ComplaintsforSears Holdings Corporation

Department Stores

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Initial Complaint
05/31/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company tried to run my card 6 times without my permission and still sent me the wrong product. The employee tried running my card and had there been money in my account they would have been stealing from me.
Business response
06/22/2024
June 22, 2024

Customer Relations
******* **********************
******************************************************2006
*******, *******; 60611

Re: # ******** *********************
Dear BBB Customer Relations:

We have completed our investigation of **************** complaint regarding his credit card being ran multiple times.
We are unsure as to who allegedly did this transaction because we could not locate a service order in our database. Never the less, it was most probably a system error and if it was run through multiple times it is because on our end it was showing the transaction had not completed. As such, we have closed our files. Should ************** have any additional questions or concerns, he is welcome to contact me via email at *****************************************

We apologize to ************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
Transform SR *********
Initial Complaint
05/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 4/25/2024, I purchased a mattress from sears.com. My confirmation number is *********. A delivery date was scheduled for 5/18/2024, between 0700 and 2100. On 5/17/2024, I received a call from ************ confirming the delivery on 5/18, with an updated delivery window between 1400 and 1600. Nobody arrived. I received no notification whatsoever explaining why the delivery never happened. At about 1700 on 5/18/2024, I logged onto sears.com to track my order. It asked for my phone number and my confirmation number, which I provided. The website said, "A delivery has been scheduled," and it provided the phone number ************ if I had additional questions. I called that number, and according to the chatbot, there is no order attached to my phone number. The chatbot attempted to connect me to a live human agent, but the chatbot said, "We're sorry, we're closed," and then it hung up on me. I called the Sears store in ********, which is the closest store to my house in **********. I explained my situation, and the woman I spoke to (I don't remember her name) explained to me that the online deliveries and the store deliveries are handled by two different carriers. She didn't know who the carrier was for the online deliveries, because Sears doesn't make their employees privy to that information. Since I purchased the mattress from sears.com and not a Sears store, I provided the contact information for Transformco, which is the parent company of Sears. Sears.com doesn't provide any contact information.
Business response
06/09/2024
June 9, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***********************

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding her recent Sears Online order.

After reviewing Ms. ****** complaint and our records, we contacted customer service and were informed that unfortunately ************** decided to cancel her entire order. It is our hope that ************** allow us another opportunity in the future to provide her with the type of customer service ********************** has built their reputation but understand if this is not possible. At this time, we have closed our files

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***** failed March 22, 2024, Intructed to get repair estimate. Estimate obtained on April 1, 2024. called Sears and was told the dryer was unable to be repaired and we would be getting a coupon in our email with instructions on how to get new dryer delivered, old one removed and new installed.I have called every week since and am told give them ***** more hours. April 29, 2024 received email the coupon would arrive within 3 business days. I called May 10, 2024 and was told it would be in our email on May 13, 2024. On May 14, 2024 I called and was told to give 5-10 more business days. I have been trying to resolve this for 7 weeks and am just getting the run around.
Business response
06/11/2024

June 11, 2024

Better Business Bureau
Customer Relations
*************************** #****
*******, *******; 60611

Reference File # ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding the problem he encountered with the replacement process of the dryer through the protection agreement.

Firstly, we apologize for any inconvenience that ****************** may have experienced. We reviewed the case notes related to the dryer and confirmed that a replacement request was submitted, and approved on April 29, 2024. During our investigation we found that the replacement claim was just not handed off correctly to the next point of contact and remained in an unintended stalled status where it failed to progress and went unnoticed. When this was discovered, it was corrected so that the claim could be completed. On May 18, 2024 we emailed ****************** the authorization code and instructions to order a new dryer online. With that being said, since we have addressed the issue brought forth in Mr. ******** complaint, we have closed our file.

We apologize for any problems or frustrations that ****************** 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. If you have any further questions, you may contact me at **************.

Sincerely,

***************************
Regulatory Complaints Specialist

Customer response
06/13/2024

Complaint: 21709771

I am rejecting this response because: Although they did reach out with information on ordering a replacement the problems have now continued. We ordered promptly. We were told it would arrive on May 29th. Waited all day and no one showed up. We called and were told it would arrive on June 3rd. Rec'd a call on June 2nd confirming it would be delivered between 8-10 am on 6/3. No one showed up. Called again and was told the dryer had not arrived in the warehouse. please give 3-4 days. Called 4 days later still not in warehouse please give 3-4 days. Will call again on June 14th for status. For the last 12 weeks we have traveled 60 mi round trip to dry our clothing at a cost of $17.50 each time. We were reimbursed $50.00. When I asked if they could reimburse again for the delay. We were told we weren't eligible. Nor were we eligible for a loaner dryer. Nor were we eligible to be paid out right and go purchase another dryer somewhere else. Basically we are at the mercy of their inability to provide a replacement in a prompt fashion.

Sincerely,

*************************
Business response
07/03/2024

July 3, 2024

Better Business Bureau
Customer Relations
*************************** #****
*******, *******; 60611

Reference File # ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** rebuttal to the response we provided regarding the problem he encountered with the replacement process of the dryer through the protection agreement.

We have Mr. ******** rebuttal, and confirmed that he was provided the authorization code for the replacement dryer. ****************** placed the order online, but the delivery has been delayed. Due to the multiple delivery reschedules, we offered to cancel the replacement order, and to offer a cash replacement which entitles ****************** to a check that he can use to purchase the dryer from another retailer. ****************** agreed, and the replacement dryer was cancelled on July 2nd. We advised ****************** that our contract department will email him the cash replacement offer within 1 3 business days for his review and signature. However, due to the holiday, it may take a couple of more days to receive the offer. Once we receive the signed document, we will issue ****************** the check.

With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. ******** issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

We apologize for any problems or frustrations that ****************** 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. If you have any further questions, you may contact me at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please see the attachments.
Click here to Get the File - use the Password: 0D187DE0
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Business response
06/10/2024
Please see the attached
Customer response
06/17/2024

Complaint: 21690571

I am rejecting this response because: I received your letter and in it, it did not tell me what you would do for me. As you well know that the link I was supposed to go to does not work. I have tried numerous times by phone and get no where. I can't even talk to a real person. ***** set up appointments and took off from work hoping someone would come, but no one showed up, 3 times mind you. Someone had called me,but it was the same number. I received a text, the same text, no luck at all. As of now I don't need work on it. I would like to get something for my time, being that no one showed up.
Business response
06/18/2024
Please see the attached response.
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a refrigerator from Sears with extended warranty. The refrigerator stopped working and Sears came and evaluated and ordered parts for it and scheduled to come back on the 1st. Our appointment was cancelled with no notification due to parts not coming in on time. Sears states they are unsure if the parts are even made anymore and repair could take another 7-10 business days. We are going on 30 days without a refrigerator, Sears stated they will not replace the refrigerator.
Customer response
05/09/2024
I received a $300 reimbursement for food but they have not repaired my refrigerator. I am still requesting a refund of $820.42.
Business response
06/03/2024

June 3, 2024

BBB Customer Relations
**********************
*************************** #****
*******, *******; 60611

Re: *******************
Reference Number: 21517722

Dear BBB Customer Relations,

We have completed the investigation of Mr. ***** complaint regarding the multiple repairs to his refrigerator and it was not repaired in a timely manner.

Upon receipt of Mr. ***** complaint, we found the refrigerator was scheduled to be repaired. However, the parts needed to complete the repair was not available from the original manufacturer and from another vendor. Due to the delay of getting the part to complete the repair we made a decision to replace the refrigerator under the Master Protection Agreement. Accordingly, a credit was provided for $689.99 and special authorization code was sent to the enrolled email address so that he could apply that amount towards the purchase of a new refrigerator on Sears.com. Because we have provided Mr. **** with a replacement we ask to have this matter closed.

We apologize for any problems or frustrations that Mr. **** may have experienced with Sears **** Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.

Sincerely,

***********************
Regulatory Complaints Specialist
Email: *******************************************************************
Customer response
06/17/2024
Better Business Bureau:

Sears decided to do the right thing and as long as their reimbursement check clears, we are satisfied.
Sincerely,

******* Best
Initial Complaint
04/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
Order Placed on Oct 9, 2020, for Kenmore ***** 21 cu. ft. Energy Star Top-Freezer Fridge - Black Item: 046*****000 plus a 5-year In-Home Master Protection Agreement The total amount for the refrigerator: and the service plan: is $936.23.(Order #*********) I purchased the refrigerator from SOUTHGATE S/C Store #: ******* 31 S ********************************* DR ******************* Phone ********** My refrigerator started experiencing issues back in December of 2023. I logged on to the website to schedule an appliance repair as I was directed to contact for my warranty repairs. I advised them during my claim that a butter dish, the door handle, and one of the bread bins were cracked. I was sent the replacement dish containers for all the things mentioned above. I also told them that the door gasket which is the rubber piece that keeps the refrigerator closed is torn and it's not keeping the door closed and I had food that spoiled. The representative made an in-repair appointment back in December. The repair tech was supposed to come on December 21st but canceled the day of my appointment due to the holidays. They advised no other techs would be available until after the new year. I was rescheduled for Jan 18th, when the tech came out and refused to wear a mask in my home due to Covid restrictions. He told me he would order the gasket and send it to me. I called Sears to make a complaint. I received an email on Jan 19th stating the parts were delayed notice and they would find a replacement. I called and was told that the part I needed was unavailable and I would receive an email for a replacement. I've called three more times since regarding this and have been told I would receive an email or a call and I haven't received either. I have requested supervisors and they all have made false promises. I have a refrigerator that the door will not close. I've had to throw away spoiled food because it's not keeping my food cold enough. This is Not acceptable behavior Sears!I
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We pay a monthly cost to Sears for their appliances warranty program. With that, if we have problems with any appliance, Sears will either fix or replace the appliance. Our washer stopper working a few months ago. Sears gave us an inferior replacement which lacked certain parts. In an effort to fix the issue, they finally told us they would replace the washer again. Sears offered us some money towards getting a new washer. On March 21, 2024 we ordered a new one (they gave us a voucher of $566.99 toward the new machine) with a delivery date of March 29, 2024. I waited all day and no delivery. I called Sears and they claimed the product was not in the warehouse and they would contact them once the product was in the warehouse. I asked to speak to a supervisor, and was told I would receive a call back. I called back several times. Im still waiting. My daughter called several times and got the same response. Im still waiting. Weve had to find alternate ways to do their laundry.
Business response
05/22/2024
May 22, 2024

BBB Customer Relations
**********************
*************************** #****
*******, *******; 60611

Re: ***************
Reference Number: 21591229

Dear BBB Customer Relations,

We have completed the investigation of ************ complaint regarding the replacement washer that has not been received.

Upon receipt of ************ complaint, Sears is currently in the midst of a significant technology upgrade to serve our member and customer better.Unfortunately, we are facing some issues in the process. We are aware that these errors are causing our customer and member some difficulties. In ************ issue with the washer the delivery may have been impacted due to the upgrade.We made a decision to cancel the upcoming delivery and issue the price difference she paid for the washer in the amount of $290.01. She will also receive a cash refund for the amount she was approved under the protection agreement in the amount of $ ******. The agreement office will send her an email with the instructions and documentation with the next 2-3 business days. Because we issued a credit for the price difference and a cash refund in lieu of the replacement we have closed our file.

We apologize for any problems or frustrations that ********** may have experienced with Sears **** Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible

Sincerely,

***********************
Regulatory Complaints Specialist
Email: *****************************************************************************
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called the Sears Repair Service scheduled a repair call for service to my dishwasher om April 4, 2024; during this call the representative offered me a protection plan which I accepted and prepaid $49.99. The initial repair call was scheduled for April 6, but I had to reschedule it for April 13. I received several correspondences on April 10 indicating that my repair call was scheduled for that day. I spoke to two different repair guys and informed them that my appointment was scheduled for April 13. After further being informed that the service call would need to be paid up front and not covered under the plan as I was informed, I decided to cancel the repair call for April 13 and cancel the protection plan. I was able to cancel the repair call via online chat, however, was told that I had to contact customer service to cancel the plan. I have been attempting to cancel the protection plan since April 10 only to be continually told that due to system updates my April 13 appointment is still pending (they have all been able to confirm that I cancelled the appointment) and therefore they could not cancel the plan. I have repeatedly requested a supervisor to be told that representatives could not escalate the call. I have been told by two representatives that they have escalated a request to have the open order from April 13 overridden by a manager. There is another auto payment due to come out of my account on May 4, I am trying t avoid this charge from coming out, but I have been unable to cancel the plan to prevent this. I have tried calling the headquarters telephone number and was told by one person that I had to go into a Lowes store near me to cancel the plan which made no sense. Is there any way I can get assistance with contacting someone to close out the order so that I can cancel the plan before May 4. Thank you.
Business response
05/21/2024
May 21, 2024

BBB Customer Relations
**********************
************************** #****
*******, *******; 60611

Re: ******** *************************

Dear BBB Customer Relations:

We apologize for the delay in responding to this complaint. We forwarded this matter to the service contracts department and are currently awaiting their response. Once we receive a reply, **************** will be updated with the final outcome. In the interim, we have noted **************** concerns and have closed our file, pending a response from the service contracts department.

We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a washer machine March 2018 and purchased warranty on it. My washer broke and Sears was unable to find replacement parts so after wks of waiting for a replacement approval I finally got approved on 4/8/24. So they sent me a coupon code to purchase my new washer which I used and bought my new washer that was supposed to get delivered on 4/17/24. Sears never delivered my new washer! I have called several times to get updates on my washer and nobody knows where my order is or when it will get delivered! Every time I call to try to talk to a supervisor that can give me answers on my washer machine order they refuse to let me talk to one. All I want is for Sears to deliver the washer that I bought on line ! Can you guys help? Please! Receipts attached.
Business response
05/21/2024
May 21, 2024

Customer Relations
******* **********************
*****************************2006
***********************

Re: ***************************
      File Number 21594361

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the delivery delays of her replacement ** washer.

Upon reviewing **************** complaint, we contacted the delivery team for assistance. We were informed that due to inventory issues, the merchandise has not been received at the warehouse from the vendor.

As of May 17, 2024, the order for the ** Appliances PTW705BSTWS ** Profile 5.3 cu. ft. Capacity Washer with Smarter Wash Technology and FlexDispense White and accessories were canceled per online order# *********.   A refund of $469.75will be refunded back to her original method of payment and she was contacted via her *********************** email and advised of the order cancellation and to please allow 7-10 business days for the refund. The warranty team has been contacted to move forward with a cash reimbursement offer in lieu of a replacement washer so ************** can purchase her washer locally. She will be contacted by the warranty team regarding the cash reimbursement offer.

We apologize for any problems or frustrations that ************** may have experienced and we appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/21/2021 I purchased a riding lawnmower along with a Sears Protection Plan which expires 7/21/2026.Below are the facts of my attempts at trying to get repair:3/14/2024 Call #1 was advised no dates available but would receive a call from dispatch in 7-10 days. The agents primary concern was in trying to sell me additional warranties.3/25/2024 Call #2 was advised that they requested an additional 3 days.3/29/2024 Call #3 After being transferred three times, I was provided a case # ******* and again told I would be contacted in 7-10 days. This last from the Protection ************************** No call.4/1/2024 - Sent certified letter to corporate. No response.In each case I was given the option of finding my own local service provider and that I would be reimbursed. My response to that is that I want the service I paid almost $700 for and really wouldnt know who to call. Quite frankly I dont believe the reimbursement would ever happen.I bought the maintenance agreement in good faith with the belief that having it would provide the worry-free coverage advertised in the brochure.I would also note that I also called in the spring of 2023 with an issue I was having and also promised a call back in 7-10 days. Fortunately I was able to resolve this issue myself and did not pursue the repair.
Business response
05/14/2024
Please see the attached response.
Customer response
05/17/2024

Complaint: 21542747

I am rejecting this response because: it was a non answer- just passing the buck

Sincerely,

***********************************
Business response
05/31/2024
Cash replacement has been offered. The documents necessary to complete such have been sent to Ms. ***********
Customer response
06/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************************

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