Sears Corporate Office & Headquarters

I have been with sear for the last 15 years I buy a sear warranty every time it expires I have experienced the worst customer service with your company over the last year than any other company about service do your company think people have time to sit and wait for a person to show up hours later on appt that was scheduled without a courtesy call to let them know they will be late what the he'll kind of service is this your company is fast to call and try to get the money for the warranty but slow to let us know they are running behind what kind of service company are you running I was on the phone for about an hour still could not speck to a supervisor just to be told they could not promise me an exact time after making me wait almost 5 hours this is bull shit then after waiting a repairman call to let me know he is on his way over an hour later for his apt what kind of business are you guy running people should not have to waste a whole day waiting for your repair man to service them that is rude and very inconvenience. If there is another service company out here I will be looking so I can call or try to cancel my agreement with your company sears did have a good name for service but lately I wouldn't recommend it to anyone your service dept sucks sorry to sound so mean but I'm very pist off

Recently I purchased an electric range at a local Sears store. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not show how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 mile down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manage to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. He told me he didn't want to get "ugly with me". He also stated that he sees this all the time. He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties to Sears? Yes! Who will serve me better? Lowes!

Recently I purchased an electric range at a local Sears store in Lumberton, NC. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not shown how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 miles down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manager to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. If I had known this I would have left the stove there. He told me he didn't want to get "ugly with me". He also stated that he sees this "all the time." He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau on Monday and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties with Sears? Yes! Who will serve me better? Lowes! Who will I tell? All my friends and family who shop there. Guess what? Facebook friends would love to read my story. This could be told all over the world.

Ever since Sears bought Kmart I've noticed the quality of their merchandise drop off. Its sad. I was hoping that it would simply make Craftsman products easier to buy because they would be available at Kmarts too. It seems like Sears standards dropped to the old Kmart level instead. I just bought a new lawn tractor and some accessories. When compared with the quality of my older tractor; the new one is junk. I've had similar experiences with other Sears products. I'm disappointed. I really liked Sears but can no longer trust their products or after sales service. I have to laugh because they keep running a video in the lawn/garden department that knocks Home Depot and Lowes. With the quality of their products they are forcing many longtime customers to take our business to those stores. Sears is now at the bottom of my list and it will be very difficult for me to buy anything from them, even if they are the last remaining place to carry something I need.

Purchased new steam washer & dryer set and Sears brought them out & installed them. About two months later my laundry room was flooded, we checked & tightened hoses but it flooded again. Called Sears and the technician could not find the problem and he tighten & checked the hoses. Flooded again and the same thing happened again. My husband finally had to find the problem and replace a faulty hose. Did not realize the damage the water had done under the floor until months later. They refused to pay for the damage because we did not have the hose for Whirpool to inspect. They outsource their complaints and do not have to deal with their own customers. Sears does not care about their reputation or their customers anymore and that was the last thing they had going for them. We always bought Sears appliances because of their service & reputation but never again. I can get them cheaper and call a better technician next time. All the water damage cost us a lot of morey to replace floors and walls in my home.

My Dad Jose had purchase a water heater early 2011, the pilot doesn't work right so we had called Sears so many times and they do come out but the problem is still there. They finally gave us an appointment first week of May to come and replace it for a new one since it is still under warranty which they said they would be here between 8am and 5pm but they never came and didn't even bothered to call to let us know until my Dad call to find out what was going on but of course they just gave us excuses. After all that they gave us another appointment for Wednesday 5-12 between 8am-12pm but they called and cancelled. They said they had no technician, I was pretty angry because you would think they have more then one techincian and the two guys I talked to weren't any help at all. Again a new appointment was made for next Monday 5-16 (again another week with cold water) My parents are older people and I don't think is fair that they have to wait another week and keep taking showers with cold water. At this point i feel that Sears don't care so they lost us as customers because I guarantee that we will never shop at Sears never again.... I'm sure they could make an exception and send someone to take care of this ASAP but they just don't want to.

Truly disappointed with the lack of service. On 30 April 11 I purchased a new (not used or refurbrished)Kennomre Elite dishwasher. It was installed 5 May 11 by a "certified" installer and once completed, a short tesat run was conducted and it ran fine. Not even 30 minutes later the diswasher refused to work and all it does is beep and flash the compete light. I tried to call customer service to see what could be done and got diconnected twice and redirected to the wrong place numeorus times due to the customer support people's lack of understaning of the english language. FInally when i got to the righ tpeople i was told the soonest a repair tech g could come to fix my brand new diswasher woudl be this Saturday, 14 May 11. Last evening I get a message left saying i had to reschedule this repair because no one was available to fix this that day. Another round about phone call with the non-english speaking customer service reps left me with a new appointment plus having the tech spam me with offers for other services. This is totally unacceptable and Sears has lost another customer because of this. This is leaving me with serious dubts if this repair tech will even be able to fix this problem.

Sears needs to ensure that the traing received by associates who call customers requesting them to renew repair services / insurance is extended to associates working in the service and appointment making ares.

I have always had sears appliances, but never again. I was scheduled for service on my washer, I waited all day and was told at 5 pm that I had to reschedule. sears is absolutely the worst vendor servicing our military installations. my warranty is not worth the paper it is written on.

What a JOKE! I doubt this will get any action or see any airtime but to cut it short I have a serious issue with the portrait studio in LAs Vegas (Blvd Mall) They are rude and unprofessioonal. I recorded my calls with them and after about 30 mins of getting no where i looked up corporate. Got a hold of them and asked for a manager told the receptionist I was monitoring the call and she said they could not accept my call and hung up on me. I called back and asked for a manager, I was transferred and then the message to me was this call may be monitored for quality purposes. Here it is 10 mins later, I am stil on hold, called back 3 time finally got someone talking to them now. They promise to get back to me by the end of the day. Here it is 24hrs later and I call ikhlas mirza back he says he talked to Mr. Dickerson and all this isdiot is worried about is that I recorded the calls. No mentioned of fixing my issues. I call back the BLVD Mall store in Vegas, got a hold of Carole says she will take my issues and listen to recording and make the proper adjustments, Asks me what I think is fair, first her asking me to make that call is not correct but I say I should get the pictures for free since it is my decision. She does seem to care and we agree to meet in the next day or so.

My wife bough a craftman self prepelled lawn mower back in 98. I since then met and married her. She moved to Mich and with her came the mower. Every time i go to start the mower (the first in the spring and any time after that) 1 crank and started. I never had a mower like it and i dont think I will have another a reliable as this mower. By the way if u did your math the mower 13 years old and still going strong on the first pull. Thank you A very happy comsumer

About 9 years ago my mother and I purchased a silver chain from you store in Troy, Mi located in the Oakland Mall. The chain being silver was between $199-299 in price. This was purchased as a sentimental gift for me for showing my mother her first wild Bald Eagle. With the purchase of the chain she also purchased a Bald Eagle pendant to be put on the chain for me. On two of the links it says ITALY 925 and it also says ITALY 925 on the lobster claw link, meaning the chain is silver and not anything else. I know that silver has to have other metals in it to strengthen it like copper. Which brings me to my problem, About 4 years after we purchased it I was wearing the chain to a nascar race and there was an accident right in front of the seats I was seating in. Oil and Tar went everywhere in the crowd, including on my chain. I had no idea how to get it off for years, because I didn't want to harm the chain, until a year later. A buddy I was working with at the time said he had a jewelry buffing machine and he would buff it out no problem. Words couldn't express how happy I was hearing he could clean it. After about ten minutes he came back to me and said " I hate to tell you this, but this is not silver it's copper. I didn't believe him one bit, I just thought he burnt the silver and I kept the chain in my drawer until a week ago. I was bound and determined to have this chain cleaned no matter what the price and have the burnt area's fixed, it meant to much to me to have it sitting in my drawer. So I took it to a well known jewelry place in my area and the told me in order for them to buff it and polish it, I would have to take Tarnex for jewelry to it. They said fill a bowl with the Tarnex put the chain in there for only 5 to 10 seconds and take a jewelry cleaning cloth and take the oil and tar off and it worked beautifully. I took it back up to them and they were going to buff it clean and polish it and fix the burn marks for me and then they quoted me a price. Well I received a phone call from them today and they told me the worst news I could possibly hear about the chain. They said "I am very sorry to inform you but the chain is COPPER not SILVER like you thought. It was only silver plated." To say the least I am furious!!! If it says on the chain in three different places ITALY 925 and my mother spent in between $199-299 for a SILVER chain not a COPPER one. I called the store today and spoke to a very nice lady at first and told her this whole story and she asked if I had the receipt which after 9 years I told her no, she kind of chuckled and said well you can't prove that you bought it here and even if you could we have only a 30 day return policy. She also said that after I had oil and tar on it and took Tarnex to it that can ruin a chain so there is no point on calling corporate about this, because they will say the same thing. Tarnex for jewelry doesn't take off 92% of silver if it did take any silver off at all!!! So who ever reads these reviews they can read this also, this will be on twitter everyday, on facebook everyday and anywhere else I can publicly write this everyday to tell people not to buy jewelry from Sears because it's more then likely fake. So if anybody wants to reach me about this problem they can at abartleyphotography@yahoo.com. Thank you very much for your time.

WARNING TO ALL KENMORE FRONT LOADING WASHING MACHINE OWNERS. The rubber lining on the inside of the machine can fail, tear and otherwise break the seal between the machine and the door. As a result, water will pour out from the door, flooding the entire area and putting you at risk of electrocution. I have addressed this issue with Sears and they advised me that the rubber seal part is not an "exceptional part" and therefore not covered by the "exceptional part" warranty. The machine is 3 years old. The cost of repairing the machine due to the intensive labor would amount to a new machine. Sears will not consider this to be exceptional, despite the known danger of water rising above the level of the floor mounted motor on the machine. Fortunately I was wearing gym shoes and shut the circuit breaker before attempting to clean up the flood. If you notice any leaks coming out of the door, please notify Sears that this should be considered an "exceptional part" covered by the 10 year warranty. This is an extremely dangerous situation that you may not uncover until you walk into a flooded laundry room. Sears refuses to take responsibility and therefore I will have to seek other remedies such as the news medium and the Consumer Products Safety Commission as this is dangerous and life threatening, although Sears does not seem to think so. For anyone who has had this problem PLEASE SEND THEM AN EMAIL AND NOTIFY THEM OF THIS DANGEROUS FAILURE OF THE INSIDE RUBBER SEAL. Perhaps they will reconsider the warranty application with respect to this part. Thank you.

I have been shopping at Sears since I tagged along with my Mom as a child. All of my washers and dryers have been from sears. My old Kenmore washing machine stopped spinning this morning and I called Sears to ask a simple question about whether the problem could be a simple thing to fix or if I should buy a new one. I was told that I could not talk to anyone by phone and that I had to go online to chat to a technician. They didn't tell me on the phone that if they answer a question then I would have to pay twenty four dollars. UNBELIEVABLE!! So, I called Busen Appliance and a person there was happy to help me. They told me what it could be, how to take a look and see, and if we needed anything else to call. I will be giving Busen's my business if I do need a new washer. It's too bad that Sears appreciation of customers has dropped to this level. Good By Sears!

I have been shopping at Sears since I tagged along with my Mom as a child. But today the lack of appreciation for customers is forcing me to shop elsewhere. I have bought all of my washers and dryers at Sears since 1975. My washer stopped spinning this morning and when I called Sears to ask a simple question, I was told that I could not talk to anyone by phone and that I would have to talk to a technician on an online chat. I went online and found that to ask a simple question would cost 24 dollars. All I wanted to ask was whether the problem might be simple or I should buy a new machine. With all the hastle in dealing with Sears, I decided to call Busen's Appliance and the person ON THE PHONE was very helpful in answering my question, even telling us how to check for the problem. And they offered their help for any other questions. Well, with that all of my purchases for a new washer or dryer will be directed to Busen's. So long Sears. Too bad your quality had to die out.

How Sears botched roofing at my home. June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. I called Sears rep the next day to express concern about the placement of Maxi Vent. It is half way down the roof. The rep, Ken Campbell, looked from the ground, from one side, never went up on the roof, never checked for blocked soffits or other vents interfering with the Maxi vent. Still he said it was good enough. Against my better judgment, all I could do was hope for the best. That summer, I noticed excessive falling off of granules from shingles, a sign of trouble. July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me. July 31, Sears sends an inspector to have a look. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing excessive heat buildup in the attic, and it was Sears' fault. He told me that Sears would fix the ventilation and replace the shingles at no cost to me. Meanwhile, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong. Since that time, Sears has flatly refused to fix anything. All I get from Corporate Customer Service and the local manager in Ottawa is excuses, untruths and gobbledegook. This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !!!

I purchased a Craftsman self propelled lawnmower model 917.376741 about three years ago. Since I purchased it I have had to replace the front drive wheels twice mainly because of the poor quality and now have to order another set. I ordered the set through Sears customer service on 4/15/11 and told they would be shipped on 5/2/11. When I checked on the status of them on 5/3/11 the girl said she would look into this and send me an e mail with what she found out. On 5/4/11 since I did not receive any e mail from customer service I called once again. I was told now that the wheels would not ship until 5/16/11. Waiting over a month for parts like wheels is totally unacceptable, Sears didn't wait to charge my credit card which I have now paid for the wheels that I don't know when I will receive. I have purchased so many things from Sears but I think this could be my last item because I am truly disgusted. I am 64 years old and now have to try to push a lawnmower to cut my grass because of the poor quality of this unit as well as the poor delivery by the manufacturer of this product. Extremely Unhappy Bill Gurney

I'd rather rate it 0 stars. Extra Poor. We bought a Samsung 48" LCD TV from Sears and purchased an extended warranty. Our TV has been out of order since April 13. It is now May 4, 2011. We have called repeatedly to get it fixed. I even had one technician call me and say he was on his way to our house. He never showed, nor did he call. When we called the next day, we had another appointment set up. No one showed up at our house. Then Sears called an outside technician to call on us. He called the night before he was to come out and after he talked to me, he said Sears would have to order parts for him. He set up a time a week later, then called and said they didn't have the parts. I called and talked to Danielle in the call center. I told her the story and told her that we have been loyal customers since 1955. We have had a Sears Card since 1956. We bought our first TV from Sears. Customer Service for Sears was very good then. It is not worth anything now. Nor is the word they give you. I told Danielle that we either want the TV repaired or a new one. She talked to her manager and then told me that we would be assigned to a case manager who would contact us within 48 hours, and whichever was quicker they would do to keep us as customers. The case worker did call and said the parts were never ordered, and that he would order them to be sent to our house and then the technician would come out a repair the TV. I called back today and was told they will not come to our house but to the technician who would then call and set up an appointment to come out. How long can this be dragged out????? When will someone tell the truth???? We want a replacement TV since no one seems interested in getting this one right. You can check our record. We are not people who try to get something for nothing. But, your company seems to now prefer to lie and cheat people who buy and sign contracts in good faith.

I bought a flat screen tv, with an extended warranty, from Sears in late November 2010 and on April 16th, 2011, it broke. Two weeks later, I still don't have a working tv or a replacement tv. I have been told twice that my part has been shipped to me and two repair appointments have been set up and cancelled. Now I am told the part I need is on back order with no anticipated ship date, but I cannot get a replacement tv until it has been at least a month since my tv is broke. My family has to continue to go without a tv that we paid good money for as well as the money we spent for the warranty. This is totally unacceptable and a poor business practice. Every time I call the customer service number I am told that SEARS is sorry, but I don't get any resolution. Bet SEARS employees would not go at least a month without a tv they bought from SEARS!!! I will never again buy a SEARS product or a product from their affiliate KMART. I will tell anyone who will listen to me not to buy from SEARS or KMART and to get their products from Best Buy, American, or other stores such as these.

Rediculous is all I can say for Sears and their ability to repair an appliance and provide customer service. The customer service I have received to date has been so poor that yesterday I was transferred to a "Customer Solutions" representative named "Eve" who promtly hung up on me. Wow! What a solution. Here I sit for the 6th appointment and of course the technician is supposed to be here in five minutes! I do not see it happening. Sears Corporate has become exactly what drove Kmart out of business. If you want to know why Sears is no longer the number 1 retailer, you must look in the mirror. Don't blame Wal Mart, don't blame Target, let's face it, you have lost touch with the consumer and everything about your company stinks! Two minutes to go before Sears wastes more of my time. You really are horrible!