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Sears - Corporate Headquarters complaints

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3333 Beverly Road B6-258b
Hoffman Estates, IL 60179 | Get Directions

(847) 286-2500

http://www.sears.com

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Total Amount in Dispute:
$922,409.00

Total Amount Settled:
$2,402.00

Complaint Experience

78%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

125 complaints against Sears - Corporate Headquarters closed in last 3 years.

Complaints	Type of response
9	Making a full refund, as the consumer requested
4	Making a partial refund
60	Agreed to make an adjustment
0	Refusing to make an adjustment
26	Refuse to adjust, relying on terms of agreement
25	Unanswered

125 complaints against Sears - Corporate Headquarters

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3/19/2026

RESPONSE: Complaint was not answered Amount in Dispute: $280.00 Amount Settled: $0.00

Customer Complaint

2/23/2026

I ordered two tool boxes from Sears.com and received only one. After 2 weeks of dealing with online chat promising 3 times they would look into the issue and get back to me. They have not gotten back. Resolution Sought Deliver the second tool set before my son's birthday on March 2.

2/24/2026

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $748.00 Amount Settled: $748.00

Customer Complaint

2/4/2026

I purchased the protection plan on 2/28/2025 valid until 2/28/26, they went into my account and automatically renewed the warranty without my authorization, but then I cancelled the warranty on 2/2/26. Now they are not allowing me to use the prior existing warranty that was valid until 2/28/26 that was already paid for. They stated the warranty was cancelled, and they have not reimbursed the additional $748 they took for the auto renewal they did without my authorization. Resolution Sought A refund of the $748 and to be able utilize the existing prepaid warranty valid until 2/28/26 or refund that money as well. Also to not renew the protection plan.

Company Response

2/11/2026

To whom it may concern, We received Ms. Jones’s complaint regarding the warranty she purchased for her appliances, and she claimed that Sears renewed the warranty without her authorization. As a result, she asked to be refunded for the renewal that was renewed without her consent. We reached out to the Sears Protect warranty team that handles the obligor of her warranty. We were told that Ms. Jones was refunded in the amount of $792.59 on February 2nd. If the refund was not received, she must contact the obligor of her warranty at "SPHWAdvocates" [email protected]. With this being said, since the refund had been issued, we have closed our file. Ellie Rogers REGULATORY SPECIALIST | REGULATORY COMPLAINTS TRANSFORMCO Please Note: All details, resolutions and contacts assisting in this case are considered confidential and not to be shared.

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