Contact Sears Executive Customer Service

Got a Sears complaint regular customer service can’t handle? Kick it to the top.

Call (847) 286-2500. Say, “Mr. Lewis’ office, please.” Or, “Mr Crowley’s office, please.”

Aylwin B. Lewis (pictured), President & Chief Executive Officer
William C. Crowley, Executive Vice President and Chief Administrative Officer

If it’s after hours press *411, then spell the last name of Lewis or Crowley, and leave a message with your complaint and a callback number.

Read this post for more info on handling executive customer service. — BEN POPKEN

Comments

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  1. DAK says:

    I’m the one that requested this…you rock!

  2. jasonchicago says:

    They have removed these names from the *411 menu. I’ve just tried calling John Walden’s office, who is listedas the “Chief Customer Officer”. I’ll be back to update when I see what happens!

  3. bheifner says:

    Tried calling the executive office to resolve an issue I had with Sears.com. They simply sent me back to Sears.com operators who for what ever reason would not return my money. The order was placed 7.16.07 the item arrived damagaed and was returned 8.04.07. After countless hours on the phone starting in October of 2007, I finally received a refund two days ago. If you order on Sears.com and end up returning your item, be prepared for a long and difficult battle if you want your money back.

  4. marieceleste says:

    Marie C. Ramirez
    173 Elsa Jane Lane
    Bobcat Point
    Pittsboro, NC 27312

    April 30, 2008
    National Customer Relations
    Sears 3333 Beverly Road
    Hoffman Estates, IL 60179
    Case # 1951913

    This letter is to complain about service I recently received from Sears.
    After relocating from New Jersey, on July 2005 I purchased a front loading Kenmore washer (model # 41744092500, serial # XC52707352) and dryer from our local Sears dealer in Pittsboro (now closed).
    On Monday April 7, 2008 my washer stopped working. I called Sears and was advised that it was no longer under warranty. However, to make a long story short, I was offered to have it serviced by Sears and not be charged for labor and receive a $100.00 allowance towards parts. The first service technician gave me an estimate of $561.09 (see attached) and I agreed to have it repaired.
    Once the parts came in and the second technician came in to service the machine, he found that more parts were required bringing my total to $922.10 ($716.00 in parts). At this point I decided it was not worth the repair.
    The best offer from Sears was a $100.00 gift card and a $100.00 product discount to be claimed once I purchased another washer. I was told that all I had to do was call in the form of payment and the credit would be applied. At this point, frustrated with Sears, on Friday 04/25/08 I went to Loewes and purchased a washer from them and scheduled a delivery for Saturday 04/26/08. When I called Sears to get the product discount, I was advised it would only apply if I purchased from Sears. Therefore, I went to Sears purchased a washer, called Lowes and cancelled my order and called Sears to claim the product discount. Surprise…..now the discount was only 10% of the product price ($51.00). At this point I was very frustrated to say the least.
    Saturday evening I got the delivery confirmation call for Sunday 04/27/08 between 12:45pm and 2:45pm. “This is good” I thought, “it took three weeks, but I think should settle it.
    Sunday, at 11:30 am a message was left on my answering machine from a Sears delivery person. I called back the number on my caller ID several times and finally when someone answered the phone, I tried to confirm whether it was Sears delivery and the person informed me that he worked at McDonalds in Durham and someone asked to use his phone and gave him $5.00. No wonder I could not get in touch with the driver. Meantime I called Sears delivery center several times and spoke with several delivery specialists who told me I would be contacted by someone for directions. Bottom line is at 5 pm I was informed that the delivery person finished his last delivery at 4:45pm and asked me to re-schedule. I told them not to bother and to cancel the order.
    At 5pm I went to Lowes, purchased the washer which was delivered Tuesday 04/29/08. Before installing the machine, Lowes technicians had to literally pick up the pieces that were scattered in my laundry room from Sears’ service technician and haul it onto their truck.
    I expected a much higher level of service from Sears, and I am quite disappointed. I did not expect for my appliances to be replaced in less than three years and I will be informing my friends and family about this experience.
    Sincerely,
    Marie C. Ramirez

  5. Tree49 says:

    May 05, 2008

    National Customer Relations
    Sears 3333 Beverly Road
    Hoffman Estates, IL 60179
    RE: Crafsman Lawn Mower

    Today I called the Executive office to try and get a problem resolved I’m having with theor off-site reapir shop,for over 2 weeks now. Still waiting for a call back today, so I was promised. The number is very hard to get through on. Our issue is; My husband dropped our mower off on 04/24/08, due to a faulty pull cord. ( it broke) the mower is less than a year old and we pruchased a WARRANTY last year with the mower. To make a long story short. In the last week and a half we received countless calls from the off-site shop stating; the lawn mower needed a TUNE-UP and it will costs 78.00. We asks the service people at Sears, before it went out to repairshop,only fix the pull-cord. The off-site service shop called us back numerious times on 05-03-08, and stated if they can’t do the TUNE-UP then they will not fix the mower. We told them for the last time fix only the problem or don’t fix it! I received a call back around 5:30 that evening stating the price has just been reduce to $20.00 +. I told them NO way. We have not heard from them since.

    TA Williams
    Richmond, VA

  6. Jefo. says:

    My trail of complaint with SEARS, so far.

    DAY 17–

    SEARS National Customer Relations
    3333 Beverly Road
    Hoffman Estates, IL 60179

    To Whom It May Concern:
    Dear Sir and/or Madam:

    I live in a townhouse condominium development in Alexandria, Virginia. I purchased a Kenmore Model # 75085, 8,000 BTU thru-the wall air conditioner from the local, Landmark Mall Sears store on July 6 for $349.99, for use in my upstairs, home office.

    My salesman was a short, stocky African American man named Rickey. I don’t have his last name as of this writing. I paid an extra $119.99 for a 3-year service contract, and an additional $119.99 for delivery and installation. Delivery and installation was promised for July 9th.

    I was informed that the company doing the installation would be American Home Services (703) 430-8711. I received a call on the 9th to tell me that delivery of the unit to the warehouse was delayed and it was now expected in by the 13th.

    On the 14th, an installer named Mike Dancy, from American Home Services, showed up to do the installation. Mr. Dancy was shown the location for the work, and said that he had figured it was an upstairs room the unit was going into, as he’d done many such installations and knew by the 8,000 BTU size that it was for an upstairs room. (Downstairs is wired for and uses 12,000 BTU units).

    He had no ladder, though, strangely, and thus could not install the unit properly. He would be unable to seal the outside of the unit to the thru-the-wall metal sleeve, which holds the current (dead) AC unit. Mr. Dancy said that it was a simple matter of removing the old unit, inserting the new unit and tilting it with the aid of small wooden blocks to properly assure any condensation runoff, and then sealing the edges of the sleeve holding the unit in place.

    He told me he would return on Sunday, the 20th. He never showed up, and never called on Sunday. Nobody at American Home Services could provide any information or a contact person to explain what was happening. Two opportunities for service, and two misses. Later that evening, Dan Fendlason (sp?) of American Home Services phoned to tell me that another installer would be sent. I told him that I was very disappointed with their lack of service, the seeming disinterest and “So what” attitude I encountered.

    “I don’t think I’m being unreasonable to expect someone to step forth and say ‘We screwed up; we’re sorry, and here’s how we’re going to make you happy.’ I’m hoping that someone in your company’s word and reputation are important enough to them that they’ll stand up and make this right. Whom should I talk to?”
    “That’s me,” said Fendlason. “I’ve been doing business for twenty years, and my reputation is important to me.”

    “All right, then. Let’s get this done, can we? Who are you sending, and will he have a ladder?” I asked. Fendlason assured me that an installer named Ishmael would come out and take care of everything. I told him I expected at least a 50% rebate on the installation charge, as he’d left me hanging twice-causing me to miss work, wasting my time, and so on. He agreed that this was certainly fair, considering the inconvenience.

    Meanwhile, I phoned my salesman, Rickey, at Sears. This was again on the 20th. He expressed bafflement at Mike Dancy’s lack of preparedness and lack of response, and told me that Mike was one of the longest-serving installers he knew of, and was supposed to be an expert. I asked if there were other contractors that Sears used, as I was beginning to grow a bit leery of American Home Services. Rickey said there were, but that that decision was not one that was made by him.

    The morning of the 22nd, Tuesday-now 16 days after my purchase- Ishmael the installer from American Home services shows up. “Hello, I am from American Home Services. You have an air conditioner that needs to be installed?” he asked. “Yes”, I said. We stared at each other for a few moments. “Where is it?” he asked me…

    I phoned Dan Fendlason, who didn’t seem to know who I was and required my phone number to locate my file. He then told me someone would be out with the unit “in fifteen minutes”. Meanwhile, I showed Ishmael where the unit needs to be installed.

    He promptly tells me that it *cannot* be installed without first removing the existing thru-the-wall sleeve and widening the opening to install another sleeve that comes with the new unit. He explains that only this way will the installation be secure, as Mike Dancy’s method would fail to properly cover the back of the unit, leaving the coils and condenser (or some such works) exposed to the elements, rendering the whole thing impractical and dangerous.

    A half hour later, Mike Dancy, himself, drives up, offloads the unit onto Ishmael’s truck, and promptly leaves. There is no opportunity for me to have them consult to determine which version of the installation instructions is correct, and now I am faced with possibly having to have someone make a large(r) hole in my wall.

    Another call to Dan Fendlason! Ishmael speaks with him, and explains the alleged installation requirements to him. I speak to Fendlason, which yields no helpful information at all. “What’s the story, here, Dan? Do you know what needs to be done? ” I ask him.

    “No. I don’t have any personal experience with the installations,” he tells me. “It looks like you’ll need to have a new sleeve put in…”

    “Oh, for God’s sake! What’s going on? I’m incredibly disappointed with this. I’m really pissed off, here. Aren’t the people you hire supposed to know how to do this stuff? You made a point of telling me you’ve been doing business for twenty years; can’t you guys even agree on installation? Can’t you all get your stories straight?” I asked.

    “My story’s straight. As far as I’m concerned, at this point, we can return the thing to Sears and you can just get someone else to help you” was his response.

    I believe I blurted out a profanity, out of sheer shock. I hung up. Ishmael took the air conditioner away. I can’t install it myself, obviously, lest I void my service agreement.

    I phoned Rickey, at Sears, Landmark, who apologized profusely.

    “I’m terribly sorry. I appreciate your attitude, and the patience you’ve shown,” he said. “You’ve certainly put up with far more than any reasonable person should.”
    “I think I’ve been more than patient, here,” I told him. “I’ve been trying and trying to make this happen, and every attempt I make to get it done– to get someone to follow through and make some kind of noises like they even CARE– is met with indifference and hostility. All I want is someone to install this thing the right way-and two people from the same company can’t agree on how it should be done, and the owner doesn’t know or care! What am I going to do? Who’s going to help me? I’ll tell you one thing– someone’s going to have to eat the coast of this installation, and it’s certainly not going to be me. Somebody needs to make a customer service decision and do the right thing and help me out. Who else does installations for you? This outfit can’t possibly be the only one…”

    He said he’d look into it; that installation assignment decisions come thru some office in Winter Park, Florida. He makes calls to them, he said, but he never talks to the same person, and he gave the impression that it was all a hopeless muddle and entirely beyond his ability to make shed any light on it or even provide me with a simple name or number to call. He suggested maybe someone at “Brand Central” or “One Source Customer Service”-neither outfit am I familiar with– could help. I gather they’re somehow allied with Sears?

    How someone in Florida will have some effect on a local situation was never really made clear, but in all fairness, Rickey did seem concerned and agreed that Sears should definitely make an accommodation regarding the disastrous episodes that has constituted my Home Service so far.

    He said he’d speak with Michael Thomas, who is the Landmark Mall Sears Appliance Manager, I gather…? and try to be sure the installation was done soon-and agreed that at this point it ought to be free.

    “You’ve been trying to help me; I really believe that, Rickey, but it’s apparent I need to go to someone else. Nothing you’ve been able to do has made a difference, yet.” I asked for his boss’s name and number; I asked who the overall store manager was.

    “His name’s Curtis. I don’t know his last name. Just ask for Curtis, the store manager.” He said. I have had repeated difficulty trying to get thru the Landmark store’s switchboard. It took me five tries just to reach Rickey, and when I mentioned to Rickey how miserable the store’s phone system was, he said. “Oh, don’t I know it! Tell that to corporate! They don’t want to hear it from us…!”

    All along I kept saying: “Someone, somewhere, can surely pick up a phone and make a simple decision to make something happen. Somebody has the ability to make a simple, executive-level type decision and set this right. How hard can it be to find my way to a live, human being who’ll listen and help me out?” I’ve had no real answer so far. This is surreal…

    Several hours passed, and I heard nothing. I tried phoning a number on my sales receipt and had a long conversation with a young woman named Evelyn, in Winter Park, Florida. She listened, commiserated with me, and was able to tell me in just a couple of minutes that my installation has been handed off to a different company: Quality Kitchen And Appliance, in Gaithersburg, Maryland. She gave me a phone number for them, and told me she’d call me and them to follow up, tomorrow, to be sure someone contacted me and made arrangements to do the installation. She said she phoned and left a message for them and emailed them! God bless Evelyn!

    An hour later, Rickey called, with the same information. He also told me that Michael Thomas, the Appliance Manager at Landmark, tells him that a free install is quite out of the question. Michael Thomas didn’t even bother to call and discuss it with me.

    Excerpts from the SEARS HOLDINGS corporate website:
    Our Vision:
    “Sears Holdings is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships.”

    Our Mission:
    • Build customer relationships…

    Our Pace:
    • Fast
    • Effective
    • Focused…

    Our Values:
    HOW WE LEAD
    • Focus on the customer…

    HOW WE WORK TOGETHER:
    • Teamwork
    • Integrity
    • Accountability
    • Coaching for execution
    • Positive energy
    • Recognition through results…

    It’s 84 degrees in the room where the air conditioner still needs to be installed, as I sit here writing to you. I’m sweating profusely in the disgusting, D/C area summer heat and humidity, and I have to pause to wipe my glasses every few minutes to see my monitor properly.

    I have spoken with a woman at the National Customer Service office, today, July 23, who informs me that she needs to speak with the Landmark Sears store manager- Curtis (Waring is his last name, apparently) and see if Curtis is inclined to do anything for me. I had hoped that someone in a more senior position could expedite this, but according to the Customer Service rep, I’ve pretty much run out of options by contacting her; I’ve hit a wall, and she cannot (will not) give me the name of her direct supervisor or anyone else to speak to about this, nor will she direct me anywhere else for relief.

    “It may take 24 to 72 hours for us to contact him and get information” she said.

    “The store is 10 minutes from my home. Are you kidding me…? I could WALK there and talk to this guy– if he’ll come out of his office. I can’t get him on the phone.”

    “That’s all I can tell you…”

    So far, the only people at Sears going to bat for me in this situation are a single, floor-level salesman and some kindly switchboard operator in Florida.

    Your website copy certainly talks a good game; can you show me that you live up to it? Who’s going to improve my life, focus on me, and build an effective and trusting relationship? Is anybody else interested in providing me with quality service or a solution to my problem? Is customer service and accountability totally dead? Will someone help me, or should I just pay my money, shut up, sit meekly and hope for the best?

    I look forward to some speedy resoulution to this.

    Sincerely, etc., etc…

  7. YasirHarujakian says:

    I purchased my water softener in 2000. It has worked like a charm until
    this morning. My water hoses have all clogged up to the point of no water,
    toilets- no water, and so on. I have bypassed the water softener and have
    unclogged most toilets and faucets. Yellow water full of tiny clear beads
    have poured out of all hoses, toilets and faucets. I called the 800 number
    on my manual to be argued with about the color of the beads and water. I
    don’t care what color they think it is supposed to be (brown). So what! I
    have a leak in the water softener putting these resin beads in my water line
    throughout my house. I do not live where Sears or anyone else for that
    matter can come work on it. I live 2 hours away from any major town. I was
    just trying to confirm that there must be a leak somewhere inside the resin
    tank allowing these beads into my water line. My hot water heater is the
    first thing it goes to. See where I am going with this? Anyway, I have
    been a huge Sears appliance person until now. In the past, I have been
    talked to, in person and on the phone, like I was stupid regarding my
    Craftsman Lawn Tractor at Sears in Brownwood, Texas. Because of this, I
    purchase parts online and fix it myself. I have had it for 10 years and
    replaced just about everything on it and the mower. I did not purchase it
    from Brownwood. These people and the one I talked to on the phone today
    have caused me to decide to not purchase Sears products any longer. Since I
    would have to deal with them for help, I don’t appreciate being argued with
    and treated as if I am bothering them. I don’t call unless I need help and
    cannot fix the problem myself. I have heard the same things from others. I
    have now purchased a John Deer Lawn Tractor and don’t like it near as much
    as my Craftsman, but the people are very kind and if I have a problem, they
    are very helpful. Now I am searching for a different brand of water
    softener. I just wanted someone to know why Sears isn’t getting as much
    business as it used to.

    Kathryn Smith

    San Saba, TX

    325-372-3957

    klsmith@centex.net

  8. Anonymous says:

    We live 40 miles from the nearest Sears, and loaded up the family to purchase an LCD tv that was advertised in the black friday ads. When we arrived we asked a salesman if we could purchase the unit and he informed us that they don’t have them in stock, nor will they ever be in stock. Apparently they will only order one and cannot provide a ship date. We decided to purchase another unit and asked for it. The only one they had was the floor model and it could not be sold. The salesman then told us that because of demand, Sony refused to let them order more. Needless to say, we are going to spend our thousands elsewhere and have shreded our Sears card. Nice way to lure people into the store.

  9. Anonymous says:

    Get to the story, sears had a saturday sale on hydralics jacks.
    So of course every store is out of them. So I order one. I remembered that We have a large k-mart store in Kenton, Ohio.
    So I thought since sears & k-mart merged & k-mart has the jack that Sears advertisied I could get it there. k-mart even told me I could use my sears credit card to buy the jack BUT I would have to pay there price. _Sale price $49.00 , k-mart price $84.00
    I would like to know the reasoning of k-mart carrying sears products & advertising BUT not HONORING there sales

  10. Anonymous says:

    I have a Sears side-by-side refrigerator freezer bought in 2002. Up to this time, I have been very satisfied w/Sears appliances and have always bought them. But this will be the last of Sears appliances in my home. I have had to replace the compressor two times and this last visit when the ice maker no longer work, one repair person came and said it was fixed, NOT. Then another was sent three days later and he said it was not the ice makes, but that the freezer was only at 22 and should be -5. There was a leak inside the box, therefore, it was impossible to get any ice. He wanted Sears to replace the appliance, but they said NO. He had to order four new parts, for which I’m still waiting and it will take over three hours to have installed. It is Christmas and I have company arriving next week so that just increases my frustration. I have spoken to SearsCustomer Service for MD to no avail. I will be writing the CEO, if I can find an address, name, etc. but I don’t hold out much hope. In this era of retailers losing customers, you would think that Sears would do everything to not lose even one. Customer, Frustrated and Disgusted

  11. Anonymous says:

    I am not unlike many of you. We bought a Craftsman lawn tractor with lawn mower and snowblower from Sears. We also bought the extended warranty. The first year we had the lawn mower, it was broke down and waiting for parts for two weeks. Luckily, the first year we had the snowblower, we did not receive much snow and didn’t have to use it. Of course, this winter has been different. The snowblower has now been unable to be used for over the last 4 weeks. It took 1 week before anyone could come out. Then it took 2 weeks before the parts were delivered. Two days ago, the repairman came out to install the parts. Go figure, the other repairman that ordered the parts ordered the wrong belt. The new repairman told us that if we could find a belt we could install it and that he would get the correct belt ordered for us. He said it would be in the next week (even though there was another snow storm forcasted for the next day). We told him that should not be our responsibility and that we shouldn’t have to pay for it. He said he would get at the shop to see if they had one and call around town. Two hours later he called us back and stated he couldn’t find one. When we called the parts department, they told us they would put a rush on the belt but were pretty sure it wouldn’t get here any sooner. Funny thing is, I could drive to the parts center in Minnesota and back home in less than 24 hours, so I don’t understand why it takes them a week. My husband then called around and found that a belt was coming in the next day.

    In the month of December we received 29.5 inches of snow. Most days the temperatures have been below zero. We have a 500 foot driveway that we have had to shovel by hand. No one at Sears seems to care. I guess we just have extra money to through away on a snowblower and extended warranty that don’t mean anything.

    Well last night we got 8 more inches of snow. My husband went out to blow snow and of course the belt broke again. Obviously there is something else wrong with the snow blower. I tried to call Sears to schedule another appointment and explain what happened. I was told the earliest they can get out is next Friday (still one full week away). That is only to come out and look at it, not fix it.

  12. Anonymous says:

    I have a 5 month old Sears front load washer that stopped working. I called12/24/08, scheduled a repair person as early as possible which was 1/6/09. On 1/6/09 the repairman came and even though he had the “error code”, he did not have the parts. A new appointment was scheduled for 1/15/09 but I have to call and confirm that the part has arrived. Well, the part was due 1/9/09 and hasn’t arrived and wish me luck on hold with customer service. My last call to them was 14 minutes on hold and then the agent hung up on me. I have made my last purchase at Sears. A 5 month old washer should not break down and it should not take 3+ weeks to get it fixed if it does. I think its time for complaints to be broadcast to the world on You Tube. These companies like Sears that just want to sell junk and not stand behind them need to be shown for what they are. It’s no small wonder that U.S. companies are in the tank considering the quality of the products they produce.

  13. Anonymous says:

    I have had many customer service issues with Sears and their extended service plans. Everytime I encounter an issue with my appliance, I am told at least a week before they can come out and repair it. Then I am given a range of time for when they will be out. If you are lucky they MIGHT show up during the scheduled time, but they NEVER have came and brought the part needed to repair my appliance. Why do we as consumer allow them to treat us this way?? We should stop purchasing anything from companies that do not care about the inconveniences they cause us. Without customers companies can NOT continue. So I have decided that each company will get 2 chances to prove the want my business and if I am not treated with respect and gratitude from them, some company some where will get my business. We as a country are all about finding the best price, but you get what you pay for. It is worth paying 10% more if you get good service. Sorry Sears, but I found someone else who wants my business.

  14. Anonymous says:

    I have always used Sears products – until now – Purchased a water heater from Sears 11/8/06 – had the service dept. here three times in the first three months. Then beginning in November, 2008, we had the same problem with the water heater as previously, called sears couldnt come out to service the heater for 3 days – I made the appt. and took off work (8-noon) – they never showed up and I called – they said they had moved my appt. to 1-5 – no call – and I now had to take all day off work. 17 days later, same problem with water heater – called service and they came out within a day told me we should consider re-installing the water heater on an elevated base (sears did the install originally)…2 months pass, and the same problem occurs. On January 13th I called sears service – I had to give my name, address and phone EVERY time they transferred my call – which was often. No repair person available until 1/15. I set the appointment – another 2 days without hot water. Well, the repairman didn’t show up. I made 4 calls checking on the service person – was told he was on his way – still coming – then during the last call they said ‘Sorry, the dispatch center is closed, but we can set you another appointment for January 20th”!!!! They miss the appointment, again, I take off work, and now after two days without hot water, I am told I will have to wait another 5 days without hot water! There is no one to talk with. No one can help with a problem – they read from a script…thank you for being a valued sears customer….thank you for doing business with sears….It appears I will have to buy a new heater and stop doing business with Sears/K-mart. This is sad since Sears was once a great company to do business with!

  15. Giorgio Guglielmo Antonio Leggere says:

    My mom purchased an A/C unit and has been brought to the point of tears, we paid for one product, got another, DEARS IS HORRIBLE AND I HOPE THEY FAIL AS A COMPANY if they did fail it would be a favor to man kind!!!!!!!!!!!!!!!!!!

  16. LaVona Grissinger says:

    RIGHT NOW I AM INCREDIBILLY PISSED OFF WITH SEARS AND HOW THEY DON’T SEEM TO CARE ABOUT THEIR CUSTOMERS AND GETTING OUR TV BACK TO US. THIS STARTED WAY BACK IN THE FIRST WEEK IN DECEMBER. OUR 50 INCH SAMSUNG TV WENT ON THE BLINK AND CALLED SEARS BECAUSE WE BOUGHT IT THERE AND ALSO AN MAINTENANCE AGREEMENT. WELL BY THE TIME THIS GETS RESOLVED THE MAINT. AGREEMENT WILL PROBABLY BE EXPIRED. IT TOOK ME DAYS TO GET SOMEONE TO CALL ME BACK AND THEN A SERVICE MAN CAME AND PICKEP UP OUR TV AND NOW IT IS FEB 4 AND NO TV AND NO ONE SEEMS TO KNOW WHERE THE HELLLLLLLLLLLLLLLL THE PART IS. WHAT CAN I DO, I WILL BE CALLING THE LOCAL TV STATION HERE SHORTLY. I HAVE A # FOR THE CEO’S OF SEARS AND WILL TRY THAT NEXT AND THEN THE TV STATION.

  17. Anonymous says:

    I have also had numerous problems with Sears. A few weeks ago they had a tool set on sale that had a ratchet in it that my husband wanted to look at. We couldn’t find anyone, so we had someone paged, 10 min. later someone showed up. My husband asked if he could look at the ratchet in the set, (the case had a zip tie on it) the clerk said well sir no, I can’t open that, that tie is a security issue it keeps people from stealing. My husband said can’t you just put another one on it. The clerk said no and said it is to keep thieves out of it!! It was a ZIP TIE!!! We haven’t been back to Sears until today. Big mistake again! They had jeans on sale and the kids needed some. While we were shopping there was a PA announcement that said there was an additional 40% off of womens and mens clearance prices. Well how great was that, so I bought one more pair that planned. When we got to the counter, it was NOT 40% off of mens. Okay whatever, they still need jeans. Went to put this on my Sears Plus Credit card, the one I use for everything at Sears, and the lady says, you can’t use that card, it is for large purchases only. I said what!? I just used this to buy the kids school clothes in Sept. I told her to forget it and began to leave. My husband asked to talk to the store manager and we might as well have been talking to a brick wall!! It will be a LONG time or at all before I go back to Sears!! I have spent THOUSANDS of dollars at this store and they have treated us like a common criminal!!

  18. Anonymous says:

    I had a recent boiler instalation in my home in Maine – rural Maine – and my experience with a simple problem has been mind boggling. The furnace was installed in July 2008 – my first problem (which I solved since the service aspect was not available for an immediate and necessary solution) was in October 2008 – second problem ( first still not resolved) was a malfunctioning thermostat installed as part of the July installation, occurred on 12/04/2008. Original people who sold and arranged for installation no longer work for Sears. Promises are made and I am at present waiting for another promised call. If this doesn’t work I am at wit’s end as to where to go with my complaint.
    I have gone on to your web site and found the list of complaints about how Sear’s mishandles same is excessive but a good read for anyone who would want to use it as a decision making device before any Sear’s purchase. I wonder if an ad in the paper would make people aware!
    I also wonder if it is read by any of your executive officers or if customer service is a phrase without content.

  19. Anonymous says:

    I originally came to this site to find out where I could send a formal complaint to the Sears Executives about their unprofessional “warranty telemarketers”. After reading all these horror stories I got to say, Lucky I Live in Hawaii. The Sears and Service Department here in Hawaii is awesome. Sears needs to go back to their roots, it’s greed that got us in this economic crunch. As for these telemarketers, if they can’t take the response they get to their questions, they are in the wrong career and shouldn’t be playing these childist “harrassement” phone games. You know who you are!

  20. Anonymous says:

    I purchased a Sears Kenmore front load washer/dryer in February 2008. February 2009 the dryer dies. I have an extended warranty and called repair. I’m told it will take 2+ weeks before someone can come and look at it. I wait the 2 weeks. Someone comes, replaces a fuse and leaves. The dryer dies again. Sears calls the repairman to come back. He replaces the fuse again. Tells us the problem is the dryer vent which needs cleaning. My son-in-law crawls under the outside deck and spends one hour cleaning the vents. He turns the dryer on and it dies. I call Sears to let them know the dryer is not “fixed.” They tell me I have to wait 2 more weeks before another repairman can come out. After talking to everyone and their mother at Sears, their offer was to have someone come and pick up the new dryer and have me “lease” a used dryer while I wait for them to fix it???? I escalate and ask for a supervisor whose name sounded like Luz. When he tells me there are no “emergency” provisions in their repair schedule to allow someone to come out and fix my dryer, I ask him to spell his name for the letter I’m writing to the Executives at Sears, he spells J O N E S!!! I will never, ever, buy another Sears product. As of this date, I have not had my dryer repaired.

  21. Anonymous says:

    We knew better than to purchase Sears appliances because they have no customer service. They expect you to be home 8-5 all day waiting. If you called your doctors office and was told you would have to wait 9 hours you would go somewhere else. We did purchase a water softerner. Salt water leaked everywhere. The first “service” person said it was installed wrong. I got out the manual and had to read it to him. He couldn’t read! It was installed exactly as instructed. The second person sent out a week later didn’t know what to do with it. The third person a week later took one look at it and said the factory didn’t seat the o-rings and had it fixed in one minute. Three days off work now. The timer has gone out and I told them to send a service person out with a timer. He didn’t have one and the cover plate was rusted. They sent the timer UPS but not the cover plate. Waiting all day again from 8-5 and was told the service person would call before he showed up. Still waiting. Sears has no customer service. Will never buy any major purchase from sears again – ever. And will tell everyone not to purchase from Sears.

  22. Anonymous says:

    My wife an I purchased a Kenmore refrigerator #253.74879401 on 11-22-04 (I remember the day well, as my wife had gone into false labor that evening). on 3-15-09, the fridge started showing signs of failure. Over the course of the next several days, all of our food started spoiling & the temperature began to rise. By 3-19-09, the freezer was at a cool -10F, but the fridge compartment rose to a ‘bustlin’ 58F.

    We called the repair department, warranty in hand, and was told that a repairman would out by 3-25-09; however, since we were “out of warranty” we would need to provide a credit card number for parts and labor. I quoted the warranty, which states “For five years from the date of purchase… Sears will repair the sealed system (consisting of refrigerant, connecting tube, and compressor motor), free of charge…”. The service rep informed me that this was incorrect and that the unit had only a one-year warranty. As an offset, I was offered the parts for free & would only be responsible for labor. Again, I quoted the warranty (it’s really not rocket science). The service rep then responded that I would need to show the warranty to the repairman when he arrived & that if I could not provide proof of warranty, I would be charged for parts and labor – clearly, I hit a nerve.

    So, here I sit – it’s 5:25PM on 3-25-09, without a working fridge. I called Sears 20 minutes ago & they told me the repairman would be out by 5:00PM (perhaps my clock is wrong). They offered to have the repairman paged as a convenience (which they did) and that he would call me (which he did) to inform me of his status. He’s on the way now (and not at all pleased that I called the repair center). It’s a 30 minute drive from his current location, sans traffic (it’s rush hour in Northern VA, so this could take a while).

    I can’t help but think of the roast that went bad… the milk, the cheese, the coldcuts… the service. I’ve always enjoyed doing business with Sears, but lately, no so much. I’m looking at the windows they installed 2 years ago & the fact that they don’t seal like they should – nor do they keep the cold out (my old windows were just as drafty & 100% cheaper – they came with the house). The siding, also 2 years old, is buckled at a few places: namely, the front of the house & the back of the house.

    I finally understand their new motto, “Life. Well spent.” I’ll be paying for misjudging their level of service for many, many years to come.

  23. Anonymous says:

    I bought a central Vacuum ,had nothing but problems in warranty and out ,now 3 years old ,and sears said your out of luck,I have a 800.00 paper weight.The part that really burns me ,is that the beater bar said self adjusting ,and it isnt,and doesnt work soooo wrong

  24. Anonymous says:

    I will NEVER purchase another THING from Sears…EVER!!!
    I have a Neptune “front-load style top-load washer”, that cost me a whopping $1090.00 four years ago. I have had multiple issues with this washer, various parts being replaced, etc. After researching these washers, I’ve found a myriad of class-action suits against Sears/Kenmore, specifically for these washers. As of today, April 3rd, I have been without a washer for 28 DAYS!! I was told by their parts department that the part the service technician is waiting for to fix my washer is on backorder until MAY! Absolutely stunning and unbelievable. I am supposed to be washer-less for more that TWO MONTHS. My mother has a crappy 10 year old $200 washer that still works like a charm…obviously she didn’t buy it at Sears. I will never ever ever buy another thing from Sears. I simply cannot support a company with no quality control and an obvious lack of concern for their so called “premier customers”. Sears SUCKS!!

  25. Anonymous says:

    I have been dealing with a useless dryer from Sears since Jan 2009 – 2 repairs and 4 months later they decide to allow me to upgrade and spend an extra $450! How nice of them!! They first deliver the electric version of the gas dryer that I order – a wasted two hour delivery window of my life! The following week they don’t show up during the two hour delivery window! Did I mention I took time out of my life to wait for this dreadful company!!??! Did I also mention the countless hours of time spent on hold with this waste of a space company?! They are sending me a $100 gift card for the inconvenience – rest assured it will be used as a re-gift because pigs will fly before I shop at Sears again! And did anyone else get the recording that says – “due to heavy call volume” umm hello Sears- 3.5 million people are out of a job – I am sure you can find more people to hire to answer your phones in a more timely fashion! I hope your stock plummets! and you don’t get any bailout money! you suck!!

  26. Kandice Stone says:

    i am writing this letter to the company: (it has been edited a little for wording)

    Dear Sir or Madam,

    I am writing you a letter to let you know how I feel after visiting your store.

    I wanted to get my daughter’s Easter pictures done so I went to the Sears studio at the Asheville Mall in Asheville , North Carolina . I have multiple complaints about my experience so its hard to know where to begin.

    So we walked into the studio area and after waiting for 30 minutes for someone to even acknowledge that we were there, they finally set up an appointment for an hour later.

    This was not a problem so we came back at the appointed time.

    We were still not seen for another 45 min to an hour after the appointed time.

    Multiple times one of the people working in the studio would come out and (very nicely) explain they were behind.

    Without an apology though.

    After finally getting in to the session, the woman (Kristin) was very nice, took great pics and handled my 3 year old very well. She was very likable and I felt bad that she felt so rushed. She took 8 pics of my daughter and hustled us out for her next session. She did, however, give us a slip for 2 free sheets for our package, which was much appreciated.

    This is not the end of the bad experience though. We had to wait (and I am not exaggerating) 1 and a half more hours–until there was barely enough time for us pick out and screen our photos before they closed.

    The man who showed us our pics did not say he was sorry we had to wait either. He was very friendly and chatty, but did not seem bothered by the fact that we had just spent 5 hours on these pics which were already costing us $150.

    I did receive the CD with the photos on them; I took that home and of course wanted to show my family. I opened the photos and at first they looked wonderful, the photographer did a great job.

    But then I realized there were some problems there as well.

    Two of the photos had props in them that were damaged, dirty and badly marked.

    The mirror had terrible scratches and marks on it which showed in the pictures. One scratch actually covers part of my daughter’s image.

    The stairs had black smudges and nicks, making them look dirty and distracting.

    I did not notice as the photos were being taken, but am very disappointed that this is the case. I may be wrong but I am pretty sure these things will not be edited out of the prints.

    It seems that there is a shortage of staff at this facility, and hiring a cleaning person would not be a bad idea.

    Having a customer service person to run the front counter, so that the photographers can concentrate on their work instead of running back and forth, would be a good idea as well.

    I will be receiving the prints this Friday, the same day as a lot of other people.

    I am feeling apprehensive and anxious thinking about it, which I feel is unnecessary about picking up pictures of my daughter. I feel that if there are any mix-ups, problems with the prints, or anymore unreasonably long waits, I will have a major complaint and expect compensation. I am missing hours at work to pick up pictures that should be professional.

    As I am not usually such a picky person in terms of customer service expectations, I was very surprised at the multiple problems I had experienced throughout this whole process. I am disappointed and will be more so if these photos turn out to be not what I paid for.

    Thank you for your time and prompt response.

    Please contact me with any questions at my work-

  27. Anonymous says:

    just left the local sears was treated to a show by a crazy sales person. asked if they had the bowflex in stock I was told 2 of every thing was in stock. I asked I don’t have to special order it was told no . walked halfway accross the store back to the fitness dept was told you got to special order it. I made the comment I ased that on the other side of the store . This guy started jumping up and down and screaming at me and mywife that he didn’t have to tak crap from disrespectful customers.he scared the daylights out of my wife . then came the manager who wasn’t the manager at all who said nothing would be done to the guy she said if I complained online to sears it would just come back to them. the operator on customer service was nice took the report and suggested I contact corporate gave me the number and address. don’t know what the guy was on or the manager but it must be good. my credit card which I paid off last month now lies in hundreds of oieces . if I want crappy service now I’ll just go to sam’s or wall mart Wall1

  28. Anonymous says:

    I find Sears Midnight Madness emails totally worthless. The emails usually come late and when desired items or deals can’t be ordered, you end up losing the 5%-10% discount because there is no one who will answer the phone to give you on line assistance. The next business day when customer service does answer and helps you with the online site order, they tell you it’s too late to apply the 5-10% discount because it ended at 6AM that morning….DUH! So I got hosed out of a $95.00 discount on a big package item with a ‘sorry’! (and customer service even had difficulty with ordering the items to the tune of 55 minutes ‘helping me’)
    Thanks Sears! You should have bent over backwards to apply the discount.

  29. Anonymous says:

    Sears service is terrible. A technician came to my house Friday 4/30 and did not fix my dryer which is Kenmore. When I called to to inform them of this they said they could not come until Wed. am. Then I get a call they can’t come at the assigned time and will have to reschedule to Sat. I was then told I could have a refund on my money and after spending 1 hour and talking to 5 different people I was informed I could not get a refund and will have to wait until Sat. Apparently Sears is not having issues with the economy since they are overbooked and don’t care if they piss off their customers! I will never use them again.

  30. Anonymous says:

    I got ripped by Sears! Bought a new fridge 6 1/2 yrs ago. Broke down on the 4/26. Called for repair got appointment of 4/30, tech was 4 hrs late. Told me fridge had been worked on before, but I bought it new. There was a zip tie, quick fix, attached to the relay that had to be replaced(got pictures). After much complaining, documenting and many phone calls on hold. I threatened legal action and a guy was there in two hours. 12 days without a fridge and the guy shows up only if threatened! Then he said the zip tie fix was standard? I asked him for the part, and he said he had to take it and the zip tie, so it could be disposed of properly, hazard free! How can a zip tie be an environmental hazard,I don’t know. He was rude and very unprofessional, wouldn’t even give us a copy of the invoice. He said it was, “secret inside store stuff”. Yes, those are his exact words! We asked why the relay had gone out, he said it just does. But after 6 1/2 yrs, I think things shouldn’t “just go out”. I’m quite sure I was sold a refurbished product at full price. At least that’s what the first repair tech told me. I have been on the phone over rand over, I just want Sears to do the right thing. Is that too much to expect? I may not get my money back, but I do intend on spreading the word and costing them ten times the business.

  31. Anonymous says:

    Sears has ruined my Mothers Day!! I tried to buy a mower today, and Sears refused to give me the advertised savings of $330. I spoke with the Manager of lawn and garden, and also the Asst. manager of the store. BOTH of them seemed completely ignorant, as to customer relations! I was SHOCKED that i encountered 2 employees, both in Manager positions, who seemed to want to “interpret” their own opinion into the AD!! The Sears Ad CLEARLY stated it included “ALL” and “TOTAL”lawn and garden items over $199., yet both “Managers” stated it didnt include the “used” mower I was trying to purchase!! Sears is very up to date on their wording in ads, and it stated NOWHERE that it excluded used items. “All” and “Total” to me , is pretty self explanetory!! Please correct me if I am wrong. needless to say, This is not over for me, as i feel this is false advertising, and I am Not a satisfied Sears Customer, by no means!!! It is a one time opportunity, for me to purchase this “used” item at the sale price(which ends5-15), and Sears doesnt seem to want to make the sale!! I intend to do what i have to, to make Sears stand behind the sale price of the model number I chose. Since they did not specify it excluded used, but actually stated “ALL”, I feel I am legally right!! And if Sears wants the publ;ic to “use their commom sense, and KNOW the ad meant new only” as the Manager of the store stated to me( did he mean i had no common sense)…then Sears needs to clarify that, or STOP selling “used” items!!!!!!!!!

  32. Anonymous says:

    I’m in the third week of Sears Repair Hell for a leaky top-loading washer. First repair call resulted in replacement of the triple-port fabric softener/bleach dispenser, which put an end to that leak. Within an hour after the service tech left, the washer began leaking from the detergent dispenser in the other corner of the washer with my first load of laundry. A call to 1-800-4MY-HOME and an angry request to speak with a supervisor led to my being told my request had been placed on an “emergency” basis and someone from Dispatch would call me that day. After three hours and no return call, I called back, only to be told by the 1-800-4MY-HOME folks, “Oh, no, we never do that; the next service appointment we have for you is next week.” Ready to tear my hair out, and with two weeks’ worth of laundry, I gave up and headed for the laundromat. The service tech did arrive “next week” to find he had broken the detergent dispenser when he had the washer apart on his previous visit. At one point he actually had the nerve to suggest perhaps the pressure of the water gently flowing into the detergent port might have done this. Naturally, the part he needed was not on his truck and had to be ordered. This resulted in my being told (again), “I’m placing an emergency repair call for Saturday before 9 AM. My supervisor will call you to confirm” (this was a Wednesday). The part arrived the very next day; the call from the supervisor? Still waiting. This morning, a Monday, the service tech returned, seemingly disgruntled that his boss hadn’t called me and clearly annoyed when I told him I didn’t expect he would; I repeated the “oh, no, we don’t do that” line his own 1-800-4MY-HOME people dispense. He replaced the detergent dispenser (source of leak #2) and left. Within an hour, during the first load of laundry, water began running out onto the floor. But not from either leak that had, so far, been repaired. No. This was from an entirely new location, which I noticed when I saw a pool of water BEHIND the washer now, splashing up onto the side of the machine. Another call to the never-helpful 1-800-4MY-HOME folks, another series of ridiculous canned responses, another demand to speak to a supervisor. Eventually someone (a supervisor? the person on the next phone? the cleaning person?) came on the line to tell me my complaint had been noted and my call routed directly to Dispatch and my service tech, who would call me and come back today. Right. I sit here now, almost two hours later, waiting to see if and when I get that promised call. Any bets? And I thought Comcast was bad. Kenmore? Never again.

  33. Anonymous says:

    I purchased 80000 michelin tires with road hazard from sears. One blew out the side wall this weekend when I ran over a screw. These tires had been taken care of and only had 35000 miles on them. To my surprise when they “gauged”the tire they said I had used 60% of the tread and that I would get around $16 off the new tire as a adjustment for my road hazard. The new tire ended up costing more than the orginal. After arguing with the service manager and store manager I decided I would contact corporate headquarters and come apond this when looking for numbers to call. After reading all this nonsense I believe I’ll just do my business else where and to hell with Sears and Rareback. Sears you got me this time but not again.

  34. Anonymous says:

    Wow the problems we are having getting a tiller fixed. Called Sears and ended up overseas with some one who did not speak good english and was told I could set up an appt and someone would come to my house and fix it. Days later I call back to set up appt and ended up back in Taiwan and was told I would have to take tller to the store for repair, they would send it out from there. We take to the store and explain its my sons tiller they insist on looking his name up to see if its under warranty which we knew it wasn’t. Told them we wanted the charges to go to us and to call us with the information. Wait two weeks and call back to find out what is going on and end up overseas again to be told it was dropped off at the store and ready to pick up (nobody called us) went down there to find out it was not fixed. Was told someone should have come to the house to fix it, so when we took to the store and they took to repair place they refused it and sent it back un fixed. Come to find out the gentleman at the store also did not put our information on the slip but my sons so my son was getting calls from an unknown number(did not say Sears)and was ignoring them. Any way I talked to the manager who assured me she would get someone to come to the store and look at for us. Two weeks or more go by and I call her and see what is going on she proceeds to tell me nobody has been there to look at it and she would try to get someone there the next week, That is unacceptable customer service. So i mention to her that everything that came in behind ours was getting fixed and 5 weeks later ours is still broke and you tell me another week? I don’t think so. She tells me she will call the District Manager and let me know what they can do and they will waive the service fee. I don’t here back from her but the next day get a call saying it would cost $756.00 to fix it, that is way more than it cost to buy it. I flip out and ask him did you take it apart and see why it does not move and was told “NO” if it does not move we replace the transmission automatically. They don’t have the means to take it apart and look at it and fix it. OMG!! If its just the shear pin or chain needs fixed, why would I buy a new transmission?
    I am so PO’d right now, we are not buying from Sears again the customer service stinks and we are going to take it elsewhere to get fixed.

  35. Anonymous says:

    I’ve been going through HELL with going round and round on a service agreement that they sold me, but WILL NOT SERVICE. Check out Sears item # 02201284000 on http://www.sears.com... they still offer a service agreement for this product, even tho they WILL NOT SERVICE IT in the field.

    I’ve been a sears card holder since 1969, this is the last product I’m buying from them.

    Really folks, time to get your data together and start filing BBB complaints against their corporate office:

    BBB of Chicago and Northern Illinois
    Business Info: Sears Holdings
    3333 Beverly Rd A4-244b
    Hoffman Estates, IL
    800 762-3049

  36. Cherie Broussard says:

    it is 87 degrees in Ruston ,La I purchased a Central Ac from Sears sales person Steve Bryant 02/06 W Extended Service Plan and Warranty. .He conned me we had 3 other bids but said go w Sears w are a million $ company reputable stand behind our product and those other locals companies come and go but you can count on us.I called Wed 11:40 am CST 1800# got a guy in Arizona was told it would Wed the 17th /6 days before they could have someone out.I asked to speak to a supervisor because that was ludicrious the dead of SUMMER W NO AC
    AND WAIT 6 DAYS.I was disconnected in the wait of 15 min on hold.WE have 1 Box fan.I woke up in a drenching bath of my own sweat this am.I called Today 6/12,I spoke w Jenny in California she empathized they all do,said they only had tech Mon and Wed from Arkansas in my areas and it would be the 17th ,I asked to speak to a supervisor got connected w Hailey she wouldn’t tell me where she was only that she has a unit # but she would try to see if she get it moved up.meanwhile from my Cellphone,I called Steve Bry— the sales Rep for Sears on my Receipt ,he answered Was still w them,he told me he had a guy thirty minutes a crew away but that he needed to know from Service repair Dept if they were going to order it to pay before he could send someone over,It’s now 3:43 pm.cst no a/c Steve had me go outside remove breaker at 11:30 am / try that but the unit outside had no movement or sound no fan or motor kicked on.I sent the kid to a friends went to a serene cool place for 2 hours and hoped and prayed they would call me back w good news.my clothes ear soaked we have 1 box fan but can’t afford a hotel or buy more fans that we don’t need ,I called the 888 number spoke to chasity was told they would call me back but no luck at 2:20just got off phone w Depeche he is in TX ,I found a number online for supposedly Illinois Corporate ,it’s NOT!!!!!/I GOT CONNECTED TO DEPECHE IN TEXAS….told him how we were told go w Sears you can count on them,HOW STEVE GOT ON PHONE TOLD MY DAD THE 5,697.52 WAS WELL WORTH IT AND I would be taken care of w the EXTENDED WARRANTY he just Purchased he argued w me about his opinion of Fraud .I finally hung up said if I’m not home when someone calls back try the Hospital I’ll be in there for Cardiac ,

  37. Anonymous says:

    Contacting Crowley helped me. I left a lengthy voicemail on his machine after Sears Customer Solutions and their insurance company Sedwick, refused to help me after my refrigerator caught on fire. It was 3 years old. Sears kept telling me it wasn’t under warranty. I left a lenghty message on Crowley’s machine, polite and pleading but firm. Four days later someone from his office called and asked me what I needed. I asked for replacement costs for the frig, the groceries lost and a cleaning and desmoking service. They paid for all sendimg me checks to make it all better. Thanks to the original post person for giving us that information.

  38. Anonymous says:

    I have bought new appliances from Sears and have not had any problems with them at all, of course I have bought a good quality and not the best price point, when you shop for the best price you do not get the best quality….I have read tons of comlaints on here and haven’t read one where you the consumers have called the store you are dealing with and ask for the store manager, TRy it, YOU will like the RESULTS. Unless you just want to complain about everything online and are addicted to complaining about everything and just don;t want the results that you truly seek.

    • nosearsnomore says:

      @DarleneJibsy: Store manager will get you no where. Been there and done that. Give your appliances time and you will see the end result like so many other people on here. Do think we have extra time and enjoy posting this stuff?

  39. Joe Michael says:

    Hi Mr Lewis-Mr Crowley
    I am wholesaler in CA, Dealing with Sears/Kmart salvage Bulk truk loads for more than 10 years.
    We canot get our requirment from Genco on regular baises?

    1-can we have a dirict contract with ur company ?.
    2-Can we have the name and ph # of new contractor ?.

    Best Regards
    Joe michael
    949-433-3667 cell
    MarinaGeneral@hotmail.com

  40. rbtooluser says:

    I have a chraftman compound miter box,a jointer planer, a tablesaw, plus other craftsman tools.After last week i will never purchas another one.My craftsman router that was used very little came appart while in use.The screws stripped out of the plastic base while in use sending the moter across my arm.The cutting tip missed my upper arm and blood vein by about a quarter inch.There is 22 colling fins on this router,i have 44 cuts on my arm.i took the router to my local sears where it was purchased and the manager told me it was a discontuned model,he said he didnt know who to call if i had a complant,or if the router needed to be recalled.Then the manager tryed to sell me another one!!!!You got to be kidding me?If this was a half inch closer this could have killed me.Ive tried to talk to sears people and nothing has come from it.If this is what sears is about, myself and others will no longer do bussness with you.see you on the unemployment line?

  41. k9rbest3 says:

    In September 2007 I bought a Kenmore Elite top loader and it is October 2009 and it is not working. I purchased the extended warranty which was almost as much as the washer. I called to make a service appointment, almost 2 weeks out. I am patiently waiting for the outcome. Not happy with the customer service at this point….

  42. SearsCares says:

    Dear K9rbest,

    We are sorry to hear about the problems you are experiencing with Sears repair service. I can only imagine the inconvenience it has caused you and your family to have to wait 2 weeks for service. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. At your convenience please contact my office at searscares@searshc.com so we can assist you with resolving this issue. Please provide a contact number and the phone number the washer was purchased under (if different than the contact number) and we will call you at your convenience. In addition, please include the screen name used to post here (k9rbest) so we can reference to your posting.

    Thank you,

    David V.
    Senior Case Manager
    Sears Cares

  43. spconway says:

    I ordered a Bosch Washer and Dryer 500 Vision Series from Sears.com and was told by the order clerk that a Stacking kit was not necessary.

    The washer & dryer was delivered the very next day by Sears Home Delivery. (Good Service) The technician then told me that the stacking kit was needed and the dryer was left setting in my front hallway.

    Called Sears.com and was told that that the kits WTZ1600 or WTZ1601 ware available for next day delivery, but that I would have to pay another $65.00 delivery charge. having already payed for the washer/dryer delivery, I balked at this as Sears had told me a stacking kit wasn’t needed. So, they transferred my call to Sear retail appliances wherein they attempted to find a kit, but had no authority to waive the charge – they said they would call me back.

    Some time later, I got tired of waiting, so I called sears.com back – the next person was quite sympathetic to my dilemma and said she would transfer me to to the parts department where they would send me a kit free of any charge. The parts department couldn’t even find the stacking kit part number, much less send it to me.

    So, I called Sears.com back, and this person said that the kits were available for next day delivery with having to pay the $65.00 delivery fee. so. I asked him several times that I wished to be transferred to a manager or supervisor,and I was transferred to someone in retail appliances again.

    Not willing to give up, I then found a customer service 800 number another person in Pennsylvania and after hearing various other delivery dates as late as December 8 th on the kits, I again asked to be connected to a supervisor.

    Then I spoke to a supervisor in Indiana who tole me that she saw that either the WTX1600 or WTZ1601 we both available and she would place the order for the WTX1600 and charge me the $65.00, but credit back the $65.00 after the order was processed. Seemed reasonable to me as the delivery date was shown as November 25th.

    Come the 25th, having received no call or delivery, I called Sears.com and was told that the order was “In Processing” and they might have the kits in stock at the warehouse on the 28th and please bear with them.

    Come the 28th, having received no call or delivery, I again called Sears.com, and was told, perhaps these could be in-stock on December 4th, so, I told them to cancel the order. They then said, No, there was no way to cancel at this stage of processing, and said that could simply refuse delivery.

    As messed up as this deal has become, I told them they were dead wrong, and I had the right to cancel and non-custom item, as I chose, and again asked for a supervisor,. After talking to two supervisors, the Kit is now canceled – I think! Order reference 107782359.

    Whoever is running Sears.com ought be ashamed and understand that Sears has become a dinosaur, and may become extinct just like them.

    Steve Conway
    spconway@aol.com
    512-466-3314

  44. spconway says:

    I ordered a Bosch Washer and Dryer 500 Vision Series from Sears.com and was told by the order clerk that a Stacking kit was not necessary.

    The washer & dryer was delivered the very next day by Sears Home Delivery. (Good Service) The technician then told me that the stacking kit was needed and the dryer was left setting in my front hallway.

    Called Sears.com and was told that that the kits WTZ1600 or WTZ1601 ware available for next day delivery, but that I would have to pay another $65.00 delivery charge. having already payed for the washer/dryer delivery, I balked at this as Sears had told me a stacking kit wasn’t needed. So, they transferred my call to Sear retail appliances wherein they attempted to find a kit, but had no authority to waive the charge – they said they would call me back.

    Some time later, I got tired of waiting, so I called sears.com back – the next person was quite sympathetic to my dilemma and said she would transfer me to to the parts department where they would send me a kit free of any charge. The parts department couldn’t even find the stacking kit part number, much less send it to me.

    So, I called Sears.com back, and this person said that the kits were available for next day delivery with having to pay the $65.00 delivery fee. so. I asked him several times that I wished to be transferred to a manager or supervisor,and I was transferred to someone in retail appliances again.

    Not willing to give up, I then found a customer service 800 number another person in Pennsylvania and after hearing various other delivery dates as late as December 8 th on the kits, I again asked to be connected to a supervisor.

    Then I spoke to a supervisor in Indiana who tole me that she saw that either the WTX1600 or WTZ1601 we both available and she would place the order for the WTX1600 and charge me the $65.00, but credit back the $65.00 after the order was processed. Seemed reasonable to me as the delivery date was shown as November 25th.

    Come the 25th, having received no call or delivery, I called Sears.com and was told that the order was “In Processing” and they might have the kits in stock at the warehouse on the 28th and please bear with them.

    Come the 28th, having received no call or delivery, I again called Sears.com, and was told, perhaps these could be in-stock on December 4th, so, I told them to cancel the order. They then said, No, there was no way to cancel at this stage of processing, and said that could simply refuse delivery.

    As messed up as this deal has become, I told them they were dead wrong, and I had the right to cancel and non-custom item, as I chose, and again asked for a supervisor,. After talking to two supervisors, the Kit is now canceled – I think! Order reference 107782359.

    Whoever is running Sears.com ought be ashamed and understand that Sears has become a dinosaur, and may become extinct just like them.

    Steve Conway
    spconway@aol.com
    512-466-3314

  45. spconway says:

    I ordered a Bosch Washer and Dryer 500 Vision Series from Sears.com and was told by the order clerk that a Stacking kit was not necessary.

    The washer & dryer was delivered the very next day by Sears Home Delivery. (Good Service) The technician then told me that the stacking kit was needed and the dryer was left setting in my front hallway.

    Called Sears.com and was told that that the kits WTZ1600 or WTZ1601 ware available for next day delivery, but that I would have to pay another $65.00 delivery charge. having already payed for the washer/dryer delivery, I balked at this as Sears had told me a stacking kit wasn’t needed. So, they transferred my call to Sear retail appliances wherein they attempted to find a kit, but had no authority to waive the charge – they said they would call me back.

    Some time later, I got tired of waiting, so I called sears.com back – the next person was quite sympathetic to my dilemma and said she would transfer me to to the parts department where they would send me a kit free of any charge. The parts department couldn’t even find the stacking kit part number, much less send it to me.

    So, I called Sears.com back, and this person said that the kits were available for next day delivery with having to pay the $65.00 delivery fee. so. I asked him several times that I wished to be transferred to a manager or supervisor,and I was transferred to someone in retail appliances again.

    Not willing to give up, I then found a customer service 800 number another person in Pennsylvania and after hearing various other delivery dates as late as December 8 th on the kits, I again asked to be connected to a supervisor.

    Then I spoke to a supervisor in Indiana who tole me that she saw that either the WTX1600 or WTZ1601 we both available and she would place the order for the WTX1600 and charge me the $65.00, but credit back the $65.00 after the order was processed. Seemed reasonable to me as the delivery date was shown as November 25th.

    Come the 25th, having received no call or delivery, I called Sears.com and was told that the order was “In Processing” and they might have the kits in stock at the warehouse on the 28th and please bear with them.

    Come the 28th, having received no call or delivery, I again called Sears.com, and was told, perhaps these could be in-stock on December 4th, so, I told them to cancel the order. They then said, No, there was no way to cancel at this stage of processing, and said that could simply refuse delivery.

    As messed up as this deal has become, I told them they were dead wrong, and I had the right to cancel and non-custom item, as I chose, and again asked for a supervisor,. After talking to two supervisors, the Kit is now canceled – I think! Order reference 107782359.

    Whoever is running Sears.com ought be ashamed and understand that Sears has become a dinosaur, and may become extinct just like them.

    Steve Conway
    spconway@aol.com
    512-466-3314

  46. slburkhart says:

    Ok…here’s the deal. My step daughter is about 7 1-2 mo pregnant. As a baby shower gift, I got her a set of tires. I would drive into a bridge, or something, if something happened to her or my grandson because I didn’t see that she needed a new set of rubber. Anyway, I contacted the Sears store handiest to me, Washington Pa, to check availability of a tire listed on the website. The guy I spoke with was the biggest shyster I have ever encountered! Apparently, it is unreasonable to see what stock is being delivered on the next truck, and I guess that i was a butt head for wanting the tires I wanted. I called another Sears store, Monroeville Pa, and reserved the 3 they had available. Had to get the 4th from the jerk from Washington. Anyway, mounted them today…sort of. 3 went on like a dream. The 4th had a chewed up bead, the inside rim of the tire, and isn’t fit to mount. I contacted Mr. Grumpypants at Washington and he would “see what he could do” come Monday. I guess that customer service, or at least not being put out by doing his job, is way too much to ask. These tires only cost 50 bucks a piece, but to a laid-off student with an expecting step daughter, 50 bucks is 50 bucks. Im sure the good people at the local news affiliates are going to have a field day with this!

  47. Mike0129 says:

    Sears Holdings is still searching for a new CEO since Aylwin B. Lewis left the company in 2007. Other senior executives have also left the company such as the CTO Neil Day– the former CTO of Walmart.com, Mark Good EVP of Home Services, Corwin Yulinsky EVP Customer Strategy, Maureen McGuire CMO, J. Miles Reidy CFO, Craig Monaghan CFO, David McCreight President of its Lands’ End.

  48. Boombadom says:

    Your management numbers don’t work! Why is that. I wanted to tell you that I experienced the rudest sales person I’ve ever encountered at your Sears “outlet” store in Deland, Fl. I went there with the intention of buying a washer and dryer. I found a set, great! The posted prices were incorrect and your sales person was very argumentive with me. She stomped off and threw her notebook down and said “outlets” don’t have to abide by the same rules as a regular store. The posted price would have cost you an additional $100 out of your pocket, so instead of satisfying a consumer, based on your poster prices, you lost a $1700 sale. I may have even went ahead and bought the set if she would have been polite and offered to make a call, etc. But instead, she basically told me to get lost and walked off. Because of he attitude, I did not buy the set. I wouldn’t give her the satisfaction of a sale, and at this point I dont believe I want to give Sears the satisfaction of a sale that large. I’ve worked retail before, you never behave rudely towards a cutomer. Shame on Sears for having employes of this calibur! Linda Williams

  49. vs says:

    Subject: Air Conditioning Service

    Ref #89122270

    Attn: A B Lewis

    Initially I made an appointment with Sears regarding the service of my unit,(i.e. this happened with a week) I rescheduled my appointment for June 8, 2010.between 1:00pm – 5:00pm.
    To my surprise once again the same thing happened again NO SHOW and NO PHONE CALL.

    This happened approximately 2 years ago and IT HAPPENED AGAIN TODAY!

    Our family HAVE BEEN LOYAL FANS OF SEARS FOR A DECADE NOW…..and WE ARE GREATLY DISAPPOINTED AS WE STAYED HOME TODAY TO ACCOMMODATE THE APPOINTMENT.

    In reviewing posted comments I realize there are thousands of complaints about SEARS.
    I honestly found the numbers alarming as a consumer …what does this lead you to think?

    The bottom line is will SEARS service my air conditioning?

    Customer Service is the key to a longevity and survival of business in todays global economy.

    Is there a montly revue of unserviced calls with lost revenue?…as the President I would be concerned ….what about investors?

    Poughkeepsie, NY

  50. Kenneth Fiel says:

    I had a problem with a Sears in Muskogee OK. and was being given one story by customer service and another by the store manager. I was ready to go to court when I discovered the Sears Customer Service Escalation team. WOW now that’sthe way I remember C.S. being. Color me impressed! They took a lost cause(me ever shopping anything Sears related again) and regained my trust . If you’ve exhausted all other means give them a try. I have no reason to doubt you will see a resolution post haste. Ken Fiel Wagoner OK.

  51. Kenneth Fiel says:

    Sears Customer Service Escalation Team 1-800-573-8431 Give them a chance you won’t be sorry!

  52. CSAdvocates says:

    Sears is actually so big that sometimes their messaging gets confused within the org. I had a client who happens to be a senior citizen who needed a quote for their A/C systems. She was getting 3 quotes and would be choosing from there. When the Sears rep. got to her house – he insisted that she immediately make a payment for the unit – before she even decided what company she was going with. Initially, the order takers for this quote kept repeating that this was a free estimate (at least 3-4 times). Once we drilled more into the situation – we discovered that the estimate is never free and that they need to message this to their order takers – who sounded like they were very much reading a script. Very impersonal and extremely misleading. Plus – I understand the Sears rep. who gave her the estimate was trying to intimidate her to pay for the unit. We did achieve an apology letter from the person…it’s a shame that we had to have this type of conversation with such a big company. Trying to strong-arm a senior citizen (a feisty one at that) is just so wrong…

  53. tim says:

    I have a 24″ snow thrower that I bought on 1/28/11 and it’s been in the shop once already for a carb problem. It’s having the same problem wih it and the dealer wants to charge me to come to my house to fix it. I took it to the store last time for this problem and it seems that they didn’t fix it right so why should I have to pay to have them come out to fix a job that wasn’t fixed right the first time? I’m not pleased with the service that I’m getting and don’t see why I should have to take it back to the store to get it fixed a second time or ay $99 to have them come out to fix it again

  54. Am1specialkitty says:

    I have always enjoyed shopping at Sears over my 55 years. Even as a kid when they had the catelogues. Mom would have us circle what we wanted. They always arrived in time for Xmas. But it seems that since SEars bought out Kmart that service has dropped. For instance, I just ordered two gifts online Dec 6. One was shipped from the Sears warehouse to my house, the other was shipped from a sears store and it went to a Kmart store who’s shipping department could have cared less and it sat sitting in shipping forever. I called twice to get the problem resolved and guess what folks…it’s Thursday and Xmas is just a couple of days away. There is no way that thing is getting here tomorrow. Can you guess who will NOT be a Sears online shopper ever again? And since I was not well cared for by Kmart, they can rot in hell before I’d ever shop one of their stores again. Hey Kmart, you are a part of the Sears family now, Act like it, before you put them under too and they have to sell out to another company just like you HAD to do. Can’t you figure it out yet? Customers are who keeps you in business, including Sears customers you morons.

    Sorry it had to be said.

  55. Jan says:

    I bought a Kenmore 21cu refrigerator on Black Friday 2 1/2 months later the frig quit working. I lost around $200 worth of food. I called the Sears store where I bought it and told the sales person who laughed and said I needed to call the Service dept. I called the service dept and they couldn’t get anyone to check out the refrigerator for a month. I explained to them that I have a 3yr old and living without a frig for a month is unexceptable just to be told there is nothing they could do. So for a whole month I have been living out of coolers and thank god its been cold enough to sit food out on the porch. My service date for this refrigerator is today 2/6/12 and wouldn’t you know Sears called this morning to tell me the service guy was sick, imagine that! Now I have to go another week without the brand new frig. Is Sears selling that much junk that service men are taking a month plus to fix things? I have been living out of a cooler for god sake! I can’t buy that much food so this whole ordeal has cost me a fortune and Sears doesn’t seem to be apologetic at all. Trust me Facebook and other web sites know my story and the less people that shop there will make me happy cause I know I will not shop there ever again.

  56. Madashell says:

    I purchase a new washer n dryer on 3-22-12 Sears deliver it on the 3-29-12 all scratchs up both of them where scratchs on each sides and the door on the washer would not open up and the deliver will not install my dryer for some reason i dont know; So i told the 2 deliver men to take back there appliance becasue there no uses for them being at my house and i can’t not use them. But they left the appliances at my house anyway just sitting there, So i call Sears corp off on 3-30-12 and talk with Ryan and explain to him what happen to my appliances when they was deliver to me, and i told him that i will like a refund back because i paid cash. So Ryan told me that he will see that i get my refund back in 3 days and that was a lie, because as of today i have not a refund or nother from Sears on this is April 10-12. Once again i look up on the interenet for Sears corp # and the internet tell you who is the head person; so i call on 4-10-12 Sears corp # again and ask to speak with Mr. Lewis and they connect me with his accent and she help me really good and told me when i should be receive my refund back and ask me to give her a call if i don;t receive it back on a date she give to me. She also give me her main # to call if i have anymore problems with anyone in Sears department or with the store.

  57. Luchyspirit says:

    Thank you so much for the info…Mr. Lewis and Crowley no longer work there so I was transferred to someone else to fill out a case number for investigation on my complaint with the same problems of delivery and not receiving merchandise paid for.