Sears Corporate Office & Headquarters

Dear Sears Customer Service, Although I doubt very seriously that this complaint will be taken into consideration or that I will receive any satisfaction from Sears regarding this situation I will write this anyway. After letting down my guard after prior problems with Sears appliances and purchasing a new appliance from Sears just over a year ago we once again have a major problem with your appliances. Namely a Sears Kenmore Model 790 electric range which has a left rear burner that will not turn off. This is a very dangerous problem with this line of stoves. Similar incidents with this range and other Sears’s ranges with the same problem, an eye that will not turn off are all over the internet. This product should be RECALLED! AS a former fireman I KNOW that this can cause a house fire! This product is just over one year old and of course out of warranty. How convenient for Sears that problems always seems to occur just after the warranty expires. I find it very disappointing that Sears to have joined the ranks of so many US companies today where the motto is “take the money first and to hell with the customer” What is particularly problematic with this burner not functioning is that just myself and my wife live at this residence and we don’t ever even use the left rear burner. I know it’s just a switch in that has gone bad. I can probably repair it myself. The point is if you continue to offer for sale inherently dangerously faulty appliances to the public its just a matter of time before a house fire occurs with the possibility of loss of life. Here is what I intend to do. A copy of this letter will go to every single federal consumer protection entity; every internet consumer complaint site and I will submit a review on this product wherever possible. Suggestion to Sears vendors: Stop buying these switches from China or wherever they come from. Find a vendor that can supply you with components that are Underwriters Laboratories tested or equivalent. In closing I have to say that once again for obvious reasons I will never buy another Sears product. Martin Fox 1-13-11

Santa Rosa, CA Long time shopper at Sears no more! Your call center for customer services is ridiculous! Looping you to voice activation for hours on end. Call centers farmed out to India who have no clue. Wow! Walmart has it together soooooo much better and that is saying a lot! Wish I would of come to this site before we bought our bed. Would of went and will go elsewhere.

signed up for a one year service agreement for my dryer with sears back in may 2010 now its janurary 2011 and still sears are trying and fix this dryer. when is enough , enough. in the past two months they will be making 4 trips and still am without a dryer. i have tried calling customer service and all other numbers i found and all i get is am sorry . wish i was getting a dryer for every time someone told me am sorry i would have about 50 by now. the fustrating part in all this is having to take off days off from work in this hard trying times. wish someone out there can help . please do

I ordered a front loader washer and dryer Dec.18 th 2010 for $2505.00 They were delivered on Jan.4th . The top of the washer and the top of the dryer are two different colors !! I ordered the silver but the two appliances do not match! The delivery man of course said "take it up with Sears" I've made 7 phone calls the store,the salesmen, the manager ,the corp office etc.And NO ONE has called me back!! One dept. told me "if I didn't like the color I ordered bring them back to the store" ! WELL since I paid to have them delivered I'd have to rent a truck to get them back ......I'm about to do that. I went with Sears because I thought It was a name to trust ( RC Wiley ) Had them I stock but NO instead I waited 17 days without appliances for Sears !!This will be the last purchase I ever make at Sears!!

Briefly, what continues to be wrong is that not only did Sears NOT deliver a product I bought online in November (order # 187298256), as of January 11, 2011 I have yet to receive my refund. After receiving an email from Sears stating the item had shipped and after numerous calls in December to find out where it was, I finally found out the product I paid for DIDN'T EXIST. It has been approximately 2 months and I've just been told it will be another 3 - 5 business days before I receive my refund. Customer service and Online Solution Team Case managers continue to give me the run around. Sears, you should be ashamed of yourself. It won't happen again....... I certainly hope I hear from Corporate. This is unacceptable.

Customer Service is a poor representation of the Sears name & company. For many years I have always bought appliances & toolsfor the dependability & quality. My parents also were faihful customers of Sears. I am truly disappointed in the poor customer service I have received lately. I would always purchase the Protection Plan on my expensive purchases to be sure to keep them covered & maintained. In January 2010, I purchased a Samsung HDTV, along with the Protection Plan. On January 3, 2011, I called Sears My-Home to schedule an appointment for a maintenence check. I first spoke to Amanda, who took my name, address & telephone number then told me she would transfer me to the maintenence agreement department to schedule an appointment. When someone finally answered(Chris), I was asked to give my name, address & phone number again, then he transferred me again to (Ryan) who put me on hold & would schedule the appointment. He told me someone would call me back within an hour. No call back. On January 6, I called Customer service again, gave my information again, to (Heath) call was lost. I called back & spoke with Terry, at the Arizona call center. Finally, he was very helpful, even among all the background noise, he apologized for the noise, said they were having a birthday party, how unprofessional. Terry took my information and said someone would call me back. I asked to speak to a supervisor. Jake came on the line and said, yep, you guessed, someone would call me back in one hour. He even took my email address to send me coupons, you guessed again No Call & No coupons! I will never shop Sears again. Good luck future or current Sears shoppers. Bet this gets edited & I will never get my call. Frances Pueblo, CO.

Bought a new heat pump/ac unit from Sears in 11/07. I am now waiting for service the 4th time. Leaks refrigerant and they don't seem to be able to find it. Last time was this past summer when it was very hot, no service for 3 wks. Now it is cold and the same problem in reverse, unit is leaking so not much heat. Compressor cycles every 15 seconds and the scheduling person said oh that wouldn't hurt it or cause any future problems. I guess she was a hvac pro. It will be another 3 wk wait for service, that's standard I guess. Be wise and buy from local people that will service what they sell and take an interest in their customers. Never again Sears!

Recently I had called sears repair service to set up an appointment to have my refrigerator repaired. When I called to check to see if I had a warrenty the assocoaite rudly told me I did not have, I wanted to schedule a repair service and she hung up on me, I called back immediatly and the same parson hung up again. brought my bussiness else where.

We have been a Sears customer for 40 years, and have always purchased a protection agreement for all our appliances. I have never been so upset in my life as every time I contact Sears. Today I called to renew my Master Protection Agreement after a five year contract, I was quoted with a renewal price which later another representative decided it was not a correct price because I was not a Sears employee. I requested to speak to a manager and was transferred to manager Alex, who does not have any idea how to handle customers or his employees. It is a real shame I have to leave Sears and find another company to service my appliances. I do not need to get upset to renew my agreement, which I was going to pay over $700.00 to Sears. I guess Sears does not need satisfied customers, as the manager was in a hurry to go home, when he mentioned I just need another 40 minutes to go home. Our complaint is not of importance to Sears To all sears unsatisfied customers good luck with your service.

I will Never order from Sears ever again. This was my first time and last time ordering on line with them. I understand some merchandise being sold out or out of stock.. It has been a Problem with them returning my money to my credit card for the Items that was not in stock. The costumer services reps were all silly and seemed to be incompetent of there jobs.. I will never ever deal with sears online again!!!!!! thanks Ms Shae'

Sears (Kenmore) Oven. I have a Kenmore oven that is trying its best to burn down my house. This is a common problem with Kenmore ovens and there is a MASSIVE recall. Then why, after speaking with 5 "technicians", does NOBODY there know anything about it? I'm so frustrated. Where I live, SEARS has gone out of business. With good reason. I own over 20 rental homes in my area, and I will NEVER and I mean NEVER purchase anything with the Sears name on it again. Why would anybody, with so many other quality name brands out there? Not only that, but I will make sure that all of my tenants know to avoid Sears at all cost. Your new slogan should read... "SEARS. Simply the worst!"

To whom it may concern, The supervisor / manager that I spoke to earlier on the phone told me that he was able to contact the store at which the item was to be shipped out from and he was able to cancel it! I am VERY disappointed and at a loss for words concerning the customer service and information that I have gotten from SEARS. Each time I called, I have been told something totally different with each person that I have spoken too. I was told that this entire order was requested to be cancelled at my request as on Jan. 4th, 2001. I learned on the 4,5, and 6 of Jan that it was not, I learned from each day that I called to inquire about this order that, yet I was told another lie by the person the day before. The order was never canceled but I can cancel it for you as of now, is what I was told everyday that I called in. There is no way for me refuse the order without first signing and accepting the order. I also informed several of your customer service representatives about his matter also. I am on a military base overseas. I am informed that I have a package by having a yellow slip in my mailbox with my name on it and no other information. I have to sign for every package that I receive BEFORE I know who it is from. This is just another example/ reason that your customer service department is not capable of handling order and inquiring about them. Had this been noted as I was informed that it was, this statement would not have been made. This is the 2nd time that I placed an order with SEARS and its the 2nd time that I had MAJOR problems with SEARS. SEARS as a whole have lost my business as a customer. I WILL NOT ever purchase another item from SEARS. A very dissatisfied customer

i tried to order a batery a t v from florence south carolina sears they said they could not get it it was at another out of state i tried toget them at sears at florence to order it at the store they said sears in florence s. c. 29591 wood not do it i even tried to get them to send to my house i wood go ahead an pay for it could not be sent to florence store are they wood not even give me a rain check on it i call coustmer service there soupervizer said it could have been doon at any sears store but florence s. c. store woonot do it i try to order this before thanksgiving up to christmas never could gety for my 3 year grand child fohr christmas what can you do to get it it was on sale for 190.00 for that price it was call my first a t v iby alot of thangs from sears this was a dissapoment about sears look to here your reply about this problem

Sears first started out taking good care of their customers. But over the years all that has changed. Some of the reason is they sub-contract and that means someone else comes behind to "fix" someone else's problem or use of cheap materials. My complaint is that I recently bought a Washing Machine. Delivery was $60, so took it home ourselves. Got a really great deal on a discontinued item. Shopped and got an additional 5% off total. Washer did not perform as good as my old one. Lid has to be closed for water to run, detergent has to go in the bottom of machine, no permanent press cycle and no way to register the length of time you want it to wash? Didn't really think any of this would be an issue, but the dark wash came out dirty. Lint all over everything, blah, blah. Take it back and they re-couped their 5% back and wanted another 15% on top of that to re-stock. I went to Home Depot, got a Maytag, for $100 less, free shipping and no re-stocking fee if I don't like it. Store manager was rude, no smile, folded arms and told me she didn't RENT her washers???? I won't go back again for anything. They need to learn that a happy customer always comes back. Unhappy customer finds another source. After reading some of the other complaints, I realize this is no longer a good place to buy anything. Too much stuff going out of our own country to China. No wonder the quality is poor and our people have no jobs.

The store in St. Joseph, Mo has the worst customer service. I bought a $600 treadmill and had it installed by Sears and after two weeks it stopped working. I called sears several times and was put on hold, then when I did talk with someone they gave me an 800 # to call. After I called the 800 # they told me to call Sears. After doing this for two days I took the treadmill back and I will never buy anything from Sears again.

My wife and I built a home 3 years ago and put all new sears appliances in it. In that time we have had our kenmore elite washer worked on 4 times and it still sounds like a f-15 fighter jet taking off when its running(thats the new problem). The kenmore elite refrigerator has been worked on 3 times. The filter housing has been an issue the water keeps over flowing. Then our kenmore elite dishwasher has been worked on a few times. Some issue with the cleaning solution part.....not sure exactly with all the issues...I have lost count but I'm sure my service man knows. The only solution sears had for me was by an overpriced warranty for each item...WHAT A RIP! No problem though sears, I learned a lesson from my dad a long time ago....anyone can sell anything but can they take care of you? The answer is NO. Guess its time to shop elsewhere!

I purchased an LG refrigerator on October 31st, 2010 at Sears in Laguna Hills, Ca. I was advised by the sales rep that I was eligible for a $200 rebate throught the Cash for Appliances program offered in CA. I submitted my claim but with all the necessary documentation and followed up on the status of my rebate 3 weeks later and was told I was missing information on my claim. It was completed properly and I resubmitted it again. In following up again several weeks later, my claim is again being denied and to add insult to injury they are telling me that the rebate program has expired and they are no longer sending out rebates. Buyers beware of the shady appliance sales reps that work for Sears. Sold a bill of goods and was not helpful at all in my attempt to claim my rebate. a one (1)star rating is being generous! George Joseph California

I recently purchased new floors for our kitchen, as well as new kitchen countertops (which have already been installed). This past week, the crew came out to start the floor project, which I was told would start at 11 am, and would be finished in one day. The crew did not show up until 12:45 and started doing a job that was not what we initially paid for. The crew spoke little english and was very nice and courteous, but I am very upset with the Sears service. This crew was sent to do a job at my house that was not what we even discussed at the time of purchase, which took place in my home a few weeks ago, with myself and my fiance' present. And all I kept hearing was "we had no idea we were supposed to do that". I walked into my kitchen area while the crew was working and realized that they did not remove the old tile before laying down the grout to "float" the new floor. When I realized they had not removed the old tile, I called my fiance' who then spoke to the crew at my house. The crew told me "we had no idea we were supposed to tear out the old tile". The crew walked outside and called their boss to "figure out what's going on". The crew came back in after about 20 minutes, and began removing the tile. When they were about half way done, I walked back into the kitchen area to check on things and noticed my bottom cabinets now have TONS of chips in the paint and wood where the tile apparently flew into the cabinet doors while being removed. Not just chips in the paint, but chips in the WOOD. There were even pieces of broken tile stuck into the cabinet doors. My living room is COVERED in a layer of dust, along with the computer keyboard I am typing on right now, all my furniture, my fireplace mantle, tv, lamps, my $1700 Mac computer, computer desk, floors, and everything else that is in my living area and formal dining room because our kitchen area was not sealed off from the rest of my home during demolition. We were told the crew would (and I quote) "seal off the kitchen area so no dust or tile chips will get into your living area". There was a young boy here, about 13-15 years old, holding up a green tarp in the area between my kitchen and living room. Nothing was "sealed off". He was simply holding up a tarp with his hands. DUST FLIES and it spreads everywhere, obviously. I have a 3 year old daughter that I was constantly worrying about stepping on broken pieces of tile that had flown into our living room, which I spent 20 minutes sweeping later that eveing. We were also coughing and sneezing for 2 days, due to the dust. After the crew left on the 2nd day, they left behind gallon size water jugs on my back porch, a bag of grout mix, pieces of torn green tarp on my back porch and driveway, and empty soda cans all over my kitchen area, as well as TONS of tile chips and pieces all over my driveway and back porch. RUDE. LAZY. INCONSIDERATE. That same night, my father and my fiance' ended up moving our refrigerator out of the way, after realizing the tile was not removed from underneath it. My fiance' was on the phone with me earlier that day when I specifically asked the crew if they were going to move the refrigerator to remove the tile underneath it. They said "Yes". My fiance' heard them say yes when I asked this. Then, when my fiance' got home, we noticed the tile had not been removed from underneath the refrigerator. It was even written in our contract that Sears or the crew would be moving any appliances, as needed. The new quarter round (which no one seemed to know was supposed to be new) still has not been installed and no one has come to repair my cabinets yet. I was also told the transition pieces that we decided to keep would be (i quote) "sanded and restained to look like brand new". Hasn't happened yet either. I was also told over the phone last Wednesday by Wayne Lidsky that he would be coming out on Thursday, December 30, to personally inspect our home, due to all the destruction that was done. Then, after a co-worker's daughter suddenly died, he and I decided to reschedule his visit to Friday, December 31, as he was having a hard time getting his employees' schedules rearranged. He also said he will be paying the bill for a cleaning service to come fully clean my home, which I still expect to be honored. He informed me he would call me Friday morning to let me know what time he would be coming out to my house, but we never heard from him. I called and left a voicemail on his cell phone, as did my fiance. We even called Sears main office, which, was closed for the holiday. Our calls were never returned. We had a message on our answering machine today from Rick Haney, stating he was not even aware that the new quarter round has not been installed in our kitchen yet and that the phone number he was given was disconnected. But I spoke to my fiance' several times today on that same phone number, so it couldn't have been disconnected. He also said that he will be getting in touch with us to let us know when someone will be coming to install the new quarter round and to repair my cabinets. HOW IS IT POSSIBLE THAT SEARS HAS NO IDEA THAT THEIR CONTRACTORS HAVE NOT FINISHED A JOB THAT WAS SUPPOSED TO BE DONE A WEEK AGO???? I haven't even signed off and submitted the paperwork yet! And I will not be signing off on any paperwork until my home looks EXACTLY like it did before a crew came into my home and started tearing up my kitchen. We were sold a service that is not what has been delivered to us. This project was supposed to take 1 day and it has been 7 days and is still not complete. I have taken pictures of everything that has been damaged in my kitchen, even though the crew has already taken pictures of my kitchen. I'm assuming this was for insurance. I will also be taking pictures of my living room area and formal dining room where there are tile chips and dust everywhere. I will be submitting all this to Sears corporate office. We will also never be using Sears again for any type of home improvements or service. I am completely and utterly disappointed and appalled and will not recommend Sears services to anyone I know. Sincerely, Amber Yarbrough and Josh Patton Liberty, TX

after buying 4 new tires sears natick mass the next day flat with the help of AAA they charged me more for valves which were fine with old tires and kept my car for 6 hours picking it up the rep got out of my car leaving a mess on the car floors and when I checked the new tire that was flat was not replaced and all were not 35psi as book recommendations of the car plus these tires sell for set of 4 680.00 in this area not 750.00 as sears of natick charged. I would like my differance

I bought a refrigerator, dishwasher, and range from Sears in Bel Air Maryland in July, 2009. They were having a "once in a lifetime" special, and said they would hold our appliances until we could install them in the winter of 2010 when our remodeling started. Our contractor defaulted, and we couldn't install until August of 2010. Sears assured us that this was no proplem and our warranties would be effective from the delivery date. When we asked for delivery, they said the range was out of stock. They tried to give us a cheaper model at the same price, but finally gave us an equivalent range, to be deliverd 3 weeks after the other appliances. The other two items were delivered and installed. The dishwasher stopped working two weeks ago. Sears said they show a delivery of July 2009. Faxed the delivery paperwork and they said it didn't it didn't matter because their computer is never wrong. They said the only way to get it fixed is to buy a $249 service contract good for 1yr.