Complaints for Sears - Corporate Headquarters in Hoffman Estates, IL

Complaints	Type of response
10	Making a full refund, as the consumer requested
6	Making a partial refund
165	Agreed to make an adjustment
13	Refusing to make an adjustment
64	Refuse to adjust, relying on terms of agreement
78	Unanswered

337 complaints against Sears - Corporate Headquarters

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12/17/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $200.00 Amount Settled: $200.00

Customer Complaint

11/20/2024

On Oct 4th, 7th,11th, 17th, 18th Nov. 1st, 6th, 12, and 18th. I attempted to have service done on my electric dryer. After 8 scheduled appointment no one showed up or called to update me on my repair. After each appointment I had to contact Sears Repair just to be told they need to reschedule my appointment. They took my monthly service for October and November also my $100.00 deductible for a job not done. I ended up canceling my 8 years contract with sears. The problem is they have no one to service our area and they are not letting customers know. They continue to assure us that someone will be out. No one never show up for 8 appointments this is what they did to someone who paid every month for 8 years. They tell me I can locate someone who is license to repair my dryer and have them to fill out the necessary paperwork and submit them for my refund. Resolution Sought I want to know if there any way beside court that I can get my money back for one year of service.

Company Response

12/17/2024

Per consumer: I received a call from Cinch Home repair (Sears) on today. They informed me I will be receiving a full year of service payment back within 2 to 3 days. Thank you so much!

12/12/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $821.00 Amount Settled: $0.00

Customer Complaint

11/18/2024

On September 6th, 2024, I placed a warranty service call with Sears, who held my warranty plan. A technician came and filed a replacement washing machine. On October 8th, 2024, Sears.com sent me a "Coupon Code" to order my replacement washing machine. I did, and the washing machine was to be delivered on November 1st, 2024. The delivery team called me to give me a 2-hour delivery window. Twenty minutes later, the delivery team called me back and informed me that my washing machine was damaged and going back to Sears. As of today, November 15th, 2024, Sears has not delivered my machine and has been giving me the run-around. I requested a refund of my money to place the order with another company. They have refused to give me my refund and have been giving me the run-around. I am going to seek legal action. I am filing this complaint in hopes that Consumer Protection can help me. Resolution Sought Deliver my Washing machine I paid for.

Company Response

11/26/2024

We have completed our investigation of Ms. Thompson's complaint regarding delayed delivery of her GE branded washer. Our records indicate that a Sears Protect Home Warranty Covering her washer. We would like to note that prior to Ms. Thompson filing a complaint with the Business Consumer Alliance, she filed a complaint with the Better Business Bureau and the New York Attorney General's office for the same issue. On September 27, 2024, Ms. Thompson was authorized a replacement washer valued at $721.99. She was emailed the authorization code to order her placement on our website using the code sent to her in the email. On October 25, 2024, Ms. Thompson ordered the replacement washer, unfortunately, due to the delay with the manufacturer, the refrigerator was never delivered and the order was cancelled due to the washer was received damaged at the warehouse. As of November 8, 2024, she was emailed a new authorization code to place a new order for the washer on our website. Ms. Thompson placed the new order for the GE washer on November 22, 2024. The refund for the $43.71 she paid out of pocket was issued back to her original payment method per receipt number 093000859764 on November 8, 2024. If Ms. Thomson has any questions regarding the washer, she can contact me at the email listed below. We apologize for any problems or frustrations that Ms. Thompson may have experienced. We appreciate the opportunity to address this issue. Sincerely, Nancy Robinson Regulatory Complaints Specialist [email protected]

Customer Rebuttal

12/11/2024

No, I did NOT receive my washing machine on December 7, 2024. I did not even know of a new delivery date. (This is the LACK of communication issues). YES, PLEASE SEND ME THE CURTESY CHECK. I cannot deal with this issue anymore. This is the WORST service EVER. Please let's move ahead and SEND me a check and the money I added to the machine purchase.

Company Final Response

12/12/2024

The cancellation request for the washer has been submitted, you will be updated once the order has been confirmed cancelled and the refund of the $25.58 will be refunded back to Visa. The warranty team will then move forward with issuing a check for the $721.99 you were authorized.

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