Sears Holdings Corporation

July 18, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 class="InsideAddress">Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online processed a full refund on July 8, 2016. Ms. [redacted] should receive the credit of $40.38 back to her [redacted] account ending in [redacted] within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full 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

My customer service experience with sears outlet, Newark DE and their delivery company has be absolutely atrociousI will start from the beginning:I ordered a washer, dryer and refrigerator on Friday, April 10th to be delivered on Wednesday April 15th I get a call confirming delivery on Tuesday evening for to At 7pm on Wednesday, no one has shown upI call the delivery company who assures me someone is on their wayAt 9pm I call again, they then tell me that they sent the driver home and I was not going to get my items and there’s nothing anyone can/will doI ask to speak with a manager who apologizes, tells me to call the store to tell them to reimburse the delivery fee, but that I will get my items the next day(seems fair) I call the store on Thursday morning to tell them what happened, they said they were unaware of the situation and that my items were not put back on the truck nor were they scheduled to go out any time soonI was very upsetThey cancelled my delivery and didn't even put me back on the scheduleHad I not called, I was not going to be put on the scheduleThey put me on delivery for Friday(Now on a two day delay, seven days of not having a washer or a fridge) Friday the three items did get deliveredThe fridge didn’t shut because all of the screws were taken out and/or loose and the washer was broken(Missing the bar in the back on the left that holds the barrel in place, obvious problem) I fix the fridge myself, but there is no way for me to fix the washer as its missing a vital pieceI call the storeThey offer an exchangeThe earliest they can deliver is TuesdayUpset with the poor delivery and now having to wait another four days, I agree, but request morning or evening, but not midday as I workThey assure me they will "do their best"I get the call Monday evening to disclose the delivery timeIt’s 12:30pm-230pm (The only time I am not available)I call the delivery company back immediately to let them know that it is not possibleThey tell me there is nothing they can do and to call the store tomorrow morningThey refuse to let me speak to a manager, telling me that they don’t have managers within the companyFinally, they agree to put me on hold to get a manager, I wait minutes, they get back on the phone to tell me that they will call backAs I’ve been down the road before, I said no I will wait and they hung up on meThey then continued to divert my number for minutes, refusing to pick up and then picking up and hanging up on me Finally I get through a manager who again repeats there’s nothing they are willing to do about changing the time frame, she says that I should have called sooner to let them know there was an issue (I called within seconds of receiving my call, the delay was due to their call diverting and I had put a request it for anytime but that time) The conversation ends with her only saying that I will have to wait until Thursday if I want a different timeSo I said, fine I will take the Tuesday at and skip work (AGAIN) I call the store on Tuesday morning to let them know how unprofessional the delivery service customer service was last night and all of the lies of ‘no managers’ and lack of help or empathy for not having a washer for now daysThey tell me that the items were not put on the truck today, that the delivery company told them to cancel the deliveryI was furious at this point having taken off of work for TWO days for a delivery that is not happening AGAINI requested we get put on for tomorrow as that is clearly the next appropriate time for delivery since they refuse to have the truck come back to get the washer for today (even though I called at 9am) and they refused to put me on for WednesdayThey spoke with my husband and lied to him telling him they will try for tomorrow (Wednesday) or even tonight, but it was made clear in later conversations that was far from anyone’s intentionThe delivery service at one point told me they don’t deliver on Wednesdays, which I know is a lie since I was originally schedule for Wednesday last week I then requested through the store to ensure it was going to be in the morning or in the evening, not midday and they said – there’s nothing we can do, we’ll just see what the computer saysObviously, I workObviously, midday doesn’t work for meNo one caresEveryone is incredibly rude; both the delivery company and sears outletThey ultimately do what they want, deliver as they feel like it and deliver poor, beat up, broken products with missing pieces Customer Service is not a priority to either of the businesses, as they are rude, unprofessional and dishonestI have never had such a poor experience and will never order from sears outlet again Assuming that they decide to deliver the washer on Thursday, I will have gone two weeks without a washerAnd haven't received even an apologize for their continued team-worked mistakes

[redacted] Re: Rosalind [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding a refund for a washer and dryer purchased from Sears Outlet Chad ***, Sears Outlet District Sales Manager provided the following response: It is important to note that Ms [redacted] 's complaint, dated September 29th, was received in our office on October 12, That said, the refund in the amount of $was processed on September 30, back to her Mastercard ending in We apologize to Ms [redacted] for any inconvenienceAt this time, since we have confirmed with Ms [redacted] that she has received her refund, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com [redacted]

May 4, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated her concerns to [redacted] , Auto Center Manager of store# [redacted] who states the following: We replaced a starter for [redacted] vehicle on 07/07/(miles- [redacted] The Starter Warranty is years on the part and months or miles on the labor, whichever occurs firstThis warranty coverage is on [redacted] copy on the back of her workorderWe did replace the starter and fixed some wiring problem that occurred on 10/01/The warranty does not start over again at the time the starter was replaced under warrantyThe warranty continues from the first time of replacement which was 07/07/ This was explained to [redacted] at the time the starter went bad on 03/31/We also reimbursed [redacted] $for the cost of towing/rental carUnfortunately the Warranty expired on the labor of the starter at the time the starter malfunction (03/31/2016)At this time no further adjustment will be granted due to the labor warranty has expired That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Edwin W [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr***' complaint regarding Sears Home Services and repairs to his refrigerator This morning I had pleasure of speaking with Mr [redacted] and he expressed his service related concernsPer Mr [redacted] request I have refunded his American Express card $34.96, additionally the Service Smart Agreement (SSA) has also been cancelled and $will post to the same American Express card ending in We value Mr***' patronage, but can understand how the series of events noted in detail in his complaint has caused him to lose faith in Sears as well as Sears Home ServicesWe can assure Mr [redacted] that his concerns were forwarded to the management team of the local office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleThat said we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: I did speak to ***, he said he would issue a credit on my credit cardNo credit from Sears outlet is listed to dateOnce credit is received as promised ( second time a credit was promised ) then the case will be closedUntil then I guess we will go back and forth Thank you Sincerely, [redacted] ***

September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Frances [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered when she scheduled service to repair her window AC unit Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Our records indicated that on September 4, the window AC unit was authorized for replacement because the parts were no longer availableMr [redacted] was provided the authorization information and instructions for the replacementMs [redacted] has selected a new unit and it was delivered on 9/12/With that being said, since we have addressed the issues brought forth in Ms***'s complaint we have closed 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me [redacted] was a pleasure to work withAll of my concerns have been addressed Sincerely, [redacted]

April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattressThe page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattressAs a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declinedShould [redacted] decide to reconsider, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: I received a call from Sears Install on 11/at 12:pm ESTThey said someone would be in the area to remove the dishwasher and I had five (5) minutes to call them backI saved the messageI was at work at that time and allowing someone five minutes is ridiculous Sincerely, [redacted]

I ordered a washer and dryer through Sears onlineOur location is only eligible for delivery on MondaysThe first scheduled delivery date, we were given a time window for delivery, after calling times for an update, and they never showed upThe "delivery team" said that the washer was deliveredThe next week the delivery was cancelled because the driver was attacked by a dog at the first delivery stop of the dayThe next week it was cancelled because "both units were damaged”Today the driver showed up before we got home (5min difference), he didn’t call, just leftI have reached out to corporate with no reply or apology

March 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the fee we billed him for after visiting his home to assess his refrigeratorWe first want to note that while [redacted] filed his complaint with the Revdex.com the end of October, it was not forwarded to us until the beginning of MarchHowever, while we did not receive his concerns via the Revdex.com we did receive the same complaint via the [redacted] We explained to them that when a consumer calls for a repair, all our call center agents can do is schedule an appointmentThese agents are not technicians and we do not provide estimates for repair over the phoneInstead, our agents read a script detailing that for a minimum fee, in this case $95.00, we will assess the appliance and provide a detailed diagnosis with the cost of any parts needed along with the labor costs to install themIf the estimate is accepted then that would be the only money due, and if it is not accepted, then the minimum fee would be dueWe also make it clear that all charges are payable at the time of our visit When our technician went to [redacted] home on April 7, 2015, he spent almost an hour thereHe found that the refrigerator needed a handle, motor, and switchboardHe gave a verbal estimate of what these parts would cost along with the labor to install them, and not only was our estimate declined, but the person present in the home did not even have the ability to pay the minimum, non-refundable diagnostic/trip fee of $plus tax since there was not a driver’s license to verify the information on the checkThe reason that [redacted] was not left a receipt was because no payment was given so the technician did not have any way to print out the receipt showing the estimate that was declinedIn those instances, we do bill our customers even though we are not set up to bill for our services, as it is the only way to try to recoup the monies that are owedWhen [redacted] filed his complaint with the other agency, he had already paid this bill in November so his account is now cleared With that said, we used our resources to travel to [redacted] home and stay there an hour, and as such, feel he should be responsible for the minimum fee he agreed to pay when scheduling the repairThere is never an instance where the actual repair would be the same as the minimum fee because if a repair is needed, then there would be some type of cost involved for parts and laborBecause of this, we strongly doubt that our call center agent would have told [redacted] that the entire cost to repair his refrigerator, no matter what the problem was, would be only $We also would have liked to be able to provide proof of this by being able to listen to the call, but not only do we not record 100% of our calls, as this is only done for training purposes, but they are not retained for more than days and substantially more days than that have elapsed since the conversation took placeAt this time, since [redacted] has not presented any verifiable proof that he was given incorrect information, and his recollection of what he was told does not seem to correlate to information that is provided by our call schedulers, we do not find that he was given inaccurate information that would justify a refund; therefore we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]

October 31, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lee [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding a recent service call for his washer It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Mr [redacted] concerns to the appropriate management team for further review Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance After reviewing Mr [redacted] service orders, Ethel Graham with agreed to issue the requested refund Accordingly, a refund request for $was submitted on October 28, 2016, so Mr [redacted] should see a credit post to his Visa account ending in [redacted] in the next five to seven days With that said, since we are providing Mr [redacted] with his requested resolution, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

May 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted] ’s candies purchased from Kmart It is unfortunate that we failed [redacted] expectations when he recently requested a refund from KmartWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure [redacted] that his concerns have been forwarded to management for review As a result of this action, [redacted] Manager for Kmart Store ***, spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund As of the date of this letter, it appears that [redacted] has not yet returned to our store As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next business days if he would still like to receive a refund for the candy Until he returns to our store, 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 [redacted] comments and an equitable resolution has been proposed 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] ***

August 17, 2016 0pt" class="InsideAddressName">Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Nancy [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s complaint regarding the repair of her riding tractor. We have received Ms. [redacted] ’s complaint and apologize that it has taken longer than anticipated to repair her tractor. Our files indicate that Ms. [redacted] ’s tractor is scheduled for repair today, August 17, 2016. Because we value Ms. [redacted] ’s patronage and because she has been without her tractor, we have processed a bank check in the amount of $100.00 which will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed Ms. [redacted] ’s 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, Erica [redacted] Regulatory Complaints Specialist Erica. [redacted] @searshc.com

March 23, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer We have received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired Our offices reached out to [redacted] and she verified that the unit was repaired and is now working She was, however, dissatisfied that it took hours of waiting before the technician arrived For this, we apologize and have escalated to the service manager so that future instances such as this can be averted Because we value [redacted] patronage, we have processed a $gift card for any inconveniences that she may be experienced The gift card will be received in 7-business days to the address listed on this complaint That being said, because [redacted] washer/dryer has been repaired, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

Complaint: [redacted] I am rejecting this response because: This new mower is a piece of junkIf they read their own online reviews they would see that the issue is a common problemThe mower line should be recalledSears does not stand behind their own products and their "policies" are anti-consumer Sincerely, [redacted]

January 30, [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 purchase We were able to reorder the merchandise Mr [redacted] wanted and it arrived on January 26, We want to apologize to Mr [redacted] there was an unexpected delay from the vendorShould he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during business hours Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

October 1, 2015Revdex.comAttn: Nita [redacted] North Wabash Ave- Ste2006Chicago, IL 60611Our File No: 16434845Revdex.com File No: 945683617/Patricia ***Via: Revdex.com websiteDear Ms [redacted] ,With reference to Mrs***'s correspondence with your office dated September 25th, I have spoken to Mrand Mrs [redacted] about the roofing issues and all may be resolvedUnfortunately, there were delays and confusion as to what the remedy would be to fix the roofWe deeply regret any frustrations or inconveniences this may have caused the ***s.I spoke to Mr [redacted] this afternoon and he advised me that there were men working on the roof todayMr [redacted] and I agreed that we will not deem the repair complete until after it rains so that is can be determined if there are any leaksOnce this has been confirmed I will update your office accordinglyThank you again for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5496, or via email at [redacted] @searshomepro.com.Sincerely,Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mrand MrsJohn ***MsAmy [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/08/13) */ August 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding non receipt of credit on her canceled order After reviewing Ms[redacted] complaint and our records, we conducted an audit on her orderOur records show that Ms[redacted] order was canceled as requested however due to a systems error, her fund did not processed accordingly and we apologize for thisOur records also show that on July 2015, a credit in the original amount charged of $was issued back to the original form of paymentSince were able to confirm that Ms [redacted] has been credited, we have closed our files 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/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com