Sears Holdings Corporation

July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Jasmin T [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in It is unfortunate that we failed Ms [redacted] expectations when she contacted Kmart for assistanceWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review As a result of this action, we revealed that Ms [redacted] contacted kmart.com on July 1, 2016, regarding her layaway and at that time we confirmed that a refund of $was issued to her Visa ending in on December 28, While we certainly empathize with Ms [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction This is especially true with regard to a closed account With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have documented Ms [redacted] comments and the appropriate 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800- [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/10/05) */ Contact Name and Title: [redacted] October 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Auto Center Upon receiving Mr[redacted] complaint, our office contacted Auto Center Manager [redacted] for assistanceMs [redacted] responded that Mr[redacted] rims were superficially scratched during the mounting of his new tiresTo resolve the issue, Ms [redacted] paid $to have the rims professionally buffed and the scratches removedAlthough Mr [redacted] was initially satisfied, he called Ms [redacted] a week later to request further compensationAs a final goodwill gesture, Ms [redacted] issued a credit in the amount of $to Mr[redacted] Sears cardSince Mr[redacted] rims have been restored to their original condition and the aforementioned compensation provided, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

December 4, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Alexander [redacted] Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] ’s complaint regarding his request for a check refund for gift cards he applied to a sears.com order.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 letterAlthough we were unable to confirm that our associate did more than state his request would be entered, we have forwarded his concerns to management for review so that future problems of this nature can be averted In addition, Regulatory Complaint Specialist Nicki [redacted] spoke with Mr [redacted] on December 4, 2015, and at that time he informed us that he had not yet received his refund gift cards or the gift card concession offered by his Executive Member Services Case Manager Therefore, we offered to combine the gift card amounts into one and mail it to him via UPS Mr [redacted] accepted this offer and indicated that it met with his approval As such, a gift card in the amount of $was sent via UPS on the same date The tracking number for the gift card/letter, 1Z5076E10345081403, has been emailed to the email address Mr [redacted] provided with his complaint Mr [redacted] is welcome to contact Ms [redacted] at [redacted] or reply to her email with any further questions or concerns he may have about this issue or his 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 Mr [redacted] ’s comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Nicholas [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator We apologize that Mr [redacted] refrigerator failed to meet his expectations The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr [redacted] purchased his refrigerator on May 19, 2015, carrying a one year manufacturer’s warrantyIn Mr [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty, expired almost months ago Mr [redacted] indicated that he had no faith in his refrigerator due to something our technician allegedly mentioned to him, but we are unsure as to why he would make such a comment as we have no related recalls on file from the manufacturer for Mr [redacted] model Despite the fact that Mr [redacted] refrigerator has no current coverage, we have issued a check for $to Mr [redacted] home address and a credit for $has been processed to his Visa account as a courtesyThe check should arrive shortly, if it has not already and the credit should reflect within 5-business daysThis is equal to approximately half of the cost of his repairWe would like to note that Mr [redacted] requested additional compensation for consequential expenses he incurred such as those for eating out while his refrigerator was not repaired or money to buy a small refrigerator, but even when his manufacturer’s warranty was fully in effect, this was not a provision under its termsWe would ask that Mr [redacted] bear in mind that no further recompense will be offered as this is our final decisionSince we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have exceeded the terms of his manufacturer’s warranty, we ask that this matter be closed We apologize to Mr [redacted] and we 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 ***) [redacted] Tammie[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording willHas anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken wasI asked either her or Michelle if there was a way to find out and call him and they said noI said there has to be some way....an employee #, location # or something that he is identified byThen later in our conversation Jenny said, Ken misspoke and he will be reprimandedHow will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to it Long story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago! Sincerely, Lawanna [redacted]

Bought a dishwasher online, called to setup a specific date/time for installationOn that date, the dishwasher just arrived to the warehouse and delivery and installation was not going to happen until after 3-weeks for a total of 6-weeks after buying itCalled customer service, spoke to a total of agents, got different stories and none was able to help me or provide consistent information We had a similar experience with a fridge a few years ago and it took sears attempts to delivery itWe thought that we would give them a second chance with the dishwasher but this second chance turned out to be their last chanceNever again will I buy from sears

My fiancee bought my ring from Sears back in Octand he proposed on Christmas DayIt was not worn until that day, I had only been wearing the ring for four weeks when a stone had fallen outI went to have them replace the stoneHe bought the ring online because they did not have it in storeWas not told or advised go get insurance put on it, so when I brought the ring in they told me I would have to pay almost $I wasn't happy about this since he spent already $240, but I wanted it fixedAbout three weeks later they said it was ready, I picked it up and feel in love with it all over again!! Then within weeks I had two additional stones fall out and two prongs fall outI have called Sears but they said I'd have to pay for it again and its not under warranty because insurance was not purchasedI've only had the ring a total of three months and three stones have came out and two prongs broken offI work at an office, so it's not like I'm hard on itI love this ring but its poor quality and Sears is not willing to take responsibility for it or work with me, its a joke! And I'm getting married in less then three months and I'm stuck with a messed up ring!

Initial Business Response / [redacted] (1000, 10, 2015/05/28) */ Contact Name and Title: [redacted] 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - # XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding Sears Driving School First, we would like to apologize to Ms [redacted] for failing her expectations when she recently enrolled her son in Sears Driving SchoolUpon receiving Ms [redacted] 's complaint, we contacted [redacted] with Sears Driving School for assistanceMr [redacted] responded that his supervisor spoke with Ms [redacted] regarding her concernsApparently, she went to the location and spoke with the instructor, who was able to clarify how the behind the wheel lessons workShe completely understood after their meetingAs to the issue with smoking, Ms [redacted] said that she could faintly smell smoke on the instructor, but it was not an issueSince it is our understanding that Ms [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 11, 2015/08/26) */ August 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms[redacted] complaint regarding her newly purchased washer On receipt of Ms[redacted] complaint our research showed that Sears had been contacted withe first days of the purchaseAfter discussing the issue and service experience with Mr [redacted] we offered to exchange or refund the purchase as per policy should have been offered when they first called in if they were not happy with the functionality of the washerThe [redacted] did try to find a washer and matching dryer but when they were unable to we processed a refund of the purchase We also refunded the Master Protection Agreement that Ms [redacted] purchased as she was informed this was necessary to haveThis information was not true and we apologize that she was provided with incorrect informationWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be avertedSince the resolution provided was acceptable to the ***s we have closed our case We apologize to the ***s on behalf of Sears Holdings Corporation and 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 XXX-XXX-XXXX direct [redacted] @searshc.com

August 4, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her claim that is taking longer than expected We have reviewed Mr [redacted] complaint and apologize that his claim is taking longer than anticipated Mr [redacted] reimbursement has been approved and processed and it does take 4-weeks for the check to be receivedWe unfortunately are unable to have the check received any sooner That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed 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] Regulatory Complaints Specialist [redacted]

July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Ivan [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of needed to serve as a foundation for his king size bed It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears StoreWe 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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr [redacted] at no cost Our records indicate that the item was expected to be ready for pick up on July 8, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 align="left"> Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. 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 the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted] there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] ***Dear [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and the authorization of funds for a failed kmart.com order.It is unfortunate that we failed [redacted] expectations when she recently attempted to place an order with KmartWe 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 Upon receipt of this complaint, we did not find any past or current orders for [redacted] Therefore, we do not have the information necessary to contact her account provider directly With that having been said, it may be important to clarify that our system does place an authorization hold on our customer’s credit card when they place an order, but this is done solely to secure the funds and their account is not charged until processing of the order is complete If the order is canceled for any reason, our system automatically transmits an authorization reversal to the credit provider or bank Unfortunately, the exact amount of time until the hold is removed from the account is determined by the bank or credit card provider As such, the release of authorization is not controlled by Kmart and the time frame may vary [redacted] is welcome to contact Regulatory Complaint Specialist [redacted] for further assistance if at this time her records show that the authorization still has not been released.At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a better representation of the type of customer service that we have built our reputation upon, but we would understand if this is not possible Since we have documented her concerns, we respectfully ask to have this matter closed pending the receipt of further information from [redacted] We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***

September 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #9456***-Gail [redacted] Dear Ms [redacted] : We have completed the investigation of MsK [redacted] complaint regarding her recent purchase According to our records, the pricing for item on August 17th was $1189.99, not $However, an offer should have been made to Ms [redacted] to honor the $price on her exchangeWe apologize to Ms [redacted] and want to assure her that we are investigating to e issue to try and determine why this was not doneAs a courtesy, we are willing to process an exchange for item and sell it for $1149.99, which means she would only be responsible for the difference in cost and that would be $plus tax on that costMs [redacted] may contact me at the information listed below during business hoursTypically, email is the easiest way to reach meIn light of the aforementioned information, we have closed our file We 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 ( [redacted] Tammie[redacted] @searshc.com

January 26, 'serif'"> Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Catherine [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her recent visit to one of our auto centers Upon receiving Mrs***’s complaint, we escalated her concerns to Chris [redacted] , Auto Center Manager of store# who states the following: I spoke with Mr [redacted] on 12/28/over the phone about the price match policyI said we can match the online sale but we could not also give him the in store buy get free The in store price of the tires with the promotion was $291, the online sale price of the tires would be $Mr [redacted] seemed to understand and was fine with my responseHe had two sensors that were in need of replacement, so we ordered them from NAPOur technician was getting different readings on each wheel, digit codes were coming up that did not match anything in his systemOur technician told the salesman that sensors were needed from the dealer, as the aftermarkets were not workingThe new sensors were ordered on 12/30/from the dealer at $Mrs [redacted] came in for the install and was told we were running about a four hour wait and she was fine with thatThe new oe sensors were being replaced at no charge to the customerThe sensors were installed and the same thing happened when they went to program themdigit codes were coming up that did not match anything in the techs tool, he tried several different ways to reset it and nothing workedHe then suggested the customer have the vehicle taken to the dealershipThe next day the customer came in and was told by our technician to bring it to the dealer, if there is an issue from anything we did we will pay for itHe asked to speak to me, I was in my officeI got up front and Mr [redacted] was outside in the lot between two cars talking to someoneI waited for a little bit then went back to my officeHe never came back in nor did he call backI called the dealership today to see if Mr [redacted] went there with an issue with the tpmsthe dealer said the car was in with an issue with the light being on, he went in on 12/They found one sensor had a faulty megahurtz reading and needed to be reprogrammedThat was allThere was no charge for what they did just the state inspection he had done That being said, because we have addressed Mrs***’s complaint, we respectfully request this complaint be closed We 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 concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: I had a purchase master agreement repair investment on both the washer and the dryer setDue to reasonable past longavity experience with [redacted] and Sears Products, along with the protection agreement, I do not agree that I have multiple problems with the machine and I have been the only user of the washer since I purchased it Furthermore the washer should been replace because the service calls that had been made on the washer have been incompetent for service or cost under the master protection services made on and too the washerYes I called Sears this year because the washer continue to bang parts and incomplete cyclesThese are not the sort of problems a person can cause to the machine and as you have said their have been problems with the drum and other parts with these machinesI have continued to have problems with this machine during and after my protection agreement Again I do not think the machine was manufactured properly nor did the service call visits to my home ever resolve the problemFinally I do not think it is reasonable or fair for Sears to request that I spend thousands of dollars every five years for a new washer my dryer have not given me any problems since the date of purchaseTherefore I do feel Sears is responsiable for this washer since it is their productsNext, I had a master protection agreement in which several service was made and some worker recalled coming to my home prior to Lastly, a washer and dryer of this quality should have last me more than five years before becoming totally destroyed simple from washer which it was made for Also each request made to Sears have been difficult to have them respond to what I am asking Sincerely, [redacted]

November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online experience.As clarification, we searched for the kitchen sink online and were unable to locate the merchandise he stated was priced at $However, it should be noted that the correct price will always show in the shopping cart When we do any price changes, or corrections, we update the price that shows in the basket first, and then update all the corresponding pages if there is an errorWhile we understand [redacted] frustration, the fact is that although 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 will be times that an error might occurWe 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 Most online retailers post similar terms of use, and we stand by our disclaimer In case [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:DisclaimerYOU 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 SITE FURTHER, 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 accordance then with that disclaimer and our posted policies, we are unable to honor [redacted] request to purchase the kitchen sink at the incorrect price We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding an oven purchased from SearsThe oven purchased by Ms [redacted] arrived and was picked up by our installer and was delivered to her homeUpon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fitIn the end Ms [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refundThat said, the refund in the amount of $was processed back to Ms [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-days of processingAt this time, since we have noted our response to Ms [redacted] complaint, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

September 9, [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 request for a refund for a power washer she purchased from Sears We have reviewed both Sears’ response and Mrs [redacted] complaint, and we do not find that Mrs [redacted] has brought any new information to her complaint Unfortunately, many issues that a consumer may experience with lawn and garden equipment are caused by the way the item is used or something the consumer has neglected to do in regard to maintenance Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years For this reason, it is our policy to have a certified Sears technician confirm the cause for failure before determining whether a repair will or will not be covered by a manufacturer’s warranty or Protection Agreement, since both policies specifically state that failures due to misuse, neglect, or improper maintenance will not be repaired at the expense of the warranty provider Sears uses the diagnostic guides provided by the manufacturer to determine the cause of failure, and in Mrs [redacted] case it was determined that the poor performance of her power washer was the result of gum deposits in the carburetor and/or other essential carburetor parts This issue results from a lack of proper maintenance or more specifically, a lack of preparation for storage or non-use for a period of more than days Page of Mrs [redacted] Owner’s Manual provides information about this issue and instructions for preventing it With this having been said, we feel it is important to note that this is the same issue Mrs [redacted] experienced on the service visit she references for the previous year We completed that repair under the warranty as a good will gesture, but do not find any justification for making the same exception a second time when it has been determined that the failure has again resulted from a neglect to follow the manufacturer’s instructions While we may empathize with Mrs [redacted] situation, her dissatisfaction or disagreement with our diagnosis does not negate the evidence found within the carburetor of her pressure washer To expect Sears to bear the repair expense associated with a failure that may have been prevented by proper maintenance is unrealistic and inappropriate Additionally, we are unable to provide Mrs [redacted] with a refund, since her purchase has far exceeded our stated day return period Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mrs [redacted] power washer, 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 [redacted] ***

I purchased a [redacted] vacuum from Sear's along with the extended warranty which included a once a year cleaning and tune up I brought my vacuum in to be serviced and upon pick up had to check serial number to make sure it was mine It was dirty, scratched and dented from being carelessly handled by service reps I voiced a concern to the employee who was rude and unconcerned and was told to call the number I called the number and was told someone would get back with me in 4-days I called multiple times and no one will return my call to resolve this issue This was months ago