Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 7, 2015/07/16) */ July 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with our customer service and failure to provide the correct part for his microwave oven It is unfortunate that we failed Mr [redacted] 's expectations when he recently requested assistance from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Mr [redacted] was assisted by our Executive Member Services department and on July 10, 2015, he confirmed that he had received the correct part for his microwave ovenAt this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr [redacted] 's comments and the requested resolution has been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX

I bought a [redacted] shop vac online at sears.com, about secs after ordering I discovered that [redacted] makes products that look exactly alike but different voltages and I ordered the wrong one I went to cancel the order and had no option to do so and was told by chat once the order is made it can't be unmade and I would have to do a return, I run a business and out of the thousands of orders (even on ***) I do a year I have never been told that particular phrase and never had an issue immediately cancelling an order No big deal, I would do a return when I receive the package I received the product in a timely manner and started the return On the website it tells the customer that online purchases can be returned to any non outlet sears location, they will even come out to your car and get itI drove miles to sears located at the [redacted] , SC because I figured if I had to return it and get my money back, I might as well spend it and buy more tools for the companyI did not opt to have them come out in the degree heat and get it from me as I sat in the carI go inside and tell the guy at the desk I need to return this online purchase and immediately get a look of disgust and the first words that came from his mouth was that if they did not carry the product in the store they probably could not return itI showed him the return sheet I printed off where it clearly states at the bottom that you can return this item to any sears location and for that I got another look of disgustHe acted like he was using the key board ( I say acted because unknowing by him my wife was standing at the other side of the counter where she could see his computer screen, and other than flicking from one screen to another he never actually typed anything in), he then asked me how I paid for this and after telling him paypal he just shook his head and told me there was nothing he could do and I would have to mail it back and gave me back the package, turning his back to me and that was that I wasted a good portion of my day trying to take care of this and then had to drive all the way back into town the next day to get it to *** Never again will I deal with sears, getting looks of disgust and treated like I was nothing but a nuisance is a bit much

(The consumer indicated he/she DID NOT accept the response from the business.)Today Oct,I called sears/kmart.com and asked about my refund after being on the phone with Joseph for minutes he had sent me an email to take to my bank saying that a refund was sent to my bank on June 15the in the amount of He told me to go to my bank to dispute it and they might have to call themAfter I got off the phone with him I checked my account a refund was put into my account for That amount was suppose to be But that's not the best part of it, that was for the second pool that I had to purchase from sears.com on June 15th because kmart.com didn't have it but I was already charged which is the original complaintThey refunded me from order#(I am not sure if that is your reference# or the order# for the second pool) how incompetent! The order# in dispute is the first time I tried to purchase [redacted] purchased at Kmart in Dickson City for What I cant understand is how a big corporation can be so incompetent? At this point I have been fighting this with them the entire summer since June when I purchased the second poolI have never been so aggravated over something in my lifeI am in costumer service and something like this is inexcusableIt has been months of countless calls and lies and excuses from these peopleAt the point I am at now I would expect that they would refund both of these pools and call it even I'm an so disgusted and was a faithful Kmart shopper well as you can see that is no longer the factThank you very much for your help in this matter Sincerely, Claire ***

Dear Sirs, I had a bad experience with Sears Auto Department at Brandon Town Center Brandon Fl on 08-01-I went to get a new battery for my vehicleThe auto store was not busy at all , maybe or customers I waited for total of 1/hours to get my battery change out to a newWhat received for time and efforts was used battery that had been place in another vehicle by Sear`s mistakeThe auto manager (Brian [redacted] ) was made aware of this situation about 1hour minutes into the processHe did not do what he said he would doHe advised that he would get a new battery in my vehicle right away He started searching around the shop and in every vehicle that was being serviced to find the battery that I had purchasedI intended to complain on social media about this issue

Initial Business Response / [redacted] (1000, 7, 2015/07/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a listing she saw online for a shed where she said the store refused to honor the price As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the orderFor store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their storeIf the item was never ordered, then all requests to honor the incorrect price would not be granted From Ms [redacted] narration of events, it sounds like an error occurred and the store correctly informed her that we were not honoring itSomewhere around this same time it sounds like the error was removedRegardless of whether Ms[redacted] had a picture of the previous error or not, we would not be obligated to honor itThis is because we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our storesWith an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Ms[redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: "Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order ...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded." Since we have explained why we are unable to honor Ms [redacted] request to receive an item at a price that was listed incorrectly, we have closed our file 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] Team Manager, Regulatory Complaints XXX-XXX-XXXX Email: [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that Sears has legal disclaimer on their website for situations like thisI never accused Sears of illegal practicesWhat I did say was that Sears failed to honor a price they listed on their own website, even though they advertise a "price match guarantee." Apparently, it isn't very "guaranteed" at allFantastic advertisingI was upset that I spent a lot of time on the phone with Sears, placed on hold, while Sears technical team took down the item advertised so that the company didn't have to honor itWhat a very clever loopholeInstead of doing the right thing and caring about a customer's experience or making any attempt to ease the situation, Sears chose to make a very short-sighted decisionFor a couple hundred dollars, you've lost yet another customerWhen offered an opportunity to make it right, Sears failed me yet againIt is likely that I'm not the only customer to experience this - and likely why earlier this year, Sears announced that it would accelerate its store closing plan from under-performing stores to I am disappointed in Sears for how they handled my situation initially and I'm now disappointed in how they are handling my complaintIt is situations like this that has caused Sears to lose loyal customers, year after year

Complaint: [redacted] I am rejecting this response because: Sears refused to respond to any of my communication that was sent to them regarding my purchase Sears held on to my money for a month without any consideration that I could not purchase another item for my child until I received my refund Sears completely disrespected me as a customer and as a person, showing their reflection of humanity Sears did refund my money after continued communication and still held my money for five more days I am requesting the interest that Sears accrued on my purchase to be transferred to myself as their business tactics are beneath civility! As I did receive the refund, but I am now out the item that I was purchasing and the interest that my money would gain while in my account Sincerely, Mary ***

January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the delay of a refrigerator she ordered from sears.com 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 We would first like to assure Mrs [redacted] that Sears does strive to provide up to date and accurate information for all orders However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others In this case, the item will continue to be advertised Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs [redacted] order any earlier than the delivery date of January 14, 2017, which she has already been given As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors: Sears attempts to ensure that the Content on this Website is complete and currentAs indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilitySears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to youFurther, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been chargedIf your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders After a review of all of the transactions for the refrigerator Mrs [redacted] purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule Our delivery team has documented Mrs [redacted] concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date Of course, she does have the right to cancel her order at any time At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced due to this issue Since we have noted Mrs [redacted] comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment 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] ***

Initial Business Response / [redacted] (1000, 10, 2015/06/22) */ Contact Name and Title: MELISSA [redacted] June 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Noah [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his refrigerator repair First, we would like to apologize to Mr[redacted] for failing his expectations when he recently scheduled a repair for his refrigeratorOur records show that a Sears technician returned to Mr [redacted] home on June 13, 2015, and installed an evaporator fan, completing the repairWhile Mr [redacted] manufacturer's warranty does not provide for food loss compensation, we have processed a check request for $as a courtesy, which should be received within the next two weeksHowever, we are not able to reimburse Mr [redacted] for lost time or meals he purchasedWith that said, since we have documented Mr [redacted] concerns with the repair process and restored his refrigerator to proper working order, 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, Melissa [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The year warranty that this refrigerator carries was diminished by over month from the loss of use during the exceptionally lengthy repair processThe purchase price of this refrigerator alone split up over the month warranty period is more than the petty $attempt at satisfying my concernThe entire purpose of a warranty and in-home service is to prevent a situation like this from happeningA situation which cost me well beyond the sad response from SearsI have no expectation that there will be a proper solution presented from such a terrible companyIt is in my best interest to make every attempt to never do business with Sears or its affiliates again, and to hope others will discontinue their patronage of the company resulting in a complete termination of business by SearsHaving made no attempt to contact me regarding the issue despite several requests to do so from their phone and web chat customer service, I am left to believe that Sears has no concern for customer satisfactionHaving a Sears location in my home city is now an embarrassmentThis is why America is failing in every industry where it was once a leaderThere is nothing else to blame other than piss poor customer service and product qualityI am proud to not own many American made products for this exact reason Final Business Response / [redacted] (4000, 14, 2015/07/02) */ Contact Name and Title: MELISSA [redacted] July 2, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Noah [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] rebuttal to our previous response Again, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorUnderstandably, the experience was frustrating for Mr [redacted] and we would like to assure him that we do not take these matters lightlyAs a further conciliatory gesture, our office has purchased a six-month Master Protection Agreement (MPA) for Mr [redacted] refrigerator; the coverage begins when the one-year manufacturer's warranty expires, November 29, 2015, and will be in effect until May 29, Mr [redacted] should receive a copy of the certificate of coverage within the next four weeksIn the interim, he is welcome to call our Service Contracts department at (800) 827-if he has any questions regarding the MPAWith that said, since we have documented Mr [redacted] remaining concerns and processed the aforementioned compensation, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her gift and her request to receive a refund that was denied Our return policy is clear; it is days from the date of purchase and [redacted] purchase appears to fall outside of that time frameHowever, in the interest off consumer satisfaction, we have sent a check for $to her home addressThis check should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter remain 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 Complaint Specialist Sears Holdings Corporation [redacted]

October 23, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Tina Marie [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mrs***'s complaint regarding charges for a kit she had already purchased Kathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response: We attempted to contact Mrs [redacted] by telephone on October 22, 2015, but were unable to speak with herI left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs [redacted] has not yet repliedUntil we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolutionIf Mrs [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs***'s response We apologize to Mrs [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

January 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order Unfortunately, it appears that there was an inadvertent error made on our website that was causing the product description and pricing for a different item to be switched for this modelThe features shown are for model [redacted] and the correct pricing for that day would have been $with the Friends and Family promotional discount applied The fact is that while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted In this case, the error was not discovered until nowWe have notified our site engineers and it is the process of being corrected We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Mr [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer “IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor MrLavac’s’ request to purchase item [redacted] for the price of item ***Mr [redacted] has been made whole by the issuance of his refundDespite this fact, we are willing to provide Mr [redacted] with item [redacted] (the model with the 5th burner he wanted) for the $Friends & Family price sold for the day he placed his order plus an additional 10% discount (selling price $1308.14) and free delivery if he is still in need of a range as a gesture of goodwillShould Mr [redacted] wish to accept our offer, I may be reached via email during business hours at [redacted] within days from the date of this letter; after that, it will be null and void 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, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted] Tell us why here

October 21, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File #: [redacted] Revdex.com File #: [redacted] / [redacted] Via: Revdex.com Website 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 affiliate This claim is being managed by [redacted] [redacted] is the claims management firm who has been entrusted by Sears to manage these types of claims for our companyAs such, we will not be able to update the Revdex.com At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value MsWilson as a customer and appreciate her patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage

Contact Name and Title: MELISSA [redacted] October 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Elvira [redacted] - # Dear Ms [redacted] : We have completed our investigation Ms [redacted] s complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of his dryerAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Ms [redacted] s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms [redacted] s complaint, so that future problems can be avertedFortunately, the service unit was able to work with our routing department and move Ms [redacted] s appointment up to October 3, On October 3rd, the technician returned to Ms [redacted] s home to install a new relay and control boardOnce the parts were installed, the dryer was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her dryerWith that said, since we have completed the repair to Ms [redacted] s dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

November 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction the authorization for her replacement washer expired sooner than she expected and her request that we re-issue the replacement authorization.As clarification, [redacted] purchased a Smart Service Agreement (SSA) on her washer Since the repair exceeded $500, [redacted] selected the $replacement option instead of continuing with the repair on the washer On May 23, 2015, [redacted] was provided the authorization for the replacement According to the SSA, she has days from the date of authorization by us to select the replacement product We apologize if [redacted] was misinformed by the store associate that the authorization expired after days We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.On November 16, we contacted [redacted] and informed her that the $authorization for the replacement washer from Sears has been re-activated We informed her that it is only valid for days [redacted] stated that she will make a selection soon; however, she will not need it to be set-up/installed when it is delivered We informed [redacted] that the manufacturer’s warranty on the washer begins when it is delivered even if it is not in use With that being said, since we have addressed the issues brought forth in [redacted] complaint, we have closed our file.Again, 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 Complaint SpecialistSears Holdings Corporation [redacted]

[redacted] WARNING [redacted] Friday August the 5th my wife and daughters went to sears to shop for school clothesAs my wife and younger daughters (both in a stroller) stood at the entrance of the WOMEN'S dressing room my year old daughter went in to try on a shirtA middle aged/older man walked right past us and went in behind herI almost lost my mindI did not know what his intentions wereI proceeded to get the store manager Courtney and told her about the incidentShe had the attitude of "oh well", all she said was sorry it happenedI asked why he was allowed to go in there and she told me the men's dressing room was brokenHow do you break a dressing room? I asked her why there was not a sign up and her reply was "that would be discriminating"I asked why nobody was watching to make sure a male didn't go in on a female, she said they "tried" to watch and it wouldn't happen againMy daughter was not harmed but she is mortifiedBefore you decide to go in Sears ask yourself a questionIf your wife, daughter, sister will be safe in the dressing room or will they let anyone wander inThe next time someone may not be fortunate like my daughterIn today's society we have pedophiles everywhereWho will be the unfortunate victim that gets raped, molested or worse because is to incompetent to protect their customers? I hold the Manager Courtney and Sears responsible for this incident and I hope my message gets out to everyone for safety reasonsTake heed, this is no joke

October 30, [redacted] Revdex.com North Wabash Ave, Ste# class="InsideAddress">Chicago, IL Re [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding the microwave and his request to have Sears uninstall the product and install the replacement After reviewing the notes in Mr [redacted] order, we found that he had previously been in contact with Customer Solutions, Sears’ escalated complaint departmentCustomer Solutions explained that since Mr [redacted] did not originally pay for installation with Sears then he would have to pay to have the microwave uninstalled and installation of the new unitWe have attempted to contact Mr [redacted] , but have not received a response to the email correspondence we sent to himWe explained that since the product was defective, we understood this was not his faultTherefore, we offered to reimburse him for basic installation through SearsMr [redacted] will need to contact Sears Installation at [redacted] and pay for installationOnce he has completed this step then we would only need his purchase receipt so that we can process the reimbursement of a maximum amount of $If Mr [redacted] still requires assistance, he is welcome to contact me via email at [redacted] In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We apologize to Mr [redacted] for this issue 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

August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Oscar O [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding her treadmill We have spoken with the manufacturer, [redacted] and they are willing to provide Mr [redacted] with the pieces needed to fix the issue as well as a gift card for half of the value of his purchase priceWe ask that Mr [redacted] contact National Sales Director J.R [redacted] during business hours at ***) [redacted] 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] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] @searshc.com

I have had a nightmare situation with Sears Home Appliance Repair dept They have taken a month to come to my house to repair my appliance They set up a date to come here and then never show up They said they will replace my dishwasher but instead they plan to put a USED part for my dishwasher that they bought on ***Y appliances have been dead in my kitchen for months Sears is horrible!! I have written to them and emailed me and they do nothing

January 7, [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 order We are unsure as to why the coupon in question did not apply to Ms [redacted] orderHowever, we appreciate her patronage and we have issued a credit for $to her accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we have closed our file 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

December 24, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience.We would first like to apologize for any inconvenience he may have experienced with his missing orderWe value his patronage and can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order, we found that Sears Online processed a refund of $on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, Additionally, we hope that in the future he 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 [redacted] concerns and 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 concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation