Business Profile

Department Stores

Transformco

Headquarters

Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,424 total complaints in the last 3 years.
2,651 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I was looking for a part for my refrigerator and I noticed Sears Parts Direct said that the part was in stock online. I questioned that as I tried to order director from the manufacturer and they said it has been discontinued. Before placing the order, I chatted with a customer service *** to confirm it was in stock. I was told it was and I placed the order on March 24. The delivery date was supposed to be March 26th. That day came and went so I chatted again asking for status. I was told someone will get back to me in 2-3 days. Those days came and went. I again chatted telling them I want to cancel my order as I was lied to about it being in stock. They said it was canceled and I should see my refund in 2-3 days. Those days came and went. I then called them to see why it wasn't canceled and asked again to cancel the order. Again I was told it would be 2-3 days before I would see my refund. Those days also came and went. My order status still shows as in process and the item still shows as being in stock for 2 day delivery.
Business Response
Date: 04/24/2025
***********************************

April 24, 2025

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

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

Dear BBB Customer Relations;

We have completed our investigation into Mr. ******* complaint regarding the issue that he have with her Parts Direct refund.
Our Escalations team has reach out to Mr. ****** the response that we received is as follows:
We have called and spoken with Mr. ****** this morning to confirm order C158708 has been canceled. Refund processed today, $191.32 ********* used). Also provided our direct contact information at ************ (8 AM - 4 PM CST Monday-Friday) for any future inquiries. Mr. ****** thanked us for the confirmation call.
. Given that our Parts Direct Escalation Team is actively working with Mr. ****** to resolve his concerns, we have closed our file on this matter.
We apologize for any inconvenience or frustration Mr. ****** may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints. If you have any further questions, please feel free to contact me at ******************************************************************************.

Sincerely,

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

Customer Answer
Date: 04/26/2025

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,

******* ******
Initial Complaint
Date:04/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mon 8.26.24 Order # C076317 Order details Product imageWPW10459133 Dishwasher Control Panel (replaces W10459133)Quantity:1 Unit Price:$212.11 Price:$212.11 Items(s) Total:$212.11 Discount:-$21.21 Sub-Total:$190.90 Local Tax:$0.00 State Tax:$13.70 Shipping:$15.99 Grand Total:$220.59 Purchased replacement part. Received and installed. Stopped working 3.15.25, only 7 months after receiving. The original part lasted 15 years before failure. Upon firther inspection the part sent was not new but manufactured in 2020 and was already used, likely pulled off an already used unit.I did not purchase a used or refurbished part. I called sears parts direct who indicated they have a 60 day warranty on all parts. I asked for issue to be escalated as this was not acceptable. The woman told me the issue had been escalated when I asked for email confirmation of my request/complaint she said I would "receive later that day" Not surprising I never received the email and never got a response from the escalations department to discuss being sent a used old part. I am demanding a refund as i was not made aware this was a used part, and was sold under false pretenses that ot would be new and newly manufactured replacement part.Also because customer service lied to me and deliberatley mislead me they would be following up and purposley did not escalate my issue.
Business Response
Date: 04/21/2025
***********************************

April 21, 2025

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

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

Dear BBB Customer Relations;

We are responding to the complaint filed by Mr. ****** regarding Order #C076317,placed on August 26, 2024, for a WPW10459133 Dishwasher Control Panel, totaling $220.59.
This part is classified as an electronic component and, as clearly stated in our warranty terms at the time of purchase, all electronic components are covered by a 30-day warranty only.The customer contacted us with a complaint approximately seven months after the purchase date,which is well outside the warranty coverage period.
The part was installed in Mr. ***** appliance and used for several months. There is no basis for a refund or replacement request after such an extended period of usage. Once an electronic component is installed, signs of use are naturally present and cannot be used to justify a claim of having received a "used" part.
We also dispute Mr. ***** claim that the part was not new. The part sold was a genuine replacement, and at no point was it marketed as refurbished or used. Manufacturing date and physical condition do not indicate prior use, and we do not sell or distribute used or refurbished parts unless clearly stated, which not the case here was.
We understand Mr. ***** frustration and apologize for any inconvenience caused. However, because:
The part was used for seven months,
It is well outside the 30-day warranty window,
There is no evidence of the part being sold as used or misrepresented,
we must respectfully decline the request for a refund or replacement.
   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
Customer Answer
Date: 04/23/2025

Complaint: 23198507

I am rejecting this response because:

Subject: Warranty Claim Dispute Implied Warranty of Merchantability

To Whom It May Concern,

I am writing to formally dispute the denial of my warranty claim for the dishwasher part I purchased, which failed in less than 7 months after installation. The original part it replaced functioned reliably for over 15 years, which demonstrates a reasonable expectation of durability and performance for this type of product.

Under the Uniform Commercial Code (UCC), goods sold by a merchant come with an implied warranty of merchantability. This means the product must be fit for the ordinary purpose for which such goods are used, and must function as expected for a reasonable period of time.

A dishwasher part that fails in under 7 months does not meet that standard. The failure of this component so shortly after installationdespite normal usesuggests a defect or substandard quality inconsistent with the expectations of merchantable goods. Your refusal to honor a remedy is not only disappointing but may be in violation of consumer protection laws that uphold the implied warranty of merchantability.

I request that you reconsider my claim and provide a full refund. If this matter is not resolved satisfactorily, I am prepared to escalate the issue through appropriate consumer protection channels or small claims court if necessary.

I look forward to your prompt resolution.

Sincerely,

***** *****
Business Response
Date: 04/24/2025
***********************************

April 24, 2025

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

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

Dear BBB Customer Relations;

We appreciate the opportunity to respond to the rebuttal from Ms. ***** concerns regarding the dishwasher part purchased and the warranty claim.
The part in question was sold with a limited warranty that clearly outlines the coverage terms and duration, which were communicated at the time of purchase.According to our records, the failure occurred outside the terms specified in that warranty. While we understand the customer's frustration, the limited warranty does not extend beyond what was contractually agreed upon.
Ms.Lustos reference to the Uniform Commercial Code (UCC) and the implied warranty of merchantability is noted. However, the implied warranty does not guarantee indefinite performance, nor does it override the express terms of a clearly stated and accepted limited warranty. The part performed adequately for a reasonable period under typical conditions and was not found to be defective at the time of sale or installation.
   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
Customer Answer
Date: 04/25/2025

Complaint: 23198507

Re: Warranty Claim for Faulty Dishwasher *************************************************** you for your response regarding the warranty claim on the dishwasher part purchased. While we acknowledge your reference to the express limited warranty provided at the time of sale, we respectfully submit that your position fails to account for the continued applicability of the implied warranty of merchantability under the Uniform Commercial Code (UCC 2-314).

The *** establishes that unless explicitly disclaimed, a seller automatically provides an implied warranty of merchantability that ensures goods are fit for the ordinary purposes for which such goods are used. This warranty exists independently of, and in addition to, any express warranty (UCC *****), and is not displaced by the existence of a limited warranty unless specifically and conspicuously disclaimed. Your correspondence does not indicate such a disclaimer was made at the time of sale.

The part in questiona dishwasher componentshould reasonably be expected to last more than a brief period under normal residential usage. Courts have generally upheld that household appliance parts must function for a "reasonable time" to satisfy the implied warranty of merchantability.

For example, in Altronics of ******************************, 957 F.2d 1102 (3d Cir. 1992), the court emphasized that the failure of a product to perform for a reasonable time may constitute a breach of the implied warranty. Similarly, in ******* v. ********************, 500 F. Supp. 1181 (N.D. Ill. 1980), the court found that an implied warranty may still be breached even if the product worked for a period, where that period was shorter than would reasonably be expected.

Industry standards and consumer expectations support that a dishwasher partparticularly one critical to the units functionshould operate effectively for several years. Consumer Reports and appliance manufacturers generally estimate the average lifespan of major dishwasher components to range from 5 to 7 years. Therefore, a failure occurring significantly before this window may suggest the part was not merchantable at the time of sale, even if the defect was latent.

Given the circumstances, and the laws presumption in favor of a part functioning for its expected service life, we assert that the failure of the part in question constitutes a breach of the implied warranty of merchantability. The remedy for such a breach includes a refund (UCC *****), and we respectfully request that a refund be issued in accordance with this provision.

We welcome a good-faith resolution to this matter and encourage your cooperation in resolving this claim in a manner consistent with your legal obligations and customer satisfaction values.

Sincerely,

***** *****
Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Appliance warranty Could not be repaired, issued credit $1700 to buy new refrigerator November 2024 Ordered 4 different appliances over 4 months never delivered Since couldnt replace agreed to send check for $1772.93 Check mailed 3/6/25 Never sent check Fraud, I had to buy a new refrigerator from another company Need my money Have used a Sears warranty service for over 25 years. Repairs have been timely and no problems in past
Business Response
Date: 04/17/2025
April 17,2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: ******* *******
      File Number 23182681

Dear BBB Customer Relations:

We have completed our investigation of Mr. ********* complaint regarding the delayed delivery of his GE replacement refrigerator.

Our records indicate that Mr. ******* has a Sears Protect Home Warranty covering his refrigerator and he was authorized to receive a replacement refrigerator valued at $1652.94. Mr. ******* placed the order for the replacement refrigerator on January 16, 2025, because the refrigerator had not been received at the warehouse, the order was canceled. He placed a new order for the refrigerator on February 8, 2025, and was given a delivery date of February *******, but encountered issues in having this delivered in a timely manner. The order was canceled and Mr. ******* agreed to the cash reimbursement in lieu of a direct replacement refrigerator. As of April 10, 2025, a check was issued in the amount of $1772.93, this 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.   In the interim,since we have provided Mr. ******* with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that Mr. ******* may have experienced. We appreciate the opportunity to address this issue.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer Answer
Date: 04/21/2025

Complaint: 23182681

I am rejecting this response because:
Have not received a check
i was told a check was mailed 3/6 must of been lost another 3/28 never received now 4/10
do not believe there will ever be a check
Sincerely,

******* *******
Business Response
Date: 04/23/2025
April 23, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ******* *******
      File Number 23182681

Dear BBB Customer Relations:

We have completed our investigation of Mr. ********* rebuttal. We would like to apologize for the previous incorrect date provided for the check, the correct mailing date for the check is March 10, 2025.

Our records indicate that Mr. ******* has a Sears Protect Home Warranty covering his refrigerator and he was authorized to receive a replacement refrigerator valued at $1652.94.   The orders were canceled and Mr. ******* agreed to the cash reimbursement in lieu of a direct replacement refrigerator. We have confirmed with accounting that as of March 7, 2025, a check request was submitted by the Sears Protect Home Warranty and on March 10, 2025, check# ******* was issued in the amount of $1772.93, and mailed to Mr. ********* address of: *************************************************************************. Per accounting the check is still in an outstanding status and has not been cashed. Please be advised, although we provide a 7-21 business days to receive the check, we have no control over the **** system delivering the mail.   Since the 21 business days has passed, we have contacted the accounting team to cancel and void check# ******* and reissue a new check for $ $1772.93. Mr. ******* will be notified via email when this is completed.
We appreciate the opportunity to address this issue.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer Answer
Date: 04/23/2025

Complaint: 23182681

I am rejecting this response because:
There is no check
I called the company this week and was told my claim was closed because a check was mailed April 10th
that was when I contacted you again
Now this response says no check was issued either on March 28 or April 10 as I have been told
this is a scam. My refrigerator broke down in August after months of failed repairs and failing to send 4 different replacement units, a cash settlement was agreed on.
if they cant depend on the US ************** send check by courier or *** or FedEx
I have called dozens and dozens of times and been lied to.

No check has ever been mailed and this claim will close this again with no resolve for me
What can you do to help me?
Sincerely,

******* *******
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order# W646736 Sears parts direct.I placed an order for a water filter and an air filter totaling $121.06. They never shipped out the water filter claiming its out of stock. And the air filter was delivered to the wrong city. I live in sunrise it was delivered to Ft. **********. I called and they said they would refund me the total amount. As of today I have only been refunded for the water filter in the amount of $74.54. The remaining balance including shipping in the amount of $46.52 still has not been refunded. I called and the agent says the back office is working on it. It's been three business days and still no refund or email confirmation for my remaining refunded balance.
Business Response
Date: 04/10/2025
***********************************

April 10, 2025

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

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

Dear BBB Customer Relations;

We have completed our investigation into Mr. ******* complaint regarding the fulfillment of his order with Sears Parts Direct.
Upon reviewing the details of the complaint and confirming with our Parts Direct team, our records indicate that Mr. ****** requested the cancellation of his order due to delays caused by the manufacturer. While we sincerely regret any inconvenience this may have caused,please note that such manufacturer-related delays are outside of our direct control.
As Mr. ****** did not receive the part that was shipped, the following refunds were processed to his MasterCard:
04/10/2025 $17.32
04/09/2025 $14.99 (Shipping Charge)
04/02/2025 $74.54 (Backorder Cancellation)
04/09/2025 $14.21 (Shipping Error)
Based on these actions, we believe we have addressed Mr. ******* concerns and fulfilled the requested resolution.Therefore, we consider this matter closed.
We sincerely apologize for any frustration ********* may have experienced and appreciate the opportunity to resolve his concern. At Sears Parts Direct, we remain committed to delivering timely and effective service to all our customers.
Should you need any additional information,please do not hesitate to contact me directly at ******************************************************************************.

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

Customer Answer
Date: 04/11/2025

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,

**** ******
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears Appliance Services were called and paid $752.03 on January 31, 2025 for repair on the labor and parts of a washing machine. On 2/5/2025 the parts arrived at the house. An appointment was set for 2/11/25. The repairman never arrived. Another appointment was scheduled for 2/27. No repair person arrived. I cancelled any future appointments because of their unreliability and the need to have the washing machine repaired. I requested a refund on 2/27 and was told to wait for 21 days for a resolution. Subsequently, I have called Sears Repair Services several times and I have a gotten recorded AI messages named "********". I did speak to an customer service person, *******, the week of April 1 who told me I was to receive a refund of $569.07 because I kept the parts to the washing machine that I paid for on 1/31/2025. I want my money refunded for services never rendered.
Business Response
Date: 04/14/2025
Please see the attached response
Customer Answer
Date: 04/15/2025

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,

****** *******
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number: *************** Sears ************ visited our home on Jan 30, 2025 and ordered three parts to repair our dryer. The parts arrived and the service technician returned to our home on Feb 4 to install the parts. On Feb 4, the technician realized that the parts he ordered would not help and that he had misdiagnosed the issue. He informed us that we would be credited for $472 for the unused parts, which he took with him when he left. (Note that the issue was that we needed to replace the dryer circuit breaker, which we did later that day using another company.)We have yet to be refunded the $472. We have escalated the claim with Sears ************ and have called weekly for the last 6 weeks. Each time, we are told that the company has one week to address the escalated issue. Each time, we wait a week and are told that the clock reset the prior time we called. We have asked to have a supervisor contact us to resolve this issue and have been promised a phone call that has never arisen.Notes: On Feb 21 we called and the refund request had not been initiated so it was on that date. We were told that the refund would be issued within 14 days. On March 6, we were told that the claim was filed on Feb 21 and that Sears had 21 days to respond. On March 17, the matter was escalated to a supervisor and we were told we would hear in 7 days via email. On March 25, we were told they meant 7 business days and not 7 days. On April 7, we were told that the 7 days expired April 8 and to call back on the 9th.We would like our refund ASAP and do not know how else to proceed so are turning to the BBB for assistance.Thank you!
Business Response
Date: 04/14/2025
Please see the attached response.
Customer Answer
Date: 04/15/2025

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,

******* ********
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On march 29 2025 I paid a technician from Sears home Services the amount of $776 for repairing my Kitchen Aid dishwasher. This amount was paid by cheque to cover parts and labor. The work was scheduled on 5 April 2025 but after many tried I havent been able to speak to someone from Sears home services to resolve this issue. All my contacts have been online through a link provided by Sears but unfortunately I havent been able to speak to human. Could you please assist me resolving this issue.
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/2/2025, Sears Home Services, affiliated with Transformco, technician ID #******* came to my home to repair oven. He ordered part, charged $661.81 to for part and labor to complete job, service order #********, scheduled to return 1/14/2025. Part arrived, technician never returned. I called Sears Home Services and I was told I would have to schedule another service call for which I would be charged. I was not going to pay for another service call to Sears Home Services, and I paid another repairman from an independent company to install part 1/22/2025. I reported to my credit card company that I wanted to dispute the charge of $661.81 as the work was never done. They contacted Sears Home Services who denied the dispute. I never received communication or refund from Sears Home Services. I've contacted their chat service, emailed them at ********************************** and spoke to representatives on the phone with no resolution. At one point on 3/18/2025, through chat, I was told I would be refunded the labor portion of the bill but this has never occurred. I've contacted Transformco at ************** and when selecting option to speak to representative, the call disconnects. I am seeking a full refund for the time, effort, and service not provided by Sears Home Services.
Business Response
Date: 04/22/2025
Please see the attached response.
Customer Answer
Date: 04/23/2025

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,

***** ********
Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order this part for my stove in Jan and every time I try to get a update on when it's going to arrive it tell me it's in process but there no tracking update. They took my money but I have no product. There is no number with a live person to cancel order it just responds it's in process it's been over 3 months. Either give me what I paid for or at least let me cancel and get my money returned.
Business Response
Date: 04/10/2025
***********************************

April 10, 2025

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

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

Dear BBB Customer Relations;

We have completed our investigation of Ms. ********* complaint regarding her dissatisfaction with the fulfillment of her order from Parts Direct and the related refund process.
After reviewing the matter, we found that the part Ms. ******** ordered are currently on backorder from the manufacturera situation beyond our control. At Ms. ******** request, her order has been canceled, and a refund of $168.93 has been issued to her card ending on 3992. The refund was processed on April 10, 2025 Please note that it may take 15 business days for her card issuer to post the refund to her account,depending on their processing times.
We sincerely regret the inconvenience and frustration this situation has caused Ms. ******** We appreciate her patience and understanding throughout this process. As we have addressed her concerns and provided the requested resolution, we have now closed our file on this matter.
We apologize to Ms. ******** any inconvenience caused and appreciate the opportunity to address this matter. Should you have any further questions or concerns, please feel free to contact me at ******************************************************************************.
Sincerely,

****** ******
Regulatory Complaints Specialist
******************************************************************************
Initial Complaint
Date:04/04/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good Morning,My name is ******** D, and on Feb 19 i completed a ***lacement order for a Frigidair refrigerator. My expected delivery date was Mar 4. That date came and went, i even received a confirmation cosco about the date and time, but yet the item did not arrive. I called the customer service they gave me the song and dance that the manufacturer did not send the item and i was given a new date around Mar 24, 2025(they also provided me with an email confirmation, this will be important later). That date came and went, with no one contacting me so i believe i called that day, or right after. That call was a strange one because the *** was extremely dismissive. And refused to explain or provide me with a confirmation on the reason why my item was delayed. I was giving the date of April 1, then that changed to the 5th and talked to someone else and the date went back to April 1. The night before(the 1st) i got the call/email from ****** to confirm the date and time. The day of, at the time of the supposed delivery ****** called and stated that they didn't have the item.. So i called sears back to confirm what is going on, **** was told that i will receive it on the 5th. Now, at the time of me writing this message, i just got off the phone from speaking with someone from the delivery/product ***lacement team. I admit i lost my cool slightly, but once again, i felt they were being dismissive. I was told that my delivery for April 5th is not going to happen due to the "manufacture" not supplying the item. i do not understand by i was not notified before hand ? Why do i have to call over and over again ? We have been Without a decently working refrigerator for before february. I cannot continue with this song and dance. At this point i just want to be sent a refrigerator as soon as possible or cut me a check of the warranty amount + what I paid and i will buy me a unit elsewhere. After this, i will never in my life shop at sears again. This experience was terrible.
Business Response
Date: 04/15/2025

April 15, 2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: ******** *****
File Number 23163592

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** complaint regarding the delivery delays of his replacement Frigidaire refrigerator.

Our records indicate that Mr. ***** has a Master Protection Agreement covering his refrigerator. On February 6, 2025, ******** was authorized a replacement refrigerator valued at $629.99 and he was emailed the replacement code to order his replacement on our website using the code he received. He placed the online order on February 19, 2025 and paid an additional $165.38 for the item he selected. Due to many reschedules and delays with the delivery, the order was canceled so Mr. ***** could receive a check in lieu of a direct replacement refrigerator. He was authorized a cash reimbursement for $749.98, this amount includes delivery and basic install. He should receive the check within 21 business days once issued.

We also want to note that when the delivery was canceled a refund for the $165.38 amount he paid over the authorized amount was refunded back to his original method of payment. In the interim, since we have provided Mr. ***** with an equitable resolution commensurate to the circumstances, we have closed our file.

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

Sincerely,

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