Sears Holdings Corporation

Initial Business Response /* (1000, 7, 2015/07/02) */
July 2,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed the investigation of Ms***
complaint regarding her oven
Store Manager*** provided the following response:
We have spoken with Ms.*** regarding this issueWhen we spoke last, Ms.*** indicated that she was not feeling well, but she would come in to discuss the matter soonWe have offered to exchange the unit she has for the special order model she wanted originally, but the cost will be more, which is why she chose not to buy it after allIf that was not satisfactory, we are also willing to provide Ms.*** with a refund once the item has been returnedBoth of these offers are valid for days from the date of this letter; after that, they will be null and voidShould Ms.*** have any other questions or concerns, I (***) may be reached during business hours at (XXX) XXX-XXXXIn the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a dishwasher purchased from the Sears in the Mall of LouisianaOur records indicate that the dishwasher noted in Ms*** complaint was manufactured by *** in September When Ms*** made her purchase, the dishwasher was not in stock at the Sears at the Mall Of Louisiana; it was ordered directly from ***The dishwasher was received at the store on November 1, 2016, and it was picked up later that dayPer the request noted on the salescheck, the packaging was not removed and it was left in the cartonThis was not a used or previously sold dishwasher as alleged by Ms***Per the sales check that was provided to Ms*** when she placed her order, she had days in which to return the dishwasherThe unit was purchased on October 26, 2016, and it was subsequently picked up from the store on November 1, Ms*** only notified Sears with her concerns on January 5, 2017, over months laterWe would also like to point out that on the sales check it states that a consumer must report any visible damage to Sears within hours to be eligible for a refund or exchangeIf visible damage is not reported the refund or exchange will not be acceptedLastly, Sears has contacted *** and they have confirmed that the dishwasher was new and not usedWe recommend that Ms*** contact *** directly for assistance as they are the manufacturer and they are responsible for providing service on their in-warranty appliancesWith that said, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
October 5,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re:*** *** ***
Dear
Ms***
We have completed the investigation of Ms***'s complaint regarding her recent online order
As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website
Our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms***'s case, the order was fulfilled by*** Shoes, XXXXX San Jose Ave., City of Industry CA XXXXX, and phone (XXX) XXX-XXXXWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms***'s records, we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details
With that said, we have processed a refund of $for the De Blossom Collection Amar-51x Women's Wedge Ankle shoe as a onetime courtesy exceptionMs*** may keep or dispose of the shoe to her discretion as we are not requesting that she send the shoes back to the merchantFor Ms***'s records the refund receipt number is XXXXXXXXXXXX and the credit will be issued back to her*** account ending in*** within to business daysAs for the recent order she placed on September 23, 2015, order number XXXXXXXXX it appears that Sears Online Solutions have assisted in contacting the Marketplace vendor GotApparel.com located at XXXXX Shoemaker Ave
Santa Fe Springs CA XXXXX, (XXX)XXX-XXXX, ***@gotapparel.comMs*** has been provided with instructions on the next steps to take in order to return the product for a full refundIn closure, Ms*** made a purchase with a Third Party Marketplace Vendor, and GotApparel is currently working toward a resolutionAs this decision is in accordance to our posted terms and conditions, 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad the first order issue has been resolved but I also need a resolution on the second orderAs soon as I ran into the problem with the first order I did not want anymore headaches that is exactly why I called Sears and was very happy to hear that it was not too late to cancel second orderThe representative reissued me that she went ahead and cancel itTwo days later I receiver an e-mail that my order was shipped again I called Sears and I was told that somehow cancelation did not work but not to worry they are working with the third party on solving the issueI also sent an e-mail to the third party as they do require a R/A numberSo far three days later I am still to hear either from Sears or whoever the third party isAwful, awful service on the part of SearsI shop on line all the time and even where is states it product is being sold by the third party I never had a problem returning it back to a local storeI the regards of my second order I did everything rightI called and confirmed that it was not too late to cancel it and supposedly it was canceled, also product was purchased through Sears and I was billed by Sears, I do have a receipt from Sears so I am not wasting anymore of my timeI expect a prepaid label so I can ship the merchandise back
Final Business Response /* (4000, 9, 2015/10/05) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
October 5,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** ***
Dear Ms.***
We have completed the investigation of Ms***'s rebuttal complaint to the previous response provided
We have reviewed Ms***'s rebuttal and we do not find that she has provided any new information to her complaintAs stated in our previous response, Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesAdditionally, Sears does not have any jurisdiction over the seller's pricing, fees or policiesIn accordance to our Third Party Sites disclaimer, it is up to the consumer to contact the marketplace vendor and follow their process to return the product for a refundWith that said, Sears Online Solutions have been assisting Ms*** in contacting the vendor, GotApparel.com for the other order number XXXXXXXXXIt is our understanding that a return authorization number is being generated and will be emailed to you shortly so that you can return the product for a refundMs*** may contact the marketplace vendor directly at (XXX) XXX-XXXX, email ***@gotapparel.com or Sears Member Services at XXX-XXX-XXXXUnfortunately, 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 Ms***'s case, a return label will be sent to her accordinglyAgain, this decision is in accordance to our posted terms and conditions, and 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Final Consumer Response /* (4200, 11, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution of this issue with Sears is unsatisfactory, I do stand by my complaint and with such a horrible customer service do not wish shop there ever again

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** ** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Mr*** complaint regarding his ** double oven Mr*** confirmed that the oven is working correctly after the last service repairI have provided Mr*** with my direct contact information if he continues to have issues with the ovenMeantime since we have repaired Mr*** oven we have closed this case We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Complaint: ***
I am rejecting this response because:
Sears got back to me and revised the response to be the replacement cost of the unit in the form of a Sears not to exceed amount of $479.99. I accepted that settlement and have acquired a new vacuum using that voucher. I am satisfied that Sears has resolved my issue. There is no warranty on the new unit since it is a strict replacement of the original and there was no warranty left on the old unit.
Sincerely,
*** ***

November 8, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danut *** - # *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding a recent service call for his refrigerator It is unfortunate that we failed Mr***’s expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr***’s patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** 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 network. We do not take these matters lightly and we have forwarded Mr***’s concerns to the District Service Manager for review Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. Delores *** with *** subsequently spoke with Mr*** and arranged for a follservice call. On October 21, 2106, a Sears technician re-examined Mr***’s refrigerator and found that the evaporator cover and water filter housing needed to be replacedThe parts were ordered and subsequently installed on November 3, 2016. The parts were originally scheduled to be installed on October 28, 2016, but the technician could not arrive before Mr*** had to leave, so the appointment had to be rescheduled. As a conciliatory gesture, we have processed a credit in the amount of $to Mr*** American Express account ending in ***This is the same amount that Mr*** paid for the Master Protection Agreement (MPA), since he indicated that he felt he was pushed into buying the coverage. In other words, Mr*** has been provided with one-year of extended coverage for his refrigerator at no costWith that said, since we have completed the repair to Mr***’s refrigerator, albeit later than expected, and issued the aforementioned refund, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** * *** *** *** *** ***We have been unable to complete the investigation of *** ***
complaint regarding the problems she encountered with the delivery of her microwave/range combination.*** ***, Recovery Specialist for Delivery, made multiple attempts to contact *** *** and left voicemails with her contact information. Since she has not responded, we are unable to resolve *** *** issue until we have the opportunity to discuss the matter with her. She may contact Recovery Specialist *** *** at *** *** *** In the interim, we will consider this matter closed, pending her responseAgain, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** ***

Contact Name and Title: *** ***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** ***
complaint regarding Sears Carpet/Duct Cleaning
Upon receipt of *** ***'s complaint, we contacted the local office for assistanceManager *** *** responded that *** *** is a former employee who resigned to pursue an independent business opportunity, but has since asked for his job back and been deniedIt is *** *** contention that *** *** filed this complaint because he is angry that he was not re-hiredAs to *** ***s allegation that an illegal person completed the cleaning; *** *** explained that the person in question is a long-term employee with an excellent work recordLastly, *** *** declined the duct cleaning service after he was advised that he would not be provided with a discountSince *** ***'s complaint has been found to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***

This is a review because I can only seek and apology, and to publically evaluate this poor customer care letters to Revdex.com - which I am increasingly disappointed with- to be told they only have Sears holding Corporation -to review whereas I was told last go round, that Sears home improvement (HI) or Home Services, headquartered in Homestead Fla, is considered a separate entitySo, if that is true, Sears -Chicago- you can pass this on, and then let Revdex.com know I had every window in my house, windows and two deck sliders replacedStarted November ended Jan , 20,000$ Because of mistakes in ordering took much longer than should The two salesmen (main one Mohamed *** and probably Rob ***, (although Sears HI had no record of a second person coming to the sales pitch meeting) said several things which turned out not to be true, ( Customers need body cams!) including it turns out now, the screens (squirrels had gotten thru many of my existing ones, which were old and couldn’t easily be replaced) said were “squirrel proof “ because the material was some fabric /fiberglass – something they couldn’t get enough purchase to damage (They also managed to mess up my credit report by insisting on keeping the short form of my first name on the contracts which is not I go by They made other claims)Even before the project completed, main salesman would never respond or call back ( It took months to be told he went back to his home country for months each year , and apparently no one took over his phone calls ) ; his supervisor Ron *** answered or of phone calls --- until he left the company or fired, and upper level people delayed and delayed till transferred /quit /fired etcQuickington and I thought, *** (I had first wasted a good months dealing with Chicago to be told in the end – Sears Corp, doesn’t have anything to do with Sears Home Improvement anymore Took another 5-months to ever be able to contact by phone the main H I office in Florida They had/never did, respond to letters)
A year later I discovered one of the upper windows had never been “wrapped”I had to be home times for different people to look at them, schedule apts and then those were never fulfilled or canceled because- 1st guy quit, 2nd gentleman (Howard ) I thought going to do it, but then passed on to yet another person who said would be able to do the work the day he came, then when here – “I don’t have the equipment or the ok for THIS”, and come back again It took MONTHSEND OF OLD rant START NEW
End of June of within days, a squirrel, probably the same one … came thru the screen doors of the deck slidersThe first time when I found it hanging on the inside, was able to slide open the screen door to let it out days later it came through the other and it created his own exit- in seconds I have a few air-conditioners but I didn’t put them in the last 2years- I didn’t want to damage my nice new windowsWith the windows the deck doors open -its bearable most days, and at night as the upper deck door is off the master, its quite pleasantI know squirrels are smart and destructive --many bird feeder sellers show the variety of trashed returned 'squirrel proof 'bird feeders, with a scoreboard
“Squirrel Proof feeders 0: squirrels 10." But I foolishly believedI called Sears Home Improvement with the questions/ requests: I cant find any written guarantee that even speaks of the screens-can I get one? Did my salesmen who told me the screen material on these windows was squirrel proof, lie-- like did about other facts July 3rd, Saturday,First try I could not get the Boston office- got the central warranty line, they took the message, and promised someone would call me back July 5th afternoon, no one had called, I was able to find my old number to Boston area office, and secretary WendyShe had me LMOM of Sheena (one of the managers who I have spoken to -multiple times, the year before) When she didn’t call me back in hours and I wasn’t going to be home the next day, I called Wendy again, given to Neil -that I know of, never spoken to him beforeHe said, I was already in the system for an call (was he misreading for 2016? of, as she had done before, Sheena started the ball rolling, but not inform me ) They needed to set up a service call to evaluate – need to talk to Howard I told him Howard was one of the people that didn’t follow thru the last time He said if I had any problems I could call Peter ***- ----great guy!! takes care of everything!!
Back to 2014--I said he’s one of those who didn’t care of anything before and indeed I found these old notes: “ Peter *** conference call, would investigate and get back to me " never did ( none of the ever did ) and
“ Quickenton never contacted me, about three weeks later , I got a phone call from Peter *** saying it was going to be him to help me ---but needed to know the problem I gave him the full history thru email After not hearing from *** by the time promised, I emailed him and he replied -He had told me it wasn’t his job -- either confusing me with someone else or just lying and he had forwarded my email to Kevin *** - who he “hoped “ would reply Ultimately, all was very unsatisfactorily not helped by anyone including the Florida main office that offered me a 100$ gift card for the 70-phone calls, 50-emails and lettersI rejected that end rehashI was unable to call until July 7, got Howard, who can’t make an apt until I have a ticket… had to call the main number, got Rosie who told me it would be 100$ for the service call and she checked- no, there is no suggestion or guarantee on the screens to be squirrel proof WHICH I ASSUMED ALL ALONG I JUST WANTED CONFIRMATION Finally received copies of the warrantees which I don't think ever got initially - screen mesh isn't warrantied for anything,
The warranty answer line should have been able to answer thisIf not Wendy, Sheena, Neil or Howard -- someone earlier should have said, regardless of any guarantee, you would pay a 100$ service call to have them evaluatedSince it looks like the going rate to repair/replace screen mesh is 40-$ - who would do that?
P A Burke Providence RI

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding a dishwasher purchased from Sears*** *** notes in his complaint that his dishwasher has not worked the majority of the time that he has owned itThe dishwasher was installed in November and the first time we heard from *** *** was in December If the unit was not working for the majority of the time it was owned, we don’t understand why we weren’t contacted while the dishwasher was still under warrantyThat said, notes from our service system indicate that *** *** dishwasher was not fully accessible to the technician who was dispatched to the homePer the terms and conditions of the Master Protection Agreement (MPA), it is a consumer’s responsibility to ensure that a covered item is easily accessibleThe MPA states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementThat said, *** *** requests a refund of the purchase price of his dishwasher as well as a refund for the MPAWe feel it is important to remind *** *** that he had days in which to return the dishwasher for a full refundSince we are now almost months past the time in which the dishwasher was eligible to be returned for a refund, we will not be providing a refund to *** ***The MPA is in force until November 25, 2019, if *** *** wants to cancel the remainder of his MPA, he can contact our service contracts office at *** to discuss a prorated refundThat said, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

November 27, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online
order and delivery delay.It is unfortunate if we failed *** *** expectations
as we value his patronageWe can assure that his concerns have been forwarded
to management for reviewHowever, after researching the notes in his order we
found that the order was placed on November 15, 2015, and delivered on November
23, Accordingly, the order was delivered within the *** timeframeWe
apologize again for any inconvenience *** *** may have experiencedSince the
order was delivered on time, we respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

Complaint:
I am rejecting this response because: It looks like nobody is responsible for anything in searI didn't provide any pictures because I talked to sear representative over phone and received this email
Sears.com Order # Shopping [email protected] Dec at 4:PMToelena***@yahoo.com Hide Message body Dear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience causedhttp://www.sears.com Thank you, Calistha.Y Sears Member Services 1-800-366-
Sincerely,
Elena ***

HORRIBLE phone service Plan on missing days of work per service aptBought a $range and $dryer less than years agoWith in one year both had problems At one point I was without a stove for weeks When I called the customer service rep about a recent apt for both appliances (again less than years old) she was very rude and even though I had written confirmation that the technichian was to be here between 8-12, she changed the time to 12-1, then 12-3, then 8-and told me I needed technichiansWhen I spoke with the "supervisor" she was incredibly rude and refused to help in anyway and once I asked for her boss she hung up on me Finally got through and have a case numberA nice man came to repair my stove and I was assured by the customer service rep that the dryer technician would be here but he never cameBottom line, junk products and the WORST customer service I have ever dealt with The technicians are nice if you can even get one to your home

May 20, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** ***
*** *** *** We have completed the investigation of *** *** complaint regarding her online order and her request to have the merchandise redelivered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MsWilliams placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** ** *** *** *** *** ** *** with telephone number (*** *** and email address of *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order, we show that Sears Online made the decision to issue a full refund of $back to her *** account ending in ***This credit should post to her account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Shanese S *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerOur records indicate that on August 6, 2016, Ms*** washer was approved for replacement per the terms and conditions of the Master Protection Agreement (MPA) that covers her washerSince we have noted the authorization to replace, providing Ms*** with her desired resolution, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

September 9,
Roman">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his allegation that his oil change was not done properly which caused oil to leak
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterIf Mr*** has any questions regarding his claim, he can contact his claims examiner at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent purchase As clarification, stainless steel is always more expensive than a standard colored applianceHowever, it seems that Mr*** could have been lead to believe there would be no additional cost to him for the new itemWe would like to apologize to Mr*** for any misunderstandingThat said, a credit has been issued for $and it should reflect within 3-business daysIn light of the aforementioned information, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

April 5,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the amount he says he was overcharged once his service was completed
We were able to review the documentation that *** *** sent in to our customer support group, and this helped us discover what the problem wasThe receipt he sent over was for the estimate for the repair and it included a coupon discount of 25%When his service order was closed out and the actual charges were placed against the credit card, this discount was not present on the receiptAdditionally, there were some increases that had recently been applied to some job codes and the labor for the repair had increased from $to $143.00, though *** *** should not have been charged the new fee as the old one had been “locked” in by the estimateUnfortunately, our customer support group did not realize this and they denied *** *** request for a refund
With that said, after applying the correct job code fee and the 25% discount, we found that *** *** was entitled to receive a refund of $back to his *** ending in *** If he could contact me and provide the first digits of his digit *** ending in *** I would be able to see if a refund was processed by any other group and if not, I would be able to process on the spotOnce the refund is entered, it typically takes about 1-business days for the card issuer to post the credit to the account*** *** is welcome to contact me via email at *** or via phone at *** I would stress that I do not need the security code or the expiration date of the card as these are not needed to process a refundIn the interim, since we are willing to issue the aforementioned refund and are only awaiting contact from *** *** in order to process this, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * ***
class="InsideAddress"> *** *** *** We have completed our investigation of *** *** complaint regarding his washer We apologize that *** *** washer failed to meet his 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 *** *** case he purchased his washer on January 4, and the full manufacture warranty expired a year later on January 4, Our records show only one service for *** *** on December 24, 2014, this is eleven months after the purchaseOur service technician arrived on December 24, and found that the right front leveler leg needed to be adjusted and did so*** *** never contacted Sears after this repair to indicate his was still having issues To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to *** ***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, if *** *** would like to have a second opinion, we are willing to have a technician come out to the house to diagnose the unit at no cost to *** ***, it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will stand*** *** need only contact me directly at *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to *** *** to decide if he wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be his responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

October 14,
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Revdex.com
North Wabash Ave., Ste#
Chicago, IL
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We have completed the investigation of *** *** complaint regarding
her customer service experience upon the delivery and install of her purchased dryer
After reviewing *** *** complaint and our records, we were able to determine that on the day of delivery, September 14, 2015, the wrong hose was purchased so the install could not be completedOur records also show that *** *** was advised that once she purchased the correctly hose, we would gladly set up an appointment to complete the installOur records show that a Manual Work order was scheduled for September 17, however; *** *** wanted a sooner dateUnfortunately we could not meet her request and we apologize for thisWhen *** *** was informed of this, she decided to cancel her entire orderWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation onAt this time, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
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Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
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