Sears Corporate Office & Headquarters

actually, the score is a minus number. long story short.......ordered refrigerator on line, to be delivered 1/23. on morning of 1/23 was told it was damaged in transit, was a discontinued item so no replacement. told to call another number, choose another frigerator "at no additional cost". called number, picked out frig, called 2-3 days later for delivery date, was told that i couldn't have that frig (939) for the same price (779). asked about refund of $845.00, was told 7-10 days. called back in 8 days, was told 7-10 business days (which would have ben 2/7). called on 2/8 and after being disconnected twice, got someone who said the order had not been cancelled properly and it would be another 7-10 days. asked for manager, was told it was being sent to "off line department", said i wanted her manager, manager came on line saying "how can i help you?". how annoying is that. she said it would be another 7-10 days, that was the best they could do. called corporate, was told he would try to expedite it but it would still be 3-4 more days.

Why do you assume that I am interested in your products anymore? I am not, because you, like Sears consider appliances as disposable items. Given your attitude and lack of engineering, why would I want to buy your products? Your Whirlpool and Maytag appliances are an embarrassment to American ingenuity. I have owned both, and they failed like Hondas did thirty years ago. How long have you been in business? I know you can produce an appliance that lasts 20 years or more, because you have done that. What I can’t understand is the lack of creativity and common sense in your engineering. I would point to two things. First, I saw the ad from Sears that features a washing machine that shakes, rattles and rolls. I assume this is your creation. Why do you peddle marketing gimmicks instead of good products? This product will disappear faster than the Edsel. Secondly, I bought a Samsung washing machine from Sears about a year ago. In a couple of years of engineering, Samsung has delivered a product far superior to anything Whirlpool has produced in your entire history. At the time, I only purchased the washer. I had it installed. And for a couple of times, I sat and watched it work for a half hour or an hour. It was amazing to me the thought that was put into this machine. A ton of common sense. It is built like a tank. Pound on its shell. Instead of jumping into a machine torturing shake rattle and roll, it sat there (I think it was weighing the load). Then it put some water in the drum, and stopped (again, was it weighing the clothes?) Then it dispensed the water and soap, and slowly turned. If it was hot water, the machine preheated the water to a certain temperature. First it would turn the right for ten seconds, and then stop. It would sit there for 8-10 seconds, and then turn the other way, and then stop. It turned at such a speed that the clothes would reach the top of the drum, and fall to the bottom. Splat, like washing your clothes by slapping them on a large rock, but much more gentle. Back and forth. It sat idle almost as much as it turned. Quiet, gentle. Gee, the fins in the drum are only an inch high. Litterally no fins to catch and hold the clothes forever. Look at those tiny holes in the drum. They have to be 1/3 the size of anything I had seen before, particularly Whirlpool. No bobby-pin or other could get through those holes. No pump destroyed. The Samsung, if so desired, will put silver ions in the water. Amazing. I leave this on all of the time, because these silver ions have proven highly, highly effective in killing topical bacteria. Does this mean that my clothes will stay fresh longer, when worn, and smell better? Yes. Every American washing machine I ever purchased had a high number of loads interrupted because of an unbalanced spin load. In 18 months, my Samsung has had one such load. I went downstairs to move the clothes, but instead of saying END, there was a code there. Oops, unbalanced load. Hit the start button again, and the machine turned slowly, until it normalized the load, then start spinning again until completed. Neat. And, unlike your products, I did not hear the machine bouncing around from the second floor of my house. This machine must have 30 codes to tell you what is wrong. I have seen two. The first one is mentioned above, which happened one time. The other, was DOOR OPEN. Oops. I don’t expect to see any other with this washing machine. If this washing machine lasts like every Samsung product I have ever owned, I, after many years, am still waiting for my first product failure. I learned my lesson years ago. Sears repairmen told me that corporate viewed these as disposable. I hardly needed to hear that, as the performance of your appliances had already told me that. Plastic inside dishwashers that suffered from fatigue within a few years, leading to droopy baskets. Pumps that lasted months, instead of years. Appliances that needed multiple repairs within a few years. I had enough. That ad on the Samsung looked great. Every product I purchased from them in the last 12 years is still working. No repairs. So, you people, can sit around worrying about your corporate butts and privacy statements, or you can start using common sense and quality-based engineering, and start kicking butt. You have lost me until I see you out there kicking butt. Rick May Please pass this on to Jeff Fettig Mr Fettig, are you an exec who hides in your bunker, or do you get out there like Iaocca?

To Whom It May Concern: The days of good customer service are gone forever. You used to go purchase an item and get it delivered within a day or two. Now plan on at least a week or more and you are at the stores mercy. The reason I know this is because of my recent dealings with Sears. I was upset and usually let things roll off my back but this time no. On January 23, 2011, I purchase a treadmill from Sears. They had a sale and I wanted one for quite awhile so I decided to bite the bullet and go purchase one. I went to the Rotterdam Mall store looked over all the treadmills and decided on the one Pro-Form that was on sale. I talked this over with the salesman, who was very nice and helpful, getting all the pros and cons, I purchased the treadmill along with the maintenance plan, sales tax and delivery charge, which made it over $600.00. I do not consider this a small purchase. At that time, the salesman said let me check and see that we have it in stock, which he did. The computer stated they had 4 in the back room. He then said let me go and check for myself which he also did. He was giving good customer service. He found 4 in the back room. He said they would pick it up at the store and deliver it to my home on January 31. He also stated that I would get a call from the delivery dept. verify my delivery. I received 2 calls from delivery, one stating I had a delivery coming on Monday the January 31st, and that I would receive a call on Sunday Night regarding the time. I made arrangements to be home on Monday, cancelling some appointments and rearranging some other things. On Sunday night, I had a call on my answering machine that stated, the delivery would be between 8 and 10 am. So I made sure everything was moved and the spot where I wanted it was clear. At 7:30 am Monday morning I received a call from the S

Morning, I purchased a water heater from Sears 1/28/11 was told at time of purchase that this included installation, delivery, haul away and permit fees. The service person arrived at my home with the product. The first thing that he told me is it would be a $120 installation fee and that they do not haul away. I told the service person that's it should be included in the final sale. "GUESS WHAT" I had to pay an" ADDITIONAL INSTALLATION FEE" that was now explained to me in purchasing this item. If I knew that SEARS was going to ripe me off I would not have shopped here. So for future items/appliances I will not. If anyone should ask me about an experience with SEARS I would tell them to shop somewhere else because they will be "CHARGED EXTRA" when delivered. In hoping that corporate will read this letter and give me some kind on satification. Sincerely, Very Unhappy Customer

I have been waiting for a repair man all afternoon. Since they have 4 hour window makes it difficult for the consumer. Once it eD 4 pm I called to make sure the Service Rep was coming . I was told they were and I would receive a calll from him to let me know when he was to arrive. At 5pm no phone call. I called the Service Center to speak with a supervisor and the phone rep Chris said they were not able to get a Supervisor on the line for complaints with service. I will no longer buy from Sears and tell others of the poor and disrespectful actions of the Sevice Center. It is a shame that Sears uses outsourcing of people to represent them on the phone. Those people do not care about true customer service

I have a Sears credit card. I have been a Sears customer for 40+ years. I would like someone to return my call as I wasn't able to get through secondary to the winter storm. (switchboard was closed, I got a recording when I called) I called the credit card number and spoke with a supervisor and was told I needed to contact coporate office. I have your credit card and the interest rate is 25.24% which is absurd. I always pay on time, usually early and almost always more than the required amount. I would like to talk to someone about lowering my interest rate. No other card I have has that high of an interest. Please email me at bmoretto@roadrunner.com. or call me at 2307-67-1334 Bonnie Moretto Ellsworth Maine 2-2-11

I just sent a note and my error for not reading the above note first. Please do not post it. I will continue to try and contact the Coporate office Thank you Bonnie Moretto

BOUGHT A $350.00 KENMORE PREILITE VACUUM FROM SEARS AND WITHIN 3-4 MONTHS THE WHEELS WERE ABOUT TO FALL OFF. CALLED AND SPOKE TO SERVICE DEPT AT LOCAL SEARS STORE AND THEY SAID THEY CANT BE FIXED. LIVED WITH IT FOR ANOTHER YEAR AND HAD TO TAKE TO A VACUUM REPAIR SHOP AND THEY COULDN'T FIX IT AND SAID THAT IT WAS A DESIGN FLAW AND THE DEFECT WAS UNREPAIRABLE. FINALLY TOOK BACK TO SEARS AND THEY SENT TO SEARS REPAIR CENTER AND SIAD THERE WOULD BE NO CHARGE BECAUSE IT WAS AN OBVIOUS DEFECT. AFTER ALMOST TWO WEEKS, THEY SAID IT WOULD COST $195.00 TO REPAIR. THIS IS UNACCPTABLE. WENT BACK TO SEARS AND THEY SAID NOTHING WE CAN DO FOR YOU. NO REBATE, NO REFUND AND NOT EVEN A PRORATED CREDIT TOWARD ANOTHER VACUUM. ASKED TWICE TO SEE THE CERVICE MANAGER AT T HE WESTFIELD MALL SEARS STORE AND SHE DIDN'T EVEN HAVE THE CONSIDERATION OR RESPECT TO SPEAK WITH US EVEN THOUGH SHE WAS IN HER OFFICE 20 FEET AWAY.

we had a tile floor installed befor the holidays (2010) by sears out of the new jersey office, when the installer arrived at the house he was such a doll. From the first day to the last i was very happy with him as well as his work. The house was clean during contruction as he said, the amount of flooring removed and the way they sealed off the room was very neet. NO DUST ANYWERE. I LOVED IT. We have a very large family some are married to handy men and others to contractors,they are the first to point out the bad, it was great they loved it. And they are very hard to please so for them to give me a wow, that is pleasing. So i Give Rich and his crew 5stars and more. Thank You so much

I am truly disapppointed in Sears' customer service process. Over the past month I have attempted to replace a defective Magtag wall oven with no luck. I have been transferred from person to person; department to department; placed on hold for minutes on end; and calls dropped. Finally, you think the problem is resolved and a delivery/installation is scheduled only for a truck to arrive (Saturday 6:15 p.m.) and the driver tell you "He only delivers and someone else has to install it." Well,I was upset to say the least. Delivery wanted to leave the oven in a box at my house and I refused. Delivery contacted someone in customer service who supposedly scheduled installation for the following Monday; I received a confirmation call Sunday evening to expect Sears between 8:00 a.m. and noon on Monday. Because of my lack of confidence in Sears' customer service I called and sure enough the order was never received by installation. Another day wasted and countless hours of frustration talking with C.S. I am promised installation tomorrow. Won't be disappointed if it doesn't happen(just furious) because it seems to be the way they are doing business these days. There appears to be no accountability and poor internal communications. Sears' customer service process does not serve its customers well. Now here is my story: Bought a Maytag wall oven 11/14/2010. On 12/11/2010 repair was called because oven was not heating properly and rubber seals inside oven came off. On 12/18/2010 repair was called again because oven would not heat. Repairman checked oven and determined there was a defective wire and the control board needed replacing; however, it would be 01/05/2011 before it could be repaired. Needed an oven for Christmas cooking (family coming to celebrate with my 96 year old mom); therefore, Customer Solutions suggested I swap out for a new one which could be delivered 12/24/10. I agreed and received a confirmation of delivery/installation for 12/24/10 between 8:00 a.m. and Noon. No, they did not come nor call. At 11:30 a.m. same day, I called and was told that the order did not "bridge" with the installation department which translated into I would not (did not) have an oven to prepare Christmas dinner. Christmas plans ruined. For whatever it is worth it pays to shop around because Sears isn't customer friendly anymore except when you are in the store making a purchase.

Do not buy any appliance from Sears, nothing, ever. Keep especially away from the refrigerators.

I took off half a day waiting for service on my washer. I had a window from 1:00 to 5:00 pm. After waiting from the time stated above I get this call from Sears at 3:30pm telling me that they must cancel my service call for that day and did I want to reschedule for another day. Guess what? The only time that was available was a week from my original appointment. I was so upset but what other choice did I have. I had to make another appointment. They apologize for the inconvenience but I should have not had to pay for the 85.00 service call or they should have offered half that. I will never purchase any more appliances from Sears. There service repair really stinks. Disappoint me again J.Galens Michigan

I called Sears about my garage door opener. It worked sometime or I had to push the button severe time. So I called sears they said that they couldn't send somebody until two weeks. They told me to get on a ladder and unplug it then put it on again. I am 67 years old but I did it sever time if I wanted to use it. I had never had to wait this long to have a repair. I have been a customer with Sears for 47 years. I have also call them to please send me a copies of my other appliance coverage,because I have misplace them. They came today and it only took no more than 20 minutes.

My wife and I purchased a Samsung Refrigerator on January 22, 2011. Today is January 30th and the freeze is not working. The setting is a digital setting at 8 below zero. I called this morning for a service call and the service schedule was to send out someone this coming Saturday February 5th between 8-12. I explained the freezer was out and food was thawing. The person said to make a list of the items and they would pay for them. We have the Master Service plan and cannot get a service person for 7-days. That is absolutely bad service and Sears should change their service. We have purchase Sears products for over 45 years and I must say this will be the last. WAITING TIME 7 DAYS FOR A FREEZER BEING OUT. We bought the top of the line Samsung and expected better service. It was purchased from the Sarasota, Fl. Sears store. Jerry Beane 6415 Midnight Pass #901 Sarasota, Fl. 34242

"0" Stars for customer service. I ordered merchandise which never came. Using online and 2 phone calls was no help. They told me I had to call the third party company. Sorry, I ordered it from Sears, it's their responsibility. Over 30 minutes on the phone and 20 minutes on hold is ridiculous. The operator didn't want me to talk to a supervisor and finally when she connected me I hung up after 10 minutes on hold I hung up. Just what they want!! Sears is so big my little purchase doesn't concern them. I will never order from Sears again.

I bought a washer from Sears and they said if I paid $399.00 I would get a $75 rebate for delivery. I got a 5% discount and I specifically asked - will this be a problem with the rebate if it takes me below $399? Oh, no - not a problem, plus you are paying tax so it won't be a problem. Yes, denied, because I was below $399. Went to the Sears store where I bought it - said you told me this wouldn't be a problem. Oh, did we? They didn't care, didn't know the managers name or the district manager. They were not concerned in the least. Great service and the last time I will ever use Sears. I hope the store closes, because it is poor service, poor quality, and no concern for the customer.

On 01/09/11 I purchased a Pandigital Black Croc Portfolio Case for 7" Reader of which I paid $40.80 after shipping and handling. However, when I received it on 01/12/11, it did not fit my eReader, and the receipt that accompanied my item showed that I paid $12.99 for the case. I immediately contacted the Customer Service number. They said that since they were in error they would issue a UPS "call tag", so UPS can come by my house and pick it up. Well...it is now 2 weeks later and 5 phone calls and 6 emails, I cannot get them to issue the "call tag" for my item to get picked up. The last email I received from Sears stated, "After reviewing your account, I see you have placed an order for "Black Croc Portfolio Case for 7in. " on 1/9/11. A case of different size was shipped to you however you do not know the name of the item. I apologize for the miscommunication in our previous emails. I am sorry to inform you that we are unable to issue a call tag unless we are sure of what has been shipped." Are they kidding me??? I cannot believe that after all my emails and phone calls, they still believe I do not know what item I received. What difference does it make what item they sent me. The package says its a Pandigital Black Croc Portfolio Case for 7" Reader. What more do they need? Sears...I was one of your biggest customers. I have spent thousands of dollars in your store over the past 30 years. I cannot believe that you are willing to lose a customer over an online item that cost me only $40.80 and which you refuse to refund me my money. Anita Flores Texas

We bought a snow blower from the Mentor Ohio store on December 8, 2010 for $849.99. We bought a large snow blower as my husband is almost 65 and has had back surgery. We wanted a model that was self propelled so he wouldn’t be pushing or pulling. We weren’t able to pick it up for a few days. We were told that for pick up that you would load the blower into the truck. When we picked up the blower a man my husbands age rolled the blower on a cart to out truck. My husband, son and I waited for the others to arrive to help since he said there wasn’t any machinery to load the snow blower. He told us nobody else was coming, and that he was unable to help lift the snow blower as HE had a bad back! We couldn’t assemble it to drive it up the ramp we brought especially since we didn’t bring any gas. (Has he had this situation before? Had a quick answer!) The three of us with the assistance of one employee got it loaded. We did un-crate, read the instructions and assemble it to drive it down our ramp. Starting has not been a problem. Engaging the auger to blow the snow has been an issue. We have called MTD per the instructions. They told us that since it was a brand new unit, not used we should call the store. We called the store and couldn’t get in touch with our salesman. We gave up and asked advice from the associate in the department and was asked if we bought the extended warranty. No, we didn’t. The associate told us that if we HAD he could send someone to the house to look at it. Since we hadn’t, he gave us a phone number to call for service. We called the number. They asked about the extended warranty again. THIS IS A NEW UNIT. They told us we should take it back to the store, to the department where we bought it. We called the department to confirm and were told they can’t help us. Getting annoyed that everyone is readily available to TAKE my money but not to help serve the customer, I called the store in Mentor Ohio, where I bought the blower. The date was Thursday, January 20th at about 2:30 in the afternoon. I asked for the store manager. I woman answered the called and said the store manager was busy in a meeting but she would be glad to help me. She identified herself as the Operations Manager, I think she said her name was Lauren. I went through my disturbing saga. She told me she would look the information in her computer. While talking to me she found our name, address, etc in her files. She said she would go to the department, talk to them and get back to me in 20 minutes. That was last WEEK and we still have not received a call. We have continued to try to find the problem on our own. (Which we SHOULD NOT have to do on a NEW unit.) We found a local dealer who could repair/adjust the belt, which is what he thinks might be the problem for a few hundred dollars, on a BRAND NEW UNIT. 1) Poor customer service loading my truck once you had my cash 2) The sales people can’t help me. 3) MTD refers me back to you as it is a new unit. 4) You refer me to BUY a warranty. 5) I call the service department and they tell me to bring it back (it weighs 200 plus pounds) 6) I call a manager who promises to get right back to me in 20 minutes and am still waiting. Are you giving us the run around until the warranty runs out???? 7) If I am having this much trouble with a NEW TOP OF THE LINE unit, I have no confidence that it is going to last. 8) If I have to load this unit back in my truck to bring it there for service, I won’t be bringing it back home. 9) I am filing a complaint with my credit card company. I have already paid the bill, but I’m going to see what they can do to help me.

I have never had a problem with Sears but the Greenwood store is spamming Craigslist. It's a shame for one store to blacken the name.

After two frustrating and fruitless days on the phone with no results, and a service call in which I was subjected to a bigotted slur from a service technician over a lemon of a dishwasher that had four service calls and repairs over a five month period for the same issue. I was ready to give up in disgust with Sears. I have been a long standing customer, and was treated poorly until I contacted corporate as a last resort at which time I spoke to DEPESH. He listened intently, apologized for my terrible experience and quickly resolved my issues with the greatest of professionalism and customer savvy. I am most appreciative, and feel that this young man should be used as an example for PR at Sears. I am exceedingly appreciative of his efforts and for resolving my problem. Thank you, Mrs. deCandia, Memphis, Tn.