar and not helpI was assured this would be in the report , but clearly that was a lie on their partI have also received no follow up from he store or any of the employees who assured me my mower should and would be repaired, who are also liars Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears [redacted] , manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved itThat said, sales check # [redacted] refers to a $If I can be of any further assistance to [redacted] **, I invite him to contact me at [redacted] Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, we ask that 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Since March 3, I have been trying to resolve a billing issue with Sears Home ServicesTheir service teams they dispatch to your home apparently do not all have "land lines" are unable to upload their billing invoices at the end of their shiftsI have spent the past months repeatedly requesting Sears to provide a transparent billing statementTheir customer service team has not been helpful and claim that they don't have a record of the service callDespite me emailing, calling and faxing all the documents I have not recieved my request to speak to anyone at a Senior Leadership role that could help to resolve our concernInstead they turned this over to a collection agency who continues to try and over charge usTheir billing and invoicing process is completly unethicalAs this impacts my personal credit, I am eager to resolve thisI have shared multiple times, we just want a clearly outlined invoice to reflect all charges for labor, service and creditsI would NEVER, EVER provide Sears with my business ever again for anythingI would truly appreciate any assistance from the Revdex.com to resolve this issue

I placed an order for Lay-a-way on October 15, and made my final payment November 27th only to receive an email stating that my law a way was cancelledI called the customer service line and was hung up on the first time, called again and the manager could not explain what happenedI still havent heard what happened to my items and when I should be receiving my refundI will NEVER use Kmart law-a-way again

January 4, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement was not an option at this time, as the unit has not been deemed un-repairable under his exceptional parts warranty, we asked that the service unit expedite the repair Our records show that the repair to Mr [redacted] refrigerator was completed on December 30, As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year Master Protection Agreement (MPA) for Mr [redacted] ; the coverage runs from January 4, 2017, until January 4, If Mr [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] Lastly, we have processed a service refund in the amount of $242.27; the amount Mr [redacted] pre-paid on October 21, Mr [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week In the interim, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Contact Name and Title: [redacted] Contact Phone: [redacted] October 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided We are uncertain from [redacted] rebuttal whether he realized that the receipts were attached to his Revdex.com complaint so that they could be opened from there and also so that they would be sent via mail to him along with our response As for the amounts, we do not show what we collected matches with [redacted] recollection of paymentsFor the first visit on June 3, 2015, for the dishwasher not working, we found that it had excessive lime buiand that this was what was preventing it from working properlyWe used CLR to remove the deposits and the dishwasher then tested fineThe charge for this service was $and we show it was paid for either by cash or checkOn the second service order, we went out August 24, 2015, for the reason that the door buttons were bustedOur technician ordered a push button and a handle and charged [redacted] $on his [redacted] card ending in When we returned to install these parts on August 31, 2015, the technician [redacted] ed that the wrong parts were ordered and not needed; instead he found that an electronic control board that had a higher cost than the other two parts was neededWe finally returned on September 3, 2015, and installed the control boardAt that time, we also collected the remaining amount due for the board which was $110.29, also charged to the same [redacted] cardIf [redacted] feels those charges are inaccurate, he is welcome to send me any information he has that would support that contention to [redacted] or call me at [redacted] In the interim, since we have clarified the charges and included the actual screen shots of the breakdowns attached to this Revdex.com complaint, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

Tell us why here...November 21, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] /Vicki [redacted] Via: n [redacted] @chicago.Revdex.com.org Dear Ms [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 are replacing the lazy Susan doorOnce the door arrives, we will contact Ms [redacted] for installationI will update you as we progress with the replacement If you have any questions or concerns, please contact me at 800-222-x ***, or via email at [email protected] Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Vicki [redacted] /1st Class US Postage

July 1, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the delay of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently ordered from sears.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 so that future problems of this nature can be averted As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr [redacted] did not reply With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, Therefore, 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 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 his 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] ***

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL align="left"> Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator were completed on September 7, During the service call the technician assigned to the call indicated that he installed a previously ordered thermostatAdditionally, our complaint management program indicates that Ms [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $The aforementioned food loss was approved on September 5thWe apologize to Ms [redacted] for the inconvenience noted in her complaint, that said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

January 17, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance It appears that the manufacturer issued a service bulletin for the problem that Mr [redacted] was experiencing with his refrigerator; no ice production A Sears technician returned to Mr [redacted] home on January 16, 2017, and installed the insulator kit that the manufacturer recommended at no charge; completing the repair With that said, since we have restored Mr [redacted] refrigerator to proper working order, we ask that this matter be closed Again, we apologize to Mr [redacted] we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

February 9, 0in 0pt" class="InsideAddressName"> [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 purchase of her range Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] ***n, Service Recovery Specialist, who states the following: I spoke with Ms [redacted] and she explained everything in detail to me regarding the range issueShe advised that on her bill for the Sears Account she opened when first placing her order, she is being over charged in the amount of $Ms [redacted] advised that the Store Associate told her on 1/13/that he would refund her the delivery fee and $for the inconveniencesShe believes this is the amount that still has not been deducted from her account I’ve reviewed all the receipts, and I’m unsure exactly what was done when ringing up her order; however I do not see any refund or credit in the amounts Ms [redacted] has mentionedI advised Ms [redacted] that I will go ahead and credit her Sears Account in the amount of $ Ms [redacted] accepted this as resolution for the Revdex.com Complaint That being said, because we have provided Ms [redacted] with an agreed upon resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

May 26, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and receipt of a partial refund for her cancelled order It is unfortunate that we failed Mrs [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, we have sent an email directly to Mrs [redacted] to inform her that we issued a refund of $by check on May 18, Mrs [redacted] is expected to receive this amount in separate checks of $250.00, $250.00, and $76.44, at the address she provided with her order within fifteen business days from the issue date She is welcome to reply to our email if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he 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 Mrs [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] ***

December 28, [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 range Prior to receiving Ms [redacted] complaint, our records show that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance EMS agent [redacted] authorized Ms [redacted] for a replacement range; she has $to use towards a new range from Sears It is our understanding that she is satisfied with the resolution and she will be selecting a new range shortly Mr [redacted] will continue to follwith Ms [redacted] to ensure her satisfaction With that said, since Ms [redacted] is being provided with a fair resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Complaint: [redacted] I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have chance to actually use itI am remolding my home and bought the items ahead of time to be in place when neededThis makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed due to poor service and selling products that are no good that observation speaks volume about this company practiceI do not consider this matter as complete as the repair has not been doneAgain crazy that spent hundreds of dollars for a range that do not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not workingSears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customersNow I am being inconvient thru sears negligenceThis matter should not be closed as products is stilll not workingI have forward my compliant via other consumers avenuesi should also receive a dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over dollars for this product [redacted]

We purchased an exterior entry door from Sears for our homeIt was terribly expensive but we thought that it would be worth it to fit properly as the wooden one was notIt has leaked since we purchased it and ruined our floorsWe contacted customer service and was told that doors will leak in bad weatherWe have had someone else look at it as we must remedy the leakThey stated that it was not properly seatedI will not purchase another home item from Sears as their products are grossly overpriced, workmanship is poor, and customer service is abysmal!

June 2, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dishwasher Additionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Since it appears that Ms [redacted] was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $ The credit should post to Ms [redacted] account ending in [redacted] within the next five to seven days business days Additionally, we would like to assure Ms [redacted] that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this With that said, since we have documented Ms [redacted] concerns with the repair process and issued the aforementioned refund, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist