To whom this may concern,

I have several complaints about the Sears Saugus store. The week before Christmas 201 I had a layaway xmas. I went to pick it up and there were nothing but problems. The following happened. There was a lady at the landsend counter, I asked her if I could pay my layaway at her register she said no I had to got to the back of the store where the layaway was. So I went back and the said I had to pay at the register in the front of the store. So finally I paid went back to pick up my layaway and there was nothing but confusion and aggravation. The procedure was to scan my receipt, it registered how many items I had but not all was on receipt . I waited for pickup and 5 mins. went by, then 15, then 20 mins. still waiting found some of my layaway after a 1/2 hour went by. I got there around 5:00p.m. and closed the store. The man that found some of my layaway was holding my merchandise in his sweaty arms that he had worked all day and was wrinkling everything that he had found. Then I was so fed up that I asked for a manager. He did not know what he was doing. They had lost 1/2 of my layaway. Manager had offered for my time and aggravation a $40.00 gc and an adjustment on one of the items on my layaway and told me to come back next night for the rest of my layaway. I went back next night and know one new of the situation that happened the day before. The mgr never left the inf with anyone. I was supposed to get the rest of my layaway, the $40.00 Gift card and the adjustment on the coat that I had bought not on sale. I was very upset. It was quite an experience that I had encountered. The customer service associates were very rude about it. They looked at me like I was crazy. Finally on the third day late in the afternoon they finally settled the whole matter. I was finally relieved but was so disapointed in the whole ordeal. I feel the company should compensate me for a larger amount of a gift card and should send it out immediately.

# 2 Situation

I bought a bathrobe that came with slippers that was also on the layaway. The bathrobe had no slippers when I got it home. So I went to one of the registers and asked one of the associates if she could give me a pair of slippers that came with the robe. She had to call a mgr. and not show up for at least a 1/2 hour. I was not happy again. I do not are for or like the service with Sears. Poor customer service and very poor management.

#3 Situation:

I had 2 layaways on the Jewelry counter. I went to pay every two weeks faithfully. I had them on before Xmas. I got a call saying I had until the 27th of February to pay. I went in to pay and said both of my layaways Had been canceled. I was not happy once again. I was going to give them for birthday gifts. So I had lost $15.00 layaway fees So they told we I had to wait for my refunds that Sears mails them out. Most stores I make layaways gives you your refund right away. I never heard of such a thing. So they sent my refund to my bank which I did not realize that I had closed the account because I was not using it. Anyways the check was lost and it took them from February to finally fiqure out what had happened to it. They are going to mail the check hopefully within the next week. Another aggravating situation and not happy again. Your company is the worst to deal with. I don't think I will be making any layaways in the future or shopping in your store anymore. I would like a gift card for all my aggravation and stress your company has put me through since December. If you are not cooperative you will lose several or many many more customers because I will tell everyone not to shop in your store.