Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Jason [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Service sand repairs to his refrigerator We have processed an in warranty exchange and Mr [redacted] new refrigerator has been ordered and is scheduled to be delivered to his home on September 25, There was no additional cost to Mr [redacted] Since it is our understanding that Mr [redacted] was satisfied with having his refrigerator replaced, 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

October 27, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Judy Y [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***’ complaint regarding her refrigerator It is unfortunate that we failed Ms [redacted] expectations in regard to the repair of her refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her 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 Ms [redacted] concerns to the appropriate management team for further review Although several repair attempts were made to Ms [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA) Ms [redacted] was contacted and advised that she was authorized $3,towards a new refrigerator from Sears Ms [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigeratorAlso, under Ms [redacted] MPA, she is entitled to $food loss per year Ms [redacted] can file a claim by calling (800) 827- If she encounters any issues in filing a claim, she can send an email to Melissa.***@searshc.com In the interim, since it is our understanding that Ms [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

August 31, Nita [redacted] 13);">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a recent purchase As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not providedPerformance balance is part of installation and that must be selectedIt says “tire balance amounting included.” There is also a cost reflected for this serviceSince Mr [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a resultHowever, as a courtesy we have issued a credit for $worth of points, which is half of the mounting fee to his SYWR account since approximately $used a portion of his points on the initial orderIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted] [redacted] @searshc.com Tell us why here

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] class="InsideAddress"> [redacted] We have completed our investigation of [redacted] complaint regarding repairs for her dishwasher On receipt of [redacted] complaint we reached out to the service unit for assistanceA senior tech was scheduled on April 15, while diagnosing the dishwasher he found that the water valve was not turned on all the wayHe turned the water valve fully opened [redacted] was contacted by the service management team on April 18, to see how the dishwasher was working and [redacted] had confirmed that she had used the dishwasher twice without any issues [redacted] stated that she would call if she had any more issues with her dishwasher and was provided with the direct contact number to the service unit, [redacted] At this time since it is our understanding that the dishwasher is working and [redacted] has confirmed this we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 17, [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] dissatisfaction with the availability of service for his refrigeratorFirst, we would like to apologize to [redacted] for failing his expectations when he recently contacted Sears Home Services to repair his refrigerator Furthermore, we understand how frustrating it can be when service is not readily available Our appointments are scheduled on a first come, first served basis Unfortunately, when [redacted] called to schedule an appointment, the soonest available date was two weeks out Fortunately, the service unit was able to work with our Routing Department and move the appointment up to March 16, Our records show that the technician defrosted the coils that were frozen over and replaced a defrost control; completing the repairIn closing, we have documented that our scheduling process did not meet [redacted] expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives With that said, since we have forwarded [redacted] valuable feedback to the appropriate parties and completed the repair to his refrigerator, we ask to have this matter closedAgain, we apologize to [redacted] for this issue and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

years ago I remodeled my new home and purchased appliances from Sears, including thousands of dollars for extended year warranties on all of themDuring the first few years I had repair technicians to my home for various repairs on several appliances My extended warranties expired last yearAt Christmastime I had my large family all to dinner here, of usI made a large lasagnaI opened the oven to check its doneness and pulled out the rack slightly to see it and the rack fell down, collapsing on the racks below itMy son attempted to put the racks back in, with the same thing happening again and againThe next day I went to "MySears Community", a website, of Sear's, to review, complain and reach out for helpI found dozens of people with the same model number range having the same issue with theirsMany of these postings went back to I also contacted Sears who denied any knowledge of this issue for these or any other of their rangesNo recall was ever issuedMany people reported burns from the food's splattersSear's informed me that my range was out of warranty and they could send out a repairmanThe posts that I read also had many people stating that they were told by a Sears technician to have the warped range liner replaced, and they did, at hundreds of dollars, only to have the new "fix" have the same outcome, falling racks again! My technician checked the oven, found the walls were recessed and called his service supervisor for adviseHe was told that they no longer replace the oven liner, and that there was nothing they could do to fix it So, basically, after years, I need to now purchase another range at approximately thousand dollars, again! Attempting to join the discussion on their web site is now impossible, it states that it is "down" Something needs to be done about this!

August 2, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com order It is unfortunate that we failed Ms [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 Our records show that on July 17, 2016, we issued a refund check of $instead of a gift card refund, and an additional gift card of $was issued on the same date to give Ms [redacted] a complete refund of $for her gift cards in addition to the credit card refund of $she had already received At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

January 4, [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 surprise points As clarification, there are stipulations to promotions and a threshold in pricing is one that frequently applies when using surprise pointsTypically, the promotion will say that a certain amount must be purchased in order to use the pointsAlso, sales or clearance items may be excluded at times as wellWe apologize if this was not clear to Mr [redacted] As a courtesy, we have added $worth of points to his account and these will be valid for one year from the date of this letter In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I bought a [redacted] refrigerator for our brand newly built office kitchen in October The office was completed and moved into by JanuaryIn late June the refrigerator diedThere was no power or signs of the electric working in itOur electrician confirmed it was a defect with the product and not an office issueIt took weeks for me to get a Sears Repair Technician out to meWhen he arrives he asks me where the replacement part wasI told him I wasn't aware I was supposed to receive one, I was under the impression he would bring itThe technician left and I was told by a sears rep that the item was sent to a wrong addressWe had to reschedule AGAIN and the only available time slot was July 11thNote this is already weeks that we have no refrigerator, the office was damaged from the melted ice and my father is a diabetic who needs to keep his medicine coolJuly rolls around and NO TECHNICIAN SHOWS UPWhen we call the service center they claim the technician couldn't find parkingOUR BUILDING HAS A PARKING LOT! It is now July 27thStill no fridge and a technician was supposed to arrive at 1:45pm and hasn't showed upThis is absolutely unacceptable from searsDamaged floors, defected fridge and my dad's illness at risk because of Sears! months! Repair ticket # [redacted] , original sears Order # [redacted]

Complaint: [redacted] I am rejecting this response because: I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time I was promised the heat would be fixed as a result and it wasn't I paid for the damage an inexperienced Sears mechanic caused my car I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly I would hate for this to happen to anyone els Sincerely, [redacted] ***

I was shopping for a new washer and dryer, and had a Company gift award that could be cashed in for gift cards at various retailersI selected Sears because I checked online and they had the selected washer/dryer in stock in the Pineville location and offered free delivery within days of my order being placedI could have selected [redacted] a variety of other stores, which I am now wishing I did I placed my order onlineA few hours later I received an email notifying me the order had been cancelledI called Customer Support in the morning to ask why, and by the end of the day, I ended up speaking to different customer support personnel - all of which lied about the transaction that occurred and the resolution of the matter The first customer service support person indicated my credit card was rejected which is why the order was cancelledI immediately called [redacted] who informed me the transaction had been authorized approved and postedI called Sears customer service back and explained the charge had already occurred so that couldn't be the issueThe person then said the order never was processed, my gift cards were not charged, and encouraged me to try to place the order again onlineShe indicated that there would be $shipping charge for next day to still get the product in timeI logged online to attempt to do this and quickly found out my gift cards had zero balance and there would be a charge for next day deliveryThat was the second customer service representative who lied to me and she was a manager I took off work for the washer/dryer on Wednesday so this is a huge inconvenience I called back and spoke to a third customer service person, also a manager ("Troy") He indicated I couldn't get the washer/dryer by tomorrow because another customer had bought them instead at the local Sears store and they would have to procure new onesThis was just ridiculous and a complete lie - I don't know why he even bothered trying this line He then looked and saw they could be delivered but the issue was my gift cards had been charged already He indicated my gift cards would be refunded in hours and I could place the order again online This was the fourth customer service representative who lied to me Due to the significant number of lies I had been told earlier in the day, I wanted to online chat with another customer service representative to confirm and get something in writing that I could save the chat conversation This person indicated my gift cards would be refunded in days and not hours as promised earlier My current washer and dryer is broken and the only reason I selected Sears was the promised delivery window of Wednesday 2/ I would have rather selected [redacted] or [redacted] or even paid to fix my current washer/dryer had I known the process would be extended so long I am also alarmed that Sears takes payment so quickly but can freely cancel orders without justificationThe order should be confirmed before accepting and processing paymentAlso when they make errors like this, there should be a way to override the process and issue a new gift cardIt doesn't make sense that I have to wait upwards of a week to make a new purchase because Sears charged my gift cards for an order that they cancelled Sears should issue a new gift card immediately to me and put the burden of sorting out the matter internally on their personnel who made the errorThis customer service is horrific and I will never buy from them again

Since my purchase of a washer/dryer, I have had to schedule and reschedule with the Sears The reason for so many reschedules is because there is absolutely no one, NO ONE, who I can actually speak with to straighten anything out The delivery has gone wrong three times and I feel totally helpless without an actual person to speak with I have talked to customer service, from a seemingly an out of the country call center, and all my demands/directions for my delivery have gone wrong I simply need a four-man team to come out to haul-away and, every time, a two-man team comes out They are wasting my time over and over again I need an English speaking person to rectify my situation There has been no one to help me My washer and dryer are STILL not hooked up

April 25, [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, [redacted] placed through one of our Marketplace vendors, [redacted] ***Some time ago our online website began hosting 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 we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersFurthermore, each seller posts their return policies and the member’s purchase is subject to those termsThat said, we strive to ensure that anyone visiting our site is treated fairly no matter who the seller may beTherefore, we have spoken it the seller and they are willing to email her a printable prepaid shipping label for returnOnce received, a full refund minus the $credit that was already applied will be issuedIf [redacted] wishes to accept, she may email me at the address listed below and I will have the seller send her the return labelIn light of the aforementioned information, we respectfully ask that this matter be considered 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] Specialist, Regulatory Complaints [redacted]

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] class="InsideAddress"> Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding her top load High Efficiency Low-water Washer We understand Ms [redacted] is not happy with the results of her service regarding her washerIt is important to note that Ms [redacted] washer uses very little soapThis is due to the Department of Energy Standards for use of waterThe issues Ms [redacted] states she is having with this washer are listed as Trouble shooting issues in her owner’s manual as operations or as customer instructions on using her washer properlyFor example; Ms [redacted] states that the water level is not high enough to submerge her garmentsPage of her owner’s manual under Troubleshooting, states that the load will NOT be completely underwater and that this is for a high efficiency low-water washer, the washer senses load sizes and adds the correct amount of water for optimal cleaningIn fact each of Ms [redacted] complaint are listed in her owner’s manual as customer instructions, Clothes still wet or washer not draining is on page and 16, and list a number of things that the customer needs to do to address these issues such as unbalanced load, load packed too tightly or that the customer is not using HE soap or that they are using too muchThe owner’s manual also indicates that it is not unusually to find dry spots on the clothes after a wash due to the high speed spins will extract more moisture than traditional top load washersIt is very important to note that the owner’s manual warns against adding more water to the washer as adding more water lifts the clothes off the wash plate, resulting in less effective cleaning Our records show that Ms [redacted] purchased her washer and dryer on July 17, with delivery on July 20, Our first record showing Ms [redacted] contacted Sears for service was on February 2, Service was done on February 9, 2016, our service tech indicated that there were no mechanical failures and he instructed Ms [redacted] on the proper load size and selectionThe second service visit was on July 11, where again our service technician indicated the washer was working properlyWe also checked her dryer on this date and again found no mechanical issue Ms [redacted] states she tried to return her washer within the day return period but the first time Ms [redacted] contacted Sears corporate was on February 2, We feel that if Ms [redacted] was not satisfied with the cleaning performance of her washer she should have been able to determine this and bring it to our attention within the first couple of months This does not seem like an unreasonable requirement We are sure that Ms [redacted] did many loads of wash during her first couple of months, and at no time during that initial trial period did she apprise us that the machine did not perform to her standardsWe do show that on February 19, is the first that Ms [redacted] contacted Sears corporate to request a replacement; this is seven (7) months after deliverySince our service technician has not found any mechanical failures with her washer we are unable to honor her request for a replacement or refund and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

June 2, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# *** Mr [redacted] called Ms [redacted] and discussed her complaint Ms [redacted] refuses to bring her vehicle back to the auto center for an evaluation He suggested Ms [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

February 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her demand to be refunded for a laptop purchased through one of our third-party market place vendors As clarification, when an order is placed for an online item, our policy states that it cannot be canceledHowever, whenever possible, we do make every attempt to cancel if our customer requests thisIn Ms [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possibleUnfortunately, they stated that the item had already shipped and could not be canceledThis particular vendor also does not accept returns for buyer’s remorseWhen Ms [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the orderSince she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reasonIn fact, they only provide repairs or replacementIf Ms [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still availableOtherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, 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 [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have not completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer [redacted] Sears Home Services, District Operations Supervisor provided the following response: Calls have been made and messages left for [redacted] ***, as of this morning they have not been returnedTherefore we are asking the Revdex.com to accept this letter as Sears written request to have [redacted] contact me at [redacted] so that I can address her concernsOnce we have been given the opportunity to service the machine we will provide a more detailed responseWe 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]

Complaint: [redacted] I am rejecting this response because: Due to the fact I contacted Sears on numerous occasionsPlease don't play with my intelligence, check the number that is on file [redacted] and the amount of time I called before the days return policyI was not even aware there was a days return policySears did a great job of not disclosing that informationYes, I did call back again but not within a week time frameEvery time I called a customer representative tried to trouble shoot the problem, that is when I got frustrated and said enough is enoughI wanted someone to come to my home and fix the problem, please check your recordsMatter of fact I was not able to get an early appointed that is why it took so longer to get a repair person to my homeWhen the repair man came over for the second time I was told the ice maker was defective and one had to be orderedThat took another two to three weeks before the part was shipped to my houseWhich meant I had to take another day off of work, this is ridiculous and absurdAll I want is a new refrigerator without paying a restock fee of $200.00, is that too much to ask for? This is not my fault and I should not have to go through this I will definitely make this complaint public information because Sears has celebrity branding; I will get on [redacted] , [redacted] and [redacted] *o let [redacted] know what Sears is doing to their customersI think society and celebrities would like to know the experience I am dealing withSears is using [redacted] to lure in customers, which is putting their names out thereIf I was a celebrity I would not want my name branded with bad customer serivice and poor relationsSincerely, [redacted] ***

November 7, [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of *** [redacted] complaint regarding her recent store experience [redacted] , District Manager, provided the following response: After reviewing [redacted] complaint, we would be willing to discuss the matter with her, but we have attempted to contact her by telephone and there has been no response We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her At this time, we are uncertain as to whether [redacted] [redacted] still requires assistance with her issue, but if she does, she may contact me [redacted] during business hours In the interim, we will consider [redacted] matter closed, pending her response.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 Complaint SpecialistSears Holdings Corporation

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Delivery Solutions [redacted] , Sears Delivery Solutions, Support Specialist provided the following response: It is my understanding that the damage claim has been closed and I was informed that the door has been repairedThe refrigerator has been picked up and a new one was delivered on January 26, If I can be of any assistance to Ms [redacted] , she can reach me at [redacted] That said, we ask that this complaint be closedWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]