Sears Corporate Office & Headquarters

Customer services at the corporate offices really just does not care. I called daily with a promise of return call by the next day, after 10 days of calling I never got the return call. I purchased a Pergola ( freestanding outdoor overhead for sun). It was listed as 10 X 10 . When you put it together after 3 hours of work you find it was 8 x11. Sears admits the advertised brochure is wrong and the item is mis identified as to size but offers no solution when it does not fit where it was intended. It cannot be taken apart. The canopy is also made out of non pourous cloth so when it rains the rain build up and bubbles up on top of the canvas and then just drops down like large bulges into the seating area. Then just sits there and collects misquitos. There is no way to drain the water from the top. The slope does not allow for drainage. Each time it rains i must get a stick and push the canvas up to force each section to drai. It almost looks like dozens of cow udders hanging under the canopy. Sears was sent pictures and acknowledges a design flaw but refuses to handle the problem, only advising to take this 400 pound item apart again and bring it back to the store in its original box. Since it is made with screws that lock taking it apart is impossible. Sears just simply handled this poorly and like other I WILL NEVER SHOP AT SEARS AGAIN. TOO BAD, THEY USED TO HAVE INTEGRITY

I have Craftsman gas blower that I bought little over 3 years ago. I had paid $107/- for it. So it is out of all kinds of warranties. The blower started running rough with lot of vibrations a week ago. Today it wont start. Spark plug looked good- replaced it any way. No dice. This was my second blower. The previous gas blower went bad in littler over two years, and Sears wanted too much money to repair it. Today I called Sears Executive Customer Relations and told about my experience. They have capability to look at purchase record. They can see that I have bought my yard/garden and home workshop equipments from them. The customer relations offered me a gift card of $70/- towards purchase of new blower. The Executive Case Manager was very professional in handling my grievance.

Sears is the very worst.

WELL I BOUGHT A POOL TABLE, AIR HOCKEY TABLE AND FOOSBALL TABLE AT MY LOCAL SEARS. I WENT IN THE STORE 2 WEEKS BEFORE PICKING UP ALL 3 OF MY MERCHANDISE TO LET THEM KNOW THAT I WAS GOING TO BE PICKING MY ITEMS UP IN 2 WEEKS. ALSO INFORMED THEM THAT I WAS DRIVING 45 MINUTES AWAY WITH MY UTILITY TRAILER TO PICK UP THE ITEMS. THE SELLS PERSON INFORMED ME THAT ALL 3 OF MY ITEMS WAS IN STOCK AND I COULD JUST PICK THEM UP WHENEVER. WELL 2 WEEKS LATER I DROVE ALL THE WAY TO SEARS AND THEY COULDNT FIND MY ITEMS. FIRST THEY SAID THAT THEY WASNT IN STOCK, THEN AFTER 30 MINUTES THEY FOUND 2 OF THE ITEMS BUT SAID THAT THEY HAVE TO ORDER MY FOOSBALL TABLE. THE CREW WAS UNPROFESSIONAL. SO ABOUT AN HOUR LATER THEY DECIDED TO LOAD IT IN MY TRAILOR. WELL JUST WHEN I THOUGHT IT COULD GET NO WORSE, THEY DAMAGED MY AIR HOCKEY TABLE BY DROPPING IT ON WHILE TRYING TO LOAD IT. THEY WAS GETTING MAD AT MY HUSBAND BECAUSE I TOLD THE MANAGER WHAT HAPPENED DURING LOADED. THE MANAGER SAID OH IT IS JUST A DIME SIZE DAMAGE AND HOLE IN THE AIR HOCKEY. OH BUT THE AIR HOCKEY ONLY COST ME $249 SO DO IT LOOK LIKE I WANT MY AIR HOCKEY DAMAGED. THE MANAGER SAID THEY CAN ORDER ME ANOTHER LEG. NOW IM AT SEARS FOR 2 HOURS. THE MANAGR GAVE ME A $15 GIFT CARD TO SEARS AS IF I AM GOING TO CONTINUE TO SHOP THERE. NO THANK YOU. THE WORSE CUSTOMER SERVICE EVER. I WILL JUST SHOP AT WALMART AND TARGET. IF MY AIR HOCKEY DONT GET FIXED, I WILL BE SUEING.

I purchased a maintenance agreement with Sears in August, 2006 for all my appliances that I purchased new in April of that year from Best Buy. Because of my previous experience with Sears Maintenance Agreements I decided to buy their plan. WHAT A MISTAKE!!!!! In March of this year my KitchenAide dishwasher stopped working. Over the past seven weeks I have had nothing but problems with getting it fixed and have had five different repairmen out to attempt repair with no success. I had been in contact with their Customer Resolution Department explaining over and over again my situation requesting some sort of resolution be made to either fix my dishwasher or replace it. Finally, after all this time they agreed that it could not be fixed and replaced it. DO NOT BUY A MAINTENANCE AGREEMENT WITH SEARS! They do whatever they can to not replace a broken, unfixable appliance. You have to jump through all sorts of hoops to get service in a timely fashion and then more once the item is determined to be unfixable. The CEO ( Louis J. D'Ambroisio) should go on Undercover Boss and check out the horrible service in the Maintenance Agreement Department!

04/27/11 7:10 pm The service repair guy came to our house to repair washer we bought just 2 weeks ago and only used 3 days before issues started. The front load washer was advertised as quiet and has been anything but. We could not get the washer fixed. It seems that the Sears - Mesquite, Texas location sold us a washer without a serial number and the service repair guy refused to repair without this number. We have all our receipts but that has done us no good without serial number. This is the 2nd consecutive day we have been through this red tape customer service wise / repair wise and we are still not able to wash and may have been cheated out $500 for a new washer we bought off the showroom floor showing it was the best deal and a steal. We feel Sears have stolen our money right in front of our eyes. This is yesterdays issue and the saga continues: Complaint: # 3 with product. Today we have communicated with 3 Sears representatives in regards to our product complaint with the Whirlpool washer we purchased on: 04/10 and delivered on 04/16. 3 days after delivery, this front load washer which was advertised to be quite was not quite at all. A service call was made to repair issue. My wife and I work and get home around 4:45 pm. We understood 1-5 but customer service noted time and promised technician would call. Technician: Chris called at 2 pm left no phone message, left message on door to at 4:10 pm that he missed us on 04/26. We were told that 4:45 we could be home to meet technician. We called Customer Service and talked to a Mia there and expressed our disappointment. After request to talk to a manager, we were hung up on. We recalled and talk to a manager Ron employee # 550594 and he gave us the same spill about the time has been set for 4/27 and that was about all he could do. We called the local Mesquite, Texas location store: # 01187 waited 30 minutes for a manager that did not answer 3 intercom pages. Needless to say we are very unhappy with the machine and the customer service where our concerns should take importance was overlooked. We were told not to use the washer until service person comes out. Please understand our frustration in this whole process we would love for someone to contact us and at the very least make this right. We can say at this point we will never shop at Sears again and will try every attempt to make this experience as public as possible as we feel very minimal effort was made to correct this issue. Thank You, Calvin & Brenda Scott

I rember when sears ment taking PRIDE in your tools dept. and were life time warranty. Now you hope they still make it when you bring it back. There employees in auto motive section is a joke. I drove to sears in Aventura Fl. and they installed the battery but puy the cables on backward had to get towed home. Sears charged me for the battery. Managment said sorry. There is no longer any PRIDE in sears employees. They have a job selling junk, they don't care abought the customer. And if you ask for a manager you will wait for nothing. We are the stupid ones we shop there. No more it's been real. time to go to Lowes real service with a sense of pride they like there jobs.

WHEN ARE YOU GOING TO LISTEN TO YOUR CUSTOMERS?TODAY I GOT THE SCARE OF MY LIFE WHEN I ENTERED MY HOUSE...........YOUR PRODUCT THE BEST.........KENMORE ELITE OASIS WAS RUNNING WITH THE LID UP.........NOBODY TURNED THAT WASHER ON ,THERE WERE NO CLOTHES INSIDE,NO WATER BUT THE WASHER WAS GOING ON AND ON........CAN YOU IMAGINE MY FACE? CAN YOU IMAGINE THE THINGS THAT WENT THROUGH MY MIND???????..........I CAN UNDERSTAND A MACHINE WHO STOPS RUNNING,OR HAS A DEFECT OR WHATEVER BUT A WASHER WHO TURNS ON BY ITSELF AND IT CAN'T BE STOPPED WHATEVER BUTTON I PUSHED IT IS OUT OF MY UNDERSTANDING.I HAD TO UNPLUG THE DAMN HAUNTED THING.MY NEIGHBOR SUGGESTED TO CALL A PRIEST.......I CALLED YOUR CUSTOMER SERVICE,SPOKE WITH THEM FOR LONG,THEY TRANSFER ME FROM ONE TO ANOTHER,NOBODY KNEW WHAT'S GOING ON WITH MY WASHER.......MAYBE YOU KNOW??????? I READ TODAY SOME REVIEWS AND IT SEEMS MY WASHER IS NOT THE ONLY ONE WHO ACTS LIKE THIS BUT OF COURSE SEARS DOESN'T KNOW......... I REQUEST YOU TO ANSWER ME........EXPLAIN TO ME WHAT IN THE WORLD IS GOING ON????EXPLAIN TO ME WHAT IT WILL HAPPEN ONE DAY IF ONE OF THOSE WASHERS IS GOING ON BY ITSELF AND BURNS,AND BURNS THE HOUSE AND THE KIDS AND SO ON?????? I CALLED THE FEDERAL TRADE COMMISSION AND I'LL CALL SO MANY NUMBERS UNTIL SOMEBODY WILL ANSWER ME AND TELL ME THAT IN THIS CENTURY WITH THESE TECHNOLOGIES GOING ON, THE UNBELIEVABLE SEARS-KENMORE,THE BEST OF THE BEST (FROM WHERE I PURCHASED ALL MY APPLIANCES IN MY HOUSE)HAD MAKE A WASHER THAT TURNS ON BY ITSELF WITH THE LID UP AND THAT'S SOMETHING THAT'S OK AND I CAN SLEEP IN PEACE IN MY HOUSE . CRISTINA \PITTSBURGH PA 412-563-1708

My complaint is with the process in which parts are ordered, i ordered parts for my riding lawn mower and received most of my parts and was told the last part should arrive soon, so far it has been about a mounth and i have had to call sears cutomer solutions several times and have had no results or anyone willing to tell me any good news except that the parts provider american yard products tells them it now on backorder. I called american yerd products and found the part was in stock and available but sears customer solutions still says part is still on back order, i will never order parts from them again and would not recommend anyone else do so either.

The worst customer service ever. This store is nothing like it used to be when I was a child. What's so sad is, they don't care at all about our complaints. We all could complain til blue in the face and they would just sit back and laugh at us taking the time to write these reviews. I ordered a king-size platform bed from Sears.com and charged it on my Sears credit card. When I arrived home from work, the bed I received was not the bed I ordered. Totally differant from the bed on their web-site. I was informed by the local store manager that there was nothing they could do about it since it came from a 3rd party vendor and to contact the 3rd party vendor. And...if think Sears is bad, wait until you try to deal with cymaxstores.com It's really a joke. Just read some of their reviews. After several correspondances with the cymax marketplace supervisor (Dave H.), and taking photographs of the incorrect item and lots and lots of e-mails, I still never got the correct bed shipped to me. Instead, I received another king-size headboard of the exact same bed I already had!I sent several e-mails to Dave H. at cymaxstores.com and his employee (Steven S.) they have never responded back to me to this day...I still have the incorrect platform bed as well as an extra headboard...What happened to customer service????

I have to say after shopping at Sears for years, I will NEVER shop there or at Kmart AGAIN. To everyone whom have a complaint regarding Sears, they don't care about their consumer, they are only out to make money. I really hope they go under and very soon! Word of mouth truly goes a long way and corporate will soon find out that everyone will know how they truly operate. I tried to write a check their and because they use this Telecheck company, my check would not process because someone kept typing in my phone number wrong. After calling this stupid telecheck company and not being able to understand the person on the other line, they said they just had to verify our phone number that's why the check was declined. So to Sears, just to let you know, you lost out on a $500 sale and we won't be shopping their again. Not that you care or anything. Hopefully other consumers will boycott your store like myself and everyone else I've told regarding this. Maybe after you lose enough consumers you'll realize what true customer service is. RATING IS TRULY A MINUS 5 NOT EVEN A 1 (POOR)

Bought a 2011 Cabrio Top Load washer. Brought it home, hooked it up and started it. We thought there was a jet taking off from our laundry room. We thought this must be the sound even with the sound dampening part. 3 months later I called to get the dispenser fixed. Serviceman came out promptly and took care of us. We asked him about the sound. He said the motor was certainly bad. We want a new replacement. What a run around. Like everyone else in this review area, we had always bought our appiances from Sears. What a dissappointment. So I could have bought the same thing cheaper from the Sears outlet for less. Is business that bad at Sears they can't stand behind their products anymore? And who actually makes the CABRIO?

Sears #: 008035 Tallahasse, Florida Technicain ID: 0824672 Service order Number: 40249045 The repair bill for refrigerator is most sickening!! I feel violated. Actual charges: Labor for 15 minutes work $227.91 (tax included) That is $900.00 per hour!!!!! Part 8201786 $90.74 (tax included) He brought the part for the job. Total $318.65 I was expecting the bill to be for the minimum service call as I was quoted and for the price of the item in the store. Service for minimum time $69.00 (no tax on service) Part 8201786 in the store $51.60 (tax $3.61) Total $120.60 (Plus tax $3.61) I want a REFUND. All my kitchen appliances are from Sears, Ceramic top Stove,above range microwave, additional microwave,dishwasher, and side by side refrigerator /freezer. I will be in the market for a new washer and dryer in the near future and was expecting to get it from Sears but I am wondering if that is such a good idea.

We bought a new washer and deyer.We recived on Friday.Tryed to use it on Sunday.The washer would not drain. Called repair the lady said they could not get out here until Wed my good cloths are in ther wet.I just really think some one could help.The Lady said if we gave it back we would have to pay 15%, when we bought it the guy told us we had 30 days.May I ask why he did not tell us about 15 % I need help. Thank you Mrs Walsh

Once again Sears delivery service fails. I purchased a dryer last week for Saturday delivery. Received confirmation on Friday with a timeframe between 2:45 and 4:45. Plans adjusted to ensure that I would be home in time for delivery. At 4:50 I had still not received delivery and I called delivery. I was told that there was a delay (surprise, surprise) but that we were next. Two more calls later and now it is 8:00 we were told that the truck broke down and we would not receive delivery at all today. When I asked for next Saturday delivery I was told they could not provide a time after all the time was spent today. The best part when speaking the to manager - John - no last name provided or id, I asked for corporate headquarters phone number and was told he did not know it. Is the savings provide by Sears really worth all the time waiting for delivery and service - which keep in mind is not free.

Sears in Ft.Smith Ar sucks. the people are dumb a..... that could care less about customer service. They are lazy and they suck. That is the nicest thing I can say. In the last week, I have spent over three hundred and I am taking everything back. I hope they close the Ft. smith store down and fire everyone.

I am very sadden by all the comments on here. I work at one of the Sears stores and the people I work with give great customer service and do their best to make the customers happy in their purchases. Our staff is helpful and honest. I thought our whole company had associates like us working for them. I know that our delivery and repair men can stand to be retrained,or replaced to satisfy the customer better. We have subcontractors to do the work for our store and switched companies twice because of the lack of work or poor service given to our customers. Why do we have to have subcontractors anyhow? Why not hire our own techs and do the job correctly the first time? Our Customers go out of their way to come to our store, look at our selection, spend time they do not have to get the customer svc we should be giving, then spend enourmous amount of money to buy from Sears and this is the way they get treated if something goes wrong with their product? Corporate office, you need to come up with a better resolution to helping your customer to build business, not lose it! Are you trying to take this company under? Then as an associate you demand us to get quota's and goals. How can we do this when you are driving away business with poor customer service?? I really thought I was working for a company that valued their customers and gave great service! At least I do know that we do EVERYTHING at our store the right way and go above and beyond to help!! I gave 5 stars for our Sears, 1 star to the person in charge who is training Customer service to say NO!

Hi, I have purchased the above mentioned item and order online, The item in your online website gives a misrepresentation of what is delivered to me at my address. I purchased a router considering the best price for the router and am very unhappy the way the order is delivered. On your site the items regular price is $219 and on discount it $87.93 being in display (store discounted price for the item is $149.00 for a combo in deal), with this understanding I ordered ignoring the item being a display unit, but it needs to be delivered in complete. This was not delivered in whole as is shown online. I talk to a representative about returning the item and after she confirmed I went to local sears store in Newark, CA, and to my astonishment, they wont take it and manager told me to return to sears outlet, when I asked the address for main sears outlet for returning the item, I was told they are not aware. This gives me an impression that probably Sears do not want to be in business any more, or they do not hire managers who understand how the money is followed in times of recession. Please advise and resolve the problem ASAP. I believe that somebody really needs to retain his job. As an advance precursor I will hold my self for 2 days until reply and move to consumer blogs for resolution of complaint. Thanks, Lokendra Kumar ventureartcapital@hotmail.com,

We have had the same consistent b.s. since we bought a refrigerator from Sears and had to get a news station involved when we continuously got the run around, basically the same complaint as everyone else. The news channel got good results for us and everything was done for another few years till I scheduled an appt. and I waited all day, yada yada yada.... blah blah blah.... appt. 8-12, got automated message 11:45 a.m running late. 1:35 called, they said he'd be here at 4:00. Basically waiting all day. At 2:53 got call truck broke down yada yada yada won't be here today, reschedule for another window of appointment time instead of giving an inconvenienced customer an exact appt. and ensuring a technician be out. No compensation for our time. MY SUGGESTION TO EVERYONE AND PASS IT ON... DO NOT BUY FROM SEARS. When we move we will not take our Sears appliances and buy everything new from another company and suggest everyone pass this on and email this to all their family and friends. The ONLY way to stop large companies from treating their customers like crap, is to hit them where it hurts. When they start losing customers perhaps things will change.

Sears need to examine it's business model. Delivery scheduling for major appliance gives no consideration for the value of the customer's time. A machine calls with a message the night before delivery. There is little time to make other arrangements for that day. Sear's time is valuable but not the customer's! A minimum of 48 hours notice, would be more reasonable for both parties. Any business that shows disregard for the value of the customer's time, does not deserve to be patronize. Rebates and points will not make up for poor service.