Sears Corporate Office & Headquarters

I have had a service contract with Sears for my home for 24 years. I recenly found out that sears had cancelled certain items on my contract and not let me know about. it. i9 think after 24 years this is wrong.

May 11, 2012 Sears Roebuck and Co. 3333 Beverly Rd. Hoffman Estates, IL 60179 Attn: Louis D’Ambrosio, President and CEO Dear Mr. D’Ambrosio, I just wanted to express how disappointed I am with the policies and procedures that you have in place for customer service with regard to your credit department. I realize that you are and extremely busy individual but I was told there was no other supervisor or person I could contact by email or phone other than the person I was currently speaking. I have been a loyal customer to Sears for many years and sadly, I can’t say that I would ever purchase anything from you again. Every year I make my one large purchase from you on whatever promotion you offer that week whether it be 6 or 12 months no interest. I have already made my purchase for 2012 on Saturday, May 5th for my new $1000.00 Kenmore dishwasher. I also needed to make a purchase tomorrow for a new $3000.00 Kitchen Aid Oven. Unfortunately, I made a very big mistake and miscalculated the month as to when the last payment was due for my 2011 purchase. My last payment was due on April 13th and not May 13th I had $304.73 added on to my last payment of $150.00 dollars. I called today to make that last payment and was told by a supervisor Jeanine that there were no exceptions to that policy. She did not own the company, it was my fault, which I freely admit, I used the company’s’ money for 12 months and it is now due, there are no exceptions. She refused to let me speak to anyone else, give me her last name, any other supervisor’s name, email, or phone number because of company policy. She also said I was just upset because she would not do what I wanted her to do. I do want to verify that the phone call was recorded because I feel the way she spoke to me was very mean, rude, defensive and hurtful to the point where it brought me to tears. It is upsetting; I don’t feel I should be penalized this much for one payment. According to Edward Lamperts 5 key pillars of your business strategy, I cannot see how this makes any sense. How can no compromise be made with the interest charges and in turn you receive an additional $4000.00 in new purchases. I definitely made the mistake and I apologize. I also expect to pay some penalty, just not an additional 2 times the sum of my last payment. Regrettably, I now would like to return my new dishwasher that I have only had for 4 days, as well as cancel my new oven purchase for tomorrow. My experience was not entirely bad. The salesman for my oven and dishwasher was extremely nice, helpful and knowledgeable as well as the installers who were very professional. But, I no longer wish to purchase anything from your company or your credit again. I now realize that customer loyalty to you and the brands that you offer as well as my record of previous years of payments and purchases really does not count for anything. Sincerely, Mrs. McElwain 281-648-4747

I am writing this in hopes that Mr. Lou D`Ambrosio, CEO, is informed. If I was responsible for the success of the company I would want to know, why I lost a second generation loyal customer over a $40.00 matter. I purchased a top of the line Craftsman weed trimmer tow years ago. It blew up a couple of weeks ago. The service department advised that the repairs would be $325.00. I decided to purchase a new one and went directly to the store located at Sunrise Mall in Citrus Heights CA to make the purchase. I had a $40.00 prepaid receipt that I had paid the service department to tell me they could not repair the old one. I met with Pat, the department manager, and asked if I could apply the $40.00 toward the purchase of the new one. I can only describe the manager's attitude as apathetic, condescending and rude. Apathetic, because it took him 20 minutes to arrive after being called to assist; Condescending because he ridiculed the customer for not spending the extra $39.00 for the a service agreement; and rude because he was unwilling to even discuss a resolution to the problem. My father has been a loyal customer of Sears for years, as have I. You have lost a customer for ever over a $40.00 matter. With managers like Pat, I can see why the Citrus Heights store looks like a ghost town.

Sears selling pornography on Sears.com site. As of 5/10/2012 11:45 am, Sears is STILL selling pornography on its site. I typed in "lesbian", "lesbian sex", and "gay sex" in the product item search space on the Sears.com website to see if Mr.Lampert (Sears CEO) followed through with his promise of taking the pornography off of the site. There were PAGES of dvds and books under all of the search words. Mr. Lampert lied again. It looks like they're only addressing items they've been informed about, and not the ENTIRE pornography issue as a whole. If that's the case, Sears will never quit selling pornography. Children are able to access this material. If Lampert can't come up with a better way to get Sears out of its financial hole, then he needs to close the doors and the website! He thinks it's a great idea to sell baby and children's items on the same site he promotes and sells hardcore pornography. He's been promising for the last several years to quit selling pornography. He's sick and so are the others that have knowingly been allowing it. Can we guess where Lampert got the $40 million it took to recently buy his new house in Florida? Anyone????

What happened to customer service in the 21st century, it is almost non-existant at SEARS. I purchased a dress for my daughter's dance and the next day she changed her mind and wanted another one that she had tried on at Sears. When we purchased the dress I was given a $10 gift card since I spent over $50, the dress I purchased was $75. When I returned to Sears last night to return the dress and purchase the other one I was told that in order to receive my entire refund I would have to return the $10 gift card. I informed the associate that I was unable to locate the card and told her since I was spending another $50, just to not issue me a new card since I missed placed it. She informed me that she could not do that and that I was only going to receive $65 back on my $75 dress. By the way she at this point, is beyond a snotty little brat with the attitude (that's being polite). I walked away feeling as though I was wrong, the insinuation that I was wanting to take money away from SEARS because I did not return the gift card, and all I wanted to do was get back my full amount paid buy the other dress and not receive another gift card (which would have made everyone happy). Sears would not have lost anything and my daughter would have had her dress. So this morning I call and speak to the manager and he tells me that it is against store policy to refund the total amount if they do not receive the gift card back and I asked why couldn't they just NOT give me another gift card and just refund me the difference between the 2 dresses of $25 and keep the new card. He stated "Obviously you aren't understanding the store policy". REALLY, OBVIOUSLY YOU DON'T UNDERSTAND CUSTOMER SERVICE!!!!!!!!!!! What happened to the customer is always right, I wasn't trying to take advantage of the situation I was just trying to return 1 dress my daughter no longer wanted and buy the one she wanted. I have to say once this ordeal is over I don't think I will ever shop with Sears again. I may only be 1 person but I can be a squeky wheel and tell everyone I know what happened. Stock prices I asked the manager for the corporate # and he gives me the # for repairs. WOW I guess he didn't want me to complain to his bosses about his attitude or his employee.

They do automated he$$ amazingly well. We had a tech out to fix our oven. Couldn't figure it out and corporate couldn't find our oven in existence. Finally he ordered a part and rescheduled. I have had 3 robo calls telling me to call Sears. What??? If Sears wants to talk to me than shouldn't there be a human on the phone?? The second appointment came and went and no tech. I broke down and called. Got their automated heck!!! Can you say FRUSTRATED, PISSED AND APPALLING CUSOTMER SERVICE? Oh sorry that is "Custmer's Serve Us".

Had an Eoc computer board replaced for $400 for my kitchenaide superbra oven in aug 2011.Receipt states 90 days warranty.Since a new part was being installed the short warranty didnt seem to be an issue.Feb 2012 the EOC started to go in and out..and now it is out.Cant use the oven !!!!I opted for a new part rather than refurbished so this would not happen as I read some reviews that this is an on going issue with these ovens. I can not afford another $400 replacement part.There is something Sears should be able to do to stand behind their brand.I need an oven!!!! please help with this matter!!!

The procedures of the Sears Protection Plan do not make sense, financially at least. A Sears washing machine repairman just left my residence from where he ordered three replacement parts to repair my 11-year old washer. Cost of these parts amount to $346.40, plus labor, for a total repair cost of almost $500.- Of course, at this point no one can be sure that other parts may have to be ordered later to complete this repair at an even higher total cost. In the meantime I am being inconvenienced with a prolonged washer outage with associated costs for laundry service. I just spoke with Martha and Lopoya of the Sears Protection Plan at 1-800-469-4663 and pointed out to them how it does not make sense financially to invest $500 of repairs in an 11-year old machine that is prone to repeated breakdowns and additional maintenance costs. Their decision to proceed with this expensive repair when a new machine could be procured for about the same cost appears absurd. I cannot think of any other financially responsible individual or company that would invest this amount of money in an old, unreliable washer worth practically nothing. Personnel at the Sears Protection Plan feel that it is the repairman decision to repair regardless of the cost involved. Of course, the repairman himself told me that he probably wouldn't have a job unless he continued to fix old washers! But, shouldn't there be someone else higher up in the chain of supervision who can evaluate the repair costs and make sound economically repair decisions? I would like to believe that we all strive to cut cost, except apparently in this case.

I purchased a riding lawn mower with the extended warranty in August 2011 in Alabama. Less than 6 months later the mower is having transmission problems. I contacted Sears and it has been 3 weeks and no service man has come out. I was told there was no service man in the area. Did you not know this when you recommended the extended warranty? Customer service is horrible and no one will provide the number to the corporate office. The customer service rep I spoke with today hung up in my face. Another rep asked me if I could find someone to repair the mower myself. In the mean time, the grass is growing and I have to pay someone to mow the lawn when I have a $1,000.00 lawn mower and extend warranty from Sears. This is criminal and will be reported to the BBB and Consumer Affairs. Businesses should be held accountable for their actions.

Never seem a customer service like Sears has. My grandmother retired from Sears and I hate to admit it. My husband and I have been trying to order something since Friday and we go all the way until it said at the end this item is not available at this time, however we have contacted 2 stores that have the item but cannot shipped it only if its 50 miles from the store and they charged you a service charge of 69.99 during the week and 79.99 on the weekend. The item that were trying to purchase is on 59.99 why would you pay a service charge more then the item. I suggested ship by UPS or FEDEX and they said they do not do that. So we've been waiting since Friday for a call from Administrated Asst. in Kansas City and have not heard from her or him as of yet. This is frustration when you know that it's available at one of the stores. I even suggested that I would go to UPS or FEDEX and pay for the shipping. Not sure what they will do as of yet. Only 2 of this item is available. That's why were trying so hard to get this.

I ordered a washer and dryer Electrolux. The installer told me that they did not have the steam kit for the dryer so they could not complete installation. That was Wednesday 5-2-2012. I called the store and a nice man said he could mail it, delivery could pick up and install or I could pick up the item. I asked for delivery pick up option and he said he would contact customer service and call me back. He said delivery would pick up on the 3rd and install the 4th. I called on the 3rd to check the time for install. Then everything went bad. I was told that the part was not picked up and there was no time set for final installation (on the 3rd). They asked me to wait because I could still be called today. I called again on the 4th explained the situation a third time regarding the steam kit and the person said that I would be contacted between 6-9pm for the install time. Today they delivery / install arrived and they did not have the steam kit for installation. I talked for 20 minutes to customer service person, which referred me to the manager about this situation. The manager admitted that my file never mentioned, after all the calls and time, I spent of the phone with several different people that I was missing the steamer kit. Why can’t someone just do the right thing, pick up the part and finish the installation?

Please all listen. Lets all get together hire a lawyer and get this sorry company out. All of us together could get good lawyer and split the fee a hundres ways and put this company to rest.

If I could give zero I would. I purchased my appliances from Sears and less than 1 year, the oven burns out. The repair person came out and told me the part would need to be ordered and I would have to allow 2 weeks for the part to come in. That was only the beginning of the nightmare of dealing with the repair division of Sears. On the day of my appointment, 2 weeks later, I arrange time off and wait for my 4 hour window. No-one shows. I call in and they tell me the tech is running late. Still no-one shows. I call 2 hours later and I am told the tech has signed off and gone home and they will need to reschedule me....a week later. Today I sit here waiting for 4 hours after rescheduling my morning. After 4 hours, I call in. I am told ....again....the tech is running late. I ask to speak to a supervisor and I am transferred to the Sears Customer Service Center. The person speaking with me can barely speak english and is unable to comprehend that I can no longer wait for the technician as I need to go in to work. I ask to speak to a supervisor and I am told that none are available. I finally get through to the phone rep that I need to leave my house and I am told the next appointment is in 1 week. I am so angry with Sears that I am canceling my credit card after 20 years and I am vowing to never set foot in a Sears again. This is the worst service I have ever received from any retail store.

I'm a 2nd generation Sears believer, well I use to be until the appliances I purchased at Sears in St. Charles Town Center in Waldorf Md. were delivered, 1st, the wrong refrigerator was delivered,the contractor couldn't hook up the Washer and Dryer and just left that to us, could not place the stove in the location we wanted, as we wanted it.We bought a refrigerator, stove and vent, dishwasher, washer and dryer and a Lawn Tractor pretty good sale for Sears but not for us.I remember how my Dad use to brag about Sears and the techs that work for them; well that day is gone.To say I'm disappointed just don't get it, dissatisfied is a better word.When you call to complain about the service you received, you get the song and dance and talk to not even someone that can answer a question or help you. Worse business deal I have ever made or been a part of.BUUTTTTT I have a choice and that is to NEVER do business with SEARS again.

I have a major complaint concerning the technicians that has been to my house about 5 times to fix my washer and now its knocking so loud you can't stand it. This is how it started. I made a repair app because of a sqeeking noise. A tech came out and said it was a bearing. He ordered the bearing and 2 or 3 weeks later a different tech came out to put in the bearing and he said the previous tech had mis diagnosed the problem. This tech said it needed a whole new transmission. So we waited on parts for over a month and then these same two techs came out together and installed the transmission. Then after a couple of uses the front panel fell off the washer. I then noticed a knocking noise. About 2 or 3 weeks later a different tech came out and put the panel back on. But now the knocking noise is alot louder and its so loud, all you can hear is the washer when its running. And a few minutes ago after a wash, we found a bolt and a piece of metal with a bolt sticking out of it in the bottom of the tub. Plus the techs that installed the transmission left a bunch of junk in my front yard, all the old parts. If sears can't send someone out here thats knows what they're doing, I'll just take my business elsewhere. There is no excuse for but we've been thru with our washer. And now we got to listen to it knocking til the 12th unless it falls apart before the 12th. Any effort on yalls part to give me better service will be greatly appreciated.

I WOULDNT EVEN GIVE THEM 1 STAR THEY ARE THE MOST HORRIBLE COMPANY EVER, I WOULD HAVE BEEN BETTER OFF GARBAGE PICKING! IF YOU ARE UNDER WARRANTY FORGET IT YOUR SCREWED MAY AS WELL GP BUY A NEW A REPAIR MAN CAME TOO MY HOUSE WHEN HE FELT LIKE IT NEVER CALLED NOTHING OH THEN ANOTHER COMES OUT HE CANT FIX IT THEN A PHONE CALL SAYING THEY CANCELLED THEY DONT CARE THAT PEOPLE WORK WHY DONT THEY JUST GIVE ME A NEW WASHER AND THEY CAN WAIT FOR IT TO GET FIXED BY THERE A&E SERVICING COMPANY I CANT BELEIVE A LARGE CORP TREATS PEOPLE LIKE THIS.

If there was a rating with no stars, I would have selected it! We have been loyal Sears customers for over 45 years, but it stopped today. We purchased a new washer/dryer last June and still had time left on the warranty to our old washer. I immediately called after the delivery men left and asked for the additional time to be put against the new washer. Was told that it was applied. Now I find out that the remaining 10 months were not applied. I called today and after talking to 5 different people and giving the sames information 5 times that they were "really sorry" but it couldn't be done. I told them that I would just start writing letters and making calls and was told then that I could have the current policy extended for 3 months, I said not enough. Then after being put on hold while she contacted her supervisor I was given the option of 5 months, half the time they owed me. Again I told her that was not good enough. She just kept "apologizing" and I asked how much the refund would be if I cancelled all the service warranties we were carrying (4 total). She gave me the figures and I told her to cancel all of them. I will never be a Sears customer again for major appliances or at least not take out any extended warranties. We used to live in a big city and it was easy to have things repaired. We moved to a small town and have to wait no less than 2 weeks now and the last time I had my sewing machines sent off for service they both came back with major problems. They were sent off a second time and came back worse. I don't know what is happening with your service department, but you need to make major changes or will continue to lose major customers.

I went to your auto store in Alexandria Va because you were advertising a coupon for oil change. The promised time was 3:00 my car hadn't been taken in by 3:10 so I informed an associate. I waited a half hour then left. You're associates should not make promise times unless they can see them through. When questioned why it was taking so long the reply was we have too many cars to work on and not enough mechanics. I was in customer service as a manager--this is not acceptable who trains your associates ??? This is why there are so many negative reviews on your company. If I had been approached and explained why this service was delayed I would have returned tomorrow instead due to poor customer service I am sending this negative review to you and telling my friends so they don't have this experience. Patricia Petrie

I have been trying to return a camera to have it fixed which with my warranty should not be a problem, however we have brought the camera in to the store 3 and have talked to several managers that keep telling us the warranty we bought is something diffferent than we actualy have. We have been insulted saying we could have cashed in the warranty and they wouldn't know about it and now the camera has been sent back to us from the storeso that we may send it away. We have called to ask where to send it to be fixed (which with my warranty is actually not what we are suppose to do but to appease the horrible, misled store employees we are willing to try) they told us the problem with it is not covered! It actually is but everyone we talk to tells us we have a different warranty than we have. Customer solutions keep telling us what we know and they have been very nice andf helpful however the store employees keep arguing with them also. The store manager herself, Jasmine of Shoppingtown mall in Syracuse NY, was very unhelpful and rotten when we tried to speak to her aboput all this. We waited dor her to call back for a full week and received nothing. I was not aware of the new policy Sears had adopted of ripping off the customer, lying to them about it, and insulting them through the whole process. I am contacting the attorney general and a lawyer if this situation is not taking care of soon. All I want is my camera fixed!!!!!!!!!!!!!!!!!!!!!!!!

I bought a Kenmore water heater at the Pearl Ridge, HI Sears with the installation on November 18, 2010. Unfortunately I just found out on April 15, 2012 from the house inspector that the water heater installed by Sears is not in compliance with Hawaii safety code standard. It is a safety hazard and fire hazard. I called the local Sears store immediately at Pearl Ridge, Pearl City HI to have them correct the installation. My call was transferred from one department to another. They gave me a claim number. The Sears representative informed me that Ms. Ashley of their claim department will be contacting me. It's been a week and I am on my third attempt to follow up on my claim with Ms. Ashley, but she is never available. I left messages on her phone recording but she has not returned my calls. I will be making another attempt to contact Ms. Ashley this week, if I cannot reach her or if she does not return my call. My next phone call will be to a lawyer!