Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 10, 2015/09/16) */ Contact Name and Title: [redacted] September 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his 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 Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be averted On September 14, 2015, the technician returned to Mr [redacted] home and re-examined the refrigeratorHe found that the freezer rails were out of alignmentAfter adjusting the rails, he checked the doors and confirmed that they now close properlyAdditionally, our records show that Mr [redacted] was mailed a food loss check for $on August 31, 2015, which he should have received by nowLastly, Mr [redacted] was provided with a six-month extension to his Master Protection Agreement (MPA) by our escalated customer service group, Customer Solutions, as a conciliatory gestureWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

March 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience It is unfortunate that we failed [redacted] expectations as we value his patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said we have sent an email correspondence to [redacted] and offered to assist him in placing the order if he is still interestedAdditionally, we hope that in the future [redacted] 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: [redacted] I am rejecting this response because: We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place Originally, the burners on the stove did not work and so the Sears technicians came out several times, pulled the stove out each time, which caused the gas line to leak Sears won't provide any compensation because the leak occurred after their day policyThe fact is that the company only cares about their limited time policy, not the safety of their customers The gas leak could have been catastrophic So, we will no longer purchase or do any business with Sears Sincerely, [redacted] ***

February 2, 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 a recent order It appears that there are things that should not have happened hereFirst of all, it looks like there was an inventory error and the decanter was not in stockIf such an error occurs, the store that was shipping the item should not have accepted the order for shipping, but it seems they did mistakenlyA shipping label was also created, leading us to believe that the item was in stock, and we thought there was simply a delay for some reason, which is why we asked Mr [redacted] to wait initiallyThis also delayed his refundAccording to my records, an agent spoke with Mr [redacted] on January 2, and he offered to place an order for the same item with a $discount applied, but then he discovered that there were none in stock at allHe then offered to apply the $discount on a new order, but Mr [redacted] told him he wanted to look aroundI want to stress that our chat associates do not receive any sort of compensation if they assist a consumer with placing an order for a higher priced itemWe do not engage in using “bait and switch” tacticsIf something is not in stock, our associates are there to make suggestions if a consumer still needs an itemWhen the associate told Mr [redacted] he could see things that were not evident on the site, he may have been rightSometimes our inventory systems the agents use are more up to date than what is listed onlineI want to take the time to sincerely apologize to Mr [redacted] His patronage is appreciated and it is regrettable that this interaction gave him an unfavorable opinion of our processesI can assure Mr [redacted] that we will address the errors noted above in order that any further such occurrences may be avertedI did see that Mr [redacted] had placed a new order for a decanter that was $more than the one he had originally orderedSince he used Shop Your Way Rewards points entirely to pay for that order, I can only issue a credit in that tender, but I am willing to add $worth of points to his account as a courtesyI have extended this offer twice to Mr [redacted] via email, but there has been no responseShould Mr [redacted] wish to accept, my email address again is [redacted] or he may reply to the previously mentioned emailIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: I want the courtesy of a phone callI was promised one, and she hasn't called me Sincerely, [redacted]

February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator We apologize that Ms [redacted] refrigerator failed to meet her 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 decision According to our records, Ms [redacted] was offered and she purchased the only service contract we sell for items with an existing issue, the Service Smart Agreement (SSA.) This agreement covers any needed repairs for a year and if during that time, any repair cost (not covered under a manufacturer’s warranty) goes above $500.00, the member is offered a choice of paying the repair cost over that amount or receiving up to a $credit that they may use towards a replacement form one of our storesMs [redacted] refrigerator still has a portion of her manufacturer’s warranty remaining wherein the parts for her sealed system are covered for years and the compressor is covered for yearsAny labor fees would be her responsibility as that was only covered during the first year of ownership under her manufacturer’s warrantySince she bought the SSA, all labor fees for repairs would be covered during the one year coverage periodUnfortunately, there is no provision for reimbursement for food loss on the first repair under the terms of her SSA Ms [redacted] indicated that she had no faith in her refrigerator and she feels it is “lemon.” However, there are no recalls related to the issue Ms [redacted] mentions on file with the manufacturerMs [redacted] has asked for a replacement, but there are no provisions made under her SSA or manufacturer’s warranty for a replacementFurthermore, our return policy specifically notes that such a request may only have been made within days from the date of purchaseThat said, our records reflect that the repair to Ms [redacted] ’ refrigerator was completed on January 20, As such, we have fulfilled the terms of her SSA and the manufacturer’s warranty; therefore, we have closed our file We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]

This company is not the type of company that keeps there scheduled appointmentsOn July 8th, I called to schedule a service apt and they gentlemen scheduling the apt had a difficult time because the system kept on updating every couple of seconds, finally he was able to give me an apt for days laterOn the day of the apt the tech called me and asked me what type of product needed to be serviced I told him a washer he said he does not do this type of product, he will call dispatch and let them knowA couple of hours later they called and said that the tech for my service called in sick and gave me another apt for days laterNot realiable service

I have had a service contract with Sears on my [redacted] Washing maching for approx years and have never had an issue until nowI had issues with my washing machine and called Sears for repair under my contract An appointment was scheduled for June 4, between am and Noon I received a voicemail the night before confirming the appointment At 8:the morning of June 4th, I received a call that the technician called in sick and I would need to reschedule I rescheduled for June 11, between am and Noon The technician arrived He ordered a part for the machine and we scheduled an appointment to complete the repair on the following Saturday, June 18, between PM and PMI received a voicemail on June 17, to confirm my appointment for the following day Five minutes later I received another voicemail asking that I call Sears to reschedule my appointment I called and asked why I needed to reschedule I was then informed there was some issue with the email and phone systems and to ignore that call Five minutes after I hung up with Sears I received another call, again confirming my appointment for the following day, June 18, between PM and PMOn June 18, 2016, at approximately 2PM I went on to the Sears Home Services website to check on the ETA of my technician It showed that my appointment was for June 21, between AM and Noon I called Sears at approximately 2:PM to inquire if a technician was coming or did they reschedule my appointment without advising me I was told that I had rescheduled my appointment on-line to June 21st I advised that I did not make any change to my appointment and the customer service agent, whose name I did not get, insisted that I did I advised again that I did not change the appointment and June 21st was not a good day for me The agent said the next available appointment was not until June 28th I felt that due to Sear's error in changing my appointment without my knowledge, I should not have to wait that long to have my repair completed I was forwarded to the Tech Routing Department I explained the situation Agent saw the change in appointment and advised the soonest I could reschedule was June 28th; however, she would see what she could do for me and call me back in a few hours She asked if she could put me on hold and after a few minutes I was disconnected I assumed since she had my number I would get a call back immediately She never called back I contacted Sears again and asked to be sent directly to the Tech Routing Department I was forwarded and began, again, explaining the situation to a different individual He did not see a change in my appointment to June 21st at all My appointment was still for that day, June 18th, and he asked to put me on hold so he could contact the dispatcher I begged be called back if we got disconnected Said he would We got disconnnected He did not I decided to see if the tech would actually show up since last person I spoke with said my appointment was never changed The tech never showed up At 5:PM called Sears again Was told the same story that the appointment was changed online to June 21st Asked to speak to a supervisor who said she did not see that my appointment was changed to June 21st The appointment was for June 18th but they never assigned a technician to come to the house Was advised she would call the Tech Routing Dept and call me back She did call back but the Tech department was closed She said she would contact the Tech Department on Monday and call us back or we could take the next available appointment, which by this time is June 30, I did not to wait until Monday This is Sear's error and she as a Supervisor should be able to do something for us Supervisor stated stated "if you don't want me to call you back on Monday - goodbye" And hung up Called back and asked to speak to a different supervisor No one was available The operator submitted a form to have the next available supervisor call us back within hours No one called backOn Sunday, June 19th called Sears again An appointment was made to reschedule for June 29, between 3PM and 6PMWas then contacted on 6/20/16, was offered a $bankers check and told that our appointment was to be monitored to be sure it was kept Less than hours later, our appoint WAS CANCELLED AGAIN BY SEARSI called again and was told they cancelled, without my permission, because technicians were going to training I rescheduled and asked to be forwarded to a supervisor to advise of the situation and was told, again, that my appointment would be monitoredHolding breath for check and for appointment on Friday

October 17, [redacted] Roman">Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that room air conditioner failed sooner than anticipated We apologize that Ms [redacted] window air conditioner failed to meet her expectations of longevity 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 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 these practices many years ago 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 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 In Ms [redacted] case, she purchased her window air conditioner on August 7, and the manufacturer’s warranty expired a year after on August 7, We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseWith that said, any repairs needed at this time will be done at Ms [redacted] expense That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed Again, 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]

December 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 experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused him to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, The gift card shipped out via [redacted] to the billing address and normally would arrive within to business days from the aforementioned dateHowever, due to the holidays we estimate that the arrival time will be approximately on December 7, We truly regret any inconvenience [redacted] may have experienced 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

March 11, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for to cancel her order It is unfortunate that we failed [redacted] expectations and can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further we found that [redacted] paid to renew her [redacted] accountAdditionally, the January order was on the prior year max enrollmentWe can only apologize again for the misinformation that was provided by Sears online and chatAs a gesture of goodwill, we have issued a full refund of $ [redacted] back to her [redacted] account ending in ***For [redacted] records the return receipt number is [redacted] credit will post to her account within to business daysFinally, 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

June 20, Roman"> [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 allegation that his refrigerator leaked and damaged his floor Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterWhile we understand that Mr [redacted] states that his claim has been denied, our records indicate that the claim is still open and being researched If Mr [redacted] has any questions regarding his claim, he can contact [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 claim The 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 final In 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 matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was granted the opportunity to purchase a new refrigerator and it was scheduled to be delivered todayI received an email it was to be delivered today between 3:30-5:I left work early to come home and waitI called at 5:to get a better time and was told I could not get the refrigerator today as my address in the system was correct but my name and phone number was that of the previous owners of the houseI now have to wait additional weeks for deliveryI have had service calls and many conversations where I have updated my informationThis level of service is totally unacceptable

August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Arthur A [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding the problem his mother encountered when she attempted to return the lawn mower after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the 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...gas powered lawn equipment are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value” Since MrHarris’ mother purchased the mower on June 1, 2016, and attempted to exchange it on July 7, 2016, she was clearly over the 30-day “hassle-free” exchange period However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and labor to service the mowerIf the lawn mower is not working, then he must drop off the mower at our store so we can send it off for a warranty repairIf our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a returnWe made multiple attempts to contact Mr [redacted] and left voicemails and sent emails with our contact informationSince he has not responded, we are unable to discuss the matter with himIn the interim, we will consider this matter closed, pending his response Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.com

February 11, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her returned kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed 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 Additionally, [redacted] , Manager for Kmart Store ***, contacted Ms [redacted] directly to discuss her concerns At that time, Ms [redacted] confirmed that she had received the refund for her order Ms [redacted] is welcome to contact [redacted] if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience 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 noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

October 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94569475-Monica [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her washer As Ms [redacted] noted, her washer was not included in the recall she mentionedIn fact, that recall was only for LG manufactured units and Ms [redacted] 's washer was manufactured by WhirlpoolHowever, Ms [redacted] has continued to insist that her issue must be relatedThat would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain modelTypically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN numberWe sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failIn this case, we feel there could be external issues, which we will address in the next sectionThat said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms [redacted] noted Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reachedThere is also the possibility of an issue with the shocks or the balance ring on the washerIn order to make a determination, a technician would need to examine the washerIt could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through useMs [redacted] s' warranty expired on February 8, and as such, she would be responsible for any repair or replacement costsFurthermore, our return policy stipulates that Ms [redacted] had days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsedAt this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may beHe would then provide Ms [redacted] with an estimate for repair if there is a malfunctionIf Ms [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be neededAccording to our files, Ms [redacted] was also offered 20% off of a new washer purchased from SearsThat offer is also still valid if she would prefer that optionMs [redacted] may reach me during business hours at the email address listed below if she wishes to accept one of our offers within the next business days; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] 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] @searshc.com

Initial Business Response / [redacted] (1000, 7, 2015/08/31) */ August 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her allegation that she purchased an item that is unsafe and she wants to return or exchange it even though she does not have a purchase receipt As clarification, [redacted] does not manufacture any merchandiseHowever, we do work voluntarily with the Consumer Product Safety Commission to report any potentially unsafe merchandise that might have been sold through our storesTo do this however, we have to establish that the merchandise was sold through our stores and that it is in fact unsafeTo just report this and have the manufacturer investigate, we generally just need the model information and if it is something exclusively sold through [redacted] and no other retailers, then a receipt would not be needed to report itHowever, to receive any resolutions through our return policy, such as an exchange or refund, a purchase receipt would be necessary to establish the date of purchase and the amount paidWhile it is Ms[redacted] responsibility to retain a purchase receipt for this purpose, as a courtesy we would be willing to search our database to see if we could find the purchaseTo do this, we would need the credit card number used to make the purchase, or if it was purchased by someone that is a Shop Your Way Reward (SYWR) member, we would just need the membership number and could search that wayIf the purchase was made with a check, then a copy of the front and back of the cashed check could also workUnfortunately, if the purchase was made with cash and not with a SYWR membership, then we would be unable to assist in providing a receiptMs [redacted] is welcome to contact me via email at [redacted] @searshc.com if she would like to provide any of the above information to assist in finding her receiptIn lieu of any receipt, she is welcome to provide the manufacturing information so that we can see if the manufacturer has issued any sort of recall and if not, we can submit the information that she has where she feels it is unstable; she should bear in mind though that no refund or exchange would be provided unless the manufacturer and/or the CPSC confirm there is an issue and an official recall notice is issuedIn the interim, since we remain willing to assist and reopen the case if Ms [redacted] provides the requested information, 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 Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a gift I don't have that infoit's a [redacted] brand product so it can't be sold brand new else whereI have mental health issues so .it hard to deal with this abuse from consumers Final Business Response / [redacted] (4000, 11, 2015/08/31) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX August 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] rebuttal to the response we provided While we apologize if Ms [redacted] finds it frustrating, but a purchase receipt is required to prove the merchandise was actually purchased from [redacted] , and to establish the purchase dateOur return policy is clear that a receipt is requiredWithout a receipt, we are unable to provide assistance with an actual refund or exchange; particularly if it is not an item currently being sold in our storesIf Ms [redacted] truly feels it presents a safety issue, then there should be no problem asking the gift giver for the receipt, or for the gift giver to contact us so that we could try to locate the receipt if they used a credit card or SYWR membershipWe would think that anyone that would give someone a gift would want to make sure that it was safeAt this time, since we proposed several reasonable ways to resolve her complaint but Ms [redacted] has not yet complied by providing us with the requested information so that we could help her, we have reclosed our file Again, 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 Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com

December 16, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Miss [redacted] complaint regarding her recent online order and request for a refund of the broken item received We would first like to apologize for any inconvenience Miss [redacted] may have experienced with this orderAfter researching the notes, we found that the vendor had not responded to Sears Online or Miss [redacted] to resolve the issue with the broken merchandise she receivedAdditionally, we sent an email in an attempt to reach the vendor to assist in resolving this matter however never received a responseTherefore, a full refund has been processed today December 16, 2016, for $under return receipt number [redacted] We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we hope that in the future Miss [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, 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 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 Auto CenterWe forwarded the information provided by Mr [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situationThere is an ongoing internal investigation addressing the issueSears Holding Corporation does not make the results of such investigations publicThat said 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]

Initial Business Response / [redacted] (1000, 7, 2015/07/07) */ July 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 dissatisfaction at having other retailers sell items on our sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop upEach page identifies the seller of the itemThe page for this water heater is no exceptionIt clearly notes EccotempSystems as the sellerhttp://www.sears.com/eccotemp-45hi-lp-tankless-water-heater/p-SPMXXXXXXXXX...⇄ apologize for any misunderstanding Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesUsing the online bookseller website referenced in the previous paragraph as an example, if you purchase a book directly from them you would be subject to their return policy, but if you order a book from one of their used book, they have their own policies outside those administered by the booksellerOur website functions in the same mannerWhile we are not able to intercede on these transactions we do monitor the issues and attempt to make sure that our members are being treated fairlyThat said, according to our records, Ms [redacted] was provided with a refund on June 23, We are regretful that our business decisions do not meet with Ms [redacted] approval and can only hope that she may in the future consider using our website again now that she knows that she has the choice to not view Marketplace items if he would rather not use that serviceAs a gesture of goodwill, we are willing to provide a 15% discount if Ms [redacted] places another within days from the date of this letter; after that, the offer will be null and void In closure, 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] Regulatory Complaint Specialist Direct Dial: XXX-XXX-XXXX Email: [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received emails like the one following Sears(r) DELIVERY CONFIRMED order #: XXXXXXXXX Hi ***, Great newsYour order number XXXXXXXXX has been delivered! Here are the details: This order contains the item(s) listed below Orders with multiple items may ship separatelyIf you still have items yet to be delivered, we will send you a ship confirmation for each shipment to keep you updated on the status of your order Thank you for shopping at sears.comWe truly appreciate your business and hope you enjoy your items Sincerely, Your Sears Team The Sears Team Your sears.com order has been delivered Actions Sears (***@account.sears.com)is sending me letters as if Sears is the one I bought from it is a blatant misrepresentation I would be willing to FW them to the Revdex.comIt cost me hours of driving to try to return it to the store then $to usps to return the thing that is not even really from searsBUt the Sears team keept thanking me for the order, told me when it was sent, and when it was delivered Final Business Response / [redacted] (4000, 11, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs we noted before, any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop upEach page identifies the seller of the itemThe page for this water heater is no exceptionIt clearly notes EccotempSystems as the sellerhttp://www.sears.com/eccotemp-45hi-lp-tankless-water-heater/p-SPMXXXXXXXXX...⇄ any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesWhile we are not able to intercede on these transactions we do monitor the issues and attempt to make sure that our members are being treated fairlyThat said, according to our records, Ms [redacted] was provided with a refund on June 23, 2015; making her wholeUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms [redacted] case, we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final 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 [redacted] @searshc.com