Sears Holdings Corporation

October 27, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dishwasher Although we have completed our investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call backWe will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones [redacted] can contact me directly at [redacted] for further assistanceIn the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

July 14, 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 recent online order experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms [redacted] case, the order was fulfilled by [redacted] ***, email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order we show that [redacted] made several attempts to notify the seller since she received the item to no avail. Therefore, we have requested that a full refund be issued back to [redacted] s account. [redacted] can expect to see the credit post to her account within 3 to 5 business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Zhengqiang [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his recent online order experience and request for a full refund Anthony [redacted] , Auto Center Manager for Unit ***, provided the following response: We would first like to apologize for any inconvenience Mr [redacted] experienced with this matterWe can assure that his 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 found that there was an online errorWe spoke with Mr [redacted] regarding this issue and will provide a refund in storeAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn 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

August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – William J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] ’s expectations when he attempted to have this resolved by customer serviceWe value Mr [redacted] ’s patronage and can understand how the series of events noted 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 averted After reviewing the notes in the order we show that Sears Online confirmed a full refund had been processed on August 22, Additionally, we hope that in the future Mr [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 full refund has been provided and we have noted Mr [redacted] ’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

I will never buy or obtain service from Sears ever again Despite the 1000's of dollars of products and services I have obtained over the years, this most recent incident has reflected how very little Sears cares about customers or customer service I recently had a repair tech that was hours late; and made no repairs when he came With many conversations over that time period, I was assured that the repair would be discounted, that I would be credited, several assurances that the issued could be handled The repair tech did not get any notice of a credit, wouldn't acknowledge one as he stood at o clock at night in my house, would not leave an invoice and his supervisor was rude and combative on the phone with me All calls to customer service were futileNo one has made any adjustments to billing, and they have the nerve to send me a bill in the mail Thank goodness for America!! I have options and opt to never again spend one red cent with Sears Is it any wonder that they are crashing when they cannot convey the necessity of customers in a customer oriented business?! Never again!

November 3, 2015RevDex.com [redacted] North Wabash Ave., Ste 2006Chicago, IL [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file In regards to [redacted] concerns, I have advised him that a claim with [redacted] has been filed [redacted] has been handling the damage claim since September 14, We will continue to monitor the damage claim until a final resolution is reached However, we will not have any updates as we will no longer be managing the fileAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] .Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his dishwasher As clarification, Mr [redacted] 's dishwasher was purchased on March 23, 2014, and it carried a full one year manufacturer's warrantyWe do have a days guarantee on any repairs that may be performed, but the last repair was done on March 6, 2015; therefore, that is no longer validAs such, any repair or replacement costs would be Mr [redacted] 's responsibilityFurthermore, while Mr [redacted] has asked for a refund of the dishwasher's purchase price, our return policy is only in effect for ninety days from the date of sale Mr [redacted] has claimed that he was advised incorrectly that his parts were not covered any longerWhile we do keep records of purchase on file for a consumer as a courtesy, it is ultimately their responsibility to maintain and present proof of warranty/purchaseAccording to our records, Mr [redacted] 's model does have a two year limited warranty for partsAny labor costs associated with replacing parts would be his to pay after the first yearAs a courtesy, we offered to have a technician diagnose the issue free of charge and waive the labor fee, but it seems Mr [redacted] had already installed the parts himselfAt that time, we offered to reimburse Mr [redacted] for the parts he ordered himself even though an authorized technician has not verified that they were defectiveSince Mr [redacted] was still not confident in the dishwasher, we also offered to purchase an additional year of coverage on his behalf for the dishwasherHowever, Mr [redacted] has not accepted our offerWe will extend this offer for only days from the date of this letter; after that, it will be null and voidMr [redacted] may simply respond to the last email he was sent if he wishes to acceptIn 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 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 Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of our Sears customer service experiences have been misleading, dishonest and humiliatingIt is my opinion that Sears is neglecting their responsibility of the errors in communicating incorrect information which I acted uponI have loss confidence is Sears as a result of the dishonest responses and therefore do not have any trust they will follow through on any future claims; that is why we seek to get a replacement for our dishwasher that has had parts replaced in months or our money back (which is preferred)As proof to the "continued" unprofessional, quick and untrustworthy communications; the below is word for word the first email we received from Sears with regards to this Revdex.com compliantAgain, we filed a compliant with Revdex.com based on our experiences with sears customer service representativesI will point some items out in the below email, only to point them out and do not like spelling them outIn the first part of the email it states "***"Again for clarity only, it states " [redacted] Ms [redacted] "This is an obvious first sign of a quick none caring email from someone that is suppose to be helping resolve our problemThe rest of the email also reads as if it was quickly put together with no concern to resolve our problemThe last sentence was incompleteBased on this response and many phone conversations like itTherefore based on this, we continue to move forward with our original request WORD FOR WORD EMAIL STATED BELOW: [redacted] Ms [redacted] , I received your complaint todayIt seems you have had a pump and a motor reordered according to our parts systemI would like to offer to waive labor fees in connection with a repair if our technician does the work up to $If the parts you ordered are needed, then technician may be able to use thoseIf it turns out to be something else, I can have arrangements made to return those partsPlease let me know if you are interestedyou would like to do Sincerely, Final Business Response / [redacted] (4000, 11, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal We have reviewed both our response and Mr [redacted] 's rebuttal, and we do not find that he has brought any new information to his complaintWe have already apologized for the typo he continues to bring forwardIn regard to Mr [redacted] 's request for a refund, his dishwasher is well past the point in time where he would qualify for a refund according to our return policyFurthermore, there were no excessive repairs noted in our system for his dishwasher and we have no related recalls on fileThat said, we were willing to issue a refund for the parts that were ordered and also to put his mind at ease about the performance of the dishwasher, we offered to purchase an additional year of coverage on his behalf for the unitThis would mean that he would have coverage for another year in case anything should go wrongIf our technician were to finds that the unit is un-repairable during that time period, he could qualify for a store credit for a comparable dishwasherHowever, we can only assume that Mr [redacted] is not satisfied with that offer as he has responded again demanding a refund, which we are not obligated to provideWe will extend our offer for another ten days; after that it will be null and voidUnfortunately, 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 Mr [redacted] 's case, we do apologize that we failed his 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

October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered with the delivery and return of her refrigerator; as well as her allegation that the delivery team damaged her home It is unfortunate that we failed [redacted] expectations when she recently scheduled the delivery of her refrigeratorWe value [redacted] 's patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [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 [redacted] , Service Recovery Specialist for Delivery, contacted [redacted] to discuss her concerns [redacted] confirmed that the refrigerator has been picked up and returned [redacted] reported that the property damage consisted of gauged floor boards, scratched base boards and wood floor, and wall paint damage to the stair wall [redacted] processed a damage claim and submitted the claim to the delivery carrier [redacted] will be contacted by the delivery carrier regarding the damage claim within business daysWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf [redacted] 's issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time Again, we apologize to [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]

April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her dehumidifier after the 30-day return period had expiredAs clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchaseAccording to our records, [redacted] purchased the dehumidifier on a layaway plan that was initiated on August 17, and the merchandise was picked up on December 7, [redacted] had over months to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] requestAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Sydney [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her online order Chris [redacted] District Manager for Unit 4598, provided the following response: We were able to reach out to Ms [redacted] via the store and walked through her concernsIt appears that the order she purchase via our store was delivered to a local MDO where they have been unable to locate the productThe store was able to process a full return to Ms [redacted] and I left a voicemail for her regarding this matterWe will ensure that we have done everything to retain Ms [redacted] as a Sears memberIn the interim, Ms [redacted] has received a full credit from the storeShould Ms [redacted] have any questions, she may contact our store directly at (480) [redacted] We have noted Ms [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

I purchased a Sears weedwacker # [redacted] Cutting head has melted twice while cuttingHas been replaced twice under warranty, but sears refuses to refund money or otherwise satisfy me

May 16, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase in the replacement amountUpon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $as a courtesy Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount Below is an excerpt from the MPA pertaining to replacements: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable productWe will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe Non-Repairable Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageThere may be additional replacement benefits and limitations depending on your type of Protection PlanPlease refer to the section of this Agreement that is applicable to your type of PlanWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not availableIf Mrand Mrs [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $ They can call ( [redacted] to cancel the authorization and request a refund of the agreementHowever, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them Mrand Mrs [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorization The new television will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warrantyWith that said, since we are providing Mrand Mrs [redacted] with an equitable resolution, commensurate to the terms of their MPA, we ask that this matter be closedAgain, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave., Ste #Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her property damage claim with [redacted] Due to the nature of Ms [redacted] concerns, a claim was opened with [redacted] , our third-party claims adjusterIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] , her claims examiner at [redacted] and reference claim # [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 Ms [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 fileIt is our understanding that Ms [redacted] is in communication with her claims examiner and they are moving forward with the investigationWe 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 30, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Upon receipt of Ms [redacted] complaint, we reviewed the notes within our service system regarding the refrigerator in question Ms [redacted] purchased her refrigerator on September 3, 2011, and the Repair Protection Agreement (RPA) currently carried on the unit was renewed on May 10, 2016, and is in effect until July 27, As clarification, the RPA is a repair agreement and only provides for a replacement if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Ms [redacted] refrigerator was never deemed as such and the last repair was completed on January 25, While we understand that Ms [redacted] would like her refrigerator replaced, we are unable to grant her request In accordance with the terms of the RPA, we repaired the unit and we will continue to do so while the agreement is in effect As to Ms [redacted] request for food loss reimbursement, the RPA allows reimbursement up to $per year Ms [redacted] can call our Protection Agreement department at [redacted] to file a claimWith that said, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

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 meIf you can, please extend my thanks to SearsThey have restored my faith in them and made me a SEARS first choice customer againThanks Sincerely, Jameel [redacted]

We bought our kitchen items from sears and after months we had an issue with the cooktopIt took sears over months to repair the cooktop and the excuses were ridiculous now we have a refrigerator that broke and sears gives us again the run aroundit always takes 5-days to get a repair appointment and then they need to come out a second time and then the parts has to be ordered (generally weeks) and then if your lucky you get it fixed how can a company like this get a A+ rating from the Revdex.com if a repair takes one month or more is a mystery for me

June 30, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe 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, we confirmed that Mrs [redacted] was refunded for her first order and received an additional discount of $on her second order Our records show that the freezer was picked up by Mrs [redacted] or a party she appointed, on June 15, 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 Mrs [redacted] comments and the an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

August 30, Nita [redacted] 13);">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ian J [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding her water heater According to our records, the order was placed under the name Audrey [redacted] Mr***/Ms [redacted] did not select installation when the order was placed and that service was not paid forDelivery and installation are two separate services with separate fees that are listed on the siteIn the interest of consumer satisfaction, we offered to send a $gift card and it was acceptedIt seems that there was an issue with the email address, but this was resolved and installation service was purchased with that gift card on August 16, The work was performed on August 22, Accordingly, we have closed our file We apologize to MrJ [redacted] and 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] Specialist, Regulatory Complaints [redacted] Email: [redacted] [redacted] @searshc.com Tell us why here

November 3, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed as a co-pay under her third-party warranty provider We want to clarify that the way the warranty provider sets up the service call, determines whether the technician’s computer reflects that a co-pay is due or notFor first calls it has one identification and for recalls on a previous visit, there is anotherUnfortunately it appears that the service call was not set up as a recall so it would have given the technician no other choice but to attempt to collect the co-payWith that said, we did confirm that Ms [redacted] had paid $to our billing department, so we have issued a check for $and it is being mailed to the address referenced on this Revdex.com complaintShe should receive this within approximately 1-weeks and if she has not received it by November 18th, she is welcome to call or email me so that I can assist furtherIn the interim, since we have provided Ms [redacted] with her requested resolution, 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] Team Manager, Regulatory Complaints Direct Line: ***- [redacted] Email: Dana[redacted] @searshc.com

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 online order experience and request for an exchange We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processedWhen an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or returnWe 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 avertedAfter reviewing the notes in his order we found that Customer Solutions was able to assist with processing an exchangeThe transaction was processed on March 4, 2016, and delivery was completed on March 6, Additionally, 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, since an exchange has been provided, 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