Sears Corporate Office & Headquarters

I have been a Sears customer for over 40 years, I’m 58 years old. I remember when Sears had service departments where you could get appliances, tools, lawn equipment etc repaired. Sears had knowledgeable craftsmen that would always fix your problem. Sears customer service was known to be the best you could find. It is now hard for me to believe how far Sears is from being a customer friendly store. From the time you walk in the door to make a purchase, trying to get service if you have an issue, it is a challenge to say the least. My most recent experience was during the last two months. After careful consideration I made the decision to buy a 24 horsepower lawn tractor from our Sears store in Chillicothe, Ohio. It took me three trips to the store just to get someone to wait on me so I could purchase the tractor. The person that did finally wait on me knew absolutely nothing about tractors, which was a frustration. That used to be one thing I could count on at Sears, knowledgeable sales people. Since the purchase I have had issues with the tractor not starting, after two trips to the store and three telephone calls without being able to talk to anyone I gave up and called corporate. They are getting me help. I write you this letter just to comment that I believe you have serious customer service issues that is problematic throughout Sears stores. Google Sears service and read the comments you’ll find. I have become increasingly amazed by the decline of the overall Sears experience so I began researching. It became clearer to me what is happening after I discovered Sears is owned by a holding company. If you want to improve the bottom line you must focus on more than the bottom line. If you really want Sears to gain a foot hold in retail sales like it once had you have got to start focusing on the customer. You may think you are but you are not. This strategy may cost you more money in the short term but I promise you it will pay back in the long term. You need to have some serious face time with your customer service leadership, they are seriously mismanaging the business.

I purchased a dishwasher on November 1, 2010. After waiting three weeks, it arrived and was installed. The second time it was used it leaked through my floor into my basement ruining a TV. Sears was to deliver a new dishwasher. It was scheduled for installation, I took off work for the install only to be told the new dishwasher had not been delivered to the store. Sears next sent a repairman to check the Kitchenaid dishwasher, who found a piece of plastic in the bottom that caused the leak. Sears said they would handle the claim for the TV, but has not said Whirlpool Corp is responsible. Whirlpool is disputing this. Meanwhile, I've been charged for a 2nd dishwasher--that I've never received! After multiple calls to Sears and several visits to the store, I am still trying to get this situation addressed. Sears is truly a terrible corporation and I will NEVER purchase from them again.

Monroeville, Pa store. The manager there in the auto dept. charged me $41 to replace a broken wheel stud that his mechanic broke. I purchased 4 tires on 12/22/10 and i was really mad about this, but i paid the bill and will never go back to that store or any other store that deals with Sears.

When I purchased the treadmill there was a key present along with the cord for the mp3 player connect on the treadmill. Upon delivery the cord for the mp3 was missing and the key was not the right one. Hence the machine is not working because there is no key to turn it on. When I called the store the manager Kendrick Williams was very rude and did not care about my business. He decided instead of having the key delivered to my home, I should just return the product. I asked him for the phone number to the corporate office and he purposely gave me the wrong number. I called back an talked to a Lupe Gamiz the store operations manager, who was the only one who was willing to help. However, still not able to do anything. I finally got the proper number to corporate and talked to two people in their retail customer service center (complaint department). The first lady was very rude and I ended up talking to a Kiera emp# 80709. Who basically told me that I should just "return my piece of junk". I asked for the CEO (Bruce Johnson) which no one will let you speak to him because they do not care about customer satisfaction, only about making money. I was even told by Carol in the executive complaints department that "If you were to write a letter to Mr. Johnson it would only get sent to me and I would just call you to let you know we got your letter." Carol in the executive complaints department was uncaring as well. She basically told be that I could wait two weeks for the parts and take a $50 credit or return the product. I have already waited five days for this product to arrive at my home. Waited two hours for the delivery to get delivered and spent over two hours on the phone with sears terrible customer service. The delivery people decided to leave without my signature for the products. When calling the to let them know they need to take these products back to the store they said "no". I called the delivery department who decides I need to be their storage company for the night because they will not pick the item up today. Telling me I will have to wait around tomorrow again for the delivery team to pick up. On top of the everything I found practically the same item in the Sports Authority magazine for cheaper. So in the end i should have just checked out other stores. Especially since SEARS has so many complaints about their service and their products. I would just tell anyone who wants to shop at SEARS to think twice. There are better and cheaper stores with better customer service. Plus the CEO or his or her secretary would be willing to talk with you if there was a complaint that escalated to that point. April Angry, Disappointed, and Will Never be a Sears Returning Customer

I PURCHASED A KENMORE VACCUME FROM SEARS THINKING THIS WOULD BE A GREAT VACCUME AND AFTER 3 MONTHS OF HAVING IT IT STARTED BREAKING. I CALLED SEARS TO TELL THEM ABOUT IT AND TO SEE IF I COULD EXCHANG IT FOR ANOTHER ONE AND THEY TOLD ME I WAS 1 WEEK LATE FOR THE RETURN POLICY THAT THE ONLY THING I COULD DO IS HAVE IT FIXED.I HAVE NEVER BEEN SO MAD TO THINK THEY WOULD NOT STAND BEHIND THERE CUSTOMERS AND MAKE THINGS RIGHT. I WILL NEVER BUY ANYTHING ELSE FROM SEARS AGAIN. GRETCHEN FISHER

I purchased several items this year at the Black Friday sales event, and in these items was a Kenmore dishwasher. Prior to purchasing, I asked the sales associate how to know if the dishwasher was the correct model, etc for my home. She advised me all I needed to check was the product dimensions on the sales tag. After checking, I verified this would fit. When the Sears installer came to my home to install the product, he advised me the dishwasher was the incorrect one for me, I had purchased a tall tub and needed a regular tub. I called customer service, who put me in touch with someone in the store and he advised me someone would call me back. A couple days later I received a call from Berthina in appliances in the Gwinnett Place Mall Sears store who tried to tell me I had to pay $50 more for the regular tub dishwasher and they would graciously waive the restocking fee. Mind you, the product has not even been opened from the original packaging as it was delivered by Sears. I advised her I lost out on other sales because of misinformation given by the Sears sales rep; therefore I expect a full price match on the new dishwasher. She advised me Senta the assistant manager would call me the next day, and now it was been a week with no call back. I've left several messages for the store manager, Jamie Jones, and received NO call back. And everytime I call customer service I'm transferred to the store who just tell me to leave a message. After several attempts and disconnections, I finally got in touch with the store manager, Jamie Jones, who was VERY rude on the phone and advised me he had to look up to see what the price was of the item the day I purchased it and that's all he could do for me. He then told me he would call me back when he could. After being a loyal Sears customer for 30 years, the customer service received within the last month has been unacceptable and shameful. I will file a report with the BBB or whatever other place I need to and make sure people are aware of what is going on in this store.

I purchased a Flash Memory Card from Sears Online Store. The item description clearly states Canon Powershot A20 Camera Memory Card. When it came, it was the wrong product. Sears says they won't do anything about it, because it was shipped by one of their vendors. Even though it was purchased on SEARS site, they will not be responsible for it. I have to go through their vendor. My credit card account states that SEARS got the money. They say, yes, but they give the money to their vendor, EastCoastPhoto.com. I'm sure they got a cut... Anyway, Beth at Sears Customer service, who would only tell me her last name started with Z, but her number was 079373 was absolutely useless and bordered on rude. Sears is willing to lose a customer over $18.00, so if anyone is considering a larger purchase, try Best Buy... They've lost me. This was a Christmas present for my daughter. I doubt anyone will read my complaint, expecially someone from Sears... kenny_b@verizon.net

I have read several past letter to corporate and can see a pattern here. I every letter basically says the same thing...POOR CUSTOMER SERVICE!!!! This is the same problem i am having and like all previous letters, Sears has lost another customer. I purchased a washer/dryer in May 08. Within 2 years i am already having problems with the washer. I purchased master protection plan(becoming very apparent that any sears product needs protection plan due to product will not last for more than a couple years) but am getting the run around from customer service about getting Service rep out to get it fixed. I have made appointment for repair, but will have to wait a week for service date, then i'm given a time frame of 8am-5pm of when he will be here. Service rep will call 30 min before he shows up and if he cant reach anyone, he moves on to next call and its up to me to reschedule. So needless to say i have to take off work all day just to sit and wait on him to get it fixed. I'm sure he will walk in to my house and take a look at washer and say its a circuit board, but he doesnt have it and will need to order one. That part of course has to be ordered(through Sears) and will need to schedule "second" trip out to install when it arrives. Which means i will have to take a second day off work to be out here when part comes in. I have called customer service and given them the codes that are on washer.....narrowed problem down to a "drain" issue. i don't understand why sears cant send a service rep out properly equipped with a number of parts on his truck to be able to fix several different problems depending on what the problem might be.....in order for the service rep to fix the problem in one trip. Seeing that i will have to wait for over a week and lose an entire days worth of money just for this first trip, only fair to get it fixed on first trip at all possible. Instead, i will have to put up with two trips for service rep, two days of missing work, and possibly two weeks with going without a washer. Very poor customer service!!!!! This isn't first time i've had to deal with same issue regarding other appliances and service done in same manner. All i am told from customer service is that they can't do anything about it, a number of apologies, and an address to corporate if i have complaint. That is unacceptable to me. This will be LAST product i ever purchase from Sears. Very disappointed

To bad the ratings don't go to a negative 5 stars, that is where I rate them. At the end of November 2010 I placed an online order for a set of tool boxes to be delivered to the Carson City, NV store. Upon printing confirmation of the order I noticed the order was scheduled to ship to Denmark, WI. I immediately called customer service to get the shipping location changed. They told me this was not possible and I would to cancel the order and place a new order for delivery at the Carson City, NV store. I cancelled the original order and they said my PayPal payment of $283 would be credited back to Paypal. I placed a new order and put it on My Sears charge card. I waited 5 days but recieved no e-mail confirmations of either transaction. I had to call in 3 times to get any information. Was told the system was down and they could not look up my orders. When I did get my e-mail confirmation they had the tool boxes scheduled for home delivery for an additional $70.00 charge that I did not authorize. It took me 3 more calls to customer service to get a rep tell me that I needed to call home deliveries to get this resolved. When I asked to speak to her supervisor, it took 20 minutes before she came on the line and I was told that they could not get all 3 boxes to the Sears store at the same time and they would not hold them for me. If I picked up what they had at the store it would close my order for the remaining boxes. I had her cancel the second order or so I thought. A week later Sears home delivery called to set up a delivery time. I told them the order was canceled but would be happy to get the boxes if the delivery charge would be waived and they said no, so I asked them to cancel the order. To date I have spoken to 2 additional customer service people and have sent several e-mail to the head of customer service only to be told they now have no record of any PayPal transaction and it is up to me to prove the $283 was transfered to Sears Holding Corp. and that the $353 charged to my Sears Charge will eventually be refunded but they can't tell me when. So far I have over 5 hours on the phone invested with this with no end in site. In short Sears is a joke. I been a loyal customer for 40 plus years and this is how they treat people. The customer service people are extremely ineffective. If K-Mart and Sears want to stay in business they better wake-up. Prior to this is saw a posting in Reno Sears store that rated their customer satisfaction at 63%, after this experience with Sears I am amazed it is that high. It to bad, Sears used to be a great place to shop. Loved the quality in there old tools. After this I will not be back.

We scheduled an appointment to have our Sear's washer, under warrenty, repaired. After the service repairman did not show we phoned and were told we did not have an appointment. We scheduled a second appointment for the next Tuesday, yesterday. We received a confirmation and during the day were told the serviceman was running late but would be at our house by five. At ten minutes after five I phoned Sears and was told we were next in line and they would have him phone us right away. At five thirty I phoned again and was told the same thing. I asked to speak to the escalation department as we had plans and they could not tell us exactly where he was. I was finally told that the service person had an emergency and they had cancelled the appointment, so we had no service call and had been lied to twice about him being on the way. I phoned the corporate office and was told that Sears has no policy to have a missed call completed the next day. I told him that as a previous trainer of internal and external customer service, this was not good customer relations. We were going to have to wait a week for a new appointment. As we have a disabled son, it is not easy to go to the laundry and we wasted two days waiting for the repairman. I have contactd Michael Finney at KGO radio asking him to have all Sear's customers that have had service people not show, contact Bruce Johnson, CEO of Sears. I also recommend that Mr. Johnson schedule himself for the Undercover Boss show and see how poor the customer service has become. What was once the finest service available has become a pale shadow of itself.

I bought my Sony 55HX800 3D LED TV from Sears On-Line after thanksgiving sale for $2199 which was an awsome deal all electronic retailers were offering. Sears secured my sale on-line and stated my order has been recieved and items will be delivered soon. 1 week later after the promotion was over from all retailers Sears sent me an email (didn't even have an odessity to call me) anyway, their email stated they don't have that particular item in stock anymore and I have an option to buy another TV or get refunded. I had to buy TV from another retailer at the regular price of $2500 plus 3D DVD player for additional $300. As far I know Sears screwed me up and stole business from other retailers as well. I could've bought this TV from Conn's or Best Buy and saved almost $800. I will never buy any electronics or appliance from sears on-line or Sears stores again.

Customer service @ Sears is no help. They have no idea what is going on. After you contact them with a problem they will send you and email survey to let them know how they are doing so they can improve themselves. What a joke! Meanwhile no one has an answer to your problem and no one knows how to get an answer to your problem. I placed an online order November 30th and am still waiting to see it. It's now December 22nd. Again, no one can give me an answer as to where my order is. It went back to China probably? Guess what. I will never shop Sears again.

If i could rate a o I would NO STARS!!! I had a treadmill delivered on the 22nd of December. the 2 morons who were setting it up BROKE the machine. they didnt want to take responsibility for it so they begged my husband to ignore the boken thing and they would tell the compnay it came broken. They said that Sears would call that night and come immediately to fix the expensive thing. Well that never happened and I knew that this was going to be the case. They did not even give my husband the copy of the receipt so we would not know who the delivery people were. I am beyond furious. NEVER AGAIN will i buy anything from Sears.

My Sears nightmare began on Dec 18, 2010. We were supposed to have a stove delivered on Dec 18,2010. We went into the store to make our final payment and was assured that the stove would be delivered. We waited all Saturday morning. My husband called and was told we were not on the schedule even though my receipt said delivery and we had scheduled it with the store. We talked to the manager of appliances in the Solon, Oh store and she was supposed find out why we did not receive the delivery call and call us back but we never got a call from her. We called the sales person who can so helpful when we were purchasing and putting the appliances on layaway and was met with silence from her. We finally talked to the assistant manager and that really was not any help. We called the corporate customer service and they called the store in Solon, Oh and we were assured that someone would get back to us that same night. We called the store again and the assistant manager said she was still trying to resolve our issues and would get back to us that night. She never called us back. We called Dec 19, 2010 and was told someone would contact us within the hour. We had to call them and we were told that we should have our appliances by Tuesday and someone would call us on Monday. you guessed it no on called on Monday. We called the store manager and she stated that they were waiting for our items to be released and because that had now linked the stove and refrigerator together she would have wait and see what could be done. We called corporate customer service again and was given this oh we are so sorry but you still cannot get your appliances to you because they have not been released yet. It's four days before Christmas and We do not have appliances that we paid for on time and early. We keep getting the run around. We have decided that we will not be purchasing anything else ever again from Sears layaway or otherwise.

I AM NOTICING THAT SEARS HAS NO PROBLEM WHEN SOMEONE PURCHASES ITEMS FROM THEIR STORES BUT THEY HAVE A "HUGE" PROBLEM WHEN THE CUSTOMER CALLS TO INQUIRE ABOUT ITEMS! I CONTACTED 2 OF YOUR STORES HERE IN SAN ANTONIO, TEXAS TODAY ASKING IF THEY HAD 4 CHILDREN'S OUTFITS AND YOUR SOUTH PARK MALL STORE PUT ME ON HOLD FOR 15 MINUTES AND NOBODY BOTHERED TO COME BACK TO THE PHONE! WHEN I CALLED BACK, THE LADY WAS VERY RUDE ABOUT WANTING TO HELP ME SO YES, I HUNG UP THE PHONE ON HER! THE WAY THAT I SEE IT IS IF SEARS WANTS ME TO SPEND MONEY IN THEIR STORES, THEN THEY CAN AT LEAST LOOK FOR ME TO SEE IF THEY HAVE THE ITEM IN THIER STORES INSTEAD OF ME BURNING UP MY GAS FOR THEM TO NOT EVEN HAVE THE ITEM IN THEIR STORES! IF THE OTHER STORE DOESN'T RETURN MY CALL TO LET ME KNOW THAT THEY DO NOT HAVE THE ITEMS AT HAND THAT I AM LOOKING FOR, THEN, AS FOR ME SPENDING ANYMORE MONEY, EXCEPT FOR THE PHOTO DEPT, THAT WILL NOT HAPPEN AGAIN! SEARS CUSTOMER SERVICE IN THEIR STORES ARE VERY POOR!

I am so frustrated, disappointed, and angry. I purchased an air hockey table for $350 from the Sears in Peoria, Illinois on November 19, 2010. I also paid a nonrefundable fee of $69.99 for delivery from a Colorado distribution warehouse to my grandchildren's house in Aurora, CO and an assembly fee of $119.99. I was told at the time of the sale that this was taken care of but that it was my responsibility to follow up to make sure this delivery and assembly was taken care of. At the time I DID NOT feel it was my responsibility to take care of this but I did it anyway. When I called the the Sear's distribution warehouse a few days later I was told they couldn't find the order. After wasting much of my time they finally found the order but that it had been cancelled. I DID NOT cancel the order. I could give them the sales check number and I explained that I had indeed paid for the air hockey table, the delivery, and the assembly. After much time and talking to several different people, the order was found, but the delivery and assembly had been cancelled. Sears said they would reorder the delivery and assembly. I was told that all was well but that I should check back in a couple of days to make sure everything was in order. WHAT KIND OF SERVICE IS THIS WHEN THE CUSTOMER IS ASKED TO DO THE WORK WHEN I HAVE PAID A TOTAL OF $539.97??? So in a few days I called the distribution center again and the man who assembles the hockey table. I was told that everything was in order. We were told that Sears would contact us the day before the delivery to give us an approximate time. We were contacted December 19th and told that delivery would be the next day. That night we received a call that told us that delivery would be between 2:45 and 4:45. The next day, December 20th we received a call at 11:00 am telling us that the table was damaged and would be on backorder until January. You can imagine our FRUSTRATION since this was our grandchildren's Christmas present from Santa. We have spent nearly 4 and 1/2 hours trying to resolve this and still no resolution at this point. We had to cancel our own plans for the day with our grandchildren to try to resolve yet another problem. We tried working with sales people and sales managers in Peoria, IL where this was purchased. Is this the kind of service that we should expect from Sears?

If I could give ZERO stars, I would. I purchased a Kenmore fridge -25 cf side by side, in September 2009. The Compressor broke, and the fridge stopped working. Everything in the fridge and freezer was ruined. Sears said the warranty was onlty for 1 year, and for $ 270, i could purchase a service program, to have it repaired up to a $ 500 value. if repairs ran over $ 500 i could pat the overage or take a $ 500 credit for another fridge at--Guess Where-- you got it --Sears. Are they kidding. I paid over $ 1,100 for the fridge, it broke in just over 1 year, and they want me to purchase another from them. I purchased the repair program, and the serviceman, was appauled that it was only 14 months old and Sears was not going to stand behing the product. The serviceman did the best he could and the final repairc came to $ 569, so I had to pay another $ 69 to get it repaired. It took them over a week to get another repairman out here to install the compressor, and than he wanted to cancel and reschedule for another week later, because it was the afternoon, and he didn't think compressors should be an afternoon job. GIVE ME A BREAK... I have sent e-mails to Sears Customer Service, as I believe they, and Kenmore, should stand behind their product, and at the very least, refund all mey service fees, and at best deliver a New Replacement Fridge and refund for the lost food. I brought from Sears, and purchased the Kenmpre brand because the brand and the company always had a reputation for standing behing their product and for producing a quality product. BOY, HAVE THINGS CHANGED. I would not recommend purchasing anything from Sears. I will be again contacting Sears and i will be copying the local Philadelphia New Stations to see if any of them can help me.

Sears Corporate Office 3333 Beverly Road Hoffman Estates, Illinois 60179 Attn: Advocate & Corporate Complaint Department RE: Customer Service To Whom It May Concern: I am very disappointed and so dissatisfied with the service I have received from Sears Grand store. On December 05, 2010 I visited the Sears Grand, 6136 W. Grand Ave,located in Gurnee, Illinois and purchased a mattress and box spring. I arranged for delivery for December 18, 2010. I received two automated phone calls one on Wednesday December 15th and another on Friday December 17,2010 confirming the allotted time slot for the delivery. I never received any phone calls concerning any problems with my order. On December 18 instead of receiving my new mattress and box spring. The delivery guy informed me that he had two box springs and that there seemed to be an issue locating the mattress. He made a phone call and explained the situation to someone on the phone at the warehouse. He then handed the phone over to me and I talked to the person on the phone and he requested that I should go to the store of where I purchased the mattress and have them resubmit my order so I could get a new delivery date. He also blamed the manufacture of the mattress for this screw up and that it was not Sears fault. I told him that this was unacceptable and that I was not going to the store to repurchase the mattress. Then he stated he would to try to resubmit the request and that it could be delivered in either January 8 or 9th. I told him that this was unacceptable and told him I needed to talk to the manager. I waited on the phone while he located the warehouse manager. After several minutes I finally was able to speak with the warehouse manager. I then explained the situation to her and she quickly blamed the manufacture and would not even look into seeing if the mattress was actually there. She told me that the next possible date for delivery was January 8th. I was not happy with her response and was not apologetic for the lack of service I had received. Instead she seemed to make the situation worse than it had become. I told her my next step was to contact the store manager. At this time the delivery guys needed to get going so they took my old mattresses and left the new box spring. I was very hesitant in allowing them to do this but, I had hope this situation would be resolved quickly. I then had someone from the complaint department call an hour after the delivery guys had left. His name was Miles. I explained the situation to him and he told me he would call me back and that he would look into this matter for me. He did call me back and said he was able to locate the mattress at the warehouseand that I would be getting my mattress the following day which would be Sunday December 19th. He told me that I would be getting an automated phone call confirming my appointment sometime after 6:00p.m. At 6:13 p.m. I did receive the automated phone call confirming delivery between 10:00 a.m. and noon. On Sunday December 19th I anxiously waited for the mattress to be delivered. It was suppose to be delivered from 10:00 am to 12:00 pm. During this time frame there were no phone calls made to me from Sears. At 12:20 I called and I was informed it had been rescheduled for December 22nd. I was not aware of this change and Sears did not contact me of this change. Well needless to say no on can help me with this. I called the store manager and she was not helpful at all. Everyone wants to reschedule this delivery. I just need my mattress delivered as promised. I have wasted 2 entire days and still have nothing to show for it. I will never buy from Sears again. That I know is certain. At this point I just want my money back. I have guests coming for Christmas and no mattresses. This is a big mess that Sears has created. Now I have to waste more of my time and go to Sears tomorrow to get a refund for my purchase because no one cares to fix this. Richard Garcia

I bought a sears kenmore oasis washer in jan. 2008. The basket drive hub went bad and also the drain pump. I called sears customer service dept., all they would do is offer me a 50dollar gift card. For a washer to be just three years old and have to spend 500.00 dollars to fix it is crazy. I told them that I will never buy another kenmore product. They just don't care.

I ordered a pair of skates for a Christmas gift on November 27, 2010. I received a email from sears that my ordered shipped and my card has been charged. The order was sent with an invalid shipping number. In the past two weeks I have spoken to 14 different customer service agents and have yet recived any response or information on my order. I have had several agents tell me that the computer was down and they would call me back when the system came back up and not one of them has called me back. One agent gave me the vendors number to call myself and see what happen to my order. I called and have spoken to two differnet men their and have yet to recieve a vaild shipping number. This is a joke, today is December 17, 2010 and I still haven't recieved any information on my order even after numerous attempts today to try and resolve this order. I will never ever shop at Sears again!!!!!!!!!!!