Sears Corporate Office & Headquarters

No wonder Sears is closing over 100 stores. The quality and customer service by Sears has been declining for years and has now hit the bottom. Purchased a mattress set in 2007 at Sears, Cumberland Mall, Georgia. Came with a ten (10) year warranty, At four (4) years, the mattress and box spring, made by Sealy is defectve. Went through tedious protocal with Sears Mattress Warranty Department located in Texas, This included submitting numerous photographs of the mattress, box spring, bed frame, and receipt, along with copy of actual warranty. Was called on 01/10-2012 by Sidney, ID# 83301 and notified that the photographs revealed no sagging, therefore no replacement under warranty. Emphasized that my letter stated that the defects didn't involve a sagging issue, but weakness in certain area of mattress to include coil(s) or wires that were loose and/or broken. Additionally, that the box spring squeaked, rattles, and make other noises in same area, to include loose or broken module wire, compression of modules, which are all clearly identified as being covered under the ten (10) year warranty. Sorry, no evidence of sagging, so "we" (Sears) can't do anything. DUH! Escalated to manager, Christina, ID# 080828, who restated what Sidney stated. Where is the "common sense" in these Sears personal? Don't they understand that there wouldn't be any sagging with the aforementioned issues, nor would pictures depict sagging? I've been wronged as a Sears customer. This mattress set is clearly under warranty and Sears refuses to replace the mattress set. When I suggested that Sears send someone out to my residence to inspect the aforementioned for verification, the manager, Christina merely stated that Sears doesn't do that as Sears doesn't hire people to go out and inspect mattress sets in homes. Even though I'm disabled and fall under the American with Disabilities Act (ADA). If someone with some common sense from upper management reads this, please feel free to contact me at (770) 980-0019. If not, I will NEVER set foot in another Sears store again.

My husband and I live in Garland, Texas and recently purchased a dishwasher from the Collin Creek Sears in Plano, Texas. We just wanted to let someone in charge of the maintence crews that are sent out to install the dishwasher we bought that we were so impressed with the gentleman that showed up we felt like he deserved someone to write something possitive about his work! His name was Keith Hammock. To remove our old dishwasher was a huge challenge because it would't come out of the slot it was in...it was hung behind the new tile we had installed in the kitchen. Keith worked so hard and never gave up and finially he went and got an electric saw and sawed the legs off of it so he could pull it out! A one hour job turned into almost four hours but Keith never complained and worked as if we were his only job that day! He certainly derserves a huge recommendation of installments and a big raise for being so professional! For Keith's sake, I hope someone in charge takes this seriously! PAY IT FORWARD!!!!!!!!!! Thanks so much...The Rex's

SEARS used our debit number to charge our checking account $199.99 for a water heater installation on 12/30/11 then took an additional $199.99 from our checking account on 1/1/12 and insists they credited our account back $199.99 on 1/2/12. However it is now 1/09/12 with no credit received on our checking account YET. Sears said it takes 5 to 7 days to get the credit through the bank. WELL, how come they can take the amount out of my checking account immediately but it takes them 5 to 7 days to credit it back to my account???? They did not tell me of the second charge and supposed credit to my checking account. I only discovered the duplicate charge with no credit applied when I saw my account balance was a lot less than it should be. When I called to complain stating if I had not noticed this duplicate charge and wrote checks on money I was supposed to have in my account but thanks to SEARS do not, I could have had returned check charges out of the yazoo. In addition to this rip off, the water heater installation that was supposed happen the next morning after I called did not happen until 3 days later and I had to call each day to get it done. Since the install did not happen the next morning they said I would receive a $50 gift card well, guess what - 11 days later I STILL do not have that either. We have been Sears customers for years but thanks to this latest we will no longer shop at Sears!!!

I have been a current sears associate for over two years now. All I wanna say is that we get treated like the bottom scum of an old bucket of shit. We are expected to clean up everyone elses messes, don't get me wrong i don't mind giving a helping hanbd from time to time but its the simple nagging things that are left around our stock room and the trash left all over the place. the thing that leads to this is that we get scolded at for it being there. This isn't right. I was also a cashier for the first two years I've been here and i can promise you this store cannot function efficiently without us. I would like corporate to acknowledge the hard work that we put into this place. For example: Say all of the backroom team associates were to go on strike, the store couldn't possibly run and reorganize all the stock rooms and pick ups in a timely manner. WE DESERVE MORE RESPECT!

Dear Mr. Lampert I was currently fired from a local kmart for simply accepting something from a customer. What bothers me the most is my boss and lose prevention knew about the situation from a month before my termination, why did they Wait till I approached the situation and brought it up to the lose preventions attention? Also why can a homeless individual continúe STEALING and nothing happens and to make matters worse loss prevention is aware of that individual. With all do respect, but thats a crock.

I just read that Sears may not be around for long.Wow, what a sad thought. I got my sears charge card back in 1970. I can tell you why you are going out of business. No Salesmanship. Any one who has been in Sears will tell you that you have to beg someone to ring up your purchase. Also. no one there would ever try to sell you anything. They are just there at work to kill time. I do not blame your sales force. This problem is all managment. Your sales force has had no training in the art of selling.If you wanted to save this company you would need to have your managers leave there offices and go to the sales floor. There is nothing wrong with any of the products you sell. You just don't care enough to do a good sales job.

My wife ordered a truck box for my 04 Mazda pickup for my Christmas present. I endedup waiting for an hour while the ONE person at pickup went through everyone waiting to pickup their purchases. When he got to me, he had an attitude problem and then said go to Automotive to get it. When I finally got my box, and got it home it was for an F-150 truck. I took it back and the guy there made me wait for 45 minutes while he was Helping a sweet young thing, then it was another thiry minutes while he told me he would have to reorder it and it would be another two weeksbefore I would get my box. THANKS SEARS FOR SCREWING UP MY CHRISTMAS!!!!! I will not be buying anything else from your store again. I will get my tools from SNAPON OR someone else YOUR LAFAYETTE INDIANA STORE SUCKS!!!!!!!!!!!!!!

Sears is a place not to shop they product is no good and they give you the run around when talking to Sale Repersentive. I perchase a product from Sears had for 2 months started giving problem so i called repair technician he came out and look at it and said powerboard went out. So, he ordered the parts and them shipped to my address and said to give a call when the parts got here. I gave them a call and they gave me an appointment time he would come out and fix it. I received a call early morning on the appointment day and my answer machine caught it because I was sleep but my time was set for between 1pm and 4pm. Well, he never showed so I called the store and they said he didn't come out because I didn't answer the phone. Then tried to reschedule for a later date. They won't exchange it for another and I am paying all this money for a T.V. that doesn't work properly. I advise anyone not to buy from them and I will never ever do business with Sears again.

(I'm submitting this here because the e-mail that is listed for sears came back to me) I bought an XL mattress from sears.com on Dec. 4th and we thought it was much too hard so we decided to return it. I called on Jan 2nd to get the return policy information and was told that I was responsible for shipping back. The problem I had this morning is that I could not vacuum seal the package the way that Innerspace did. And instead of costing $18 to return it was going to be $67 at the least. I decided to call sears to see if I could possibly bring it to a store of they might be able to help me with the cost, considering it would be almost half the cost of the mattress. Now I am writing to you due to the service I got when I tried looking for help. The manager, Megan, told me that I should have read the description more closely so I would have known what I was getting and that maybe should could have helped me but it takes 48 hours to get an e-ticket return label and that would take me over the 30 days. Does that sound as unbelievable to you as it did to me? I went back to read the description and it used words like support, comfort and it would exceed my expectation. Therefore in my opinion the description is unclear if not wrong, does that help me? I was under the impression that Sears was a top quality company that wants their customers to be 100% satisfied like LL Bean and REI, and this is why we buy so much from Sears, our television, appliances etc. But this has been the worst customer service I have ever received, mostly due to the way she spoke to me and made me feel like I had made the mistake. Could you help me in any way possible, as I pointed out though, my strict 30 warranty ends tomorrow!

Wow, all I wanted was the corporate number to call and talk to a manager about an issue and now I see all of these poor ratings and NOTHING positive. How sad. My situation is regarding the purchase of a mattress. The original purchase was in '09 and by '10 it was sagging really bad. They honored an exchange for another mattress and in '11 it too began to sad. We are not overweight people and nothing is wrong with the box springs. So we jump through all of the hoops we need to in order to return the mattress once again and not only do we have to pay for shipping (again) but I'm told that after this one, we will no longer be eligible for the exchange program. Additionally, the warranty is not per the product, it is per the original purchase. So I am already 3 years into a 10 year warranty on something that is brand new. What??? A refund is not an option so we have to choose a different mattress now since the original is no longer available. Hmm, imagine that! The mattress we chose is about $200 cheaper but they will not give us the difference. However if we choose a mattress that is more expensive, we have to pay the difference. This whole thing is just amazing to me! Good luck Sears. I can't see how you will survive is service continues like it is based on the above instances.

I purchased three Kenmore appliances from the sears store in Coconut Creek , Florida. I have had problems with two. One of which is a Dishwasher. It started to leak and I made an appointment for a service call. I was charged $129.00 for a service call fee plus parts which drove the price up over $200.00 and had to wait an additional week for the part and istallation. A week ago the same problem occured and after callin in I will be charged another $129.00 plus parts. I can see why a company that has always been a part of American life is closing a 100 plus stores. You have out sourced your service department which charges an outragious price and poor results. I will not be shopping sears again. Thanks for nothing, Angelo Canale

Have a 3 month old $1600 (Craftsman) tractor that is leaking oil, called for service and got a 9 Hour window appointment, thats right 9 hour window, tried calling the day of appointment to get an idea when the repair person might be arriving got put on hold and had to lisen to Indian music, then got hung up on. Well needless to say I am no longer a supporter in Sears. Does anyone care about customer service anymore. Sad sad sad......

Today is January 3rd, 2012 and I have been without a fridge and all my food spoiled. The technician came three times, in which I missed three days of work (non-paid). All he did was click on a computer and no tools were used, apparently they only use a laptop to look useful. I have been using a cooler to feed my family and Sears could care less. I have gone through their phone tree 20x and have repeated my story over and over. I am beyond myself and so disappointed with thier customer service, but most of all these rookie service techs. I went out and bought a brand new and NOT with Sears! The disappointment and the lack of care is so disheartening! What a way to flush the loyality down the drain. I am still waiting to hear back for my appointment!

I WANTED YOU TO KNOW YOU HAVE NO LONGER ANY CUSTOMER SERVICE FOR THE PUBLIC. ON 1/2/12 IN MODESTO, CA I WAITED FOR HELP IN LINGERIE THEN HAD TO WALK THE WIDTH OF THE STORE TO A REGISTER IN HOME WARES TO ASK THEM TO SEND ME HELP. IT TOOK MAYBE 10 MINUTES. WHILE I WAITED THERE WERE PROBABLY 5 OTHER PEOPLE CAME INTO THE DEPT TO FIND HELP AND FINDING NO ONE LEFT. MY HUSBAND WENT TO MENS TO FIND SUSPENDERS AND FOUND YOU DON'T CARRY THEM. WE DID BUY WHAT WE WENT THERE FOR WHICH WAS A WASHER. ALL KINDS OF HELP IN THAT DEPT. WE HAVE ALWAYS FELT SEARS HAD GOOD PRODUCTS. THE LINE IN THE TOOL SECTION PROBABLY HAD 10 + CUSTOMERS IN THE LINE FOR THE REGISTER. HOME WARES HAD ONE PERSON ON THE REGISTER AND HAD I THINK IT WAS 6 PEOPLE WAITING IN LINE. ALL OF THE ABOVE MAKES ME THINK YOU NEED A NEW CEO OR SOME MAJOR... CHANGE UNLESS YOU ARE JUST TRYING TO GET OUT OF THE DEPT. STORE BUSINESS. THERE WERE SO MANY PEOPLE IN YOUR STORE YESTERDAY AND VERY FEW LEFT WITH PURCHASES. PAUL AND IVY LAFFOON

I had an appointment to get my dryer fixed this afternoon between 1-4. Had my parents come in from out of town to wait for the repairman since I could not be here during those hours today. I was told that there would be a phone call an hour before the repairman arrived. No phone call ever happened. I called at 4 to find out that my appointment had been cancelled due to a number of technicians not showing up for work today. The dispatcher never called to tell us the appointment was not going to happen and wasted my parents day and time. And to make matters worse, the next available appointment is six days from now. If I hadn't recently bought an extension on the warranty I would call someone else to fix my dryer. I'll never buy from Sears again. This is VERY poor customer service, a waste of time, money and gas.

It's pretty sad that your company is willing to lose a "Valued Sears Customer" over an order you could have stopped in the fist place. ----- Original Message ----- rFrom: "Sears Parts Direct - Customer Support 1" <pdfeedback@customerservice.sears.com> To: "ja scherer" <ja.scherer@frontier.com> Sent: Sunday, January 1, 2012 9:36:56 AM Subject: Re: Page Feedback Parts Direct Page (KMM20587223V28560L0KM) Good Morning Valued Sears Customer, We received your concern regarding our cancellation policy. We strive to provide you with the quickest delivery possible. For this reason, once your order is processed we are unable to change or cancel it. We regret any inconvenience this may cause. Our cancellation policy is detailed before you click the final 'place order' button to submit your order. As a result, you are responsible for the return shipping expense when returning an item to Sears PartsDirect. If we can be of additional assistance, please feel free to contact us back through email at partsdirect@customerservice.sears.com, Chat, or phone at 1-800-469-4663. We appreciate your understanding. Evin P. Sears PartsDirect partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ I understand having to pay shipping to get the parts to me but since I could not stop the the order I feel I should not have to pay to return the parts. ----- Original Message ----- From: "Sears Parts Direct - Customer Support 1" <pdfeedback@customerservice.sears.com> To: "ja scherer" <ja.scherer@frontier.com> Sent: Saturday, December 31, 2011 2:16:09 PM Subject: Re: Page Feedback Parts Direct Page (KMM20581406V58925L0KM) Good Afternoon Valued Sears Customer: We are so sorry that we are unable to accommodate your request to cancel your recent part order. To ensure that you receive your parts order in a timely manner, orders are automatically processed electronically. Once processed, your order cannot be changed or cancelled. We value the fact you took the time to give us feedback on our performance. Sears PartsDirect aims to consistently deliver service that improves the customer experience and we hope we have the opportunity to prove that to you in the future. If we can be of additional assistance with any of your parts needs, please contact us at partsdirect@customerservice.sears.com or call us at 1-800-4MY-HOME (1-800-469-4663). We appreciate your business and thank you for choosing Sears. Linda M. Sears Parts Direct partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ () Please enter your email address if you want us to contact you:: ja.scherer@frontier.com Share your feedback here: : My order number is 316291736.Your policy not to be able to cancel an order is bulls&%. I placed an order approximately 12 hrs ago. I just called to cancel the order because they were not needed. Now I will have to pay for shipping to me and back to you for nothing once I get the parts I won't need. I've in the past purchased many Sears products from appliances, tools and garden equipment. If this is going to be your policy then I will no longer purchase a Sears product again. Gee I wonder why you're losing loyal customers. ------------------------------------------------------------------------ ------------- This message, including any attachments, is the property of Sears Holding Corporation and/or one of its subsidaries. It is confidential and may contain proprietary or legally privleged information. If you are not the intended recipient, please delete it without reading the contents. Thank you.

Please change to no stars. People having trouble with repairs is because sears has no service department as use to, it is contracted to outside service that works on all brands. If you want a company that treats the customer like sears use to twenty years ago go to Lowes try them out.

I had a repair man out to fix one of my appliances on Dec 27 and he had to order the part. He told me he would be back out on Saturday December31 to replace the part. I called in the morning to make sure that they were still coming. I was told that they would be out on January 4 to make the repair. After spending over 1 hour on the phone being on hold,and to hear that Jan. 4th. No one told me to call when the part came in and and they make the appointment when they want you to have it. Its a good thing that they can lie to you and say that they can't do any thing for you. Its a good thing that we now have the web, and you can search and find the way to make the repairs with the parts that they sent to your home. They are the ones that are the loser,I have the parts and now the repair has be made without a service person coming back out. Sears, walmart or any of the other big box stores only care about the green, and the bouns, that the big people are going to get. All they do is seat on the big asses,and watch the green get bigger, because they treat the rest of the workers like slaves. They are the ones that make the green and get JACK SHIT

I have bought Sears tools for 15 years and throughout I have never had to have a reciept to bring in a defective tool. I bought a Craftsman professional floor jack that will not even raise a compact car. The jack states that it is a 3 ton for suv's and small trucks. Won't even lift a Ford escort. When I tried to exchange for another one I was told without care " you cannot exchange without a reciept no exeptions. I have either broke, had damaged tools from the begining I am completly disapointed my garage is filled with Craftsman tools and even craftsman lawn tools that I am now going to sell before they break. All over a $100 jack. That nobody will stand behind.

My purchase was outsourced to Tech Geeks. Apparently there is no hope for the item to be delivered as of today (it was supposed to arrive before Christmas origionally). So far Sears has been fairly kind in dealing with me, but in the morning I am asking for my refund. I can only hope things will go smoothly from there! Do not buy through the 3rd party companies!