Sears Holdings Corporation

February 18, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Dave [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his online order that was out of stock and his request for a refund We would first like to apologize for any inconvenience Mr [redacted] may have experienced with this matterAfter researching the notes in his order we found that Sears Online had processed a refund on January 5, However, when Mr [redacted] notified Sears saying he never received the check a new refund was re-processed on January 26, For Mr***’s records the return receipt number is [redacted] We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, the check will arrive in the mail shortly therefore 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

October 19, [redacted] Revdex.com North Wabash Ave., Ste# [redacted] class="InsideAddress">Chicago, IL Re: [redacted] – Michael [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent attempt to place an online order and his request to have the authorization removed from his [redacted] account It is unfortunate that if failed Mr [redacted] ’s expectations when he recently attempted to place an orderWe value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe forwarded this matter to Sears’ detail control center to research furtherDCC was able to contact [redacted] regarding the charge on his accountOn October 19, 2016, [redacted] advised that they have voided the authorization today to release the fund back to Mr [redacted] ’s accountMr [redacted] should see the funds back in his account by tomorrow, October 20, Should Mr [redacted] have any further questions regarding the funds in his account, he may contact [redacted] comIn the interim, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expectedAs clarification, [redacted] purchased the refrigerator on August 13, and the manufacturer’s one year warranty expired on September 6, [redacted] mentioned in her complaint that she previously filed a Revdex.com complaint regarding the same issue We reviewed the case notes and our records indicate that the compressor was replaced on August 30, under the manufacturer’s 5-year sealed system warranty [redacted] reported again on September 18, that the refrigerator continued to have cooling issues Our technicians were sent on multiple occasions to inspect the refrigerator; however, the diagnostics determined that it was working as designed Since the issue was an intermittent problem, our tech manager researched and concluded that the control board would need to be replaced The control board was no longer covered under the manufacturer’s warranty For customer satisfaction, we offered to cover the part and labor at no cost to [redacted] ; this has a retail value of over $ We installed the control board and completed the repair on November 4, 2013.Since that time, we did not receive any complaints from [redacted] until this complaint was filed with your agency We apologize that [redacted] refrigerator 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.As far as [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the refrigerator is over four years oldAs this decision is commensurate to the circumstances, we have closed our file.Again, 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]

There needs to be zero stars! As a customer I shouldn't leave a store feeling frustrated and taken advantage of, this is the last time my car will ever be in a Sears againmonths ago I get new tires and an alignment, month later I go back for an oil change and rotation, they tell me my car is out of alignment and it will be $90, they just did my alignment! After some negotiating they agree to align for freeNext oil change same thing happens, car is out of alignment again after they aligned it, once again, some negotiating and it's coveredNow...the final straw...last week took car in for oil change and of course it's out of alignment once again, set up appointment week later for power steering service and to discuss this alignmentMagically, my vehicle doesn't need an alignment now? My vehicle fixed itself one week later? How did I need an alignment last week and this week it doesn't, is it possible that I complained about it and they didn't have time and didn't want to do another for free??? They destroyed the trust nowWhat am I suppose to believe? Does my car need an alignmentor not? If everything in the suspension checks out ok, why does my car need an alignment every single oil change? This location was very convenient for me, really [redacted] I can't them

October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her washer and dryer We have reviewed Ms [redacted] 's service history and found that there has been one service appointment for both the washer and dryer in the last ten months, on August 21, We show that we had serviced the dryer in November of for a complaint that the dryer was not dryingNo service has been done on this washer for any issues prior to the August serviceThere are no known manufacture issues with this washer and dryer modelsIt has been our experience when a customer starts experiencing damage to their clothes from a washer, especially after several months of use without this issue that the customer is not loading the washer properly per the owner's manual Due to federal guidelines on energy and water usage for appliances it is more important than ever that a customer read their owner's manual completelyA washer purchased in will have different usage guides than a washer purchased in And it is true that where you could stuff a washer with a large amount of clothes a washer will damage clothes and or not wash them well if it is overloadedPage of her owner's manual lists a number of possible causes and the solutions if a customer is experiencing damage to their clothes We feel that if there was a manufacture issue causing damage to the clothing this would have shown up with in the first few months of usageOur service technician did service the washer and dryer on the August 21, service appointment and confirmed that there were no manufacture issues with either itemOur service technician found that there was an issue with her breaker tripping at times when the dryer was in use and indicated there was an issue with the breaker itself We understand that Ms [redacted] was not satisfied with the results of this service it is the service unit's determination that there is nothing wrong with the washer or dryer and based on this information we will not be exchanging Ms [redacted] 's washer or dryerThat being said we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and 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 [redacted] direct [redacted] @searshc.com

October 29, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL [redacted] Via: Revdex.com Website [redacted] Thank you for contacting Sears Home Improvement Products (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 After reviewing [redacted] ***'s file and documents, it has been determined that SHIP is not responsible for the alleged damages to his home, nor were they caused from the HVAC installationThe HVAC installation took place in and it passed the final inspection with the City [redacted] mentioned there was no drain line installed which is not correctThe permit would not have finalized with no drain lineWhen the service technician visited [redacted] ***'s home in October he observed the drain line had been removedThe City code violation notice [redacted] provided is not related to SHIP's installation, it is for home maintenance issuesThe City of Wichita permit website shows [redacted] has had other renovations done at his home over the years since the installation was doneThis may have been when the damage occurred and the line was removedIf the HVAC installation was the cause of the damage this damage would have begun occurring immediately as the ac and the heater would have both had condensation occurThese units put out gallons of water a dayThis is not something that would have been unnoticeableAt no time did [redacted] call in with concerns of damage related to the HVAC installation [redacted] has already made the repairs and there is no way for us to complete an inspection of our own If [redacted] can provide a detailed report or proof that the damages incurred are related to the HVAC installation we will be happy to further review the file for a resolution At this time, I am closing my 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] Sincerely, [redacted] ***

September 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding her dissatisfaction with the multiple repairs on her refrigerator We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied with the quality of the service provided on her refrigerator, the fact remains that the [redacted] s were provided a $voucher from Sears Home Warranty towards a replacement refrigerator due to the multiple repair attemptsAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 6, 'serif'"> Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Joe ***, Business Strategy Manager, who states the following: Mr [redacted] purchased tires on 5/30/ On 10/04/the vehicle was brought in for a tire rotation On 10/21/2016, Ms [redacted] brought the vehicle back complaining about a noise on the driver's side After the wheel is removed and upon examination the brake caliper was looseIt was determined a rear bolt was missing or sheared off At that point, Ms [redacted] was shown the problem and advised she needed a brake service to remedy the problem Ms [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust Ms [redacted] was shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side The customer said she had the car for five years and never had any work done on it Ms [redacted] then called her husband Ms [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced At this point Ms [redacted] said to put tires back on the car and she left The only service performed on this vehicle was a tire rotationThis service does not require the removal and or adjustment of the brake caliper That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

July 13, 0pt" class="InsideAddressName"> [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 washer needing repair that is not in our system We have received Ms [redacted] complaint and apologize for the issues she is having with her washerWe looked in our system and were able to find Ms [redacted] washer and add it into our system We also scheduled her for repair on July 19, from 8:00am-5:00pm 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]

Bough an item on July and was expected to be delivered on July I never received the itemI called on July and they told me the order was cancelled even though they charged me for the item and never returned my moneyI've had problems with sears in the past and kept telling myself never again but this time its finalWho cancels an order and doesnt issue a refund or at least contact the personTerrible just terribleI advise anyone else to do business with [redacted] ***, ***, [redacted] or other businesses

Complaint: [redacted] I am rejecting this response because: I just want to clarify a few pointsI rejected Sears first offer for payment for our inconvenience and told the Sears representative I just wanted the issues resolvedWe did not want any money, just fix the problemI told the representative the same thing the second time it was offered, but she insistedThe second time they offered compensation It was a little over a week until the scheduled service call so it was obvious Sears was not going to make any effort to have our situation serviced any sooner so we accepted the gift card, which although it comes no where close to making up for the inconvenience we have endured over the past month, we felt it was better than nothingIn terms of the flushing of the tank, that is impossible for my wife or I to accomplishWhen Sears replaced the Tank in 2007, the tank was put in backwards with the drain up against the wallThe previous tank had the drain facing the doorway and was accessibleNeither my wife or I can now fit behind the tank to have access to the drainWe have made numerous efforts to drain the tank however we are elderly and I am handicappedWhy the tank was put in backwards, I have no clueWe have tried to have our sons help us when they visit from out of state to drain the tank and none of the three can fit behind the tank eitherWe have had one of our neighbors who is very petite squeeze behind the tank and hook up a drain hose, but we should not have to do that when Sears had the responsibility of installing it correctly in the first place Sincerely, [redacted]

November 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’ complaint regarding her dissatisfaction with our customer service during her recent repair experienceIt is unfortunate that we failed Ms [redacted] ’ expectations with her recent repairWe value Ms [redacted] ’ patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused any inconvenienceThe service unit offered and processed a gift card in the amount of $for her inconveniencesSince it is our understanding that the resolution offered was acceptable and we have repaired Ms [redacted] washer and noted her candid feedback we have closed our case.Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] ***ect [redacted] .L[redacted] @searshc.com

July 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintMr [redacted] agreed to the exchange of his washer and it was scheduled for June 29, We apologize that our delivery team was running late on the day of the delivery and any inconvenience this may have caused Mr [redacted] As with any delivery oriented industry, there is always going to be the possibility that an appointment might take longer than expected which may delay a scheduled delivery time frameWe reached out to our Delivery Escalations Team and a follow up was made with Mrs [redacted] She confirmed that the delivery of the washer was completed and successfulWhile we understand that Mr [redacted] was dissatisfied that the delivery of the washer was late, the fact remains that the delivery of the new washer was completed on June 29, Since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

On January 15, 2016, our home warranty services scheduled an appointment with Sears Home Services to come out and look at our dishwasher between and AMThe service technician arrived and stated we would need a few parts and that they would be shipped to our house within a couple of daysAt that time, an appointment was scheduled for the following Friday, January 22, arrival time between Noon and 4pm and we would receive a call prior to the technician’s arrivalOn January 21, 2016, I received a phone call verifying the appointment on 1/22/and the time of Noon to 4PMAt 3:57PM on January 22, I called [redacted] to get an estimated time of arrival, which stated Noon to 4pmAt 4:57PM, I called again and the arrival time had been changed to to 6PMAt 6:10PM, I called the customer service number and the arrival time had been changed again and the technician should arrive by 7:30PM at which time I spoke to someone in customer service and they verified that the tech would be there by 7:30PMAt 7:27PM, I called the number again and the time still stated that the arrival time would be by 7:30PM, again I spoke with customer service and this phone call lasted minutesDuring this phone call, it was stated to me that the technician was done for the day and had gone homeAt no point in time did I receive a call from Sears Home Services nor the technician stating that the time was pushed back or that the tech would just stop working for the dayI spoke with a manager who simply stated sorry there was nothing they would be able to do and the next appointment available was on February 1, from to 11AM but there would be a note made that if an appointment were to open up we would be calledI asked if a technician could come out on Saturday, the next day, and that wasn’t possibleOn Saturday, my husband called to try and rectify this situation and to get someone out sooner than February 1st which would be another nine days Again we called the number and spoke with Keihl, requesting to speak with a supervisorSuzy (#***) was the supervisor who took the call stated the she was not able to do anything about getting someone out to our house and that we would need to keep the appointmentAt that time we requested to speak with someone higher than Suzy and she stated that there was no one that we could talk to We called 800-549-4505; Virgil was the customer service rep we spoke to first, stating our issue and again requesting to speak with a supervisorWe were connected to Cindy (# [redacted] ) and she tried to contact dispatch with no luck and stated that she was the only person we could talk to at that time about the issueThe next number we called was 866-349-and were connected with Vaughn, who was extremely helpful and tried everything in his power to connect us with someone whom he thought we be able to rectify the issueAt this time were put in contact with Vanessa, a case manager, who made another phone call to dispatch explaining the situation, which she informed us that dispatch was unable to helpVanessa offered options to make this situation better and was able to get a different appointment time for January 29, between and 11AM and apologized that she wasn’t able to help furtherI will be glad when the parts get placed into my dishwasher and I dont have to deal with Sears Home Services anymore

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 meHowever a solution for the watch has been very slow, and I don't think I'll receive one after all Sincerely, [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)Although I am happy to FINALLY receive my money back after months, I do believe that I should be able to get some kind of restitution for this occurrenceI did receive 10% off the pool from sears the second time I bought it because it was never ordered through k-mart.com but chargedIt was my grandsons birthday present that he didn't receive until weeks after his BirthdayHaving to go through this for months of this balance on my charge card that I refused to pay causes finances charges and I am sure that you wouldn't want this done to youI am not rich that I can just have that charge sitting there for all those monthsIf K-mart values there customers and as I said before I have spent a lot of money there along with gifts for holidays and birthday if they want to see me back as a customer at least they can do is offer me some kind of incentive to return to the storeAlthough I would never use there online service I much would rather Kmart over WalmartIf it was there charge card that was charged how would they feelAnd the incompetence that I was given through out this ordeal not by there representatives but sears holding deptwas ridiculousThe representatives did what they had to do but that next step the corporate offices should take a good look at how they treat there costumersThis is my opinion and everyone is entitled to oneClaire ***

January 31, [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 request to receive a replacement mattress under her warranty We would first like to clarify that stamping a piece of paper with the store’s address stamp does not constitute a contractThe reason Ms [redacted] was sent back to her local store is because she refused to accept the fact that she was responsible for paying the difference to upgrade her mattress and also for the delivery fee that is noted in the warrantySince Ms [redacted] told her case manager that the store was willing to make an accommodation for her, she was sent thereUnfortunately the store indicated that they did not make that offer and instead thought that it was something that was authorized by our corporate offices and it was not The reason Ms [redacted] even had a case manager is because she escalated to the corporate office as soon as she received information regarding her warranty exchange that she did not agree withThis has been a common practice for her to escalate and continue to escalate until she gets the resolution she wantsFor every mattress exchange she has had since 2012, we have a case in our system that took up our time and resources to deal withFor her last exchange that happened this past summer, Ms [redacted] reached out to her local TV station in addition to the escalation to our executive complaint handling groupSo when she again received information she was not happy with, Ms [redacted] escalated to the station again for her current mattress warranty request, which is how I became involved; the station has since closed out their file and are no longer involvedI informed Ms [redacted] that I would review her case history and make a decision regarding her warranty exchangeI was clear that I would be her single point of contact I reviewed all of the cases and notes dating back years and I found some cases were opened for months while orders were canceled and changed to something elseIn fact, there are so many sales checks associated with Ms [redacted] purchase and subsequent exchanges that we are not even completely certain when her original purchase wasShe has a receipt dating all the way back to She said that must have been her mother’s and there is an address referenced on one that is in Florida, and yet the store number associated is in Detroit, MIThe exchange that was processed off the later receipt is for a delivery to Ms [redacted] address in DetroitUnfortunately, we cannot rely on Ms [redacted] to help us figure out the sales checks, since she has on one of the more recent exchanges tried to use a receipt that she knew was from a sale that was later canceled, that was for a more expensive mattressSo she tried to get the higher amount applied towards another exchange a year later when she knew she had never spent more for the mattress Due to the time and resources we have spent on Ms [redacted] and the many exchanges we have done for her, we have come to the conclusion that we do not carry a mattress that will meet with her satisfactionAs such, to make her whole we have offered to pick up her existing mattress and issue her a refund for $plus tax, which appears to be the maximum amount of money we have ever collected towards any of the purchases and exchangesWe told her she could keep her existing box springs or we could pick them up if she wanted, but since we do not show she ever spent more than a total of $towards the mattress and any box springs, the maximum refund would be for $plus taxBefore we can issue a refund, we have to have the merchandise returnedTo that end, we have offered to pick up the mattress at no charge and once we have it in our possession, we will release a refund to her in the form of a mailed bank checkWe explained to Ms [redacted] that it could take potentially 2-weeks from the time the mattress is picked up to when she would receive the checkAs a courtesy, we offered to provide her with $in Shop Your Way Reward points that she could apply towards the purchase of an air bed in case she needed some stopgap measure before she could purchase a mattress elsewhere with the funds we are providing We have also informed Ms [redacted] that if she purchases a mattress from us once we have refunded her and against our express intention for her to purchase a mattress from another retailer, that mattress will be “as is” and will not be eligible for a refund or an exchange, warranty or otherwiseAt this time we are just waiting for Ms [redacted] to let us know what date would be convenient with her to pick up the mattressEven though she knows I am her only point of contact on this, and she has both my phone and email address, she still tried to call our mattress warranty department today or yesterday to have them ring the exchange she wantsI would just remind her that she needs to contact me to arrange the pias requests to process an exchange will not be responded toIn the interim, since we feel this is a very equitable resolution for Ms [redacted] and are only waiting for her to allow us to process her piand refund, 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: [redacted]

Complaint: [redacted] I am rejecting this response because: First and foremost, my name is not [redacted] Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom)Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording)Additionally, did you check the mobile site? There is no mention of requiring two box springsAnd as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed togetherHow is this not deceptive? I am not "whole" because I received a full refundI asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional costThree of your customer service agents promised to give me the additional box spring at no extra costI even had this shipment scheduledWhen I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agentsI request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted] Also, I am able to provide all of their names and badge numbers and you can cross reference their information Sincerely, [redacted]

November 3, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] We have not fully completed our investigation of [redacted] rebuttal to our response regarding her allegation that she incurred water damage to her basement stemming from the washer connection performed by delivery.We apologize for the delay in responding to this complaint We forwarded this matter to the Delivery [redacted] Manager to research and requested to reopen [redacted] On October 30, we received confirmation that the damage claim has been reopened for further review We are committed to providing a fair and equitable resolution and ask that [redacted] allow us ten business days to come to a decision In the interim, should [redacted] have any questions, she may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]

On 10/5/I purchased a refrigerator that was scheduled to be delivered on 10/On 10/I received a call to reschedule for 10/deliveryOn 10/I received a call to confirm a delivery time between 1:45-3:on the 22ndOn 10/I received another call to tell me my purchase has not been fulfilled and would not be delivered until 11/11/I asked the if the could substitute for same price fridge and they told me I would need to go find one myself and schedule an appointment to deliverI said they already had a delivery schooled for me on the 22nd so why not just give me another fridge and they told me I could not do thatI then asked for a full refund so I could go purchase from another store with better service and was told I could receive my refund in 7-business daysI explained I had no money to buy another fridge since I spent it on the one form sears and told them it only took days to take my money yet it will be 7-business days to get my refund! I am out of a fridge and not happy!