Sears Home Outlets

March 27, ? ? *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: #*** ??" Tony G*** ? Dear Ms*** ? We have completed the investigation of MrG*** rebuttal regarding his dissatisfaction with ? ? As clarification, Sears Outlet stores are independently owned and operated franchises that may offer price matching for new, current items also available at full line stores.? However, price matching is not available for already discounted, one-of-a-kind, out of box, discontinued, refurbished and scratched and dented merchandise.? Items offered at a greater discount are typically those with more damage.? It is for this reason our website asks consumers to review the photos and condition details of each item before purchase.? ? Our records indicate that after MrG*** placed his original order, Sears Outlet contacted him to inform him of scratches on the refrigerator.? At that time, they also revealed that the refrigerator was incorrectly tagged and was not the model MrG*** ordered.? MrG*** chose to cancel this order and sears.com offered an adjustment of $for his inconvenience.? He replaced his order online through a different Sears Outlet store and selected the same discontinued refrigerator in better condition, which was reflected in the price of the item.? While we empathize with MrG*** situation, we feel the $credit is commensurate to the circumstances of his complaint.? Sears.com is unable to offer an additional discount for the aforementioned reasons, and we do not find any justification for asking the second Outlet Store to further discount MrG*** purchase as a courtesy.? With this having been said, a refund of ? ? $was reissued to MrG*** on March 22, 2018.? We apologize for any inconvenience MrG*** may have experienced and can assure him that his concerns have been documented ? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns ? Sincerely,? Nicki G*** Regulatory Complaint Specialist *** *** *** *** ?

January 19, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? [redacted] ? Dear Ms[redacted] ? We have completed our investigation of Ms[redacted] complaint regarding her refrigerator repair? It is
unfortunate that we failed Ms[redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms[redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms[redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.? We sincerely apologize for any inconvenience we may have caused Ms[redacted]? Upon receiving Ms[redacted] complaint, we contacted the local service unit for assistance.? Laura with [redacted] responded that she found the part that was on back-order through another vendor, MCM Electronics.? Laura placed the order, and explained to Ms[redacted] that the part was supposed to ship in five to seven days.? However, it appears that since the part did not ship as expected, our Protection Agreement department authorized Ms[redacted] for a new refrigerator under her Master Protection Agreement? They will be contacting her in the next hours with an authorization amount so she can go to her local Sears to reselect.? In the interim, since Ms[redacted] has been approved for a replacement refrigerator, 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 ? ?

Complaint:
I am rejecting this response because: I would like for Sears to accept the responsibility of not fulfilling their advertised "ready for pickup" datesRather than trying to blame UPS or offering a simple apology, not one of the nearly people that I have spoke with has accepted the responsibility that Sears failed to fulfill their promise.?
Sincerely,
Ricky [redacted]

March 1, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? [redacted] ? Dear Ms[redacted] ? We have completed the investigation of Ms[redacted] rebuttal regarding her dissatisfaction with our response to her complaint about the cancellation of her layaway order? We have reviewed both sears.com’s response and Ms[redacted] rebuttal, and we do not find that [redacted] has brought any new information to her complaint.? While we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive the treadmill at the sale price offered at the time she opened her layaway order, since the cancellation was not the result of any error by Sears.? It is also important to clarify that Ms[redacted] layaway order was cancelled February 6, 2016.? The date of March 6, 2016, stated in our previous letter is a typographical error.? We apologize to the Revdex.com and [redacted] for any confusion this typographical error may have caused and can assure both parties that the payment detail included is accurate ? In reference to Ms[redacted] claim that she did not receive a cancellation email, it might be important to mention that our emails are commonly misdirected to spam folders when our customers do not add our address to their email contacts.? Regardless, at the time of layaway opening Sears provides our customers with a complete schedule of payments, due dates and terms that they may refer to for direction whether or not they receive specific email notifications about their layaway.? ? Unfortunately, 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 grant.? In Ms[redacted] case we do apologize that we failed her expectations, layaway orders cannot be reinstated and we are unable to offer the same price on a new order when the previous order has failed due to late or non-payment.? We can only again assure [redacted] that her concerns have been forwarded to management for review.? Any associates that may have provided her with incorrect information about the status of her layaway will be given the opportunity to receive additional training or receive disciplinary action up to or including termination.? Since we have again confirmed that Ms[redacted] layaway progressed properly and without any systemic error, we have closed our file regarding this matter? 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]

April 8, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ? Dear Ms[redacted] ? We have completed the investigation of Ms[redacted] rebuttal to our previous response? After receiving Ms[redacted] follconcerns, we contacted the store of purchase for assistance.? [redacted] with Sears Outlet [redacted] responded on April 8, 2017, that he had contacted Ms[redacted] in regard to her concerns with her refrigerator.? Mr[redacted] offered Ms[redacted] an exchange and she is planning to return to the store on April 9, 2017, to re-select.? Since a fair resolution is being provided for Ms[redacted] 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 ? ?

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: # *** Rebecca J *** ? Dear Ms***: ? We have completed our investigation of Ms*** complaint regarding her sears home warranty ? We would first like to point
out that *** Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms***’ contract ? CCHS informed us that the SHW was cancelled and Ms*** was refunded $back on to her credit cardIf Ms*** has any questions regarding this she can contact her case manager at CCHS, Altina *** directly at ###-###-####Since Ms*** warranty was cancelled as she requested we have closed this case? ? We apologize to Ms*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ###-###-#### direct Vanessa.L.***@searshc.com

Initial Business Response /* (1000, 6, 2015/10/01) */
October 1,
[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #[redacted]
Dear Ms[redacted]
We have completed the investigation of Mr.[redacted] complaint
regarding his dissatisfaction with the failure of his refrigerator and his subsequent request for a refund
We have reviewed Mr.[redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period After that time, the only option that is available is to have the item serviced In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair Unfortunately, Mr.[redacted] did not purchase a Sears Protection Agreement that would offer replacement when certain conditions are met With that having been said, our records indicate that our technician evaluated Mr.[redacted] refrigerator on September 18, 2015, provided instruction for loading the refrigerator that would increase its performance, adjusted the door, and confirmed that the refrigerator was operating to the manufacturer's specifications afterward Therefore, at this time, we can only apologize for any inconvenience Mr.[redacted] may have experienced We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Mr.[redacted] refrigerator
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]

? *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL? ? Re:? *** - *** *** *** ? Dear Ms***: ? We have not fully completed our investigation of MsScott’s complaint regarding her Kenmore range ? We are
currently researching the issue and are in contact with Ms*** directlyWe will be setting service with a senior service tech to address the range and the fact that it is not baking at the degrees as advertised ? With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.? If MrNorris’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved.? We respectfully ask that this matter remain closed at this time? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns? ? Sincerely, ? *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com

February 14, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? #[redacted]??" Rebecca R[redacted] ? ? ? ? ? ? ? ? ? Dear Ms[redacted]: ? We have completed the investigation of Ms
[redacted]’s complaint regarding her range? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Our return policy period is days from the date of purchase, not the date of deliveryIt seems our technician may have calculated incorrectly whenever he told Ms[redacted] that she qualified for an exchangeWe apologize for the misunderstandingThat said, we are willing to make an exception and provide a refund once the item is retuned due to the confusionMs[redacted] may use the email address listed below if she wishes to accept? ? ? 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, Tammie [redacted] Specialist, Regulatory Complaints Email: Tammie.[redacted]@searshc.com

August 3, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted]? [redacted] S[redacted] F[redacted] ? Dear MsV[redacted] ? We have completed the investigation of DrF[redacted] complaint regarding his recent online order
experience and his request for a refund of the cancelled order? It is unfortunate that we failed DrF[redacted] expectations as we value his patronageWe can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the local Sears Outlet store issued a refund on August 1, 2017, for $For DrF[redacted] records the return receipt number is [redacted]The credit should post to his account within to business daysAdditionally, we hope that in the future DrF[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted DrF[redacted] concerns and respectfully ask to have this matter closed ? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns ? Sincerely,? E[redacted] C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 26, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ??" Lakisha [redacted] ? Dear Ms[redacted], ? We have completed the investigation of Ms[redacted]’ complaint regarding her recent online order experience
and her request for a full refund? It is unfortunate that we failed Ms[redacted]’ expectations and we can understand how the series of events noted 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 avertedAfter researching this matter, Store General Manager Gary [redacted] advised that he would issue a full refund for the table and Ms[redacted] can keep the productAdditionally, Mr[redacted] advised that he would issue up to $for Ms[redacted] to have the glass provided by another glass company of her choice which she acceptedWe hope that in the future Ms[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms[redacted]’ concerns and 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

[redacted]
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
[redacted]
We have completed the investigation of [redacted] complaint regarding a washer purchased from the Sears Outlet in North Olmsted
[redacted]
[redacted] Manager of the [redacted] provided the following response:
Since receiving [redacted] complaint we have tried to make contact multiple times with no successWe have also emailed and have not received a responseThat said, if [redacted] needs additional assistance she can call me at the store, I can be reached at [redacted] I can also be reached via email at [redacted] Since we have noted that we have not made contact with [redacted] and would like to discuss her complaint with her and have provided my office number and email, requesting contact, we ask 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]

Initial Business Response /* (1000, 5, 2015/07/30) */
[redacted]
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of [redacted] complaint
regarding an exchange and their dissatisfaction of a new riding mower purchased from Sears
[redacted], Assistant Manager of the Sears in[redacted], provided the following response:
After reading and reviewing Mr& Mrs[redacted] sales check's, I contacted them to discuss their concernsIt was agreed that a new garden tractor, Sears item #[redacted] has been ordered and will be delivered to the [redacted] home on Saturday, August 1, Sears Home Delivery will be picking up the XXXXX, Zero Turn Radios unit that was purchased on July 16, Additionally, mulch kit XXXXX will be installed and the original blades will be deliveredAfter the zero turn mower is returned, a mail bank check in the amount of $will be processed and sent to Mrand Mrs[redacted]The possibility exists that it could take up to two weeks for the refund check to be receivedIf Mrand Mrs[redacted] have any additional concerns, they can contact me at [redacted]Since it is my understanding that Mrand Mrs[redacted] are satisfied with the actions taken by Sears to ensure their satisfaction, we ask that this complaint be closed
We apologize to Mrand Mrs[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 Specialist
Sears 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 me
Sincerely,
S[redacted] F[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 me
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because during one of the service calls I DID, express my concern, verbally, with the technician, that dishes were coming out dirty, and the reason in the first place that I switched soap types was because it was at the suggestion of the technician.We are an elderly couple? We do not need to wash the dishes daily, but wait and store them up until we have a load that will make it worth while? So, in your "day" restriction time, we only washed a few loads, and would not have looked for, or expected the dishes to come out dirty? The product is inferior? The product does not do what it is supposed to do, especially since we paid extra to buy the model with the movable lower wash arm, that was supposed to make the dishes come out nice and clean? It doesn't work? It never did work.If you do not agree to replace this machine, besides the visible and far-reaching Revdex.com complaint, I will let my state and federal reps, and secretaries of state, consumer affairs bureaus know about the way you are avoiding replacing an inferior product? No wonder Sears is in so much trouble? ?
Regrettably,
Sandi [redacted]

*** ***Revdex.comNorth Wabash Ave,
Ste#2006Chicago, IL? 60611*** *** * *** *** ***
*** *** *** We have completed the investigation of *** *** *** *** complaint regarding the
purchase of appliances from Sears Outlet and having them serviced***
***
General Manager of the Jacksonville Sears Outlet, provided the following
response:I
have been in contact with *** *** regarding the concerns noted in her
complaintShe has agreed to send me the information for the repair of
dishwasherI will be providing a sales adjustment back to the dishwasher for
the cost of the repairAdditionally, we will do the same for the repairs of
the rangeIf I can be of any further assistance to the *** I can be
reached at *** or via email at *** Since it is my understanding that *** and *** *** are satisfied with the
aforementioned resolution to their complaint, we ask that this complaint be
closedWe apologize to *** and *** *** and appreciate
the opportunity to address this matter.?
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** ***Regulatory
Claims SpecialistSears
Holdings Corporation***

January 30,
[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # [redacted] ??" Sandi [redacted]
Dear Ms[redacted]:
We have completed the investigation of Ms[redacted]’s complaint regarding her dissatisfaction with the performance of her
dishwasher and her request for an exchange
We apologize that Ms[redacted]’s dishwasher failed to meet her expectations Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase The copy of the receipt that Ms[redacted] was provided clearly states the following: Most items have a return policy of days from purchase but may vary by item All returns require a receipt and may be looked up in the store Restrictions Apply See Sears.com, signs posted at registers, or an associate for details With that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions…”
According to our records, Ms[redacted] purchased the dishwasher on August 9, and it was installed on August 12, Ms[redacted] called on August 21, to report that the dishwasher was protruding out of the spaceNothing was mentioned about the performance of the dishwasherOn August 24, Ms[redacted] called in again to follow up on her request to have the dishwasher pushed back; again, no mention of issues with functionality Our installation department generated an Inspect and Correct order for the installer to address the reported protruding issueAccording to the installation order notes, the installer found the rear leveling wheel on the dishwasher was hitting a block of wood that was attached to the wall The block of wood that caused the protrusion was removed and the order was closed We would like to note that the installer is contracted and was there specifically to correct the installation of the dishwasher, not to service the dishwasher
We did not hear from Ms[redacted] again until she called our Customer Solutions department on October 23, and she requested an exchange because the dishwasher was not cleaning the dishes properly Since it was over the day return/exchange period, Ms[redacted]’s request was denied Ms[redacted] was offered service on the dishwasher On October 24, our technician assessed the dishwasher and noted that Ms[redacted] was using too much soap; the dishwasher is working as designed With that being said, since we have addressed the issue brought forth in Ms[redacted]’s complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
###-###-#### direct
Matilda.[redacted]@searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL? ? ? Re: Trang [redacted] Dear Ms[redacted]: We have completed the investigation of Mr[redacted]’s complaint regarding an order placed via www.searsoutlet.comJason [redacted], manager of the [redacted]
Sears Outlet, provided the following response: We have identified a replacement refrigerator which has been ordered and is scheduled to be delivered to Mr[redacted]’s home on September 8, If there are any outstanding concerns that need to be addressed, I ask that Mr[redacted] contact me at the store at [redacted] and I will assistAlthough Mr[redacted] would prefer us to keep his case open until his delivery has been completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr[redacted] has our written commitment to assist with any concerns, so we feel that keeping this case open during the interim is unwarrantedWe respectfully ask that this matter remain 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me
Sincerely,
[redacted]