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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:
$1,381,480.00

Total Amount Settled:
$5,314.00

Complaint Experience

72%

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

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

Complaints	Type of response
17	Making a full refund, as the consumer requested
5	Making a partial refund
266	Agreed to make an adjustment
24	Refusing to make an adjustment
74	Refuse to adjust, relying on terms of agreement
134	Unanswered

521 complaints against Sears - Corporate Headquarters

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4/23/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $7,000.00 Amount Settled: $0.00

Customer Complaint

3/22/2024

My oven has not been working for over a month and we have not heard any update regarding appliance. I called the representative and first they stated that "the part was under review" then I called back on 3/19 and they said the technician said "it has been completed and they closed the case". My mother and I have been having issues with this company because almost every appliance is breaking apart. Resolution Sought Give us a new oven!

Company Response

4/10/2024

Unfortunately, we are unable to offer replacement as Mr. Waller is covered under the home warranty where the obligor of the warranty is Cinch Home Warranty. As such, any request for replacement must be made through the obligor. We did however look into Mr. Waller's service order and found that we last attempted repair of the range on March 26, 2024, and there was no answer at the door and we were unable to make contact by phone to complete the repair. If repair is still needed Mr. Waller is welcome to contact us to schedule at his convenience.

3/20/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $448.12 Amount Settled: $0.00

Customer Complaint

3/14/2024

I ordered a stove top from Sears factory direct on Dec 27th for $ 448.12. The stove top has never arrived as of sat March 9th. I have contacted them on February 23rd and they said I would have my refund in 3to 4 business days. I have not reserved my refund as of today March 9th. Resolution Sought Give me my money back please.

Company Response

3/20/2024

Per consumer, Want to let you know that I received my Stove top today,

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