Sears Corporate Office & Headquarters

Dear Desiree' Dulin-Moore, We are very sorry to see that the delivery of your washer and dryer has been delayed. It is very unfortunate the delivery team could not meet their original delivery date; we realized your time is valuable and we would like one of our dedicated case managers to look further into this on your behalf. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. 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 items were purchased under and we will call you directly. Also, in your email, please provide the screen name “Desiree' Dulin-Moore” 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 Nichole, Please accept our apologies for the frustrations you have been through with your on-line purchase. It is quite shocking to read that it has not been resolved as of yet, your discouragement is understandable. We are especially sorry this occurred around the holidays. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have dedicated case managers on ready to reach out and go over all options available to see your dilemma is finally resolved. 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 items were purchased under and we will call you directly. Also, in your email, please provide the screen name “Desiree' Dulin-Moore” 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 Sharon Mcclure, I would like to first apologize for all the troubles you have been through with your washer, I can only imagine how frustrating it must have been having to continually mop your floors due to water being leaked from your machine. I would also like to apologize for the poor customer service you received. Delay in parts and being hung up on, this type of customer service is never acceptable. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate 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 phone number your washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Sharon Mcclure” 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

Update regarding roof replacement: My last message was on February 9. Let me just say NOTHING and I mean NOTHING has been done as of this point. Sears cares will assign you a case #, but don't think for a moment that they are doing anything on your behalf. IT'S MISLEADING!!!! I was given a CASE #, doesn't mean squat. I have not been contacted up to this point. Nothing's been resolved. My problems which Sears created are the only things that still exist except for their poor handling of their customers in what they call Customer Service. AGAIN, I say, Sears is falling off to the wayside, save your money, your time and your patience and shop somewhere else. Stay tune for my next update.

If I could give zero stars I would! I purchased my items at a local Sears store at a mall, had a wonderful experience there. Now it is delivery day, it is almost 9pm, and I have STILL NOT RECEIVED MY WASHER AND DRYER. I was given an appointment window between 330 and 530 pm, and now thanks to the late time I couldn't get a new date til Wednesday the 29th. AND TO TOP IT ALL OFF THEY ARE TELLING ME THEIR SYSTEM LISTS MY UNITS AND DELIVERED!!! I DON'T SEE A WASHER AND DRYER STACKED UP IN MY LAUNDRY ROOM!!! Going to the Sears store I purchased these items at tomorrow morning, I will NEVER shop at Sears AGAIN, for ANYTHING

Have purchased several major appliances from sears, even thought I work at a boxstore. I had chose sears because of the great customer service that I had always gotten, until NOW. I purchased a front load washer 10/24/10 and have had it down for repair/called for repairs and mopped more water than the darn thing is worh. I called the blue crew and the tech always tell me that I am using to much detergent or not the right detergent. After aboaut 2 or 3 months I finall give up andbecame very careful always cleaning out the filter and barely putting in any detergent. Well yet another round of call because the door not stay closed and suds and water everywhere, They finally send someone out who says " well your machine is sudsisng up too much" WELL DO YOU THINK?. So yea the manufacture miss marked the detergent and yet again with the service tech here I again mopped water and suds.. CHange laundry detergent and you will be fine. Well onthe 21 of February.. I called again water water everywhere.. I demanded a tech come out when I told the service manager that the door has NEVER closed properly and that they coume get this piece of crap. so the schedule me a tech. Little did I know that I needed parts. Well the day of the sceduled maintenance, get a call.." has the parts come in?" What parts? the parts that was supposed to be ordered.. Customer service dropped the ball again. My service tech had the wits aobut him to research and get the rest of the parts that I needed in the system to be ordered. Did I mention that the customer service tech DID NOT order ALL the parts that I needed. and they set me up a date. well NO call no anything about my rescudle. SO I call and well how many parts do you have? got the 2 you sent.. no I show you are supposed to have three. Let mw say that I didnt know that the service guy took it upon himself on feb 24 to make sure parts were right and order additional parts. Tonight is Sunday feb 26, I have been hung up on, laughed at, be littled and down right made mad. I found out that parts not ordered correctly will not be in till end of week and the customer sercvice agent wants to know if I still want to keep my appointment for monday feb 27??? You have got to be kidding me?? for real. NO my parts will not be here so why do I need to keep my appointment, so the customer service agent Carlos goes, well I guess your washing machine is important to you?? well yes sir having clean laundry is sorta important especially since I work 5 days a week, wouldnt you think so. SO I am without a washer 4 or 5 more day. You know I would be happy with someone truely saying I am sorry not laughing at me, and yea compensation for me ahving to go to a laundy mat to wash my clothes would be nice. I have to wash closes just about every other day. We also farm and yes we get dirty. I am not asking for much, shoot $50 would be nice for my time being without my washer and putting up with the under trained personnel in the customer service department. My name is sharon mcclure, email is freckles76@yahoo.com

I stopped purchasing from Sears several years ago due to the same type of service. Just recently have I started buying again & 2 for 2 I have had to return it due to either false/misleading advertisement and/or poor customer service. I should have stopped the 1st time when my husband's Birthday was ruined, but no, I tried again for my Daughter's Christmas....same thing: The day before Christmas EVE I get the improper item.....UGH!! Now again for Christmas the FOLLOWING YEAR, I get the same thing, the order for my son was CANCELLED after them not being able to find it a WEEK after I paid for it online, & wait until Christmas EVE to tell me! One of which was a video game console that I had 20 games sitting under the tree for......pretty useless without a darn console to play them on! On top of this damaged CD I received for my daughter's Christmas 2011 & the run around to get a replacement for my daughter! My goodness, give me a break! It is STILL NOT HANDLED Once this is all said & done I plan to spread the word. I will no longer shop at ANY Sears Corporation. This is unbelievable. 3 out of 3 times says a whole lot. It is not just a coincidence at that point. It is a SERVICE ISSUE.

On 2/16/12 I had my Kenmore Elite Washer (plaster inner/outer basket) repaired by Sears technicians. After the repair men left I first noticed the mess they left behind. I had to pull up my rug that they had nicely placed over all there mess (screws, broken plastic, and red tie wraps). I cleaned it up and got over it. I then began to run washes. I noticed when my clothes were done that steam/smoke was coming out of the tub. But, I thought nothing of it and went onto wash #2. The same thing happened and my clothes felt super hot. At that point I assumed my washer wasn't working before and this is how a machine us supposed to work. On wash #3 all the steam had me worried a belt was smoking or something. I noticed when pulling my clothes out that 2 of my shirts were ruined. It dawned on me that somehow my Cold/Cold washers were actually Hot. So I inspected the hoses they just installed and realized they put the Hot on the Cold and Cold on the Hot. It took me 10 minutes to remove the hoses since they were on so tight. Almost stripping my hoses I just shelled out $39.99 for. Then on the very last spin cycle I noticed my machine would excessively shake. After running another wash I began to question the repair men considering installing hoses were too difficult. I contacted Sears and reported them to the BBB. They instantly responded and scheduled for a repair man to come out. The repair man came on 2/22/12. The repair man claimed there was nothing wrong with the machine and that the pedestal was causing it to be less steady. He said it was a common issue. If that's the case then "Why did it not do this before?". The BBB marked my complaint as Resolved. After that point I became trash to Sears. They will not address the issue of my 2 shirts ruined due to their repair mans incompetence. My machine continues to shake and after the 2nd repair man left I get locked out of my machine when I pause/cancel my load. I have to unplug my machine to reset it. The BBB bureau says I can open my complaint back up at anytime but they won't handle the claim over the damaged clothes. I will be getting a second opinion with a local repair man since frankly I don't trust Sears. I will be writing to the Attorney General and if I have to I will file a claim in my local court house. I can only strongly advise consumers to stay away from Sears appliances. If this happens to you and items are damaged you will be ignored. This is not how a good business operates. BEWARE OF SEARS!!! No wonder why they made the news the other day about closing down multiple chains since they aren't making enough money. I guess consumers got smart. If you've had the same problem and enough of us come together we can start a Class Action Lawsuit

two weeks ago I purchesed a battery charger from my local sears store. at time of purchase their computer printer was not working and as such I did not get my receipt. I waited approximately twenty minutes for them to fix the machine whick they could not do. I told the sales person that I would return the next morning to get my proof of purchase receipt. returning the next morning I was told by the sales person he did not know how to get me a receipt for my previous days purchase, however his manager would try. again I waited for a considerable time only to be told I would have to retun the next day after they figured it out to get my receipt. (warranty) I told the manager that I was not going to return again that he should just mail the receipt to me, they have all my information in theit system. the manager informed me that he did not mail receipts to customers!!!! after over fifty years of loyal patronage I no longer shop at sears, in fact last weekend I purchased a washer and dryer at lowes ($2600) that normally would have gone to sears. if you doubt me ask the local sears store what kind of customer I have been in the past. your automotive manager won the battle, however sears lost the customer.

I purchased a California king mattress from Sears to be delivered 2/16/12. I took half a day off from work for the delivery. When the mattress was delivered it had DIRT on it and there was a defect where it was sewed improperly. It was pointed out to the driver. I spoke to transportation and was assured that I would receive a new mattress on 2/23. My mattress was thrown on the back of the truck and I was told it was not safe or healthy to bring it back in the house. I called to request that my delivery charges be refunded. After talking to several reps and supervisors, I was told that all I could get is a $40 gift card and to use the "DIRTY" mattress until the new one arrived. On 2/20/12, I received an automated call to schedule delivery for 2/23. On 2/22, I received another automated call stating that the mattress is on backorder and would be delivered on March 1. This is unacceptable. You have my money and I keep getting the run around. I am sleeping on a "loaner" mattress. What happened to customer service? I didn't purchase a mattress from a discount store, I purchased it from Sears! I thought your name meant something. What happened to keeping your customer happy. As a veteran with a bad back, I am appalled by the treatment I have received. I have been hung up on, I get the standard "yup" reply when asking questions. If this isn't rectified, I will no longer shop at Sears. Care about your customers and they will continue to come back. Your bottom line shouldn't be your only concern. I have purchased many major items from Sears. The experience that has been left is extremely bad. If I wanted discount service or discount product, I would have shopped at a discount store.

SIRS I HAVE BEEN GETTING MY GLASSES FROM SEARS FOR MANY YEARS.THIS LAST PAIR I GOT THE COATING IS COMING OFF JUST 1 OF THE LENSES.I WENT OVER TO YOUR OPTICLE PLACE AT THE MALL TO HAVE IT CHECKED.THE GENTLEMAN I TALKED TO WAS VERY RUDE .HE NEVER GAVE ME ANY OPTIONS RATHER THAN REPLACING THEM.HE SAID IT WOULD COST ME 226.00TO REPLACE THEM.SIR I DIDNT PAY THAT MUCH FOR THEM WHEN I FIRST BOUGHT THEM.SIR I HAVE BEEN DEALING WITH SEARS SINCE 1970 AND HAVE BOUGHT A LOT OF THINGS.I HAVE NEVER BEEN TREATED THIS POORLY FROM ANYONE AT ANY OF YOUR STORES.IF I WERE BOSS I KNOW WHAT I WOULD DO WITH THIS GENTLEMAN.THIS JOB WOULD GO TO SOMEONE THAT WOULD APPRECIATEIT.IN THE FIRST PLACE THESE GLASSES SHOULD NEVER HAVE DONE THIS.ONE LENS IS PERFECT AND THE OTHER ONE IS CLOUDY.IF THIS CANT BE CORRECTED I WILL HAVE TO GO ELSEWHERE.I EXPECT A REPLAY BACK FROM YOU.MY E MAIL IS WILLIECcat@verizon.net

I have a Master Service Agreement on my dishwasher. If it breaks Sears is supposed to come out and make the repair. After which the dishwasher should be working again. That did not happen. I called for service. I took a vacation day from work. The repair man said he did not have the right parts on his truck and would need to order parts. I waited for parts and scheduled another appointment. Took another vacation day from work. A different repair man arrived. After several hours of him calling various people asking them how to fix the machine, he said the wrong parts were ordered. I strongly feel that he did NOT know how to fix the dishwasher as he relied so heavily on phone contact with someone else. I am now told to wait for more parts and then schedule a THIRD appointment and take a THIRD vacation day from work. This has taken up too much of my time for Sears to send unqualified technicians and wrong parts. I spoke to 2 service reps today who said they could not help me. Of course no manager was available so I have filed a complaint with the BBB. Hopefully this will get someone to resolve the issue and provide the service that I paid for. It was not my intention to spend this years vacation with sears service technicians! I want to be compensated for them wasting my time and have my dishwasher fixed or replaced without further delay. This should not take months!

Dear J.Russell, We are sorry your machine is still waiting for service, we understand your frustration, a washing machine is a much needed appliance. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you and go over the options we have in order to assist. We do appreciate your patronage. 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 phone number your washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “J. Russell” 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 NoVaCustomer, We are sorry to hear you are not satisfied with the functionality of your range. We understand this was a large purchase and it should meet your expectations. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you to look further into this and to also go over the options we have for you in order to assist. 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 phone number your range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “NoVaCustomer” 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

We have an extended warranty on our washing machine from Sears. We had it checked out for the annual check up. It started a grinding sound during agitation. I immediately turned it off & Sears repair service was called. It is my understanding that the service crew is going by a different name & even the service trucks no longer say Sears, but have another name. Two weeks later a service man called and came by, he looked over the washing machine & the part WHICH HAD BEEN SHIPPED TO OUR HOUSE after the initial phone call for service request. No one looked at our machine, just the phone call to service. When the service technician came, he discovered the motor was broken & we needed more parts. So far ONE OF THREE ADDITIONAL BOXES OF PARTS HAVE BEEN SHIPPED TO OUR HOUSE, we are still waiting on the other two, here another two weeks later. When my husband called service department, he was told it would be another two weeks AFTER ALL OF THE PARTS ARRIVE AT OUR HOUSE. Why is this? It is costing Sears service more money than it would have cost to replace the machine in the first place. But I do not want a new machine. I want my machine with the agitator. That is why we have extended warranty. Meanwhile our warranty service plan has time ticking by and is running and ongoing, BUT THE WASHING MACHINE IS NOT. Every service personnel we have had contact with is extremely courteous, but they cannot do anything to help us get the machine repaired. We are not going to live life as victims, and it is a shame that a public forum such as Twitter has to be utilized to get any attention to this matter. We do not have to do business with any company – just like any company does not have to sell to us or provide exceptional and timely expeditious service.

I purchased a number of Kenmore appliances when I remodeled my kitchen last fall. While most things seem to work fine, the triple burner on the electric range (model 9290) has an odd behavior. The inner burner is always on and you can choose to also turn on two more burners (middle for 2, or middle and outer for 3 burners). No matter how I try, the middle burner never appears to get as hot as the other two burners. I have had two technicians come out and tell me that is how the appliance is supposed to work. Given this odd behvaior, I would expect this to be specifically mentioned in the manual, but it is not. They provided a service order number to contact customer solutions, but in the end all they could do was schedule another technician to come out. When I tried to get more information, the person on the phone today (2/19/2012) told me there was nothing else they could do and she would end the phone call. That is not customer service! This is very frustrating since I have had two technicians look at the problem and say it is working fine. If it is working fine, I want written documentation that this is the normal working condition of the stove. Otherwise, I either want the element repaired or the stove replaced. I have looked online and found other people with the exact same problem and get the same answer from technicians. This is insulting to customers in one of two ways: 1) This IS unusual behavior and Sears should just document it and provide the documentation to customers. In which case, end of story and customers would be happy. OR 2) Since no one has been able to show such documentation, the only alternative is that there is a problem with the burner and Sears is lying to customers. I am willing to work with the Sears folks if they will work with me.

Our children ordered from Sears a 42' Seiki flat screen television from the Sears store in Brookfield Wisconsin ,as a Christmas Gift. They paid 379.99 for the set and purchased buyer protection insurance for an additional 57.00. My son installed the set on January 7th 2012. The unit failed on February 15,2012. I visited the store with reciepts in hand asking what to do. I was told to cut six inches of the end of the power cord off and send it to Sears Purchase Protect,which I did. I was told I would be refunded 389.00 in the form of a gift card after receipt of the cord. Also that disposal of the set was my problem. I thought about this for a while and deceided -bullshit. I don't want a gift card that forces me to go back to Sears nor do I want to dispose of the junk I am left with. Nor do I like being told I lose the purchase protection money. The things that I can do now is to sue in small claims court on behalf of my children and further contact the local consumer complaint sections of our local television stations to warn other consumers of this problem.I am about to turn eighty in April and still am rather strong and able to manage hauling the junk TV around. Dumps will not accept electronics however. I could park it the Sears doorway in Brookfield square but I would rather have the problem addressed by a local judge.

February 18, 2012 Most Excellent & Dear Corporate Officers: I bought ordered a pair of boots on or about 01/16/12. I got the order in two days. Unfortunately the right boot was defective as I could not put my foot in. The heel upper part of the heel was crooked. I returned them on the 18 of January at the Willowbrook Mall store in Houston. I ordered another pair through the shoe department on 01/18/2012. I have been to the store twice to check and the boots did not come in. I was told I could not cancel my order by the store clerk, by the headquarters number I was transferred by the store clerk. So I decided to wait, even though I had already gone to another store and bought the boots I had needed for a family affair. On 02/18/12, I called phone 800-549-4505 (probably India) for the second time and again, the boots were not in, and after checking the sending store, Fred R. told me he could not credit my Sears account since I no longer needed the boots. What kind of business has Sears come to be since the good old days when customer satisfaction was PRIME? I have been a Sears customer for more than 50 years. I bought my first motor scooter, my first motorcycle at Sears, all my school clothes, and later my furniture and household goods. I was a loyal customer, but your practices, which now see, from a county town market in Bangladesh, are beginning to concern me and my wife. WHY CAN'T I CANCEL AN ORDER THAT IS VERY LATE IN COMING (OVER ONE MONTH) WHY CAN'T I HAVE MY ACCOUNT CREDITED? I am not asking to go to the moon. I only want to have a very simple transaction cancelled. And twice I have been denied this simple transaction. I EXPECT AN ANSWER: PHONE: 281-055-2089 FEBRUARY 18, 2012 FROM: Dr. Francisco J. Zamarripa Acct. No. 5049-948040211742 FORWARD COPY TO: CORPORATE HQS CORP. EXECUTIVE OFFICER & SALES DIRECTOR

How very, very frustrating!! I purchased a wine cooler for a kitchen that was being remodeled...had it sitting safe and sound with the rest of my kenmore elite appliances, plugged it after and the darn thing won't stay cold! Had service out since I purchased the extended warranty...the guy that came out the FIRST time wouldn't listen to me as to what the problems were...Mr. Knowitall...he finally thought maybe it was the control board, he ordered the control board and said it would it arrive to MY house before the next scheduled service call...2 weeks from that day! It arrived and HE did 3 days later. He replaced the board and the cooler still didn't work...his response, "he didn't design it"...and he left. I called that same day to reschedule and again 2 weeks....the arrives and I get a phone call from Sears saying that the technicians called in sick and I would have to reschedule...guess what another 2 week wait!! SERiOUSLY Sears....get it together!! I want this piece of crap out of my house!!!

I purchased an elliptical trainer from the locally owned Sears store in Scappoose. The store is owned by Todd Mizee. My original plan was to order the equipment online. I stopped by the local Sears store to see if they had a model in stock. At that time I was told by Todd's employee that I should order the equipment from the local store to provide support to the local economy. Sounded fine, so on 2/6/2012 I made my purchase. At that time the associate, I think her name was Ariel, reviewed my delivery/set up options. I was told delivery was $75, assembly $50. I wondered aloud if the equipment would fit in my truck, un-assembled. Ariel took me to the back room and showed me a similar model, un-assembled, in the boxes. I decided to pick up the unit myself to save the $75. Ariel suggested I purchase the assembly, and I could call once I got the elliptical home, to set the appointment. Store delivery was set for 2/17/2012. Today, after not hearing anything, I called the store at 4:15pm. Todd assured me my unit was almost fully assembled. Wait, I am picking up an un-assembled unit! I explained the situation to Todd who assures me I must have misunderstood, in home assembly is not an option. If in home assembly is not an option why would I need an appointment? Todd decides he will look into the situation and call me back. Since this was a purchase for my wife, I called her to explain the situation. She called Todd who said he was working on it. She mentioned we have stairs, and was concerned the assembled unit would not fit up the stairs. Todd said he would call back. Todd did call back just before 5pm. His solution was to deliver a fully assembled unit, on Sunday, for a $30 discount on delivery and $30 discount on assembly. This option would be $80 and I would have to wait two additional days. Wait, $75 delivery less $30 is only $45; $50 assembly less $30 is $20. Out of pocket total should be $65. Nope says Todd, delivery is $40 - to deliver in the house is an additional $30 - and stairs $30 more. Really, pay more to deliver inside? I relayed the information to my wife. She decided to call Todd herself. Not only was Todd not interested in honoring the original agreement, he repeatedly mentioned how this must be our fault for misunderstanding what was offered. He said if we had ordered online we would have had to pay for delivery and I was being ungrateful at the "deal" he was making me. After all, he said, they were willing to deliver on a Sunday. GRATEFUL? To wait two more days, pay $30 more dollars and being treated like I don't know what I'm talking about. At that point we chose to return the unit in full. I will personally not shop at this or any Sears in the future. Todd has succeeded in sullying the Sears brand for my family. We tried to support the community but once again the community does not support it's consumers. Todd needs a lesson in remedial customer service. The correct response would have been to apologize for the confusion. To make up for the two day delay in my purchase they would be happy to delivery for free. I already paid for assembly so Todd lost the sale for $30. Not too mention he is now the proud owner of a $1300 elliptical machine. It is sad that this store is the local representation of your brand.