Sears Corporate Office & Headquarters

Wow! Shocked is not even close enough to describe my feelings towards Sears Home Service department!! I needed a range repaired and so I purchased the part through Parts Direct and had it mailed to my rental home. I then scheduled a technician through their home service department to come out and replace the part. He came out, replaced it and left. That night, when my renters went to use the stove, a loud pop happened and the breaker blew. I called and they sent a new technician to see what happened. Well the original technician had loosened up a wire that wasn't loose before and it ended up shorting across another wire and blew the breaker and fried one of the burners. He didn't have the parts to repair it so he scheduled another follow up visit. When the next technician came out (yesterday) he "fixed" it and left. Well last night when my renters went to use it, a huge spark and flames came out of the oven. Almost burnt the house down. They unplugged it and put water on it to put it out. I call Sears service last night and tell them I would like a refund for the service call and was told that they can't refund it since a technician actually went out. My response is I paid you to FIX the stove, not send an incompetent technician to BREAK my stove and try to burn my house down! They let me file a claim with their insurance for the stove that they fried, but REFUSE to refund my service call money. So this morning a "Service Manager" calls me and says that he can't refund it either. He then proceeds to say that Sears can't be a viable company if they just refund money. Again I state that Sears didn't perform the service that was paid for and he disagrees because they sent 3 technicians. I reply that they BROKE my stove and almost burnt my house down and could have killed people. He offers to send yet another worthless technicia

Buyer beware with Sears Home improvement projects: If your approached by someone from Sears and they ask you if you have any home projects planned for the near future...RUN!!!! Let me tell you this has been an experience from hell that I never want to live through again. We had a roof replacement done and it's been like pulling teeth with Sears. There is no communication whatsoever from their team from the sales person to the district manager. The sales person Richard promised a whole lot things and never came through. We were promised details of the materials being used, a cost breakdown, vents on both sides of our house and replacement of the fascia around our house. Richard the sales guy saids yes, I'm there if you need me ever during the process..NEVER SAW HIM AGAIN. What was promised was not delivered. Gave him my cell # to reach me, he calls my home while I'm at work. I asked the office for my breakdown of the project, they said my contract was my details. My 6 year old son could write down exactly what they provided to me. It's been a couple of weeks now and my concerns have never been addressed. The best part of the whole experience was the contractor (third party contractor, not Sears) who made the roofing experience bearable. The work was done but not according to how it was explained to us. I've been trying to get a update as to why, still no one has address the issues at hand. If any communication it's an admin at their main office(Beth), not the sales person, not the district manager(Rodrigo), an admin. Sears will rope you in with a lot of promises but their all false. Once they have you in their grasp, game over. Its not the Sears I use to know and love, that's for sure. For the price you pay, you think you would get better treatment than this. I WILL NEVER USE SEARS SERVICES EVER AGAIN!!!!!!!!! For the service given, I way overpaid and feel somewhat ripped off.

Had my alternater repaired on car a new battery and some electrical at sears in west land next day AAA came out twice to jump vehicle next morning alternate caught fire burnt my car

I purchased a washer and dryer from this individuals names BRIAN CENTER whom owns the sears store located at 3162 Marther Luther in fayetteville Arkansas phone 479575 9266 for a total of 988.23 and never did we get it been back and forth with this guy only to get told after calling corporate and all and asking him for my money back for a product never shipped that it would not be possible. I have lost my 988.23 to a thife ! he has told corporate that hes done dealing with us. How can someone get away with stealing someones hard earned money?? I will never do any deals with anyone associated with sears in my life ! He will be taken to court !!!

Dear Brian, I came across your post and wanted to reach out. We’re very sorry to hear about the way our business partner treated you at your local Sears and we would be more than happy to look into this and offer our assistance. Although you were assisted in the beginning with the exchanges and credits, the level of this customer service should have not wavered. Your frustration is understandable. I would like one of our corporate case managers to contact you to go over not only what has transpired but to also assist in achieving the proper resolution. 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 phone number your pool table was purchased under, and we will call you directly. Also, in your email, please provide the screen name “Brian King” you used to post on this site for reference to your issue; we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

Use to be true SEARS WHERE AMERICA SHOPS, SATISFACTION GARANTED OR YOUR MONEY BACK IS NOW ALL LIES. The hard working low paid people was what kept the store open. THE PEOPLE THAT TRIED TO RUN THE STORE INTO THE GROUND LIKE ROBERT PARTEE, LYNN SLACK,WILL EDMONSTON. CHARLES HOLCOMBE AND THE LIST GOES ON. Today SEARS is crooked and all the people just don't care. It is to late for SEARS , they need to close all the stores and Kmart. Time to get a company in there that can make a customer happy. Try LOWE'S it is better than SEARS ever was. FROM LOOKING AT ALL THE REMARKS AND ONE STAR RATING JUST HOW LONG DO YOU THINK SEARS WILL BE HERE.

Dear Christopher J. Cardinale, I am very concerned about what I have read here. I came across your post and wanted to reach out. We’re very sorry to hear about the way our business partner treated you at your local Sears and we would be more than happy to look into this and offer our assistance toward helping resolve your issue. 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 we will call you directly. Also, in your email, please provide the screen name “Christopher J. Cardinale” you used to post on this site for reference to your issue, we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support

Dear Walter Hermreck, Please accept our apologies for the poor service surrounding the repair of your wife’s grandmother’s washer. This is not the type of service Sears prides itself on. We especially would like to apologize for the poor customer service. I can understand your frustrations concerning the multiple transfers without any resolution. 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, we can help. 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 the 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 “Walter Hermreck” 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

Dears T. Morris We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our corporate case managers who can help you communicate and work with the vendor in question on a solution. 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 the pressure 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 “T. Morris” 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

in january of 2010 we purchased a kenmore pro series double wall oven. we also purchased a 5 year extended warranty. late august of 2011 we started having problems with the ovens. the problems we experience are intermittent and not predictable.september 2011 a technician came out to check the ovens..when i explained the problem with the ovens, he told me that our ovens were very complicated, he was not familiar with the problem and that i should keep track of the problems & call customer service if problem continued...the next time the ovens acted up we scheduled another technician appt....a different person came out & was as confused as to what would cause this as the first person..he also told me these are very complicated & difficult to diagnose as the problem could be the result of one bad part or any combination of bad parts & he told me to keep track of the problems & call again if necessary....seriously my oven is so complicated that if something is wrong they don't know how to fix it...right before thanksgiving the ovens were really bad and would stop working at any given time & i host the holiday at my house...i spoke to same technician who said if he started replacing parts then it could make the ovens even worse during the holiday & i should wait...the ovens continually just start beeping & shut down while i am using them at anytime...next we are into december when i do a lot of baking & cooking and the ovens are getting worse..i schedule another technician appt between 8 & 12 at 11:30 the same technician calls and tells me that if he were to come out it would be a waste of time because he can not do anything...i am complaining because it is going to posswibly mess up christmas cooking...he says i should have him out after christmas because if he attempts to do anything the ovens may get even worse & interfere with holidays...he said he will order replacement parts for every possible problem & he will replace them between christmas & new year....amazingly as our tradition is the sunday before christmas people are coming over for a holiday brunch...the ovens shut down & we had to take everybody out to eat & that does not count the fact the all of the ingredients we purchased to make all of the dishes went to waste & during my cookie baking times, some cookies were not able to completely bake after the ovens shut down..the technician came out with 2 additional men to replace parts...before they changed any parts they saw the ovens making all their crazy sounds & shutting down...they had several parts, but after replacing only one part they said ovens were working & left...2 hours my ovens shut down again...now it is almost time for me to have a new years party that i am making all the food for in my amazing ovens & they are acting up...we called customer service several times never getting to speak to same person asking to have our ovens replaced only to be told that that was not possible..2 more service appointments were scheduled only to have nobody show up or call...nobody in customer would do anything but schedule new appts & another appt was a no show..these ovens cost 3,000$ and we have 5 year warranty...we are told we can not have new ovens...2 new technicians come out together & change all the additional parts the other guys did not bother to change...ovens are working...so happy...then4 days later the ovens are making crazy beeping & are periodically shutting down..we had to go out of town & upon returning called customer service to schedule another appt & we ask if we could have the same 2 techs who came the last time & they said yes & when asking again about getting replacement ovens sears says that the technicians have to say weneed new ovens then they can be replaced...the morning they were supposed to come out i get a call from a different technician saying he is scheduled to be the one to service our ovens but it would be a waste of time because he does not even know how to work on these ovens...he said he would call his manager & call me back..he calls back & says i have to wait 2 more days then the techs who should have come will be out...they do show up..they are not sure what else to do for us...they call someone on their phone & say that this person knows what the problem is , that it can't be fixed & they would waste parts & time trying to repair..they go outside to make phone calls to see if we can get new ovens for us..even though customer service said technician had to handle us getting new ovenstechs said they had nothing to do with that, they had no authority & that sears had to handle that..they also talked to their manager & other people & told us we could not get new ovens they were not going to replace any more parts...really my $3,000 ovens do not work right but i can not have new parts put & i can not have replacement ovens & they told me to call customer service & complain & that they were sure they would have to back out again...called customer service..finally talked to someone who seemed a little concerned.& we were told she would talk to repair people about fixing & she wanted techs to come back out again today between 8 & 12....no show, no phone call...i called and was told we did have an open order but they did not know why the tech did not show...they said they wouyld investigate & call me back within an hour...that was an hour & half ago..still no call...this has been the most stressful situation ever...i have ovens that don't work right since september. have been told i can't have any more parts put in & i can not have replacement ovens....i will never buy from sears again..i have now read many reviews posted about sears home repair service where people are livid with similar situations..i wish i had read reviews first...i have contacted our attorney general to file a complaint & am doing so with better business bureau..if they can not resolve this nightmare i will hire a lawyer & sue...never would i have thought that a company could sell a product &extended warranty & say we are not changing any more parts & you can not have replacements.....the number of days i have worked my schedule around their appt time only to have no one show or call to say they can't fix anything is unbelievable...does a lemon law exist?

On 11/26/12, my wife Jennifer King, ordered a 7ft Auburn Pool Table/Ping-Pong combination sales check number 093001255059. I paid $211.99 for the item. I went to pick the unit up at the Neshaminy Mall Sears Store #01454 on 12/2/11. When the unit was being loaded into my pick-up truck, the store employees dropped it onto the driver’s side corner of my truck. This caused a hole in the packaging. On closer inspection, it was visible that the unit was cracked in half. I was creditted for the unit on sales check # 014549095321. I immediately reordered the unit on sales check # 093002156326. When I picked up the unit on 12/08/11, I received a credit because the box was damaged. When I attempted to assemble the unit on Christmas Eve, I observed that it was damaged. The table at the one center pocket was cracked through the wood and the plastice. There was also damage to one of the legs. My wife and I attempted to rectify the problem, making several calls and visits to the store. I was directed to cal the 1-800-4-my-home line. I spoke with customer service personnel who redirected me to the store. I was told that there were no repair ‘professionals’ in my area. I was told I had 90 days to return the table to the store. That statement is nonsense!! I have a 2 year warranty in place. I spoke to a salesperson named Tom at the Neshaminy Mall Sears on 01/19/12 at 4PM. Tom told me that he would discuss this with his manager and call me back. I still have not received a return call. What I expect now, after all the misdirection and aggravation, as well as the fraudulent sale of an apparently unusable warranty, is for Sears to make arrangements to replace the broken unit at their expense. You can deliver it, set it up and take the broken unit away. I expect to be contacted within 30 days of your receipt of this letter. My next step will be to contact my local Fox-29 station. They seem to thrive on reporting how people get screwed over. The negative publicity would be huge. I would also discuss with them the mini-bike that I purchased on sales check # 010840713994. The bike was sold to me from your Bustleton/Cottman Ave store just before Christmas. There were no handle bar assembly parts. Guess what?? When I contacted your store, they told me I was on my own. This is just another example of not only your store’s incompetence, but their refusal to make good on their own mistakes. Angry at being decieved, Brian King and family

(Continue...END) I would be more understanding if we were the reason for the needed repair and the mysterious cancellation of the parts but it is obviously a major flaw in the manufacturing of this Sears product and an associate not performing a thorough inquiry before cancelling an order and thinking that the customer is responsible for cost of a repair that falls under a service flash. To have the tech go out to the house again, then wait for the parts to arrive and have a tech go back for a fourth visit is ludicrous. It’s absurd that the part which was once ordered cannot be reordered eliminating all parties involved to rearrange their schedules. This is ridiculous and grant it being stationed away from our home, our tenant works days and the only authorized person to be in the home due to tenant/landlord agreement privacy act is our rental manager who already has a busy schedule, and who was there for the first two service calls and willing to be there again for the actual repair...not for a reassessment of the assessment already performed..

(Continue...It was relayed to me when the tech arrived and opened the refrigerator the first thing said was “this issue is common with this model and do you have the parts?” Of course there were no parts being that was the first time a Sears tech assessed the appliance. I was on the phone with my rental manager while the technician was at the house. At that moment she mentioned the tech was on the phone ordering the parts. He said to her that once the parts arrived to call Sears back to set up an appointment time to complete the repair. That evening I returned a missed phone call from Sears which was to confirm the ordered parts and to tell me once the parts arrived to call back to set up an appointment for the repair. I received calls from Sears (automatic messengers) as reminders to set up an appointment once the parts arrived. The last was received on 01/24/12. Today (02/06/12), my rental manager informed me that the parts had yet to arrive. I called Sears (third call 02/06/12) to find out the status. The representative who I spoke to told me the ordered parts and service were cancelled due to me not approving the estimated cost for the repair and that the technician attempted to call me three times (which is false because the only time I received a call from the Sears tech was the day of the service appointment) to seek my confirmation of the cost. I told him I did not receive any calls from the technician and explained to him that there should not be any cost associated with the repair because the issue falls under the service flash. He then placed me on hold to speak with a supervisor. When he returned he said I needed to set up a new appointment for a tech to go back and do a new assessment. I mentioned it did not make any sense for the tech to go to the house again and confirm what he already confirmed on 01/18/12. In disagreement I asked to speak to his supervisor. She was not helpful at all and told me she was unaware of any service flash associated with my account/appliance and I would have to pay for part of the repair. Again I disagreed and was then forwarded to another department to apparently help so I thought at first. Aside from Nancy I must say Mike ID#251164 was the most helpful and professional of all sears representatives I spoke with. He was the third representative I spoke to during my third call. He asked for the refrigerator model number, which I provided and confirmed that not only is there a service flash associated with the problem I explained, but there are two service flash (FF46-515R5 & FF46-515R6) associated with the model. He assured me that there will be no out of pocket expense for the repair. He mentioned that the parts could not be reordered until a service tech reassessed the refrigerator. I asked why does a service tech need to reconfirm what’s he has already confirmed. Mike expressed they want to be sure no additional issues arose since the last call. He said he would be able to schedule the first appointment in the morning. I said I would need to call back again because I needed to check with my rental manager to find out her availability. My rental manager confirmed there were no new related issues with teh fridge. When I called back (fourth call 02/06/12) I spoke with Diane #ID251055. I explained that I was calling back in regards to a service appointment. Again, I explained to her everything that I have mentioned previously, the situation about being stationed elsewhere due to my husband being in the Army and the inconvenience having to do another assessment. I asked her if there is any possibility to reorder the parts since it’s already in the system eliminating the additional service call as it has already caused a lot of hassle. She mentioned they do not know which parts are required because it is not recorded in my notes. I inquired and said shouldn’t there be documentation of all such orders? It was then explained when parts are cancelled some of the information (as to what parts) are not retained in the recorded documentation. I guess asking so many questions and being inquisitive lead Diane to say “that’s what happens when you’re out of state.” I took extreme offense to that comment. I was appalled. I could not believe what she said knowing I had mentioned to her being stationed elsewhere due to my husband being in the Army. When I asked if I had any further questions I told Diane I was offended at her remark and attempted to express myself past the big knot that developed in my throat how we don’t have a choice where were live. I understand how frustrating it can be at times as a customer service representative, yet as a professional there are some things you just don’t say. I am proud of my husband’s service to his country and as a provider for our family. She apologized stating that she did not mean any offense and she meant the long distance and trying to deal with things like this over the phone. Yet it has left a bitter taste.

We contacted Sears Home Service because our Whirlpool Cabrio washing machine sounded like a jet taking off. The service department said that the cost would be $140.00, but that would be put toward the repair of the machine. The technician came to the house and was incredibly rude. He went to the washer, put it on the spin cycle for about a second and told us to buy a new machine. That's it. We told him we wanted it fixed, he wouldn't fix it and demanded $140.00. We gave him the check to avoid conflict and contact a local repair company. They came and contacted Whirlpool on the spot and found out that Whirlpool is replacing the part for free. We stopped payment on the check and now are in a battle with Sears because they sent it to collection. We called Sears to get an address to send a copy of letter we're sending to the collection agency they hired and they refused to give us an address. Needless to say we will never, every use Sears again. It is not a surprise that they are in financial trouble. Good Riddance.

My wife bought me Pressure Washer for Christmas. It stopped working after a few minutes of use. I have called Sears Marketplace customer no-service on three occasions and have yet to get this resolved. My main issue is that they want me to pay the return postage for this piece of junk, which could easily cost $25. Twice I was told that I would be emailed a prepaid UPS label, which never happened. Today I was told that my return label requests had been rejected. IAlso, I'm not allowed return it to my local Sears store either. This week I will make my final call to Sears, specifically to Imran Jooma (Sr. Online Exec). If that doesn't work, I'll take it to the Clark Howard Show. He has a way of encouraging companies to treat customers fairly. Who knows maybe Stephanie L. will resolve this before I waste any more of my time on it.

Well I guess my other story didn't post and I don't want to write the whole long thing again, but, SEARS AUTO DEPARTMENT (Middletown, New York) THREATENS TO CALL THE POLICE IF YOU ARE DISSATISFIED with their work. Happened to me on December 2, 2011 and I have attempted several times to call them on some phone number they gave me for a "Robert Plyler" in the executive offices...but I never get a call back. I am a licensed attorney and am now looking into just how much this has been happening to see if there is a basis for any litigation!

Sears Automotive in Middletown, New York (Crystal Run Galleria Mall) threatens to call the police on people who are dissatisfied with their repairs and as a result refuse to pay their bill until a resolution is worked out! It happened to me in November of 2011 when I brought my truck in for new tires and a new thermostat. First, they "upsold" me a bunch of extra repairs because they said they kept finding things wrong with the truck that I didn't know about. Eventually I authorized them to do a bunch of repairs that were to total $1500. After numerous delays I returned to get the truck and was told they only completed $1300 of the repairs because the last two steps they sold me: an alignment and a tire rod, were not actually repaired because, in their words my "entire front end [was] shot", so it was worthless. Later their own manager admitted that they should have checked the front end or noticed the problem BEFORE doing any work to the truck, yet still wanted me to pay a $1300 bill. This manager, Dave Hildenbrand, told me that in fact my front end was NOT shot, that his staff made a "quick call" on that and that that one of them, a manager named James was "not mechanically inclined" and that they'd had problems with him before! Thus I should not listen to him, actually my truck is fine. So now I have three different stories from them and cannot trust or rely on their work. Dave's suggestion was "well, we'll go ahead and do the alignment and tire rod for free" instead of charging me the full $1500. Obviously, since other members of his staff had told me this repair (and in effect all repairs) was worthless, I declined and said I would get back to him. He then turned quite unfriendly and said "well the truck can't sit in here forever" so I had better hurry up and let them know what I planned to do within 24 hours or else they would call the police. He FURTHER said "i'm supposed to have already called" within the first 24 hours (my discussion with Dave didn't occur until a day or two after my discussion with the others). I wrote them and was given a case number to call back about, but actually they left messages at my mother's house (where I have not gotten a phone call in 10 years and it was never the number I left them in my letters or during the repairs). I got the messages later (probably weeks later) from my mother and then returned their call, citing the case number, and left three different voicemails with my proper phone number, to a "Robert Plyler" or a "Christy Winn" in the Sears Exec Office. No one has called me back. I am an attorney and am looking into whether or not Sears, or at least the Middletown, NY Sears, actually threatens customers with police action when the customer is dissatisfied with their shoddy work.

Before Christmas I purchased a washing machine on Sears.com from my wife's grandmother. We had it delivered to a local Sears in her area to be picked up. The machine wasn't working right after about 10 days. Called the warranty dept who sent out a tech to look at it. He called me to let me know that we should just replace it since it's under warranty. Called the store manager in Guymon, Ok, Charles Andrews. He pulled up my order, saw that it was under warranty and told me he would take care of it. 3 weeks later I called back and there he had no idea if it had been ordered or not and referred me to an 800 # that he said was "the warehouse" and they could tell me where my order was. The number was NOT the warehouse and consequently I was passed from one customer service person to another having to explain the situation a total of SEVEN times. There were ZERO notes on the account that a tech looked at the machine, made recommendations or said it needed replaced. The store manager had NO CLUE what-so-ever either. The customer service people seemed to not know where to transfer me, all I heard was the standard, "We're sorry this happened...and blah blah blah." I knew I should have spent the extra time and money and purchased from Home Depot, Lowes or Best Buy. The SEARS service that I dealt with was/is incompetent on EVERY LEVEL. I will NEVER purchases ANYTHING from this organization again. My predication is that in 2 or 3 years they will probably not exist with the poor products and poor customer service they provide.

Dear Lisa Greco, Please accept our apologies for the poor service concerning the repair on your washer. This is not the type of service Sears prides itself on. I can understand how upsetting this can be after not receiving the parts required and having to endure multiple reschedules. 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 “Lisa Greco” 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

Its show you who sears cares about. Stephanie L is only allowed to look and give answer to only a few people. To bad for the rest of us . I really loved my job as a tech at sears. I always to care of customer first. But sears didnt care of its employes. This shoud show customer how the feel about them. FOMER TECH