Sears Home Outlets

March 1, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? [redacted] ? Dear [redacted] ? We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her layaway order? It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe have reviewed Ms [redacted] layaway account and revealed that it was cancelled due to non-payment.? In case [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for or weeks from the date the account is opened.? Our records indicate that [redacted] opened her layaway order on November 26, 2015, with a deposit of $and she was provided a payment schedule instructing her how much to pay and that a payment was due every days.? Our records indicate that [redacted] did not follow this schedule and instead made payments as follows:? ? ? Due Date:? ? ? ? ? ? ? 11/26/2015? ? ? ? ? Paid On: 11/26? ? ? Amt: $ ? ? ? ? Due Date:? ? ? ? ? ? ? 12/10/2015? ? ? ? ? Paid On: 12/15? ? ? Amt: $ Due Date:? ? ? ? ? ? ? 12/24/2015? ? ? ? ? Paid On: 12/30? ? ? Amt: $ Due Date:? ? ? ? ? ? ? 01/07/2016? ? ? ? ? Paid On: 01/15? ? ? Amt: $ Due Date:? ? ? ? ? ? ? 01/21/2016? ? ? ? ? Paid On: ? ? ? ? ? ? ? ? ? ? ? ? ? Amt: $ ? ? ? Therefore, although [redacted] did make payments, most of her payments were completed past the due date of days and her payment made on January 15th was actually due on January 7, 2016, which means that the lapse between payments exceeded our day grace period.? With that having been said, it does not appear that Ms [redacted] layaway was cancelled until after her next payment date lapsed.? As such, our system cancelled her layaway on March 6, 2016, and a refund of $was issued to her [redacted] account on the same date.? ? As clarification, our layaway terms are posted within our stores, on our receipts, and on our website.? A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened.? At this time, we can only reiterate that we regret any misinformation [redacted] feels she may have received regarding the cancellation of her layaway and would like to assure her that her concerns have been documented for management to review.? We hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.? We respectfully ask to have this matter closed, since we have provided the appropriate refunds and confirmed that the proper layaway process was followed ? 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] ***

December 22, ? Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? # [redacted] - Charlene [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Dear Ms [redacted] : ? We have completed the investigation of Ms [redacted] complaint regarding her washer? ? ? ? As clarification, it is not our policy to sell items with missing model or serial numbersMs [redacted] has had the item in question in her possession now for approximately years and we have no way to know what has happened to it during that timeAny items covered under Ms [redacted] type of service contract, which is called the Master Protection Agreement (MPA), must have a legible serial number in order to be eligible for coverage under the terms of the MPA.? At this time, Ms [redacted] may cancel her contract if she wishes and she will be given a pro-rated refund in accordance with the cancelation clause of the MPAShould Ms [redacted] wish to purchase a new washer from Sears, we would be willing to discount the cost by 15% off of the lowest price under certain conditions as a courtesyOtherwise, we are unable to assist any further ? 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

March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe have reviewed Ms [redacted] layaway account and revealed that it was cancelled due to non-payment In case [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for or weeks from the date the account is opened Our records indicate that [redacted] opened her layaway order on November 26, 2015, with a deposit of $and she was provided a payment schedule instructing her how much to pay and that a payment was due every days Our records indicate that [redacted] did not follow this schedule and instead made payments as follows: Due Date: 11/26/ Paid On: 11/ Amt: $ Due Date: 12/10/ Paid On: 12/ Amt: $ Due Date: 12/24/ Paid On: 12/ Amt: $ Due Date: 01/07/ Paid On: 01/ Amt: $ Due Date: 01/21/ Paid On: Amt: $ Therefore, although [redacted] did make payments, most of her payments were completed past the due date of days and her payment made on January 15th was actually due on January 7, 2016, which means that the lapse between payments exceeded our day grace period With that having been said, it does not appear that Ms [redacted] layaway was cancelled until after her next payment date lapsed As such, our system cancelled her layaway on March 6, 2016, and a refund of $was issued to her [redacted] account on the same date As clarification, our layaway terms are posted within our stores, on our receipts, and on our website A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened At this time, we can only reiterate that we regret any misinformation [redacted] feels she may have received regarding the cancellation of her layaway and would like to assure her that her concerns have been documented for management to review We hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have provided the appropriate refunds and confirmed that the proper layaway process was followed 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me? As soon as Sears found out about my troubles through the Revdex.com, they called my husband and we are scheduled to have a new treadmill delivered on 11/19/? The manager stated that she really wished I would have called Sears directly, which I did do in the beginning? And they told me to call [redacted] , and that is where the troubles began? I am truly hoping that I somehow got into a bad loop and just couldn't get help with anything? Sears is starting me out fresh and am hoping this works!!! ? The manager at Sears was very sorry and did right by me thus far Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] : 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 [redacted] 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, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Darlene [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] complaint regarding service We had set service for Ms [redacted] with a senior service technician and are currently waiting completion of that serviceWith 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 Ms [redacted] 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com

Complaint: I am rejecting this response because:Sears refuses to accept responsibility for their mistakeMy complaint CLEARLY outlines the date in which the item was advertised to be ready for pickup in store as November Yet, Sears responds with how the package was at a Houston UPS hub on Novelber Sears continues to blame UPS but the package was delivered based on the shipping method chosen by SearsSears reached out to me on Novelber 27th offering me the 10% off as wellBut what I find interesting is as per this response, I was refunded on Nov 22nd, days BEFORE she contacted me, suggesting that Sears has taken zero effort into this situation, prior to offering a resolutionThe offer of 10% discount is a generic offer in efforts to appease the customer My original request stands and I would like to speak to a senior executive directly before considering this as resolved Sincerely, Ricky [redacted]

Complaint: [redacted] I am rejecting this response because:my complaint is not that there haven't been repairs made,but that this is the seventh repair since the dryer was purchased.If I had known a replacement warranty was offered,I would definitely have purchased it as it has been apparent from almost the very first that this wasa 'lemon'.the total repairs have totalled over $for a $dryer.Is this good business?I will wait until the next repair to call and be put off by everyone I talk to Sincerely, Polly [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/05/15) */ May 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] A [redacted] Dear Ms [redacted] We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with our customer service and failure to provide a refund for a dishwasher she returned to her local Sears Hometown Store It is unfortunate that we failed Ms***'s expectations when she recently purchased a dishwasher from Sears Hometown StoreWe value Ms***'s patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, [redacted] District Manager for Sears Hometown Store num275ber 1, contacted Ms [redacted] to discuss her experienceAt that time, he offered to reimburse her bank fees and provide some compensation to offset any inconvenience or expense she may have incurred due to having to make phone calls and trips back to the storeMr [redacted] also gave Ms [redacted] his cell phone number, and agreed to follow up with her to confirm that she received her refund of $on May 4, We can only reiterate that we truly regret any inconvenience Ms [redacted] may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleMs [redacted] may contact Mr [redacted] at (XXX) XXX-XXXX if she needs any further assistance with this issueWe respectfully ask to have this matter closed, since we have noted Ms***'s comments and an equitable resolution has been provided by Sears Hometown Store 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX

December 7, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: – Ricky [redacted] Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and the type of shipping that was selected for his order.It is unfortunate that we failed Mr [redacted] ’s expectations when he spoke with Sears customer serviceWe can understand how the series of events detailed 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 avertedWe sent an email correspondence on November 27, 2015, explaining that according to UPS the order was in transit to UPS on November 10, It departed from Hodgkins IL and arrived in Houston on November 13, at 2:pm as the website had estimatedHowever, UPS did not deliver the order to Sears until November 16, We advised that our records show Sears Online offered Mr [redacted] a 10% discount on his next orderAdditionally, a full refund has been issued back to his PayPal account as of November 22, Mr [redacted] responded to our email with additional information therefore we reached out to our online group to find out more information about the shipping that was usedWe received a response today with clarification for this particular type of order which was merchandise that is not available at the store but is available from our warehouseIt is standard for the warehouses use UPS ground to ship these items to a store as there is not an option to expedite shipping for these itemsWith that said, we have noted Mr [redacted] ’s dissatisfaction with the shipping processIn the interim, since a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

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]

March 27, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: # [redacted] ?" Tony G [redacted] ? Dear Ms [redacted] ? We have completed the investigation of MrG [redacted] 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 [redacted] 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 [redacted] ordered.? MrG [redacted] 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 [redacted] 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 [redacted] purchase as a courtesy.? With this having been said, a refund of ? ? $was reissued to MrG [redacted] on March 22, 2018.? We apologize for any inconvenience MrG [redacted] 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 [redacted] Regulatory Complaint Specialist [redacted] ?

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

Initial Business Response / [redacted] (1000, 8, 2015/06/03) */ June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the time frame for delivery of a GE over the range microwave oven she purchased from Sears Outlet online It is unfortunate that we failed Ms***'s expectations when she recently placed an order with Sears OutletWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedIt may be important to clarify that Sears Outlet Stores are independently owned franchises that may offer items to customers outside of their central delivery areaThis was the case with Ms***'s order, and as such Sears Outlet retained services from a third party to deliver her ovenWhile this service is meant to appear seamless to our customers, there are times that it may not be completed as quickly as we or our customers would like, since scheduling is entirely up to the selected third party carrierWith that having been said, [redacted] contacted Ms [redacted] on May 23, 2015, to inform her that Sears Outlet was unable to ship the microwave oven to herAs an apology, he offered Ms [redacted] a credit of $to the account she used to place her orderMs [redacted] accepted the offer and indicated that it met with her approvalAt this time, we can only apologize for any inconvenience she may have experiencedWe hope that she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms***'s comments and an equitable resolution has been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX

March 28, [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 It is regrettable that we failed Ms [redacted] expectations in regard to the refrigerator she purchased from the Sears Outlet store in Melrose Park, ILWe 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 researching Ms [redacted] purchase, we found that the refrigerator was purchased on November 12, 2016, and delivered on November 16, While we understand that Ms [redacted] is seeking a replacement or a refund, her purchase is outside Sears’ 30-day Return Policy time frame Once outside the return policy timeframe, neither a refund nor an exchange is permitted; any performance issues must be addressed through the manufacturer’s warranty by our service department Our records show that the repair to Ms [redacted] refrigerator was completed on March 27, 2017, with the installation of a condenser Prior to this repair, only one other repair was completed; on January 19, 2017, a Sears technician cleared ice from the evaporator With that said, since we have documented Ms [redacted] concerns with her refrigerator and we have completed the repair to the unit in accordance with the manufacturer’s warranty, 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

December 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] David H [redacted] Dear Ms [redacted] We have completed the investigation of MrH [redacted] complaint regarding his refrigerator We have spoken with MrH [redacted] regarding this issue and a replacement refrigerator was provided As such, we have closed our file We apologize to MrH [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]

[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 our customer service, when he called for repair information for his craftsman pressure washer? We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his 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 he was treated and that we truly regret that the misinformation he received from the store regarding his repairs for his power washer caused him any inconvenienceWe did offer and process a gift card in the amount of $for his inconvenience; we ask that this matter be closed, since we have noted his candid feedback and Mr [redacted] has confirmed that his power washer is in working condition ? Again, we apologize to Mr [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 concerns ? Sincerely,? [redacted] Regulatory Complaint 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, [redacted] ***

Initial Business Response / [redacted] (1000, 17, 2015/10/05) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] complaint regarding a washer purchased from Sears Outlet It is important to note that Mr[redacted] complaint regarding a washer purchased from Sears Outlet was received in our office on Monday, October 05, Once reviewed, the complaint was sent to the Sears Outlet in [redacted] for investigationThat said, [redacted] , manager of the Sears Outlet in [redacted] informed our office that Mr [redacted] received a refund on September 14, Since we have picked up and refunded Mr [redacted] for the returned washer, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

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] ***