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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
Website: http://www.sears.com
Email: Email Sears

Executives

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.

 

{ 276 comments… read them below or add one }

lou Hall August 30, 2014 at 1:59 pm

Greeting Sears holdings leadership.

I today received a carburetor assembly 951-12771A in lieu af 951-14175. What is interesting is stated in a rebuttal from Sears holdings to the BBB are words that Mr. Hall (that is I) has refused to allow techs to come to my home to attempt to fix my 1500 Craftsman mower. Twice techs has been to my home and twice have left and I have no working product. Maybe this part is a missing link?

Once more leaders of Sears Holdings. As a person who holds the rights of citizens in very high regard and disdain for corruption at all levels I must not waiver in the fight for a satisfying solution to an on going problem. Shoddy equipment which I purchased and did not even last eight months .

Why are customers treated with such disregard by a corporate holdings group such as yours?

Respectfully,
A former customer

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Robert M. Breeden August 29, 2014 at 11:56 am

In June I purchased a refrigerator, so far not counting delivery they have been our five times trying to fix it. The last Tec didn’t even look at it. He simply said, “They are all that way, it can’t be fixed.” If that is the case then Sears misrepresented the product to me and have been lying to me since then.
Up until now I had been a loyal customer to Sears, one only has to look in my garage to see that. Now it is now almost September 1st and the problem persists. The CEO of Sears has made himself unavailable to the general customer. I wonder why?
RMB

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Michelle August 29, 2014 at 8:03 am

It would be beneficial for your company to assist customers that are in need of help, that’s why they call it CUSTOMER SERVICE. Be able to provide information to your customers as it is requested by them. What good is customer service if you are unable to provide a service to your paying customers that are looking for answers. Stop passing the customers on saying I don’t handle that etc.. and instead have them say here is the correct number that you should contact and ensure it is the appropriate number so your paying customers are not going in circles.

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Michelle August 29, 2014 at 7:56 am

I have a GE washer which is in need of repair ASAP. Contacted Sears Home Services for repair on Thursday, August 21st to schedule an appt
And also purchased the Protection Agreement for $230, which I was adamant about doing. I scheduled an appt for a tech to come to repair my
Washer on Monday, August 25th. He reviewed the washer and told me he was not familiar with repairing my GE washer and also did not have the
Transmission part etc.. to repair it. He asked if he could schedule another appt for Tuesday, September 2nd – are you kidding me. I told him not it’s
Unacceptable so he said how about Saturday, August 30th , so I reluctantly agreed. He told me he would put in an EMERGENCY request to have the
Parts delivered ASAP. Today August 29th, I have only received one of five parts and need the remaining to come today for the scheduled appt tomorrow. When I
Contact Sears customer service NO ONE is able to give me a status on when the parts will arrive and have told me repeatedly that the PARTS DEPT will
Contact me – no calls received to date – what is the problem?. This is unacceptable customer service, no one can give me any status on what is going on and I want some
answers so I can wash my clothing at home for my family. I cannot be going back and forth to the Laundromat everyday with my 4 children. I asked
to speak to a manager and instead was just told what the manager said. Are you kidding me? Management cannot speak on the phone. This is unacceptable
Customer service! I am thinking about canceling my service agreement and purchasing a NEW WASHER from another company!!! What is going on?????
I have purchased other appliances from SEARS, but will most likely purchase elsewhere in the future. If I do not receive the parts for my washer today, I am
calling SEARS corporate to get a full refund of my MASTER SERVICE AGREEMENT.. I am extremely fed up and angry that SEARS has no regard for a well
paying customer and a complete SCAM to get people to sign up for these service agreements. I could have been doing my wash by now if I had just
purchased a NEW washer from another company. But, I wanted to repair my washer that has had no problems at all in the past rather than throwing it away and
buying another – but here we are NO REPAIRS to date and still waiting for the parts to arrive! What is going on????!!! I need answers today and will be writing
additional reviews on YELP, BBB, FACEBOOK, TWITTER etc…regarding my experience and unsatisfactory customer service from SEARS.

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lou Hall August 28, 2014 at 2:30 pm

To those if any view this email.

August 28th and still no working Mower. Two wasted work days awaiting techs to fix the issue. yet no working mower.

Why?

Respectfully,
A former customer

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lou Hall August 26, 2014 at 5:06 pm

Another day and still no relief from Sears.

Months have passed and I still do not have a mower which works. Yes I have a warranty, however once more I still have no working product. ?????

Respectfully,

A former customer

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Open positions August 26, 2014 at 1:24 pm

Hello,

I applied for an outside sales position in NYC area.
I got a few calls from a person based in FL who ask me to apply etc.
I did everything that I was asked and then I had to do that again, what I did!
After a two weeks, I was asked to do so again! When I said that I did it twice already, the person on the other side got upset and told me that I have an attitude after finding out that I was right !?
She hanged up the phone and would not return my call.
Next, I got an email from that young lady at Sears that I want qualify for the employment…..
I do understand that however, I am not sure that she is being professional and that is helping company with new employees.
Her number is 407 551 xxxx. Aisha Washington.

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lou Hall August 25, 2014 at 12:47 pm

To Sears Holding persons in charge.

August 25th is here and after months of issues with a non-working 1500 Craftsman riding mower, I still do not have a replacement nor has my money plus two days wasted awaiting techs been refunded.

Why?

Respectfully,

A Former Customer

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Kevin bishop August 24, 2014 at 4:11 pm

My compressor failed after 4 months of use. Repair apts have taken over 6 weeks and the last one was canceled at 11:00 am on the day of my 8am -12 pm scheduled repair. I want a complete refund, or the cost of an upgrade waived. I am no longer interested in repairing the existing unit. Your field tech is just one more, of your less than competent,employees. He felt using the synthetic compressor oil required per the manual was the reason my compressor was failing. He told me I should ignore the manual. Guess that is one way to avoid dealing with Sears Repair and Sears Warranty people ever again.

Kevin Bishop

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lou Hall August 25, 2014 at 12:44 pm

Kevin.

I feel your pain, my suggestion is to seek assistance from the BBB and other consumer agencies which may offer relief from practices employed by Sears Holding group. If we do nothing, then no change will happen.

Respectfully,

Lou

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J.D.LITTLEJOHN JR August 23, 2014 at 3:43 pm

There are some serious ongoing issues with customers paying hard earned money on products and warranties that you sell to the consumer but not standing by your Brand name (SEARS) not to mention covertly trying to extort extra fees on service calls after you already purchased and covered under extended Master Protection Agreement Plan. I’ve freely gave my money in good faith to keep my warranty in effect for my unit and things were quite well up until last year when some changes in the repairmen dept had taken place; to dis-alloy (1) tech (due to liabilities for safety reasons) to come out and lift the window unit out of the casing,take it outside and properly clean and hose the unit, so now (2) techs are needed for the same job. A technician was scheduled to come out and service my window a/c unit today 8/23/2014 from 8am-12;. he arrived on time with an attitude.Tech’s name(Willie Howard #901-734-3672) took the front panel off sprayed a chemical solution in the front part of the unit while still in the window inside my house and stated,”that’s all i can do!” after I conversed with him about the other techs procedures on how they cleaned the unit his attitude became very pugilistic and stated to my wife that he wasn’t lifting that unit out and the rules of the game have changed! I’m a Minister!! Now where did this stament come from and that had nothing to do with the service call at hand.I then called the corporate ofc.#800-469-4663,847-286-2500 and 800-424-2047. First I spoke with Asley in routing she transferred me to Alexis and while conversing with Alexis about the problem at hand, the technician just packed his gear and LEFT! No good bye, well i’m done,he just left.Now Alexis states to me that the only options i have is to reschedule and the earliest date is 9/3/2014 after i’ve already waited a week or i am to take the unit out myself and the technician will come back out and clean it.WOW, Now SEARS care about ther tech’s but not the customers who keep the techs working not to mention having customers that aren’t trained in this capacity to risk injuring themselves or the mechandise and be held liable which could cause immediate termination of my ‘MASTER’ protection plan agreement that “I’VE ALREADY PAID FOR TECH’S TO DO!!!” Alexis rescheduled me a new date 8/25/2014 8am-12 and told me i had to pay an extra fee for an additional tech to come out. At this time i am really disgusted at the way a loyal customer(me) has been treated. i then spoke with Netherland in benefits dept and she read out the details on the phone to me about what is covered under the Fabulous SEARS Master Protection Plan with the Blue Crew;she read to me that i didn’t have to pay for a additonal tech because that’s covered under the plan I already paid ,WOW!! she transferred me to MS./MRS.attitude supervisor Cheryl with a “C’ instead of trying to satisfy the customer she wanted to establish her dominance by stating to me that she is not going to have me yelling at her when she (Cheryl with a ‘C’) was in fact irrate with me! Cheryl began to calm down and stated she talked with Justin (tech supervisor over area code 38107) in Memphis and made a note that i am not to pay for an additional tech because it’s covered under my warranty.SEARS somebody needs to do some homework in these areas because this all starts at the moment the customer makes the service call.You have all the customers information at your fingertips including the products purchased,warranties,etc. and with today’s technology you(SEARS) are linked nationally which mean the tech supervisor should inform the tech on the type service call he/she would be encountering on that day and also to know what type of protection plan each customer have instead of trying to covertly extort additional fees and suggesting/advising the consumer to do the tech’s job for him/her because that would mean the warranty is bogus and opens you (SEARS) up for some major class action LAWSUITS. Try to refrain from possible ramifications of putting yourselves out of a job, do right by the paying consumers in standing by your BRAND OF OLD “SEARS”. ALSO IN CLOSING GET MORE ENGLISH SPEAKING PEOPLE IN THOSE CALL CENTERS AND HIRE PEOPLE THAT WANT TO REPRESENT YOUR BRAND WELL.. AS A TRAINING TOOL ON HOW CUSTOMERS/CONSUMERS SHOULD BE RESPECTED AND TREATED TRY CHICK-FIL-A. Case #2733983 PROUDLY SERVED U.S.VETERAN OF THE U.S.ARMY-U.S.M.C.

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lou Hall August 25, 2014 at 12:41 pm

Spot on Marine!

My suggestion please file with the BBB as well as other Consumer complaint agencies.

I am months without a mower with no solution in sight. Passing on to all I know the issues of purchasing through an Sears Holding company venue. Especially warranties.

“Semper Fidelis”

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B T Johnson August 22, 2014 at 3:03 pm

Remember just when you thing you have it bad, there is always someone else in a much worst situation. My zero turn ZTS 2454 Craftman riding lawnmower has not worked since April 2014 and I have had over 7 scheduled visits and some of those scheduled visits were “no shows” after my taking 4 hours of leave from my job. I too have had many broken promises and still no resolution to this problem. My next step will be the BBB.

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lou Hall August 27, 2014 at 1:57 pm

You are right B.T.

Some times one forgets he could be in an-others shoes. Still no resolution on my end either. You are more than welcome to let the BBB know I have filed with them also if it helps to combined our issues. Sears holdings stated I was given a chance for another earlier tech appointment. However not taken into account by Sears is customers work and cannot always get off or in my case I may not be in the same state as when Sears schedules an appointment.

I am preparing documentation for a look see by my states Attorney General as well as other agencies which maybe able to ensure customer issues are handled promptly. i suggest you do the same if you see this step of value.

Respectfully,

Lou

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lou Hall August 21, 2014 at 7:34 pm

To Sears Leadership.

Today, I was very surprised that a Sears tech called and asked for directions to my home because he was en-route to look at my Non working riding mower (1500 craftsman).

I had not been informed of a visit by Sears, I had not agreed or authorized a visit by a tech. Customers have jobs also leadership persons of Sears Holding Corp, after two days of staying home so a tech could arrive (8-5) three days is asking much do you agree? Especially when the mower still does not run.

Once more here is a very simple solution and the only one I see that will fix my issue—a replacement or a refund and payment for two days I stayed at home awaiting Techs to make repairs. Tech number one had no parts to fix the mower (July 22nd and Tech number two put a starter on the mower (August 19th) yet after 20 minutes said mower was as before a non working product.

Please take in account when ordering tech visits to ensure the customer knows about the visit and has approved the visit.

Respectfully,

A former customer

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lou Hall August 21, 2014 at 9:48 am

To those who read these messages.

I have a Craftsman mower (1500 ridding) which still does not run after two techs has came to my home.

Please forward to a person who will be able to approve an exchange for an exact mower which runs and works. Or has the authority to approve a refund.

Respectfully,

A former Sears and Kmart customer
“Semper Fidelis” Lou Hall

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lou Hall August 20, 2014 at 4:46 pm

While on a phone call, I received a ring from a Sears Rep. I asked the rep to call me back later yet the rep stated a tech will be out Sept 2nd instead of the 9th to look at the Sears Craftsman 1500 riding lawnmower. I asked her to call me back and I have not agreed to anyone coming out thus formfitting another work day.

Seems Sears tells “we people of the America Republic” what to do and when.

Only resolve left is a new mower which runs and or a full refund of my mower cost and two days lost while awaiting the tech’s.

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lou Hall August 19, 2014 at 7:32 pm

For all fellow unsatisfied Sears holding customers, below is the Illinois BBB (Chicago site). I suggest all also file with the own state branches.

https://chicago.app.bbb.org/complaint/new/5305

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lou Hall August 19, 2014 at 5:58 pm

After a long period of issues with my 1500 craftsman riding lawnmower, (1st tech came out July 22nd)—needed a new starter. Finally today August 19th a Tech came to my home and put a new starter on the mower. Awesome if finally ran after months. However as I began to mow, it lasted 20 minutes and died. Now it will not start at all. I have been on the phone for 30 minutes transferred to the fourth Sears employee.

I just spoke with Robert which stated Sept 9th is the earliest a tech could come out and look at my mower. Also stated was he had been granted the highest authority and I would not receive either an exchange or refund. After asking if legal action should be considered, Robert politely stated this was my choice and gave me Sears legal department phone number: 847-286-0405.

If anyone would like to join myself in filing a class action lawsuit, bringing these issues to the attention of Veteran and Business groups such as the BBB then please email. xxxx@aol.com

One apparently cannot speak with anyone above customer solutions so once more I am without a mower, with no solution.

Respectfully,

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maykel soler August 16, 2014 at 11:37 pm

I am so piss today I went to sears store #01125 3655 sweet 22 st I went to the store because I am received a call from sears 2 days ago that my order is ready for pick up I walk At 2:58 pmthey find my order in the system and told me to way 45 min after and after they service 8 customer in from of me I get told that my item it not in the store I  Ask for A manager and she take 18 min to get to me she not even toll she she have face attitude and another employee give me and answers (maybe your order is here by Monday) what can Of answer is that so unrespecful the asm mane is (jonery) the guy working in customers pick up merchandise ask me to wait so he can discuss personal problem with his mom in from Of me I ask the asm for a corporate number and she take another 15 min for that I am so disappointed with the service today that asm is not professional at all (adrian) the store Manager should provide better train to his asm after all that loosing time for nothing the guy stare fight with me in from of the asm my kid was inpatients thirsty the service was Terrible I will think in twice to go back to that store or sears again that the bad experience that I never had before anywhere at the  end I just walk out with  out my order and no answer 

Maykel soler

786859xxxx

xxxx@bellsouth.net

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lou Hall August 15, 2014 at 12:22 am

To those insulated from we the peoples. (Meaning CEO-CFO-COO and managers.

August 14th is here, and still no replacement for a 1500 craftsman riding lawn mower. No refund and only promises like a new starter will arrive on your door step August 13th. Like the promise with a sears warranty–didn’t happen, not honored and still no fix.

My fellow citizens of this fine yet slowly fading American Republic (once upon a time Sears was a beacon of quality, honesty and took care of its customers). I ask all to follow up as I will and file a product and or service complaint with the Better Business Bureau. Also if one will please inform your states Attorney General via registered mail what issues you have been having and why they have not been resolved.

Respectfully,

“Semper Fidelis”

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moturner August 14, 2014 at 6:20 pm

Don’t buy anything from Sears. That is if you don’t want poor quality products and no customer support and customer service. Don’t bother even trying to contact escalated customer service. It won’t happen.

I’M GOING TO CONTACT A LAWYER AND SUGGEST YOU DO THE SAME.

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lou Hall August 14, 2014 at 1:11 am

For Sears holdings and Kmart customers.

Has anyone contacted the BBB concerning the issues you face with products purchased at Sears? As I wait for a lawnmower to be fixed, (under warranty yet Sears refuses to replace or return my money) I believe answers given for months of frustration, stress if one feels it and shoddy products and very below Parr customer service are long over due and should be brought forward to the BBB and other agencies to inform potential customers of potential risks when purchasing items from Sears or affiliated companies.

What say you fellow dissatisfied customers?

Respectfully Lou Hall “Semper Fidelis”

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moturner August 14, 2014 at 6:28 pm

Lou Hall
I too would like to know if anyone has a class action filed against Sears.

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David Phelps August 12, 2014 at 10:25 pm

My horrific experiences with Sears are far too lengthy to elaborate on here, but suffice it to say, I feel a class action lawsuit against Sears might actually get someone in that God-forsaken company to take notice and take action. You should all note that this is NOT an official Sears site, and therefore Sears executives probably do not monitor comments posted here. I would recommend researching for the email addresses/physical addresses of the executive board, and contacting them that way.

My wife and I will be contacting a lawyer to pursue a possible class-action lawsuit regarding their extended warranty plan scams.

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lou Hall August 12, 2014 at 10:05 pm

Finally after 42 minutes and two Customer solution reps. I am still where I was. A broke lawn mower and no solutions until Sept 9th when maybe a tech will come out.

Wow!!!

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lou Hall August 12, 2014 at 9:45 pm

After currently being on a phone call with customer solutions (31 minutes and counting) I have been told I would not receive my money back for a ridding lawn mower I had purchased. On July 22nd a repair person came to my home and after looking at the mower determined it was the starter. I have just received news this part will finally be in tomorrow August 13th, yet a repair person will not be available until Sept 9th.

I asked for a manager to speak with, the CEO, Vice Pres yet no further assistance would be forwarded.

My fellow Citizens, I ask all to inform their friends, family and others to beware of the trappings of Sears warranties and my suggestion is to ensure you guide others to purchase from other vendors.

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lou Hall August 12, 2014 at 9:15 pm

To an upper management that refuses to get involved to handle customer issues. August 12 is here and still I neither have a riding lawn mower which works (Craftsman 1500). Nor has my request for an replacement or my money back been honored.

June 22nd I called the center to report my mower not working after a two week attempt to address this issue with the home store in Grove Oklahoma.

Why????????????

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Patsy McBride August 12, 2014 at 3:01 pm

I have had a horrible time with Sears delivery. Bought a stackable washer and dryer at Stone Mountain outlet store. Set up delivery for the following Tuesday Aug. 5. On Sunday Aug. 3 called. Me to say it would be delivered on Mon. Aug. 4. I called delivery told them it was wrong date. Talked with someone. Held for 15 minutes got cut off. Called back was told that they couldn’t pull up my info. Called next morn. Got it set for Tues. not delivered Tues. called again was told you could not ask for delivery for the next day. Not my fault, was told by delivery they would. Rescheduled for Friday, Aug. 8. Received a message Fri. Morn that they could not find the machine. Finally called the outlet store. The manager Richard who was the most helpful and responsible person I’ve ever dealt with. He located the machine and called Elijah (delivery supervisor) and Elijah said they would deliver it Sat. morn. Never showed up. Called delivery. Said it was scheduled for Sunday. Called Richard and he was appalled. Said Elijah was to have it delivered Saturday. I ask for my money back. He was so apologetic. I know he did all he could working with an inept delivery department. Compliments to him but shame on Sears!!!!!

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Melissa M. August 11, 2014 at 8:03 pm

I purchased a mattress several weeks ago, had the wrong one delivered. Took them over 24 hours to come get the damn thing out of my living room. Gave some other guy my mattress, had to reorder mine. Mine came in, with a tear in the box spring and now nobody at the store seems to be near a phone (have called 3+ times). When I call for ‘delivery’ the guy says it was delivered today meaning to me nobody has reordered or fixed this. Nobody has called me back.

Nobody can give me a number to a district manager, nobody will return my calls. I’m so upset by this.

Sears, as a company and their CEOs need to know that seeing all these poor people air their complaints does not not make the company look good at all. It’s not just here either, google, yahoo, and I’m sure other social media sites. Y’all are tanking a respectable American brand. With this kind of service, I’d be surprised if Sears and Kmart last another 5 years.

So incredibly disappointed.

And really, I should ‘tweet’ this to ‘make sure’ they see my complaint. COME ON YOU’VE GOT TO BE KIDDING ME!!

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Daniel Levison August 11, 2014 at 4:00 am

I purchased a $2600.00 refrigerator from sears
With the three year extended warranty after
Having at least 6 service calls for the ice maker
And door not working properly well it happen
Again the door latch broke once again.My
Will never make a full bucket of ice even when
They Sears repairman told my on his lat call
Ohh just make the freezer part colder .
well guess sears won’t hAve to come out again because my warranty
Expired in May I would highly recommend
To customer not to purchase any appliances
From sears because Thier service is a joke
And don’t even try to call corporate office because
All they will do is wash their hand of the issue
And pass it along to someone else . I tried to get
These issues taken care of before my warranty
Expired . Like the saying say BUYER BEWARE

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Susan August 8, 2014 at 6:07 pm

Dear CEO and CFO,

It is amazing how a company that is struggling can have such horrible customer service. 11 days ago our sears refrigerator stopped working and we decided to try to be loyal and use your repair service. The first available appointment was a 12 day wait. We agreed to that, again trying to stay loyal and assuming your service technicians would have the most experience. This morning we received a confirmation call of our appointment for tomorrow. Within 5 minutes we received another call saying we are sorry but we have had to reschedule your appointment is not 7 days away.

I called back to request one of two solutions, find an appointment on our originally scheduled day or waive the $75 fee. I was told that a new appointment was not possible because the person was sick. Really sears you do not have back up people in case of injury or illness. And they could not waive the fee. After talking to a supervisor he said he could give me $75 gift card that could be applied to any work (not the service call) which would at least help cut down on the minimum $150 charge. Glad to know you all have a minimum charge in place for service, never mentioned before.

We immediately cancelled our appointment and will never shop in Sears again, nor use or recommend your service to anyone.

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F. Roshandell August 8, 2014 at 5:48 pm

I am an injured worker who got injured in 2005 while working at sears store as an assistant store manager.
I fell off of 17 foot ladder and survived with head, neck and low back injury. My medical expenses for
relief from continues pain is about $35,000 per year which include medications, therapies, and doctors
Visits.
Sears and their administrative claim handler are denying to provide medical care for my injuries
Several times a year. These rootless behaviors are being done to forced me to settle my claim, but when I
Discuss the settlement, they have unreasonable offer of $70.000 which is almost 7% of my medical
Expenses according to government life expectancy chart. These behaviors are like other sears ways of
Conducting business which they are only looking after their pockets and on one else is matter.
I believe sears should stop these types of behaviors and provide medical care for injured workers or
If they are willing to settle the claim should make a reasonable offer according to government
Standard to settle any claim. Thank you

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Ed and Peggy Prado August 8, 2014 at 3:20 am

TO the CEO, CFO and COO
I can almost BET we will not receive an email back regarding our horrible experience with Sears. We purchased a Kenmore Elite refrigerator on 7/23/2014. Sales check #039989026775. It was delivered on 7/26/2014. The icemaker didn’t work. Called and was told by the store that we had to call for repair. Called customer service and did speak to a nice woman by the name of Tiffany. Told we could have it replaced or repaired, earliest date 8/6/2014. I had my husband call back and not once, or twice or three times but hung up on 4 times!! One person found our info and transferred him to another department and that’s when everything went wrong!! I ended up on Chat with Jasmine Edgar who was very pleasant (apparently your customer service truly lacks people like her) and she arranged a service call for 8/6/2014. We received a package late last week that contained a new icemaker. The repairman came yesterday and all he did was “push” a switch that is located under the icemaker. No where in the your use and care guide does it show this switch. My husband asked if that would fix it and the repairman said “yes”. If it didn’t work he would need to replace the “mother board” on the back of the frig. Though it didn’t cost us…the charge was $198.00. Are you kidding me?? On top of that – the icemaker still doesn’t work. We’ve spent $2,000 on a LEMON. I have to purchase ice in order to have ice on hand. Unfortunately medically we need the ice. Sears does not care for their customers!! You take our money then provide faulty product and fail to repair. This is unacceptable!! I demand immediate action! I also want reimbursement for what we have had to go through. I will NEVER purchase anything from Sears again. I can’t even imagine what your Founders would think of how you handle (or don’t) your customers. I have been in retail and also own my own business. I would NEVER treat a customer the way Sears has. NO ONE wants to take care of this problem. I will file with the BBB if we do not have a resolution to our problem within 24 hours. I know exactly what to do since we once purchased a car that was a LEMON. I will only purchase from locally owned businesses that will treat their customers with respect!! I’d rather pay more knowing that someone cares. And Mr. CEO – you don’t even list your last name on this site?? What are you afraid of?? I’d be ashamed if I was you.

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Susan August 7, 2014 at 2:19 pm

I sincerely hope someone in a position of power at Sears is reading their mail. I wrote a letter about 6 weeks ago detailing my horrible Sears experience and haven’t heard a word from anyone at Sears. My experience was bad from beginning to end. More worrisome is that no one appears to care. You need to understand you will not survive in this era of “service” if changes are not made and made soon!

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Candy Pravecek August 1, 2014 at 12:27 am

Dear Sears,

Regarding case number 2659023

My name is Candy Pravecek and we are military stationed in Honduras, Central America. I have a rental house in Colorado Springs, and in the past I have always used your company to repair any of the appliances that may have an issue. Unfortunately, the refrigerator repair, or attempted repair, has left me complete dissatisfied. Our tenants have been without a refrigerator since July 7th due to incompetence on the part of the first repairman and numerous customer service agents at your call centers, some which I am not sure are even in the United States.

In your customer solutions center I have spoken with Monica, Wanda (I believe), Patrick, and Damian. We have also had four different repairmen in the house trying to repair the refrigerator There would have been a fifth one but he called in sick, and no one from Sears let my tenant know that the appointment had been canceled, so she missed work for no good reason. The rescheduled appointment was for ten days later. That is completely unacceptable! As is the fact that I have spoken to so many people without resolution.

Aside from the fact that your repairmen have taken almost a month try and resolve this situation, and my tenants have been without the most crucial appliance in a house, I am most appalled by your customer solutions representatives, mostly with Damian (in Arizona, I believe.) This flippant young man was rude and obnoxious, and upset me tremendously. He was very arrogant when he told me that I should have had a service agreement on this refrigerator, and that he knew more about being without a refrigerator than me and my tenant put together, because he lived without one for three weeks. This sort of behavior did nothing to resolve my issue, and frankly I am not concerned with his oneupmanship, and only add fuel to the fire. To add insult to injury, I requested that he not close the conversation with your required phrase of “thank you for choosing Sears,” because at this moment I am very unhappy that I chose Sears. He said it anyway just to be even more obnoxious than he had already been. I hope he enjoyed himself, because his unprofessional behavior was the nail in the coffin and has lost you a repeat customer and my great recommendations regarding your service.

Which brings me to the issue that I was calling about in the first place. Last night your representative, Patrick told me to call the customer solutions number at 800-479-3854 at 7:00 am central time to receive a voucher number for the refrigerator so that I could have someone go and purchase a new one today, thus resolving my problem of a broken refrigerator in a rental house. He said that it would be easy and that they would provide me with this number. According to Damian that is not the case, and that we have to wait 24 to 48 hours for someone to call with a voucher number. This means even more time without a refrigerator, and also leads me to believe that Patrick lied to me just to get me off the phone.

At every turn of this process we have been told incorrect information, spoken to rudely, and flat out lied to. The funny thing is, I called Sears not because I was hoping for a voucher for money off a new refrigerator, because frankly, my best case scenario was a quick repair, but because I have used you three times in the past for the appliances in my rental house. I have been completely satisfied, felt that I had great service, and good value for my money. I do not know what has happened to your repair company. It seems as if you have in your employ incompetent repairman and rude customer service people who are not beneath lying.

This has caused a strained relationship with my tenant, countless hours on the phone with your call centers, countless hours of time away from work by my tenant to be at the house for the four hour appointment window (times by the five times that she had to take off of work, it is a substantial amount of time and money), food loss, and just plain suffering from the aggravation of this whole ordeal. I would greatly appreciate if someone would contact me to resolve this issue.

To recap what it is that I need. First and foremost I wanted my refrigerator repaired in a fast and efficient manner. Secondly, if this could not be done then I would like to receive the voucher so that we can get our tenant a new refrigerator, and a voucher to replace the food she has lost as swiftly as possible. If neither of these things can be done, then I would like a full refund of the repair/warranty that we purchased so that I can take my business elsewhere, as there are many reputable places that would be very happy with our business. I truly expect more from Sears and it is my high hope that someone will call me and rectify this unacceptable situation.

Candy Pravecek

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Gholamali Roshandell (Fareed) July 30, 2014 at 2:59 am

Dear Sir/ Madam
I don’t know if this is a right place discuss my concern, please if this is not a right place provide me with some advice and connect me with the right person or persons to discuss my situation. I am an injured worker who got injured while working at sears in San Mateo California store. During almost 9 years of my injury I realized that Sedgwick and their representatives are playing sears and myself as an injured worker to benefit their firm and make dishonest profit, since sears is self insured company they are trying to keep my case in their book as long as they can and try to make me to go court as much as they can so they can profit from it. Usually the best interest for the business is to settle the claim but Sedgwick and their appointed law firm is not willing to settle the claim just because they will profit as long as they have my claim on their book. Please if you are the right person I am asking you to take a proper action and if you are not please set me up with people who can help, your action would be great financial help to your company. I would like to provide more info as you need to resolve the issue. Thank you for your very kind consideration in this matter.
Gholamali Roshandell (Fareed)

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Joseph C. Teague July 29, 2014 at 11:18 pm

I write this letter, to voice my concern & distasteful treatment as a customer of your Product Line “Kenmore”.  Last year (2013) November, just after Black Friday. I purchased a Canister Vacuum, with one year’s warranty, approx. 9 months ago.
 
I encounter a problem with the Unit, and in turn, took the Machine with a dented hose for repair, for the suction capacity appeared to be not working. Note, the motor ran however, the level of suctions, just was not observed.
 
It was reported by your Repair Department, approx July 25th, there would be a charge of $50.00 for diagnostic and $49.00 to Clean & Repair Unit. I authorized this cost, however, I complained and sited
the unit was still under warranty. 
 
It was today, July 29, 2014, I went to pick up this vacuum unit and
again voiced my  complaint about the repair cost of $99.00.
 
Keeping in Mind, I recognize the hose was dented, and would not have objected to the cost to replace the Hose. This very same approach (Replacing the Hose), was the recommended solution in correcting the infraction or lack of suction power. However,  I object to the Diagnostic Fee, during Warranty ($50).
 
It’s No wonder, your company is not faring very well with the Customer Service Approach taken. Not only may you have lost me as a customer, but the negative comments. I’ll spew to friends, if some action is not taken for a refund. Your repair department, has no clue the damages they inflict on your companies, bottom line. They don’t see the big picture of how Sales, Repairs and Customer Loyalty.

Unfortunately, I blame the CEO Edward S Lampert, for not promoting a common sense policy on similar infraction. No product is perfect, however to the Consumer, they’re concerned is how they’ll be treated with a product purchased from your company, when something goes wrong.
 
This was not a good experience, thus far.
 
I hope you consider my request of a refund of Diagnostic ($50.00), it’s my assumption the hose may have cost $49.00, however, even that’s high.

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Lori Rinaldo July 28, 2014 at 11:59 pm

The ice maker in my new sears frig didnt work well from day one
It never dispensed the ice properly..it was always clogged and then the shoot door stopped
closing all the way so thick frost started forming in the freezer. It took 3 visits from. different repair men to try to fix it which is worse since you have to wait around for 4 hours for all 3 visits. The 1st repair man messed with the wires and said it was fixed. He also knocked a nearly new clock of my wall not once but twice and broke it. He asked me to turn off breakers and pulled the wood trim off my wall. To make it worse the ice maker still didnt work…the cubed feature didnt work at all & the frost was worse than ever. I waited another 4 hours, he second guy just ordered parts & left. The third guy seemed great but we will see if its actually fixed. The service at Sears is not what it used to be. It took 3 visits to get it taken care of and I ended up with a broken clock and wood trim. After reading other feedback here they clearly dont care about their customer satisfaction. I probably wont purchase sears appliances in the future.

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lou Hall July 28, 2014 at 9:17 pm

After several tries of reaching a Sears or Craftsman rep to actually handle my issue (1500 craftsman riding mower, less than a year old starter went out) I reached out to the corporate HQ line and after asking to speak with the CEO was rudely told I would be transferred to customer service solutions. The rep was very helpful yet stated he had no way to either exchange my mower for a new one, reimburse myself for wages lost while awaiting a repair person or would sears or Craftsman refund my money.

I asked to speak to Sears management and was told the customer service solution personnel did not have access to management. I then asked to speak with the manager of said department and was told this manager had no authority other than what each rep had.

I was able to speak to a manager of the customer service department. No progress what so ever. I suggest all, especially Veterans stop purchasing sears products

What happened to Sears, once a beacon of reliability and quality, now

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Mrs. Joan Laufnick July 28, 2014 at 7:53 pm

I am SO disappointed in Sears eliminating the 10% Veteran’s Discount. All those military personnel, who put there lives on the line for this country, deserve better. My husband & I have been loyal Sears customers since 1972. He is a Disabled Veteran who is now bedridden due to herbicide exposure during the Vietnam Era.Sears now only donates to “Hope for Heroes” instead of helping ALL Veterans. While this is a good cause, Sears is now discriminating against 4 generations of men & women who honorably served the United States of America. I and my family will no longer patronize Sears or it’s affiliates, until Sears once again honors all our countries Veterans. I will be urging all Veterans & their families to do the same, via Social Media.

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lou Hall July 28, 2014 at 1:38 am

I purchased a craftsman 1500 riding lawn mower. On July 22nd after a long wait period a tech came to my home yet due to not having the correct part, my mower is still setting idle. Why???? i have been informed at 1929 central time (From Andrew of Sears) that a part will not be in until August 13th.

During this period I purchased a push mower (6.5) and it does not work now either and is only a month old. I purchased both at the sears store in Grove Oklahoma.

No longer will I shop at Sears.

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Vijendra Agarwal July 26, 2014 at 8:05 pm

Have you heard the phrase like how many engineers it takes to replace a bulb? The new paradigm is, “How many days does it take Sears Repair service to tune a lawn Mower?” I had my lawn mower delivered to a Sears store on June 24, 2014 with about 10 days for its tuning and turn around time which is already too long. Today is July 26, 2014 with no definite date for return yet. I am being promised July 28 but I will believe it only when it happens. The customer service is totally horrible; they don’t read emails properly; if they read they don’t comprehend and act on it. Return calls are rare and that too without any substance. Everyone at Sears has talked about the delay in getting the parts- what they needed is one spark plug for the tuning. It was perhaps being manufactured somewhere in China; I wondered what kind of supply chain management does Sears use? Would I go back to Sears? I don’t know.
The answer to how many days to have a lawn mower tuned- Probably ONE MONTH AND 4 DAYS- perhaps the Guinness record for Sears. Hail Sears Holding Co. for its financial issues. I would love to hear about your experiences with Sears Repairs.
Have you noticed their logo with their signature, “See it, Own it, Solve it, Do it” I would like to have it changed to, DO NOT SEE, DO NOT OWN IT, DON’T HAVE TO SOLVE IT, TAKE TIME IF DECIDE TO DO IT.

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Ben Cartwright July 26, 2014 at 4:54 am

I scheduled an appointment for Friday from 1-5 and no one showed up. I called Sears and was told that no technician was assigned so no one came out, really? No one bothered to call me, I spent fours waiting for nothing. I was then told the best they could do was an appointment on Monday, Really Monday you stood me up on Friday, won’t help on Saturday and the best you can do is Monday—Very, Very poor business practice. I cannot believe that Sears Home Service operates like this.

Ben

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LaDeace Moore July 24, 2014 at 12:54 am

My question is who do I contact in corporate office to resolve a situation with Sears I’ve contacted Sears on several occasions and I’ve been running around for the last 30 days with no real information or input to assist me. Parts Direct Dept. Please no representative. Customet care has not help me resolve my problem. Ms Moore (916) 534-xxxx.

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Portia Moore July 23, 2014 at 10:22 pm

Sir, Aylwin B. Lewis, President & Chief Executive Officer of Sears,

My mother Ms Minnie Cooper was getting home services done to her bathroom-a
basic white wall with new shower head for 3,000. She put a deposit of 1,000

more than what was asked for by the salesman. The house is almost 70 years old. When the workers got to her house they looked at the bathroom which is old and had a hole in
the wall and told me that the work cannot be completed because she has mold
in the walls. I immediately call the restoration team to test the house for
mole and it was mole in the walls and under the floor. We were all devastated
and we were quoted close to 5,000 to get the house mold free. The house is very

old so we have some decisions to make 1, sale the house as is or 2. Try to
pay to get the mole done by a cheaper person. Our mother is on Social security
and she doesn’t have that kind of money to get the mole cleaned and get the
3,000 bathroom installed. We call and talked to the Carl Alope the office
financial director in Portsmouth VA and he was not very corporative in
refunding our 1,000 deposit. He talked about paying vendors and the
products.
So we called customer relations and she took a report and told us to call
the Housing customer service team and she emailed the same person we talked to
in the first place Carl Alope –she added his boss Chris Adopey and his boss
Mr. Abcock. One was not available and one was on vacation so Carl Alope called
us again and said we should be getting only one hundred dollars but I will give

you 500. The worker came by the house just looked thru the hole that was
there and said we have mole and he was not going to do the job. But now
we are requesting our 1000 because we are loyal customers to Sears and this is
not fair or good practice for customers that were not aware of a serious
problem that could kill people. I hope that your company can see that this
is an unusual situation and we just did not change our minds we have no choice
in this case. We hope that we don’t have to be sent back to Carl Alope-we
talked to him more than enough and he is getting upset that I’m calling all
your services to get help. I found your email online and I hope your
Assistant can help my mother get her money.

Thank you Portia Moore (daughter of Minnie Cooper)

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Lupe Villa July 23, 2014 at 10:16 pm

Bad, Bad, Bad Company! I purchased a Central Air back in 2008 for 8K, had it financed, salesperson at the time seemed to really care, haha! He got his commission and ran with it. Two years after my unit was installed, we started having cooling issues with the Central Air. It felt like we had our old swamp cooler back again cooling our home. I kept calling the sub-contractor who originally installed the unit, they were so friendly and little did we know that we should have been calling Sears. After the sub-contractor quit coming, cause they could not find the problem they said for us to call Sears and I did. I started making notes and documenting days and times with who I spoke to with. You may want to do the same because Sears does not stand behind their products or service. My warranty ran out last year in September 2013 for the parts and even though I kept calling they are now telling me, they cannot help me out and that I should have purchase some Warranty Protection Plan! I guess all the times Sears sent out A&E Factory techs who could not find the problem and one of them actually told us it was an Installation problem, Sears customer service and Customer Solutions dept acted like they did not know what I was talking about. They were to make notes and even gave me Case Numbers to refer back to but now they act like it’s all my fault and that I am in the wrong. I have made several phone calls to the Project Manager, and his boss they don’t really care. I explained how we have a Newborn baby and a 5 year old grandson living in my house in NM and they could care less. The Project Mgr. said his hands were tied and could do nothing about this. I did tell him I would be contacting my attorney and they should hear from him. Meantime, I contacted the Rio Rancho, NM Contractor dept and found out the sub-contractor never pulled a permit to this this installation! Am filing a complaint with the Attorney General office, BBB, and hiring my own lawyer. I will never, ever use Sears for anything else, they have bad, in experience customer service along with Home Improvement Managers. They do not care about customers, little newborn babies, or family. Need I say more?

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Christopher Williams July 23, 2014 at 9:21 pm

I took my car to get services at Sears Auto Center 4807 Outer Loop Dr, Jeffersn Mall, Louisville, KY 40219 and it took 24 hours for the call to be even looked at. Once they did have time to verify what was wrong with my car it was Saturday and by then unable to order parts over the weekend due to none of the suppliers having the available part. When I called on Saturday and Spoke with Jeremy he advised me they did not even have a car for Christopher Williams. After further research he then found that a technician was looking over the car to see what was wrong with it. This is how I know it took this location 24 hours to look at my car. They then told me per the manager for the Auto center Tim that none of the suppliers had the part and had to wait till Monday to even order the part. However once the part was ordered it was not received until Wednesday. Long story short this location and business is suffering from a consistancy and being capable to even function properly. Also I refuse to ever go back to Sears for anthing else for this matter due to the poor service and quality that the continue to provide! This is very concerning for any customer that may experience poor service at any one of your locations through out the US.

Thank you,

Christopher Williams dissatisfied customer

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Sylvia Gutierrez July 23, 2014 at 6:31 am

July 22, 2014
Sears
Chief Executive Officer.
I took my 2007 Chevy Aveo to the Sears Automotive Center in June 2014, to confirm that my alignment was still intact since I had purchased new tires from the same department shortly before my visit.
The auto representative Ed came back and stated that I needed new breaks and that they had to be done that day because if I did not my car would sustain irreparable damage. At that point I was lead to believe that I had no choice in the matter. I told him that I had previously had my breaks done as well and Ed said that I needed them again. I went in @ 8:00 am on and left @ 2:00 pm, and paid over $400.00.
Before I left that day technician requested that I do not step too hard on the breaks. I thought this was an odd request since I had never been requested that before. My breaks started making a grinding sound shortly thereafter every time my car came to a stop. I have been to the auto center approximately 5 times since then, and my breaks continue to be getting worse. The Service Manager Alex stated that it is dangerous to drive my car right now and that I need additional new parts for the front and back breaks and I am going to have to pay more money.
My car was damaged at the initial visit by the fist technician that worked on my car. I am requesting a FULL REFUND AND ADDITIONAL FEES THAT WILL INCLUDE PARTS AND LABOR to repair the damage done at your auto center. This does not include the time that I will never get back due to the ineffectiveness of the Sears Auto Center in repairing my automobile.
I am a working class woman, I cannot afford this kind of unapt services. I feel taken advantage of because I am a woman, I feel betrayed, and that I have been sold services that my car did not even need and now I am in danger every time I get in my car.
I have been going to Sears for several years. I know that I am over charged, but I am paying for quality, honesty and respect. I have NOT received that in my past visits described above. Not only that but I have not received that common courtesy to have any of the Store nor Auto Center Managers return my call.
Your cooperation and consideration in this matter are greatly appreciated.
Thank you,
Sylvia Gutierrez

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Lupe Villa July 23, 2014 at 9:45 pm

Report them to the BBB and get a Consumer Attorney involved, they do not care about the customer.

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Francis Ford July 22, 2014 at 12:38 am

Dear Sears President:

Recently I called Sears Air conditioning repair to fix my downstairs unit in my dual system. The first day I waited all day past the time when the repairman was suppose to come, by the time he showed up it was raining so he could not work on outdoor unit. When rescheduled, the repairman worked on outdoor unit and added freon. Then he said he needed to check all the vents in the house, which he did. A few days later the upstairs unit stopped working and the pipe was frozen for upstairs unit. We called again, and the service tech came again and this time went into attic and tore apart the unit and left the panel door off and wires everywhere. He then came down and told us since the manufacturer had gone out of business he recommended we get a whole new unit because parts were hard to come by and it would cost between $800.00 to a thousand dollars to fix. He then had a salesman come to my house, and hospital room, who tried to sell us both a new air conditioning unit and furnace.
I called a local company who have been here before for a second opinion. Their tech was in the attic one minute and came down with a cell phone picture showing how your tech left our unit torn apart! He said no one else would want to work on it due to liability, because who knows what your tech had done to our unit! They have yet to return our calls since. He said Sears did “A GOOD JOB OF MAKING SURE NO ONE ELSE WOULD WANT TO WORK ON IT!”
I JUST HAD TWO STROKES AND A BRAIN BYPASS SURGERY, IT IS UTTERLY DESPICABLE THAT YOUR COMPANY WOULD BE SO DISHONEST!
DO YOU NEED THE BUSINESS SO BADLY THAT YOU HAVE TO LIE AND CHEAT TO GET IT! I HAVE A TRAINED PROFESSIONAL WITNESS AND PICTURES OF THE MESS YOUR TECH MADE.

I EXPECT YOU TO RECTIFY THIS SITUATION, OR I WILL REPORT YOU TO BOTH THE BETTER BUSINESS BUREAU AND BAD BUSINESS WEBSITES!

I AM A LONG TIME CUSTOMER AND EXTREMELY DISAPPOINTED AND DISGUSTED WITH YOUR COMPANY

Francis Ford
francisXXXX@mac.com
Norfolk, VA

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Lupe Villa July 23, 2014 at 10:41 pm

Sears does not care about the customer, they are just money hungry. I have a similar issue with my Central Air.

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Ross Newlund July 19, 2014 at 7:02 pm

I was scheduled to get a washer between 3 and 5 PM on Fri the 18th. It never came and no one ever called to explain.
Call one: At 5:15PM I called and your service center e mailed the driver to call us. He did not.
Call two: I called again at 5:45PM and the service center again e mailed the driver, who again did not call. I was told they were running late. They were at stop 10 and we were stop 13.
Call three: At 7:30PM I called. The service center said they are still running late but promised the washer would be delivered between 8 and 9.
Call four: At 9:30 I spoke to a manager at the service center, Fred. He said the warehouse was closed. He would leave detailed notes for the manager at 7:00 AM to call the warehouse to demand that our washer be the first stop on Saturday.
Call five: At 8:00 AM, I called, as no one called me. I was told the order never left the store, and the delivery date promise of the 18th was all a mistake. The real delivery date I should have been given all along was the 24th. A manager would call in a few minutes to explain further and apologize.
Call six: At 8:45AM I called back and spoke to Tyler. He called the warehouse twice, but no one answered. He promised a supervisor would call by 10:00 AM.
Call seven: At 10:15AM I called, Ellen. She called the warehouse and was told that we were called and no one could reach us, so the delivery was rescheduled. Ellen and I agreed this was a lie, as she has documentation I called three times before the warehouse closed last night. By the time we were done talking it was close to 11:00 AM. She said that no supervisor has been available for the last three hours to return the call/request I made at 8:00 AM.
Call eight: At 12:00 Noon I called Kate. She said that a supervisor would call when they were able, but no one has been available to call me back for the past 4 hour and 15 minutes.

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Lupe Villa July 23, 2014 at 9:47 pm

Go somewhere else, like my uncle told me one time, if I am paying then I call the shots!

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moturner August 14, 2014 at 6:25 pm

Lupe Villa
I had a horrible experience with my unit too. Who is your lawyer? I would like to see if they will take my case too!

Reply

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