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.


{ 442 comments… read them below or add one }

Jimmie L. Black August 28, 2015 at 3:25 pm

I have tried to order a part for my lawn mower that only costs about $8.00. I wanted it delivered to the store so I could pick it up. Was told they no longer do that and I would have to pay shipping which would make the part cost more than twice the price. Doesn’t make a lot of sense to me and since I have been a loyal customer for over 50 years I am not a satisfied customer any longer. I don’t understand why you are treating customers this way. I have loads of Craftsman tools, buy my tires there also. I’ve been very happy with Sears and your products until now. Will be shopping else where if this isn’t resolved…


Alice Bonvouloir August 19, 2015 at 3:49 am

Our Dog Shadow was a great pet. She was a loving & Sweet little girl, She loved her Kong Ball Very Playful with us. one day after 10 long Wonderful years with her as part of our family. Shadow got sick she stopped Eating we called her Vet Doctor she said to bring her in to see what’s going on with shadow. Her Doctor said she had to have Surgary To Try To Save her life, Shadow had a 50% Chance of Surviving So Surgary went well But Shadow was Still Not Eating at all. After 3 day’s Shadow was getting Even Sicker., So we had to put her Down, This was the hardest thing we had to do. Your Pet is Your Family. She Passed on April 23rd., 2015
Her Vet Bill was High For the surgary & to put her down., So we need help to pay her Vet Bill. So Please Help us to do so.


gale holtz August 15, 2015 at 12:46 am

I ordered a $2,400.00 window 6-7 weeks ago. I was wondering why I haven’t been contacted. I gave the down payment, which was “cashed.” I then saw on about 8/10 that Sears had refunded my money back after 6 weeks. Why? I called to find out what the problem was and find out the manager did NOT place my order because “he thought” the HOA would not allow the color. Was I called to discuss this? NO!! Sears had my “money” for 6+ weeks before it was refunded. And NO ONE could call and inform me about my order was canceled? But… kept my money for 6+ weeks before refunded?
If I would have been called BEFORE he canceled my window, it would have been straightened out and I WOULD have my window by now. But he “lied to me” saying he got a letter from my HOA who denied it. When I questioned him on “who” sent the letter he gave me the name of the Property Management person.
I called the property manager and was told she never sent a letter. She called him and we are now on a three-way-call and he can’t hear me and he will call me back.
Yeah, right. He called me back and I asked him about the LETTER he told me he received. Oh.. a mistake on his part. Really… why tell me you had a letter when IN FACT you didn’t.
This is a situation, where NOW I have to wait ANOTHER 4-6 weeks for my $2,400 window. He said he would now order my window right away after talking to him.
Next thing I know, the WHOLE AMOUNT for the window was taken out of my account the next day. I didn’t have the full amount since I did NOT need to because the payment is due AFTER the window is installed. Now the full amount was taken out and I have a “NEGATIVE” amount and owe a $25.00 overdraft fee. How can Sears just take money out of my account without notifying people? My account number was for ONLY down payment. NOT the privilege of taking other monies.
This is the WORST treatment, considering I am paying cash. I thought Sears would be reliable but find it to be a different situation. I was going to get more windows from Sears, but with this type of service, I don’t know. I live in a complex where “many” people will need new windows, and after telling 2 people what happened, they said they will have to “think again” on using Sears.
I can’t believe it took 6 weeks to return my money, but took only one day to take over $2,000.00. The Better Business Bureau would like to hear about this treatment.


Randee Cassidy August 10, 2015 at 3:37 pm

I have NEVER encountered such rude and incompetent employees as I have when I called Customer Service at Sears’ corporate headquarters.

I was put through to four different customer service representatives (one named Frank, one named Mark and the other two I do not recall). After spending an inordinate amount of time with each one, the call was mysteriously disconnected. I did not receive a call back, although each one had my cell phone number and other contact information. Even the operator, with whom you are first connected, was rude and would not allow me to even ask a question.

This treatment is totally puzzling, as I was not rude or abrasive. With all the unemployment out there, is this the best you can do to represent your company?

As for the issue I was calling about, it is still not resolved. The problem with my refrigerator has been going on for months now, and I am at my wits end. Today, alone, I spent over five hours on the phone with various departments and the Warrenty service.

Fortunately, my husband and two of my sons are attorneys. I am ready to file a claim against Sears. I would love to make it a class action suit, so if anyone out there has similar complaints pertaining to unresolved issues with an appliance purchased through Sears and the failure of Sears to legitimately address those issues, please let me know.

As for Sears: I have been a loyal customer for over 40 years, reason being that your customer service, repairs and products gave me reason to be a repeat buyer. This incident has shown me otherwise. I am appalled and, quite frankly, angry by the treatment I have received.
Yours truly,
Randee S. Cassidy


Helen August 12, 2015 at 10:30 am

I am having some of the same issues with this company. If you file lawsuits, I’d like to be included. I have never seen a company like this before!!!!


Cheryl Hanna-Franck August 27, 2015 at 4:42 pm

I recently purchased and received a refrigerator through Sears outlet and have been getting a lot of run-around. The refrigerator that arrived did not match the description of the one I’d looked at online. I am in California so I’m not sure if it matters what state.


ron cresong August 4, 2015 at 6:57 pm

I am trying to spend over $5000 with Sears for appliance. Already spent $3500 and have had problems with delivery and after sending several e-mails making three phone calls I was told the store manager too busy and wont be able to contact me until Friday. This was from your so called customer service. I guess you can give me my 3500 back and keep your appliance and I will cancel my cart for the washer and dryer for the other 1500.

I was a corporate supply chain manager for 20 years and I am shocked by this type of response from your customer service I filed a complaint based on no one following up and responding and was told ok were too busy too respond we will call you Friday. Are you kidding. 636 448 6100 maybe you will get a chance to call earlier


Judy Price August 3, 2015 at 1:47 pm

I am a recipient of the Energy Renewal Program through SCE and the Gas Company. After meeting the qualifying criteria, I had a new 3 Ton, ground A/C installed on 10/31/2014 and inspected by the City of desert Hot Springs Building Official (BO) on 11/14/2015. The A/C was turned on and tested, the HERS rating was performed and there was a little tweaking that needed to be done before it was finaled by the BO. I did not use my brand new A/C until about 3 weeks ago when we had extremely humid and rainy weather, it was miserable. I have used my NEW A/C less than 10 times and the motor gave out and the unit quit working. When I came home from breakfast and opened my door, I was hit with a HOT stuffy house as opposed to the cool home I expected to return to. I called numerous phones number from the paper work that I had in my file, i.e. SCE, John Harrison Contracting (the installer) and every other number on the forms that I had. I was not able to speak to anyone, possibly due to the fact that it was a Sunday and businesses were closed. There was no emergency number to call and at this time my house was 89 degrees inside and it was unbearable. My dog was having problems breathing and my company had to leave as they were also struggling to breathe and adapt to the heat and stagnate air. I called a contractor that I personally know (I worked at City Hall for 9 years as a Counter/Permit Tech and issued the permits for the city so I had contractor information available to me. After getting no response from the previous phone calls, I called Dana Nicol a licensed contractor with a current city business license and asked him for help. He was on his way home from Disneyland with his family and said as soon as he dropped them off at home he would be right over to help figure out what was going on. It ended up being a bad motor that simply just gave out; after using my A/C less than 10 times??? Dana replaced the motor and everything is working great although I have not used it in over a week, I have been using my Trophy Aero Cool which works awesome when it is dry and not humid. I was told that although it was still under warranty, it would not be covered because I used a different contractor to do the repair. I had no choice, no one else responded to me and it was not only an exigent circumstance, but a health and safety risk to myself, my 6lb. 12 year old Yorkie that was experiencing labored breathing (see video). I am requesting to be paid back for the money I had to pay in order to get my A/C repaired as recommended by one of your employees to fill out a complaint form and submit it for reimbursement. Please consider the urgency of this matter and find in my favor and provide the customer service I believe I am entitled to.

Judy Price

P.S. My family has grown up using Sears products/appliances (Kenmore) for over 5 decades and this is the the customer service that I am receiving? Loyalty put aside, unacceptable under any conditions.


Lori August 2, 2015 at 9:24 am

I purchased a Kenmore Elite French door refrigerator last July. The original refrigerator came dented and had to be replaced. The replacement arrived within a few weeks but after 11 months we started getting an error message. I called Sears and they ordered a part to make the repair. The repair date was set for 11 days later, 11 DAYS WITHOUT MY REFRIGERATOR!! I waited all day for the scheduled repair and no one ever showed up. In the evening we received a call from the service technician and he informed us that we would need to reschedule. After some pleading with customer service we were able to get a repair tech out the next day. He informed us that we had the wrong part and that he would have to order three additional parts. He also told us that our particular model was having many issues. On July 8 he ordered the parts. We were told they would be arriving within a few days. A new service appointment was scheduled for July 18, 21 DAYS WITHOUT MY REFRIGERATOR!! On July 17 we still had not received the necessary repair parts so I called the customer service department. I was disconnected at least three times, re-routed to different employees at least 8 times. Finally, I was transferred to Elizabeth in Consumer Relations. She told me that the parts were back ordered until August 17. She also said that they would authorize a replacement refrigerator if the parts were back ordered longer than 21 days (July 29). On July 30 I called and spoke to Don in Consumer Relations. He said that Elizabeth was wrong and that our refrigerator would not be replaced. He said that policy says a replacement will not be issued unless the repair had not been made in 28 days. He also said that the parts were scheduled to be shipped that day. I asked him if a replacement would be authorized on August 5 and he said it would. My husband then called back to express his disappointment with the service we had received. He spoke to Kathy in Consumer Relations. She said the parts had been shipped and once we received them it would be up to us to schedule an appointment for the repair. After asking more than once, she was able to give us a tracking number for the shipment. We are waiting for the parts to arrive. It is now 36 DAYS WITHOUT MY REFRIGERATOR. Consumer Relations offered me an $80.00 credit to purchase a “dorm size refrigerator.” I am not sure how they thought going from a 31.7 cubic foot to a dorm fridge was even an option!!! The best solution for me would be to get a cash refund from you and purchase a new product elsewhere. I will never purchase a Sears product again.

Thank you,
Lori Heraly


Laura Clark July 29, 2015 at 12:20 pm



Sally Eynon July 28, 2015 at 3:36 pm

I purvhasef appliamces on 7/14 online with a delivery date of 7/28. Called evening of 7/27 for delivery time. Was told 8:15 on 7/28. Never showed up. Called amd was told a system error canceled order on 7/16 which was the same day Sears took over $1400 from my debits card. But never called me. Your customer service lied. They could care less since they are in India. I needed these appliances and cannot get my money from Sears for a week. Shameful. No customer service at all. No wonder Sears is closing everywhere.


ralph musto July 28, 2015 at 1:23 pm

wow ! I planned to leave a complaint about a t.v. I purchased at Pheasent lane mall in New Hampshire, but after scanning some prior complaints its seem futile! here goes, got a brand new tv from grandkids for birthday/fathers day. had to wait for someone to come setup.when we opened box the screen was shattered. store says sorry you are 3 wks too late. only can return within 30 days.i am lifelong card holder at Sears, but sorry to says when i posted this on social media i did not find anyone who agreed with your policy. its too bad, i liked shopping the store but will cut up my card now,


Dee July 24, 2015 at 10:04 am

I will never use Sears again!!!!!!! Their customer service is horrible. All they do is transfer you to other departments and hang up on you. I’ve been on hold for hours and then the phone hangs up on you. I’ve been trying to receive my refund for over 10 days. This company is horrible and I wish I would have read the reviews before using them.


Laura July 29, 2015 at 12:23 pm



Nathan benton July 23, 2015 at 12:53 pm

I just bought king sized mattress and box spring from sears in Hayward, ca which is about 40 miles from where I live. The store gave me the wrong box springs and told me that I have to cover the cost for them to bring the right ones to me. The only thing that I could do is call corporate which led to NOTHING! THIS IS COMPLETE BS!


Jay July 21, 2015 at 11:59 pm

I have uploaded my recorded experience with lying Sears managers online so the world can see they are frauds. This is real, and from yesterday.
Super rude and incompetent lying people working at Sears.
I just had the WORST customer server in a store ever today. I purchased a Kenmore fridge 3 days ago, and went back to the store to get a price match, but the manager outright told me they don’t price match anything. Then after more complaining, I told her Sears has a price match policy, but she said they don’t adhere to any policy posted on Afterwards, I also showed her, on that same floor model, a sticker that says PRICE MATCH GUARANTEE, and she still refused to price match my item that I paid over $1,000 for on 7/17/15. The manger “Collen”, who also ignored me when I asked for her name, I had to ask all the floor staff until 1 person would tell me who she is.
You have manager who is lying, incompetent, and does not know how to be a manager refuse to give her name. This needs to be looked into. As of now, I had left Sears and still have not gotten my price match. My price has NOTHING to do with any friends/family discount because I understand that you don’t price match that, and I had told Collen repeatedly. Collen also went to other staff and informed them not to price match anything which I heard.


Bakshi July 17, 2015 at 12:30 pm

Last 5 days I spoke with 22 personal no body knows what they are doing. what a poor service with bunch of unprofessional.


Bakshi July 17, 2015 at 12:25 pm

This is in regards to the KENMORE Fridge I had bought Model #253.7041 July 1st 2015. We notice that our floor is rising up and water leakage. I called Sears to do the inspection she has created a case number and told me the some will be contacting you with in 72 HRS to do the inspection. Also they said the fridge will be replaced. Yesterday they brought the new fridge the time was 2PM to 4PM and delivery people showed up around 0445PM. When they moved the fridge there was water underneath along and also looks like they have broken the water line. And when they called me to inspect the new Fridge it has dent in the front lower panel. I was talking to the delivery she was very unprofessional on her end even the delivery guys also complain about her.

Now my Flowering is damage the risk is there is a electric panel very close to the fridge. I won’t this matter needs to be taken care ASAP.
If Sears is unable to satisfy my concerns I will take matters to a higher level. Please help me and do the right thing. Customer’s satisfaction should come first even. I have been buying all my appliances and lawn care items from Sears for the past 20 years.


Cheryl July 10, 2015 at 6:34 pm

Sears what has happened to you? I bought a Kenmore Elite fridge 4 1/2 years ago. guess what happened? Compressor burned out and I can not get it repaired by anyone correctly. the fridge was once quite and now sounds like a 1950 air conditioner, the compressor motor has not once turned off in over 7 hours and the freezer isn’t freezing or making ice. I ask you is the way a 3250.00 item should perform? I think not. First I called for service and spoke to someone that could not speak English, not good Sears. Finally got someone days later to come out after buying a one year warranty that I should not have had to since compressors should last at least 10 years and he did not have the parts on the truck because… wait for it… Sears does not stock Samsung replacement or repair parts. I thought I bought a Kenmore not a Samsung which has one of Consumer reports lowest approvals due to needed repairs. Had I known Kenmore was Samsung I would have shopped elsewhere. So after waiting 5 days for the part to come to my home and then 3 more for the appointment it was finally put into my fridge. But it is not working and I have to wait another week for another appointment and I can guarantee that another part will have to be ordered making it another week. Sears you should be ashamed of yourself. Eating out is expensive. The noise in the house from the compressor will prevent me from sleeping and I am being put out when Sears should be bending over to help me their customer. I will be complaining to everyone from the CEO to the BBB about this daily if I have to


Christine July 6, 2015 at 6:40 pm

Well looks like my story is the same as everyone else’s on here!!!!! Scheduled appt – was told you would be here between 3-6 – I called at 1:30 to make sure I was still scheduled & was told yes – no one showed up or called/ I spoke to a few supervisors & was disconnected by each one! They kept telling me they would reschedule on the 13th & I told them I’m not available, but they keep insisting the 13th …….they are a DISGRACE!!!!! I will NEVER purchase ANYTHING from Sears again!!!!


Nora July 5, 2015 at 4:10 pm

I am very unhappy with Sears Customer Care Network and customer service dept. I ordered installation of a stove top I previously purchased from them on Tuesday, June 30th,I was contacted email on Wed July 1st with instructions to call to pay for installation to complete request,I did and was told by rep that provider would call to confirm appt the following day.The provider did not calle so I called customer Service and spoke with Judy after explaining twice what had occurred she placed me on hold and them informed me she had called and was sending an email to have provider call me,apparently an appt had been set for July 9th by provder,yet nobody callede,I informed her I was going out of town on thw 9th and upset that I was not contacted to discuss appts. She stated provder would call within 24 hours.On saturday I called again and spoke with leonard,I informed h I never received a call fr provider to discuss appt.he assured me he was handling this request and expediting it to make sure provider would service sunday or monday at the latest,I questioned sunday but he assurede he wouldake sure I was contacted and that he would also calle back, well today is sunday and i called sears and spoke with rep Ned earl andanger alondra and both ladies stated my appt set for the 9th and if I change it it will be lobger,also they can only send email and call tomorrow since provider closed today,souch for Sears caring about customers,they don’t hold their providers by any type of quality service standards to customers and basically once you pay ypu are on your own.


Bob Sitser July 4, 2015 at 2:39 pm

I love your tools, and had an idea, but I don’t know where to go with it. Your wrench and socket sets… I have bought just about every style wrench set you have ever offered, the problem with them is that certain sizes get skipped. If your a GM mechanic, you want 10,13,15,and 18mm in every set you buy. If you a VW mechanic, you need 10,14 and 17. I have bought some of you ratcheting sets and have had to buy a different brand wrench to complete the set for my work. With today’s tecnology, couldn’t Sears offer a basic set for one price, but give the option to change or add sizes online? I know bigger wrenches would cost more to make, so the price could go up a bit. And if you needed all smaller wrenches, the prices could stay the same, or be a bit lower. Of course that would mean each wrench set would have to have every size available, but I can tell you that I would have upgraded every set of wrenches I have ever bought. As far as the wrench holders go, that the set would fit in, I personally don’t use them, but they could be sold separately in different sizes. just an idea. This idea also applies to your sockets, that don’t seem to skip sizes as much, but you could offer larger sizes within the same set. Thank you.


lee July 3, 2015 at 12:11 pm

Fire the out sourcing company!!!!!!!!


Pam Nesbit July 2, 2015 at 2:20 pm


The girl at the switchboard will not answer anything, she transfers people to where ever she wants, I called 5 times back to back, was transferred to warranty, auto, never asked for any of these. THERE IS NOT ONE THING PROFESSIONAL ABOUT THIS RUDE GIRL!!




Cheryl July 10, 2015 at 6:36 pm

Pam I too am writing BBB for a different issue. Best of luck


Dragon lady July 1, 2015 at 9:33 pm

At Grosvenor mall—at Sears,ladies clothing department,fort worth,Texas—the clothing looks too old fashion, looks like for really old lady to wear. The dresses are ok, but l like blue Jeans with holes upon them—but I don’t find them at Sears at all—I want to only pay about $19.00 dollars. I don’t want to pay $40.00 to $60.00dollars for a pair of jeans with holes upon them.


alveeta nelson June 30, 2015 at 4:42 am

I have tried over and over again to speak with SOMEONE who can HELP ME!!!!! I purchased a mattress FROM SEARS DEPARTMENT STORE located AT GEENBRIAR MALL, CHESAPEAKE, VA. SOMEBODY need to contact me ASAP!!! This mattress has a sink whole in it that has dropped almost to the box. It is also leaning sideways. My entire body aches in pain and my legs and head throbs!! I TOSS AND Turn all night long!!! I am SO TiRED!! I will finally go to my physician for help. I can not take it ANYMORE!! LORD
KNOWS, I CAN NOT!! YOU ALL have done me so wrong!!!!

PS. . . Trying to type a help complaint on this site is also terrible. My content keeps separating!!


done me so WRONG!! d hads been reported to Sears on 6/3/2015
box! It is also leaning sideways.I beganbeen hurting ALL OVER and constant HEADACHES!!!


Cheryl Anderson June 29, 2015 at 10:03 pm

February 2014 I purchased a $3200.00 Zero Turn Craftsman Mower. June 2015 while mowing the grass, it just stopped moving. I had to PUSH the mower to my garage, which wasn’t an easy task. I went to the store where I purchased the mower only to be told that they don’t fix them and I had to call a 1-800 number. The Salesman gave me a number and I left the store. As I was pulling out of the parking lot, I called the number and a recording said that I couldn’t call that number from my area (?). I went back to the store and let him hear the recording and he gave me a different number. I called that number to be told that the earliest date that they could send a repair person was July 13th. Now take into consideration that this conversation was taking place on June 11th. I told the lady that that was a month away and I have 2 1/2 acres that need mowing. Her reply to me was even though my mower is under warranty through Craftsman (which is the Sears brand), it does not cover the fact that I can’t mow. BUT if I pay $300.00 I can get the SEARS warranty that will cover paying someone to cut my grass in the event the mower breaks. I then said to her, “I paid Three Thousand Two Hundred Dollars for a mower that only worked one summer” and she said “hmmm, yeah that probably shouldn’t happened”. REALLY!!!
I considered this one of my big ticket purchases…seeing how supposedly you get what you pay for. I have NEVER be more disappointed in a ;product that I am right now. I will never go to another Sears store or any other business that is associated with it. I would have been better off going to Wal-Mart and spending a third of that money on something they would have least stood behind. Your business practices and customer service leaves a lot to be desired and I’m sure you don’t care one bit, but I have stewed over this and every time I look at my yard I want to SCREAM.


Lillie Bythwood June 29, 2015 at 8:09 pm

To whom it may concern,
I have been with Sears for the last 50 years, just in different states but the same company. I’ve never experienced communication like i have experienced in the last 3 months. I’ve called to make a service request and for some reason I spoke to someone who wasn’t very fluent in English and I asked to speak to someone who understood my language and I was disconnected from the phone call. This beginning around April 18th 2015 and I called back and I asked to speak to a supervisor and her name was Mrs. Eve who stated that she was the supervisor gave me me no last name and would not provide it or an initial. Speaking with her she disconnected me. Finally I called back again and I spoke to someone stationed in Arizona that set up the appointment and diagnosed the problem. Since then I have had an on going problem up until today, June 29th 2015. I have been getting numerous calls from Sears automatic service making appointments for me without my consent. If you read my notes on my record I have listed two numbers under my information. One cell and one house. Not one person from the office has called me on my cell. I have overwhelmed messages from the automatic services stating i need to call back, but why would I call back if I am not able to speak to a supervisor? I have never experienced anything like this in my entire life. My washer and driver have been repaired and I still get the calls saying that they are coming to fix them. Can you tell me why? This is so inexcusable. Thank you for your concern.
P.s each service man was very professional and helpful.


K. A. Cartner June 27, 2015 at 8:55 am

I am embarrassed and outraged by the knee jerk reaction of politicians and certain major corporate CEO’s over the removal of the Confederate symbols from State, Federal, and some retail stores. This is a political knee jerk reaction to a problem that goes much deeper than a flag. The whole issues of removing the flag is based on a false assumption and that is anyone who flies or purchases this flag is a racist!! This is entirely false and I think you know it. The flag has been around for 150 plus year and if you knew any of the flags history, you would know that it is not a symbol of racism. If you honestly believe that a person who hates blacks will change his heart just because the flag is removed, you are sadly mistaken. Racism is not about a flag, it is about what is in a persons heart. I submit that the young shooter or any young person is influenced more by the violent video’s, TV shows, computer games, and music with violent lyrics than they are by some flag, yet all of these are sold by the very outlets that have just banned the flag. This is hypocrisy at its worst. Why not focus on how this young man got so radicalized in such a short time? Reports are out that he actually had black friends 18 months ago. Did a flag radicalize him? I think not. I have heard that Sears will be following the PC crowd if this is true, I can tell you that I and many others will not be shopping Sears. Will you be removing the violent DVD’s, Video Games, and music as well if you are so concerned about the effects on young minds???


Pam Nesbit July 2, 2015 at 2:24 pm

You know why KA, because they don’t have a clue, all they are about is jumping on the ‘band wagon’!!




Maria June 26, 2015 at 1:35 pm

To whom it may concern,
I just purchased a refrigerator at Sears Outlet Philadelphia Mills (formerly Franklin Mills). The story of what I just went through with this place is long enough to be a novel. It spans three weeks, involves hundreds of dollars of perished food, canceled Father’s Day plans and the worst customer service I have ever experienced at any retailer in my life. I am sending this letter to headquarters and to every Sears customer service e-mail I can find on the internet until someone acknowledges the ordeal I was just put through.
The disregard for people’s time is unparalleled. I visited the store eight times trying to take care of this problem on my own. (I didn’t even visit my house that many times before I bought it – why should I have to for a fridge?) No one wanted to bother with me except for one woman who seemed to be the only employee who cared about the integrity of her work. Unfortunately my problem did not fall into her lap until two weeks after my initial purchase. Maybe if I had met her before I would not be writing this letter. But still it needs to be said that the rest of the employees at that store have a lower IQ than the ants in my yard. And they could take a lesson on manners from a monkey. I gave no one any reason to treat me like I’m worthless (which is exactly how I was treated). And if it has anything to do with my accent, then all I can say is that is racial discrimination. I am a paying customer to be treated with respect, not to be walked away from and tossed from person to person like a basketball. I have a demanding job and I had to sacrifice hours of work to accommodate so called “managers” or “people in charge” only to arrive and be told they were not around. Ever.
Maybe I should have known better on day one to turn around and walk out the door when the six employees standing around preferred their conversation about weekend plans over acknowledging my presence.
I will gladly pass along the tip about this store to everyone I know so I can spare people I care about the grief of what I was just put through.

M. S.


Cathy Magalis June 21, 2015 at 2:03 pm

VERY DISCOURAGED with Sears repair. Purchased a new refrigerator last October 2014. With in 2 weeks Sears repair had to come make a repair/adjustment to water filter that was incorrectly installed.
Now it’s June 2014 and our ice maker is not producing ice. Called Sears repair June 8. They scheduled avrepsircdate on June 19 between 8 AM & 5PM. No one showed no one called. I called three times, my husband called twice. Was told they would arrive between 5 & 7…..never showed, never called. We called called Saturday and spoke to several different people. Now they want to schedule for July 21. No can do because we are leaving the 23rd for FL and will not return until Nov. by then the warranty will have run out. We STILL have not received a call from anyone to explain why no one came on June 19. I have ALWAYS been a fan of Sears apiances but this is my last one. I will never purchase another thing and especially any appliance. They are down right ROTTEN TO DEAl WITH. Never again. Here I am with a brand new refrigerator which has been paid for and I cannot get it rrpaired as promised. I will discourage anyone and everyone I can from purchasing from them. Oh and my husband was told yesterday he would be receiving a call from their routing drpr within 3 hours….that was Saturday about 2…it’s now Sunday 2 PM….still no call.


Kelly Calloway June 23, 2015 at 12:43 pm

Call corporate iq and tell them! I had to do same, local store purchase, expensive french door stainless steel fridge with two icemakers and multiple issues. Repair man was here so much in first few months I knew him and his family info by heart, great guy and tried hard to help me. They only allow one open ticket for repair and until closed ticket will not allow further repairs. Local Sears appliance mgr lied to me repeatedly about having ordered new doors for my fridge. Just before expiration date on warranty I called and got runaround, called corporate, refused to speak to anyone on lower level call center and asked for escalation of issue. Got fast results only after calling HQ. They replaced my fridge with a new one and were wonderful. Of course, I got a different brand since LG was so terrible about issue. Sears came through there, but customer service is one of the worst as far as ability to process efficiently or effectively, they can only read script, so if you don’t fit what they have script for, you are scfewed by Sears. Call and write Sears Holdings in Illinois!
Now I need to find someone to erect a 15×30 steel pool I bought from and can’t get a straight answer or referral. So, here I go again.
Good Luck.


Mendy June 16, 2015 at 8:24 pm

Unfortunately, I feel like i have to escalate a complaint about your repair service….again. 2 years ago it took more than 4 months and 4 service calls and probably 14 phone calls from me to fix our washing machine, which only needed a new gasket. Between the parts and service department, nobody could coordinate getting the parts and the right techs here. it was only after i wrote to the CEO that i got a response. Here we are again, 2 years later with an issue with a brand new kenmore elite refrigerator. Against my better judgement i bought another appliance from you and within a year, it has a major malfunction and has been more than a month to get fixed with no end in sight. there is an error code that means water collects in the base of the refigerator and the ice machine doesnt work. your techs came out two weeks ago to fix it and noted we needed 3 new parts. those parts were to be shipped to us and none of them have arrived. Nobody at sears can tell me when the parts will arrive and when they might ship. i have received 2 calls and 2 emails about this and i get a different non-answer from them all. your service continues to be a disaster. i can assure you this will be the last product of any kind we will buy from sears.this is a disaster.


Kelly Calloway June 23, 2015 at 12:50 pm

Escalate it every time. Call HQ in Illinois. Write them. When you get the right person, it goes fast and you will be well cared for professionally and effectively, like in the Old Days when Sears was the best. Until you get that person, customer service is a nightmare and a bad joke. The only thing people should be doing is calling and writing HQ and insisting on escalation with one hand, while writing the BBB and local states attorney office with the other. Until we do, we are a satistic on a piece of paper and service still stinks, because corporate doesn’t look at us, just at the numbers on paper.
Good Luck.


Jack Weaver June 15, 2015 at 3:54 pm

If there ever was a poster child for the absolute worst business model in corporate history it would be Sears Holdings.I am in awe at their incompetence. I have never had a satisfactory business purchase from Sears and avoid hem like the plague . When you buy from them it is a roll of the dice at best.

I ordered one simple item, gave them the page number, the item number, etc and got about as different items you can imagine. Then trying to find some one in their call center that even comprehends something is impossible.. Still do not have it resolved and there is no corporate management you can even get by telephone, fax, email, etc. They are one screwed up operation and frankly need to go out of business.


mark barstow June 12, 2015 at 8:55 am

To whom it may concern,

We purchased a swimming pool liner from Order # 816454267 for our swimming pool. We went directly to the Auburn Massachusetts store to do the transaction. The total transaction at time of purchase was $366.63. Upon installation we noticed the liner did not have the proper bead to fit our receiver. The description on the website said (require a beaded receiver for installation (not included). Please note the preceding excerpt came directly off the website. It says nothing about a special receiver. Therefore we had to return the liner at our expense which the cost us out pocket $22.08 of which I should not be responsible for since I already paid for the Shipping at the time of original transaction.

I feel I am owed compensation and for our painstaking saga begins here.

When we returned the Liner we notified the customer service department of the Tracking Number of the liner & kept in complete contact with them. We returned the liner via UPS (please see attachment) showing the tracking information on the shipment. Our liner was received at Unbeatable Sales warehouse on June 3 at 10:41AM. We received an acknowledgment email stating once the item is received, our refund would be processed within 24-48 hours. That means that by the email we received from Sears stating our refund would be processed within 24-48 hours by the end of business on Friday June 5th we should have had a refund posted to both our credit card and debit card and our gift card should have been in the mail as we used three forms of payment to make the purchase. Well the funds were not deposited on Friday.

On Monday June 8th – I called Unbeatable sales to inquire about our refund. Unbeatable sales told me that they received the liner back the return was processed and forwarded to Sears for them to take care of processing the return as Unbeatable sales does not process the return. This information was sent to Sears on Friday June 5th. So my next phone call on Monday was to . I spoke with an associate named Rei who assured me that the money would be returned to my account no later than Tuesday June 9th this call took 18:07.

On Tuesday June 9th – when we checked with our financial institution they showed no return funds pending to our account. I called back to find out what was going on the call taker I spoke with told me that the refund process takes 3 to 5 business days and that my refund had not even been processed yet at that point I asked to speak with a manger. The manager gets on the line (after a lengthy hold I might add) and says let me see what I can do about getting this expedited for you. You should see funds tomorrow which would have been Wednesday June 10th. This call took 48:53.

On Wednesday June 10th – again we check with our financial institution and again no return funds showed going to our account. Again I call back on Wednesday. Once again by the call taker I am told that it takes 3-5 business days to get a refund at this point it’s now been 6 days and still we do not have a refund. Again I ask to speak to a manager. The manager gets on the line and says that they have escalated my issue to the next level. I ask where is my refund? The response I get is “we are working on it no time frame available”. But they assure me it’s been escalated. I ask to speak to someone of higher authority after being put on hold for the person of higher authority and they never answered I finally hung after being on the call for 1:17:06. At 9:04PM Wednesday night I get a call back from the escalation team at sears telling me that they are reviewing my situation to get it rectified and for that I am grateful however they tell me they need another 24 hours to get me an email on what’s going on. I said that is completely unacceptable at that point we are going on 7 business days of no refund. I said it needs to be faster than that. They assured me they would do the best that they could. After she told me this I asked her to speak with someone who had the authority to make this happen. Her response to me was I’m sorry that department doesn’t take phone calls they only respond to email or regular mail. I have to say that is preposterous in today’s world of technology not to talk to the customer and get issues resolved is very cowardly of any store. I work in retail for a nationwide chain store and it takes 1-3 business days to get a refund back on your credit/debit card. This call took 21:17.

This morning June 11th – I get an email from sears stating that we should expect to see our accounts credited in 5-7 business days and they gave a breakdown of how the funds would be applied. In the breakdown I discover that I am NOT getting reimbursed the same amount of the Original transaction $366.63, It’s much less $344.67. I am not being compensated for the initial shipping charge, the taxes paid are different on the refund, and to top it off – I have to wait yet another 5-7 business days for our refund. So that means at best it will be 11 business days for us to get a refund that we were told ( and have email documentation of) would take 24-48 hours. 11 days is a far cry from 24-48 hours. This is ridiculously absurd. I have never waited for a refund like this. Not to mention we are not getting reimbursed for the shipping initially or to return the liner which totals $42.73.($20.65 at time of purchase and $22.08 to return).

As a former employee of Sears for nearly 9 years : I cannot believe that the core values of Sears customer service have gone by the wayside and that sears would rather desecrate the customer as opposed to help the customer. I feel that we are definitely entitled to the shipping charges being refunded to us as well as some other compensation for this pain staking ordeal that no one this earth should ever have to go through to get a simple refund. To this point I have spent a total of 2:45:17 on the phone attempting to resolve this matter (this does not include the call I will be making today) that will put it over 3 hours on the phone.

Please respond in a timely manner how SEARS plans to handle the situation, a firm date of when my accounts will be refunded a breakdown of the amounts each account will be refunded, How the shipping charges will be refunded and the type of compensation we will be receiving. Now to add to this already painstaking debacle I have to call yet again because the email address that was provided to me to get through to sears corporate headquarters was wrong. So now to get the proper email address and attempt to get an update on the situation that call takes 19:57. Yet more of my time wasted on the phone to get something straightened out that should have been taken care of a week ago.

On June 12th, in the afternoon Again I have spoken to another Customer Service Rep; for the extenuating amount of time 2.5 hours on the phone I think is ridiculous and get another story from the Representative with a different amount of authorized refund amount, yet she states $324.09 I will be getting back in approx 7-10 business days. How can my refund go to $324.09 when original purchase of $366.63 plus I also paid another $22.08 on top of the 366.63 to return the item. AGAIN – I have been lied to – this refund has NOT been processed as the Amounts keep changing constantly & NO ONE can explain why its taking so long for your SEARS.COM site can not approve the REFUND…… THIS IS UBSURD!

I am also attaching copies of my receipts for you to look at as well as the tracking information on the return. I am very disappointed in sears at this point I have NEVER seen SEARS treat any customer this way never mind a former employee. I hope that this is not a permanent change where sears has NO regard for the customer and could care less about the customer.


Thank you in advance for your help with this disgruntling situation…



Kelly Calloway June 23, 2015 at 12:56 pm

Your local states attorney office, fraud complaint. Then BBB. Then send copies of all of it to current CEO at Sears Holding, whose name is listed on their web page. Only get name from there, other names online are not current.
Good luck.


Lillie Bythwood June 29, 2015 at 8:12 pm

i agree with you Mr. Mark and hope yall will take a lesson from this.


Joe Ligon June 8, 2015 at 8:39 pm

Order #:769805743

I have been a loyal sears customer since 1960 when I used to buy from the McAllen store. I also worked as a tire changer in the Corpus Christi stores in 1968 while I was going to Tech school. All of my tools are Craftsman and most of all my shop equipment is as well. For Christmas 2014 I bought a Mastercraft smoker, Model #:20070411 from Sears.Com. I wrapped the gift for a friend that was coming to spend the holidays and when he was not able to come, I set the gift aside to give to him whenever he arrived during 2015. June 7th he arrived and I gave him his belated Christmas gift. When he opened it, it was a Mastercraft Model #:20071612. The units are completely different, one is manual and the other digital and automatic. This unit has no window, is not stainless steel and no digital remote control.
I talked with Sears return people today June 8, 2015. The lady I talked with sounded Indian or Pakistani, and was barely understandable. She transferred me to a man, Drew, that also sounded Indian or Pakistani, but was a little easier to understand and he worked to help me. After being on hold for few minutes, I was told that the return policy for this item was 60 days. I understand that if I asked for a refund, there might be a problem with a 6 month delay. However, I feel I am entitled to receive the equipment I ordered when the wrong equipment was shipped. I could turn this over to my credit card company to resolve, but I think that a corporation with the reputation of Sears should be able to resolve this matter directly and your help would greatly be appreciated. Thank You.


Nancy Mantooth June 3, 2015 at 3:39 pm

I really feel this complaint won’t do an good, but it might make me feel better. Back on 10 May, I was mowing my yard with my Craftsman lawn tractor and a front wheel fell off. Since I have a maintenance agreement plan, I called for an appointment to get it fixed and the earliest day available was 3 June (today!!). Yesterday I got the robo-call that the repairman would arrive between 8-5 so I took today off from work. This morning I received a call that there would not be a repairman available today and I was now rescheduled for 1 July. Yes, 1 FREAKING JULY!!! I have since spent the past 5 hours trying to get this resolved and have been hung up on twice, transferred to a Spanish speaking line, and told repeatedly that there was nothing could be done. I got the Executive Resolution people who apparently are just more people who can’t help, but get paid more for doing nothing. Their solution was to put me on a “quick call” list so that IF someone cancels between now and my new appointment date then I can drop everything at work and rush home to be at THEIR convenience. I suppose that is better than nothing but in my opinion, twice nothing is still nothing. I gave them 3 option that would satisfy me – 1) get a repairman to fix my lawn tractor the next day he is at work, even if he has to be paid overtime. 2) get me a new tractor. 3) pay to have my lawn mowed until they get my machine fixed. Their answer – 1) won’t even consider it. No one gets overtime at Sears and they sure aren’t giving it to a mere repairman. 2) they won’t replace a lawn tractor unless there are 3 service calls in 90 days. I can’t get 1 service call in that time. 3) Too bad for me that my yard is 3 acres and costs $150/mowing. They will only give me $50/week for a total maximum of $200.
I am going to continue until I get my worthless Craftsman lawn tractor fixed and then I am going to replace it. I can guarantee that it will not have Sears or Craftsman on it and I will never bother to consider Kenmore appliances for my house when needed. If this is how their customers are treated, they don’t need me as a customer.


Kati Howerton June 2, 2015 at 1:41 pm

Are you freaking kidding???? I am so livid right now I can hardly stand myself. SEARS, as it stands now SUCKS!!!! Your customer service is non existent, your reps are smartass people who could not care less if they put for the effort. I worked for Sears for many years and would never have dreamed that this is what SEARS would become. How dare you sell faulty products and put customers off for lack of giving a crap!!! YOU SUCK as a company and we will never, ever purchase anything from you!


panida chuaycharoensuk May 25, 2015 at 6:16 am

My name is panida chuaycharoensuk i was accuse of stealing from your store location in. In bakerfield California. Your attorney just mail a leetter saying you would file a lawsuit against me if didnt for 600 hundred dollar which is in my opinion it really f***ing low. Since didnt took anything. Now my question is why do i have to pay for something i dont even have. Sadly i been you guys customer and a shopaholic i think becore incident to be honest each o went i spend about i don’t know 300 -400 hundred dollars there i was going ther 3 to 4 a week . im not suppost why you guys are not doing so well in succeeding to keep running if this how you treat all your good paying customer. As long i have money there is a lot to buy clothing that cheaper well made and muslch customer service skill. So i just want to let you know . go ahead proceed im on disable and i don’t you gain any money from me well good luck with the attorney fee and court fee all for what i dont even understand low you jmguy have become to treat money out people for a non existing merchandized that you guys still have. And the is part i offer to just pay for it at the store but no . and to be honest if really guilty. Wont a police report. Or me spending ib jail pr criminal court. Wow i don’t know that he say or she say or in court they will hearsay. Well you sen to do this have a real professional attorney that know how to talk people and not offending peoples . umtil them im going in touch with disability lawyer and see if this is not discrimination against the disable or my race or gender. Will if you want to contact my phone number is (661)247-****


Jerry Russell May 24, 2015 at 3:21 pm

RE: Invoice #IN6612612
5/22/15 8:08 am
Sometimes managerial decisions can be very detrimental to a companies bottom line. I was a Sales Manager with a Fortune 500 company for some years and my personal and company motto was “Do not let small problems become big problems by not rectifying these ASAP, with the least operating cost for the company and truly consider all request from the customer, no matter whether their digression or ours.”
I dropped my Toyota 4runner to Sears (#6205) Augusta Mall, Augusta Ga for a oil change and tire rotation. “Joe” called me and said no record of the tires being bought from Sears, to which I informed him that I purchased them elsewhere and he said that would be a charge for the rotation, to which I said OK. Picked up the car at noon same day, and immediately noticed the “VSR TRAC and TRAC OFF” light were on. I called “joe” and he said they must have been on when I dropped it off, which they weren’t. He also said he conferred with a technician and said they “did not do it”. I went back today 5/24/15, and “joe” said that something happened to it after I had left the store. He actually said “If you take it to Toyota dealer and they said we did it, he would fix it…..” This “grain” of thought will limit our auto experiences in the future.

Jerry Russell
Grovetown, Georgia 30813


sandra walker May 19, 2015 at 6:32 pm

I ordered a vacuum cleaner about 4 hours ago, paid with my Paypal account, and decided I didn’t want the item. I followed a “Cancel an Item” link on the and called 800-349-4358 only to be told that I could not cancel it. I was given 3 options to return the item: 1) do not accept delivery (what if I am not home and the item is left anyhow), 2) take the item to the nearest Sears store (I am a female and cannot lift a heavy box), 3) pay for the item to be returned. None of the 3 choices is acceptable. Please cancel Order #819980454 for me. Thank you.


Tony May 19, 2015 at 4:36 pm

On April 24,2013 i purchased a Craftsman 2700 PSI power washer for $290 from Sears.I used the power washer twice to wash my small deck and ranch house for a total of approximately 6 hours..On April 15,2015 i attempted to use my hardly-used power washer and the pump exploded leaving the power washer useless i soon after became very ill and once better,on April 26 ,2015 i returned to Sears with my broken yet hardly-used power washer . The only thing i was told vwas that no one could help in this matter because the item was now out of warranty (The power washer come with 2 years of warranty from Craftsman) I feel an overwhelming need to explain how dissatisfied i am withthe poor level of services and understanding in this matter an because of this occurrence.After 40 years of business,i will no longer shop at Seras but rather shop at other stores that value their customers and work to retain their business..Thank you for your time Antonio Mastroianni ** brunella av piscataway nj 08854 phone 732 968 **** t****


betty cordell May 19, 2015 at 8:05 am

sears northgate mall chatt ten
sears auto said would price match any price we had so we got prices from Costco and discount tires in Cleveland tenn
scott the mgr told the assoc to price so he did then told us they did not have tire
so we went back to get another brand and got another person told him about the other tire we wanted but sears did not have it but he looked in the computer and he said we have the tire upstairs we asked him to look for sure and he did so we said we would take them but scott said he could not meet the price because it was too much I had paperwork in my hand where sears said would match but he still would not sears best price was over three hundred dollars more than the price I had phone number 4236188053


Mrs. B May 18, 2015 at 6:54 pm

I had an apt for washer repair today from 3-6. Nobody showed up. When I called I was told the technician showed up and nobody was home….that is a LIE. From 3:00 to 6:00 I sat 12 feet from the front door and nobody knocked or rang the door bell. I have a dog that barks anytime someone comes to my door….so the technician just lied so he could quit and go home early I guess. I am very disturbed but compounding this issue is the fact that I have been hung up on 6 times by phone people (who speak very little English)…after the first 2 hang-ups I started taking their names (Josh, Denie, Nicholas, Maui) or I am just left on hold so long (20 minutes average) that the phone rings back to the original answer person. Now I am told I have to wait until THURSDAY to be rescheduled … is MONDAY. No one cared one bit that any of this happened (Nicholas even told me I was rude) and perhaps I was but he was the 5th try at getting this resolved and you can probably imagine that by then I was angry and frustrated….I asked for an earlier apt and was told there was none…..why would you not squeeze me in since it is SEARS fault that I did not get repair service today… is your fault for hiring dishonest technicians that lie. If I did not have the warranty that the original scheduler sold me I would just chuck this up to I WILL NEVER USE SEARS AGAIN….AND I PROBABLY WON’T. THIS IS JUST A HORRIBLE WAY TO TREAT A CUSTOMER!!!!!!


mike ferrer May 17, 2015 at 8:51 pm

been to sears auto 3times Edison mall ft myers brakes on truck had replace rotors pad calibers shoes two times went there sat 5-16 2015 grinding noise no stopping mech comes out flashlight looks ok says caliber are fine just drive it so off we go drove to tampa fl coming home grinding and no stopping almost get into accident almost crashed into car in front of us now this will be my 4th time back there at 2200dollars just fix this problem we don’t feel safe


jim ayres May 15, 2015 at 8:06 pm

wife Purchased leaf blower for me for Christmas. I took it out of the box in mid march to blow leaves. It would not start. Took it to Sears store in Onalaska, Wi. It was sent in for repairs. Nobody knows where it is now. Four trips to store (120 miles round trip each time) and dozens of phone calls and I still do not have a motor for my brand new leaf blower. What the HELL do I need to do to get a new motor for the new motor that was sent in? Somebody has to have the authority to get me a new motor.



Diane May 15, 2015 at 1:04 pm

My mother and dad have used sears as long as i can remember.They always get the extented warranties, every time they need repair or services there is a problem. Two years ago the air conditoner needed repair it took them about 3 weeks to repair. At the time my mother was 80 years old and had lung disease(3 weeks! summertime!). Now my stepdad ,who is 72years old is needing a repair or service of the air conditioner. first they told him monday, then friday(5/15/15) today. Now the are telling him 5/30/15.!!He has already been without air 2weeks.We live in aAabama ,it is hot.He said he is ready to throw it out the door.! come on we need some service.!!!!


Elizabeth Light May 12, 2015 at 9:01 am

I bought a top of the line Kenmore refrigerator from Sears 14 months ago for more than $2000. Within one week the refrig was not working,a major component was malfunctioning and the whole unit had to be replaced and the service department did so within 48 hours. Now the freezer mysteriously stopped working. Called the call center for a repair appointment. The “earliest” day they could give was June 1st, more than 3 weeks out!!! I complained and asked to speak to a Supervisor. The woman at the call center said “they did not have supervisors.” When I insisted I speak to someone who has more authority she put me on hold to speak with Eliza, Supervisor of the Repair Department. So, was she lying or is this a routine tactic Sears uses with their customers? Eliza was now, mysteriously, able to secure a repair appointment for May 20th. Given that my freezer is NOT WORKING and the appliance is only a year old and I lost all of my frozen food, I asked for an earlier appointment only to be told this is the best they can do. For the money I spent for an appliance that should work fine for several years and already I have had TWO MAJOR problems, either Sears should send an immediate replacement or fix the freezer in a manner more timely than a week. This is poor customer service at best and deplorable business tactics at worst. I expect a better resolution than what I have been offered.


Tom Jellinek May 7, 2015 at 11:25 am

About 30 Days ago my $3,300.00 Kenmore refrigerator, about 2 years old, stopped functioning, both the freezer and refrigerator, lost all our food and had to wait 7 days for the first service call. The technician came out and said it was the main control board (mother board) and he replaced it on the spot. The refrigerator never cooled down and so again i called for service and he came out again, this time in 1 or 2 days, I forget. Same technician now diagnosed a bad compressor and liquid line drier. The parts were ordered, delivered to my home and installed 5-1-15. I waited for 48 hours to put food into it which was Sunday after 3:00pm. No again on 5-7-15 the refrigerator has gone bad again, lost all my food AGAIN. Already have a claim for $250 for the first time. Do I get $250 again as I lost all my food again? My next appointment is now for Monday 5-11-15. Until such time, my family will have to eat out every day 3 meals a day, not cheap. I do have a warranty protection in place from Sears. I would think at this point a new refrigerator would be offered, I do not trust this one anymore, but the papers say I have to have four breakdowns in a one year period. How ridiculous is this? i am in the HVAC industry and know that all the major components of the refrigerator have been replaced at this point and if that would happen in my business, we would not hesitate to offer a replacement over throwing money out the door by keeping trying to repair it. I am getting nowhere fast on the phone with both service appointments and customer solutions. Someone at Sears Corporation is authorized to allow me a replacement refrigerator and I would like this to become reality. I am also having to take copious amounts of time off work, losing thousands of dollars of salary. What happened to Sears customer service? I can’t believe with the costs of overhead, workers compensation insurance and labor costs that this is cost efficient in any way, I know, I deal with this on a daily basis. It’s no wonder that Sears is heading for the scrap pile.

I look forward to your response and my replacement refrigerator.
Best regards,
Tom Jellinek


Geraldine A. McCoy May 6, 2015 at 6:25 pm

I have faxed a Verification of Termination of Employment to (847) 286-8351 to go to your Payroll department. I need to verify the person on the verification’s termination date in order to process a recertification that may entitle our client to additional benefits under our program. We work under (HUD) The Department of Housing and Urban Development and this information is required by law.
Please contact me at either our office ph# 512-321-**** or email me.
Thank you
Geraldine A. McCoy, Housing Representative for the Bastrop Housing Authority


Nancy Schmitt May 1, 2015 at 9:29 am

We purchased a Kit – Outlet Alum (Part 190634GS) for our Pressure Washer (Model 580.752300). My husband bought the special torque wrench to install this. When he torques it to 20 lbs, the Outlet Part snapped and is now broke and the threaded part is now in the power washer. We now do not have a power washer and cannot get the threaded part out. The Outlet part was to be torqued to 70 lbs. We are at a loss and cannot just go out and purchase a new power washer. Just want to let you know that I am very disappointed in this Sears part that destroyed our power washer. When I called Sears they said they would give me credit for the part as it was defective. Is there any way you can give me credit to purchase a new power washer? I have always trusted Sears, but this time I’m doubtful….. Order No. W722183 for the part.


Randy aleman April 29, 2015 at 10:18 pm

We made a home improvement purchase and were mislead into how many shop your way points we were to receive. The salesman made a pitch of its a slow time of year and your point will be the total value of purchase before his discounts. Then they sent people that smoke marijuna in my garage after I left a electric heater and kerig coffee maker so they can keep warm. They did more than that. After many and many calls a Jason stands by what we signed not what we were told. Not to mention that they had to send another crew to correct the siding installation. No compensation or compassion toward us and our home so we used the point to get a refrigerator. It was delivered today and the person damaged our brand new appliance. He only admitted to it after my wife noticed it. He made no attempt to inform her of the damage. His reply was to call in and order another one. We did, the person that sold us the fridge says he would get another. I says your not doing anything special by replacing what one of your employees damaged. Back to the siding job. Our sales rep Scott shank promised me 3,200 $ in points before discounts he did not come through. He also sys the area manager would call me, he hasn’t. Someone named Ernie. We went with sears to avoid the uncertantanty of contractor ps and false promises along with poor craftsman ship. That’s exactly what we have received from sears. Maybe it’s because I’m Hispanic, Mexican, Latino or other that Scott ,Jason and mike rose have treated us so poorly with our concerns. Now, some of the edge siding have warped and the creases are visible. We would like a complete new install with new product and contractors that take pride in their work. If we can’t receive that, then refund all of our monies paid and remove at once. You can call me at 361-290-0596 during working hours and 361-728-8494 24-7. My home number is 361-248-4652. The local people in charge have dragged us through the mud and treated us like aliens. We gave Scott 8 thousand dollars on his pitch that if we signed that evening we would receive total value before discounts applied. Due to it being the slow time for Sears and this was a way to indices customers. We have been lied to, mislead, ignored, and insulted be having contractors use drugs at our home.


Rick Sullivan April 27, 2015 at 9:01 pm

Model # 79572063112
Serial # 301KR00651
Service Unit # 0008035
Service Order # 41888530
My refrigerator gave me an error code of ER IF on April 10th. I called (800) 4MY-HOME and a customer service representative ordered the evaporator / major cover. The part was delivered on April 14th and the technician installed it on April 16th. Shortly after the technician left I was getting the same code ER IF and the refrigerator was making load noises. I called on Friday, April 17th to let customer service know that it still wasn’t working and the customer service representative stated that someone would call me back that afternoon or Saturday morning at the latest. Once the load noise stopped I got an ER FF code. I called (800) 4MY-HOME and told them about the new code so a DC Motor was ordered and I had an appointment for the technician to come back out on April 25th. No one called me so I went to the Hometown Showroom #0003005 where I made my purchase to see if they could help. The manager made a phone call and was told that my appointment for April 25th was to give enough time for the DC Motor to arrive and if I received it sooner to call and they could change my appointment. I received the DC Motor on April 21st so I tried to reschedule but was told the 25th would be the soonest they could get there. I called the manager at the Hometown Store and he stated that he would see what he could do. I never heard anything back from him. On April 22nd I started getting the original code ER IF again so I called and ask if they could send another evaporator / major cover so the technician would be able to make the repair. I was told that it was just replaced and that it was not the problem so the technician would have to determine the problem before parts could be ordered. Once again I change my plans to meet the technician on April 25th. He shows up and determine that my evaporator / major cover part is defective and will have to be reordered. Now I have an appointment for May 6th and we still aren’t sure that this is going to correct the problem. It will be almost a month of not being able to use the ice maker and water dispenser if they are able to make the necessary repairs on May 6th. The freezer thaws out and we’ve had to throw out some things as well as to make sure we dry off our hardwood floors to keep them from being damaged. This is totally unacceptable and should be addressed immediately. I have chosen this route instead of bashing Sears on social media to try to get this problem corrected. If you search ER IF on the internet you will quickly see the frustration that many customers have had and the unsatisfactory customer service they have received.
I have had several very unpleasant experiences with (800) 4MY-HOME. I’ve been disconnected, told that no manager was available, got stuck in never ending prompts, had customer service representative not return calls and had customer service representative with terrible accents that couldn’t be understood.

Thanks and I look forward to a reply,
Rick Sullivan


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