Types of Badges

Community Manager Comm Mgr

Comm Mgr

Community managers take care of the entire community so we can enjoy it.
Moderator Moderator

Moderator

Moderators are the good people who help get questions answered and make sure everyone follows the rules.
Expert Expert

Expert

Experts are the smart cookies who know a ton about products and answer questions.
Sears Cares Sears Cares

Sears Cares

People with this badge are trained customer care representatives who make sure you get help when you need it.
Associate Associate

Associate

Associates are actual employees of Sears Holding Corporation, but not part of the Community Team.
Vendor Vendor

Vendor

These are business partners of or suppliers to Sears Holdings Corporation.
Editor Editor

Editor

Editors are grammar gurus who create blogs and guides that you will enjoy.
Sr. Blogger Sr. Blogger

Sr. Blogger

Count on these topical wordsmiths to deliver blogs and guides that matter to you.
  1. Home & Family Do you ever answer customer complaints??

    Hi HopelessInHJ, Thanks for coming back onto the MySears Community Page and letting us know that your case manager was able to resolve your issue. We are always happy to forward compliments to our …
  2. Home & Family where can i complain about the repair services offered by sears?

    Dear asf1, Thank you for bringing this issue to our attention. We're sorry for your continued frustration. We will need your actual name that the appliances are listed under instead of your screen …
  3. Home & Family We need help resolving an ongoing issue with a messed up installation of a water heater. Have been getting no response to emails and the run-around from the toll-free customer service reps.

    Dear waterheaterwoes, We would like to thank you for bringing your water heater issue to our attention. My name is Susan with the Sears Cares Escalations team. We are a single point of contact for …
  4. Outdoors When your Craftman snow blower catches fire and Sears says it it fixed but it happens again and again. What number can I call? All the benefits administration tell me is it has to happen four times in a year or they can't replace it.

    Hello irate-customer, We'd like to thank you for posting to let us know you are having issues with your snow thrower and would like our assistance. My name is Susan with the Sears Cares Escalations…
  5. Home & Family I need help with the delivery of my washer and dryer. The customer service call center is unable to understand my frustration and inconvenience.

    Hi Akcmachine, Thank you for taking the time to post and let us know you are having difficulty with the delivery of your new washer and dryer. My name is Susan with Sears Cares Escalations team. We…
  6. Outdoors I bought an item online thru sears.com didnt know it was a 3rd party vendor order my order never got past processing called numerous times spent hours on the phone finally learned that sears couldnt locate who the the third party vendor was and it seemed very unlikely that they will be able to complete this order so i then decided to cancel the order since it was suppose to be delivered on Dec 21 and that day came and went well it has now been 4 days since i cancelled my order and and sears has been unable to complete my request to cancel i called numerous times and they keep saying they need more time to verify the cancellation and wont give me anytime frame as to when i will be credited back the charge they cant complete the cancellation until they verify with the 3rd party vendor ok so quick review sears took my order sent it ot processing it never got out of processing found out they didnt know who the vendor was and couldnt get the order to processing since they had no idea who was going to send the oder and now they cant cancel the order until they verify the order thru the 3rd party vendot that they have no idea who it is ok what are you guys missing besides any common sense

    ausgriffer, Thank you for requesting additional information regarding your issue. My colleague Jack requested contact information from you on 12/28/13. We never received your contact information an…
  7. Home & Family Does Sears Care ?? ever ??

    Dear rishib1, We'd like to thank you for bringing your snow thrower issue to our attention. This is not the type of service that Sears has long been known for or the type of service that we want ou…
  8. Outdoors Can you please send me the contact details of CEO of Sears as I would like to make a complaint

    Hi Orchids111, We'd like to thank you for bringing your mattress, refrigerator and washer and dryer issues to our attention. My name is Susan with the Sears Cares Escalations team. We are a single …
  9. Home & Family How do I file a complaint about Sears and their customer service? They do not provide all the information to the customer so they can steal money from them which is basically happening too me!

    Dear avisc1126, My name is Susan with the Sears Cares Escalations team. We're sorry that you've received poor customer service and have not received complete information on your order. We strive to…
  10. Home & Family Why haven't I received my free pillows yet?

    Dear HawaiiCustomer_1, My name is Susan with the Sears Cares Escalations team. We're sorry that you've not received the pillows promised with your Serta mattress and box spring. We'd be more than h…
  11. Home & Family How do I find a Sears employee who cares enough to resolve my problem with a horrible product Sears sold?

    Dear 99sic93, My name is Susan with Sears Cares Escalations team. We are a single point of contact for escalated issues which means that you'll work with one dedicated Case Manager who can help res…
  12. Home & Family I ordered some stuff for my son on Dec. 6 2013 and Sears.com guaranteed that it would be delivered on the 11th. I only received TWO of the three items on the 10th. One of the items still says Ready To Ship and the Arrival Date is on the 11th. Well guess what? It's the 12th and still NO PACKAGE! This is the third time I have had an issue with Sears shipping. These people need to get it together. Is organization a problem? Fix it! Don't guarantee consumers two day delivery and then don't send the package without emailing us if there is an issue with the item availability. The only email I received was that the items were shipped w/ a tracking link. The Track Your Package link didn't even work. This is the last time I will order anything from Sears.com Once again this company is a huge disappointment. This is completely unacceptable.

    Dear GenieC84, My name is Susan with Sears Cares Escalations team. Please accept our sincere apologies that you haven't received your online order in the promised time frame. We'd be more than happ…
  13. Home & Family where can i complain about the repair services offered by sears?

    Dear Mertel, My name is Susan with Sears Cares Escalations team. We are sincerely sorry that the repair on your washer is taking so much time. We understand that your time is valuable and also know…
  14. Home & Family At this point I just want my money back, help!

    Dear w.t.h., My name is Susan with Sears Cares Escalations team. We're sorry that some of the online items that you purchased through our website did not arrive but you were still charged for them.…
  15. Home & Family This is by far the most horrible and worst service I have EVER received from a company!! I ordered a kitchen nook and received an email on November 26th that it was ready to be picked up from the local Kmart store. Due to the holiday shopping, I figured I would wait a few days to pick it up. Then, I receive an email on December 3rd that per my request, my order was cancelled. I replied that I did not cancel the item. I was initially told that I cancelled the order, then a representative said it was cancelled due to lack of inventory and then that it was a technical error on Kmart's behalf. I keep asking the same question via email and I keep getting the same generic form letter email back, but from different representatives. I have been offered 10% off a future online order, which is ridiculous after all this as well as several different representatives that can not answer a simple question. They encourage me to place a new order, but I can not because the inventory has been pulled from the site? I want to know how I received a barcoded email stating it was ready to be picked up if there was no inventory available? This entire experience has been negative, even more so that I have been dealing with your people who have no idea how to communicate with customers and just keep sending me the same information over and over again. I feel the cancellation on your part was unacceptable. Even more so that your company tried to blame the cancellation on me as if I had changed my mind. I assume the rep thought I was totally ignorant and would think

    Dear Mrs.Proctor, My name is Susan with the Sears Cares Escalations Team. We received your email and would like to offer our sincere apologies for the manner in which your order was handled. We str…
  16. Home & Family I placed an prefer online for pick up in store and here it is 3 days later I can't pick it up because the system is down! When do I receive my drill I ordered this is horrible customer service!

    Muddweiser, Thank you for bringing this continuing issue to our attention. We're sorry for any inconvenience and frustrtion this is causing you. I've forwarded your post to your Case Manager for pr…
  17. Home & Family How do I file a formal complaint?

    Dear mrohan, We're sorry for your continued frustration. I'll forward your post to your Case Manager and ask that she contact you as soon as possible. Thanks, Susan R. MySears Community Mod…
  18. Home & Family Defective Kenmore Trio Refrigerator, multiple ongoing issues!

    Dear SearsCustomerAK, My name is Susan with Sears Cares Escalations team. Thank you for bringing this issue to our attention. We'd like to apologize for the ongoing issues you're having with your r…
  19. Home & Family I have an ongoing marketplace order that's not been resolved in almost 3 months of emailing and calling. Ordered June 24, paid immediately through Paypal, got wrong item, sent back, still not reimbursed. Much more-Timeline to follow

    Dear Weissie02, We're sorry that you're having difficulty receiving the refund that has been promised to you. We'd be more than happy to offer the assistance of a dedicated Case Manager who can hel…
  20. Home & Family Is there anyone at Sears who can resolve a customer issue?

    Dear jtrichard, My name is Susan with Sears Cares Escalations team. We would like to thank you for posting and allowing us to offer our assistance with your mattress issue. This is certainly not th…
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