Sears Corporate Office & Headquarters

To Whom It May Concern, I carry a memory of my parents telling me as a child to purchase items from Sears because as my dad said, “They always stand behind their products.” Sometimes he declared, “There is no better place to purchase tools than Sears!” So … when my husband I decided to remodel our duplex kitchen, it seemed an obvious choice to purchase the four needed appliances from Spokane Valley Sears. Our rental is thirty-seven years old and it’s amazing to write that we made a choice to replace the original Whirlpool harvest gold appliances … not because they weren’t working … but because they were dated. Our tenant relocated to Good Samaritan Assisted Living after living in the residence for twenty-four years so set a goal of renovating the residence. Sears was running an August sale, so we were thrilled to purchase a dishwasher, refrigerator, microwave and oven at a reasonable price. I don’t think my husband nor I realized how expensive the installation of four appliances would be, nevertheless, we felt comfortable and pleased dealing with Sears. Now recalling our shopping experience from the Spokane Valley Sears store, I will intentionally NEVER shop at any Sears again. When the appliances were delivered to 724 North McCabe, the corner of the oven door had a very small blemish/flaw. I was …. and …. continue to be dissatisfied with the piece of Sear’s merchandise. After the delivery, my husband and I visited with Matt Smith (I know the salesman name was Matt. I think his last name is Smith.) and requested another oven door or a replacement piece to the door. Based on his understanding of the issue, he initially agreed there should be a replacement and made arrangements for a technician to visit our duplex. After the technician didn’t show the first time, my husband and I brought t

We have always been a loyal customer to Sears, buying everything from refrigerators, stoves, diswashers, washers, dryers, sewing machines, etc. But, they definately have changed, from management right down to the repair guys. So far in the past couple of months I have spent $120.00 and put about 250 miles on my car trying to get them to fix my sewing machine. Now grant you, it is a computerized sewing/embroidery machine, so maybe they don't know what they are doing, but get someone who does. It was an expensive machine, and I loved it as long as it was working. First I took it to a local Sears (where we had purchased a lot of high dollar items), they said they fixed it, charged $58.00, got home and the machine still didn't work. Next, I took it to Springfield, MO., they sent it off to Kansas City, took 2 weeks to get it back, it still doesn't work right, and this only cost me $63.00. Our new refrigerator quit 1 1/2 years after buying it. They definately are getting good at ripping people off.

Sears pretty much sucks...they need to bring back Roebuck...just horrible horrible customer service and at least get people that speak ENGLISH..all the peole just get a pay check and dont care...good customer service is LONG GONE

I purchased a 2006 Craftsmen riding mower and it currently needed servicing doue to poor performance. I went to the local Sears in Flint, Mi. where I gave the clerk my model number. She gave me a fuel filter that was incorrect causing the mower not to start. When I contacted Sears service that advised me that it was a fuel pump problem. The tech came out and said he couldn't get a fuel filter for at least five days. I said that that was wrong to waste someone's time along with charging a $100.00 service charge. The tech said he would try something else and discocvered the fuel filter was the wrong one. He installed the proper filter and it started immediately. My complaint is that it was Sears fault for giving me the wrong filter, therefore I shouldn't have to pay $147.11 that should have only been $10.00. I spoke to a consumer advocate at Sears and asked for a settlement of half and was denied. This is poor business practicing and buyers should be aware!

After being a Sears customer for over 25 years, I will never purchase another appliance from Sears. I purchased a dishwasher just a mere four months ago, which now doesn't work. Two different servicemen were sent out to inspect and order a new part; the first ordered the wrong part and the second confirmed that he (the first) ordered the wrong part. Currently, Sears has spent more on service repairmen than I have spent on the dishwasher and it still doesn't work. I went to the store and asked for a replacement and was told it's a process to get another dishwasher. Well, the process is let's send out another repairman, number three and if/when the fourth repairman confirms he can't fix the appliance, then and only then will we replace the appliance. Well, let's see the original price of the dishwasher, $475.00; four repairman at $386.00 each visit, $1,544.00; the rationale behind Sear's policies, PRICELESS!

I appreciate the fact that Sears is among a very few stores that still have a layaway plan, thank you. I have been waiting for a deposit and payment that I made to your Dayton (Salem store) since June. I was 2 days late picking up my purchase and was told that the item had been returned to stock. I was also told that I would receive a check from the Corporate office in I believe 10-14 days. I am still waiting. I suggest that you give a grace period for us senior citizens so we can get in and pick-up our Sunday hat's.

Why the hell are they running Christmas commercials on October 19th?!!!!! This is disgusting! Have some dignity, it's mid October!!!! You are the ONLY merchant who already started running Christmas commercials! Guess what, I will no longer shop at your store due to your trying to exploit Christmas, nor will many people that I have spoken with regarding your nauseating commercials that you have the nerve to start advertising in mid October. Have some integrity and class!!!!!

LISTEN UP EVERYONE, THERE IS NOOOOOO SEARS AS WE HAVE ALWAYS KNOWN IT. I PURCHASED A LAWN BLOWER AT SEARS THAT DIDN'T WORK AND I TOOK IT BACK TO THE STORE TO GET A REPLACEMENT FOR IT. THEY TOLD ME THAT THEIR POLICIES HAD CHANGED AND THEY COULDN'T GIVE ME EITHER A REPLACEMENT OR MY MONEY BACK. AFTER AN HOUR AND 45 MINUTES THEY DID IN FACT GIVE ME MY MONEY BACK ON A GIFT CARD LESS 15% FOR A RE-STOCKING FEE. I FAIL TO SEE HOW THEY CAN RE-STOCK THE ITEM IF IT DOESN'T WORK. I CALLED THE CORPORATE OFFICE TO FILE A COMPLAINT AND SPOKE TO DOROTHY, SHE WAS RUDE, THEN ASK TO TALK TO HER SUPERVISOR AND SHE GAVE ME TO KIERA,MGR. ON DUTY CUSTOMER SERVICE DEPT. , SHE WAS ALSO RUDE AND TOLD ME THAT THEIR POLICIES AT SEARS HAS CHANGED AND THAT THE PUBLIC HAS BEEN RIPPING SEARS OFF FOR YEARS BY RETURNING THINGS AND THAT IS ALL OVER. I TOLD HER THAT FOR OVER 60YRS. I HAVE SHOPPED AT SEARS AND WAS VERY HAPPY WITH THEM BECAUSE SEARS HAS ALWAYS STOOD BEHIND THEIR PRODUCTS THAT IS WHY I HAVE A SEARS WASHER, DRYER, REFRIGERATOR, DISHWASHER,FREEZER,FURNITURE,CLOTHES, ETC. WELL NOOO MORE I WILL NOT SHOP AT SEARS OR K-MART. THEY CAN CHANGE THEIR POLICIES ALL THEY WANT AND WHEN THEY GO BROKE I WILL BE THE FIRST TO THROW THEM A GOING AWAY PARTY AND BELIEVE ME HERE IN LAS VEGAS WE KNOW HOW TO THROW A PARTY. BY BY SEARS GOOD RIDDANCE TO A NEW SEARS I WILL SHOP SOMEWHERE ELSE. MAYBE WALMART OR HOME DEPOT. TOO BAD THAT THIS HAS HAPPENED, GUESS YOU CAN'T TRUST ANYBODY ANY MORE SEARS WAS THE LAST ONE THAT I EXPECTED TO BECOME LIARS AND CHEATS.

motor, still not working. Now it has been a month phone call after phone call, NO CUSTOMER SERVICE AT ALL... Live chat with customer service STILL NO HELP... bought a plan that states if the technician can not fix washer a $500 credit will be applied to purchase a new washer at Sears. I ask when the washer is considered not repairable, answer: well I can’t answer that because they will not tell me an answer, why because that part of the plan IS A LIE. Please save yourself the money and head ach GO TO A LOCAL AND SMALLER REPAIR SHOP.

It is unfortunate that 1 star is the lowest rating allowed. I like thousands of others am extremely disappointed and dissatisfied with the extremely poor service at Sears. In good faith, I purchased a side by side refridgerator for more than $1000, which was never delivered. In addition to not delivering my refridgerator, Sears is attempting to cheat me out of the stimulus money that was applied toward my purchase. I have forwarded my complaint to the Attorney General's Office. My true rating is -1, and that's a gift!!

5 years ago I bought a new washer/dryer from Sears and within less than 2 yrs it's started pitting on the bottom and around the door and then pieces of the washer would fall off and now the wire ring around the door has sprung and the door is now sprung. I have used Sears washers/dryers for about 40 yrs now and never had a problem with any of them until now. I took pictures of how is was rusting and took it to the Savannah, Ga store where we had purchased them and he said b/c I didn't have the extended warranty he couldn't do anything. I questioned as to why I would buy an extended warranty on a new set? Several times I have asked them to do something for me since I am such a good customer but nothing. Now I need to get another washer and it's only been 5 years and I'm looking at the LG models. My questions to you is that I feel I should receive a credit of at least $250.00 for this malfunctioning washer and the dryer is falling apart too...it's never been misused I take very good care of all my products but this particular set was either poorly manufactured or is just bad quality to have it fail in such a short time. I would like to hear from you on this matter..thank you.

I am writing about our Armed Services My Daughter and son-in-law live in South Korea along with my 2 grandchildren. They need stuff that they cannot buy over there for example clothes for winter for the children. I tried to order snow suits and have them shipped to the Air Force Base in Osan South Korea and the rep for your company arranged it so that could be done but they wanted to charge me $17.00 more than the listed price on line and $80.00 to ship it. This is outragous the people are over there to protect our rights and freedom. I ordered the product anyway and had it sent to my home and I will ship it myself. But we need to support our troops and not take advantage of the conditions. I think you should look at how you deal with our troops out of country and make sure your reps have correct pricing. Thanks for you time

I Ordered a 42" flat screen TV from sears and was given a delivery date. An automated call did not come the night before like it said but an actual person called the next day and told me it would be between 3-5. (I carried on a conversation with her-she was a real person). On the day of the delivery I had cancelled an appointment and rescheduled for the next day. Of coarse no one came. For some stupid reason I thought they would come the next day and rescheduled my appointment again. Obviously NOT....I called delivery department and was told the delivery had to be made with a small truck which only runs on Tues and Fridays and I would have to reschedule. No one was going to call me!! I ask for Friday delivery and was told it was full. I ask for a supervisor and was put on "hold" for 30 minutes and they hung up on me. I checked my phone to make sure and they actually DID HANG UP ON ME! I called again later and held for the supervisor for 28 minutes before I hung up. Finally I had to call back and schedule my delivery or they would never call me and a delivery person would have a new TV that I am paying for. I REALLY DON'T THINK SEARS CARES!!

ref#1440274 On June 13, 2010 I went to the local Sear store to purchase the (6) Toy Story Pilot Cases. In the beginning the online price was $5.99, the in store price was $20.00. The store would NOT let me have the items at the $5.99 sale price. So I went home. The next day I called Customer Service number and talked with a Representative and told her the problem and she stated that the sale price of $5.99 should have been honored. So I go back up to Sear and got that taken care of only to find out the hard been marked down the 5.99 sale price and already been sold. I got a Rain check for the item. I got a call from the Local Sears Manager back when this happened and she was NO help. Instead of her asking me what can she do to Satisfy me or make the situation better she said they were out and would not be getting anyone in stock and that was the end of that conversation point blank. I need to know what can be done about getting this merchandise. Is Sear not honoring its Rain check. I don't need anyone calling me about what can't be done. I want to here what you CAN do. I'd hate to start shopping else and letting others now about my experience with Sears.

I have been a long time Sears card holder. I have recently lost my father and paying the bill completley slipped my mind after the funeral I immediately went into the store to pay my bill explained the situation (I HAVE NEVER BEEN LATE BEFOR)I was told not to worry. The folling month I recieved my bill with a 39 dollar late fee which I couldn't believe. I called Sears again explained the situation and the loss of my Father and was told I would still have to pay it but it would be credited back to the account so I then went into the store yet again to pay the 128.00 dollar bill including late fee only to recieve another late fee as this point I was enraged and called Sears againg and asked them why was I being charged another late fee of 25.00 only to be told that I should have payed 128.20 can you imagine my anger at this point I told them it was rediculous to be charged 25.00 for TWENTY CENTS ARE YOU KIDDING ME (SEARS). I was then told to disregard the 25.00 and only pay 93.00 which will be submitted this month. It is appalling that this is allowed and shame on you SEARS for not even in a compassionate moment would you allow the fee to be waived in this unforseen situation (the loss of my father). SHAME ON YOU SEARS!!!!

If you had a 0 or -5 Star I would have selected. Dear Sir or Madam or Whomever is In Charge of Repairs; I requested service repair on a refrigerator. I requested to be placed on the 1st available dockett at 8:00am. They obliged me with that request and set a date. Today, Oct 12 I have sat waiting from 8:00am until 1:00pm with no service repair, no phone call, no fol ow up. I finally called a Sears service representative and their answer was "We did not have a service tech in your area, so we will need to reschedule for Friday of next week." After several other calls every Sears representative wants to make a new appointment without telling me why noone has shown up or called. SO heres to you Sears for your great customer service and thinking of me as your valued customer! JUST HANG ON and let's see how many products I buy from Sear's again!!! Right,,, and the check is in the mail!!!!!

I had a scheduled appointment for repair on my washing machine on Monday, October 4, 2010. I was required to pay $237 and change for this appointment upon the repair techs arrival. The fee would cover the visit plus any parts that would be needed, plus a one year warranty. The tech informed us that the barrel of my washer (just over two years old) would need to be replaced and that he would have to order the part. The next appointment was scheduled for Thursday, October 7th. The part was delivered on Tuesday, October 5th. Well, Thursday came and went and no technician ever showed up to do the repair. My husband called Sears and was told (after the fact) that the technician "CALLED OUT SICK" and that the service would have to be rescheduled. The customer service representative he spoke to was extremely rude; refusing to transfer his call to a supervisor. After being told that there was "nothing she could do" she said to him "well, you can ask for a supervisor all you want, I'm not going to transfer you"!!!! She then placed him on hold and suprisingly, he was disconnected. I then called and spoke to at least 4 "customer service reps" who all told me the same story: "we're sorry for your inconvenience but there is nothing we can do". I was told that the only thing that they could do would be to reschedule the appointment (which would mean taking off of work yet another day). When I told the woman to forget it and cancel my service and refund my money I was informed that I would not get a refund until Sears got their parts back. THAT WOULD REQUIRE ME TO TAKE OFF FROM WORK AGAIN FOR A TECH TO COME PICK UP THE PART. When I informed her that I would not be able to take off again, the service rep told me to "put the part out front and when the tech picked it up I would be refunded my money - - - MINUS $125 FOR A TECHNICIAN COMING OUT ON OCTOBER 4TH!!!! Obviously, at this point, my back was against the wall. I live in Philadelphia and therefore, if I put the part outside, it would certainly be gone before the tech arrived to pick it up....and to make matters worse, I wouldn't get my entire refund anyway. Therefore, I rescheduled the repair for Monday, October 11th. After taking off of work AGAIN, no technician showed up. I was told once again that "the tech called off sick". YOU HAVE GOT TO BE KIDDING ME?!?!?!? My repair appointment was rescheduled once again for the following day: Tuesday, October 12th from 8am to 12pm. It is now 2:00pm and yet again....."THE SERVICE TECH CALLED IN SICK"!!!!! To be continued..... I can say this: I WILL NEVER PURCHASE REPAIR SERVICE FROM SEARS AGAIN....AND I WILL DO EVERYTHING IN MY POWER TO SPREAD THE WORD ABOUT THE DESPICABLE SERVICE THAT WE HAVE RECEIVED.....THIS IS AN ABSOLUTE DISGRACE!! I only wish that I had seen this website and read all of the other posts BEFORE I paid for this service contract....

We purchased a Sears Repair Protection Agreement for our Calypso Washing Machine. Our washing machine broke down and we called in our service request on September 21, 2010. We have been with out the washing machine now for three weeks - today is October 12th. We have been told that the parts are on back order and they will be shipped to the Sears distribution center from their supplier on or about October 29th. We have also been told that in the three weeks they have known about the parts needed for repair, they have not yet located all of the parts yet. This leads us to conclude that it may be after the October 29th date that the parts will ship. Three weeks is a long time to be without a washing machine - waiting six weeks for parts to ship is not reasonable. We believe Sears is in default of our service agreement. The Repair Protection Agreement does not address the amount of time we should reasonably wait for the repair to be made. We have been on several recorded calls and their own staff agree that waiting three weeks is testing the limits of "reasonable". We think that two weeks is stretching that definition. Sears is telling us it will be six weeks before the currently located parts are shipped. We would have to schedule repairs (if they happen to find the missing part(s) and they can be shipped in the same timeframe) after they arrive in early November. This is not a reasonable time frame to wait for repairs. We know it and Sears staff have confirmed it, but nobody is authorized to do anything about it. Tonight we spoke to a polite young lady in the parts department, then her supervisor that identified himself as Charles 0102137880, then Oriana 250564. Oriana filed a case #3327998 and told us to wait 24-48 hours for a real manager to call us. The cost of the repairs is estimated to exceed $1250. There are NO top load washing machines that Sears offers that cost this much. We can not find anyone at Sears that is authorized to make a good financial decision for Sears and simply replace the washer and put us both out of our misery.

I work at sears and I am just a cashier but they work us to death and make us do 5 different jobs. People come in which are understandably angry like yourselves but there is nothing we can do. Dont yell at the cashiers because we have 0 power to do much of anything. That being said yes sears has very iffiy advertising prices and normally what the situation is is that they put the sale price big and the item its for very small so they are not technically lieing but they do mislead. Even if you are correct and the item is priced wrong if the reduction is too large we need a manager to approve it so we are not "stealing" from the company. Honestly though if your willing to be level headed and try to be reasonable unlike many angry customers that come in I am willing to try and do my best to help with problems but a lot of times people are yelling at me like its my fault some how and at that point I am just going to call the manager and if they blow you off I dont care because you were freaking out on me. The way sears operates is painfully outdated and they are penny pinchers to the point they wont even provide us with pens which we must have to work. We have to bring our own and all the equipment is outdated and broken. Sears does need a major revamp but as long as they are making money they will never change. Even the sears web site and lands end stuff just dont even work with the store. If your trying to return something you bought online to a store DONT because really it aint gonna happen. You would have an easier time putting a square peg in a round hole and seriously your just going to hold up the entire line while we fight with the system to get it to work. Sears.com and sears the store are in no way connected to eachother as far as I can tell so your really just wasting time. Furthermore as a cashier if we dont push the sears credit card we will get fired and we have quotas to meet. We are supposed to get 1 person to sign up for a credit card for every $300 in sales. So please stop giving us such a hard time. We dont care if you had some terrible experience and we dont want to hear about it. Its our job to do this and we get fired if we dont so stop giving us a hard time. Anyway to wrap this up no one should ever for any reason other then pure insanity shop at sears for any reason. If you are insane or a masochist then by all means knock yourself out and thank you for shopping at sears.

It's 5:50PM I'm still waiting for a repair person. I was scheduled between 1 and 5PM. Never received a call updating when the service person would arrive. After three contacts with your service center, received a call from the service person saying he would arrive in 1/2hr., since he just got notified that I needed repair. I made this appointment 10 days ago. Maybe your service center should be located in the US so someone can be in contact with the service people at all times. No more Sears stuff for me.