Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his freezerMr [redacted] was contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refundMr [redacted] returned the freezer to the store and received a full refundWe apologize to Mr [redacted] for the inconvenience he encountered during the repair processSince Mr [redacted] has returned the freezer and has received a refund, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Contact Name and Title: [redacted] October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] s: We have completed the investigation of Ms ***'s complaint regarding her dishwasher and her request for a replacement First, we would like to apologize to Ms [redacted] failing her expectations in regard to the repair of her dishwasherAfter reviewing the notes in Ms***'s service order, our office authorized a replacement under her Master Protection Agreement (MPA)Based upon the features of Ms***'s current dishwasher, it was determined that $would provide her with a comparable replacement under her MPAAn email was sent to Ms [redacted] on October 13, 2015, explaining the replacement processAs stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorizationThe new dishwasher will be delivered at no charge and the old unit removed; a basic installation will be providedThe remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer's warranty; then continue to provide extended coverage until it's expiration on March 9, Since we are providing Ms [redacted] with an equitable resolution, 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

August 12, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Theresa M [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the installation of her water heater We have spoken with K5, the company that performed the installation in question and they have been trying to reach Ms [redacted] unsuccessfullyWe ask that Ms [redacted] contact Kto discuss the matter and work towards a resolution if needed Kmay be reached during business shours at (***) [redacted] In light of the aforementioned information, we respectfully ask that this matter remain 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com Tell us why here

I ordered hoverboards from Sears .com arrived late and the other never arrived You call Sears.com and are handled by the Philippines and they refuse to transfer to the US They have no answers and are a waste of time Sears..:thanks for ruining our Christmas

October 13, Sears Holdings Corporation [redacted] Hoffman Estates, IL [redacted] Dear SEARS Holdings Corp: This letter is to complain about service I recently received from Sears online and in-storeI went into the Sears store at [redacted] Mall on March 8th of this year in hopes of purchasing a dress for my grand-daughter’s first Easter, I was successful at doing so and I purchased other items as well My daughter was coming in town on March to pick the dress up However, when we removed the bag that was over the dress, we noticed that the Sears Associate ***, conveniently left the security bar attached to the dress I do not understand why the security alarm didn’t go off when I left the store, but oh well This is where I commend the Store Manager, Charles [redacted] : On March 15, I placed a call to him and advised him as to what happened He was VERY helpful by telling me to come back into the store and they’ll take the security bar off and ship the dress to my daughter in South Carolina for freeOk, I’m a shop your way member, [redacted] and I often purchase items from either Sears or [redacted] This brings me to the recent fiasco with Sears On October 2, 2016, I placed an order with Sears {order # [redacted] }, a diamond accent bracelet and a pair of Sterling Silver White Topaz Earrings I was advised via email that the order would be to be no later than October 12…I received it on October but it was only the bracelet On October {Saturday}, I called to Sears @ 800- [redacted] to inquire about the earrings and was advised by the representative that answered that my earrings would arrive that day As the day progressed, no package Ok, Monday, October was a holiday and it didn’t arrive then It was only when I called the customer service number again today is when I was advised that the order for the earrings were cancelled But no one informed me of the cancellation This is where my disappointment lies At any rate, I spoke to a supervisor and he acted nonchalant about the situation which is why I’m sending this FORMAL complaintI’m heavily disappointed in Sears and will make it my business to not purchase anything else from them and to ask family and friends to stop their purchases also repeatedly

I am a very dis satisfied customer On December 4, I purchased a large order including a new refrigerator and electric rangeI paid for this order and watched my account for a couple weeks waiting for a delivery date for my appliances After a couple weeks, I finally got a delivery confirmation for January 9, I took the day off to be home for my delivery Fast forward to delivery date,.....NO SHOW That evening, I finally got a delivery reschedule on my sears accountThey did not update this until the evening of the 9th But the delivery date was rescheduled for January 16, I again took the day off for this delivery (which delivery date and time was called and confirmed) Again,....NO SHOW! Finally about 6:pm they updated my account with yet ANOTHER reschedule date of January 30, Which I will, again, have to take another day off work to be home which will be a grand total of $in lost wages for delivery dates I also removed my old electric range on 1-8-to make room for the new one which never showed up so I have been without a cooking stove as well Sears wanted to send me a $gift card as an apology which does not even come close to covering my lost wages and the inconvenience of not having a stove to cook on I have made a contact twice by live chat and I have made phone calls so far with absolutely no resolution I have seen Sears trucks in my area as well yet they said they cant deliver MY stuff which has been paid for for over a month now and will be months by the time the next delivery date arrives I am frustrated and angry that they are not doing anything to try to resolve this in a timely manor I keep getting told that someone else will contact me, at their convenience What about my convenience? What about my lost wages of $PER DAY I have been losing for their "delivery dates" that are no shows? My purchase is costing me even more than I paid for in the beginning This is not fair to me or any one else that has to put up with the same problem

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Shaun [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his online order We would first like to apologize for any inconvenience Mr [redacted] may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr [redacted] 's records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

June 2, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the multiple repairs of her washer We have received Ms [redacted] complaint and apologize for the numerous repairs that she has had on her washer We would like to note that Ms [redacted] had repair on May 21, where it was determined that the valves in her washer were bad She declined the repair That being said, because we have addressed Ms [redacted] complaint, 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]

Complaint: [redacted] I am rejecting this response because: I again state that Sears did not uphold their side of the "Sears Guarantee"The simple fact is that my carpets were never cleaned I paid for cleaning service that never took place The employees barely went over the carpets and either didn't do any actual work or did very low quality work When I inquired about the Sears guarantee, I was only advised that the guarantee would get me my money back if I was unsatisfied with the work because that's what I was told Sears employees and management have been abusive, rude, and unprofessional during this entire process And again I state, the Revdex.com should take action against Sears rating if they are seriously in business to protect the consumer Even employees in the local office admitted what happened to me happens to a lot of people The clearest sign that Sears locally and in their resolution office didn't take the matter seriously is that they didn't call me I say to the Revdex.com, do you consider this a valid action and response if the people who claimed to have done an investigation NEVER called me They are attempting to sweep this under the rug and write me off as just another upset customer I would have accepted many different resolutions A gift card for reimbursement of what I paid, a sincere apology, a promise to retrain and counsel employees about the way I was treated But again, no effort was made by Sears Corporation at any point to rectify this matter other than talking to the manager of the office who was not present at the cleaning and who himself refused to take my calls All I am asking for is for Sears to take this matter seriously I am but one lost customer, but rather than taking this matter seriously, I fall into the stack of the other thousands of unsatisfied complaintanta on review sites and on the Revdex.com site Sincerely, [redacted]

April 26, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in her order, we confirmed that all pieces of the order had been returnedTherefore, we have processed a full refund of $back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Doris N [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the problem she encountered when she attempted to return her purchase 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 policyMs [redacted] mentioned that she purchased the gas motor bike onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the gas motor bike on December 12, 2015, and then attempted to return/exchange it on April 23, 2016, she was clearly over the 30-day “hassle-free” return period According to the notes listed on Ms [redacted] ’ online order, she contacted our online customer service on September 1, and requested to return the motor bikeShe was informed of the day return period and her request was deniedWithin minutes, Ms [redacted] called again and requested to exchange the motor bikeSince she had already been informed of the 30-day return/exchange policy, she was instructed to contact the store regarding her request; however, she was not promised an exchangeIf the motor bike has a problem, Ms [redacted] should contact the manufacturer, Motovox, at (888) 488-as listed in the manual We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] ’ request 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

March 7, *** [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of a refrigerator he wished to purchase Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issueArrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigeratorShould [redacted] have any further questions, he may contact me ***) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closedWe 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

The worst time I ever had purchasing a fridgeFirst off from the beginning I told them the fridge can't be delivered till after I got a call where I was informed the fridge would be delivered at I called back and again stated that no one will be home till after She said that it will be fine the fridge will be delivered after I get a call the next day I tell the driver no one will be home till after he said oh well that's too bad thenHe rudely said I should have told someone that and that they are not there to work around my scheduleThat if I wanted it delivered after I should have said from the startI told him I did I said it at the time of purchase and I called to reschedule the drop off till after He said that it's too bad should have planned better and hung up on meI called him back and when he answered the phone he was extremely rude and asked me what do I want that he is to busy to listen to me and does not care what I needThis was an insultI eventually got the fridge delivered but I can for sure say that this is my last major purchase from SearsWe where treated with compete disrespect and they completely lacked our needI honestly wish I would have paid the extra money and gone to Best Buy instead

November 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the cancellation of her layaway and her subsequent request to have it reinstated and a refund for the cancellation fee.It is unfortunate that we failed Ms***’s expectations when she recently used Kmart’s layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention, since Ms [redacted] indicates that her layaway was cancelled due to a delinquent payment, Kmart allows a seven day “grace period” before a layaway account is cancelled for non-payment Additionally, layaway payment progression is an automatic process our store managers and associates are unable to defer or change in any way With that having been said we would be willing to issue a $gift card to Ms [redacted] as a good will gesture We attempted to reach her at the telephone number she provided to see if this offer would meet with her approval However, we were unable to reach her or leave a message If Ms [redacted] would like to accept our gift card offer, she may contact Regulatory Complaint Specialist [redacted] at [redacted] within fifteen business days from the date of this letter Until we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed pending Ms [redacted] response, since we have documented her concerns and proposed an equitable resolutionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] 1- [redacted] ***

February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] class="InsideAddress">Chicago, IL Re: – Bo [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his snow blower and request to return for an exchange We apologize that Mr***’s snow blower failed to meet his expectationsAfter researching this matter further we found that service had been scheduled for a technician to diagnose the unitOn January 13, 2016, a Sears technician placed an order for a new parts to complete repairWhile the product is past the day return policy, we searched for a similar snow blower in an attempt to provide a faster resolutionHowever, we found that the snow blowers were all on back order including the same model Mr [redacted] currently hasSince the parts had already been ordered and service was scheduled, it was in Mr***’s best interest to have the product repairedAccordingly, a Sears technician was able to complete repair on January 21, The Sears tech went over the unit and ran a test for thirty minutes and found no issuesAdditionally, the technician showed Mr [redacted] the starting procedure and the unit is now working to the manufacturer’s specificationsIn the interim, since the product has been repaired, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

We bought a couple of major appliances from Sears on Saturday July 30th We asked for the appliances to be delivered since one of those appliances was a refrigerator We asked Sears when they could deliver both appliances and they indicated they could deliver Monday August 1st On Sunday July 31st, I received an email and an automated phone call that the merchandise would be delivered on August 1st between 8:30-10:30am When the merchandise did not arrive, I called Sears to find out if they were on their way at 10:45am I was told that the merchandise was on a truck in route to my house, and was further instructed not to leave because they would arrive within minutes At 1:45pm, I called again and was told then that the merchandise never left the warehouse and that it would not arrive until August 2nd I lost a day of work waiting on the delivery from Sears After several phone calls to the store, the warehouse, and various 1-customer service numbers, I did not receive a satisfactory answer as to remuneration for a missed day's work or an apology from Sears The worst part about this situation was that Sears NEVER made the effort to call me to inform me the merchandise would arrive late, much less to inform me that the merchandise would not be delivered at all I did not find that out until I made those phone calls I've complained to neighbors and friends, and they all shared similar experiences In fact, one neighbor said they had Sears return the merchandise because it did not arrive on the date as promised Once the merchandise arrived, the neighbor indicated they told the driver to return to the warehouse because the neighbors were on their way to the store or purchase to demand a refund Lastly, there is no direct complaint line to Sears to share this experience with, hence our only action is to contact the Revdex.com

Complaint: [redacted] I am rejecting this response because: Sears repairs did come to my home and adjusted the issue, and followed up with me rather quickly which I appreciateThe issue is still going on, the fridge is not malfunctioning it is defected and I need a replacement fridgeI do not believe that this is how an appliance is suppose to workIt has been a truly frustrating ordealThis is now the 4th time some one has been out for the same issue, the fridge can not keep cool and DOES NOT WORK! I NEED a replacement fridge because obviously this is not a minor issue, the fridge it's self does not work and my food is going bad and I am unconvincing my self every day to use a fridge in my garage because my fridge inside my home does not work, this has been truly one of the worst experiences I have had with a companyI thought that sears had great appliances, and that I was doing the right thing from purchasing from them but that can not be far from the truth, buying a new fridge from Sears has very unpleasant to say the leastI hope the Revdex.com can help me with this for a solution that will help the customer Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] class="InsideAddress"> [redacted] We have completed our investigation of [redacted] complaint regarding her Sears Home Warranty Upon receipt of [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan [redacted] has cancelled her warranty plan and fully refunded all payments received from [redacted] on this planThe $will go back onto her [redacted] card ending in [redacted] If [redacted] is still in need of assistance or has any questions regarding the home warranty plan or the refund she may contact [redacted] Services directly at [redacted] ***Since it is our understanding that this resolution was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] *** complaint regarding his recent purchase According to our records, [redacted] was contacted by [redacted] from our Executive Office and he offered to provide a 20% discount off of another orderThe new order was placed and on November 4, 2015, a credit for $was issued We want to apologize once again to [redacted] and assure him that the events surrounded this issue will be investigated so that we may prevent further such occurrences [redacted] has a call scheduled for November 11, will follow up with [redacted] or his fiancée to verify that the credit is visible Since [redacted] indicated that this resolution met with his approval, we respectfully ask that this matter be considered closedAgain, 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]

August 4, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Gary L Cooper Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that the installation contractor damaged his cabinetry and interior walls during the installation of his wall oven Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact Kacie [redacted] , his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claimOn August 2, Ms [redacted] contacted Mr [redacted] and requested photos of the damage and repair estimatesThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is finalIn the interim, since Mr [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file 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 [redacted] @searshc.com