Sears Holdings Corporation

Contact Name and Title: [redacted] October 19, [redacted] 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 his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his washer repairAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Mr [redacted] 's complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed On October 15, 2015, the technician returned to Mr [redacted] 's home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Mr [redacted] may have experienced, we have purchased a six-month Master Protection Agreement (MPA) for Mr [redacted] 's washer; the coverage will begin on June 30, 2016, upon the expiration of the current coverageAdditionally, our records show that Mr [redacted] was mailed a $check on September 24, 2015, to assist with his laundry expensesIn summary, since we have completed the repair to Mr [redacted] 's washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Nita [redacted] s Revdex.com North Wabash Ave., Ste [redacted] Chicago, I* Re: [redacted] - Jeffrey [redacted] Dear Ms [redacted] s, We have comp*eted the investigation of Mr***’s comp*aint regarding his dissatisfaction with our customer service, regarding the rep*acement of his cook-top We va*ue Mr***’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted We can on*y reiterate that we tru*y regret that the incident caused him any inconvenienceWe have processed a check in the amount of $for customer satisfaction reasonsWe respectf*y ask that this matter be c*osed, since we have honored Mr***’s request and noted his candid feedback Again, we apo*ogize to Mr [redacted] for this issue and appreciate the opportunity to address this matter P*ease fee [redacted] free to contact me if you have any further questions or concerns Sincere*y, Vanessa [redacted] Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation [redacted] direct Vanessa[redacted] @searshc.com

November 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems encountered when scheduling a repair for her washer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frameUnfortunately, at the time, the first available date was November 7, In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms [redacted] with a 20% discountOur records indicate that the washer was repaired on October 28, As far as Ms [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warrantyAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 5, 2015 [redacted] ** [redacted] [redacted] [redacted] We have completed the investigation of [redacted] ... complaint regarding her dissatisfaction that her freezer failed sooner than she expected.We apologize that [redacted] freezer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. In [redacted] case, she purchased her freezer in February of 2009, and the full manufacturer’s warranty expired a year later on February 22, 2010. There are some freezers that come with exceptional part warranties that cover the compressor for an additional 5 years; however, [redacted] is not one of them and even if it did have this coverage it would also have expired in 2014. Since there is no warrant coverage or service contract to provide the benefit of a covered repair or replacement, any service or replacement would be at [redacted] expense. With that said, as a courtesy we have issued her a refund for her service call to diagnose the problem. This has been sent in the form of a mailed bank check to the address referenced on this complaint and she should receive it within approximately 1-2 weeks. In the interim, since we have explained that we are unable to honor her requested resolution as she does not have the coverage to provide this benefit, we have closed our file.Again, we apologize to Ms. Bonecutter and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]

October 8, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: Revdex.com File No: 94570809/ [redacted] Via email: Revdex.com website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner The HVAC installation was completed on 07/28/The customer signed the Certificate of Completion on this same date, signifying that the contract was fulfilledHad he wished to cancel Mr [redacted] was given three business days to cancel the contract, from the date of signing, if he no longer chose to complete this purchase in accordance with the contract that he signedHe did not cancel and did in fact allow the product to be installedAll agreed upon discounts were applied at the time of the sale The refund that Mr [redacted] is requesting is a request for compensation due to his disagreement with our pricingSince compensation is not a contractual obligation, we respectfully request that you close your file as we have fulfilled our contractual obligation to Mr [redacted] On behalf of SHIP please know that we value Mr [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 Heather.***@searshomepro.com Sincerely, Heather [redacted] SHIP/HI Regulatory Complaint Specialist cc: Robert [redacted] via 1st Class Postage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me There's really nothing to be done at this point [redacted] the local store owner, did call me to apologize He stated in the conversation that he had received a call from his District Manager telling him to do so He indicated he hadn't even read my statement Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor This situation involved FOUR appliances, not just a range [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experienceSincerely [redacted] Sincerely, [redacted] ***

I purchased a [redacted] Elite (**) refrigerator from Sears on line I was told it was sent from Allentown Sears It is now two years old and on June 3, it quit working I called for service the same day and was told a repairman could not come until June On June the repairman came and concluded that the compressor died, but he would have to order a new one A week later, the compressor arrived, but I was told that the repairman could not come until July The compressor sat in my living room for weeks July the repairman came and installed the compressor The next morning the refrigerator was no better than before he came I called again He stated that in fact he had installed the wrong compressor and would again have to order a new one and would also install a new mother board I received a call approximately July stating that the parts are on back order and I may or may not receive them July As of this date which is a month and a half, my refrigerator has not been repaired and may not be at all if they can't find the partsI requested that they give me a new one, but apparently I have to go through this hell if he cannot fix it for the THIRD time No wonder Sears is closing their stores Their service stinks I will never purchase a product from Sears ever again and will tell anyone willing to hear my storyThank heavens I purchased the Major Protection Plan because the first repair would have cost me $ I realize there are lemons with everything occasionally, but the service is complete failure They should close Unfortunately, for me, I have a range, dishwasher, washer and dryer that I also purchased from Sears You can bet this is my last purchase everMaybe by next year it will be fixed, but by then my protection plan will be doneWhat a jokeThey state in their advertisement that they have over 10,technicians at your service, well I'd be very, very happy if I could just get one, NOW

Complaint: [redacted] I am rejecting this response because: this was my response to the sears lady who called me every store I go have some kind of an exception, store credit, or whateverI just could not understand why sears would not let me exchange onesiesI even asked the manager to process it as a non receipt return and I would pay the difference, but noyour online representative gave me the Hoffman heights address to send my complaint toif your company had good customer service, they would have at least acknowledge receipt of that item and or the complaint, but I never heard anythingI might not find that receipt since it has been two months, I will just count this as a loss and stay away from searsSince this experience, the only time I consider looking at sears now is if I see a posted deal for free points or something, but now I am considering staying away all togetherI know companies are supposed to document/scan all incoming mailit was a USPS package in a priority flat rate legal envelopIf it can be located fine, it not I will cut my lossesJust very disappointed at this kind of service when I purchased those onesies, the return policy was not daysit was daysthats why I kept them for that longand I never said I attempted to return them on sep 2nd, it was in august, sept was when I mailed the complainif you can't locate them? what is a tracking number really going to do? other than prove I sent it in? anyways, you provide bad customer service and you have thieves in your officethe person who received that complain should have refused and resent the package back to me, but they kept itno one even acknowledged my complaintlike I said, sears will no longer be my go to placecheck your mail rosters for sept 9th, 10th or 11th Sincerely, Charlotte [redacted]

We ordered a washer and dryer, for a total cost of $3361; one of the most disappointing customer service experiences ever The sales person was great; but everything after that - HORRIBLE! We waited weeks for delivery, my husband took the day off to accept delivery The deliveryman showed up with a washer; that's it - no dryer, or pedestals Customer Service said all we had ordered was a washer, and to work it out with the store After my husband refused delivery, he received a text that said the delivery was complete and thanking us After multiple phone calls, Sears said we would have our complete delivery the next day We received a phone call in the morning of a recording stating there was a delay with our shipment and to call We called and the rep said we were all scheduled for our delivery, and to disregard the voicemail My husband confirmed what would be delivered, and we were hopeful The same deliveryman showed up, this time with a dryer and pedastal - the delivery man was shaking his head when he walked up to our door; embarrassed We refused delivery again and proceeded to call customer service, for a total of about calls - and in the end, cancelled our order because the experience was horrible Sears offered to give us $100, and tried to sell us Sears home improvement services - WOW - that's all I can say We are now looking at other retailers

September 12, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ryan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding the charges for a repair to his washer Upon researching Mr***’s complaint, we reviewed the service orders and his owner’s manual as it pertains to repairs Mr [redacted] was charged $on August 22, 2016, to repair his water pump; the technician removed nails The technician returned on August 30, 2016, and removed two more nails; Mr [redacted] was not charged for the follcall The $is strictly for the repair to the water pump; Mr [redacted] was not charged any additional monies for a diagnostic scan Furthermore, the owner’s manual specifically states that any repairs necessary due to accident or negligence would not be covered Since we have explained why the charge to repair Mr***’s washer is correct, and no refund is due, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Complaint: [redacted] In order to properly document this file, I am rejecting this response and providing an update Sears has agreed today 1/24/not to send the previous installer back to my rental property Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rdThank you for your assistance with this complaint, and I appreciate the quick response from Sears Sincerely, [redacted] ***

Re: [redacted] ** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide [redacted] with his requested resolution of a refund of $The refund was processed in the form of a check which should be received by [redacted] within the next 10-daysOn behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has notedSince we have provided [redacted] with his requested resolution, 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]

February 1, 2017 [redacted] 12pt;">RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for her refrigerator. First we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. While we try to schedule service as soon as possible, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out. Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same day. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Additionally, if Ms. [redacted] incurred any food loss, she can contact our Protection Agreement department at ( [redacted] to file a food loss claim under her Master Protection agreement. However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needs. With that said, since we have documented Ms. [redacted] concerns and we have completed the repair to her refrigerator, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he incurred for the repair of his tractorFirst, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractorWhen a customer calls in to schedule service they are informed of the following, “Your technician will then provide you with the total cost to repair the “tractor” to include the diagnosis, parts, labor, and any applicable sales taxWe will also guarantee the repair and parts for daysShould you decide not to complete the repair, you will only be responsible for $“ Upon receipt of [redacted] complaint we reviewed the service order and the technician’s notes indicate that he found the intake valve stud was backed outHe reinstalled the stud and the valve cap, then readjusted the valve and installed a plug [redacted] was charged $for the plug, and $for the labor (the $diagnostic fee is incorporated into the labor fee)We reviewed the calls and apologize that he was misinformed when he called on April 29, to verify the charges on his repair [redacted] asked if he schedules a repair, the cost is $The advisor confirmed that this information is correct [redacted] asked if he agreed to have the item fixed, then what happens to the $The advisor informed him that the $goes towards the repair of the appliance; which is correct as stated above [redacted] then asked the advisor if a technician went out there and it costs $to fix the problem and he paid $99, then would the $be subtracted from the $This question is a bit misleading because [redacted] makes it seem as if he had paid the $diagnostic fee prior to the repair and somehow it was being charged againHowever, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem thenHe explained that the technician was out the day before, and the technician did not subtract the $but added it insteadThe advisor went on to tell him that a refund was processed already for him and that she sent a message to Customer Solutions to call himWe regret that this incident occurred, but we can assure [redacted] that his concerns have been forwarded to management for review so that the advisor can be coached and future problems of this nature can be avertedWith that being said, we have issued [redacted] a $refund on the diagnostic fee [redacted] should receive this refund within 10-business daysAs for the repair estimate, on April 30, [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $ [redacted] stated that our technician did not provide him an estimate prior to the repairOn May 3, [redacted] was informed that the charges were correct and was offered a $refund for customer satisfactionOn May 5, [redacted] refused the $refund and we re-offered him a $reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repairOn May 9, [redacted] accepted the $refund and he should receive the refund within – business daysin the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our fileAgain, 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]

June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr***s complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsMr [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsAs Mr [redacted] was informed by the store manager, the policy is posted throughout the storeIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policyWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] purchased the watch on May 11, 2016, and then tried to return it on June 20, 2016, he was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Mr***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr***s request 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 [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a garage ready refrigerator purchased from SearsIf in the spring of 2017, Mr [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in fullMr [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistanceAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfactionTherefore we feel that keeping this case open during the interim is unwarrantedThat said we respectfully ask that this matter remain closed pending contact in the spring of 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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 Mr. [redacted] complaint regarding his recent online order experience and request for a $25.00 gift card for inconvenience. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We apologize for any inconvenience they may have experienced and 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 the order was completely cancelled and an Online agent assisted in placing a new order and honored the same prices. As a gesture of goodwill, we would like to offer $15.00 in Shop Your Way Reward Points instead of a gift card. If Mr. [redacted] would like to accept this offer, he may contact me via email at [redacted] . Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [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

December 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Carlos [redacted] - # 10972036Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding his refrigerator repair.First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator repairOur records show that Mr [redacted] has had three repairs completed to his refrigerator, primarily involving his icemaker The last repair was completed on November 25, 2015, with the replacement of the filter housing and water valve Furthermore, a review of the notes within our service system does not show any documentation recommending a replacement At this time, we are unable to provide Mr [redacted] with an exchange, but we have processed a one-year Repair Protection Agreement (RPA) for his refrigerator; the coverage is to begin upon the expiration of the manufacturer’s warranty on April 8, Thereby, providing Mr [redacted] with an extra year of coverage for any needed repairs and a replacement if it is determined that his refrigerator cannot be repaired With that said, since we have completed the repair to Mr [redacted] ’s refrigerator and provided the aforementioned concession, we ask that this matter be closed.Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely,Melissa ***Regulatory Complaints Specialist

July 16, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Theodore Olson Dear MsVirghes: We have completed the investigation of Mr [redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of purchased appliance After reviewing Mr [redacted] complaint and our records, we were able to determine that he was assigned Damage Claim 207737, which is currently closedAs clarification, once the claimant has been assigned a claim number through our third party vendor ***, 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 claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***'s actions; their decision on any claim is finalWe contacted [redacted] and were informed that Mr [redacted] claim was settled for $Since Mr [redacted] issue was 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 Tony at [redacted] we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema Campos Regulatory Specialist, regulatory complaints Sears Holdings Corporation O: F: imx integrated member experience

December 8, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Phillip J [redacted] .Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and the delayed delivery of a sofa he ordered from sears.com.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we provided Mr [redacted] with a refund of $to his [redacted] card and issued gift cards of $and $to him as an apology for the delay he experienced While we understand that Mr [redacted] would prefer to receive the gift card amounts as cash or credits to his account, we are unable to issue discounts in a form other than the original payment We feel it is also important to note that monetary compensation is not a condition of accepting goods or services from Sears, and any that we may offer is provided solely as a good will gesture At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him 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 Mr [redacted] ’s comments and an equitable resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762- [redacted] ***