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Sears - Corporate Headquarters complaints

3333 Beverly Road B6-258b
Hoffman Estates, IL 60179
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(847) 286-2500

http://www.sears.com

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Total Amount in Dispute:
$748,678.00

Total Amount Settled:
$26,170.00

Complaint Experience

68%

Complaint Resolution Index (CRI)

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.

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Complaint Closing Statistics

745 complaints against Sears - Corporate Headquarters closed in last 3 years.
Complaints Type of response
51 Making a full refund, as the consumer requested
11 Making a partial refund
325 Agreed to make an adjustment
68 Refusing to make an adjustment
70 Refuse to adjust, relying on terms of agreement
220 Unanswered

745 complaints against Sears - Corporate Headquarters

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5/23/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $250.00 Amount Settled: $0.00

Customer Complaint

5/9/2022

A service for my microwave was arranged through Frigidaire by an A & E Factory Service LLC via phone conversation . I was told it would be $99.00 for service call. When service person arrived he said there must have been some confusion because all appliances are $99.00 for service except a microwave which is $250.00. He did absolutely nothing and told us our microwave door panel was broken. ( we already knew this) He said it would cost $600.00 to order a new door. We declined as the microwave only cost $400.00. We were charged $250.00 to be told our door was broken which we already knew. Thought he was there to fix our problem yet charged us more than originally told and did nothing. These are deceptive business practices. We feel victimized and robbed in our own home. ( on a side note- spoke with a second person via phone who tried to explain something prior to service- very broken English. I told him I could not understand what he was saying. He said that was ok, I think he said they could explain when they got there. ) Resolution Sought Refund of the difference. We were told $99.00 for service charge yet charged $250.00

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Company Response

5/10/2022

We have completed the investigation of Ms. Pease's complaint regarding the trip charges on her oven. Since Ms. Pease was provided with the wrong estimate, as a gesture of good will, Ms. Pease was provided a refund on the difference for the service diagnostic fee for services rendered on March 21, 2022. The refund was processed on May 7, 2022, in the amount of $156.95. Charges were refunded to her on her credit card ending on 4842. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at Sandra.Acosta@transformco.com. With that being said, since we did provide Ms. Pensa with her requested resolution, we have closed our file. We apologize for any problems or frustrations that Ms. Pease may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at Sandra.Acosta@transformco.com if you have any further questions. Sincerely, Sandra Acosta Regulatory Complaints Specialist

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5/26/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

5/6/2022

About six years ago, we bought windows from Sears. The salesman told us, even if a grandson put a baseball through the window, Sears would repair it. We have one of the windows with a broken inside pane. Trying to work through HISolutions is impossible, the email address does not work and the recording, people never call back. BTW, Sears would not fix the screen. Resolution Sought Fix the window.

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Company Response

5/13/2022

Thank you for contacting Transform SR Home Improvement Products LLC regarding your Sears window contract. As I'm sure you are aware, Sears filed Chapter 11 Bankruptcy in Oct. 2018. We are a new company as of February 11, 2019, Transform SR Home Improvements LLC. Transform did not purchase Sears. We are only obligated to address active warranties for Sears contracts. The workmanship warranty per your contract expired as of 4/13/2018 and Sears is under the bankruptcy protection. You may want to contact the manufacturer directly for any product that may still be covered under the product/mfg. warranty should you need to file a claim with them. Product warranties do not normally cover labor. You can contact any local contractor to service your windows at your convenience. At this time, I am respectfully closing my file. On behalf of Transform, please know that we value you as customer and apologize for any frustrations or misunderstandings you may have experienced. If you have any questions or concerns, please contact me directly at 407-551-5415 or via email at Melissa.Caldwell@transformhomepro.com. Sincerely, Melissa Caldwell Transform Regulatory Complaint Supervisor cc: BCA website

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Customer Rebuttal

5/16/2022

If you are still the Sears "go to" for home products and you are part of the Sears response, the excuse of we did not buy Sears and instead formed a new company is pretty convenient for not fulfilling warranties. When Sears is contacted regarding actual home products i.e. windows, the Sears company routes all calls to your new company. That sure sounds like you are part of the Sears umbrella. Though I think your response is simply dodging your responsibilities, I am not going to waste anymore of my time or yours. I always find, reviews of bad customer service are shared and do multiply in a geometric progression.

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