Sears Corporate Office & Headquarters

Never in my life have I experienced such disregard for a customer. I am a kitchen and bath designer that recommends appliances to ALL of my customers. Doing 4.2 million dollars in Sales I would assume Sears would appreciate most of that appliance business. However, after phoning the 800 customer service telephone number I was placed on hold for 43 minutes, tossed around like a ragdoll only to be told that nobody had the information I was looking for. I was then told to go onto "chat" website when once again I was told they could not pull up the model numbers. After being tossed around yet again like a ragdoll one girl was able to pull up the model numbers but then said I would need the technical department by once again phoning the 800 number. I am at my witts end. I am instructing my customers to purchase Kitchen Aid as well as well as all other appliances. Sears will NEVER AGAIN receive a recommendation from me. I have never met a more disorganized and lack of training in my entire 25 years in this business.

I know posting will not resolve my issue but hopefully it will help someone not to buy from Sears or the extended warranty. I bought a Kenmore Elite washer and dryer (not cheap by the way) and the master protection warranty for five years also not cheap. The warranty states that there is lemon protection which are so many loop holes that I see how that is beneficial. I have had issuses with my dryer two times this year and I have had issues with the washer twice this year. My frustation with dealing scheduling a repair (which is not convient with there time windows) any my washer or dryer being out of service for a few days. I had been having problems with my washer for sometime so when I had the yearly check up done I told the tech about it and the repair dept told him that if he could not duplicate the problem there is nothing that he can do. In Novemember My dryer went out because of a heating element, (getting a repair to come out is not very speedy)Two weeks the washer stopped working in the middle of the cycle and would not drain the water. I called the repair dept and of course got the run around they could not come out for five days, meantime I have a washer full of clothes and water that would not drain. The customer service rep told the to get a bucket and get the water out. This is not why I bought a repair warranty. I was finally able to speak with someone who had a repair out within a few hours. Now this week I started having the same issue with the washer. A rep man came out this morning supposedly fixed it with replacing the the wiring and the harness, I started my clothes and again same problem so I called the repair tech himself and he came back this afternoon he did not tighten all the wires. I told him I only called him directly because I knew I would get the run around he told me that they would of scheduled another for time to come back

This story is just too long to write out, but I think the 19+ pages of complaint letters on this site tell the story for me. This was one of the worst experiences I have ever encountered. I have blogged this all over the internet!!!

my Parents bought a coleman furnace 5 yrs ago fro SEARS and with in 2 months it broken down we had repair people out still did not work, save you the drama it's been 5 yrs they have been out 9 times to fix it they REFUSE to replace it even after we found out from BBB that the people they had install it had their license pulled AND this furnac, we have my 89 yr old granmother living with us our house is freezing in winter and SEARS sits on the high horse and wont do anything to help us they just keep passing the buck its their fault not ours we did not install it we did not try and fix it they did THEY NEED TO REPLACE IT they should have replaced it 5 yrs ago!!!! not try and sooth us by sending out repair men at least 2x a yr! Wer have reported this to BBB we have documents proving it and everything.We have even contacted the head of Sears in canada he says Illl call you back after I check into it and that was a JOKE!! COMMON SEARS STEP UP TO YOUR PLATE!!! 6 grand it alot to be out! now my parents need a furnace because it is -4 here at night and my gran is cold so are we and they want to go buy a new furnace and sears gets off scott free again!

I purchased a samsung side by side refrigerator in September and in January it quit dumping ice.a tech came to my house and pushed a button on the bottom and it dumped and refilled. he replied "yep ice maker bad".don't have one on my truck i will have to order it I waited another two weeks for the service man to return to put it in. low and behold it filled just like it was designed to do. But still would not dump. i called sears again another tech came out and checked the temp in the freezer it was ok.he then checked my water pressure coming in to the house on the line going to the ice maker it had 30+ lbs.he replied my pressure was too low.He left still not making ice Just got off phone with some lady that scheduled me another service call for March 29. Now i have to wait another month to get some one out here.Samsung owners manual on page 17 says "in order for ice maker to work properly,water pressure of 20-125 psi required.My well pressure cut out is set at 50lbs cut in pressure is set at 40lbs.so i have plenty of water pressure.I have bought my last anything from sears and last samsung anything

Myb Sears Kenmore dryer purchased July 1969. Had one thermostat change and one belt changed ...the belt was my own fault....as I put a heavy wet pillow in the dryer when I was young and stupid! Now the door seems to loosen with a slight vibration which causes the dryer to stop tumbling to dry the clothes. Before I toss it, I'm having it serviced to adjust the door ...basically that's alal it needs...for now. In due time I'm sure I'll change it...but this Sears Kenmore dryer will be 42 years old come July, 2011 and it's been great. Had three sons, grandchildren, and used probably 4 days out of 7. Doesn't owe me a dime! Don't make them like they used to. baromano@cox.net

I WILL NEVER BUY FROM SEARS AGAIN> PISS POOR CUSTOMER SERVICE. NO BACKING OF THEIR KENMORE PRODUCTS.

what i think of sears gift cars that can only be used in stores and not on line you should tell your people in your stores this. we went to purchase a monitor in the store with 2 gift cards we were told we would have to order on line but gift cards can not be used lousy polcy judy z

The motor on my frig was making so much noise that it woke me up just after 11 pm last night. It is under extended warranty so I called 1-800-4MY-HOME to schedule a repair appointment. I was told that because it is under warranty, I have to talk to the technical rep to schedule an appointment......of course...they are not available until after 7 am the next morning. I call at 7:31 am and then they tell me it is central time and I am on eastern time. On each of these phone calls I asked to speak to a supervisor and was put back in the general phone que. This morning's call was then picked up by a 2nd customer rep and he wouldn't transfer my call if I didn't give him my phone number and verify my information, which I had already done with the 1st rep. I paid money for the extended warranty and I can't even get an repair appointment scheduled. What the C**P is this? It is fine when you take my money but I sure am playing havic getting what I paid for.

Sears is the most inate form of service I have ever experienced in my life. Cancellations of appointments,lack of knowledge and customer care. It is abomanable how these idiots stay in business!!!!!!!!!!!!!!I will NEVER EVER set foot in a Sears store again!!! They do not have to worry about screwing me over again!!!!!!!!!!!!!!!!

I use to purchase everything from Sears but after purchasing a dryer and a lemon of a washer I cut up my Sears charge and never went back. For years my family has purchased appliances from Sears. So when it was time to get a washer and dryer I naturally went to Sears. I had to go to two Sears stores because the sales people at the Mentor location were too good to assist me so I went to the one at Richmond Mall in OH. The computers were out so the sales woman said she would ring my purchase the next day and send everything in the mail which she did. However, she added some protection agreement even though I told her I did not want it. I called had it take off. Then it was added again. Then taken off. Well this continued for months until I was turned over to collections. I refused to pay for something I did not want. It took months but the charge was finally removed. While all this was going on I had made many calls to Sears because the washer kept breaking down. Instead of just replacing the washer Sears had decided to just rebuild the one I had gotten part by part. The washer was broken more times than it worked. The same part has broken at least 7 times. I called again and the service man who is now part of the family came on Feb 22 2011 On Feb 24th 2011 after 3 loads the washer broke again. I made an appointment for Friday but they could not come out because the weather was bad. Could not make Saturday but will be here on Monday. This is how it has been. I was told it was lucky to have a service agreement. Well I see the agreement as Sears promised me a good product but I got a lemon. I am going to let them fix it one more time then I am going to Home Depot to get a washer. You see I just did not need a washer and dryer I had just moved so I needed everything - stove- fridge- dish washer ect. After the washer I got everything else at Home Depot and I have not had any problems. Service is prompt and the products are well made. You have failed me Sears. Do you even care?

I have a Craftsman snowblower that is still under warranty and the drive doesn't work. I contacted your repair service on line and was told to take it to your Orland Park store for repairs. When I got there, no one knew where it would be repaired or how long it would take. When they looked into it they said that it had to be sent to another location and they only send repairs out once per week. They then said it would take about 4 weeks to get it back. ITS FEBRUARY IN CHICAGO!! I need the snowblower. WHAT KIND OF SERVICE IS THIS? Service usually means that someone will fix it as soon as they can especially if it is a product under warranty, not when they get around to it! I have spoken to 5 different individuals now at Sears and no one knows why it will take this long to repair this snowblower. NO ONE CARES ENOUGH TO TAKE RESPONSIBILITY TO GET THINGS DONE RIGHT!! After being a solid Craftsman customer for 35+ years, I am done. I will do everything from this day forward with my local ACE Hardware. They are fantastic. I spent 32 years working in Sales and Marketing with the largest Pharmaceutical company in the world. I really do know the differece between good and bad customer service. What I am getting from Sears is BAD, VERY BAD!

dont ever buy eye glasses at bsaears it took 15 days to get them and they are not part of sears

You must know your customer service call center, on-line chat, and e-mail are nothing but smoke and mirrors. Order #205044174. If anyone in corporate even reads this, would you please contact me and resolve this, Thank you.

On Wed., January 5th I purchased a Climb and Slide Castle and a Highback Toddler Swing for the amount of $112.25. I first recieved a large box with a Little Tikes Handle Hauler truck in it, loose, in the huge box, no packing material, no packing slip. In the next day or so, I recieved the slide which I did order. I attempted to call someone at customer service who said to take the Truck, not ordered, back to Sears? and I would receive a refund. He did not seem to understand that it was not the item that I ordered at all. I took the item to my local KMart in lieu of Sears, which is 25 miles away, who said that all they could do was give me the standing value of the item in the box, which was around $13. Even though they saw the box and confirmation email. They said to call you back. I paid $19.99 for the swing. I don't want the truck. Never ordered it. On the outside of the box in which the truck was shipped was a sticker saying that it was the swing inside. No swing. My order confirmation is 201722530. The sku for the swing is 4824835000000000. The sku for the truck is 5074361012. When I last spoke to your representative I was assured that UPS would be sent to retrive the item and that my account would be credited as a return and I would have to re-order the swing. I am positive that all this information was given to your representative when I spoke to them. UPS has not arrived a week later. I am a very busy person and at this point I feel as if I am getting the run around from you all when this was the mistake of KMart and I still will not receive the item that I need and paid for. If I send the truck back, how can I be assured that you will even credit me the full amount that I paid? Also, will you be crediting my account back the $19.99 plus the tax and initial shipping that I paid? This is extremely shotty customer service and you can be assured that I will not patronize you in the future-nor will I reccomend you or your services to others unless you can make this right. According to a news article posted 4 hours ago, your company is struggling. Perhaps, now I know why.

In November I placed an oven on layaway. I added the warranty and the delivery charges to the layaway as well. We had terrible snowstorms here in New York and I has 5 days late with the last payment so Sears just automatically cancelled my order. Not even a courtesy call. They told me that a check was cut on 1/22/11. One month later I still have not received it. I called to complain and they told me that they made a mistake -- they didn't send a check they put the money back into my Mastercard Debit account. Well I don't have a Mastercard. They said they would look into it. Never heard from them again. WHY DO I HAVE TO HUNT DOWN MY MONEY!!! Its over $700.00. I don't care if Sears put it in the wrong account. That is there problem. Do I have to call the attorney general. I used to love Sears..I no longer recommend them. What a shame a great company like this has gone down the tubes. Is a sign of the times? PLEASE HELP ME CORPORATE OFFICE!!!!

Mr Bruce Johnson, I just received the most disgusting service from your organization that I could possibly imagine! On Feb 10th my washing machine suffered a malfunction and is unable to drain. I quickly called customer care to schedule an appointment to fix the issue. I was given an appointment on the 21st of Feb between 1-5 pm. While waiting 11 days to have someone respond to my issue was difficult, especially while having a 19 month old child, I realized this was not an extreme emergency and was willing to wait the 2 weeks. After waiting two weeks for a technician, finally, today, the time had come for someone to stop by. My wife, my child and myself waited patiently during the time slot we were given. 1 hour passed, 2 hours passed, 3 hours passed, 4 hours passed and finally after not hearing from anyone all day, we called to find out where the technician was. We were told he was running late and would be there shortly. Well, an hour later we get a call from the routing agent telling us he would be unable to make it and someone would call to reschedule. Again, 1 hour passed, NO CALL, 2 hours, NO CALL. After waiting all day on my day off and not receiving a word from customer care, we called you. TO OUR DISMAY, DISGUST and ASTONISHMENT, WE WERE TOLD THE TECHNICIAN DIDN’T SHOW BECAUSE HE COULDN’T FIND PARKING!!! (Yes it’s true, it’s on the account) This is unbelievable since we live on a residential block with parking on both sides of the street. So now, after being cancelled on because of a “Parking Issue”, which seems to be synonymous with I’m to LAZY to WALK a BLOCK! Even more amazing is after wasting our time for 2 weeks, our day for 6 hours and being given a lame excuse, we now have to wait until MARCH 15th to get someone back here to fix our issue. It would seem apparent to me, and I would guess most reasonable people, that when you cancel an appointment, you reschedule as promptly as possible to accommodate the inconvenience. So let’s recap, so we are clear; We wait 2 weeks for service We wait all day during your window YOU CANCEL ON US We call you to reschedule (You don't even have the decency to call us) We now are penalized another 3 weeks But now, as our customer service agent, Roland, who was pleasant, said, “this time you won’t be cancelled on”. Thank you, that will make all the difference in the world as I’m going to the laundry mat for the next 3 weeks with a 2 year old child, totaling a month and a half of time without our washing machine which, might I add, we have a warranty on? Did I mention our washing machine had a recall that you didn’t inform us about? I have to say that I am extremely disgusted, embarrassed and even saddened by the way Sears treated me today. I can’t believe that a company like this could care less about helping their customers out. I was offered $100…I don’t want money, I want my washer fixed. I shouldn’t have been placed in the back of the line again, and a repair person should have been sent sometime this week. My wife and I just bought a house and were going to buy a brand new washer and dryer and new kitchen appliances. But unfortunately, after enduring such poor customer service, we will not be purchasing anything from Sears again. In the end, I was told, “I hope you will use Sears in the future”, which I thought funny, as I was hoping to use my Sears washing machine tonight, guess the future is at least 3 weeks from now, MAYBE, if you all can find parking… Thanks for wasting my day off and the next few weekends while I’m at the Laundry mat. Amanda

It is reprehensible that I have two Sears credit cards listed on my credit report when I have never personally owned a Sears card nor was I authorized to use my now ex-husband's cards. (We have been divorced for over 6 years now. Why is your company showing up on my records? I had to call numbers to a call office in Guatemala and they couldn't help me without giving my address and ssn. This is outrageous.

I have a Sears refrigde in my home. The refridge will not cool and the freezer will not freeze.I call for repairs and Sears gave me the run around. I talk to one customer serivce on 02/18/2011 and explain to her that my refridge isn't working properly I told her that I need a repairman to come out and fix my refridge and do I have a warranty for it.I was told that there is a flat rate of $129.00 to have someone to come out and fix my refridge why pay that when you can purchase a warranty for one year at the cost of $86.00.I purchase the warranty I was told that I had to wait for 24 hrs to call for a repair appointment I was scheduled for 02/19/2011 from the hours of 1pm-5pm I called to let someone know that a serviceman did not show up and the representative told me that the serviceman van was out of service at 5:56pm. No one call to inform me that he was not showing up. So I had to get another appointment and call to verify that my appointment is schedule for the next business day. they rescheduled me a different appointment.I called back and spoke to a Zach ID#250365 (if he really gave me the right information)he inform me that my $86.00 was not honored and I have to pay cash and my problem was not prority. Sears has awful customer service , they have people purchase things that they don't need. Times are hard for some of us and to take my money and not give me the service that I deserve is very bad for business. I will not be doing business with this company in the future. Thanks for nothing.

Sears had good proucts and costomer service 10 years ago. Recently I have purchased a Fridge a washer and dryer and a dish washer. They all stink. The costomer service is poor, some of them have a hard time with english. The techs come to the house and are clueless. I one recently came to my house and informed me that the problem with my dryer is that it was old. Please if you read this do not purchase Kenmore products.