Sears Corporate Office & Headquarters

Be sure and complain as much as you can on this post because it want be long until it is closed. I am trying to spread the word about Sears and helping them close a few more stores. It shure takes a lot of time on the webb. Stephanie , I called Sears one week ago about my $3500.00 mower that has six service calls on it. So help me the woman said she would send the part to my house under warranty and I could get who I wanted to put it on. I am not even to tell of all the hang ups on the phone. This is the last word I will say about Sears so don't be saying Sears cares . Sears is so far gone it will never recover. This company is DEAD.

In short, the drum on my 5 year old Kenmore Elite HE3 tore apart, and needs replacement, as confirmed by your service representative. He scheduled an appointment for a week later because he did not have the three large parts needed for repair. The retail price for the parts was over $1100, but this was covered by warranty. I asked if we could simply get a new washer, since the retail price of a new washer is less than this but he politely explained that the policy of Sears is to repair not replace regardless of the repair costs unless the consumer has purchased special coverage. He could not explain why this made sense to anyone. This Monday (11 March) I was informed one of the parts was back-ordered until 24 March. I called the service department to explain that this was not a satisfactory answer, and would leave me without a washer for weeks. (For the record, the automated service line is very difficult to deal with). Again, no one could explain why it makes any economic sense to supply $1100 of parts (retail cost) to fix a washer worth much less than that. The customer service rep opened a "supervisor call back" ticket. Earlier today, the "Manager on Duty" returned the call. He politely offered a $150 discount on a new washer, which was clearly all he was authorized to do. Naturally this makes no sense to me, as a new washer would be well over $800 retail, and this washer part is under warranty. This manager also could not articulate why the policy makes any sense to your business or to me as a consumer. Faced with an inability to help me in any way further, he became agitated and impatient, and eventually hung up when I repeated my questions. The bottom line is that due to a problem with your supply chain, I will be without a washing machine for at least three weeks. Your policy appears to state that despite the fact the parts alone for this warranty repair are over $1100 retail, you could not offer me anything better than the $150 discount on a new washer. This policy seems simply illogical and wrong to me as a consumer. The fact that no one could explain why this policy exists in its current form is inexcusable. This case should not be closed, it should be escalated to a level at which someone can either take action on it, or at least offer a plausible explanation of why this is the right way to treat a consumer.

Wow, this an eye opener. I wish I would have looked into all these complaints before purchasing from Sears. I am currently going thru my own nightmare with Sears. I have a G.E. top load washing machine which I bought an extended warranty for. The machine is not even a year old and I have had two major break downs. I have been trying to get this latest breakdown fixed since Feb. 09/12. I had a Sears repair guy come out and diagnose the problem on Feb.14/12, at which time parts were ordered to fix the machine. Finally a Sears technician came to repair the machine on Mar.05/12, but only showed up with only one part. Also when he showed he told me that he was not familiar with that type of machine and left after only beeing here for 5 minutes. Also I was told he would be here in the morning so I had to take time away from work, just to have him show up at 5pm. Then I had to call Sears to arrange another time for two technicians to come out, which was today (Mar.13/12). I actually thought after all this time of absolute horrible service, it was going to be fixed today. Guess what folks, the technicians were here for about 2 1/2 hours and yup the machine still isn't fixed. Once again they showed up with only half the parts required to fix the machine. I real don't know if this machine will ever get fixed. This has been the worst experience I have ever had dealing with a major department store, and this will be the last time I ever purchase anything from Sears.

got a set of 4 new goodyear tires installed at our Galesburg Sears Automotive. installed on a thurs afternoon did not drive the car far or much, but Sun I changed the oil and checked the tires for pressure and the drive front was way down, thought ok maybe needs some air and it would seat good...NO next morning wife called said tire lite was on and tire was half flat WT? so took it out to sears automotive for a fix told them what was the problem and THEY decided to reseal the tire, didn't quite think it was it they had to put a kit on for the tire sensors in the tire.... THEIR was the problem..whom ever put on, put one on only finger tight WTH? tire alomst went flat 3 times and would of chewed the tire and my aluminum rim to schreds! I aired the tire up at home and heard and felt the air coming out around the valve stem and I HAD TO SHOW THEM!!! WHAT WAS WRONG!!!!! 1 tech came over and messed with some soap and then torqued ALL the valve stems!!! and hopefully this has solved the problem...I had to throw a HUGE fit in store. probably my last deal with SEARS PERIOD!!!

On 3/4/12 I went to a sears store in New Jersey and made what I thought was simple purchase as I have done many many times! in the past. But! Sears is supposedly implimenting a new tablet system. My purchase was charged to my account three times. When I questioned the associated I was told " OH no it didn't go through. Sears put a boat load of money into this system" I said well employees need ti be trained better I was then told we don't have the time. The next day when I realized I was charged three times I called the store. Spoke with an idiot in customer service hung up on finally got to store manager who Also needs customer service skills. Told him my story took 6 calls and 4 hrs later to try to clear up their error from my account. I was then told by"Bob that he would credit my account when I asked the amount I was told the total of the two amounts" meaning he has no idea what it was after three hrs of phone calls on my part! I was told would becredited one week later still nothing. Will now try cooperate and never visit the stirs again!

their tools are getting worse also. plastic gears and batteries that last 10 min. and no longer than 3 months life. i used to love my tools well made at an affordable price, now they arnt worth the trouble to go to sears to get new ones. I don't even use them that hard. I also had a nice compressor that i liked untill the welds went bad under the paint which means they prep the metal poorly prior to paint. what i am saing is i will pay a bit extra to avoid sears for any future purchasing(their products stink).

Our gas was making this clicking sound when we switched it on. The Sears guy came and after 25 minutes of doing stuff on it that was unnecessary and unrelated to our problem, tells us that he was cleaning the burner. When I asked him, if that was the reason for clicking. He reluctantly told me that the clicking was due to one cap that was put on top of the wrong burner. So, essentially he had to merely pick the 2 metal caps, swap and put it on the right burner( no drilling or equipment required to do so!!!). I was charged 50 bucks for this!!! Which he did as soon as he saw it in the 1st 10 seconds!!Sears needs to change their policy to ensure that customer does not feel cheated. I would have been happy to pay half that price for his house call . But charging 50 bucks service fee for just switching the metal caps on 2 burners seems unfair. Seems unethical to me to "fool" your clients! I was feeling like a fool when he moved to my microwave to "fix it" praying that it has some real problem, because I had to pay $ 50 more for that!!

I went on the website to buy a necklace for my sister. I thought I was buying it from Sears but in the fine print at the bottom of the page I noticed that the item was sold and shipped by another website. Before placing the order, I did a google search of the site and when I clicked on the site my firewall blocked the site as unsafe. I read the report on the site from Nortons and they state that the site is guilty of phishing(stealing peoples account information) attempts. I contacted Sears to ask them why they are affiliated with fraudulent companies and they emailed me back to tell me that they offer merchandise from other vendors to provide consumers with more choices but that they are not responsible for the content of the other websites. Sears takes no responsibility and they did not care at all that I have been a Sears customer for many years. I will never shop Sears again. They actually had the nerve to attach another survey to this email and asked me to fill it out to let them know if my opionion of Sears had improved. Why would it improve, you didn't do anything?

We went online to purchase a whirlpool dishwasher this evening,we realized while putting this item in to our cart we could save a additonal 15% if we applies for a Sears credit card it stated " No Sear's Card Apply Now and Save" what a hoax once we applied and the card was approved the website would not allow me to apply the 15 % discount due to the fact that we did not have a credit card number exp date or securtiy code. I tried calling customer service and was transferred four times all each representative did was pass the buck and make me waste my time on the phone for 45 minutes. The dishwasher we wanted to purchase is only on sale through today so we would lose the sale price if we wait till we receive the card.I fill that is false advertisment stating no sears card no problem apply now right next to the statement about saving 15% or no interest for a year. We are not in the habit of applying for credit cards to get promotional offers but since it was sears and we were possibly planning on buying other appliance's in the near future since we are remolding our kitchen it wouldnt be a bad idea. I would appreciate a call back regarding this poor service my name is Thomas Lyons you can contact my wife Elisa Lyons at 330-461-1408 so we can get this matter straightened out. It is awful being transferred around your phone system even though you call the right number for customer service and push the numbers it instructs you to you still are transferred all over to several customer service representatives that do not speak good english and have awful customer service skills. Dont tell me what you cant do for me tell me what you can do for me as a customer. Wanted to purchase a Whirlpool Stainless Steel interior and exterior dishwasher $ 594.99 was sale price we had a coupon code which took off 35 dollars and wanted to also use the 15% discount for applying for the sears card which we applied and application was approved could not enter any info to get the 15% off since we do not have the card information yet. Thank you Thomas & Elisa Lyons Hopefully you will restore my faith in Sear's again by giving me this discount if not we will not be back to shop with you again! WHIRLPOOL STAINLESS STEEL DISHWASHER INSIDE AND OUT MODEL NUMBER WDF750SAY $594.99

I have been trying for over an hour to find out why Sears sent me a check for $55.00. No matter what phone number I call I get someone in India who cannot speak English. I just wanted to know why I received a check and all I get is a phone number for the Sears store in Dallas ,Texas. I live in Ft. Lauderdale and this info does not help at all. When I called corporate headquarters and asked to speak to someone in the states I was told the only customer support is in India and if I did not want to speak to India she will have to hang up on me. THEY CALL THIS CUSTOMER SERVICE? I've never been so mad in all my life. I will never use my Sears card again, heaven help anyone who needs customer service, I have had a Sears card for 50 years but I am cutting it up . There are other stores in the area who have customer service centers stateside, they will get my business from now on. Enough is enough..

True rating is a minus 100!!! I hired Sears to install a new hot water heater and remove the old one. In the process of removing the old one the "plumber" (I never saw a license) broke the drain valve at the bottom of the old heater because he wanted to place a bigger valve on the old one so it would drain faster. The result was about 10 gallons of disgusting sediment-filled hot water that had settled at the bottom of the heater for 10YEARS! Two rooms were completely flooded and I hurt my back trying to help this idiot get the super heavy old heater plugged up and moved out of the house. It was a true nightmare, we had to use every towel and comforter in the house just to suck up the water. At Sears direction we called in Serve Pro for clean-up and decontamination. Now increduously, Sears tells us that we must collect our damages from their vendor directly. We hired Sears and they hired the vendor and thus in a court of law Sears is responsible for the actions of the vendors they hire. We are owed several thousands of dollars from the damage. The plumber is not responding and Sears keeps telling me they cannot help because it is an insurance issue. They must be insane!!! A general contractor who hires a sub is financially responsible for all the actions of that sub-contractor! Every one knows this except Sears. I am a disabled veteran on a limited budget and really need to be re-imbursed. I cannot believe Sears is treating their customers like this. NEVER USE SEARS AGAIN!!!!!! My e-mail is jtlucido@hotmail.com. If anyone else has had similar problems let me know maybe we can do a class action suit against Sears!

Dear Adrian, We apologize for the way your carpet cleaning appointment was handled. We are especially sorry for the poor customer service you received. We do entrust our associates to build customer relationships, and this type of manner is never acceptable and 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 or e-mail address, and we will contact you directly. Also, in your email, please provide the screen name “Adrian” 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 decided to go to Sears Auto Center only because I happen to work in the mall to do a basic oil change and a wiper blade change. Once the car was rolled in the garage the crew started pressing on the bumper saying my suspension is totally gone (though the car has been driving without any signs of a problem until they started shaking it like a tambourine), and the rear wheels are extremely worn to the extent that they will pop right on me the minute I leave the shop. I was a total fool to say to fix any life-threatening problems - the estimate of the work was $1,700 which is the cost my car in total. I brought is down to $890 and I was still a fool, for the moment I started my car the ABS light went on right after the work was done. On coming home I talked to a certified independent mechanic who confessed the car would have run another N amount of miles with the state suspension was in. The car is old and does have several problems and a significant amount of miles on it, and I just hate myself to be such a gullible stupid customer. But now I am an angry customer which gives me power. Anyways, on Saturday afternoon I drive me car in the shop again with the unhappy face of mine and my husband by my side as a male element (since I do look small and vulnerable which they took advantage of) and explain the problem. They were holding the car for an hour inspecting the problem while I was strolling the zoo the mall turns into every Saturday only for me to come and hear that they cannot detect the issue and are waiting for their manager to return from a meeting to take a look at the car. Another half an hour. Collecting all my patience and suppressing my anger I keep waiting wasting my Saturday time in the f ing mall. Forty minutes later after averted looks and total ignoring me standing there I ask for my keys back and say I am planning to return on Monday to fix the problem. The representive dares say that they cannot detect the problem moreover admit that it is related to the work done. You must be kidding me! After the horrific customer service you have enough balls to say that?! I cannot wait till tomorrow to share my pain with the manager of the shop. I want my $890 back, I do not want to see that goddamn ABS light on and I do not care if the suspension is 'gone' or not. The stop on my debit card is already put so they won't get the $717 I have paid with it. I doubt if I will be able to return the other $180 I paid in cash. This is how much it cost me to do an oil and wiper blade change in Sears. NEVER AGAIN WILL I GO THERE AND I WILL MAKE SURE MY FRIENDS AND COLLEAGUES KNOW WHAT 'FABULOUS' AN EXPERIENCE I HAVE HAD WITH SEARS.

My husband and I have been dealing with Sears due to maintenance agreement covered issues with our oil fired boiler. The first one sold to us was defective and ruined our chimney. Sears refused to fix the chimney. We paid $2420 to have the chimney relined and rebuilt from the roof line up before Sears would replace the defective boiler even though we have a maintenance agreement and the damage was caused by faulty equipment installed and maintained by Sears. In 2009 we could have died due to malfuction of second boiler due to carbon monoxide. Today is 3/4/2012 they still do not have the problem fixed. We have lost count of techs in our home. We have used almost 3/4 of a tank of oil in approximately 3 weeks, have fuel odors in our house and the chimney must be done again. Called for help (again) and was told we do not work Sundays - we will get back to you to set up an appointment. In the mean time we could possibly have a chimney fire,carbon monoxide death, loss of pets and so on . We are TIRED of the run around. It is sad to see we have to go to the BBB, FACEBOOK, TWEETING TO GET HELP AND ALL THE LOST INCOME OF A 1 INCOME FAMILY DUE TO HAVING TO BE HOME FOR TECHS THAT ARE UNTRAINED AND GET RUDE SERVICE FROM THE ANSWERING SERVICE!!!!!!!! We have only had one good tech (Joe L)- he is the only one concerned and has gone over and above. To top it off, we were told by a phone rep to submit a claim on our homeowners insurance.

I'm sorry to hear that Sears is closing, and sorry to see where Sears(and our economy) has ended up. I was once a faithful Sears shopper. That is in the good-old-days when they offered the highest service and great quality. It used to be that stores carried different brands and different quality in merchandise. If I wanted things like waste baskets, or garden clothes I went to Wal-Mart. If I wanted nicer casual clothes or every-day items I went to K-Mart. If you wanted long-term items or dress clothes I went to Sears and Boscov's. Now everyone carries the same cheap merchandise.In my opinion, the economy isn't bad because no has money;it's bad because no is shopping, because there is no quality. I've been in need of some new items (like a vacumn cleaner, for instance)for several years and haven't bought one because the new one I bought at Sears, which was the same brand and style as the previous one, was no better than the one which was wearing down. When I bought a new washing machine at Sears I was very disappointed. I was going to return it and called a repair man to ask his opionion of what I should buy. He said "lady, you have the best washer out there." Well, that washer, brand new, worked like the old one that I replaced. If that's the best, than I'll just keep my old stuff. I have a 30 year old freezer in my basment and it still runs great. I bought a new refrigerator last year (not at Sears) and in only 3 days my icecream is crystalized and frost is all over my meats.When I called to have it looked I was that I needed to make those arrangements. I thought I paid for an insurance plan so they would take of that for me. I was working and had no time to take care of that. Now the warranty is expired and I'm stuck with a refrigerator that's a piece of junk. I bought a new dish washer 2 years ago (from the place I bought the refrigerator) and it's dead already. I'm back to washing dishes by hand. My money is staying in my pocket until marketers wake up and return to offering quality merchandise.

I ordered carpet cleaning services received a confirmation receipt listing 4 areas (2 br, dr, lr), hall, and stairway to be cleaned on 2/15. The technician came and cleaned my carpets and did a very good job. However, only one bedroom was cleaned. I called the Jacksonville, Florida office at 904-230-7991 and left a message. Maria called me back while I was out of town. I called her back on 2/28. During our discussion, it was stated that the technician received a different work order than the confirmation I received and he did what was listed on the work order. I explained that if I knew there was an issue, I would have paid for the other room and I asked her if someone can come back out to clean the second room. She said she would check and get back with me by 5pm that day. Today is Thursday, 3/1 and I had not received a call back. I called the office once again and spoke with "Chris," who was very rude. Again, I explained what the issue was and he was very nasty and wanted to argue with me. He stated it was an honest mistake - someone typed the wrong number in; then added if someone typed 20 rooms would I expect to have 20 rooms cleaned. I told him I was not going to argue with him and asked him his name. After a pause, he gave it to me but would not give me his last name. He also said he will put notes in my file just in case I called back. Your Jacksonville customer service office leaves a lot to be desired and believe me, they will never hear from me again no matter what this "Chris" puts in my file. All I wanted was for your commitment to me to be honored and it seems that that was a big problem.

My father purchased the road hazard plan with his four new tires. He regularly has the tires rotated and balanced at the San Bernardino Sears where the tires were purchased. He had them rotated an balanced again on February 27, drove the ten miles back home and parked his vehicle in the garage. He drove the vehicle again Tuesday evening to dinner and home . Horrible noises from rear of vehicle... Metallic scraping and bumping. We isolated the sound and when we pried off rear right wheel cover 4 lug nuts fell to the garage floor. Not just one, BUT 4 OUT OF 5 LUG NUTS WERE OFF OF THEIR BOLTS ON THE GROUND AND THE RIGHT REAR TIRE WAS ONLY BEING HELD ON BY 1 LUG NUT!!!!!!! We will be contacting the BBB as well as the organization that licences auto repair services in our community. My dad is an avid newspaper reader and will likely write a letter to the editor and I will be contacting the local TV stations. After over 60 years as a tried and true customer (and one time employee) my dad was shaken, angry, and disappointed that his trusted Sears had failed him and could have potentially killed him, his family and other drivers on the road had that last bolt failed. No amount of five star replies from your media escalation department of ever fix that!

Had a new Kenmore forced air AC ($10,000) unit installed two summers back. Supposed to have a ten year warranty...... When Sears closes all their stores where does that leave me for warranty service?

I work ar Sears. Worst place to shop/work. Just don't go. Please. Sears is slotted 4000 stores to close within half a year and total company destruction by 2013. I'm not surprised. With their behavior towards members, customers and employees alike, I'm surprised the company has lived this long. Fir us employees, they force us to get credit card applications. If we don't get a 125% if credit apps, we're fired. All day long, we have to keep a tally of how many customers we had, and fir each purchase, we have to write down if we git a credit app, a shop your way rewards sign up, ir a protection plan. I'm at the point where I don't ask customers anymore. I just ring them up. I don't care. I'm sick of having people breathing down my neck about asking people to sign up for a card that has more debilitating effects than pleasant ones. 25% interest rate if you don't pay on time. Sears wants loyalties. They won't be getting any from me.

Dear Brian - A Veteran, My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here, and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry about the poor customer service you received this is not the type of service Sears prides itself on. We are also very sorry to hear the delivery of your mattress has been rescheduled so many times, we realized your time is valuable, and it is very understandable why you would be disappointed. I would like one of our dedicated case managers to contact you and 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 mattress was purchased under and we will call you directly. Also, in your email, please provide the screen name “Brian - A Veteran” 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