Sears Corporate Office & Headquarters

Sears, Your company doesn't only not care for customers, but also very crooked company. Are you in with the CITI credit company. We will now be watching on how you say that you will look into a transaction that was not ordered by the customer and by making customer wait for months for an answer. But when you write customer saying that you can not help them and charge them $35 a month while they are shure that you want charge them for something they don't have make them pay the bill plus the four months at $35 a month. How many thousands of customers are you doing this to with CITI helping. One hundred customers for ONE month is $3,500. Now tell me that Sears is not crooked and does not care about any customer. You know your company is going down and WILL do all I can to speed it up. But the crooked money you are getting off customers will cause it to take a little longer for you to sink. Will never be in any Sears store again. five star is for being smart enough to do the crooked things to your customers, because all the money your rolling in is not money we spent at sears. x customer and 25 year x emp.

In additional to my previews review, I think you should start to train your store employees, especially what is so-called CUSTOMER SERVICES. None of your employee want to take one step up to try to solve the conflict and boost up the sales. In my situation, if your employee cannot make decision, she should escalate to her manager or the dept. who have the authority to make the decision, and solve the issue right there. If your customers are satisfied with the answer, then they will buy and they will come back. Like today,I am planning to buy, but end up walk out with disappointment. Honestly, with my salary I dont have to care about the $100 different. I really care about is your employee has NO "CAN DO ATTITUDE". In nowaday, it is very easy to find some good employee. If I am the manager on the floor today and I saw this case, I will fire all 3 employees, sales + the supervisor, because none of them are capable to nail a sale. Although it is not a big case, but it worth $1000+. The bad things, it gave me a very bad impression. I am pretty sure, my entire family + all my friends won't use your services or buying any products from your store any more. As what I read on previous reviews, I think Sears, you really need a good luck if you are continue with some employee who just standing there for regular base pay check.

I am completely dissatisfied with Sears. I am on my SEVENTH attempt to get someone to fix my washer. 3 repairman have come out and have said its fixed and its not! On the 4th attempt, at 5 o'clock repairman still didn't show up. 5th attempt they cancelled because someone called out sick and 6th attempt they SAID they called at 4:45 to say they were on there way but no one called, and they cancelled the appointment. I had just called customer service ten minutes beforehand to make sure someone was on there way. The repairman LIED and said he called. I have never heard so many apologizes in my life without someone doing something constructive to help. My next phone call is to a lawyer to get my money back!

I really wanted to write a personal letter via snail mail,but cant find adress. anyway I have been a sears customer for many years, I am so sorry to read how bad service has become. I went to the sears at the mall I walked thru the store , very few people there. I saw 2 sales girls in jewelry, i in perfume, 1 at check out, no one in womans ,lingray mens, childrens ,1 inteensection. no one approched me asked if I needed help nor spoke or smiled. I relize were in trouble in this nation,but what has happened to people at work, they have a job , they are lucky, where is their work ethic, common courtsy. I did not go to the appliance and tool area, though there seem to be a lot ofcomplaints from there. your letters to adress this are a mere bandage, action is the answer . I REALLY hate to see what has been a wonderfull store fail, I get better service at your K-Mart stores. also in womens clothing section there was such a stong oder of moth balls it was hard to breath, only one section. PLEASE DONT GIVE UP DO SOMETHING. GOD BLESS YOU

I purchased a vaccum cleaner from the New Hyde Park store in New York in September, 2011. After owning the vaccum cleaner for seven months, I noticed the dirt was not going into the dirt cup and the motor was hot. I returned the cleaner back to the store and it was sent out for repair only to come back with the same problems. When I spoke to the manager in the repair service, he states that the machine was fixed and checked over and insists the vaccum cleaner works. How can it work when the same problems still exsist. I feel as though they just took the machine, put a tag on it and sent it back to me in the same condition as I gave it to them. Called Corporate and spoke to a young man who was of no help at all. I am taking this vaccum cleaner back and asking for my money back. I have noticed that Sears products do not stand the test of time anymore and I now understand why they are closing so many of their stores. Poor products, poor customer service, just plain poor.

I am extremely frustrated. We purchased a washer/dryer from a local store along with a stacking kit. The washer/dryer was delivered today but no stacking kit was included. I told the driver (Ernesto) that we had indeed purchased it and showed him the receipt. I called the store and they said they didnt have one in stock so I asked the driver (Ernesto) if he could wait while my husband went up the street to Home Depot and purchased another stacking kit. The driver (Ernesto) said he could not wait because he was hourly but that all I needed to do was call back when I got the kit and they would send someone right out. I asked him "they will send someone out today?" He said "Yes, they will dispatch someone within a few minutes." and He(Ernesto)called the Delivery Care Team and reached (Phoebe) he informed her that the stacking kit was not on his form. I then asked to speak with Phoebe and asked her if she could go ahead and dispatch another setup team since my husband was on his way to get the stacking kit. Phoebe said she could not because we had to physically have the stacking kit before she could setup another appointment. I hung up with Phoebe at 11:33am cdt. The driver (Ernesto) did not complete the setup- He never hooked up the washer and of course the driver since it was supposed to be stacked...I called the Delivery Care Team back at 12:33pm and spoke with Sofia and told her that we had the stacking kit and for them to send someone back out to complete the setup that we paid for. She placed me on hold for some time and then came back and said she had reached the team and that they would be calling me to give me a window of time for the setup. After several hours of waiting, I called the Delivery Care Team back and reached Jayzee. I explained the situation to her she put me on hold and said nobody would be coming because the delivery team was now behind schedule and they had orders to fulfill for "their customers." I told her they needed to send someone back no matter what time because I had taken off work to be here and cannot take off again I was "their customer" first and my order had not been completely fulfilled. She said it was not "our problem that you did not have a stacking kit." I asked her whose problem it was, because it certainly wasnt mine and I bought it. SHe said "maybe the store." First of all, who are these people that you guys have answering the phone and where were they trained to talk to customers? Second of all, what happened to servicing the customer? That's what customer service is-not just anwering a phone and telling the customer they are SOL because another group within Sears didnt do their job. I told Jayzee that she needed to get on the phone with the delivery team and find someone to come out and set this up. Ernesto, the driver had already informed me that it would only take 20 minutes and I dont care how behind schedule they are, there was surely someone in my area that could take 20 minutes and do the job that we paid for. She very nonchalantly said "I've already told you they aren't coming." I told her to find me a manager. The manager happened to be-----Phoebe! I said Phoebe I spoke with you this morning regarding this issue and you said you spoke to the route drivers and someone would be calling me and then coming by today. She didnt want to address that and said she didnt have any notes that she had spoken with me. She then went on to repeat what Jayzee said and I told her that Jayzee had said it wasnt her problem or her fault, she said well maam I dont know what else to tell you. I told her she needed to tell me that someone was coming back out today to do the job I paid for! She said they had other customers and couldnt come back out for 2 days which would be on Sunday. I said 2 days? Sunday? Today is Tuesday and 2 days from now is Thursday! Again, I ask who are these people that either dont know how to count, or dont know what the current day is? When I pointed this out she said well Sunday. I said they could send Ernesto or whomever back out to pick it up on Sunday because I didnt want it and I'm not waiting until Sunday after they LIED and said someone would be back today. She then placed me on hold and said she would try to contact the Warehouse. After several long minutes she said she didnt get the Warehouse but she didnt find someone that said they would be out tomorrow morning. By that time I was already on another phone with Laura at Sears Customer Relations (800-549-4505). She verified that she saw a delivery date of tomorrow (4/18/2012). I asked her who I could call if they did not show up again because not only would I not be keeping the washer/dryer but somebody from Sears was going to have to pay me for taking off a 2nd day of work due to their mistake, treating me like my over $2100 purchase was peanuts and telling me that it was not their problem that there was a screwup within the logistical chain. She said I could either call her group back or call 800-479-6351 which is Customer Solutions. I am beyond frustrated with Sears right now and it remains to be seen whether this will even be resolved tomorrow. I do know that I'm losing money by sitting here all day today and again tomorrow and I still do not have a functional washer and dryer. This is beyond unacceptable and I want this issue escalated to the corporate level so they will know exactly who and what type of people they have working for/contracting with them.

Just writing to let you know I will never purchase a Vacuum from your store again. I will not be purchasing any appliance there from the treatment I recieved. I bought a Vacuum and brought it back twice in the 30 days because the Vacuum wasn't working and pieces broke. I have since brought it back to the repair center where there was a two week wait , along with anouther week delay to get a part, having pets this is not an option to not have one available for that time period. Recently I brought the Vacuum in again it wouldn't turn on at all. I went to the repair center and they said it is a week and a half out to get it repaired. I said let me see what the appliance depart me can do for me. Well we are closing and we can't wait for you to see what they , so you will have to bring it in tomorrow because they will just send you back here. I wanted to see if there was something I could work out with the appliance department only to hear there is nothing we can do for you and being sent back to repair which is now closed and I am suppose to make anouther trip in tomorrow. The Employees were rude and I got the attitude of there is nothing we can do for you .. You buy the Warranty thinking it will save you money and that is just not the case because I will now end up buying a reliable vacuum at a place where they can Accommodate and not make me wait weeks to have a working product. I have never been to a place that have been so unwilling to work with me and not even being able to try and work something out . My Impression of your store is not good and if asked by someone where to get a vacuum or appliance I would not recommend your store. Sighed, Very disapointed

I would like to know how much sears spent on the ad campaign for lowest prices on appliances. Only to have such a poor appliance team in the Dulles va sears store. When you walk in they are like sharks. My wife was ready to buy a stove. We looked at them and the sales associate was very eager to move on to a new customer, he was shocked when she said she would take this one. I went on to get a $50.00 frig filter, when I came back to my wife, we were leaving without a stove. The sales associate was belligerent to my wife forcing her to buy the warranty on a gas stove. He kept asking her why wouldn't you buy the warranty. She kept saying she did not want it and he kept forcing it in broken english. We went to home depot who had the same price and did not have a 179.00 fee for delivery. Sears needs to learn from home depot as they were so nice in taking the time to make us feel comfortable on a purchase and installation. The best. The 4 year old kenmore refrigerator ice maker broke on the push to dispense. The part is on the outside of the door and can be removed with four screws. Problem is sears does not sell just the part, you have to buy the whole door. OK, door is $687.00 and get this, no longer available anyhow. There products, service, and sales are so far off. You really need to take half your ad budget and work on training employees.

Face it Sears: You are a big-box chain store in a big-box industry that has to rethink smarter, wiser and more efficient. Instead, you have driven your customers elsewhere because you have dropped even a pretense of empathy for your customers or the trouble that you cause them. You can't fix this with marketing alone because the facelift merely hides the blemish that is caused by the cancer underneath. Get economical radiation to kill the cancer that has killed your customer service from the top tier of management all the way down to your lowly sales and service crews. You have to fix that before you can worry about anything else.

Dear Anita Gonzalez, My name is Stephanie L. and I am with the Sears Social Media Escalations team, we would first like to apologize for the oversight concerning your spare tire. We would also like to apologize for the manner in which your repair was handled. Unfortunately our repairmen are unable to carry all parts on the service trucks; however missed repair appointments are never acceptable. 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 appointment was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Anita Gonzalez 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 Clarence, My name is Stephanie L. and I am with the Sears Social Media Escalations team. I have just read your post and we would like to apologize for all the frustrations surrounding the delivery of your Nordic Track Elliptical. We understand your time is valuable and the continued rescheduling for the delivery can be distressing. We are especially sorry for the way our retail associates handled your issue. We expect our associates to build customer relationships, and it does not seem it happened. 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 elliptical 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 Clarence 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 Ella Allen, We are truly sorry for the poor experience you have encountered concerning the delivery of your refrigerator, range and microwave. We are especially sorry to hear that the order itself did not transmit correctly through the system. We appreciate your patronage and understand your frustrations; we would like to further speak to you concerning your experience. 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 Ella Allen 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 Sorry I EVER Shopped at SEARS! NEVER AGAIN, My name is Stephanie L. and I am with the Sears Social Media Escalations team. I have just come across your post and wanted to reach out. We are truly sorry for the frustrations you have encountered with our customer service. We entrust our agents to build customer relationships with our customers and it does not seem this has happened. We would like to contact you and speak to you further concerning not only what has transpired, but to also look into what it is exactly you are having a difficult time returning. 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 “ Sorry I EVER Shopped at SEARS! NEVER AGAIN” 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 jim burke, Please accept our apologies for the poor customer service you have received, not only with the poor explanation concerning the difference between internet sales and retail sales, but also for the inappropriate delay in service on your vehicle. We would like to look further into this. My name is Stephanie L. and I am with the Sears Social Media Escalations team. 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 appointment was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “jim burke” 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

today I went to the sears auto store in pembroke mall virginia beach va. I purchased two tires for my vehicle. I showed the sales person the internet page from sears explaining an additional $20 off when purchasing more than 200 dollars in tires. He told me he was not the internet and would not honor the difference.I also showed him that the tires were less on the internet than the store. again he said I am not the internet. I was told the car would be ready in one hour, when i returned the vehicle was sitting on the lift and hadn't been touched. Mind you I was one of the first customers of the day. The mechanic was sitting around with his friends talking and answering his cell phone. when I told the salesman what was going on he said he could not tell the mechanics what to do.Only after I spoke to the mechanic did he begin changing my tires. total time over two hours. I will never use sears again especially when you advewrtise a cheaper price and in fact that wasn't honored by the sales dept.

On March 20, 2012 my husband took our SUV for an oil change. Thereafter, on March 31, 2012 I seen oil on my car porch. I could not believe my truck was leaking oil. I waiting a few more days to watch waht was going on with my truck. My husband did not believe me when I told him that the truck was leaking. The first thing he said is that "Sears are going to fix that leak because they are the only one who does the oil change. In short, I call a Sears Manager on yesterday April 4, 2012, to discuss what was going on with my truck. She tol me to bring the truck in to get it check out. Thereafter, I took my truck and when I arrived at Sears in Lawton, Oklahoma I spoke to the manager there who name was Gary. After I told him what was going on. Later on, after Gary check my truck out. He accused my husband and I of tampering with the oil seal and then later on, he call me and told me the oil pan was damage. Also he told me that if my husband and I purchase the oil pan, he would cover the all the labor. Gary mad excuses for his workers wrong behavior that was their responsibility to fix what his workers broke. Also Gary false accused my husband and I on something they were at fault. My family and I are very disappointed with Sears service and management department.

They have the worst customer service ever! I understand that everyone is trying to make a buck and times are hard but here's the deal people dont offer rewards programs and coupons to get people in your store if your not going to allow people to use them! You might also want to train your employees so that they are all informed on the policies and procedures. I spoke with 3 different people and received a different response from each one which ultimatly resulted in a "yeah we can't help you" and I was hung up on....BY THE MANAGER!!! I'm cutting up the credit card that I have with them and taking my business else where. There are a ton of places out there that know how to treat their customers and appreciate their business and those will be the stores that I shop at even if it does cost more!!

Sears has GOT to be the store from HELL!! And, their sorry excuse for Customer Service is even WORSE...rude, arrogant smart-@##es who couldn't care LESS about customer satisfaction!!! They read from "scripted" windows, and EVERY time we've called, it's a repeat of the EXACT call we had before!! We have been mentally and emotionally drained from having to deal with Sears for FIVE DAYS! The store we purchased from said "just bring in the receipts, and we can take care of this in a few minutes." That was FOUR HOURS. Then came NINE HOURS of arguing and being passed from one department to another on Monday. Add to that, another trip to the store where we were LIED TO about a replacement product, which we came home and researched. Then, add MORE TIME WASTED on calling to demand our money back, which we've been told is "just not going to happen". Today is Thursday, and still no resolution. I guess Sears thinks customers have nothing better to do with their time than to stay on the phone making endless phone calls. This is supposed to be our Spring vacation time, and it has been ruined thanks to the ABUSIVE RUN-AROUND that Sears has put us through!!! And the problem is STILL not resolved!!! We can't sleep; we're drained each day; and, our heads are throbbing!! Maybe they think if they wear you down enough, physically and psychologically, you'll just go away!!! Don't call Customer Relations, because THAT'S where your nightmare will begin. Oh, and the Escalations Department is actually a code name for "We just agree with everything you say before we pass you on" Department!! Satisfaction Guaranteed?? Not HERE. Sears is all about guaranteeing satisfaction for SEARS, and SCREW the customer!!! So, they sell you faulty, if not defective, products and then refuse to refund YOUR hard-earned money, or give you pure HELL over adjusting the cost of a comparable replacement (we're talking 100-200 dollars difference)!!! But, wasting OUR time, which is valuable to us, doesn't mean a D@##ED THING to Sears!! We have called the Corporate Office (IL), repeatedly, and are STILL waiting for an answer!!! I not only understand WHY Sears is going out of business, I can't understand why there's not a class-action LAWSUIT against Sears!!! Giving them ONE STAR is too much of a compliment!!! Sears??? After being a 30-year customer, NEVER AGAIN!!!!!!!

I purchsed a frige, range, microwave on Feb 26 and as of today have not received them yet. The first delivery date was March 16 on that date on appliances when calling the store I was told order did not transmit had to re order would be delivered on the 6 of Apri get a call on the 5th wrong zip code entered would have to be re rang and a new delivery date scheduled. I have never had a problem with kitchen appliance but after this nightmare I will not ever order anything from Sears again

The worst shopping experience in my life was at the Sears retail store in Newport News Virginia. Still I am currently dealing with this issue. A few weeks ago, I purchase a NordicTrack elliptical E9.0. My first shipped date was delayed, so I contacted the store and spoke to an assistant manager. It was humanly impossible to speak to the store manager. The assistant manager (Justin) filled me with a lot of empty promises; I was given another ship date. As the next shipping was approaching, I planned in advance to take off from work, so that someone will be home for the delivery. So, on the day of the delivery, I call the store just to make sure everything was in order. Not knowing that I was almost in for another delay. Justin stated, “My order was not in stock”. Now this was my delivery day. Plus, I took off from work. So a few minutes later, Justin called me back and said that he found one in the back. But for some odd reason, it did not show up in the computer. I had to wait for an assembler to arrive so the elliptical can be put together. At the point, I was so frustrated and ended up talking to another assistant manager. Yvette assisted me up to the point of my in store delivery. It arrived to my home about 6PM that night. So, I never got a chance to try the machine until today; however, it never happen because the machine had a loud knocking sound in the motor. Had to call sears again… This machine cost me over a thousand dollars. Need I say more???