Complaints for Sears - Corporate Headquarters in Hoffman Estates, IL

Complaints	Type of response
7	Making a full refund, as the consumer requested
4	Making a partial refund
83	Agreed to make an adjustment
0	Refusing to make an adjustment
35	Refuse to adjust, relying on terms of agreement
30	Unanswered

160 complaints against Sears - Corporate Headquarters

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12/7/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,500.00 Amount Settled: $0.00

Customer Complaint

11/7/2025

To Whom It May Concern: Our Kenmore Elite refrigerator was bought about 3 years ago from a Sear's location in Howard County area. The compressor went out & was replaced August of 2025. It broke down again in mid-late September. Since then the customer repair service has been inconsistent & very poor with communicating. Presently, we've been waiting for 3 wks since the last technician came & ordered the parts (brand new compressor etc..) He was originally scheduled to return 3 weeks ago after the parts arrived to install them. He has cancelled "last minute" three times with no reasonable explanation. This is completely UNACCEPTABLE!! We're extremely dissatisfied as. Customers & frustrated because Sears only has recordings & AI service when you call. There's no longer anyone to complain or vent our concerns to. Frustrated Customers, Mr. & Mrs. Dunlap (202) 590-7609 (646) 232-6884 Email: [email protected] Note: The refrigerator is still currently under warranty (5 year warranty). Resolution Sought At this point, we would like the parts that were ordered installed as promised & if it breaks down again, replace with a new refrigerator ASAP! Sears needs to redeem their credibility & representation.

Company Response

11/24/2025

To whom it may concern, We have completed the investigation of Mr. Dunlap’s complaint regarding the refrigerator and his dissatisfaction that it was not repaired in a timely manner. Upon review, the refrigerator repair showed closed out and completed on November 12th. The service technician installed the compressor. If the refrigerator is still not working, he can call back Home Services and set up another service call. Since we showed that the repair is completed, we have closed our file. We apologize for any problems or frustrations Mr. Dunlap may have experienced with Sears Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible

5/23/2025

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

Customer Complaint

4/22/2025

I have been dealing with Sears for almost a year to replace a warranty microwave&stove combination. It began 8/24, I keep getting date after date. They keep giving me dates to deliver it & then they cancel, telling me it hasn't made it to the warehouse & they are still waiting on it. I have been getting delivery dates as early as 8/7/24, the last being 4/15/2025. Now its 4/28/25! Why is this product not in the warehouse for so long? The have charged my credit card for the installation. They want me to give up and forget about it. I have been without a stove since I'be been talin to them & they keep lying to me because Iman 87 yr old woman & they think I will give up. My order #91350894. Resolution Sought

Company Response

5/7/2025

May 7, 2025 To Whom It May Concern: We have completed the investigation of Ms. Kimbell-Wilson's complaint regarding the delayed delivery of her replacement GE microwave and wall oven. Our records indicate that Ms. Kimbell-Wilson has a Sears Protect Home Warranty covering her wall oven. On August 19, 2024, she was authorized a replacement oven valued at $2717.99 under that coverage. She was emailed the replacement code to shop for her replacement wall oven online using the authorization code she received on August 16, 2024. Ms. Kimbell-Wilson placed the order for the wall oven on August 27, 2024, and paid an additional $39.86 for the replacement she selected, but encountered issues in having this delivered in a timely manner. Because the wall oven had still not been received at the warehouse, the order for the wall oven was canceled. She was emailed a new authorization code on December 18, 2024, and placed the new order for the wall oven on January 1, 2025. However, she encountered, the same issues in having this delivered in a timely manner. Ms. Kimbell-Wilson was contacted by the warranty agent Shaymar on April 30, 2025, and agreed to the cash reimbursement instead of receiving the wall oven. The order was canceled on May 3, 2025 and the check for $2947.98, that amount does incorporate the covered cost of the appliance plus reasonable fees for delivery and/or installation. It takes about 3 weeks for the check to arrive once issued. We also want to note that when the delivery was canceled a refund for the $39.86 amount she paid over the authorized amount was refunded back to her original method of payment. If Ms. Kimbell-Wilson has any further questions regarding the form or any checks issued, she is welcome to reach out to her case manager at [email protected]. In the interim, since we have provided Ms. Kimbell-Wilson with her requested we have closed our file. We apologize for any problems or frustrations that Ms. .Kimbell-Wilson may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. Sincerely, Nancy Robinson Regulatory Complaints Specialist [email protected]

Customer Rebuttal

5/23/2025

They solved the problem by sending me a check for the amount of a microwave oven conbination.

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