Sears Corporate Office & Headquarters

I bought a refrigerator from Sears, have had 7 service calls, and had a warranty agreement until this year. The refirgerator should have been replaced during the service protection period but was not... wonder why.. Their service is a comedy of errors.. first of all you get someone who does not speak English then they set you an appointment and you are on house arrest, so to speak from 8 to 5 and then they are a NO SHOW.. no call or anything. You call back and they have made you an appointment without asking if is is convinent for you.. Be sure to have your name, phone number and full address with zip code, because they can not locate you lol. Then they send a "repairman" who can not fix the problem, puts a part on that you do not even need and you still have the same problem you had before he replaced a part. I will never buy Sears product again and have informed all of my friends of all of thees problems. Called the complaint dept, they could care less, the first time I called the guy Eric was nice. The second time I called got a real jerk. I called back and left my name for Eric to call me. He did return my call, was still nice, not helpful in anyway this time and he had alot of calls coming in so my call was to no avail. Sears needs to have a new management overhaul and especially their Service Dept. Needless to say Sears is not on my list of stores to purchase from in the future.

Below is a copy of my initial email I sent to your "Customer Service". I have three responses from Sears Customer Service representatives, none of them actually being Mr. Jooma, Customer Service Supervision. Not a single response addressed expediting a replacement saw for the one I received damaged. Yes, there were offers for 10/20% off, none of which helped my situation. My request to have a replacement saw shipped express was cheaper for Sears and allowed me to meet my deadline but customer service would not even consider it. In addition, all four of my responses to customer service, I requested the District Managers contact information and your customer service refuses to accommodate. At this point Sears has lost me as a customer and word of mouth goes a long way especially when you work with military counterparts which rotate in and rotate out. (Initial correspondence follows and if you wish to see the others, I will be glad to forward them to you) From: Imran <imran@customerservice.sears.com> To: Randall D Sent: Saturday, August 18, 2012 4:38 PM Subject: Re1: order #377981427 and #389342643 (KMM23591009V55418L0KM) Good Afternoon Randall, Thank you for contacting Sears.com to request additional assistance with order number 389342643 and to advise us of the poor customer service you have received. I apologize for the inconvenience you have experienced. While every email is available to Mr. Jooma, he is unable to respond to each request personally. I will be happy to help you. If you are still interested in ordering the Wet Tile Saw, we would more than happy to offer you a 20% discount on the item. At it's current price of $313.49, this would mean a refund of $61.68 before tax. This would be the most we can offer as a discount on this item. Even though we are unable to change the prices when the order is being placed, we will be happy to issue an adjustment after the order is placed. If you would like, we would be happy to assist you in placing the order or you may place the order at your earliest convenience. If you choose to place an order, please provide the order confirmation number to us so that we may process the adjustment right away. Please accept our apologies for the inconvenience you have experienced with this issue. It is our hope that you will give us another chance to provide the customer service that we intend to deliver and that you, our valued customer, deserves. Nina A. Sears Customer Care-Supervisor webcenter@customerservice.sears.com 1-800-366-3028 Original Message Follows: ------------------------ Mrs. Jooma I thought that you should know just how my experiences have been going with Sears products that I have ordered recently. A few weeks ago I ordered a wet saw from Sears, order #377981427, and it was so cheaply made that it was impossible to obtain a straight cut on a piece of tile. I returned it to the Sears store in Florence, SC. I chalked that up as to, you get what you pay for. So, I ordered a more expensive wet saw from Sears and was required to have it shipped because it was not available in stores. After ordering, I received an email stating the saw would arrive the following Friday, I was surprised when it actually showed up a day early. What wasn't so good was that the saw was damaged and missing a part. The A table was bent and a piece of one of the legs was missing. The box looked as if it had been dropped a couple of times on the same corner and it had two holes in it. When I called Customer Service the best they said they could do for me was to have a UPS inspector to come out and have a look at it within the next 9/10 business days. I explained to her, that was unsatisfactory because my scheduled was already set up for me to use the saw next week. She insisted there was nothing else she could do. I requested to speak to a supervisor and after a 30 min wait time, Teresa 400915, came on the line apologized for my inconvenience and discussed my options; She offered to have another saw sent to me and the damaged one picked, 10% off the cost of the saw and no shipping charge. I explained to Teresa that I appreciate the discount but that still did not help with my situation that Sears/UPS put me in. If I opted for another saw to be shipped it would not arrive for another week and my schedule had already been set, Monday morning Aug 20, I was suppose to be installing ceramic tile and without a saw I could not do that. I asked Teresa to express ship a replacement saw and she informed me that she could but I would have to pay the difference for express shipping. Once again, this was unacceptable because I had already fulfilled my obligation, it was Sears that did not. Teresa stated she could do nothing else for me except what she had explained. So, the results is no sale, the saw is being returned for a full refund due to damage and a replacement will not be ordered. The bottom line is that Sears lost another sale which could have been otherwise averted. I have been a Sears customer for a long time, using a Sears card for almost as long as I have been a customer, but that will change very soon. At this point with Sears (Craftman) putting their name on sub-par tools and the Sears Company not wanting to make things right when it is clearly at fault, be it shipment or otherwise, you have lost a customer in every aspect. Sears has basically cost me money for this snafu and has shown they are unreliable. I also request contact information for the South Eastern Division Manager. v/r Randall Unsatisfied ex-customer

Dear Mr.Lampert I am a loyal customer of Sears for 37 years. I never imagined that I have to complain directly to you.Nothing else worked! I have been trying to get my dishwasher repaired for more than a month by A&E Appliances owned by Sears ( If not owned by Sears,I would not have called them ). So far they have sent 3 technicians on 3 appointments. I am waiting for the 4th appointment. They asked me to pay in full on the first appointment. I did pay!!! First they said , you need a new door switch ( I paid it ). Then they said,heating coil. I wonder,if they are trying to defraud me.I am thinking to call media ,the FBI and the attorney general office in one or two days.Please help this still loyal customer. I hope I can be loyal to Sears another 37 years.Thanks!!! Sincerely, Andreas Wijaya ( 615-217-3283 )

I bought a Craftsman Lawnmower which I have had down @ Sears 4 times now for the same problem. It keeps wanting to cut out, each time they fix it , it may run great for one mow around the yard. I told them there is a Lemon Law and I want a new one or my money back, they keep telling me it has to be worked on 4 times ( not Three ) so we will see after I pick it up AGAIN and see how it works. I've never known Sears to be so bad, used to be you take something back in and they were glad to refund your money or give you a new one. I realize the economy is bad for everyone but come on Sears you are getting so ghetto, I could go to Wal Mart and do better. Or maybe a Thrift Store and have better service! I can tell you I have a large Family who shops at Sears and if it this doesn't get resolved you will be loosing alot of business, that is not a threat that is a promise!

Well-another happy conversation with Sears. I have been fighting a bill now for 4mos for a service call that wasn't. An incompetent "tech" showed up at my house, announced that he did not know anything about the elliptical trainer I had requested service for, then proceeded to attempt to order the most expensive replacement part without even diagnosing the equipment. In addition to this, I had to listen to what kind of women he liked to hug and questions about why my boyfriend wasn't handling this. I have now talked to 10 people who were going to "take care" of this. Today I get a call from Kathleen at Corporate who stated that they have decided that I will have to pay the bill and they will issue me a refund check. REALLY??? If I could not get any help with this issue in 4 mos, how long do you think it will take to get a refund? Sears will take my pmt and close the case. Sorry Sears--you fooled with once with your "service dept" -I won't be fooled again!!!

Drop off vacuum cleaner per the request of dyson, nearly one month later... Sears service center calls to say vacuum is clogged not covered under warranty. Where is it clogged? Don't know mam but it's 68.77 to clean it. A 3 month old dyson can be clogged but if you know dyson it's easy to unclog because everything is with reach and easily taken apart. Even dyson agrees its the motor malfunctioning. We asked to have the tech call us back of which 3 more calls came in wanting me to ok a cleaning? I call dyson and they say sears is really giving dyson customers a hard time saying nothing is covered under the warranty. Dyson instructs me to pick up my vacuum and they will have it shipped. Go to pick up my dyson and no person can even find it. Manager calls to say the problem is they're between repair centers but my vacuum was AT the store on the 8th with NO permission to service anything. Poor service don't waste your time with sears what a mess. 6 children and nearly two months with no vacuum cleaner of which I paid 400 for. Imagine that.

Still I see the same thing with this webb. The only way to get to this company is to not go thru the doors.

Service repair is totally unacceptable. Sears is totally horrile to deal with to get problems resolved. I, as well, am waiting to have my heat pump repaired. Been told it would be two weeks before someone could come out and fix it. We bought the heat pump for hot days Spent two days on the phone trying to get the problem resolved quicker as we are getting a heat wave. Had no results. Once I was kept on hold for 25 minutes before I finally hung up. This is what they were hoping for. Rude behavior does not get it with me. I do intend to file complaints with the BBB, Sear, Consumer advocates, the Attorney General's Office. I as well would not recommend buying any Sears products. The good old days of quality and good sevice are gone for good for all Sears products. DO NOT BUY!!!

Well, it has been a while since I have posted any information related my complaint about Sears. I really need everyone, Sears customers, to not allow this company called SEARS to take any more money from them. Yes it has been about 3 months or more, I think since I have had problems with my refrig, resulting in leaking water on my floor, spoiled food and missing time from work. Unfortunately, like others Sears refused to come out that day on emergency basis to fix the problem but had the nerve to tell me yes we've er type services for this type of issue. I have been paying for extended warranty for about 13 years and Sears failed me when I really needed them. Christy from coop office called once or twice offering a $50, wow what an insult. A gentle also called, forgot his name but it's on my answering machine. Tired to call him several times but no response, guess he really does not exist. Well no one has ended this nightmare for me at Sears. Thank God my warranty expires soon. Yes NO MORE Sears for me. I had made plans and had a salesman come out to have them do my floor and remodel my kitchen, but heavens NO, not any more. Yes the BBB is aware of this now and channel 5 CBS plans to inform the public soon.

I purchased major appliances in April - returned the w/d for a smaller model and never was credited the difference. It is August and I have not had the courtesy of one call back from any of the six people I have dealt with; I heard back from an e-mail stating that they understood that I made an EXACT exchange (in o0ther words, the exchange was never documented) and CITI, the provider of their credit card was unsympathetic enough to disconnect me when sending me to the sears customer relations department (WOW: You haven't lived until you deal with these "professionals"!) bY THE WAY, THESE PROS HAD DOCUMENTATION OF ONE PHONE CALL SINCE APRIL!!!!! No name on the referral, initials M.H. and of course, no name of who the complaint was handed off to. ABSOLUTELY AMAZING! This store will be a memory before my life is over. So, if you buy anything from Sears appliance department in Danbury, Connecticut, beware when a salesman named MR. TULIPANO tells you that the paperwork for the exchange can't be done in his department but someone, somewhere will take care of it, drop that card back into your wallet and run. Better yet, deal with LOWE'S. They are close in distance and treat you better than SEARS "customer relation professionals"; I did get a call back and service from Lowe's. My advice? DO NOT DEAL WITH SEARS FOR ANYTHING. oNE DEP

When shopping for a weed trimmer I shopped at Sears(worst mistake I could have made), I was approached by a sales associate and we talked and in his "sales pitch" he stated that if ANYTHING goes wrong with it bring it back and we will take care of you.Well that day came and went as the weedtrimmer I purchased decided it did not want to run right.Itook it back to the store and that's when the fun started, because don't you know the ANYTHING that i was told has suddenly become a NOTHING.tHE PROBLEM IS NOT COVERED UNDER THE ANYTHING GOES WRONG WITH IT BRING IT BACK TO US AND WE WILL TAKE CARE OF YOU.A nd last the employee at the store level did not even know who the store manager was.

Sears service is worst in the industry. Never ever buy any warranty from sears. This people take your money but never provide you service. We call for our A/C service call on july 9th and still has not send anybody today is August 14th. Two times no body shows up or even call . Wasted my two day off. Which part of the world we are leaving in. Do you want this kind of service??????? I never write comment but this is enough....You decide. Hope this do not happen to anyone.

your service has definitely went downhill when you take my lawn mower and send it a way for 2 to 3 weeks out of the city into a nother city 200 miles away to Seatle we have shop in yakima you will not get a return visit .my next order will be bought at walmart. you can return things not like sears I will be cancel my card ..

On the date of August 15, 2012 @ approx. 11:45 a.m.: I placed an order for an Ocean Air 44'' indoor fan via telephone; I dialed (562) 622 - 2600. At the time my order was placed, I was told the item was "in stock" and provided my credit/debit card information to "reserve" the item for pick-up. I provided all requested information, including my VISA debit card, and approved the charges. However, once I checked my email for correspondence as instructed, I had received a cancellation email @ 12:16 p.m., stating the following: "Dear Customer, Unfortunately, your entire order is now out of stock at the store you selected. We've cancelled your order, and you won't be charged. However, we can still get your order to you. Please scroll down this email to see your options. Thank you again for shopping with us, and we apologize for the inconvenience. Best regards,Imran Jooma, Senior Vice President, e-Commerce, Imran@customerservice.sears.com". I called the phone number (mentioned above) to resolve the matter, but was repeatedly disconnected during transfer. Due to my confusion, I went to the actual store @ Stonewood Center Mall in Downey, CA, to speak with someone in person. I was informed by Bob, the manager present, that "the item had been out of stock for several days, and the database/ inventory system must have not been updated correctly". I requested him to contact customer service in another attempt to clarify the issue of why am I being charged for an item that I did not receive. Once he reached a representative, she did not seem concerned, but further complicated the matter by asking him why I came to the store if the order was cancelled. I felt like I was being blamed for a mistake that I had nothing to do with. Clearly, the email I received above states that I "will not be charged"; however, I was charged the full amount of $75.03. Furthermore, I was told verbally that the credit to my account would happen immediately, due to cancellation. None of this was true. After quite a frustrating ordeal, I left the store and was still on line with customer service (it was now 1:42 p.m.) attempting to verify how or when the credit would be taken care of. I was told it would take effect immediately. Also during this time, I was offered to be transferred to the customer relations department in order to receive alternative options to receive the item, and a possible discount; The representative I was speaking with informed me that she would explain the situation to the relations representative, and then transfer me. This did not occur. I was blindly transferred to someone that told me "they would not be able to assist me, but can transfer me to someone who can". By this time, I was in shock at the horrible customer service I had received and just the gentlemen to have a nice day. I was dumbfounded as to how such a series of mistakes could be made, and I was left to figure it out on my own. At 3:05 p.m. I decided once more to call customer service to verify the terms of my credit due of $75.03. It was at this time that I explained the issue again, and was told I would receive that credit within 3 to 10 business days. I was offered to have the item shipped free of charge, but only if I re-charged my card for another $75.03. Overall, I spent almost 3 hours of my day on this, and am deeply dissatisfied. I have never in my life been put in such an unnecessary, messy, careless situation as this from trying to make a simple purchase. In the future I will not shop at or anywhere near SEARS stores and I would hope that no one else on the planet has to encounter such incompetency and bad customer service. I will also make sure to share my experience with others in person and online so they can avoid the unbelievable stress I had to deal with, all while 7 months pregnant.

The rating really should be "0". I brought a Kenmore refrigerator on August 10th to be delivered on August 11th. I was so excited. The delivery person set-up the refrigerator and took my old one off what disposal. At least that was what I was told. Several hours later the regrigerator still hadn't gotten old. The next morning I went to the regrigerator and the temp was still the same as it was a 2:30 pm on the 11th. I called the store at 1:30 to see what could be done since the food I had in the refrigerator was going to bad. I was told that since I did not buy the warranty I was not able to get the $250 food replacement. This was a brand new refrigerator out of the box that was not working properly. My first thought was to return the refrigerator and get my old one back. However, I was told that it had been taken apart for the parts. Now I was without any refrigerator so I decided to go to the store to make arrangements to get a different item. It took me 2 hours and still no refrigerator. The salesperson could not get the Sears rep on the phone to understand what that were trying to do in making an exchanger where I would have to pay a little more money for the different refrigerator. I am not going to go through all the end and outs. Bottom line I still do not have a workable refrigerator. No one have come to pick up the broken one. It is suppose to be picked up on Wednesday, 5 days later. I have no place to put my food, so we have been eating out. No one at Sears has been willing to help or offer a solution while I am waiting for the pick-up. I would hate to have had to have a service issue later with this refrigerator seeing I can't seem to ge anyone to pik up an item that was broken upon delivery. No more shopping at Sears. The customer service is very very very bad. I would like to put some more verys. Customer satisfaction guaranteed is a joke!!!!!!!!!!!

I have never received such poor service as I have from Sears. I will never, ever shop Sears again. The store people are rude, unknowledgeable, and unconcerned. The customer service department is a joke. No one seems to have a number or any contact information to the corporate offices, and no one is really trying to resolve the many issues I have with their lack of good services.

PLEASE TAKE NOTICE, NEVER BUY FROM SEARS! THEY HAVE NO CUSTOMER SERVICE. IMPOSSIBLE TO GET THEM TO REPAIR A REFRIGERATOR UNDER 6 MONTHS OLD!

I have spent a hrs dealing with cust sev dept due to a riding weed eater repair,or should i say a lack of repair.two months an wating unbelievable.Ive spent so much on appliences due to a house fire may 2010 now all my items are from them.scary right,i gotta to count on them for a life time of repairs.I feel like they dont care about this recent widows repairs and wont in the future.Sears policys regarding how they wont replace an item unless the same thing is wrong is dumb,i say this because they have spent more money then its worth.hows that make sence?

Boy how I wish I would have read this page before calling Sears home repair for service on my elliptical trainer! Here's what I would have missed: Scheduled appointment online for 4/3/2012. I had to call to check on my service call as almost 4 hrs into my 4 hr appointment window had passed without any contact from service. Shortly after speaking with customer service, i received a call from the tech stating he cancelled other appts to move me up because I had complained. He showed up at my home to inform me that he did not work on ellipticals--he had heavy and lawn equipment experience. I then put up with comments about my decor including a compliment about my throw pillows and how he could tell I lived simply because I have an old TV. I then was treated to an explanation of the height of women he liked to hug and questions about why my boyfriend wasn't handling the issue for me. There ws no diagnosis of the equipment--I told him the things that Proform told me it could be and he immediately wanted to order the most expensive part, and "see how it went from there". I had had enough and booted him out.

Dear Sir; On the 20th of July I purchased a refrigator, Bottom freezer, french door, From the store in Carroll,Iowa. Upon recieving it we noticed a DENT in the side of the unit that was out in the open, called the store and they ordered me a new unit. One week later the new one was delivered and hooked up by the two delivery personal. No problem. Now the next day there was no ice from the ice machine. Ok it says in the manual that it may take a day for it to start makeing ice. The next day still nothing, called the store again. He said that he would sent out the delivery men to change out the new ice maker with the one from the dented unit as that ice maker did work. Three days later they showed up and made the exchange. But still no ice again. So back to the store and he said he would get the service person out there as soon as possible--- Like two and a half weeks later--- I still as of now have not seen this service person, maye this thursday. Now I think I have been pretty patient but enough is enough. If after thursday this week or four days from now I still don`t have a working unit. well what would do, You know if the prez of the company bought a new car, and the radio didn`t work, and you went to the shop and they said "Bring it in 20 days or so and we`ll see if they can get at it" I wonder what your reply would be??? I see that there are a lot of complaints in your list above and can see why!! You really do need to work on PR within the company. Wake up Sir or pretty soon you`ll not have a company. By the way even if this problem is solved I doubt very much if I will be a return custumer. Thanks Paul Pawletzki