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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sears Holdings Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints Summary Read complaint details

14256 complaints closed with BBB in last 3 years | 4930 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 712
Billing/Collection Issues 922
Delivery Issues 2555
Guarantee/Warranty Issues 1156
Problems with Product/Service 8911
Total Closed Complaints 14256

Customer Reviews Summary Read customer reviews

592 Customer Reviews on Sears Holdings Corporation
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 9
Negative Experience 578
Total Customer Reviews 592

Additional Information

BBB file opened: October 06, 1926 Business started: 01/01/1887 in NY Business started locally: 01/01/1887 Business incorporated 06/26/1906 in NY
Type of Entity


Business Management
Ms. Vickie Schutze, Director, Executive Member Support and Compliance
Contact Information
Principal: Ms. Vickie Schutze, Director, Executive Member Support and Compliance
Business Category

Department Stores Auto Repair & Service Carpet & Rug Cleaners Home Electronics Snow Removal Equipment Mattress & Bedding Stores Home Builders Construction & Remodeling Services Air conditioning & Heating Contractors - Residential Appliances - Major - Dealers Appliances - Major - Parts & Supplies Appliances-Major-Service & Repair Appliances - Small - Dealers Bedding Boys Clothing & Furnishings - Retail Childrens & Infants Wear - Retail Cooking Utensils Exercise Equipment & Machines - Sales Lawn & Garden Equipment & Supplies General Merchandise - Retail Hardware - Retail Jewelers - Retail Lawn Mowers Mens Clothing & Furnishings - Retail Paint - Retail Shoes - Retail Television & Radio - Dealers Tire Dealers Tools - Electric Tools - Hand Womens Apparel - Retail Department Stores (except Discount Department Stores) (NAICS: 452111)

Alternate Business Names
Hometown Outlets K-Mart MyGofer Sears Sears and Roebuck Sears Appliance Select Sears Auto Center Sears Auto Repair Sears Catalog Sears Dental Ctr Sears Department Store Sears Driving School Sears Garage Doors Sears Home Central Sears Home Central Heating & Installatio Sears Home Improvements Sears Home Protection Plan Sears Merchandise Group Sears National Customer Relations Sears Optical Sears Roebuck Sears Roebuck & Company Sears Service Center Sears Service Unit Sears Watch & Jewerly Service Center Sears Wishbook Sears-National Customer Relati Super Kmart The Great Indoors
Additional Information

According to a Sears representative, consumers are to direct all concerns and complaints regarding Sears credit cards to Citi Card Services in New York, by forwarding them to the New York BBB. Sears cannot investigate issues dealing with the Sears credit card, as it no longer has access to credit card account information.

All Sears complaints are handled at the Hoffman Estates location, regardless of what store the consumer visited. Sears Holdings has requested that they be given the opportunity to assist with the resolution of your complaint before filing a formal complaint with the BBB. To contact Sears, please e-mail for assistance. Your concern will be addressed within 24 business hours.

Products & Services

This company offers general retail merchandise.

Customer Review Rating plus BBB Rating Summary

Sears Holdings Corporation has received 3.7 out of 5 stars based on 592 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.