Sears Corporate Office & Headquarters

before any one spends a dime ,go somewhere else.........sears has screwed me for the last time.new lawn tractor 4 hours of use now sounds like the whole pulley system is coming from underneath. techs 2 of them cannot figure out problem.techs ordered some parts saying maybe will fix problem ... they don't know for sure....i have talked to corporate office louie its like talking to a wall ....they care nothing about the consumer once they get your money...its been 2 weeks. they say having problems with vendors...not my problem.. sill my lawnmower sets $ 1331.46 paper weight.. no promise of anything yet. still my lawn grows. i gave sears some free advertisement yesterday at the mall...i put signs on my trailer that said ( sears screwed me . are you next?they had police try to arrest me for criminal trespass....i was issued a warning ... for free speech this is how sears will do you .....instead of doing the right thing .... i have written enough tired of writing ....wasted enough time with sears...oh by the way this was bought at southwest center mall in dallas texas

I attended a Sears in Memphis to apply internal customer, I am an external customer as I shop there often. There was is a nice Manager by the name of Demetrius that I shop with often, by the way---he gets a 5. However, Odessa in Human Resources was terrible---I waited for an eternity and was asked all kind of personal questions that had nothing to do with the management position I had applied for, she told me about her health, asked if I were married, asked if I knew her sister---I am in my thirties; this lady is in her late 60's. Anyway after waiting so long--I left and when I returned I was told the Store Mgr told me to go home and apply on the intranet your internal system when my application had been filled out. I then proceeded to leave and asked for the GM he came down and told me I could apply in the store, but they were unsure of the process, since he had been with Sears forever. Odessa just does not know her job and is breaking employment laws by asking off color personal questions to people of other racial decent. I am going to call the department of labor and eeoc. This is unbelievable--and a horrible representation of Sears companies every where.

They do not deserve even a star! We took credit to buy a Craftsmen lawn mower a year ago. Next purchase at auto, to check my spare tire to see if it needed air or to be replaced Also to put in a new battery. Rep charges for tire fix only to leave my spare flat and never told me. We I needed to change the tire and use the spare.... you guessed it, FLAT. Then service for my LG washer,repair comes out a little late outside of the windowed tuime slot, tells me my part is not on his truck but 13 miles away on anothe SEARS truck, Too lazy to get it, he said he would return on Monday with the part. Charges me service fee and labor.3/4 of the total cost of the repair. Monday comes, I'm waiting to no avail.I call SEARS andsurprise they tell me that he would not be coming as he said. So he lied! They scheduled a date almost a week out although they have my money! So empathy for the customers, just money driven. The manage going by the name "Necey",said they she would only reture my cost for the part , not the service call fee. I'm st uck with SEARS on their term or I'm out of the money. I wished I had called another relaiable company. I will be canceling my account with them as soon as this problem is resolved. Everyone should read these reviews before selecting a service company. I never expected things would be this bad.

On March 29th 2012.I walked out of my sears job..Im 47 shopped at sears most mylife.When sears actualy cared for customers and people.I have seen some very shady things.As a cashier your treated like dirt.Thanks to sears good employment i'm disabled in 1 foot.I feel for all you customers I really do.Cause the good associates get treated badly.So if your treated badly you should see how thyey treat there employees.I was yelled at for calling for a managers approval to make a customer happy.Over and over.There was 4 MCAs working in the mens and kids.And no one could be found.I'm in a permanent brace now.I was told I need to keep paging MCAs by name..But they all was on break or 1 was on her cell phone.Then at 1 point the ASM came outed me out in front of customer that I walked out.Sears don't want good employees.Plus was made to stay an extra 30 minutes they say to clean.But in real cause teenagers come in late.I bet my work comp will never come in they jack the customers and the employees.Sears in Independence center is poorly ran.

It took me over 3 weeks to get an appointment with Sears through American Home Shield to fix my built in Microwave. The appointment was between 1 pm & 5 pm and they were supposed to call me the day of the appointment, which was a week away to let me know exactly what time the service person would show up. The morning of the appointment I prepared veggies to be put in the pressure canner but waited to pressure them until after the appointment so the stove would not be hot for the service person. At 3:30 on the day of the appointment I had not heard from sears so I called to verify they for sure was coming. The person answering calls said he would check with dispatch and has them call me with a time. About 3 minutes later I got an automated phone call informing me my appointment had been canceled and for me to call to reschedule. I called to reschedule and needless to say I was not a happy camper. The appointment they gave me is a week and a half away! They said dispatch had overbooked the service which was coming from Houston…Do you believe that? I don’t! I ask for a local number so I could voice my dissatisfaction but he said he was not allowed to give out that info. All I can call is a call station out of state and I might get someone in the United States or someone in the Middle East! The rescheduled for a week and a half away from 8 am to 12 pm only fro an automated call to tell me the tech. was running behind AGAIN and it would not be until between 12 pm and 5 pm for him to arrive. I have been over a month now trying to get my microwave fixed. This is ridiculous. I am not happy! My time is as valuable as anyone’s and I have been given the runaround with this repair.

I called for home service on my lawn tractor and was connected with a foreign call center that did not have a clue on how to speak English and answer questions. The person could not understand English well enough to understand ANY requests. Due to the lack of English skills of the call center I was barely able to make an appointment for 800am until 1200noon and specifically requested as early as possible in that time frame. I am waiting for the service truck and called Sears because the time frame is almost over to see when they would arrive. I have a business appointment and can't sit here all day waiting for the service guy. I finally got through to an English speaker and found out the service guy is running late and would arrive AFTER the agreed upon arrival time and that meant I would have to break a business appointment and loose money if I waited on his arrival. They offered another service date of 12 days from now but that is too far away and I will be on a business trip. The lady said that if I could not wait for the service guy and I was not here when he arrived they would bill me anyway even though they would have done NO WORK. I reminded her that Sears failed to fulfill their part of the contract for service so I would NEVER pay for work not performed. It is their fault they are late. I called Corp HQ and got a guy that was rude and not concerned. Sears used to be one of the great American companies. Now it is a FAILED waste of time that will soon be out of business due to the loss of customer service. GOOD RIDDANCE to SEARS!!!! If you work at Sears your job is going away because of the poor performance of Sears Corporate and their BAD business decisions.

March 29, 2012 Dear Sir / Madam: It is with sincere regret that I write this letter regarding my experience with your company. On February 23, 2012 I called to schedule a repair for my microwave. Needless to say, my range, refrigerator, microwave, washer, dryer, central air unit and furnace are all insured with Sears. Three service calls were scheduled and missed by your service repairman. Please be advised that several calls were made during the appointment dates before I learned that the appointment had been cancelled or rescheduled. On the last date (3-10-12) I waited all day to be told that the service man would simply order the part without coming out. I was in disbelief....I wondered how it was possible to order a part now and not 3 appointments ago. After speaking with a dispatcher manager I was told the repairman would in fact be coming out.....Needless to say, he never showed. During this ordeal I was promised 100 gift card by Vincent when the first appoint was missed. I was then promised a second gift card for 150 when the second appointment was a no show....and after the third I was promised a 250 gift card by Jerry, the manager. He assured me that the total amount of gift cards would be 500. However, today when I called I was told that Jerry was no longer with the company and that the gift cards had been returned. The representative went on to explain that it was for 250 not 500. This was simply appalling. Could it really be possible. I repeatedly spoke to Jerry regarding my ongoing problems with Sears. He assured me on a conference call with Sears merchandise that the total amount of gift cards would in fact be 500. When I phoned today your representative advised me that it was noted but she didn’t have the ability to enforce what was promised. I was transferred to a manger by the name of Gill who informed me he would send 200 out but he could not honor what Jerry had promised me. I advised Gill that the promise should be kept seeing that it was in writing. In addition, I requested a number of the CEO and a letter of apology. He provided me with a promise that he would send a letter of apology....but nothing else. I would like to be contacted immediately regarding this situation. I would also like to be given what Jerry promised. After all, I did not request it...he offered it. Regretful, Eraina Smith-Stampley 708-351-9517

I am enrolled in the Master Protection Plan for my Sony Bravia television. This is the 2nd time I've had the issue with my tv. While I realize it's Sony's issue on what's going on with the tv, the struggles that I've had dealing with Sears Customer Service has been more difficult both times. The first time I was told my tv would go into a repair shop for about a week and if they couldn't fix it I would be able to pick up a replacement tv at Sears. After 2 months of them not giving me any information and me being without a tv, I finally became one of those customers that called every day to speak to a manager who finally resolved my case. My replacement tv that I got in 2009 is now doing the same thing. This time a repairman came out to my home on March 9th, 2012. He advised me that the tv cannot be fixed and that someone would be calling me within 5 days to give me an approval estimate to go to Sears to pick up a new tv. After a week of not hearing anything, I called on March 19th. After being transferred 3 times, they told me my issue was submitted on March 16th (1 day after I was already supposed to have been called back) When they didn't have any reasons on why it took so long to submit my issue or how much longer it will take the rep decided to transfer me to Sony technical support who had no clue who I was, what my issue was or even saw anything on file for my issue. She offered to sell me a $125 refurbished tv. I clearly stated no thank you and called Sears back again. After being transferred 3 times again, I was told my issue would be escalated to someone after my request to speak with a supervisor was denied 2 times. On March 21st, I received a call from a Sony rep who advised that they received my issue from Sears and told me that they would be sending me a refurbished tv as a replacement. I stated that is not very fair being that the original tv I bought was $700, then my replacement being $500 and now I'm getting a used tv that is worth just over $100 and will probably end up giving me the same problem for the 3rd time. They advised me to contact Sears again. On March 22nd, I contacted Sears again, transferred 3 times (and yes I followed the correct prompts each time I called). After getting to the "escalations" dept. the rep advised me she would contact Sony. I advised that Sony cannot help me and I just spoke to them. This needs to be confirmed within Sears or work internally with Sony. I requested to speak to a manager again twice, and denied again. The rep. advised she would send to the district office to try to get an approval on getting an estimate (like I was originally advised on March 9th) and that I would receive a callback within 2 business days. After not getting a callback again after 3 business days (March 27th) I called again and was told my issue was still pending. Had no details on timing but it would be escalated. Tomorrow (March 29th) will be 1 week exactly from when I was told I would get a callback within 2 business days and I still have no information and a broken tv. I am highly frusted with the customer service, the timing, the process, and unwillingness for someone to take control of my issue to get it resolved. Starting tomorrow I will be contacting Sears on a daily basis and will continue to escalate to whomever. The master agreement plan is a great program, however the 2 times I've had to deal with what you would think would be a simple issue has been the most frustrating situation ever.

My grandpa has been with Sears for over 42 years. He is now 89 and by himself. I have gotten to where I have to help him pay his bills. I noticed his bill said promotional offer 06/15/11 $1313.13. He had no idea nor I what it was. I called and they claimed that he did a balance transfer to pay off another bill since it had a mastercard logo. I said NO he did not, he had no other bill to payoff. I was sent to a manager who was arrogant and he said that it was a promotion they offered and my grandpa needed to opt in or opt out within so many days. First off when you look at their bill 2 pages there is so much crap on it that is unnecessary if it was on there you could not see it. They claim it was to get at 6.99% rate and since he did not opt out they just add it to your bill. No phone call, or nothing, that just do it. This has made his bill go so high that he can't hardly afford the payment. I told them they were just stealing from the elderly because they target the ones that have been with Sears for many years and are on a fixed income(social security). The manager would not buldge, said he couldn't, I told him he did not want to and he did not care. All he would say is that he could not elaborate on that. Sears is a crook and they don't care about you as a person at all. I hope they close every store they have left. They are definitely con artist and will raise your bill anyway they can. There customer service sucks and so does management.

21-Sep-2011 We had a delivery from Sears Outlet store, nothing fantastic, one of those tread mills. The delivery people scratched our wood floor (did not use blankets, or mats when moving the tread mill...go figure). Okay, call Sears who gave us Wade Edwards 8203 Water Tower Dr, he said go ahead have your floor person fix the floor send us the bill. $350 bill sent to Wade Edwards, waiting on proof of check sent out by Wade Edwards. Call Sears Outlet again, they now give us to their insurance office 3/3/2012, claim # 12022451300 a mr. Scott Linguist (866) 352-1521 x50958 who says call 3PD Mike Bar (315) 453-9727. Okay it is now Martch 21, 2012, no payment to the floor person has been made. We are fed up with this method of us calling part x, then y then z. Either Sears lives up to its damage claims or it does not. Next letter will go to corporate as well as better business bureau! No parties mentions above return calls! The bill is still outstanding for $350 in repairs Chris Muscara would like to be paid for the work he did (there is another subject, but no sears related)

Dear SUZANNE, We are very sorry for the frustrations you have been through surrounding the purchase of your Kenmore dryer. We are especially sorry for the poor customer service you received. We do entrust all our associates to build customer relationships, and this type of manner is never acceptable and it will be documented. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you in order to look further into this. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the number your dryer was purchased under and we will call you directly. Also, in your email, please provide the screen name “ SUZANNE “ 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 had a repair person come out to our house and they were very friendly and ordered the part needed. The problem I had was cancelling the part and the service to replace part. I called the number provided and they took all info and stated that they would cancel appt and part. About 3 days later I received the part and was charged. I Had to call to get product returned and they asked if I wanted to cancel install. I stated I already did and the lady said well it looks like it is still set up so she went ahead to cancel. 3 days later, I received a call that the service person was in my yard waiting. Needless to say they are the most disorganized company I have ever worked with and I am not surprised they are struggling as a company. Very disappointed. I think company is good but they have a huge mess with their service center connumication. As you read the other comments it seems to be a big problem.

Brought my car into Sears Auto for an oil change a couple months ago, also had a headlight replaced and alignment. Last week my check engine light came on. I find out there is NOT a DROP of oil in my car, and this is only 1500 mi after my last "alleged" oil change at Sears. I put a few quarts of oil in the car and the engine light went out. Today I took it back to Sears to actually get an oil change, and my check engine light came back on. I explained that they must have forgot to change my oil the last time I was there (they never put a sticker on my windshield, either), and that my check engine light is now on. They did an oil change today but said they could not do diagnostics on the check engine light. So, then the woman tells me they are not charging me for the oil change since they forgot to do it. All of a sudden her manager calls her into the office and yells at her. She comes back and says "oh I was mistaken. my boss says they did do the oil change last time." So I asked to speak to him, and asked how in the world my car could have not a drop of oil in it after 1500 miles. He said "well you have an older car and it must burn oil. why don't you learn to check it?" SERIOUSLY? then I asked why the woman told me they forgot the change it and why he yelled at her for telling me so, and he replied "oh, she was mistaken. another car came in and we couldn't change it because there was no oil in the car." I said that didn't make sense, you would still obviously put oil in a car that had no oil. And how exactly would one confuse my car that did not have an oil change with another car that they did not change the oil??? Obviously they were covering up their mistake, and were extremely condescending to boot! Furthermore, they refused to do diagnostics for my check engine light which obviously came on because they did not change my oil! My car is probably toast now! My job is 45 mi away and I have no way to get there. Their manager is supposed to contact me, and I am letting him know I most likely will sue.

Do you know why Sears is going out of business? BECAUSE THEY DESERVE TO. This is the all time worst company I have ever dealt with. I bought three Kenmore appliances - a dishwasher, a microwave, and a range and every single one of them broke completely within 3-6 months. Getting them to replace them was a nightmare and they don't have any stores within 100 miles so you can see what you are getting, so the replacements were even worse than the original pieces of crap. It took months for them to deliver, and starting a week before I was getting phone calls all night and day advising me of their useless delivery schedule. The window was from 8 to 5 (8 to 5?), so I had to lose an entire day of work. then their "Blue ribbon" department finally said the delivery would be at 9:15, so the installer, who was a separate entity, got to my house at 8:30. What time did the truck arrive? 2:30 in the afternoon. TWO FREAKIN' THIRTY!! then the other calls started. Survey calls. All times of the day and night. up to 10 times a day. What a bunch of morons. Everything about them sucks. Sears, rot in hell. Oh, and Lou D'Ambrosio? Stop hiding you craven piece of dirt.

The rating is for Sears products and service, I presume? One star or less. I went for auto repair work this weekend, got the quote, accepted it and went to pick up the car the next day. Turns out my Sears "premiere" credit card was maxed out, (at $1100.???; that's my "premiere" limit after over 20 years with this company?,) and after almost an hour of standing on the phone, (mostly on hold,) with credit central I'm first denied an extension of the credit limit and then told I'm being allowed 33% over the total credit limit... which did not quite pay for the repair work. I was stuck there answering credit questions, (my income, salary, account number, (3X,) password, rent, etc.,) in front of sales people and other customers. I've had my Sears credit account since 1990. I've always run up big totals and paid them off yearly. I am absolutely their ideal customer, shopping for anything from socks to major appliances over 20 years. It's no wonder Sears is spiraling into the ground.... they won't give credit to the customers who have a 20-years-plus track record of paying their debts. I haven't just been with Sears since 1990. I bought a lawn mower there when I was a kid and earned money mowing lawns to buy a mini-bike, also from Sears. I've shopped with this company literally my entire adult life, (I'm 50-something.) Today I'm cutting up my Sears card.

First - I never, never take the time to write reviews but this situation is the worst example of quality control and customer service we have ever experienced. While this is long - I truly hope it helps someone avoid the abyssmal service and experience we encountered with Sears. On President's Day we purchased a Kenmore gas dryer by phone through their installation department. It was to replace an existing Sears unit that we had for more than 20 years. We made it clear we wanted a quick delivery and installation - all of which we paid for on our Sears card. After being told installation would be 3 days later we got a call and it was delayed another 4 days. When installed we were charged additional money. Within days it was clear the dryer was not working properly - running all night, clothing covered with lint and what looked like grease stains on clothing. Repair arrived and said we needed a part and needed to call someone else to repair the lint problem. We were told if we ordered the needed parts it would take up to 10 days and we would forfeit our right to return the dryer. We called an outside repair service who assured us the lint problem was a result of improper installation. So we called to speak to a supervisor - literally hours on the phone, swithched from person to person and refusals to allow us to speak with a manager began. Eventually we were told we had to "build a case" to have the week old dryer replaced. We succeeded and after finally getting a mgr were assured we would receive a replacement dryer within 5 or six days and if there were any problems we could call back and the account would note we would be connected to a mgr. Neither happened - no dryer and hours on the the with several people and no mgr. Then today - a man who said he was a mgr with Customer Solutions called. He would not provide a last name and was uninterested in my concerns. He said they had nothing to do with installation b/c they contracted out so he would not assure any date for installation. i didn't contract with anyone but Sears. So now this charge for both the dryer and installation has been on our credit card for almost one month and we don't have a working dryer!! He offered a price reduction - and said basically take it or leave it. As I asked questions he became more dismissive. I finally agreed but asked for contact information for their corporate office. HE THEN SAID IF I CONTACTED THE CORP OFFICE HE WOULD RETRACT HIS OFFER!!! IS THAT ANYTHING SHORT OF BLACKMAIL?! He then refused to give me the contact info for corporate. SO HERE WE ARE A MONTH AFTER PAYING FOR THIS UNIT AND IT'S INSTALATION - A BROKEN DRYER, CHARGES ON OUR CARD, STONEWALLED BY THEIR CUSTOMER SOLUTIONS STAFF, AND THE IMPOSSIBLE TASK OF TRYING TO CONTACT ANYONE OF AUTHORITY IN THAT COMPANY - ALL IN A HOME WITH ELDEERLY DISABLED INDIVIDUALS AND INFANT CHILDREN. PLEASE, PLEASE, PLEASE RECONSIDER BEFORE YOU DEAL WITH A COMPANY OF THIS SORT.

I have alwayns been impressed with Sears and have purchased everything from my TVs, oven, refrig, tools, etc.. So I thought I could TRUST them to deliver on fitnes equipment. BIG MISTAKE! I purchased the top of line nordictrack and it was delivered not once but twice BROKEN out of the box. Now they say it is on back order and can not replace. Really they now want me to deal with Nordictrack or downgrade. I handed Sears my money not Nordictrack b/c I use to trust them. NO MORE! I tried getting in touch with their corp. office and NO ONE will give me the contact info. I am now awaiting a cal back from the SM. So I have waisted 2 weeks, 2 vacation days for deliveries and have nothing for my money and waisted time. I will ensure not only my family will never return to SEARS but all that will listen. It is a shame that a company that use to stand for something no longer cares for their customers.

I ordered a gas range and was told, as well as received a confirmation email from the representative (Carl, employee #8163110) that installation was free. When the drivers arrived, they said they weren't qualified to do the installation. So, I called your customer service and after a few calls, spoke to a case manager to escalate the issue. She said that the installation would be done for free, as promised, and got David Prince on the phone (employee #41021140444) in your installation department and he promised to get back to me in 1/2 hour to arrange for a local installer to disconnect my old stove, install and test the new one which was supposed to be delivered, and to haul away the old stove (I payed $10 to haul away the stove), and to do these services for free as he received the email I was sent and ostensibly he was doing this to rectify the situation and for good customer service. Well, David never got back to me and all I received was an email to get 20% off a stove plus free delivery. This is not what we discussed for an hour, David lied to me and didn't have the courtesy to call me back. VERY POOR CUSTOMER SERVICE!!!! No one seems to care that I missed 1/2 day of work and need to miss another 1/2 day for the screw up. I called David this morning and recounted our conversation and he asked me if I received the email and I told him yes, and he said that this is all that could be done. So I said to David, you lied to me and I wasted an hour speaking with you yesterday. Everyone apologizes to me but it means nothing when you're misled and lied to continuously. I just spoke with another customer service rep supervisor, Jason employee #630660 and he was supposed to transfer me to a manager in installation, but instead transferred me to sears.com to place an order. Please help me with some good, competent customer service. You can reach me at barwest2@aol.com, phone number 914-723-5807. I will also call the above corporate officer phone number to follow up. Thank you.

We have an unsafe Kenmore Ultrabake Oven which has caught fire in our house and needs to be replaced. The stove was purchased from Sears and has been maintained continually through our Sears Master Protection agreement. The stove has had the same problem over and over since we purchased it, that of turning itself on and heating up to very dangerous high temperatures. The most recent time, the stove actually caught fire. Luckily, there was someone home at the time who was able to put out the fire and disrupt the power supply to the stove. The stove could not be manually shut off. We are told by your technician that the problem is in the computer board which apparently regularly malfunctions. The technician has installed at least six computer boards since we have had the stove. Today, the technician had to install two boards before he was able to find one that wasn't faulty. The technician, Will Moore, as well as the customer service rep, Misty who we spoke with on the phone agreed that the stove was a fire hazard and suggested we have the stove replaced. We have also researched the problem on complaint boards and have discovered others have had this same problem which have even resulted in devastating house fires. Based on this information, our experience with the fire in the stove reoccurring and the recommendations from your own service people, we no longer feel this unit is safe for our home and would like the issue to be resolved immediately. We would like a replacement of this stove with a safe model that does not catch fire. We assume that Sears would prefer we come directly rather than us pursue this with an attorney. We look forward to resolving this issue as soon as possible. I was told by today by Chris I. at the Sears Holding Corporation that the service order showed that when the technician was spoken to, it was determined that a relay was stuck and the range was repairable. I am not suggesting the range can not be repaired. But it can not be repaired in a way which will keep it from happening again, which could result in a destructive or even deadly fire. It was the technician suggested this range be replaced. If we don't get a satisfactory answer , we will get our attorney to contact the executives. We have spent a lot of money with Sears over the years outfitting our home as well as rental houses and only ask that Sears help us with this very dangerous situation.

I purchased a cordless power drill in december of 2009, for $69.99 and I bought the purchase protect for $10.50. I used my remaining craftsman club points(which were going to expire, as they were going over to shop your way rewards)which amounted to $50.00, Now the drill failed and they are telling me to send in the battery and charger, they will send me $9.99. what? First of all the drill is what broke, Second, in there shop your way rewards program, you get your points reimbursed in the event of a failure, or return. Third, it's just a blatent ripoff to charge someone $10.50 for coverage, when it comes time for a claim you are only eligible for $9.99. I have spoke with purchase protect and have actually got a case number but I always get full circle saying all I am eligible for is $9.99...no customer service what so ever..more like consumer fraud