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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:
$1,082,081.00

Total Amount Settled:
$1,831.00

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

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

Complaints	Type of response
9	Making a full refund, as the consumer requested
7	Making a partial refund
141	Agreed to make an adjustment
6	Refusing to make an adjustment
49	Refuse to adjust, relying on terms of agreement
53	Unanswered

266 complaints against Sears - Corporate Headquarters

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4/20/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $5,000.00 Amount Settled: $0.00

Customer Complaint

4/4/2025

I called Sears to repair my LG refrigerator in November 2025 because it was not making ice. The repair technician came out and convinced me to purchase the home warranty service which I did. I then waited one month to use the warranty to repair my refrigerator. Sears has sent me five different technicians to repair the refrigerator and none of them were able to repair it. Each one ordered parts that were either incorrect or did not fix the problem. At this point after four months I still don't have a working refrigerator this is ridiculous. What should I do now they are scheduled to come again for the 15th time tommorow Saturday April 5th 2025. I am at a lost for what I should do now. Resolution Sought I would like to get refrigerator repaired if they can't do that get me a new refrigerator!!

Company Response

4/7/2025

Company states: This is in response to the complaint you forwarded to our office regarding Ray Coopwood's dissatisfaction that the refrigerator was not repaired in a timely manner. When we received the complaint, we discovered the service for the refrigerator was completed on April 4, 2025. The service technician noted "Power on, but no cooling in both compartments~Checked for proper evaporator frost pattern~Replaced compressor"and closed the service order complete. If the refrigerator still not working Mr. Coopwood can call Home Services back and set up another repair visit. Since the service for the refrigerator showing completed we have closed our file. -------------------------------------------------------------------------------------------------------------------------------------------------- per consumer: I talked to Sears this morning 04-07-2025 and was put on the waiting list to receive a new refrigerator. Hopefully they come thru on their word and do the right thing and replace my refrigerator.

2/17/2025

RESPONSE: Complaint was not answered Amount in Dispute: $950.00 Amount Settled: $0.00

Customer Complaint

1/22/2025

I purchased a gas boiler from sears 11/23 but it did not get installed until 1/24. The heater was not properly installed and now it does not work properly!! It was numerous problems from day 1 they brought the wrong boiler, i needed a gas boiler they brought an electric broiler. I had to wait 2 to 3 days before the gas heater arrived, they never changed the paperwork on file the heater is a kenmore but they installed a dunkirk. I have not gotten any help & the installation was not done correctly according to the sears repair person. Sears have not taken responsibility and i had to come out of pocket for all the repairs!! My master warranty is good until 11/2030 what good is that warranty to me???? Resolution Sought To take responsibility for their mishap & to reimburse me back the money i spend out of pocket & the inconvenience.

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