Sears Corporate Office & Headquarters

I am so disgusted with Sears that i will never buy another thing from you. I have never had one appliance in my home that was not a Sears brand but those days are gone. I purchased a LG dishwasher stainless top of the line in San Diego California to be delivered in my new home in Houston Texas. I was told in San Diego that i had to have an aerator installed or they would not deliver my dishwasher (at a $300.00 extra cost to me). Imagine my surprise when i get to Houston finding my beautiful new dishwasher that MOLDS my dishes. Called and had Sears come out and the reply was : "you have to do a cycle of vinegar every week", OH and of course purchase an extended warranty. I had to have another repair company come out only to find out that the aerator was never hooked up and is the reason my dishes mold. The aerator needs to have the hole plugged. I have used my beautiful new dishwasher approx 4 times as i have to hand wash everything now. When i tried to get in touch with Corporate Sears i was told they would send me a $100 gift certificate. I will NEVER buy anything from you every again, and i go back to the days when my grandparents and parents relied and believed in Sears. Getting thru to anyone in Sears corporate office was impossible. I am sorry that you have sold out to the lowest bidder Sears, gone are the days of the Kenmore being the only appliance i ever trusted.

I have 4 appliances in my home that are covered by the Sears warranty agreements. On 4/22/12 I called to get pricing to extend the warranties - I was quoted a price and told it was good for 30 days. On 5/18/12 I called Sears to purchase the warranties - they told me that they would not honor the price I was quoted that they do not hold pricing for 30 days so I asked to have a supervisor get involved and the supervisor told me the same they would not honor the price I was quoted on 4/22/12. I have purchased all my appliances from Sears since 1977 I'm told I'm a premier customer but they pull this. I'm not happy with Sears at all.

Sent this to Sears: Share your feedback here:: iRobot iRobot 5950 Clorox Scooba Cleaning Solution Sold by Action Packaged, Inc. Item #SPM4979344401 Mfr. Model #5950 SOLD FOR $5.99 by iRobot with your tax and shipping its $50!! YOUR RIPPING PEOPLE OFF!! Received this from Sears and info@sears is a bad corporate HQ email...don't think they want you to contact them. The person that responded to my email was a real rocket scientist!! NO RESPONSE...just requoted what I told him!! Sears Response Follows: Dear Valued Customer, Thank you for contacting Sears.com. I understand that the cleaning solution item number SPM4979344401 is sold for $5.99 however, along with the shipping charge and tax it costs $50. I see that the cost of item is $38.82 and the standard shipping charge is $8.95 and the sales tax will be charged based on your location. Please click here to view about the charges of the item. We are sorry for any inconvenience caused to you. Sincerely, Harrell

I went into your auto care center and waited for at least 15 min with no one coming to help. I finally went into the tool section to see if someone there could find me some help. The women said ok walked over to the auto center finished sending a text message on her phone then went into the back. A few minutes later she emerged and went straight to her back to her counter not a word to me. Several minutes later a gentleman came out asked the problem and then told me he couldn't help me because they closed soon. He took the battery and said they would test the next day and call. It's 4;20 and no word still. Every time My father calls there is no answer. I am now heading over and hopefully they will have time to talk to me before they close. All this to find out if a battery is good. Oh and yeah the same battery that stopped working in our lawn mower last summer. When my Dad called to ask what he should they said to bring it in for the summer and see how it did this year. Now they say your warranty is up. This is just what I have seen my dad go through, My sister and her washer and dryer is a whole other story. I have NEVER seen such bad customer service. My dad always used to say Sears was the best for auto tool and any appliance period. And any extra money was worth it for the service. He's 62 now. I personally will never shop your store. I only wish I could make this right for my father. I hope this is just the Traverse City store and not all of your stores because if this is how people are treated you will being going out of business rather soon.

I definitely understand the frustration of dealing with Sears, I went into the store located in the Oakwood Mall in Enid, OK. On 04-25-2012, at approximately 1:00 pm, I entered the store looking for a motorcycle jack. I wasn't able to locate the jack so went looking for employees, unfortunately I was unable to find either. I left the store and called from the parking lot. I was able to make contact with an employee, I asked about the jack, he put me in touch with another employee, he put me on hold and I was able to listen to a couple of really good songs that were playing. I figure two full songs is approximately 8 to 10 minutes on hold. I hung up the phone and redialed the number. I got the same employees. I walked back into the store, walked over to the tire center, yep no one was there. I continued to walk through the store, I did find the motorcycle jack I was looking for on the back wall just off the floor. I picked up the jack and walked to the nearest register. I waited a little while, figured a clerk or someone would show up sometime, I and a Hispanic male individual started kidding around about being able to take what ever we wanted from the store since there weren't any employees. I shouted a several times "Hello is anyone working here", to try and raise an employee to run a cash register. A young male individual came over and did finally run the register. There was another individual showed up, figured it was security since I had been shouting if anyone worked there. I did tell the clerk that I could have walked out of the store and no one would have known the difference, until they checked the security cameras or did inventory. Thanks for such a wonderful store you have. Oh yeah, you might thank me for being honest. I was going to post this on www.searsfeedback.com but didn't believe anyone would care there either.

My question is to Stephanie L..in customer service....while it is fine that you offer the "salvational" customer service...and you continually acknowledge the poor customer service that is being provided to your customers... Just what the devil is SEARS doing to resolve its poor customer service...from the looks of things...not much..You need to retrain your customer service department in retail etiquitte. I worked for major retailer for 20 years....the rule goes...rule #1 the customer is always right....rule 2....any questions refer back to rule 1. This means we the one paying for the service and paying for your paycheck should be given quality service without exception or run around. Thank you!

Purchased Sears top of the line Garden Tractor (PGT 9500)$7000 in June of 2011. First day of use I noticed a problem with the mower deck leveling system. Called the local Sears store for assistance and was helped immediately arranging for a service tech to look at the machine. Two weeks later the tech arrives and attempts to correct the deck. This was the first attempt in the course of four over the next two months. In Auqust of 2011 the PTO Bearing goes out, so now the deck is wrong, but that doesn't matter because the PTO will not engage the blades. Waited two months for the parts and repair of the PTO just to go back and deal with the deck issue. In April of 2012 called Sears again because the deck is approximately 1.5 inches lower on the left side vs the right side. Sears tech orders a new deck, deck arrives but the deck sent was not the deck ordered by the tech. In this part of the country the grass grows in the warm weather months so I had to purchased an additional riding mower to mow my 2 acre yard. Believe me the additional riding mower was not a Sears product!! I am still waiting for the deck to be corrected on the $7000 mower so I can sell it and take my loss. Of the six months of mowing season so far the machine has been mechanically challenged for 3. Like most of the folks who post on this site I too am fed up with Sears. Product, customer service and the marketplace will dictate the future of Sears. From where I sit that future does not appear to be to bright!!!!!

While Sears has traditionally been a bastion of competence and quality, I fear that those days are ending. Upon moving to Texas we ordered new appliances for our home under construction (washer, dryer, refrigerator) a month or so in advance of our move. We were contacted by Sears who noted that the refrigerator would not be available in time (despite our advance purchase) so we accepted an alternative. When the refrigerator arrived, there was no washer or dryer. Delivery on these was delayed twice and when they did arrve, no pedestal accompanied them. We were first told that the pedestal was damaged but they had a replacement that would be delivered the next day. Next day - nothing. Yet another call yielded the opinion that the factory failed to deliver it. Somewhere in this spate of calls we were promised a $50 gift certificate but apparently that, too, is stuck in the factory. Most of our calls were handled by over obsequious apologizers or very depressed David Spade wannabes. Final verdict: look to alternative vendors.

recently purchased and outdoor dining set for my mom for mothers day. It was confirmed the night before by sears. They called my mom and told her they would be there between 8:45am-10:45am. She waited. At 12:00 I called to see if she liked it. She told me it had not arrived. I called Sears. To which they informed me it was out of stock. Are you kidding? They Confirmed delivery the night before. I asked how they can do business like this? I was put on hold for 1 hour 20 mins. After a "supervisor " picked up they apologized. I canceled the order, and I am still waiting for a credit to be issued back to my card. Monday morning they called my mother to set up another delivery time, she informed them that the order was canceled. I called them back, It was not canceled! Are you kidding me? So I canceled it again. Still waiting for the credit on my card. In this economy I would think that a company would care somewhat about loosing a 870.00 sale. But I guess not. Honestly they could have cared less .Customer service was deplorable. I will never shop at sears again.

After spending most of yesterday afternoon on the phone with the Escalations team at Sears concerning replacement of my kitchenaid gas range, I am totally frustrated with the way Sears does NOT care about their customers and seems to regulate theirselves. I called 3 different departments to complain about the excalations team and all departments were the same. You end up filing a complaint against the supervisors and the complaint goes to the same supervisors. What good does that do? THey are replacing my range but the amount they are giving me will not cover the taxes or delivery of the range THEY picked for me. I will end up paying around $200.00 extra for a replacement. I paid $1549.99 for my current stove plus an additional $1237.00 in maintenance contracts to only receive $1050.00 for a replacement. I got nowhere in pleading my case with the supervisors, Stephanie L., Freda, or Jeremy at the Escalations team. My only option now is to write to the corporate headquarters and wait for someone to call me since the Sears Escalations/Customer Support/Product Warranty/Complaint Department doesnt have a phone number to contact them. Meanwhile I am now 25 days without a range to cook on. WAY TO GO Sears CARES. HA HA

I cant stand this Corporation. I worked at a sears store for 11years,I like working there. I worked there till the Sears store closed. Once the store closed i got a letter in the mail saying that im getting some money the Sears Pension Plan.2 month later still no money. I've have called All the numbers they give and keep getting the run-a-round. If you plan to get a job, don't get a job at Sears!

The letter below was sent to both your Dallas, TX and Mobile, AL offices. Eugene H. Juergens 2200 Mercedes Blvd. New Orleans, LA 70114-5054 May 15, 2012 SEARS DALLAS SUPPORT CENTER #4643 P.O. Box 660200 DALLAS, TX 75266-0200 Dear Customer service representative, I want to let it be known just how disgruntled, disgusted and angry I am regarding what was entailed in order for me to receive the refunds from SEARS for two items. The two “snack trays” were ordered on different days, on line by a SEARS sales person at the Terrytown, LA, SEARS store. Neither snack tray fit my refrigerator so I returned the first one to the store from which it was ordered. I ordered the second snack tray in the same manner at the same Sears store when I returned the first tray. The second tray I had shipped back to the Dallas, TX warehouse. I spent hours on the telephone with several “customer service” representatives over a period of three months. I was as much as called a “liar” by at least two representatives. One, regarding my ability to receive online and print a return label for the second returned snack tray. Another two representatives told me that I was sent a check or given credits in the amounts of $91.51, $13.99, $13.99 again and $1.26. When I told them that I was looking at a real-time statement from my financial organization I never received any credits. I explained that I never received a check for any of these amounts. On still another occasion I was told that I would be sent a credit by April 18, 2012. That never happened. Each time I called, I spoke to a different representative. Each conversation required my explaining what had transpired and the processes and procedures that had evolved up to that conversation. I can ashore you that this will never happen to me again. The reason that I am so convinced of this is because I have no intention of ever stepping into any SEARS store ever again in my life. Should you need any additional information, names and dates please contact me at the address above or by phone at 504 361 0292. Sincerely yours, Eugene H. Juergens

I recently made an order online for a yard tractor and was sent a confirmation of order by email. No more than 2 minutes later I get another email saying that my order was canceled due to my credit card being declined. My bank tells me that the order is processing and no representative from sears help desk can explain the reason for this. And then have the odacity of asking me to place another order for the same product so they can recharge me again. Like Hell. The 2 reps I talked to refused to help me any further and kept asking me to place another order. I've never seen more horrible customer service in my life.

I have genuinely never come across such poor customer service than dealing with the “Sears Escalation Department”. My dishwasher's (14 months installed) heating element burned a hole in the tub and it flooded my brand new kitchen and subsequently my basement (wooden floors completely warped, basement ceiling, room in basement flooded. You get the idea). It has now been three weeks and the matter is still not resolved. Despite speaking to a customer service representative over 10 times and having three visits from Sears technicians, the matter is no closer to being resolved. All of the below information was documented with timestamps, ID numbers of techs, names of every individual with whom I spoke, etc., at the time it happened and so the information below is not exaggerated but very much, and unfortunately, factual. The first two Sears technicians (Sears employees bear in mind) told us that the issue was absolutely a manufacturer’s defect (when the unit was built, there was an enlarged hole already, which they tried to cover up with glue, according to the techs, and the heating element finished the job), and that the unit should be replaced by Sears. Even though the tub is out of warranty as it is 14-15 months in use, each of the technicians said that the unit would flood again unless the tub was replaced or, ideally, the unit replaced entirely. They were so adamant in their beliefs that they provided their Sear IDs, and personal cellphone numbers so that Sears customer support could call them and they would explain that the units should be replaced. Sears insurance agent, Sedgewick insurance, has all of this information and the technicians provided their opinions to Sedgewick. My support ticket has been escalated to the “customer solutions team” and I spoke with various Senior Customer Advocates (SCAs). Let me just say right here that rarely have I come across such unprofessional and rude individuals, especially Charles and John (SCAs). One customer service representative even read to me the comments that Charles made about me in their system. I will not type what he wrote but sufficed to say I would hope that Charles is an exception and that other SCAs are a lot more professional than he was. He actually hung-up on me! If anyone from Sears is actually reading this, I can provide date and exact time so that you can review your customer service recordings to verify what I am stating here is factual. Essentially, their mind was made up from the beginning; “out of warranty” was the constant message. I tried to escalate above the SCAs but was told, no, I had reached the highest point of escalation. I kept calling in the hope of actually speaking to someone who would listen and was offered numerous incentives (money towards a new Sears product, repair costs, etc.) but was told under no circumstance would they replace the unit. I actually had one SCA tell me that they would cover all costs only for another (Charles) to tell me that the CSA had no authority to make such an offer and they would not honor it! How could one CSA offer something, only for another (very rude) CSA (Charles) rescind the offer because he didn't like it!?? Their final offer was to repair my unit up to $400 or else I could receive a $400 product discount. I asked to speak to the team manager (Bryan, the SCAs would not provide Bryan’s ID and indeed I only know his name because Charles accidentally told me) but was told Bryan had made his decision and would not talk to me under any circumstance. I explained that the cost for replacing the tub and the associated labor charges ($400) plus the two previous calls and repair efforts make no sense economically. They will have spent close to $800 to repair the unit and clearly it would be cheaper to replace the unit. I was told that this absolutely will not happen and I “should be happy because they never make an offer like this” (John – SCA). I simply wanted my dishwasher fixed (three weeks have passed so far) as we liked the dishwasher (ultra quiet, did a great job, # 1 Consumer Reports dishwasher, their support was applauded by many, etc.) So Sears ordered the new tub and it was delivered to my house. Finally, the matter was going to be resolved. However, when the technician arrived we discovered that the tub is very different from the one I have. As the tech said, it is “very cheaply made” and “not the same tub”. The tech checked with Sears and was told that the tub was indeed the replacement tub. The issue is (I have pictures) that the new tub has no sound buffering plastic like the unit we purchased. We purchased our particular dishwasher because it was ultra-quiet and this newly delivered tub has no plastic molding around any parts whatsoever and the motor and water pipes are fully exposed whereas in the dishwasher I have, all parts are encased in plastic molding so as to significantly reduce the noise. Once again, we called the CSA. The tech explained the situation that, in his opinion, it is not the same tub and will definitely NOT produce the same results in terms of noise that the original dishwasher delivered. The SCA (John) told the tech that there is nothing more they will do. Basically, I have to accept the tub, or leave. I spoke with the SCA John and he put me on hold for 10+ minutes. When he came back he told me the team manager (Bryan) had left an hour ago and that he showed the notes to another manager and the $400 was all they would offer. Take it or leave it. I explained (once again) that the notes in the system do not represent the true picture of what has happened and that I would like the opportunity to simply discuss the issue with Bryan. Once again, I was told no and they would not make any other concession. What concession have they made!?! I explained to John that as a customer service unit, would it not be a good idea to have the customer service manager, Bryan, actually SPEAK to the CUSTOMER instead of relying on notes from an employee who hung up on the customer?! John told me that he would send Bryan a message but that it would do no good and that he would not call me. So I wait for another phone call tomorrow (that will not happen) to tell me they will not do anything for me. In the meantime, Sears’ Insurance agent, Sedgewick Insurance, is pursuing a claim against Whirlpool, manufacturer of the dishwasher, to see who is going to pay for the repairs to my floor, ceiling, basement, etc. . . Can anyone actually help me!?! I am absolutely disgusted in Sears and their support system. Disgusted.

ZERO stars! Sears is inept, inept, inept. I have'nt bought from Sears in ages and shame, shame, shame on me for having done so. First they got my last name wrong, they had it right on the phone and then in the email confirmation it was wrongly spelled, I called them right away and they wouldnt correct it because the order had already been confirmed (correct item and all, just messed up name). Very well then, just send my item and I'll be done with Sears. My item should have been about 22x22 and about 40 some Lb.', somehow they messed up my order further and I have a 7x 9" 3Lb. package. First the "customer svc" lady hung up on me while on hold and when I called back, she treated me as though talking to a child who didnt know a thing, when I tried to speak to her, she actually stared yelling at me. What is wrong with these people, they're going to take 24 hours to call me back and "see" what they can do, because its not their fault but rather the vendors, whom thought I ordered a camera??? my order confirmation shows an air conditioning, my shipping confirmation shows an air conditioning. I shouldnt have to care who their vendor is, if I'm going to have to hunt down my item, why the heck go through Sears. I asked for my money back and they "cant" do that either, Oh my gosh, SEARS IS A NIGHTMARE!!! they aparently dont care one iota about customers or, their hard earned money. I'm using my 24 hrs to post my complaint every where I can.

Just want to make it out a live. Paid $1900 for 2010 in Feb 2011 floor model Husqvarna 48IN 23HP got the extended warranty for $439. This thing was a piece of Sh*t went bad so I called to have repair order filled out so the repair guy shows up 2wks later to say its dead, so sears decides to move my warranty date up 3 month so it put me in the MFG warranty and cleared them of having to replace it because MFG takes priority. So I was told go to Sears in Cool Springs TN pick out what you want, but you have $1300 store credit instead of the 1500 cash they'd had to pay because they no longer made my mower anymore. So I walk in to Sears and BANG! there sets my mower you put my hood on this mower and, "there's my mover". I mean right down to the THE4823, but the SN was different that how they get out of replacing it, that and moving my effective date forward and they, "SEARS" screwed me. So I went ahead dug in my pocket and paid another $600 bones to have my upgraded/replacement delivered and paid for "SEARS" was suppose to pay for delivery but over looked my extended warranty I paid for $80, this was on 21Aug12. I called week later to see where's my mower? It will be MAY 7 and it came and went I called again, OH Mister so n so it will be on the 14th of May between 8 n 12 noon. I called in and was told they were running late they were on job 3 and I was Job 5, well I call again at 4 and was told they never had my mower on the truck and in fact my mower would be in for sure on June 4th 2012. This is when I spun a barring 2 1/2 months to get a replacement even after robbing me!?! I will never buy a mower from SEARS again and tell everyone I know what Sears done to me. I am a disabled veteran and they took advantage of me on the highest level and you can talk to know one to fix it I have talked to Sears folks 30+ times and the stairs lead to the same floor, like being stuck in the "Twilight Zone" running in circles. Works for the government why not Sears. NEVER AGAIN and if your smart not you too!!

WORST CUSTOMER SERVICE EVER!!! I called to get my lawnmower fixed AGAIN. We used it once, leaked, sent it for repair. They had it the entire summer. Got it back. Tried it again. Still leaks. Problem was never fixed. I called and they tell me I am out of warranty by 4 days. I ask to speak with a supervisor that can help me. Was given some kid "ROLAND" who proceeded to interupt, talk over me and tell me the converation was over. He hung up on me. That's Sears customer service??? Roland you better start looking for another job. You suck!

I too have had and is having issues with Sears. I purchased a zero turn lawn mower and a garage door opener that was suppose to be charged to a Sears card only to find it was charged to my Discover Card. Now trying to get is changed from one card to the other is impossible. The garage door opener was installed in the house even after I told them there was no electric. Now they are telling me I have to pay again for the installer to come out and get the garage door opener to work. Exta dollars. As far as getting the other purchases to my Sears card is also now going to cost me about $200 more. They pay people to transfer calls no one wants to take the responsiblity to do what is right.

I am writing this complaint in hoping that someone will hear my frustration. My home telephone rings everyday from Sears. It is one,two or three times a day. i have asked for the calls to stop but it seems like each time i shop at sears the calls continue. Me and my wife love shopping at our Sears Department Store in Hamilton Place Mall Chattanooga,TN. but we are frustrated with the phone calls. Today is Mother’s Day and we just came home and have received a call from Sears survey 312-951-1276. Why? I would not continue to shop at Sears if i wasn’t satisfied with your products. I will stop my business with Sears and never shop at your store again and pass my frustration on to my friends and family. It should not come to this! Please help.

this is on a mater on sear picture studo..i dont know who to get with on there picture ..need to speek to the head person on this my number 419-450-2998 tricia mick not happy and need the right people to speek with please and ty