Sears Holdings Corporation

November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have been unable to complete the investigation of *** [redacted] feedback regarding the use of our Kmart.com website as it relates to his [redacted] purchasesWe want to thank [redacted] for his comments regarding the experience he has had with our website recentlyWe want our site to be as convenient as it can possibly be to our consumers since we want them to continue to use itAccordingly, we appreciate feedback such as [redacted] and we will make sure it forwarded to the appropriate parties for reviewIn light of the aforementioned information, we respectfully ask that this matter remain closed 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]

Revdex.com [redacted] NWabash Ave., Ste Chicago, IL Our File No.: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com Website Dear [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my conversation with [redacted] on 10/19/On behalf of SHIP please know that we value him as a customer and apologize for any frustrations or inconveniences he may have experienced SHIP 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 mannerPer our conversation SHIP will send an independent/third party Company out to perform an inspection to determine if the installation is to code/industry standards and if in fact, there are any installation issues as well as to determine if there are any damage issuesIf any issues are found to be SHIP’s responsibility they will be addressed promptly We appreciate the opportunity to address the customer’s concernsIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] ***

November 21, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anthony A [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Duct Cleaning Prior to our office receiving this complaint, the issue was addressed by our escalated customer service group, Executive Member Services (EMS) When EMS was notified of Mr [redacted] concerns, they contacted Rhonda [redacted] with Sears Duct Cleaning for assistance Ms [redacted] subsequently responded that Mr [redacted] refused to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the ducts Furthermore, Ms [redacted] reported that Mr [redacted] was threatening and used profanity when she and the local office attempted to speak with him There were also notes in the EMS case that Mr [redacted] used expletives and made threats to the agent trying to assist him Mr [redacted] was subsequently sent a letter explaining that since he did not allow Sears Duct Cleaning to return to his home to address the duct issues, and due to the way he spoke with the local office, he has been placed on a “No Service” list We have included a copy of the letter with this correspondence Additionally, as clarification, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns Without this opportunity, no accommodations will be considered Due to Mr [redacted] lack of cooperation and threatening manner, no accommodations will be forthcomingAs this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Enclosure

I bought a built in microwave and a dishwasher in February The microwave came with a metal rack that when use catches on fire.A contract technician came and Sears resolution department said it my fault from what the repairman saidI put a plate in to warm up food and it burnt the hooks that hold the rack to a crisp blackI was told that according to the customer it states that you should only use the rack when cooking and using multiple items to warm upOn page Enof the manual there is a note as to nothing mentioning that about what they told meThe people that work at Sear are very nasty to the customers.they said I miss used ther product and caused the fire in my microwaveI have picture to showSears will not honor the commitment to good service for its customerI wished that I would have known this I would've never ever buy another product from SearThey told me no way it could be defective in six monthThere always recalls on product years after purchaseEven the workers say that product arrive in the store damageThe resolution department are a real joke working to not satisfy consumers

I wanted to buy a gas range from this Sears storeI went to the store on Friday and the salesman told me the stove was priced at $and that it would be going on sale for 15% off and to come back on SundayHe e-mailed me a picture of the stove I wanted with the quoted price and said to bring it with me to Sears for the Sunday saleWhen I went back to Sears on Sunday the price went up to $on the stove and the price of $was no longer validSeveral other customers in the appliance department were being told the same storyWhile we were there the customers left and took their business elsewhere

[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her... garden tractor. [redacted] Sears Home Services from our local service unit provided the following response: Sears Home Services records indicate that a new deck housing was installed on the tractor on November 4, 2015. The unit was tested and was found to be operating as designed. When I spoke with [redacted] I informed her that Sears does take complaints very seriously and that we truly apologize for the inconvenience noted. We have extended the Repair Protection Agreement, which will not expire on July 14, 2017. I have provided [redacted] with a $50.00 Sears gift card as well as she now has my cell phone number and asked that she contact me directly if she finds herself in need of any additional assistance. That said, we respectfully request that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted]

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 mei would like to say that the sales person told us if we waited till Sunday, we would get the Friends and Family discount of 15%Who is training these sales people? Previously we bought a tv, dvd player and surround system at the same Sears during Friends and Family The sales person told us that this was he best price they ever had on the [redacted] line We went back a week later because Sears had a sale, took the receipt in and received additional $back, the Friends and Family promotion is a joke I think this is why Sears is hurting, advertising and people are tired of being over charged or lied tooAlso the delivery people should be better trained They wired the wrong wires up and blamed it on my breaker Also they did not put a wire bracket on the dryer, that is a fire hazard which will eventually catch up to Sears I am accepting the offer but after all these problems, you have lost me and my families business There are many appliance dealers out there so we won't have to experience this again Devin [redacted] Sincerely, Devin ***

May 6, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with a store substitution for her online order It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, [redacted] Manager for Kmart Store [redacted] contacted [redacted] to offer an apology and a $store credit [redacted] accepted this offer and indicated that it met with her approval At this time, we can only reiterate that we truly regret any inconvenience she may have experienced [redacted] is welcome to contact [redacted] if she has any further questions about this issue or her store credit We respectfully ask to have this matter closed, since we have noted [redacted] comments and 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] ***

June 6, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the delayed refund of her cancelled order It is unfortunate that we failed Ms [redacted] expectations when she recently visited her local Sears Hometown StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management of this independently owned and operated store for review so that future problems of this nature can be averted As a result of this action, we revealed that [redacted] remained in contact with Ms [redacted] and advised her that her refund would arrive on May 20, Additionally, our records show that the store offered her a $gift card as an apology for this issue At this ***e, we can only reiterate that we truly regret any inconvenience she may have experienced Ms [redacted] is welcome to contact the store directly if she has any further questions about this issue or her refund 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] ***

Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] complaint regarding Sears Home Services [redacted] Sears Home Services, Service Supervisor provided the following response: During a service call completed on August 5, 2015, a Sears Home Appliances technician installed a new electronic control board into Mr[redacted] washerOnce reassembled the washer was tested and was found to be operating as expectedSince we have completed the repairs to Mr[redacted] washer, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears simply delayed response until a delayed repair could be madeWe are out a lot of money due to having to go to a laundromat because the washer was broken for nearly monthsSears is a poor company with a manipulative attitude toward reparsThey are the epitome of 'the left hand doesn't know what the right is doing.' Final Business Response / [redacted] (4000, 10, 2015/08/10) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal regarding Sears Home Services [redacted] Sears Home Services, Service Supervisor provided the following response: We value Mr[redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns were forwarded to my office for review, so future problems of this nature can be avertedSears was unable to provide a response to the Revdex.com until the service call was completed, that occurred on August 5, We sent our update to the Revdex.com two business days laterSince we have noted the completion of the repairs/preventative maintenance check to Mr[redacted] washer/dryer, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Leonard [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr***’s complaint regarding fraudulent activities on gift cards he purchased On receipt of Mr***’s complaint we forwarded the information to our Loss Prevention management team and Mr [redacted] was contacted by Craig Kisner our Director of [redacted] It is against Sears’s policy to release any of the requested information to any non-law enforcement personnelTherefore MrKisner has requested Mr [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted] @searshc.com and we would be happy to assist further Since we have addressed Mr***’s issue and provided the appropriate contact information for the law enforcement agency to contact we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa[redacted] @searshc.com

I am writing this review for a washer and dryer I purchased from Sears.com on 11/26/The original delivery was scheduled for after 7pm on 12/7/On the evening of 12/6/I received an automated call letting me know the delivery would be from 8-in the morningI had to reschedule to the next opening on 12/11/between 9-and the driver did not show upI called and was told the truck broke down while driving from Sacramento to my location (Southern Kentucky) which I still question the validity ofI was then assigned a case specialist to ensure a delivery on 12/17/between 8-or 8-(the case manager and automation call said two different times)The delivery did not come again and I am waiting to here back from a voicemail, direct communication and email Just a bad spot to be in when buying my first major appliances on a budget during holiday sales and not getting them

Initial Business Response / [redacted] (1000, 7, 2015/08/25) */ [redacted] August 25, [redacted] Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL [redacted] Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website [redacted] Dear Ms[redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] The completion of the cabinet project has been scheduled with Mr [redacted] for 08/Once all issues have been addressed, I will update you accordingly [redacted] Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5591, or via email at [redacted] @searshomepro.com[redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] cc: [redacted] via 1st Class Postage [redacted] *Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/15) */ [redacted] *Final Business Response / [redacted] (4000, 15, 2015/10/22) */ October 22, [redacted] Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com Case #: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms[redacted] SHIP extended an offer to M/M [redacted] to issue a credit to their Sears Home Improvement credit card account as a gesture of customer serviceThe alleged damage to the backsplash and the countertop has not been proven to be the fault of SHIP or the contractorDespite this, we extended the offer and contacted the Customer by email and by phone to remind them of the upcoming expiration of the offerIn our conversation on October 16th, Mrs [redacted] stated that they were not accepting anything and that they felt it was unfairOur offer is now null and void [redacted] While we do regret that the Latores are not fully satisfied with the crown molding this molding was installed in accordance with the contractThe pictures provided by our service technician and by the Customer indicate that the crown molding was installed per industry standardsWe installed additional molding to cover the paint line above the cabinetsThis was outside the scope of the contract and was done as a gesture of customer service [redacted] At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5552, or via email at [redacted] @searshomepro.com[redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] cc: [redacted] via 1st class postage

December 28, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Alic [redacted] - # Dear Ms [redacted] : We have been unable to complete the investigation of Ms [redacted] ’s complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her refrigerator Since receiving Ms [redacted] ’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns Barbara [redacted] with unit has left several messages asking for a call back, but has not received a response to dateWe value Ms [redacted] ’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms [redacted] at [redacted] at her convenience if she requires further assistance Additionally, if Ms [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted] The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment In the interim, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

October 26, [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 Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly [redacted] with unit [redacted] was able to find the compressor locally, the only part on back-order from the manufacturer, and move the repair up to October 25, Our records show that the repair was completed that day; the technician replaced the compressor, drier assembly, condenser and evaporator Ms [redacted] was not charged for this repair; it was completed under her exceptional parts warranty The only part Ms [redacted] has paid for, which was not covered, was the control board Understandably, Ms [redacted] is frustrated that the repair took multiple attempts, but as her unit is three years old, she is not entitled to a refund Furthermore, as the exceptional parts warranty is the only coverage in effect, a replacement is only an option if the sealed system is un-repairable To date, the technician has not made such a determination With that said, as a courtesy, we have processed a refund of the control board that Ms [redacted] was charged for during the initial repair A credit of $should post to Ms [redacted] account ending in [redacted] in the next five to seven business days In the interim, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and processed the aforementioned service refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Contact Name and Title: [redacted] Contact Phone: [redacted] October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Shandra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***'s complaint regarding her recent online order It is unfortunate that we failed Ms***'s expectations when she recently attempted to return an online order to her local storeWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAccordingly, a refund has been processed in two separate amountsFor Ms***'s records the first refund of $was processed on return receipt number The second refund of $was processed under return receipt number Both amounts were credited back to Ms***'s Visa account ending in Ms [redacted] can expect to see the credit post to her account within to business daysAdditionally, we requested a credit of her Shop Your Way Rewards points in the amount of $In the interim, since a full refund has been processed back to her Visa account and her Shop Your Way Rewards account, we 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

January 7, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear MsVirghes, We have completed the investigation of Mr [redacted] complaint regarding his recent online order and his request to receive the shoes ordered After reviewing the complaint filed, we found that Mr [redacted] had previously been in contact with (ECR) Executive Customer Relations, Sears’ escalated complaint departmentECR assisted in monitoring the refund back to his [redacted] account for the order that he did not receiveAdditionally, to resolve this matter the ECR team issued Mr [redacted] $in Shop Your Way Reward points so that a new order could be placed for the shoesThis amount covered the cost of the shoes that had an increase in priceWe confirmed that the shoes were delivered and he was satisfied with this resolutionIn the interim, since an equitable resolution has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 align="left"> Re: Diane [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s complaint regarding food loss incurred when her refrigerator failed too soon. Paul ***, Manager of the Bergenfield Sears Outlet, provided the following response: Ms. [redacted] ’s complaint was received in my office on Monday, August 29th and contact was made the next day. A bank check has been issued which references back to sales check [redacted] . Typically a consumer can expect to receive a bank check within 10-14 days. If I can be of any further assistance to Ms. [redacted] she can reach me at ***/ [redacted] . Although Ms. [redacted] would prefer us to keep her case open until she receives her check, our agreement with the RevDex.com restricts the length of time a complaint can remain open. Ms. [redacted] ’s check was issued and if there are any further concerns I ask that she contact me directly, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam. [redacted] @searshc.com

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com October 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94572765- Ravi [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal regarding the repair of his refrigerator We have received Mr [redacted] 's rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied with the service he received, we are unable to grant his request for additional compensation pain and suffering or food lossWe would like to note that Mr [redacted] is not covered under any type of extended protection agreement and thus is not eligible for food lossAs for pain and suffering, Sears does not compensate for stress due to work performedWe can, however, assure Mr [redacted] that we have escalated his concerns so that the agent who allegedly spoke rudely to him will be coached so that this type of customer service does not occur in the futureUnfortunately, 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 that exchanging his refrigerator is relative to the circumstances and our decision is final We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

April 28, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and inability to cancel his layaway order It is unfortunate that we failed [redacted] expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure him that his concerns have been forwarded to management for review Our layaway terms are posted within our stores, on our receipts, and on our website These terms specifically state that customers may cancel a layaway contract and receive a refund of their payments minus the Service and Cancellation Fees Cancellation can be performed only by the person who opened the layaway account by accessing their online profile or by visiting the store With that having been said, our records indicate that a refund of $was issued to [redacted] account on April 19, This amount is the sum of his payments, less the stated layaway fee and cancellation fee At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about the cancellation process Additionally, we hope that in the future he will allow us an 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 [redacted] comments and provided the appropriate refund 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] ***