Sears Corporate Office & Headquarters

We bought an air conditioner from Sears that has been nothing but a piece of crap. It has not worked properly since first installed. Then we have had to deal with local sub-trades to find service for the thing. They don't work on Rheem furnaces so we are left finding another sub trade. Meantime for the past year we've had service call after service call and the unit still doesn't work. It's always some excuse. I doubt that we've had a total of 15 days use out of the thing. I wish I had read some of the other horror stories on the internet before buying from Sears. Obviously I will never buy anything from them again. They don't stand behind their products at all. They are nothing but scammers, liars, and cheats.

Sub-standard product and service. Complete scam, after at least 10 telephone conversations, 4-5 emails, no one at Sears has taken ownership of my issue with a lawnmower used 6 times and broken down twice now. Sears refused to replace it or refund my money because I bought it in December during the off season and they only honor 90 day refunds. Well, funny but I don't usually cut my grass during Dec. Jan. Feb. Mar or even April here in Chicago. So, I am out over $350.00 and have a mower that doesn't run more than 2 weeks at a time. To add insult to injury, the customer service clerks and manager at the repair center were the most arrogant people I have ever dealt with. I was interrogated on what I did to the mower, used bad gas, didn't maintain it properly....what is there to do with a mower the first 2-3 times you use it?? NO owners manual requires maintenace taken at 3rd use. Well it was repaired, Sears refused to state what was wrong with it the first time, it ran 3 weeks and has failed again. I have called the store manager where I bought it and after his multiple apologies (seems to be all they can do) he never called me back with a resolution. I do NOT want to keep this mower, who would? 2 failures in less than 30 days on a brand new machine? After 35 years of Kenmore and Craftsman in our home, we cut up our Sears card and will not be back. Sears must be filing for bankruptcy soon because this is the worst customer service I've ever seen.

I PURCHASED A RANGE AND A REFRIGERATOR AT THE SEARS OUTLET IN HOUSTON TEXAS IN MARCH,2010 THE DELIVERY DATE WAS SET FOR THE FOLLOWING FRIDAY BEFORE 5:00PM. AFTER 5:00PM HAD PASSED I CALLED THE STORE AND WAS TOLD THAT I WOULD BE GIVEN A DELIVERY TIME BETWEEN 7 & 9 PM DELIVERY OF APPLIANCES TO SOMEONE HOME AT 9:00PM IS TOTALLY UNACCEPTED. I SET UP DELIVERY AT TIME OF PURCHASE AND WAITED A WEEK FOR AN EARLY DELIVERY TIME. I CALLED AND CANCELLED THE ORDER. I WAS ASSURED THAT THE MONEY WOULD BE RETURNED TO MY CREDIT CARD IN 7 BUSINESS DAYS. I RECEIVED MY BILL IN APRIL AND THE CHARGES FROM SEARS WERE STILL ON THE BILL. I CALLED MY CREDIT CARD COMPANY AND PUT IT IN DISPUTE, ALLOWING SEARS MORE TIME TO CREDIT MY ACCOUNT. IT IS NOW JUNE AND THEY ARE STILL CHARGING ME FOR ITEMS THAT WERE CANCELLED AND NEVER DELIVERED. THIS IS FRAUD IN THE BOLDEST WAY. I SPOKE WITH A STORE SUPERVISOR AT THE TIME OF CANCELLATION AND HE ASSURED ME IT WAS CANCELLED. I KNOW HE CALLED THE DELIVERY FOLKS BECAUSE THEY NEVER ARRIVED AT THE 9:00PM HOUR. I'M SO SADDEN BY THIS, I'VE BOUGHT FROM SEARS FOR OVER FORTY YEARS. I NEVER THOUGHT THEY WOULD STOOP TO STEALING FROM CUSTOMERS. I WILL NEVER BUY ANYTHING FROM SEARS AGAIN, THAT MANAGER WAS ARROGANT AND I FELL LIKE THEY'RE DOING THIS ON PURPOSE TO HURT THE CUSTOMER FOR CANCELLING DUE TO THEIR MISTAKES SEARS MUST BE NEAR BANKRUPCY TO STOOP SO LOW, I'VE NEVER HAD SUCH BAD CUSTOMER SERVICE IN MY LIFE.

I have purchased the following from you over the past 5 or so years -- 1 50 inch Panasonic plasma, 1 double oven, a kenmore gas grill, a dishwahser, a refirgerator and a washer and dryer. I even have a Sears credit card -- read my lips after dealing with your customer service I WILL NEVER NEVER NEVER BUY ANYTHING FROM YOU AGAIN -- YOUR LOSS. Congratulations

I have recently remodled my kitchen and ordered a slide in stove , refridgerator freezer on bottom , dishwasher , and microwave. Delivery was scheduled for april 15 with a window between 1and 4 .by 4:30 i called the 800 number . They tried to contact the delivery people and told me they would have them call me and tell me there est. time as they must be behind schedule . NO ONE called . Between 4;30 and 5;30 I called 5 times . 1st time no one called me back ,2nd no one called me back , 3rd was told flat tire on truck with no other answer, 4th told there building had collapsed , I asked to talk to a manager I was put on hold for 20 mins then disconnected, 5th Iasked to talk to a manager right off the bat and was once again put on hold 20 mins. and again disconnected. I was furious .I had 3 contractors waiting to install these . Iwent strait to the sears store. The manager was very good to me ,but he was not able to get any answers either. The store manager said he would try to find out the problem the next day. He called me at 11;00 the next day said the did have a building problem and a new date would be scheduled . and it was . The next week. The window was between 11;00 and 4;00 by 6;00 the last contractor was just starting to pull out of the driveway when the sears truck pulled up. This was the 2nd time the contractors waited also

On June 9th I brought my Sears portable sewing machine (model 385.19010200)into your store at Cross Creek Mall in Fayetteville, NC for repairs (service order #89418771). I was told I would receive a call when it was ready. I was also told the machine would be shipped to Greensboro, NC for repairs and would be ready for pick-up on or before June 19th. On June 21, I called 1-800-4my-home and talked to Mary. She told me that according to her computer the machine was in transit. I called the same number later in the day and talked to Axel. He again told me the machine was in transit. Later the same day I called the same number again and talked to Adelaide. She also said according to her computer the machine was in transit. She tried to contact a service manager at the Cross Creek Mall. He was not available so she said she would leave him a message to contact me. Since I did not hear from anyone, on June 25th, I called the store where I had dropped off the machine and talked to James in the service department. I explained the problem I was having. He checked his computer and said it showed that the repair order had been canceled. He then tried locating the machine and could not find it. Since I had not canceled the order I asked to speak to a service manager. James told me he would have Rob, the service manager call me back. I never got a call back. On June 26th, I called the store again and was told Rob was on break. When I called back later no one answered. I am in the middle of doing a large quilting project and need my machine so I can finish this project on time. Please have some one contact me as soon as possible to let me know the status of my machine.

On June 12th we called to get our Kenmore Central Air fixed, it stopped working and is still under warranty. We were given a repair appointment for June 21st. THe repairman arrived and said he needed to order a motor. He also said that our fan was working but was wearing out so he ordered that part also. He made an additional appointment for June 28th to put in the new parts. The technician said that at the 2nd appoint ment he could install the parts in 20 minutes or less. He said the AC unit would be able to run until then. On June 22, I came home from work, and the inside of our house was 96 degrees. We have been calling the repair service, customer service almost daily to have this fixed. On Wednesday, June 23, my husband spent 2 hours on the phone talking to different departments and being on hold with Sears. The final resolution of that call was a message from customer service and then a call back saying that we would have all parts and have the service technician at our house on Monday June 28. Saturday June 26 we received a call saying that Sears had overbooked there technicians and that we would have to reschedule to another date. My husband told them this was unacceptable and explained the situation. The person who called then said she understood and we would not have to reschedule. Sears would reschedule some one else and we could keep our appointment. We need some one here to install the new motor on out A/C unit ASAP. Our technician told us that if scheduling was a problem that we should tell them that the job would take 20 minutes or less. At this point the heat in Texas is a health issue for myself and my husband. Please have some one contact us on how we can remedy our A/C which is stll under full warranty.

My Kenmore Side by Side Refrigerator/Freezer quit making ice. When we opened the door of the freezer, all my items were defrosting. Then the refrigerator did not cool. I call 1-800-4myhome and they scheduled a service call for today 6/26/10 between 1 & 5pm and never said anything to me about forcing the ticket or explaining that it could be cancelled. About 1 hour later, Sears called (which I thought was to confirm the appointment which the customer service rep said I'd be getting) only to be told that there was no technician that could come out today. The earliest they would be able to schedule me was on THURSDAY! This is SATURDAY! What do you expect people to do without refrigeration?? Everyone of your employees said that they couldn't live without it, but you expect your customers that are paying your incomes to wait??? I called and talked to Mary from Sears Customer Solutions and she was no help at all! I have bought all of my appliances and just about everything else from Sears and I can't believe you would treat your customers like this! I can't afford to go out and buy new food or eat out, as I am on unemployment and was told that you would not even reimburse for our loss! We are having over 100 degree weather and we need refrigeration now! Not a week later. I would like a reply today and want to know what you are going to do about this situation!

On 5/25/10, I took my 2000 Ford Expedition to Sears Auto Repair Department to get a Alternator replaced at the Lithonia, GA at Stone Crest Mall location, in which I chose because of Sears nation-wide recognition. I stayed at Sears from approx. 10a until 5:30p until my wife got off from work so we could swap places and I could attend my 6pm class. I was charged $427.36 for the services in which I'm far from satisfied. When I received my vehicle 5/26/10, and my wife was told by the mechanic that 3 different alternators placed but the battery light wouldn't power-off, which maybe defected, if there's a problem to bring it back so the issue can be resolved. As my wife pulled up to our residence, the vehicle clunked out. I was briefed about the 12,000 mi warranty as I was paying for the service as the Alternator was being installed, but needless to say I didn't get 50 miles out of the service. I took into consideration that the issue may not have been isolated. I got my vehicle towed the next day to Sears. When I arrived and my vehicle was diagnosed the result was assumed to be a bad connection. When I asked what seems to be the problem, I was told the Diode was bad and that an attachment should’ve been sent as a set but it would need to be ordered. Sears had my vehicle for 3 weeks in which I called repeatedly for updates on the status. When I received my vehicle I was told from the store manager Ms. Juliette, per mechanic I may have electrical issues and that is out of the scope of services offered at Sears and briefed again about the 12,000mi warranty and that it was documented that the problem wasn’t the alternator due to attempts. I asked for a referral and was told I would have to seek that own my own because one wasn’t known. I was out of a vehicle for est. 3+weeks with incomplete service done. I got my truck towed from home to Aamco, which didn’t have room to service my truck, but I was referred to Olympic Tires, 6/22/10, and received my vehicle back on 6/23/10. The problem was the alternator in which I was misled from Sears due to negligence and lack of integrity. I took the alternator back to Sears and was refunded my money with no compensation of any kind. I’m very disappointed and feel this wrong should be made right. If you will, keep in mind that each tow was followed by a cab to my residence. The testing equipment at the Stone Crest location is poor and Ford technician needs to be certified… Dave Riley davidsc947@gmail.com

WOW! So many of these reviews sound just like my extremely poor service from Sears! I wonder if any of these people hear from Sears Corporate HQ? I've spent way too much time and energy dealing with Sears One source trying to get a 2 month old refrigerator repaired. The service technician was at my home yesterday, and told me that Yes, the LG refrigerator was defective and that it will be replaced. He handed me a receipt and told me I will be getting an email notice confirming the replacement order. Well, that email confirmation never happened, and after explaining my situation to 6 different Sears employees over the phone, the story just goes down hill. It seems as if online orders from Sear.com are completely different from Sears. They keep transferring me to a different department. Way too much run around. Poor phone reception, lots of background noise and their computers malfunctioning. I'll call LG directly, and let them know how poorly Sears handles their warranty service! I've been a Sears customer for 30yrs. I watched a great program on CNBC cable channel about the history of Sears Roebuck. Sears is no longer what it used to be. SAD!

San Antonio Texas, My grandparents went to Sears Outlet to get a washer and dryer. They had wanted it delivered. They talked to them about someone on the outside delivering it for them. The sales person called some guy and asked it he could deliver it that day. The guy is a contracter and does not work for Sears. He said he could deliver the next morning. The sales person gave my grandpa the phone number to call the man to make sure they had the correct time. The so called delivery man never answered his phone. My grandfather called at least 5 times and the man never answered or delivered his merchandise so he had to make other arrangements. I have no idea where you people get your help for delivering but you need to get reliable people. If you have other people delivering make sure it is a real business and not some guy working whenever he feels like it. My family had been going to Sears for years but this is the last time we will ever buy anything that needs delivery. Sears Outlet is a joke. The so called delivery man never answers his phone. Get RELIABLE people for deliverys

I went to Sears in St Peters,Mo.this afternoon to pay my bill and I can't get over how badly I was treated. I went to the registers in the hardware dept.because it was convenient to the entrance that I used and the store was dead,no customers that I could see,and not a soul at the registers.While I was standing there waiting for some help,THREE employees walked right by me carrying on a conversation like I wasn't even there and I stood for a few minutes and finally saw two more employees further down,no one came to assist me.I finally went to the aisle and waved my arms to get their attention and asked if anyone was working.One of the employees rudely told me he already had a customer and the other sauntered over and rudely asked me What I Needed.I told him I needed to pay my bill and from now on I'd be sure to mail it.He acted like he was doing me a favor by doing his job.All I wanted was a minute of someone's time to pay my bill and I ended up with snotty,rude attitude,when I actually,finally DID get waited on.There's no excuse for that kind of behavior and I will be taking my business elsewhere and intend to close my account.I have previously shopped at Sears for going on 30 years,but they have been going down hill for several years now,in their quality and the rude,disrespectful employees they hire.I'm done with Sears and any of their affiliates.

I called Sears on Friday June 18 to schedule an apointment to repair or replace my water heater. I informed the operator that the water heater was leaking. She said the soonest they can have a technician to check the problem would be Monday June 21. The tecnician arrived on Monday at 10:30 he check the water heater and said it was leaking and needed to be replaced. He also stated that he called in the request and another technician would be out to replace the water heater within 1 to 3 hours. At 2:00 I started to call to follow-up. I called Customer Service, the Installation Department, Water Heater HotLine and Special Handling Dept. All the operators could not give me any information on when my water heater was going to be installed. It is now Thursday June 24th at 8:38 PM, we have not received a call from Sears and we still do not have a water heater. Any contact with the above departments were initiated by me. Sears will NEVER get any of my business. I can not put into words how dissatified I am with their service and their lack of concern for their customers

I called Sears for My Home to have the Air Conditioning unit service, this is something that I usually do once a year before the Summer begins here in Atlanta. Sears For My Home has service this Air Conditioning unit for the pass three years. It's working, but the Summer is coming I want to make sure it's operating at it best. I called on May 14, 2010 made the appointment for Friday, May 21, 2010. Received a call the Thursday before, confirming that the technician will be at the house between 10:00 a.m. to 1:00 p.m. Friday morning at 9:00 a.m. I get a call from Sears For My Home informing me that the Technician "called in sick", and that I would have to reschedule. Didn't think nothing of it, so I said the following Friday, May 28, 2010 the same time. They scheduled it. Received a call the day before, Thursday, May 27, 2010 confirming that the technician will arrive at the agreed time 10:00 a.m. to 1:00 p.m. Friday morning 9:30 a.m. received a call advising that the technician "called in sick" I said "wait a minute, you only have the one technician?" the operator continues with her script, "the next available appointment will be Wednesday, June 9, 2010" at this point I'm getting angry because this operator is not answering my questions, I tell her that Fridays are better for me since I'm off work on Fridays, the operator says "she's sorry the technician getting sick inconvenience me" I'm like wait a minute I taught I was the customer; I'm not understanding why I'm been put off like this. So I said fine, schedule the service for Wednesday, June 9, 2010. Now mind you that Friday, May 28, 2010 is the beginning to Memorial Day weekend, and that Wednesday, June 9, 2010 is two weeks away. Now I have to schedule time off from work to be available for this terchnician to come to my home. fast forward two week pass, and Wednesday, June 9, arrives, the technician was an hour late. Didn't receive a call from the technician or anything, he arrives and advises that there are two parts that needs to be replace, now he will have to place the order, and once they arrive at my house, I'll have to schedule an appointment for them to come out and fix it. I'm looking at this guy like you have got to be kidding me? I ask him how long will this take he say a week. So again I said, "Fine, order the parts. AS of now three weeks have gone by, the parts arrive in two shipments, one on Thursday, June 17, 2010 and the other on Friday, June 18, 2010. I called Sears For My Home get a recorded message that they have scheduled an appointment for Saturday, June 19, 2010 for 10:00 a.m. to 1:00 p.m. again I have to make arrangements to be available for the technician to arrive, I get a call Saturday morning at 9:30 a.m. to advise that the technician "called in sick and they would have to reschedule". Now I'm Mad, twice I've had to make arrangements to be at my home, for this "sickly" technician, and twice Sears For My Home has called at the last minute to reschedule. I asked to speak to a manager or Supervisor, and I get out on hold, the man that finally answered the phone informed me that he would take my complaint, but there was nothing that he could do; the technician was overbooked. So I asked him why would they say he "called in sick" if you all overbooked his appointments? Is there just one guy? This doesn't make any kind of sense to me, and the operator didn't answer any of my concerns, just stuck with the script. Fine,since they had already rescheduled the appointment for Tuesday, June 22, 2010. I asked him for the Corporate office tlelphone number he said he could give me the address, there wasn't a phone. I took the address, and they advised me that the technician will arrive on Tuesday, June 22, 2010. Well Today is Tuesday, July 22, 2010 and again I received a call from Sears For My Home that the technician was overbooked and would have to reschedule. At least this time they didn't lie. The next available appointment would be Wednesday, July 7, 2010. I told the technician to forget it I done with being treated this way. Sears For My Home you should be proud of the way your operators stick to the script, and for the lack of customer service they provide. I don't know what kind of Mickey Mouse operation you all are running, wait can't call it that Disney land alone is way better than this company.

I PURCHASED A KENMORE WATER HEATER JUNE 2, 2009. ON AUGUST 14, 2009 IT HAD TO BE SERVICED AND ALREADY STARTED SHOWING RUST. IT WAS REPAIRED WITH THE STATEMENT THAT IT HAD NOT BEEN INSTALLED CORRECTLY. JUNE 10, 2010 THE WATER TANK SHOWED A LOT OF RUST AND WAS LEAKING AT THE CONNECTIONS. SEARS REPAIR PERSON WOULD NOT FIX IT BECAUSE HE SAID IT WASN'T THEIR PROBLEM. I HAD A REPUTABLE PLUMBING COMPANY COME TO LOOK AT IT. THEY INFORMED ME THAT IT HAD BEEN INSTALLED INCORRECTLY AND HAD TOO MANY CONNECTIONS. NOW NOBODY IS FIXING THIS LEMON OF A WATER TANK. I WAS ASKED ABOUT THE PERMIT AND INSPECTION. I CONTACTED THE CITY OF CANTON, OH AND SEARS NEVER PULLED A PERMIT FOR THIS INSTALLATION. THIS IS CONSIDERED FRAUD. I CALLED THE 800 NUMBER FOR HELP 3 TIMES NOW. THE LAST PERSON I SPOKE WITH TALKED SO FAST AND WAS VERY IMPERSONAL. HE DIDN'T CARE ABOUT MY PROBLEM ONLY THAT HE HAS A LOT OF PEOPLE AHEAD OF ME. NOW WHAT? I'M RETIRED AND ON A FIXED INCOME. SEARS IS A JOKE.

Hello I wanted to complain about how bad the customer service is here, I was in there yesterday exchanging something and the lady was very rude her name was Isabel i went to the sears in Inland center mall in san bernardino, she raised her voice at me and kept twisting her mouth like i was an idiot, i did not appreciate this sort of attitude im very upset because even when i said i wanted to speak to her superviser she just smiled like whatever, I will not be returning here, and i will spread the word about the type of customer service your company has thank you.

Get this people. We paid our bill in full. $6,400 and something dollars. Only for them to have collection agencies call us for late fees!!!! Yes late fees and interest charges. After speaking with several people at the wonderful sears 800 numbers, I got that we owed 3 different amounts?>!!! confused well so am I. I will never shop sears again. And I am contacting an attorney tomorrow. Rolland, Jessica, and Maria are the people I spoke with. No phone manners at all!!!! Then I called the Corporate Headquarters only to find out that they don't deal with the credit card end of it?? Hello you are Corporate Headquarters, aren't you suppose to deal with everthing!!!! Pissed just alittle. Never will I set foot in Sears!!!! I am also calling the attorney generals office and maybe the new in my area!!!!!

I bought a carrier ac/heatpump from Sears in 2003. We have had to call the service dept every year atleast 2 times or more to repair this unit. I just had to call again because the outside units fan motor is burned up for the second time. Since 2003 we have had the inside blower motor replaced, the evaporator coil, the fan motor outside, some wiring replaced and now the fan motor again. I am furious about this. I have called every office and phone number I can find to complain about this with no satisfaction. I will never purchase anything from sears again. My Husband & I had sears install the complete ac system in our new first home. What a mistake this was. They have spent thousands of dollars in service calls & parts for this unit. I want a new unit, but they keep telling me there is nothing they can do about it. I dispise this place and hope someone from the corporate office reads all these stories and tries to save them before the store goes completely under...or not. I really hope they go out of business soon. They do not deserve to sell to our public anymore. Sears is a rip off and anyone that works in their corporate office are liars and thieves.

I would give Sears a -10 if at all possible. On 6/2 I purchased a dishwasher. I was told it couldn't be intalled until 6/10. I agreed to this. On 6/10 the installer arrived with a damaged unit. He contacted One Source, that virtual epitome of customer service! Yes I jest. I was told I would be contacted within the next two days, probably the next day. They never called. I have talked to approximately 8 people at One Source. I was told if I cancelled the order on it could take 6 to 8 weeks to be processed on my VISA credit card. I was hung up on by a SUPERVISOR at One Source. I have talked to two sales associates at the Sears store, I have talked to the MANAGER and was told it was a problem for the installers and the district manager would contact me. I have received a phone call from the original installer who told me he couldn't pick up unit and install it until next week. He would try and get someone else who might come sooner. I have heared zip from anyone. I have spent over 1000.00 at this store in the last month. I have made a trip to the store twice, I have been on the phone for close to 3 hours with One source, the installers, and the Sears store. I have spent 2 full days waiting for someone to install a dishwasher that hasn't been delivered, and have become physically ill from the frustation and anguish caused by your company. So much for "satisfaction guaranteed" as stated on my paper work. I have spent my last penny at Sears and encourage everyone I know (and don't know!) to spend your hard earned money somewhere else. Several people I have dealt with have confirmed this sort of treatment of customers by Sears is not uncommon. I really doubt I will receive any response because I too believe from experience Sears couldn't care less.

First let me state that if I could give Sears "0" stars I would. Please read this if you plan to ever cancel an order @ Sears. On 5/22/10 I purchased a refrigerator @ Sears in San Jose, CA. I was given a delivery date of 5/30/10. I rearranged my day to be able to take delivery. The night before delivery I never received the usual call informing me when to expect the delivery. I called and was told that they didn't have the product and there would be no delivery! I was pretty disgusted. I was offered a $50.00 giftcard for my trouble. I declined as I wanted to speak with my husband to get his input. He called and was told the same thing that I was, but was offered a $30.00 giftcard! The next day we went to Sears where we made the purchase. A manager called delivery and was told I could expect delivery on 6/3. Being skeptical at this point, I called delivery 1/2 hour later and was told no, they couldn't deliver until 6/8!! Now I'm angry. The next day I called the manager back and she stated I needed to call delivery to cancel the order. I did this and was told that I would get my refund within SEVEN to TEN days!! I was and still am furious, read on. So, on day 10 (6/10), my VISA debit card has still not been credited. I escalate this to the store's General Manager. He calls the office where refunds are done. He states that I will have the refund today, 6/15. Low and behold, no refund. I called him back to state my fury that Sears has now had my money for 3 weeks and that they are VIOLATING CONTRACT TERMS