Complaints for Sears - Corporate Headquarters in Hoffman Estates, IL

Complaints	Type of response
8	Making a full refund, as the consumer requested
7	Making a partial refund
135	Agreed to make an adjustment
2	Refusing to make an adjustment
48	Refuse to adjust, relying on terms of agreement
51	Unanswered

252 complaints against Sears - Corporate Headquarters

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5/18/2025

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]

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.

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