Sears Corporate Office & Headquarters

I bought a front load washer in 2004 and I have had nothing but problems ever since I bought that and have had since 2004 8-10 service calls and the technicians and even the master senior techs. cannot tell me what the problem is. What this Kenmore front loader washer is doing tearing clothes and it is costing me more since it is ruining clothes which is tearing them up making holes but everytime the tech. comes and says he cannot find anything wrong. So my next step is to call Kurtis because I cannot get any type of resolution from Sears or the corporate office just giving me the run around. Sears does not live up to their name the BLUE CREW can fix anything WRONG you are so wrong. I am so frustrated and I will be posting this on U tube showing what it has done to the some of the clothes and make sure that as many consumers I can reach should see this so it doesn't happen to them when they buy a front loader washer. I don't know who Sears is still in business which they should be out of business for selling defected applicances!!!!!!!!!!!!!!!!!!!!!!!!!!!

My family has been customers of Sears for many years. We brought our 2 vehicles to Sears Automotive in Poughkeepsie NY for an oil change; The vehicles were picked up, ran a few errands, stopped off at a nearby quiet place to study, and just prior to the arrival of our house, one block away, the oil light and engine light came on one of the vehicles. The next day, the assistant manager and his tech came down to the house, they originally wanted us to drop it off to them, but my husband said “No”. After examining the vehicle, the tech said the oil pump went and the motor was not getting any oil. After discussing if they should tow the vehicle or not, they both made the decision to drive the vehicle to Sears. The assistant manager called me to explain that in fact it was the oil pump, he continued to say, they do not deal with things like this because they do not have experience in mechanical work. He did offer to then change the exterior oil pump, however given the circumstances, “A Lack of experience”, I said “No, I would like to find a mechanic”. I made a few calls and most dealers and mechanics said I probably have engine damage due to them driving it without oil getting to the motor. I was sick. Sears towed the car to a garage for me, and as it stands, I now have engine damage and my car is out of commission until a new motor can be installed. I called Sears insurance company to report a claim as told by the assistant manager, and they made an offer that would not even come close to one of the three estimates. I later called Corporate and one lady tried very hard to ask their insurance company to renegotiate and pay for the engine. They denied her plea. Imaging that…a denial to cooperate. After one month of waiting, we decided it was not getting us anywhere, so we went to small claims, and met with a mediator. Sears offered 700.00 more than what they offe

Fistly we are have been loyal customer of Sears and a while ago upgraded all of our appliances (a significant purchase) all of our business went to Sears. Likewise we purchased the protection plan. We recently has a failure on our dishwasher and cooktop stove. Initally we felt the repairs were basic in nature. The spring on the dishwaser door was defective and the electronic striker on the cooktop failed. When the service tech showed up (Monday a.m ) he was not in a very pleasant mood and everthing appeard to be a hurdle for him. Mumbling and cussing to himself, he was not very professional. Luckily, he fixed the dishwasher without a lot of serious intervention. The cooktop turned into a saga. Once he inspected the cooktop he diagnosed the problem as water in our propane gas supply which rusted and corroded the cooktop. And guess what, rust and corrosion is not covered under our protection plan. He collected >$1,000 charged against our credit cards for a host of part that needed to be replaced. When I learned of this injustice, I inspected the cooktop myself and determine the corrosion he observed was basic overflows of things like tomato sauce (high acidity)which could have contributed to his finding of corrosion. We called our propane provider and they advised the water in the propane is unlikely as the purpsoefully add an agent to eliminate any possiblity. With all this information, I have spent no less than 3 hours on the phone with the Sears Elite customer advocacy group. Nice people but not accountable. We scheduled a 2nd. opinion and the tech never showed up. We spoke to the customer advocacy again and massive apologies and they rescheduled with a Sr. Tech the following day. Sure enough the time passes and no show. We called and they advised they spoke to the orignal Tech and he advised the problem had been solved , parts were on order and charged to the customer's SEARS credit card. Needless to say I went wild. I was promised (commitment ) to recieve a call back from the Service Manager before the end of business , guess what no call. I spoke to the cusomter advocacy group again and they were extremely apoligetic but had no real answers. The sent an email to the Service Manager and they advised he will contact us . Bottom line as previous loyal customers to SEARS, we have lost all confidence and have chosen to boycott SEARS and immediatley cancel our line of credit with them. This is unfortunate as we know they employee a number of good people in thier retail outlets and our intention is not to cause them harm. However we belive the company should be held accountable

It is hard for me to give Seats one star. There should be a rating below poor. I bought a dishwasher in January 2010. It stopped working in August. I called for repair. They told me to find my fuse box and flip the switch. I couldn't understand what this would do since there is a blinking light on the front of the dishwasher, still blinking. I called back. I am a widow, work three jobs, am mobility challenged and am raising a 13 year old grandson. To set up the appointment for repair I had to take time off a job. Apt. set for 9/18. 9/17 they call and say there is no technician available. I ask for an extention on my warranty. Set an appointment for 10/2. The repairman comes and in 5 minutes tells me I need a new part. Says the part will be delivered to me in 5 days. A week later no part. I have started keeping track of how long I am on hold. By this time it has been a total of about 90 minutes. I call, put on hold, told the part won't be available until 10/30. The week of 10/25 I have called and left a message that someone will be able to tell me if the part is available around December 15. I call and am told they will replace the dishwasher. I go to the store, pick out a new dishwasher, NOT Kenmore. call back give the person the model number. It costs more the the original dishwasher so they want my account number to charge the difference. I don't have the account number. I don't want a card and when I have purchased anything the sales people call and get the number. I had purchased a maintance agreement so I call and cancell that, put the amount on my account. They do that. They have access to the account number. I call back. On hold everytime. Now it has been hours. They SEars person cannot access my Sears account number. They are concern about identiy theft. I don't want the number. The only way I can finish this transaction is to go to the store and ask them to get the account number. I do that. Call back and am told I need the expiration date!!!!! I call back and am told the person who originally started this process did it wrong. Now I have been on hold off and on, hung up on, cut off. fast forward to this week. I talked with someone on Monday November 1. That woman said I would have to wait until November 2 because it had to be 31 days after I was told they couldn't get the part. When I explained about the December 15 information she looked it up and said that someone would call me from Repair and Replacement. Right. No one called. I called this morning, another 20 minutes on hold. I was told they would have to start all over, open a new case. I am finished. I am going to the the consumer advocate on the local TV station.+

I am a business owner.You, Sears, will soon not be.

Dishwasher, purchased 10/7/10 installed 10/13/10. Turned it on for the FIRST TIME, nothing. Lights are on but nothing. Called service, came out, unit needs new system board and latching unit but recommends I get a new unit because the wiring may be bad within the unit itself. Called immediately to order it, waiting for routing to call with delivery date/time. Nothing. Called 2 days later, there is no order placed for me for a new dishwasher. They proceeded to placing the order, 1hr 45 mins later on the phone mostly on hold, the order was placed,and a case # was drafted for the execs. Told to call store to get delivery date scheduled. I did and again, there is no record of this order being placed and oh by the way, the store doesn't schedule delivery dates. The salesperson made out the order and said routing will call. They called but not on a date I can be home. He said sorry and can't work around my schedule and he has other customers and not just me and hung up. called to tell them that I am finished, remove the unit and give me a refund. Said they will refund the unit but not the $150 paid for install. So for a brand new NEVER BEEN USED dishwasher, I am either out $150 FROM SEARS or I wait and wait and wait and wait. Did I mention I had to wait? NEVER NEVER AGAIN WILL I BUY ANOTHER PRODUCT FROM SEARS. THEY HAVE ALOT TO LEARN ABOUT CUSTOMER SERVICE AND QUALITY CONTROL.

I've been on here reading all of these complaints with sears employees but let me tell you how they are being treated. They are forced to sign their names to changes in the corporation every week. They are constantly being treated like less then humans and their jobs are always being threated. They are forced to ask customers 10million questions and will be writtened up if they don't. THEY ARE EVIL!!!!!!!!!!!!!!

I had a service call scheduled for my refrigerator and dishwasher. The ice maker in my refrigerator wasn't working. Sounded like the motor was out. The repairman came to fix it and determined that the motor was fine but that ice had built up around it causing the rotator to not spin and not release ice. He used a hairdryer and hot water to thaw the ice. Cost me $85.00. The dishwasher repair man came out to put back in my top rack which had come out because of the clips breaking. He had to order the clips and it will be a week before they come in. Cost me $151.00. Both repairmen were very nice and no complaints with them. My main complaint is with Sears -- when I made the serivce call, I was not told that two repairmen would be coming out and I would be charged two separate service charges. I called to ask about it and was told that it was not Sears policy to disclose to their customers that if two repairmen came out, two service charges would be charged. Had I known that, I wouldn't have used Sears. Going forward.... will never use Sears again for repairs or to buy new appliances. Very poor customer relations not to disclose all costs up front when making a repair call.

On October 11, 2010 I contacted your White Oak Store in Silver Spring, Maryland - #01304 and purchased a hot water heater from them for $1010.97. American Home Services in Sterling, Virginia came to install it on Oxctober 15, 2010 and gave ma a written estimate on their Job Estimate form with their printed name at the top for $465.00. On October 19, 2010 another driver came to install the hot water heater and gave ma another estimate, also on their Job Estimate form with their printed name on the top for $1490.00. Obviously, I refused delivery and promptly cancelled my order with your White Oak store and my Discover card. I have had good dealings with Sears since the 1940's and am very, very disappointed that you are now using such unreliable and dishonest paople to install your equipment. While the installation company is not Sears, it is your reputation that is on the line and this compamny is NOT doing Sears any good. Barbara L. Thorn

I purchased a new furnace on 10/29/10 and on 11/2/10 I woke up to a cold house because the New furnace stopped working. It was about 4:30AM and the outside temperature was around 30 degrees. I called the service number on the front of my New furnace and was told that my local service company was not open until 7am and I had to call back. I then got back in bed and couldn’t get back to sleep because it was so cold and nether could my wife. I finally gave up on sleep around 6:30AM plus I had to get to work by 8AM I then called the Sears service phone number back. I then spoke to another service rep and gave my information for service. The rep then said that I wasn’t in the system and he couldn’t place a service call for me at this time. I told the rep that I have just purchased the furnace four days ago and it comes with a one year warranty. I then told the rep to please send a tech out and we can figure out the rest on the back end. The rep said that there was nothing that he could do. The rep then transferred me to the warranty department. The warranty department was closed so I called the service number back even more frustrated. I then spoke to another service rep and was again told that my information was not found in the system and again transferred to the warranty department. I then got a live person at the warranty center and they found my information in the system. The person that I spoke to in the warranty then asked me for my model number on my unit and put in the correct system so that the service center could put up a service call for my New furnace. I was then transferred back to the service department and the service rep that I spoke to finally found me in the system and said that the next Emergency service spot available was the next day between 1 – 5pm. I said that I can’t wait that long because it’s cold and even colder at night. The rep then said again that tomorrow or the day after was the soonest. I then said a few choice words and said whatever and hung up. I then found the phone number of the company that Sears sent out to install my furnace. It was some guys in a pick up truck and two unmarked cars by the way. The guy that installed my furnace answered the phone and I told him my problem. He then said that he would come out to my house today between 12 – 1pm. As 3:40pm still no service tech. I must also add that Sears took up two hours of my cell phone minutes today also. With this said, DON’T BUY EQUIPMENT SUCH AS FURNANCES, AIR CONDITIONERS ect… from Sears. Stick with a local company that has 24 hour service. If not you could freeze your but off in the winter. I plan to take further action and will keep you all posted.

My family and I have shopped at Sears for many years. I grew up thinking that the only tools made were ones with a Craftsman label! I had a rather unfortunate experience with Sears and Sears affiliated stores recently that has made me think twice about ever stepping into a Sears store again! My husband and I received a flyer in the mail advertising an appliance sale at The Great Indoors (sears affiliate.) This sale was stated, in bold, at the top of the ad to be "The great 72 hour sale." It also stated to the right of that; "Friday, Oct. 29 Through Sunday, Oct. 31." We visited both The Great Indoors and Sears on Friday Oct. 29, and much to our dismay we were not able to find the appliances that we were interested in purchasing. When we asked an associate about how to go about ordering them, we were instructed to do so online. After returning home from Church on Sunday, we visited the Sears and Great Indoors websites where we found the appliances (reflecting the sale prices as advertised) and proceeded to place them in a virtual cart for purchase. When we were ready to "check-out," we were shocked to see that the sale was not registering in the total at check out. I tried both websites to see if this was perhaps a computer error, and found that it held true for both store sites. I then called Sears directly and asked what the problem was since I not only had a flyer stating the sale was running this day, but I also had two websites pulled up in front of me showing the items still on sale! I was told by an associate that the sale had already ended and they were working on getting the matter online cleared up. I still did not understand why a flyer was circulated nationwide advertising a sale that was supposed to last from Friday to Sunday, that had already ended at 3pm Sunday! I then asked to speak to a manager about this. Another man by the name of John C. was put on the phone to assist me. He proceeded to tell me that the sale had ended at 4:00am Sunday morning. I did the math, and there is no way that the sale lasted 72 hours if it ended at 4am on Sunday. It would have had to start at 4am on Thursday, and then the ad stating “Friday, Oct. 29 Through Sunday, Oct. 31” was invalid! I wanted to speak to someone higher than a store manager and was told that there was nothing he could do but offer me 20% off of the items that were in question. This was hardly a compensation since the appliance sale was running at 50% off of Kenmore wall ovens, and 30% off of all other appliances. John politely gave me the address for Sears Corporate Headquarters and informed me that I would have to correspond with them via US Postal service. Again I was shocked that in today’s age of technology and speed, I could not communicate any faster than a hand written letter. I am online now searching for e-mail addresses, names, any information on who to contact about this issue. I have never heard of a store, especially one with such a name to uphold, not honoring the advertised sale price. This is not a small error, it is nationwide! To add to that, the first associate that I spoke with that day told me that he had had the same problem earlier with a man trying to purchase appliances that were supposedly on sale that were not ringing up correctly! This is a case of mis-advertisement, misleading advertising, and plain old POOR CUSTOMER SERVICE! What happened to the customer is always right? Well, if the customer is not right when they have misprinted ads and faulty websites, then who is? Sears? If this matter is not cleared up, I guarantee that I will never shop in a Sears store again, along with a long list of family members who swore by sears. The Sears name used to be golden, now it is blemished. I hope that I can finally reach someone who is able to help in this matter.

My 79 year old mother had a problem with her power window this Saturday. She called sears on Westshore Blvd. in Tampa where she has taken her car for service for many years. They told her to bring it in and they would check it out. An hour later I got a call from the service manager Jessica Gaines saying they couln't take a look at her window until she replace her tires. After a fruitless conversation with her, I asked for her supervisor Al Rutledge. After getting disconnected and calling back, he refused to honor their promise to work on her window until he sold her 4 tires. I was there a week ago to get a new battery for the same car and theys said nothing about the condition of the tires, though I was there for over 4 hours. This is an obvious attempt at trying to hold her hostage for a bigger sale and unless something is done to correct this situation, you will lose a long-time customer.

There is nothing advertised on the Sears website nor is there anything posted in the Sears automotive center at Westshore Plaza in Tampa stating that customers expecting repairs must agree to have tires replaced at the opinion of the service manager before performing other services totally unrelated to vehicle condition. Furthermore, the automotive repair staff failed to communicate such policy, whether official or a matter of customer discriminatory profiling, over the telephone with me when I called to inquire about service for my car window on 10-30-2010. If this is the policy of Sears as a corporation, I further hold the Sears automotive staff and management at the Westshore Plaza location as negligent in informing my son a week ago when he was there to replace the battery on the same vehicle, of supposed need to have the tires replaced. It should also be noted that the tires on this vehicle still have sufficient tread and are not bald nor are they showing signs bald spots or exposure of belts.

I need for the general mgr. of Sears Mall del Norte to call me at her earliest convenience. I need help in returning a Kenmore washing washer , we purchased on July 7th,2010 , to this date it does not dry the clothes well. They called Sears on 10/4 and your tech. went until 10/10. The two persons in this household are disbaled one of them legally blind. I am trying to see if this washer can be returned for cash or for a new one. These two persons paid cash for this washer at great sacrifice and they should be given some consideration. I have tried to call Ms. Maria V. and they just never can be able to reach her. I will send this msg to your corporate offices and maybe they will respond to my message. Thanks and God Bless. Respectfully Bernardino ( Dino ) Sandoval Sr.

I've done business with Sears for over twenty years. My home is filled with Sears appliances. My overpriced Kenmore Dishwasher needed repair and was under contract. When the repair man came he stated that the service many not be covered if it was determined that the cause of "injury to the unit" was a result of "appliance abuse".. At first I thought he was joking and then he wrote down on the paperwork "suspected appliance abuse"...??? A glass had broken in the unit and his comment to me..."You are not suppose to put broken glass in the machine"... Even the machine displayed a higher level of intelligence than the Sears rep. When I told him I would not sign the repair order because of his note he stated that the next time I called the service would not be covered even with my overpriced maintenance agreement. I called the "customer service ?" department and was left with "oh he shouldn't have done that but there is nothing we can do." Leaving me to understand what I should do is Never shop at Sears.

I had my debit card stolen on the 24th, and it was used to make a purchase online at kmart.com.On that same day, i caught the purchase and called the online solutions team to help me resolve the situation.They did not.They said that they had placed a stop shipment status on it, which I later found out wasn't possable since a ups tracking number had not been assigned to it.I called again on the 25th and was told again that the order had been cancelled and that my money would be returned to my account in 3-5 buisness days.So I called agiain on the 27th to verify that what I had been told had been done.Not to my surprise nothing had been done!!!The young lady i spoke with this day told me that a ups tracking 3 had jsut been assigned to the order and she waould place a stop shipment and as soon as the merchandise was returned to the warehouse by ups my account would be refunded.I called back today to make sure the stop shipment went through and find out a time frame on getting my money back, they had the nerve to tell me it would be 1-2 weeks!!!!!!!Thats upsurd.So now lets hope the blue collar people can help.Disgusted!!!!I can't belive this how you treat someone who tells you they didn't athurise the purchase and it's fraud..So much for customer service!!!!!!!!!!!!

I am trying to get someone to help me with a water damage problem:: I purchased a dishwasher in August 2010 the person that came to install the dishwasher was a contractor from Sears not and employee. Water has now ran all under the cabinet and floor. I call a plumber and he could not fix. I just wish someone at Sears would help me fix my kitchen. I have a $700. dishwasher that I can not use and all the numbers I have been given want help, they want me to turn this over to my homeowners insurance. I should not have to pay for all this damage.

I purchased a washer less than a year ago. The washer will not run at all. I had a service appointment scheduled for last week but the Sears Service Truck broke down. Not true, I live in a rural area and saw the guys riding around having a good time, laughing and who knows what. This week they were to come again and I now received the call telling me there is no service technician available. What a wonderful way to run a business. I am on hold with headquarters as we speak, can't wait for the results. I think we all need to boycott Sears. When making the initial call for service I was connected with an individual from India. What about Americans, don't we and aren't we desperately needing jobs? I am on a long list of others with valid complaints, make this an eye opener before purchasing from Sears, it is for me!

I am so disappointed in Sears for their lack of interest in people. I called on 10/15/10 for an emergency with my Kenmore gas water heater only to find out that Sears does not have emergency service on the weekend. I stated that I have 2 small children in the house and desperately need hot water. I was told that the earliest anyone could come to see, and only see what the problem is was on 10/19/10, that means 4 days without hot water. 2 technicians came to the house, one on 10/18/10 (someone must have canceled their appointment), and could not fix it. Someone else came on 10/20/10 and could not fix it, had to order a part. Another person came on 10/25/10 to install part, and still not fixed. So far 10 days without a proper working water heater. I will no longer recommend Sears to my family, friends or co-workers. Their service is worse than poor!!! I wonder what a corporate member of Sears would do in my shoes. I will now direct my family members, friends and so on to purchase elsewhere.

Wow, I can say that customer sat. Has really gone down the crapper with this company. After Puchasing a Sierra Patio set in the beginning of the summer I just realized in OCT, that the paint is chipping off of all the tables. I have gotten replacement parts from the manuf. However, they will nto warrenty the new parts for a year. They tell me to COVER MY PATIO SET IN THE SUMMER. SINCE WHEN IN THE WORLD DOES SOMEBODY COVER THERE PATIO SET UNLESS THEY ARE GOING FOR A LONG TRIP OVER SEAS OR SOMETHING. All done with Sears. was a pleasure doing business with you know i will take my business somewhere else.. NOT SEARS OR KMART....