Sears Corporate Office & Headquarters

I recently purchased a home with a Kenmore Pro Dual Fuel range. Upon inspection of the range it was working fine. We finally began moving in a few weeks ago and was excited to use this new appliance. To our dismay, the convection oven was not working. The gas stove top actually works, thankfully, but we were forced to use our new home warranty. After several failed attempts to correct the issue, we were instructed to contact Sears repair department by our warranty company. This is where we stand today July 21, 2011. We were told on July 14, 2011 that the earliest appointment would be today between 1:00 & 5:00 P.M. The first contact I received was from Sears at 1:40 P.M. Letting me know the technician was running late and my window would be after 5:00 P.M. Next, at approximately 5:30 P.M. I was contacted by Sears once again, telling me the technician would be here between 6:30 & 7:00 P.M. At 6:29 P.M., Carl, the technician called and left me a voice mail message stating he needed driving directions to our house since it is not on "ALL" GPS systems. I called and left a message at 6:32P.M. leaving him a message to please rerun my call so I could give exact directions. It is now 7:47 P.M., and he has yet to contact me back. At 6:34 P.M. I received a call from the sub- contractor dispatch, stating the tech was trying to get in touch with me. I explained that I returned the call and the tech has not called me back. I then called the tech a total of 15 more times before 7. At exactly 7 the tech picked up the phone and hung up. I contacted the sub contract company to speak with a supervisor and I was informed no one would be out today because I missed my appt. I did not miss my appointment. The tech chose to ignore all of his obligations today. I was told the earliest anyone would be here is Monday between 1 and 5. So first I lost half a day of work to be here for the appointment the tech decided he didn't need to work. Now I have to take another half day of work because your company decided to not fix my range and offered a 25 gift card for my troubles. I have lost time and compensation in the form of work and the only thing sears will do to rectify the situation is force me to take another half day of work and 25 dollars? Completely unacceptable.

I have a washer that has been having problems Sears has been out here now 3 times and this will make the 4th time. You have to make the appointment on their schedule like we dont work. This is rediculous. They put remanufactured parts in it and the problem still exists. The washer needs to be replaced however they will not they keep throwing parts at the machine. Seems like they are trying to keep the repair man in business. Let me tell you Kenmoore use to be a good product but I am beginning to wonder. You call to schedule an appointment and you get India or the Phillipines. This is horrible customer service. You ask for a supervisor get hung up on and have to call back. I have been now on hold for over 2 hours and my problem still is not resolved needless to say I still have ths same problem with my washer machine. Sears you have probably lost my business unless you can make this correct.

I have used Sear appliances for years. About two years ago we recently moved into our dream home and purchased two Kenmore elite products; refrigerator and stove. I've had the repairman out several times on the refrigerator. I'm instructed to manually "defrost" my ice cube tray monthly, so it won't freeze over and stop working. The icemaker is super loud--all repairman acknowledge this but can't do anything about it. My Kenmore elite exhaust fan now only works on one speed. I am disgusted at the quality of your products. Needless to say, I won't buy any more major Kenmore appliances. I thought the Kenmore elite brand would be better, but it's not.

I have been a customer with Sears for many years. After the events recently, I think I will shop elsewhere. Untruths, many phone calls about delivery, they didn't even know what they were talking about. I even called my salesperson and they supposedly lied to her. Sears is going downhill REAL Fast!!!!!!!!!! I too will pass the word.

I guess its true. Long gone are the days when customers were loyal to companies and the companies could be trusted with providing the best service and product. I have been a faithful consumer of the Sears Retail Store. I buy my children clothing from there. I bought my first television set, warranty, dishwasher, and much more. I have always trusted the company because of what it represented. The trusted home retail store of every family. My first television, which was a display model and never serviced, still works after 20 years. What a product!!! Do you think it was made in America? When they joined with Kmart, I was thrilled. I am a life long consumer of Kmart as well. Within the last 5 years I've noticed a decline in quality merchandise at both companies. Perhaps manufacturing companies are no longer producing products that last. Or retailor are buying inferior products to save money. Whatever the reason, my recent purchase has left little to be desired. Deciding to branch out I thought I'd try Sears Retail Outlet online. Perhaps they are like the Sears Retail Store? What a mistake that was!! I ordered my LCD DVD TV in mid-June. I thought it would come in within 2 weeks. That did not happen..... Called several times to find out what had happened. Those on the phone attempted to be helpful, but due to a lack of information in their computer system, they could not find the information that was needed. Finally someone located the information and the store that had my merchandise had to go and find it in the store. The manager appologized for the delay and said it would be shipped out right away. I continued to wait for a email confirmation and it did not come. I called again and was told that as soon as the product was ready I would get a cofirmation that it had been sent. Finally I received an email stating it had been shipped. When it arrived I was so excited. Finally the gift to my hubby and children was here. I opened the box, took out the television set and set it up. I noticed there was no remote with it. I tried using the buttons on side (manual buttons). They did not allow me to select from the TV menu or obtain new channels. No problem I thought, I'll try a dvd, The dvd went in smoothly, a nice picture came up, but when I went to eject the dvd, nothing happen. Now the dvd is stuck in the unit and won't come out. How frustating this experience has been!! Called customer service with Sears Outlet, was told they could have UPS come back, pick it up and issue a replacement. The closest one for pick for me is in Ashellville NC. That is 2 hours away from me. Not worth it to me. I wish I had gone to Walmart. They have the same product brand new for $30 dollars more. What was I thinking of to buy a refurished product from Sears. I guess I thought it was going to be like that first television that I brought from Sears. You know.....the one that has lasted me for over 20 years and made me come back to buy again from Sears. I guess not.

I bought a Kenmore fridge in Feb, I think I made a mistake switching from my orginal brand! I have stocked the fridge twice with food only to have it stop working. I am waiting for the repair man to come now so I can go shopping a 3rd time. It has cost me $400.00 sO far. I will think twice next time!!!!

What has happended to the David Taylor Mens dress Shirts ? You now have a replacement brand named Covington. The problem with this new shirt is it has to much Cotton and not enough Poleyester . They are paper thin and uncomfortable to wear . The David Taylor was more Polyester 80% , Cotton 20% . And the Covington brand creases all the time. The David Taylor was a much better shirt to wear and maintain and looked more classy . Can you switch back to David Taylor , or improve on this brand Covington . Most Men would agree with my commentif you added more Polyester and less Cotton . If you have to charge more for this fine, your not Target, or K-mart . Thank You !

I paid cash for a kenmore fridge. The never came through with the deliver after waiting all day. The will not preturn a call and have said I have to wait 10 days to get my money back. The salescheck says "all returns will be in the same form as paid". No fridge, rotten food and the worse customer service ever. GO TO ANY OTHER STORE!!!!!!!!!

I have a Sears Lawnmower and and called in for a repair. The service tech came out and worked on the mover and I paid Sears $292.44 of which $198 was for labor that took 58 minutes. Today I went to use my mower and was on it for 45 minutes and guess what, it quit running. I called the customer service line and was told...Sorry, you will have to wait another three weeks before anyone can come back out. I proceeded to call back and ask to speak to a manager but was put on hold for 21 minutes, not once but twice. Does Sears really think this is customer service, this is thanks for your purchase and don't bother me again. This will be the last item I purchase from Sears. Not another dollar of my hard earned money will be spent on a company that cannot even get on the phone and try to resolve my issue. This is a company filled with customer service reps that really do not care about service at all.

We bought a siee-by-side fridge/freezer in 2001. We are now trying to get someone from Sears out here to fix the same problem (#3) since taking delivery. I have never experienced such terrible customer service as I have from your call center. I think one of the main problems is that most of the people I have delt with can barely speak english and can't seem to comprehend what I am trying to explain. I called them on June 9 to request a service tech to look at the fridge/freezer. I was told June 15. No one showed up. I called and was told that the compuer showed June 22. Again no one showed up. Then I was told they had overbooked and the next available date was July 6. I went to the Westland, Michigan store and a very helpful salesmen made a call and I was told a tech would be out there on Monday (3 days from that day). He came and said it was dirty coils on the condenser. He cleaned them and said that within 24 hours it would be fine.Because no part was replaced I was informed that I was not entitled to the $250 food replacement that was part of my master agreement. I got up the next morning to find water all over the kitchen floor from what little ice there had been and melted. Also, the freezer/fridge had completely stopped working. Again I called customer service and was given a date of July 7. Back to the store and I spoke with a store manager. He really took the time to help me especilly when he found out the my 91-year old mother was living in the same house. He finally got a tech to come out the next day. Then I was told that we needed a new part--again. The tech scheduled the appointmentfor July 12 and ordered the parts. When the parts arrived I called the customer service, as instructed, and told them they were here and was told that an appointment was scheduled for the 12. It is now 8 pm on the 11th. No one has called to tell me if the tech is coming and what time and of course the customer service offices are closed. We are moving on July 14. I thought I had all of my appliances sold until this happened. I need the parts replaced so that I can get my whole $250 food replacement from Sears. Both my mother and I only have social security. We have far exceeded $250 because we either have to eat out, order take out or go to the store every day to buy food for the day. I BEIEVE THAT WE SHOULD BE REIMBURSED MORE THAN THE $250 TO HELP COVER OUR ADDITIONAL EXPENSES. Based on this terrible customer service, I don't believe, at this time, that I will ever buy another appliance from Sears. You need to bring your customer service back to the US and hire Americans who can both understand what you are talking about and are able to communicate with you so that you and clearly understand what they are talking about. No one whould have to go for a solid month with out a fridge, especially in the hot weather we have been experiencing.

I ordered a product from Sears to be delivered to my home. The last two numbers of the address were inadvertently transposed. I called Sears customer service to get it resolved and they put me on hold and proceeded to tell UPS that I would pick it up. I don't have a car - they did not even ask me first before telling UPS this. Now I can't get the package delivered because Sears won't agree to change the address and UPS can't bring it to me. The customer service rep lied. I am done with Sears and their piss poor customer service. This is not the first time that their staff have not fulfilled their simple job duties. They can't even hire someone that speaks english! I am done with Sears.

I refuse to but anything from Sears or Kmart while they are advertising on the Nancy Grace program. She is promoting violence, perverting justice and inciting riotous behavior. In my opinion, she nothing short of a hate monger.

I would like to Thank all of the staff at Sears at the Paradise Valley Mall location in Arizona. A special thank you goes out to the Team Lead (i believe that was his title)RICK, and to JAMES for going out of thier way. It is so rare these days to see somone go so far beyond the call of duty, especially when tied to corp. America. The Story: My wife and I purchased a Pergola from the PV Mall location last month, and were pleased with the purchase until it encountered its first storm. Needless to say the design team of this product must live underground, as the first gust of wind ripped the roof straight off the beams, and each consecutive gust beat the pergola into pieces. I called Sears that night and left a message regarding my frustration. The next day, I recieved a call from Rick expressing his senceriest appologies, and he assured me he would explore every option to reconstruct our loyalty to Sears. Within a matter of minutes, he called back with approval from his store manager, to not only refund and replace our purchase, but recomended an alternate shade source (of which we are extremely happy with). They drove out to our house, picked up the destroyed pergola, set up the new area umbrella, and were beyond friendly and enthusiastic about maintaining Sears good name. When I offered them gratuity, they respectfully declined it and expressed that they were just glad that they could help. Never in all of my years as a consumer, have I been so pleased with the timly and respectable service as that I have recieved from the management and team at the Sears at Paradise Valley Mall. Please Make sure that this team is made aware of the appreciation we have for their hard work and dedication, as I will be following up with them to ensure that the recognition has been noted. They always say that the fish rots from the head down, So this should go righ

I just had the service man here and said all I need is a dishwasher cleaner. Thought the product I have is a dishwasher, it even states in the booklet it is self cleaning. I have already had the control knob replaced 4 times starting last Sept. All this guy said was it was working properly and nothing could be done. All the other products are from Sears but,this will be the last one I buy from them.How do I know the black film is not harmful to my family. Have had other Sears Products before and some of them lasted almost 30 years.All the parts on this machine came from CHINA. What a joke. A senior stuck between a rock and a hard spot. Good luck to all of us. Some day we will have to learn Chinese

On the 4 th. of july me and my 5 year old daughter went to sears in orland park ,il right at the auto center parking lot which they was having a sale outside with clothes which they had a barbecue , chips , and water,balloons, so my daughter wanter a small bag of chips and they said no only for employes only so my daughter was crying about it then i went to the auto center manager and his name was jack he gave me a big argument about not for any customers but i said where is the sigh that says for employes only which is like false advertisment. So watch out for this service manager which he will not be on your side.

Sears service is terrible !!!! But writing here will do little to solve your problems; Sears does not read these letters. Phone the above numbers. Write your story on Facebook & Twitter.

I called Sears to inquire about a Service Repair. After talking to 3 customer service reps, and each one taking down the same information and then transferring me to another rep, the last rep lost the connection. That was about 30 minutes of my time wasted while I was trying to find someone to make a service call on my washing machine that was not working. I did not call back and suffice to say, I will not call Sears again for repair and I will not purchase a washing machine or any other appliance from them. I heard a 'rumor' that Sears is struggling to stay in business. Now I can understand why.

Recently I bought a snow blower on-line and they sent me an Email that it was ready to be picked up at the Woodbridge NJ store. I called to confirm that the store had it and I then had to drive from Somerset NJ, approximately 30 to 35 miles, in this hot weather which was very bad for my health as I am 67 years old and diabetic. I also have other health issues and am dealing with kidney stone problems. This is why I wanted to confirm that they had the items which I had to go to pick up. When I got there and showed them the Email they checked and came back to say that they don’t have it I told them I called before at the phone number provided in the Email and they told me we did not get it yet.. The person I talked to said they don’t know anything and what the hell they are talking about they don’t work here. He told me to come back some other day .I complained to Mr Imran jumma who is responsible for this misguided Email about my hard ship and physical abuse that I went through . I demanded to this gentleman, Imran Jumma, for some compensation for my time extra gas expense.and physical torture since I had to go twice to Sears in this hot temperature which was very painful and very bad for my health He send me a reply very easily O we are very sorry for your hard ship we valued our customer's we inform the store to correct the situation. but we cannot allow any compensation. . I ask is this fair with me? I replied to his reply of denial of compensation and ask his final answer. He never got back to me. Now I’d like to see if there is anyone else at sears who gives a damn about their loyal customers or they all are the same like Mr. Imran Jumma. I will wait to see before I take this matter somewhere else and give my advice to on-line buyers.

I won't do business with you after my current appliances die!! I would need hours of my time to relay the details of your extremely poor customer service! And then you have the audacity to offer me a 10% discount on some future purchase. How about the discount for the dryer belt it took me 3 days to find after being hung up and put on hold for 20 minutes? "Well we can't do that. This is all we are willing to do. We understand your frustration." but your aren't willing to resolve our problems or alleviate the frustration in doing business with you.. You have lost my business and I will be cancelling my credit card!

IM PISSED OFF WITH SEARS REPAIR 1800 NUMBER, THEY ARE A BUNCH OF BIG TIME IDIOTS THAT DOES NOT KEEP THERE WORD ON SCHEDULING APPOINTMENTS!!!!!!IM TICKED OFF WITH THEM DAMN BASTARDS WHO GO BEHIND MY BACK AND CHANGE MY SCHEDULED APPOINTMENTS!!!!!! THIS CRAP GOTTA STOP !!!!! WHO IS THAT DAMN IDIOT CHANGING MY APPOINTMENTS DOWN AT SEARS CUSTOMER SERVICES 1800 NUMBER???? NO ONE ELSE IN MY HOUSEHOLD KNOWS IM MAKING SCHEDULED REPAIR APPOINTMENTS OF SEARS ONLY ME!!!! AND IM HOPPING MAD AT SEARS FOR NOT SECURING OUR SCHEDULED APPOINTMENTS!!!! SOMEONE THERE AT SEARS 1800 REPAIR PHONE CENTER IS GOING BEHIND MY BACK THERE AND EITHER DELEATING MY APPOINTMENT WHICH HAS HAPPENED BEFORE AND DROPS MY APPOINTMENTS!!! STOP THIS DAMN HEADGAMES SEARS AND GET YOUR DAMN ACT TOGETHER!!! FIX UP YOUR 1800----REPAIR CUSTOMER SERVICE CALL CENTER.....FIX THAT DAMN APPOINTMENT COMPUTER OF YOURS AND FIRE THEM JUNK WORKERS WHO ANSWER THE PHONE CALLS TO SCHEDULE APPOINTMENTS FOR APPLIANCE REPAIRS AND TEACH THE RIGHT WORKERS HOW TO LOCK IN OUR SCHEDULED APPOINTMENTS AND THAT IT WILL NOT BE CHANGED!!!!! I HATE SEARS!!!!