Sears Corporate Office & Headquarters

Sears Service is an Oxymoron. One star. Service Technicians receive 5 stars. On May 8th I called Sears Service for the 3rd time in 13 months for a problem with my Lawn Tractor purchased April 10th, 2010. (that makes it 28 days out of warranty)-ouch. Sorry sir we can't come any sooner than May 18th. Hmmmmm10 days. I'll have to rent some goats to eat my grass. Asked to speak to a supervisor. On hold for 35 minutes. Finally hung up. Called back, explained the situation, put on hold 13 minutes. Hung up called back put on hold, hung up. Called back explained the situation to the person who answered, was told all supervisors were in a meeting and someone would call back. Needless to say no one called back. Called the next day to try to reach a supervisor..put on hold 32 minutes. Hung up. Called back and asked to speak to a supervisor. Told there was a computer problem and they were all working on it. Call back in 2-1/2 hours. Called back was transferred to the Escalation Department. Actually reached a supervisor in that department who said they couldn't anything about the 10 day wait but would give me a $75 adjustment on the charges. Thank you Andrea.Comes the day of repair (sometime between 8am and 5pm) and I received a call from Sears Service telling me that the technician was sick and no appointment was available until May 30. I came under anger management at the time. It took me 3 hours to find someone to help me in the Resolution Department. Thanks to Mike in Central Texas office he got an appointment for Tuesday May 22. The day arrived and so did the technician. Lawn Tractor fixed. It was a malfunction at the factory. No charge. Because of the hastle at the Sears Service Center I'm done with Sears as far as any serviceable items. My card will be cut up and sent to Hoffman Estates.

I had been a Sears customer for over twenty years. I always have purchase. my appliances at Sears along with protection agreements. Last year I renewed my agreement certificate for 14 appliances.U did all this via phone with a credit card. The rep was a lady that took upon herself to divide my certificate and different payments which she did not mention to me. Since I was told that my certificate was going to arrive sighing a couple of weeks and didn't I called and found out that half of my appliances were not under the service protection. I. contacted a lady whom I was told was a manager. After going back and fort she finally provided me with a list of my appliances under the protection. So I waited again for the certificate/s to arrive which didn't, I called again and found out trough one of the reps that two items were missing crime the protection agreement. Againd it took about six hours to finally contact another supervised and she took care of it and "corrected the mistake". This problem has been an on going headache. Again I was promised the certificate/s sighing four to eight weeks and. NOTHIN! So I called again and we went trough my list and this time all my appliances were there or so I thought. Today I called to set up a device appoinment. and they can't locate my service agreement. They put me on hold for more then 30 min.never returned to talk to me. Second person said she will transfer me so I can talk to a manager...instead she hung up on me. Third lady kept saying that I was not in the system I ask her to transfer me to a manager she told me that no one will tell me something different. She also told that she was transfering my call to another department. Guess what? She hungup!!! I believe Sears is a fraudulant company. If Sears doesn't contact me and Resolve this issue Im going to report Sears to the BBB and the office of Consumer Affairs.

i purchased a Frigidaire range in 2009. i did NOT purchase any protection plans, i think they are a rip off. in March, 2012, my oven would not heat. called Sears, therepairman came. it needed a new heating element. ok, that cost almost $200. Just last week, May 2012, my stove exploded. thecomputer was shot. it would cost more to fix than a new comparable one would. i think i should get some kind of rebate on the heating element i had installed in March. NOOOOOO. when the installers came to put the new stove in, which incidentally cost more because, of course, they had none comparable to my old one, i mean Heavens, it was all of 3 yrs old. now, sears does not have plug ins on any appliance, they have to be purchased separately. what a way to rip off the public, the almightyprofit!!!! when i had purchased the one in 2009, i had purchased aplug in. the installers didn't use it, they used another. so i had a plug in, 3 yrs old, never used. i showed it to the installers, they said they couldn't use it, they brought another, which of course, i was charged $20 for. when the installers were gone, so was my 3 year old plug in. i have called Sears, i've had no satisfaction, yet. i was asked to give them 24 hours, it has been 4 days, but today was Memorial day. i think they owe me $20. i know very well they will sell this one to some other unsuspecting soul, and i'm out my money. the least they could do is return calls. i will keep calling until i get some satisfaction. they are ripoff artists.

I want a refund of a "quality" Sears quality patio set I bought 10 mos. ago for inside home use pd. $946.57. The Sears saying "your satisfaction Guarenteed or you money back" no longer Applies. Just 90 days now. I had to pay a $25.00 fee to complain directly to Sears corporated. I guess that will hold cust. complaints way down!!!!!!!!! Went to buy Quality COLEMAN set I had in CA. but, their out of the high end patio furniture, to bad as I had that set outsie for 5 1/2 yrs. in 108 deg. heat and was still like new! Folks this is not the Sears we knew and loved, this is a store chain that bought K=Mart and adopted THEIR way!! Sears, this won't work for you in the long run like this with so masny dis=satisified customers, we tell 20 people, they tell 10 people ect. and you have no business and are out of business. I will never look in Sears again for a thing. It's too bad becaused I truly liked Sears and though they we so AMERICAN! This inferior made in China patio set proves their not!!!!!!!!!! BUYER BEWARE!!!!!!!

I created WWW.SEARSHOMESUCKS.COM to share with former and potential customers of Sears Home Improvement Products what I have witnessed as a former employee and create a place for others to share their home project experiences by Sears. During my employment at Sears, I have witnessed hundreds, possibly thousands, of home improvement projects completed without proper permitting or the use of licensed contractors. This is a serious concern and should not be taken lightly. Please take the time to browse this site and learn more. The safety of your home and family could be at risk. Please share this information with your family and friends or anyone you know that had work done by Sears.

Dear Sears My name is Shanika Case# 6012378 . I am appalled by the lack of customer service at Sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of Ikhlvs Mirza who for starters barely speaks English. He is the rudest person I've spoken to in the last month from Sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered. He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a Supervisor by the name Alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails..."she's not available right now"..." Just the worst EVER! I bought a full high end (SUPPOSEDLY) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2,000 was all Kenmore. It has taken Sears so far over 4 weeks and I still do not have a repaired washer and dryer. I’ve spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense. I declined not to order the parts due to the fact washer/dryer is covered under warranty, the technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!!) of phone calls and unfulfilled promises later to the national headquarters and I’m still without working appliances. I feel that I’ve made a legitimate complaint to Sears about the conduct of a Sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability.

FIRST I CALLED ON THE PHONE FOR AS LOCAL NUMBER I GOT A NUMBER FOR TEXAS AND ILLINOIS NO SACRAMENTO.I LOOKED YOU UP IN THE DIRECTORY NO LISTING FOR CLOTHING .THE SAME PROBLEM ON THE INTERNET. AFTER 40 FRUSTRATING MINUTES I FINALLY GOT A LIVE PERTSON EVEN THOUGH I ASKED FOR INTIMATE APPAREL I GOT AUTOMPTIVE HE PUT ME ON HOLD NEVER DID RETURN.LAST TIME I WENT TO THAT STORE I WAITED 25 MINUTES AFTER HEARUING SOMEONE PAGED TO ASSIST ME.FINALLY I LEFT IN DISGUST.THEY WERE PAGED 3 TIMES . ON THE NET ALL THEY SHOW IS EVERYTHING BUT LANGERIE.I NEEDED BRAS THAT I LIKE .YOU SELL THEM /THAT IS MY ONLY REASON I WENT THERE AND NIW I CANNOT EVEN SPEAK MTO A LIVE PERSON.THAT IS WHY I CLOSED MY ACCOUNT YEARS AGO .NOW I GO TO LOWES FOR MY APPLIANCES YOU LOCE NOT ME.MY RATING IS ZEROOOOOOO ZERO ZERO.I ALWAYS GET EXTREMELY GOOD SERVICE FROM LOWES AND A BACK UP CALL TO ASK IF THINGS WERE DONE TO MY SATISFACTION .A LIVE HUMAN BEING ALLWAYS ANSWERS MY CALLS.

To President/CEO, I writting today to bring a concern I had with one of your stores and what I feel was false advertisement The deal was this on the day of Sunday May 6th, from 6pm-9pm I would receive 10% off the price of a Zero turn lawnmower and the add said" regular or sale price" now in the morning of the friends and family date the price was $2,069.99 model#(25001) but when I returned at 6pm that Sunday the price was changed to $2,299.99. So I had not look at the price and thought I was receiving 10% off of $2,069.99 and I was told to use my Sears card to save a extra 5% so with out Taxes I should of paid $1,759.49 with free shipping I did buy the Sears protection plan in the amount of $459.99 now I later read I should of received the friends and family discount of 10% off that also. So my total came to $2,528.85 stoecheck#(010321068717) but the price should of been $2,150.48 so Monday May 7th I called to cancel my purchase because if I would of caught this in the store I would of just purchased a diffrent machine that was price at $2,279.99 model# (25020)+$459.99 for Sears Protection Plan comes to $2,739.98-15%=$2,328.99 but when I tried to do this deal with sales rep they said No! but they would give me 10% of the diffrent model#(25020) but only if I pay full price of the Sears Protection Plan so now this would cost me $2,052.99 for the machine +$459.99 Protectection Plan =$2,511.99 So what I'm asking for now is to receive the 15% off from the $2,279.99 and also because I'm using my Sears card I want 5% off for using it for a total of $1,823.99 and before I forget free shipping as before and not to be forced to purches the Protection Plan ever again I do feel this is fair since I have been on the phone just about every day trying to resolve this matter and I'm pretty much being told to take my bussiness some where else I will save this e-mail to send too the A.G.O and or the BBB if you can't resolve for me sorry for sounding threating but I've been treated from your staff . Thanks for taking the time to read my issue, Larry Altenbrun larrydone@yahoo.com

The only reason for all these complaints is because SEARS has no service department of its own anymore. For sixteen years I was a SEARS tech. All of us had pride in our work and the customer is what we took care of because they were paying our salary. I would like to share what SEARS service in Tn. was like and give a couple of examples of the things we done that I don't see any service dept. anywhere doing today. I went on a service call at a customers house on a elect. range and a lawn mower. The contract that the customer had was over two hundred dollars. The customer wanted new drip pans for her range the boss said that drip pans were not covered but I made the customer happy by giving her drip pans , that cost SEARS about $1 each. Her husband wanted a mower blade for his mower to have a spare. I gave him a new blade. By doing those two little things we keep the customer paying our and the useless boss salary. Heating season in Tn. with a temp. drop of 25 below zero for three days. Some of us worked thirty plus hours with no sleep. Most of people heated with oil and it would jell when below zero but we would make it to their house and get them heat because most of them were elder. Most of them were on fixed income and had a contract, oil jell is not covered under contract but guess what when oil jells it soots electrodes and damages nozzel which is covered under contract. Customer is happy and buys another contract on all equipment that was bought at SEARS. In short i guess all of us loved what we did and wanted every customer to want to come back and back again to SEARS. BUT LET ME TELL ALL OF YOU SOMETHING I AM 63 NOW AND THOSE DAYS OF SEARS CARING FOR A CUSTOMER ARE GONE FOREVER AND ALL YOU CAN DO IS STAY AWAY FROM SEARS AS I DO. I COULD TELL YOU HUNDREDS OR TRUE STORIES OF SEARS FROM THE TOP DOWN. I PUT 5 STARS BECAUSE I DID CARE ABOUT ALL OF THE SEARS CUSTOMERS.

Dear David Davydov, We regret to hear you were unable to reach an agent for the issue you had. We understand how frustrating this must have been. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We would like the opportunity to contact you to further discuss your issue and to also go over the options we have to assist. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “David Davydov” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

Dear Ronnie, My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and wanted to reach out. We regret to hear that your mother’s weed eater is not in working condition, we understand the troubles this can cause, and this is a much needed item. Please accept our apologies for the repair to the weed eater that ultimately ended up having to go back for additional repairs. Your mother’s time is valuable and this can be an inconvenience. We would like to speak with your mother and discuss what we have to offer in order to see her issue is resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the weed eater was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “Ronnie” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

After having warrenty work done on a three month old self propelled mower, I started receiving calls to take a survey on my experience with Sears. It is a recording so there is no inter action with the computer on the other end of the line. I am asked to rate the initial contact I had with a number from 1 to 5. I answered 5 but the recording kept asking what number I would rate question 1. It asked three times and I answered three times. There was silence then a dial tone. The calls have continued for four days now and I have tried to give answers three times. How do I get the calls to stop? I have read some of the many other complaints on this page and noticed that others are having the same problem. I appears quite evident that Sears is not the customer oriented company that it started out as. Sadly there are not too many big companies that care about anything but the almighty buck.

Received a letter yesterday from S. Gamez at Sears National Support Center in Dallas, TX informing me that my service call on 4/17/2012 was not covered by warranty & that I owed a reduced bill of $78.00. The repair man did NOTHING BUT say that GE products glass tops are made cheaper & scratch easily. I don't know how it got scratched. Have been cooking on an older model smooth top for over 6 years, then new one gets a long scratch in less than 5 months…same pots & pans….same cook? Called Sears repair, asked about the warranty covering the repair trip, was told yes. I signed his sheet that he had been here, was given no bill, (told me if I wanted to replace the glass top it would be over $490. that was almost the cost of the complete stove buying price. I told him I'd wait til it broke. End of transaction. Yesterday, I receive the notice (5/21/2012) that is I feel I don't owe this amount to contact General Electric directly. Well, today I tried that. The number was the GE appointment setting line. They gave me another number, after choosing choice #3, I waited about 5 min. on my cell phone & hung up disgusted! Tried to find any customer service number for Sears National Support Center…NO NUMBER or WEB SITE. AFTER THAT I CALLED MY SEARS CARD, found no balance due, so I CANCELLED THE CARD!!! (all without speaking to a live person.) I have been a Sears Customer since the 60's that is about 50 years. WELL YOU LOST MY BUSINESS NOW!!!

Dear Eva Gayton, We regret to hear that the aerator that was required before having your dishwasher delivered was not installed. We understand how upsetting this must have been to find out only after noticing mold on your dishes. Your continued patronage is greatly appreciated and we would like the opportunity to speak with your further and go over the options we have to assist in order to see this issue is resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “Eva Gayton” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

I contacted Sears Home Services on 5/12/2012 to schedule a diagnostic test for my AC system in NJ, at my previous residence that is now rented. I was told that the diagnostic test would cost $100.00 + tax in NY state where I currently reside, and $69 + tax in NJ. The diagnostic was done on 5/16, and the technician "Eddy" called me when he was finished to give me the results, and get my payment over the phone. He said that the charge was $181.90. I questioned why the amount was different, and he stated that the $69 charge was just to "go through the door". I provided my checking account debit card info, and then called customer service to stop the charge. Customer service verified my assertion that the $69 charge was correct, and stated that they would be able to credit the difference to my account. I offered to have my credit union stop the transaction, but Sears Customer Solutions stated that they would credit the transaction, and within 24 hrs. I would hear from them. This made it sound as though the resolution would be very quick. Five days and 10 phone calls later... I have been informed variously by Sears Customer Solutions "Chris", "Jessica", "Lafacia", "Dana" that "the 181.90 is correct", "the refund amount should be $73.83" (the amount of the actual charge), "Sears HVAC doesn't have the ability to adjust billing disputes", we'll transfer you to HVAC", "we'll issue a gift card"... and FINALLY "Adele" in Customer Solutions with the assist of two managers was able to credit my account for - $108.07? It's unclear how much or when.

Dear Angela, Please accept our apologies for the troubles concerning the quoted prices on the service contracts you were trying to purchase. We understand how confusing this must have been. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We would like to speak with you and go over how we can assist in this matter. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “Angela” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

In 2009 I purchased the following sears products, Stove, side by side fridge,dishwasher, microwave, and an Kenmore stainless steel four burner gas grill. I purchased an agreement for each one of them, where over the phone sear rep told me that they would come out yearly and service each one on my appliances encluding the grill, they never came so i what it was time to renew my agreement I decided what was the point they were just taking my money. This year when I tried to use my very expensive grill the entire inside of the grill was destroyed. I noticed that the inside of my grill had a ten year warranty so I called to set up a repair. the tech came today and told me the agreement only covers the so called steel burners what really are steel at all. I pay the tech a $98.00 service call but I decided that for $429.00 to fix this grill I could just buy one that is cheaper and probably better. I will never buy another thing from sears in my life. Sears is a rip off. Sears you standards are something left to be desired.

Until noon Saturday I owned a 20 plus year old Kenmore 22 cu ft refrigeator freezer tha was running continuously and needed to be replaced. A new similar sized unit was delivered and installed at 11:00 am Saturday May 19th. I had asked for the old unit to be moved to the garage for pick up by a recycling company at a later date and was told I would lose my energy star rebate if they didn't take it right of way. The new unit is failing, cabinet temperatures 60 degree in the refrigerator and 31 degrees in the freezer. When checking the temperatures every four hours the cabinet lights were sometime on and sometimes off indicating the unit tripped off through some internal control. I have been seeking help from Sears, on-line and on the telephone since Saturday night when the symptoms were identified. I spent a good portion of Sunday seeking help and only found intelligent life at our Local sears store. I am losing all of the frozen meat because of the poor quality of the SERVICES GROUPS AT SEARS because there seems to be no help from SEARS until Wednesday. Good luck to anyone who buys anything from SEARS

First, the rating should have a 0 - 5 options. 0 being the worst and 5 being acceptable. Anyhow, I totally understand the frustration with SEARS. For over 40 years my mother worked for SEARS in the accounting department and then one day, poof.....her job was gone. SEARS, the "GREAT AMERICAN COMPANY", now sends its work to India!! Yup, that's where my moms job went and after over 40 years she has NO retirement because SEARS cannot fund her retirement. She had to file for unemployment then ended up having to draw her social security early, which comes with a penalty. Meanwhile, you better bet all the executives at SEARS will never have any money worries. I just read where the CEO, Eddie Lambert, was planning to close on a $40 million dollar home in Florida earlier this year. Hey Mr Billionaire Hedge Fund Manager, as most media outlets refer to you as, why did you lay off my mother and take her retirement from her? The plain simple truth of it all is that I know you, nor any of your other executives, care about any of your employees. Just as long as you have your money, that's all that matters. Enjoy that $40 million dollar home while my mother scrapes her pennies together trying to pay her bills! But onto the reason I'm in this forum, the weed eater repair issue my mother is having. My mother, who somehow is still a fan of SEARS and spends her money at SEARS, purchased a weed eater recently. Well it broke, shockingly, and she took it to the store. The store advised her that they will send it out and then call her when it was ready. Well, almost 2 months later, they call her and tell her that her weed eater has been repaired and she can pick it up at the store she dropped it off at. So she went and got it and brought it home and discovered that it still didn't work. In fact they, whomever repairs the product, broke the gas line instead of fixing it. So here my mother goes again, driving out to the store then to another location to drop her weed eater off again. Let me remind you all how expensive gas is these days, especially to someone who has NO income!! So after all the driving and whatnot her weed eater is back in repair and she should expect to get it back in a few weeks. Which I doubt will be fixed. But here's the sad part. This weed eater cost about $120.00 when she purchased it. The first repair stated it cost just about $100.00 to repair, which didn't fix anything. Now she's on repair number two, which I'm sure will be another $100.00+ to repair. The funny thing is that all they would have had to do to begin with is grab another new weed eater off the shelf and swap it out so my mother had a working weed eater and they could send the defective weed eater to their repair facility. But no, the brains at SEARS can't figure this out. So now, in order for her to avoid getting a citation from the city for high weeds, she's pulling the weeds by hand. GREAT

Disaster!!! I have been trying to call their offices, and they send me round and round. They gave me the phone number listed above, (847) 286-2500, but try to call this number, esp. on Saturdays. Recently I got another number from Sears online support, and I called that number, but their operator just put me on hold forever w/o a word. I called again, and she did the same again - just silently disappeared. And I have a great "novel" (3" thick and counting) about their service and their (DIS)Satisfaction Guarantee, but I can't get to them. Nightmare!..