Sears Corporate Office & Headquarters

My grandmother had been a sears customer for over 60 years, and she recently passed away. She had a Sears Premium Mastercard. She had an excellent credit score before her death. She paid her bill on time ALWAYS! I was an authorized user on her account. She had been a member of the Sears Choice Rewards. At the time of her death she had a little over 12,000 points which is not an extreme amount, but would have been enough to redeem for sears or kmart gift cards which is exactly what she was getting ready to do for my children, her great grandchildren for Christmas.She had told me she wanted to call and see about redeeming the points just a week or so before her death. She told me years ago that if something ever happend to her to make sure her bills or anyone she owed money to was paid off. This is exactly what I did with sears. When I called to tell them of her passing I was told her account would have to be closed and turned over to an estate services company. I said that I understood, but what about redeeming the points for the choice rewards. I was told by the sears employee that could still be done at a later date. Well after receiving the letter in regards to her account from the estate services company to which I PAID HER ACCOUNT IN FULL OVER THE PHONE THAT DAY... I called sears back to redeem the points for gift cards to put under the tree to the kids FROM HER, I am being told that since the account is closed I cannot do this. Now it is not my fault that a sears employee didn't do their job correctly! By making purchases prior to her death she had earned the points before the account was closed so I strongly feel like sears should honor the points trying to be redeemed. I am being told by several different people that there is nothing that can be done. This is ridiculous! I am seriously debating not shopping at a sears or kmart store in the future.

We are a military family and my fiancé is stationed in another state. We ordered some things Black Friday from Sears.com. ( Three Android Tablets from electronicdeals.com which is apparently a 3rd party vendor of theirs) Well after two weeks of struggling to get anyone to help us (being out on hold 20 minutes at a time, hung up on, and dealing with their outsourced customer service) they have basically told us they have no idea where our stuff is, after charging us 300+$ for it. They are saying they cannot give us our money back bc it was one of third 3rd party vendors. Sears.com is who us reflected on the credit card statement. When you call the 3rd party vendor, they are not taking phone calls (due to the holiday season) and say to email them, which we did and got no response. Sears corporate office supposedly built a case ( sending a 25$ ecard for our inconvenience and when we called today, yet again, and we're told that their system was down and has been for a few days and when it comes back up the case manager will email us back- lets hold our breath. Clearly Sears.com is running a scam. Holidays are hard enough for us with 4 children who's father is stationed 1000 miles away. I don't want to see anyone else go through this with them... And we want answers!!!! We have contacted the local news stations and the BBB!!!!!

Hi, On or about November 19th I put two craftsman tool chests on layaway for as a Christmas gift for my son. When I put these chests on layaway I was assured by the sales clerk that they were in stock and would be available for Christmas. When I went into the Yuba City, CA Sears store to pay them off (3 wks later) on Friday, December 9th the sales clerk told me I could drive around and pick them up. When I went to pick up my merchandise I was notified the chests were not in stock and I would not get them until January 8th! I went back in to speak to let a different clerk know the merchandise was not Availble and how could this have happened. I was offered a refund, but I don't want a refund. I want the merchandise I have already paid for! I have planned these gifts. I have already purchased other gifts to go with them. I don't have the time to replan! I don't understand how Sears could allow my already purchased and supposable secured/reserved merchandise to be sold right out from underneath me. I am so upset it is all I can do not to cry. My sons Christmas is ruined. After waiting for about 1/2 hour in the store I am told that they DO in fact have the merchandise on hand and will load it shortly and apologies for the trouble. I wait another 1/2 hour, then I'm told that they only have 1 piece in stock and will not be able to acquire my already paid for merchandise until the 8th. At this point I'm getting dizzy from the rollercoaster ride of on again off again stories. Now, I speak to a fourth person...her name is Lisa (like me) even though I don't get a very good feeling from her she does discount the chest by $20 for my troubles, but this doesn't fix anything! I don't understand why I cannot have the floor model. Lisa told me that they cannot sale that and also informs me that lay-away is not guarantee that the material will be available. She said that a lot of people don't pick up their gifts and they cannot store everything or some garbage like that. Makes me feel like I'm being penalized because of "other people" and how they do business! I process orders for a living and I do know about reserved stock and I do know how to expedite material! And keeping customers satisfied. I want resolution! I want my sons gift for Christmas! Not next year! I don't want a refund - I want my merchandise. If I don't get a response to this e-mail I have just spent most of my work morning typing I will be calling the head honchos on my lunch break. I have been making my big ticket purchases at Sears for years and I am sorry to say I just purchased my washing machine from Lowes just last night because I don't feel Sears deserves my business anymore. I have asked my family and friends not to shop there anymore - I've told the lady at Starbucks, my co-workers, my Face Book friends and everyone I come into contact with. Sears needs to make this right! Expedite my material! Get it to me and my son for Christmas!

I put a electric scooter on layaway in November on sears.com. Made all payments on line including the last payment. When I put the item on layaway it gave me an option to choose the store to pick up the item. When I went to the store to pick up my item the nightmare began. The store states I had a balance of $99. They only shows one payment. They called sears.com and was told that the last payment was still pending. The store manager told me that if I make the last payment at the store they will refund me the payment that is pending. But no can explain why there system shows a differnt balance then sears.com. Basically they are asking me to pay an extra $25 above the price.. Doesn't make sense because the payment is pending in my bank account. I called my bank to request a cancellation of payment and I was informed that Sears needed to do it. I called sears.com and I was informed the payment was processed and they couldn't cancel it. I asked if the payment was process then why couldn't I pick up my item. Customer service could 't answer so he suggested that he could but a process in request they put it from pending to items pick up. Then 24 hours later I get a email stated they could not do this and for me to cancel my order. Of course if I do that I wil be charged a fee. They email did not offer to waive the fee. It seems to me that sears is trying to get extra Manley from and offer no solution. Here it's 14 days before Christmas and it doesn't seem like sears is going to help me with this situtuion. I'm out of $119 and no Christmas gift for my daughter. Thank you aerate for making my Christmas a horrible one. I will continue to tell my story on facebook twitter friend and family co workers and all the. Logs possible. Your company has ruined my Christmas and I wil make sure thousands if hundred of thousand of people will know what your company has done. I'm figured with this company. I trusted sears for many years but it seems that excerise e are running this to the ground.

bought a king size mattress set oct 24th told me it was to be delevered dec 7th in the morn so i took off work.. got a phone call that morning telling me it was coming well guess what it never came.... them they tell me i didnt buy a set i bought a king mattress and one twin boxspring so i called them they hung up on me 3 times..talked to 15 diff people so finaly I thought we had it figured out so they said my whole bed set would be delevered today guess what they called this morn at 730am said no dont have the whole bed wont be delevered till dec 14th and all i got was sorry for the trouble FUCK SEARS>>>>>

Sears.com uses the 3rd party seller electronicdealz.com. I ordered an Android Tablet from Sears.com and it was supposed to be shipped from electronicdealz.com. I am absolutely disgusted at the lack of communication between the 2 stores. No one is able to tell me where my merchandise is or when it will be delivered. I felt very secure in using the third party merchant because Sears is such a trusted name. I will never purchase anything on Sears.com again and will encourage my friends and family to do the same. When I called Sears.com, the person I spoke with was able to give me no advice other than to call the merchant directly. When I called electronicdealz.com a machine picked up and said that they are not answering the phone during the Christmas season. I have no idea if this company is legitimate and I am shocked that Sears would associate with a company with such awful customer service and a "C" rating with the BBB. This is the only thing my son wants for Christmas and if I don't receive it or don't receive a refund ASAP I won't be able to give him a gift. This is not the kind of service I expect from a respected store like Sears.

I purchased a kENMORE (LG)double door refrigerator model #79575552401 from sears along with a home warranty.within one year the Door gaskets which rub togather were cracking. sears contractor A & E Appliance changed it out.The repairman said it was a bad design due to the doors not being able to be adjusted?? so far I have had the gaskets replaced 4 or 5 times.Every time was a run around on the phone.the repairman was suppose to come and replace it again, But called to say he was not comming and it would be a charge for the part and installation of over $300 to have it repaired? I still have the home care and it does not expire until next year?After another run aroun of phone tag transfer from one to another AND CHANGING CASE NUMBERS I was told that they would call me within 24 hours. Well NO CALL and I don't expect to get one. SO SEARS YOU HAVE LOST ANOTHER LOYAL CUSTOMER!! I WON"T BE BACK SO DON"TSEND ME ANY MORE E MAILS i MARKED SEARS AS SPAM!!WILL CALL THE bbb AND WARN ALL OF SEARS SHODDY BUSINESS PRACTICES.sEARS WILL PUT THE kENMORE NAME ON ANYTHING DON'T BUY IT.

I bought a Kenmore front load washer and dryer just 2 months ago. Last Saturday (11/26), the dryer stopped working. We set up an appointment with the repair service center to come and fix it between 1-5pm this Saturday (12/3). I get a call at 8:15 on 12/3 asking for directions because they were on their way. I told the guy that's not correct, we had an appt for 1-5 and I had an eye appt and wouldn't be home. He said he'd switch some things around and see me in the afternoon. At 4:30pm I get a phone call from the Sears automated service telling me it's important I call this phone number to RESCHEDULE MY APPOINTMENT. We called the number and they said we scheduled our appt for 8-Noon and because we couldn't be there, we had to reschedule. We did NOT choose a time we weren't going to be there! The lady on the phone THE FIRST TIME confirmed the 1-5 time slot with us 3 TIMES! Now, we have to wait ANOTHER WEEK for someone to come and look at a dryer that shouldn't even be malfunctioning. I used to really like Sears, but after my and others' dealings with them, they'll never get my patronage again. Thanks for not honoring your agreements Sears. Good job on actively pushing people away from your stores...

I need to return a pair of work boots from Sears.com due to wrong sizing, I normally wear 8 1/2 but in the size chart, there were no 1/2 size, so I ordered the 8W instead and thinking if the size do not fit, I can return back to any Sear's store, that was shown on their return policy. The boot leather was cutting the top of my feet and I can not wear, when I returned to Sears store, I was told I can only ship it back using the label provided on the packaging slip and I have to pay for the shipping cost. I called Sears customer service and the associate Glen (134619), first told me that he will generate a UPS return code and I can just bring it to any UPS and the shipment will be free, then after putting me on hold for a few minutes, he told me I have to ship it back at my own cost since this is a third party product, I never heard of Sears selling third party stuff. The reason I am placing this order even knowing that the size might not fit (because they don't have size 8 1/2), is that I read the return policy and it indicates that I can return the item back to any Sears store, apparently this is not the case because this is third party stuff and Sears just indicate the requirement on the packaging slip, which is misleading. If this is third party stuff and I am responsible to pay for the return, Sears should clearly indicate it on the product page, this is false advertisement.

Having Sears do anything in your home is a big mistake! Don't call them; look for someone else. Being able to charge the work on your charge card isn't worth the total amount of destruction, confusion, delays, and frustration that you will have to endure from the subcontract labor that their Home Improvement Department hires. We wanted garage doors on a shop installed. It took the sales person four weeks to figure out how to get the paperwork processed! I should have taken that as the first sign that there was a problem. I have had to make numerous phone calls because it took too long to get the garage doors made. Then they were supposed to come to the house on a Friday, and then a Wednesday, and then the next Friday, then Saturday, and then finally showed up on a Sunday. The workers were supposed to take on two hours to get the doors up. Of course, that probably was before they had to drive to the nearest town to get the hardware for the doors that was supposed to be included. They were gone for three hours while they goofed off and went out to eat. My husband is still in the shop so he can watch them, and I suspect he will be there all night. He has already missed two days of work because of the delays in installation. Sears will discount these doors tremendously!!! Heed my warnings, look for another company to do your work!!!

Sears protection agreement is a fraud. I purchased a high capacity Kenmore Elite washer (which I do not recommend to anyone) with the protection agreement. Since it was bought, it has been repaired over 8 times. The protection agreement states that the equipment has to be broken 4 times within 1 year... Today, I had my 4th visit within 1 year from the technician because guess what: it's broken again! I called the number provided by the technician to see if I can get a reasonable credit so I can purchase another one, and SHANIKA (whoever she is) said that it was not covered until MORE REPAIRS were made to it! I asked to speak to a MANAGER, and she told me she was the person that made the important decisions of the company. I didn't know that a telephone operator had the right to make decisions for Sears. As of my understanding, SEARS does not honor what they sell to us customers! Sears USED to be the #1 store in appliance quality, but they have REALLY dropped from their equipment and/or service quality.

I went online to the Sears outlet store and purchased a "reconditioned" mattress. I called the store to ask about the recondioning process and was told there was a "mattress specialist" there to answer my questions. I spoke with him and ordered the mattress. He told me it wasn;t there but they had them in the warehouse and he would contact me when it arrived for pick-up. I got the e-mail and drove 50 miles one way to pick it up. I was kept waiting for 1 hour while they "looked" for it. It never even existed I was told. Some kind of "flaw" in the system! THEN I was told there WAS no reconditioning process. They lied right to my face! All I got was a "sorry" and a $5 coupon for my "wait time". I then drove to another outlet and got another mattress for $250 more! I couldn't even get a deal on it for my trouble! This isn't the first time Sears has taken my money and put me thru the hoops only to NOT have my merchandise. If there is a flaw in the system, then it should be fixed! Maybe they need a new computer specialist!

It's not even worth one star. I purchased a $1,300 stacked washer and dryer from Sears not even a year ago. Last night it began making a horrible banging sound during the wash/spin cycle and then began pouring an entire load's worth of water out of it. The water flooded my upstairs and went through my ceiling to my downstairs level. My carpets are ruined. My ceiling is damaged. As I'm still under the year warranty, I called Sears first thing this morning. Their first available appt. is 10 days from now. They kept connecting me to their "Customer Solutions" Department representatives who kept reading to me from their cue cards "I understand your frustration." I asked to speak to a manager. One called me back who again offered no solutions whatsoever. I told them that my home was flooded, they told me too bad. I looked up their corp. headquarters and got a new number. Gee, that number took me RIGHT back to "customer solutions" who told me that my only recourse was to write a letter. I am utterly disgusted with sears and will never ever buy even a pair of socks from them. It's horrible customer service like this that's going to result in Sears closing like so many other stores in this poor economy.

In 2009 I purchased a 24 horsepower professional lawn tractor(supposedly sears best). You have put 7 belts and a transmission in this tractor. I realize that some products are defective and I have offered to pay nominal sum to get a new lawn tractor but as yet no response.My lawn tractor looks brand new and was never abused.I find it difficult to continue buying products from sears due to this problem. I am willing to do my part to keep our relationship.Please do your part.

I will never, ever purchase anything or have work done from Sears again> I had a sales lady from Sears come to visit me to give me quotes on getting my kitchen cabinets refaced and what a disaster that was. First she lied to me about the interest rate I would be paying, then workers came in to do the work and left a gas line uncovered in my kitchen and I almost lost my house including myself. I had to have the emergency gas people come over and I could not go back in my house until they corrected the problem. They through away my faucet and left the first day leaving me without water. The people I was to deal with were horrible and did not help me at all with any of my problems. There is so much more to this nightmare, but just want anyone and all to know, how horrible of a time I had with Sears.

I purchased a top of the line vacuum cleaner 3 1/2 years ago and paid CASH for it. I've had the same problem with it 5 times in less then a year. It states in the extended warranty (repair man was nice enough to let that slip) that Sears has to replace the vacuum cleaner if it's the same problem 3 times in 90 days. The vacuum was at the repair center more then I have had it at home in the last 90 days, BROKE, same part for the 5Th time. Last week I received a call from the repair center telling me the part was on back order again and when it was repaired I would be called. Then the tech was silly enough to ask if that was alright. lol Told her NO, it was not alright that I would not accept the piece of trash back to put a supervisor on the phone. Finally, the lady came on the phone and and said "Yes, you are correct you are entitled to a new vacuum." She told me I would be contacted this week about the arrangements for a new one. I just had a funny feeling so I decided to call them back yesterday and was told my vacuum was repaired and could pick it up on 12/09/11 at the Danville, Ky store. The tech I talked with was very nice and I told him it was best for him to put his supervisor on the phone which after being on hold for several minutes he did. Her name was Jen, she was hateful and rude and said that I would pick up the vacuum on that date and if it broke again then they would replace it. Also, she lied and said it was a different part this time.I informed her she was a liar that the tech had already told me last week it was the same part. Needless to say I had a hissy fit right then and there on the phone. Finally, out of the goodness of her heart, ya right, they gave me a store credit of $299.99 towards a replacement. So I go to the Danville store today and find one for $370 on sale for $252.69. Needless to say with the difference in the price I was not allowed to purchase bags for it or anything. Sears got to keep the difference. The owner of the store was not any help during all the problems with the vacuum so he along with all Sears stores just lost another customer.

bought a front load lg washer and the front load dryer. last year and the first month i have the washer it leaked and leaked into the pedstal and rusted it and cant open it . the said at \sears/ that i needed to buy the warrenty. but asked at more then three other sears people that sell the washer and dryer and said there is no warrenty for the pedstal . but it rusted do to the leak that was were you put the soap. yes it still will not open 200 dollars for a new one which sears should have replace do to the washer leaked but did not. and yes i still up set at sears and lg and will try my best not to buy lg again you should take care of your costomphers

Sears product protection agreement department has been harassing me via phone for the last several months. It seem the agreement we purchased with our washer and dryer several years ago has expired and they want to sell me another one. I politely declined the first couple of times they called, then asked them to take me off their list. Did that several times and then continued to receive calls. After verifying that the hang up calls on my answering machine were coming from Sears, I called into the office and explained my problem. Everything was supposed to have been handled, no more calls, and they even offered to stop all mailings as well. The calls continued. I called again and was told that the blocks were on my account and that I would not get any more calls. The same thing repeated itself and this time I asked Ashley what I was supposed to do when I get another call, and she assured me that would not happen. Not even 24 hours later, I get home and check the caller id and sure enough there had been another call. Had a very busy day, no time to call and complain again. While I was eating dinner, guess who called again. I am no longer going to do any business with Sears from this point on. This includes my MC that has been the only credit card I use and pay off monthly. This also means that I will no longer shop my local KMart. Too bad Sears doesn't know how to give good customer service, it seems they are losing good customers left and right.

AS MOST OF THESE COMPLAINTS SAY THIS WILL GO NOWERE BUT I ALSO FEEL THE NEED TO VENT. I HAVE A MODEL 919.166600 AIR COMPRESSOR YEA ITS A OLDER MODEL BUT ONCE AGAIN THE ROD HAS BROKEN THIS IS THE THIRD TIME I HAVE REPLACED IT LAST TIME I DID THEY SAID IT WAS A UPGRADED VERSION WELL IT WAS BULLSHIT CUZ IT BROKE TO . BEFORE YOU SAY I MUST BE USIG IT WRONG OR FOR INDUSTRIAL USE THAT IS NOT THE CASE WHEN I BAUGHT IT THE SALESMEN SAID GO WITH THIS OIL LESS MODEL ITS BETTER WELL IT SUCKS AND ITS VERY LOUD . I HAVE BEEN A LOYAL SEARS BUYER BUT THAT NOW HAS CHANGED DO TO THE COMPRESSOR TIRED OF SPENDING 80 DOLLARS EVERY TIME IT BREAKS SO SEARS GOOD BUY CUZ I WILL NOT SPEND ANOTHER DOLLAR IN YOUR STORES

Dear Sears, I have bough appliances from you many times over the years, however this time my experience was less than satisfactory. Two weeks ago I bought a new (what I thought was) a new Kenmore Elite electric free standing stove w/double oven. It was delivered the afternoon of Nov.18. When I got home that evening I found that not only did it not have feet under it, but the serial number was for a Jennair. So after calling the Front street store to ask you to come and get this mess, I went to pick out another stove. I was so pleased that I was able to get a nicer upgraded model (because you gave me another $100 off for my trouble). Now I don't want to be a whiner BUT....this lovely model with the double oven w/convection on the bottom is 50 degrees off on the oven temperature setting. Now don't get me wrong I realize that the owner,s manual gives me instructions on how to recalibrate the settings. But I can only change it 35 degrees. (well that helps) I was told by a very polite tech support person that there is nothing else you can do for me....REALLY!!!! I should have keep my old stove, at least it worked!!!! This is only part of what we had to deal with!!