Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 6, 2015/08/08) */ August 8, [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 dissatisfaction with the problems he encountered with the repair of his microwave and his request for a refund As clarification, since Mr [redacted] purchased the microwave on December 12, he does not qualify for a return and refund on the microwaveSears has a day return/refund period and the time limit has expired on this purchase However, Mr [redacted] did purchase a protection agreement to cover any repairs and a replacement if it is considered non repairableMr [redacted] contacted us on July 7, to schedule a service appointment for his microwaveOn July 9, our technician diagnosed the issue and ordered a part for the unitWhen the technician returned on July 21, to install the part he discovered that that the microwave did not have a model or serial numberSince it is policy that we do not service any appliances if it does not have identification such as model numbers or serial numbers, he reported the information to STAC (a tech support line)Our technician was instructed to stop the repair since he needs to verify that he is working on the model that is covered by the protection agreement and also it is needed to make sure he is ordered the correct partAccording to the notes, Mr [redacted] was denied a repair or a replacement on the microwave because the microwave was missing identification We apologize that our technician did not discover the missing identification until after the return visitSince our technician did start on the repair when he performed the diagnosis, we authorized the replacement under Mr [redacted] 's protection agreementOur technician should not have worked on the microwave at all without the model number at least, but since he did, then we will honor the protection agreementWe made several attempts to contact Mr [redacted] to provide him the authorization information and instructions, but regrettably Mr [redacted] did not return our callsOn Friday July 31, we sent Mr [redacted] an email to the address listed on the complaint with the replacement instructionsIf Mr [redacted] has any questions regarding the authorization information he can contact me at (XXX) XXX-XXXX or email me at [redacted] @searshc.comWith that being said, since we have addressed Mr [redacted] 's complaint, we have closed our file 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

June 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered when he attempted to return the items he purchased at our Shop Your Way Rewards website Upon receipt of [redacted] complaint we reviewed the return policy posted on our Shop Your Way Rewards (SYWR) website and confirmed that our full return policy is not listedWe are in the process of updating the SYWR website to include the full policyWe contacted Mr [redacted] and offered to process the return of the items he requested to returnMr [redacted] accepted the offer and we provided the return shipping labelsOn June 16, we received the return and we issued Mr [redacted] two separate credits to his credit card and two separate credits to his SYWR accountThe credits should post to his account within – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Used and standard shop vac ( which was used sparingly ), compressed air wip ( which was used uncorrectly ), did not clean out vents more then foot ( inches ) into duct work, no runners placed upon entering the home, tracked in dirt from shoes, left moderate amount of dust and debris from service work done, never removed fully removed vent covers to perform taski would not recommend sears to anyone from the lack of service I have witnessed this eveningi have photos documenting the work done, equipment used, and the way the house was left upon service completionEven with the service special, the service performed and condition the house was left was not to sears standards and I will not be using this company for any services in the future

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a service call to repair her garage door openerWhen I spoke with [redacted] , it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm When the technician contacted [redacted] to advise of his arrival time she stated that she was to be scheduled on Saturday the 30thThe local office was booked with appointments and informed [redacted] that they were unable to service her on Saturday [redacted] was not pleased with not being able to have service on Saturday and became agitated and used inappropriate languageSears Garage Solutions is no longer wants to send a technician to [redacted] ’s home due to the issues surrounding this service call and concerns noted in her complaint If [redacted] would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at [redacted] That said we ask that this complaint 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

August 10, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his trimmer First, we would like to apologize to [redacted] for failing his expectations in regard to the trimmer he purchased in May of Upon receiving [redacted] complaint, we contacted CarTeam Supervisor [redacted] for assistance After discussing the matter with [redacted] , Mr [redacted] authorized an-warranty exchange Mr [redacted] advised [redacted] to take his receipt to his local Sears for the exchange [redacted] indicated that he plans to go to the store when he returns from out-of-town; sometimes next week He has [redacted] ***’s contact information in case he has any further questions or concerns In the interim, since an equitable resolution is being provided for [redacted] , we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: Dana [redacted] Contact Phone: [redacted] June 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Donna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the repair of her TV Our records indicate that Ms [redacted] was assisted by Nancy [redacted] in our escalated complaint departmentMs [redacted] repair was completed on June 8, 2015, and Nancy offered a one year extension on the coverage at no charge, as this was purchased on Ms [redacted] behalfThis is added to the other months of complimentary coverage that was provided so that instead of having her Master Protection Agreement (MPA) expire on May 29, 2015, it now does not expire until November 29, The extensions had a retail value in excess of $At this time, since it is our understanding the TV is now operating properly and we provided Ms [redacted] with extensions on her MPA at no cost to her, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted]

Initial Business Response / [redacted] (1000, 19, 2015/06/03) */ June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] K [redacted] Dear Ms [redacted] We have completed the investigation of Mr***' complaint regarding his dissatisfaction at not being to exchange his dryer after our 30-day return/exchange period As clarification, when merchandise is delivered, a customer will signed off on the manifest confirming that we delivered the correct items, and it also states the following: Please check your delivered item for damages upon arrivalYou have the right to refuse damage itemsYou must report any visible damage within hours of home delivery to be eligible for a refund or exchangeIf delivered items with visible damage are not reported within this time frame the refund or exchange will not be acceptedUpon receipt of Mr***' complaint, we investigated and reviewed the salescheck number that Mr [redacted] provided for the purchase of the dryerAccording to the receipt, the purchase was made on July 3, which almost years ago Even though Mr [redacted] stored the dryer in a warehouse for almost years while his house was under construction, it is a consumer's responsibility to inspect any delivered item within the hour periodWith that being said, Mr***' request to exchange the dryer has been deniedHowever, for customer satisfaction and his continued loyalty, we offered Mr [redacted] a 30% product discount towards the purchase of a new dryer from SearsMr [redacted] did not accept our offerWe did inform him that the offer will be available until June 17, We feel our offer is more than reasonable considering that the dryer no longer qualifies for an exchangeMr [redacted] may contact Regulatory Complaint Specialist [redacted] Seelig at (XXX) XXX-XXXX or [redacted] @searshc.com on or before June 17, if he would like to accept our offerSince we have addressed the concerns brought forth in Mr***'s complaint and have a provided a direct contact should he decide to accept our offer, we have closed our files 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 21, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that Sears has an inspection policy with a deadline but I have purchased appliances for new homes in the past and have never had this problem beforeAlso I have been building new homes and installing new appliances for over years and it is not practical to uncrate a new appliance until it is ready to install in the homeI KNOW that the product WAS NOT DAMAGED while in my possessionIt was not touched by anyone other than myselfIt is obvious that Sears is attempting to improve their bottom line by not taking care of their customers and their problemsIt is sad that a corporation of that magnitude and history has forgotten what CUSTOMER SERVICE is really about and the outcome will not be to their likingTheir future is dim! Final Business Response / [redacted] (4000, 23, 2015/06/17) */ June 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] K [redacted] Dear Ms [redacted] We have completed the investigation of Mr***' rebuttal to our response regarding his dissatisfaction at not being to exchange his dryer after our 30-day return/exchange period We have Mr***' rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied with the policy, we are unable to grant his request for an exchangeThe fact remains that the dryer Mr [redacted] purchased was made on July 3, which almost years ago As previously mentioned, Mr***' request to exchange the dryer has been deniedHowever, for customer satisfaction and his continued loyalty, we offered Mr [redacted] a 30% product discount towards the purchase of a new dryer from SearsMr [redacted] did not accept our offerWith that being said, we feel our offer is more than reasonable considering that the dryer no longer qualifies for an exchange, our decision is final 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: I've heard from the local business as described in the response from the business owner I've have not received the "exchanged" tools as described in the response, so until those tools arrive, I'm still not going to declare this issue as resolved I'm kind of surprised as to how slow this complaint was handed by the business ownerIt's been over weeks; this is something that should have been handled much faster I'll notify the local business manager once the missing tools have been received or "otherwise" Sincerely, [redacted] ***

March 2, Roman"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that his heater failed after repair at one of our local auto centers 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 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] ’s 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]

About six months ago I purchased a dryer from the Sears Outlet at 35101 Euclid Avenue Willoughby, OH 44094. Upon delivery I informed the delivery people to leave the dryer that was already in my home in the garage as I was moving it into my basement. After they left I noticed they had taken the dryer and immediately called to have them return it. The manager from the store, Donna, told me not to worry she would call the drivers and have it returned. Shortly after she said they did not know what happened to the dryer that it had gone missing. For the next 6 months I have been trying to get this resolved either by being refunded or compensated for the loss of my dryer. With back and forth conversations with Donna I was being ran in circles with the promise of me being sent a check for the value of my dryer they stole. After ever receiving the check I kept calling Donna who assured me it was coming. It never did and she finally admitted they weren't going to do anything to resolve it. All her lying and unreturned calls have become too much. I will never buy anything from Sears again and hope everyone will do the same they are a horrible company managed by horrible people.

March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal to the response we provided I would first like to apologize that I did not return Mr [redacted] ’s call yesterday but I was out of the office all day and have been catching up all day todaySince he also filed this rebuttal, I have responded hereTo that end, I have reviewed Mr [redacted] ’s rebuttal and did not find that he brought forth any new informationThe fact is that the price of the part is the price that we charge every person that has that repair where we supply the partThere was no inflation of charges just to somehow make Mr [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do thisThey get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverageSo while we do not find Mr [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $to his [redacted] card ending in [redacted] To accomplish this, we will need Mr [redacted] to call or email me the first digits of his digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our systemI can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:and for email, I am available those times and additionally on Fridays for that same timeAt this time, since we are willing to refund Mr [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, we have closed our file 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] Team Manager, Regulatory Complaints [redacted]

January 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase According to our records, a refund for $was issued on December 28, This refund did not include the delivery or haul away fees, as these are non-refundable chargesHowever, in this case, we feel an exception could be made and additional credit for the remaining $was issued todayWe ask that Ms [redacted] allow 3-business days for this credit to post The issue is that the 10,points that Mr [redacted] references is a delay posting point offerIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here

[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions[redacted] , Support Specialist from Sears Garage Solutions provided the following response:According to the local office, [redacted] has not been charged twice for the $fee I have left a voice message for him asking to have my call returnedIf [redacted] can provide me with proof that he was charged twice, I will reimburse him the $I can be reached at [redacted] and via email at [redacted] Since we have noted our intent to reimburse [redacted] if he was charged twice, we ask that this complaint be closed pending further contactWe 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]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBarbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms [redacted] ’s home to diagnose her complaint that her refrigerator/freezer was not coolingThe technician arrived at the home on September 20, and found the interior temperatures properThe unit was operating as designedThere were no parts used and the call was closedMs [redacted] feels her refrigerator will fail and she would like it to be replacedWe feel it is important to remind Ms [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repairedSince we have not found any problems with the refrigerator, we ask that 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: this is a very disappointing and unaccountable responseI could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchaseHow am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings? It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web siteIn addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolvedThey currently have an 'F' rating on the Revdex.com websiteAgain, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with searsAs far as Im concerned, sears also has an FThis has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is days and I initiated the return the day after I received it in the mail)I have not ask for anything outside of the return policy, I have been following the return policy exactlyBecause the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow throughI don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICYYou have lost a customer in me and my familyThe response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friendsI hope people see this post before shopping at sears in the future, so they know exactly what sears stands for Sincerely, [redacted] ***

March 21, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her washer and her request for a replacementFirst, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washer While [redacted] washer did not qualify for a replacement under the terms of the Master Protection Agreement (MPA) District Operations Supervisor, [redacted] authorized a replacement for customer satisfaction As [redacted] current washer is still available, she has been authorized a replacement amount based upon the current retail price of the washer - $879.99; however, [redacted] can select another model from Sears and use the aforementioned amount towards its purchase [redacted] is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, and then provide additional coverage until September 25, With that said, since we are providing [redacted] with an equitable resolution, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cynthia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the repair process for her refrigerator As clarification, Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Ms [redacted] ’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted We have informed Ms [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensationPage of Ms [redacted] ’s owner’s manual specifically notes that this may be the cause of such an issueIt also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air inWhile Ms [redacted] ’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may existTo date, there has been no evidence of a failure of any kindShould Ms [redacted] wish to schedule an appointment wherein we may do this, I may be reached during business hours via email at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered 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

December 4, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Lenore [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding service her service experience.Upon receipt of Ms [redacted] ’s complaint, we found that she had been in contact with MsNancy Robinson in our escalated complaint departmentThe store manager, MrChris [redacted] arranged for a Janome HDHeavy Duty Mechanical Sewing Machine to be purchased on her behalf and Delivered to Ms [redacted] ’s home on November 9th If Ms [redacted] ’s is still in need of assistance she can contact MsNancy Robinson directly at 1-888-266-extor the store manager, Chris [redacted] directly at [redacted] Since it is our understanding that the resolution provided was acceptable to Ms [redacted] we have closed our case.We apologize to Ms [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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com

September 29, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Eric M [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his recent online order experience and request for assistance in choosing a size It is unfortunate that we failed Mr***’s expectations as we value his patronageAfter reviewing the information he provided, it appears he is interested in model [redacted] which is Sears item number [redacted] This shelving Unit has the following measurements according to Sears.com: Length 18”, Width 60”, Depth 18”, and Height 72”This item number *- [redacted] is currently on sale for $and we are unable to provide an additional 15% offAs of today, it appears that this product is available on or about October 5, 2016, if the order is placed prior to 3:pmWe apologize for the difficulty Mr [redacted] encountered on the website and hope that this provides clarityWe have included two pdfs with the screen shots of the product in question for his recordsShould Mr [redacted] have any further questions or concerns, he may contact us via email at Eligia[redacted] @searshc.comIn the interim, we have noted Mr***’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Laila N *** #Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda [redacted] , Sears Garage Solutions, Support Specialist provided the following response:We would like to refund Ms [redacted] $but need to speak with her to process the refundThat said, I would ask that Ms [redacted] contact me directly at [redacted] or via email at rhonda[redacted] @searsfranchises.com, so I could gather the needed info to process the refundSince we have noted our intent to refund Ms***, we ask that this complaint be closed pending contact 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,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com