Sears Corporate Office

Sears Corporate Office Address

Sears Holding Corporation
3333 Beverly Rd
Hoffman Estates, IL 60179

Contact Sears

Phone Number: (847) 286-2500
Fax Number: (847) 286-8351
Email: Email Sears


CEO: Louis J. D
CFO: Robert A. Schriesheim
COO: W. Bruce Johnson

Sears History

Sears Roebuck and Company, or Sears for short, was founded in 1820 in New York City by Richard Sears and Alvah Roebuck.

The company began as a mail order business with their first catalog in 1888.  By 1894, the catalog was over 300 pages and reached over 500 pages the following year.

In 1925, the first retail location was opened in Chicago, Illinois.

The company built many stand-alone stores from 1925 into the 1950s.  Their strategy then changed during the 60s and 70s to building stores inside shopping malls.

In 2005, Sears was purchased by Kmart and the Sears Holding Group was formed.

The company currently operates over 2200 stores in the US.  The Sears corporate office is located in Hoffman Estates, IL.


{ 471 comments… read them below or add one }

Dr Timothy & Brenda McNeil November 27, 2015 at 7:41 pm

When my husband and I decided to replace all of our major appliances seven months ago, we did our due diligence and opted for Kenmore Elite — the top rated appliance on Consumer Reports. We spent almost $8,000 at Sears on a dishwasher, fridge, microwave and stove. All four appliances were installed on May 6, 2015. Three weeks ago, our nightmare began.
Our fridge began making intermittent loud noises on Nov. 3, almost like a generator. It got progressively worse and so I recorded it on my phone and contacted Sears’ customer service on Nov. 10.
A technician came out on Nov. 13 and was unable to view an error code because the noise did not occur while he was here. I played the recorded sound for him, but he was unable to determine if there was an issue and what the issue was. He said, “All Kenmores do that.” He did suspect that it had to do with the cold air coming up from the freezer into the fridge.
The noise continued for another week until Nov. 21 when the fridge stopped cooling altogether. I called Sears on Nov. 22 to report it and they said they couldn’t get another technician to our house until Dec. 7. She put it in as an emergency and rescheduled to Dec. 2.
On Nov. 23, the temperature in the fridge continued to plummet, so I called Sears again to see if we could get a technician out to our house before Dec. 2 or replace the fridge altogether, given that it was only seven months old. In all, my husband and I made six calls to Sears’ customer service, talked to nine different people and spent over an hour on the phone.
In addition to losing the contents of our fridge, we were also concerned that Thanksgiving was looming and we were hosting family and planning on prepping enough food for ten people. Where would all the food go? We were told if Sears couldn’t get a technician to our house by Nov. 24, they would send a replacement by Nov. 23. However, on Nov. 24 —two days before Thanksgiving — we received an email that said we did not qualify for a replacement.
On Nov. 23, I tweeted about our nightmare experience with the Kenmore appliance and Sears’ customer service. I also posted on Sears and Kenmore’s Facebook Pages. Sears responded to my comment with a private message; I never received a response from Kenmore. Sears promised to have a technician out to our house on 11/27, the day after Thanksgiving. My daughter-in-law, who works in media, also tweeted.
We were incredibly frustrated. I messaged back that we expected a replacement and would not be shopping from Sears again. I received the backhanded apology, “We regret to hear you feel that way, Brenda.”
A technician arrived today (11/27) and said the fan switch wasn’t working, that the water/ice connection wasn’t working and that he would have to order parts WHICH WOULD TAKE A WEEK TO ARRIVE.
We have been dealing with this issue since Nov. 3. We have not had a working fridge since Nov. 21, through the Thanksgiving holiday. Can you imagine what that has been like?
We plan on leaving reviews of your “top-of-the-line” appliances and lack of customer service on your sites, on Amazon, on Consumer Reports and anywhere else we see relevant.
To say that we’ve been disappointed, upset and discouraged by this entire process and with your product, doesn’t really cover it. If this would have been a microwave or a dishwasher, we could understand the repair of these appliances are not crucial to the maintenance of a household and that the delay in receiving service could be tolerated.
The repair or replacement of a refrigerator is an entirely different matter which should require IMMEDIATE ATTENTION. The cavalier attitude and indifference with which we have been treated is not acceptable. At this point, we want our fridge replaced immediately.

Dr. Timothy L and Brenda McNeil


Dorothy Livingston November 20, 2015 at 1:30 pm

Yes, now that I have looked at Sears ratings, which show on average a 1.5 and 2 stars out of 5, I will not be dealing with Sears and their incompetence. I have spent an enormous amount of money at Sears but no more. You have traded competent customer service for sales, no matter what sale or at what anguish of the customer. Sears is not my favorite store anymore. I can’t believe it took me this long to see how incompetent they are. I went to the local store in Vineland, NJ and ordered a range. The store personnel, after charging my credit card, said they couldn’t give me a paper receipt but I would get an email receipt. They neglected to give me my warranty information too. It went on sale that week and I called to get the sale price, was told by the store i would get it. The next day I was told I wouldn’t be getting the sale price? I paid for hookup. They did not hook it up, they brought the wrong size hose. They left it in my kitchen and took my other stove? The delivery people were told to leave my other stove outside?? It came damaged and they expected me to keep it for a discount of $50? I requested for a return and they gave me no return confirmation or receipt. They picked up the range and the wrong connecting hose. I was credited for the hose the next day, but a week later the warranty and range have not been credited. This has been an exhausting, frustrating, depressing, anxiety filled week. Sears seems to have caved for money from any sales, not the satisfaction of the customer anymore. Be safe when dealing with Sears my fellow consumers


Brenda Williams November 18, 2015 at 9:48 pm

I’m not sure if I am contacting you in the correct area, but I hope if not this will be passed on to an administrator that can contact me with a reply. I use to watch the tv show with the home makeovers and was always so impressed with how much the Sears Cooperation was so generous in donating for the families in need. I am hoping that the generosity will continue.
I work in a residential treatment center in Waupaca, Wisconsin called Tomorrow’s Children. Please feel free to check out our website
All of our clients are placed with us through the court system and have been removed from their homes, foster homes, or other temporary placements because of behavior issues they may be having. Many of our clients have suffered from unimaginable abuse and or neglect of all kinds, some have mental health issues, all have some sort of behavior issues and our job is to try to help them as best we can to be the best that they can be. To be their teachers, parents, counselors, teaching and modeling appropriate behaviors, providing consequences for inappropriate behaviors, and keeping them safe is our number one priority. We are a nonprofit agency and try to do the best we can for our clients on a limited budget. We don’t work at Tomorrow’s Children to make money, we work there because we care about our kids and want to be able to do the best we can for them. We take donations to try to provide the best we can for the kids including clothing and recreational things like tvs, etc. Unfortunately the tvs we have are very old and falling apart with buttons being broken and sound systems not always working.
This Christmas season about a quarter of our clients will have some sort of visit with family, but many of them will be staying at our establishment where they live, with no safe place for them to go. I am asking for you to again show your generosity as a cooperation and consider a donation of tvs for our kids to enjoy. We have 5 different houses that our clients live in, each divided based on age and gender. Please consider making this a happy Christmas for some kids that don’t have much in their lives.
Thank you,
Brenda Williams


Alesia Lee November 10, 2015 at 11:54 am

This is the worse company ever. I placed a layaway and went to the store to pick it up. I was informed that it had been cancelled and a check would be mailed out. I called the store again for assistant they told me I had to call 88 sears and they did not have the number for me to call and that I would have to look it up on line. WOW REALLY. I looked up the number and they told me I had to call the store. I called the store again they tells me to call the 88 number again. SEARS is crazy if they think I am going to keep going through this. I don’t understand how you can just hold people money and think it okay. Since when do a company treat people like this. I’m sorry I am into customer service and this is not how I would do business. Shame on you SEARS for treating people this way SHAME ON YOU………….


Katherine Grace November 9, 2015 at 10:30 pm

This is the worst company to do business with. They never have anything from their ads. Today November 9th 2015 was the last straw. I have half a mind to sue them for false advertising. The weekly add came on Sunday November 8th 2015 so I saw a pair of boots I wanted I went to the store and of course they weren’t there but they said I could order them right now and save an extra 20%. I said ok! Well low and behold you guessed it, the boots are not even available at all doesn’t even give you the chance to pick a size. I will drive 200 miles out of my way for something just to not by from sears!


Adelanke Adebusoye November 9, 2015 at 12:37 pm

I’m sick and tired of calling and being ignored, hung up on, transferred back and forth. I need my refund. The e-mail below was sent by David Barrett but it is the wrong amount and he has not answered a single phone call nor responded to my numerous messages!Granted you do not care about customers, just refund the money collected for which services where not provided
Dear Mr. Adebusoye Adelanke,
We are sorry for any inconvenience we may have caused and trust you find our resolution to be fair.
In accordance with our policy of customer satisfaction, we are prepared to offer you the following, as a resolution for any trouble(s) you experienced related to your invoice number: 225712
We propose a goodwill refund of $187.40
Please sign and return this letter, within ten days, to our offices and retain one copy for your records
After you have signed and returned this release, your credit will process within approximately 28 business days.
We look forward to assisting you again in the near future and trust that you will rely on us again for your household needs.
The Sears Home Services Customer Service Team

After reviewing the entire situation, I agree to the amount of the policy adjustment stated above as full and final settlement of my claim.


Kyle Ray October 31, 2015 at 6:59 pm

I ordered a ring October 23, # 956336633. Was supposed to be delivered yesterday. Never received order. Checked account and said order was cancelled yet money was debited out of account. First lady I talked to at sears said ring was unavailable that’s why it was cancelled, we 3 wayed vendor and he advised he had ring that that was a lie and sears never sent the order to him. Second thing she said was well address and name was different than name on card. Well duh we have joint checking account and didn’t want ring sent to her home. Yesterday was supposed to be her day and now it’s ruined and we are out THOUSANDS of dollars. We had family fly in from all over U.S and Europe to be here for the engagement and dinner that never happened along with room and board n food. We started the process at 12pm yesterday n still at 9,pm had no answers. We talked to over 20 people including corporate. We never received a email or phone call saying order was cancelled or would of ordered another ring. We had customer service people give us false information. Lies, and even false names and I.DS, n even hung up on us. This is unacceptable and fraud. We have money taken from account and order conformation and no ring. We asked the money not to be credited back yet rather upgrade the ring to another one that is $200 more and Sears cover the extra charges. Instead of listening credited account back and want us to pay for ring again and or Price of new one. That’s ridiculous, we was offered $10 off which is a slap in the face. One said 10% off one 15% one 20% yet nothing was put in systems to confirm. My uncle is former state attorney of Georgia Michael Bowers and is already looking into situation and lawsuit which is not What I want, I just want a ring n want it overnighted and my fiancee happy. I’ll just eat the THOUSANDS I’m loosing in hotel,plan, and food I just want a ring and never been treated and disrespected so much in my life by customer service by so incompetent people. We are asking her account be debited back the original amount around$700 which you can look up through the order number and send us a upgraded ring order # 3zzva69336212p. Or even willing to to 20% off that ring and I’ll pay differences which is around $80. If we can’t get this resolved we will continue with lawsuit and cost of hotel, food, plane tickets, time taken off work, and pain and suffering. I hope we can resolve this ASAP, cause I Need a ring n need one yesterday. Please get back to me Asap at this email or 678-343-****. If I Don’t answer leave a message, I’m a firefighter/ Emt and working today and will get back to you. Thank you again and hope to hear from you sonny. Kyle Ray


Maritza Macias October 28, 2015 at 2:33 am

I recently opened a Sears Credit Card. My boyfriend called Sears to verify if an item we were looking for was at a particular store. The associate who answered stated the item was available and he could purchase it over the phone and just pick it up in store. Disclosure: My boyfriend is NOT on my account however, Sears allowed him to make the purchase never once asking him for my name. My boyfriend and I rushed to Sears and arrived five minutes before closing. We walked up to the kiosk and entered my information. We found my name stating pending delivery date 11/3/15, we spoke with someone in the store who stated the item was not in stock. We then called Sears to CANCEL the order since we were informed the item would be in the store and it was NOT. The associate stated the purchase would be cancelled, again NEVER asking for my name. A week later I open my front door and find the item delivered on my doorstep. I promptly log into my Sears credit card account and find TWO charges including delivery. I contact customer service and after explaining what was going on AND getting transferred to the online department the representative informs me that he sees a request to cancel my order however, there was an issue with the cancellation and it was transferred to another department for review. That department did nothing and therefore I was charged twice. The representative apologized and proceeded to advise me that the best thing to do would be to go into the store and return the item. At this point, I’m upset. I ask to speak with his supervisor and get transferred to a case manager. The manager proceeds to call me by the wrong name and state she can give me a 10% discount if I keep the item! How is that any help?? I obviously CANCELLED the purchase because I did NOT want it!! She then stated she would cancel the purchase that was being held in the store and credit my account however, in order to receive a refund on the 2nd item I would once again have to drive 20 minutes to the nearest Sears, and by suggestion of the case manager, check back two weeks later to make sure my account was credited!!! This is absolutely ridiculous!! At that point I asked for the corporate phone number to which the manager stated that was not possible and so here I am writing to all interested. I cannot believe the lack of customer service a store like this has. Your case manager had no authority to do anything but read was seemed to be a script for upset customers. I apologize ma’am. I apologize ma’am which by NO means seemed sincere. I’m asking to make this right.


Gerald McCarney October 27, 2015 at 5:12 pm

This is one of the reasons why Sears is going down the drain. My son and I recently moved my Sears workbench for once have the garage to the other. Model number 59742. In his haste he opened a drawer and bent the tour guide. Not a problem I thought? Buy a new one from Sears. The part that I needed is called full extension ball bearing drawer slide for that unit. I was told by your customer service online and even the sales representative in your store that they are no longer available since 2005? Yet the exact same for guide and workbench you are still selling at your stores and the different models of workbenches that have the exact same tour guide your selling at your stores. Why can’t you replace a simple part. It is not complicated. The only reason which my son said is Dad may want you to buy the whole entire workbench rather replace the broken part that I broke? If this is true , this is truly why Sears is going down the drain. Apart that cost about $8 to$10 if that is unavailable.
But the exact same part are available on every drawer guide that you sell on a Sears workbench today in your stores? I don’t need a $300. wok bench I need a $10 Drawer Guide? This is being ripped off.So please let me know if this is the case. It’s hard to comprehend that a store that I’ve gone to since I was six years old wants to take advantage of the public that bad.


Sheila kawasmi October 23, 2015 at 7:58 am

I wanted to tell you I bought a mattress about a year and a half ago and it has suck in the middle plus it is not comfortable at all. I need you to look into this matter cause I am fixing to call the whom ever I need to get this mattress changed. It is not the quality it should be. I can’t even sleep good at night it is the most uncomfortable mattress I have ever had. I hope to get this matter resolved,other companies usely changes the product. I hope I don’t have to go outside and let someone else see these product is and that’s a bad one


Linda October 22, 2015 at 3:51 pm

I am online with a Sears Supervisor right now arranging to return a $2400 mattress order. I ordered a “bundle” for a California King Bed for $711. I received, for $711, a mattress and HALF of a foundation. I am told it would be another $169 for the other half. Rather than honor their advertised price, they prefer that I cancel the whole order. Great customer service.


sandra heath October 20, 2015 at 3:28 pm

Your decision to bow down to muslims has disgusted me,this is still America. The more that companies bow down to them the more power they achieve. Therefore I am boycotting you stores and suggest all American do so also. There are more Americans than muslims and we will see if your store can stay open with them shopping.


Paul Simon October 20, 2015 at 12:21 pm

Customer service seems like a thing of the past in dealing with Sears.
I have been a loyal customer for many years
Customer service needs help very badly
3 lawn mowers
2 washer and dryers
1 Rfrigerator purchased within last year
1 Range $1500 purchased earlier this year
First time we cleaned the oven a defect appeared in the enamel on the inside of the door.
The service technician said it would but not be covered but they would charge us for the door $83 and no labor
Why should I pay for something that should be part of the original price since it is defective
After talking to 4 different people yesterday I was told they could do nothing until tomorrow when the repair order is in system “CALL BACK TOMORROW”
So I did and got Ray ID052801 who is referring my concern to someone in the technical department. Ray is in corporate and said that someone would call me within 2-3 business days. System doesn’t work
2 of the people put me on hold so long the call was lost.


R S Bibbo October 14, 2015 at 1:32 pm

Hey Mr. Lambert, after reading all these complaints, I suppose it is not worth my time to try to reach you; it will be far easier just to file suit but I would really like to know how you can consider the seat of a RIDING mower as a “cosmetic piece”? Ever try to ride a riding mower without a seat. Not only that, you sell your warranty package before one gets a chance to read the contents wherein it describes a seat as “cosmetic”. Obviously, simply trying to avoid responsibility for inferior products. Try putting your butt on a seatless riding mower.


Diego October 13, 2015 at 7:19 pm

For months, I’ve been trying to speak with someone in regards to purchasing the rights to an old Sears ad (actually, Thom McAn, which Sears owns) that I want to use in a book I’m writing. I can’t say I really know who to call, but I’ve left messages with your media dept, marketing dept, and legal dept, all for naught. NO ONE has returned my calls. This has been going on for MONTHS.

I realize there’s no simple channel in which to handle a request such as this, but it’s gone from a research inquiry to a customer service issue. Why is it I can’t get a response for something like this? I’m not the kind of guy who would say, “I’ll never shop at Sears again!” due to this experience, but it shouldn’t be so hard to receive a response, if not a lead to the proper people with whom to speak.




Patti Ray October 11, 2015 at 9:21 am

To whom it may concern:
Yesterday I was ordering on line at your web site and after filling out all the information and hitting confirm order the website said the order did not process so I waited several minutes and started over, this time my order confirmed the process. Within minutes I received not only one confirmation but two where both orders had processed even though the first one had said it did not so I immediately called within 2 minutes to cancel one of the two orders since I only needed one. The first order # 955103720 was made at 11:22 and the second order # 955104807 was made at 11:32 and if you check your phone records you will see that indeed I called the instant I got these. My first episode with customer relations was with a woman whom was I’m sure doing her job but did not explain to me where I could understand why you couldn’t cancel that order and she told me I would have to return it to Kmart or Sears to get a refund which I tried to explain to her that I shouldn’t have to do when you could just cancel it since it was not my fault and there was apparently a error with the website plus I live in a small town and there is no Kmart or Sears anywhere near here, she then told me I could just refuse to except the order when delivered and I told her I work all day and no one would be home to accept or refuse it that people just leave things on your porch when delivered so that wouldn’t work either. After getting really frustrated and upset I ask to speak to her superior which she gladly gave me and I could barely understand anything this woman said because of a language barrier but again I was basically told again there was nothing that could be done so I ask to speak to her superior and after she put me on hold she returned saying they were on another line and would return my call within 2 hours which I thought was ridiculous so I offered to just hold on knowing that that person was not on a two hour conversation with anyone and I was told that was not possible and I ask for a direct phone number and was told I couldn’t have that either. The woman I spoke to wasn’t ugly or anything but I was very frustrated and she couldn’t seem to help at all. I hung up the phone and looked up another number where a really nice woman finally understood the situation. And told me that once the package was delivered that I could call this number 1-800-349-4358 and that they would gladly send me a return address label and I could just drop it off at the UPS store here in town, once received you would credit my account. Finally problem solved, nice plainly spoked associate, everyone is happy. WRONG – later that day some man named PATRICK ID # 002113 called me and said no I could not get a return address label and again I tried explaining what had happened and he told me it was not your fault and there was nothing I could do and when I told him it wasn’t my fault but apparently a problem with the website he BOLDLY INFORMED ME THAT HE FOUND THAT HARD TO BELIEVE!!!! I was furious that he implied that I was lying and told him so too and then ask for his full name which he wouldn’t give, ask for cooperate’s phone number that he wouldn’t give but finally did get his ID number and he gave me this email address, also I ask for the number he was calling from and he said 800-359-4358 but my caller ID said it was 800-697-3277. I am 58 years old and have worked with the public all my life and I have never been that rude to anyone much less implied they were lying, I was and still am beside myself with the actions that your company showed me yesterday, a mistake is a mistake no matter whom makes it and in this case it was cyber world but someone needs to fix it in a timely manager while showing respect and appreciate to the customer. If I lived closer I wouldn’t be shopping on line and this is the first problem I’ve ever had but it’s one I’ll never forget and it makes me think twice about ever dealing with your company again In the future. Saying all this, I now need to find out how you plan on handling this situation with Patrick plus I still need one of the two orders canceled or a return address label mailed to me. I would appreciate hearing from you asap so I will know you received this and are working to resolve this problem. Thank you.

Patti Ray
** Black Panther Cv.
Hernando, MS. 38632

Sent from my iPad


Shane L.Williams October 1, 2015 at 2:16 pm

I made the mistake of buying a Craftsman Lawn Tractor, 24 HP, 48 inch deck Model 917.20401 last year to replace my John Deere.

Unfortunately the engine continues to blow one cylinder. A service tech has been to the job 4 times this summer – replaced a head gasket, replaced a piston rod etc. I told them from the first call that a little box on the side of the engine sparked (shorted out) while I was mowing early in the year – since nobody can replicate the “spark” they have not tested the box to see if it is functional. As of yesterday it remains an inoperable piece of junk. The tech is trying his best but the bureaucratic process within the Sears warranty system is inhibiting his ability to meet the needs of this customer. The latest issue as of Sep 30, 2015 is the tech is ordering all of the parts to build a new engine with the plan to rebuild the engine in my driveway. While reviewing the cost it is almost as expensive as buying a new tractor.

At this time I want the tractor fixed, replaced or my money back.

I have always been a Sears customer but have become disenchanted as a result of this poor customer service.


Ron Nichols October 1, 2015 at 1:43 am

I ordered a lawn mower that cost $180 — I LOVE THE MOWER – but the amount of time it took to get the order correct and handle screw-ups on the inventory in store and to correct the billing ERRORS took about 6 hours – YES – 6 HOURS. And what is sad – years ago most of the tools and appliances I owned were from Sears. It is so sad to see such a great store of the past be in such a mess now.


Thomas Hammond September 29, 2015 at 11:55 pm

why do you not ship to Alaska we are in the United States Of America still ? maybe we should be part of Canada. I don’t understand Sears anymore they where a great store back in the 1970′s. maybe if you shipped to Alaska you wouldn’t be closing stores in the lower 48.


Rod Sapyta September 27, 2015 at 4:52 pm

I have NEVER seen such BADD service as the store in Brandon Florida. All I got is voice mail .ALL DAY LONG!!! I NEED TO TALK TO A LIVE BODY.WTF is WRONG with you people up there. THIS IS WHY YOU LOSE CUSTOMERS!!! I will not drive ACROSS TOWN for a replacement part if NO ONE will tell me if you have it. I will just buy all my things from JCPENNY from now on. HIRE MORE PEOPLE!!! …CORPORATE GREED!!!


Rhonda Atchley September 25, 2015 at 2:23 pm

My husband, Mitchell, and I purchased a washing machine from Sears a couple of years ago. It has been repaired 3 or 4 times and still does spin the clothes out after every cycle. The washer is under warranty. We were told that in order to get a new washer, there had to be 4 service calls in a 12 month period; we have had the 4 service calls. The last time the repairman was there, he noted that the washer was defective and we should get a replacement. He also more or less said, “be tough with Sears to get a replacement.” Well, my husband has been on hold for 30 minutes, twice in the past week waiting for somebody to answer the phone! This is ridiculous and terrible customer service. The recording he gets is, “All service representatives as busy please continue to hold.” Several possibilities are at work here. Either Sears appliances are so terrible that calls for service cannot be answered, no representatives exist or are answering the phone, or not enough representatives are hired to handle incoming calls. We are fed up with Sears! We also bought a lawn mower that’s had to be repaired once and now, after two uses, is not running. We are not giving up on getting our replacement washer. Sears, you need to take care of business!


Gerald Waldrop September 25, 2015 at 9:27 am

I have called Sears corporate to get Mr. Eddie Lambert’s email & left several messages & no one will call me back with Mr. Lambert’s office so I can get his email. These folks are the rudest people I have ever had the displeasure of dealing with. It is the same with all personnel at SEARS.

Below is a letter I wrote yesterday 9/24/2015 & wanted to send it to Mr. Lambert & cc: to BBB of Chicago & Call for Action in Birmingham, AL.

Please see if you folks have any luck getting through to the shield they have around a public owned official such as Mr. Lambert.

September 24, 2015

Mr. Eddie Lambert, CEO
3333 Beverly Rd
Hoffman Estates, IL 60179

RE: Husqvarna/Craftsman Riding Lawn
And Repair Protection Agreement (RPA)

Dear Mr. Lambert,

I am writing this letter in an attempt to let you know what is going on in the company you are over, Sears.

I would like to start by saying this all started back in 2012 were I purchased a Husqvarna Riding Lawnmower (model # 917-240440) and a Repair Protection Agreement (RPA) from your store in Hoover, AL. I had many, many problems with this equipment. I called in the neighborhood of 12-15 times for pretty much the same problem’s and each time your service technician’s would show up to replace the same defective parts. Finally the transmission went out and Sears had me to go back to the Hoover store to pick out another one.

I picked out a Craftsman (model # 917.20391) and it was delivered on May 14, 2014. Almost immediately it started to exhibit the same problems as the Husqvarna. So I called and once again, Sears came out, however, it took a while for the repairman to come. He stated they were really shorthanded and he was going as fast as he could.

So he fixed it. I started having problems with the transmission (as it was and I could not determine at the time that was what it was).

I called toward the end July of this year to say it was really making a noise but I did not know where it was coming from and was told by the person I was speaking with, to call back when it broke. I told the lady, I don’t think it will make another cutting.

Well on August 4th, I started and after about 100 ft. it stopped in its tracks. I called and it took approx. a month to get a tech out to tell me the transmission was torn up.

He ordered another transmission and other parts he needed and they scheduled yet another appointment for several weeks down the road. He came to install new transmission and was in the process of replacing the drive belt and found the drive pulleys locked up & melted. Stopped the repair ordered the pulleys he needed. Came back on 9/21/15 in the late afternoon to only find that one of the parts they sent was not what he ordered.

The tech spoke to parts & his boss to let them know what was going on and I had been broke down since August 4, 2015.
Eddie Lambert

They scheduled another appointment for 9/29/15.

I called the 800 number with major concerns of the time that has passed from when I broke down to now. The call I placed was on 9/22/15. The lady I spoke with told me the parts were shipped via UPS and instructed me to call back when I had the parts in hand from UPS and they would get a tech out to me on 9/24 or 9/25.

So I called back and got the same old dog chase the tail routine with your wonderful customer service staff, including a supervisor (of which I have spoken to various one’s since 2012) all to no avail.

I have asked for a FULL Refund for the mower and a FULL Refund for the RPA so I can go somewhere else and purchase a dependable mower. As it is very clear to me, Sears isn’t the place to search for such equipment.

I have in/around my home, many, many items that have come from Sears. When they need to be replaced, it will be by other than Sears’s products.

I have filed a complaint with the local Better Business Bureau and Call For Action (Fox 6 On Your Side in Birmingham, AL)

The local BBB sent me an email stating they forwarded my complaint to the BBB of Chicago.

You folks sell products and the RPA to keep them going and I have learned that Sears only has ONE (1) lawn/garden tech in all of Jefferson County, Alabama. This means Sears cannot stand behind what they sell.

All I want is for your company to give me A FULL REFUND for the LAWNMOWER and REPAIR PROTECTION AGREEMENT in full, then please dispatch someone to come pick the piece of junk up.


G. Waldrop

cc: Better Business Bureau – 330 N Wabash Ave # 3120 Chicago, IL 60611
Call For Action – 1720 Valley View Dr. Birmingham, AL 35209


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