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Community managers take care of the entire community so we can enjoy it.
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Moderators are the good people who help get questions answered and make sure everyone follows the rules.
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Sears Cares Sears Cares

Sears Cares

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Associates are actual employees of Sears Holding Corporation, but not part of the Community Team.
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These are business partners of or suppliers to Sears Holdings Corporation.
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Sr. Blogger Sr. Blogger

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Count on these topical wordsmiths to deliver blogs and guides that matter to you.
  1. Liked this: Outdoors What Would Be Your Dream Backyard?

    I want a yard large enough that I can stand at any of the corners of my house, and not see my property line. A pool, a hot tub and a many car garage with multiple lifts are all I really care about
  2. Liked this: Food & Cooking In Nov 2013, I purchased a Kenmore oven 790-48832901. After visits from two Sears repairmen, replaceing the Control Board and hours of trying, the oven does not bake correctly.

    Dear how75, We thank you for bringing this matter to our attention. We are sorry your issue has yet to be resolved. I will forward your post onto your case manager and request a follow up call rega…
  3. Liked this: Outdoors Let me make sure I understand. I take my mower for repairs and specifically list "oil leak" and loss of power. Your repair facility wipes the oil off, changes the spark plug and air filter and sends the mower back without even attempting to find the oil leak. I mow for 25 minutes and oil is again leaking down the sides and rear of my mower. I make a video showing the oil residue and oil standing on the mower deck in at least 2 different places and return the mower with a repair ticket that says only "oil leaks not addressed on previous work ticket #1917036". You repair facility has the mower for 7 more days and I get an email from you stating they could find no oil leak and were returning the mower AFTER DOING NOTHING! I request they clean the oil from the mower deck and air filter and run the mower for 30 minutes before it is returned. Then the "senior tech" claims he found an oil leak in the air filter gasket, replaced it and again sent the mower back WITHOUT EVEN TRYING to find the other oil leaks. After taking my mower home again and just a visual inspection, it is obvious your repair facility has again made no attempt to find the oil leak, since they haven't even cleaned the old oil and residue off, and again, after running the mower for 20 minutes, oil is running down the sides and rear of the engine. At this point it is very apparent your repair center is either absolutely incompetent OR they have no intention of honoring my protection agreement. I take the mower apart, find the VERY OBVIOUS oil leak, make another video to show your "highly trained" technicians where the oil is pouring out the top of the engine and send it in AGAIN for the same repairs that were supposed to have been done back in February. NOW after 2 opportunities and 10 days to do repairs, ON WHICH THEY REFUSED TO EVEN ATTEMPT TO FIND THE OIL LEAK, I'm going to be without my mower for another 2 weeks and NOW instead of replacing a mower with a MAJOR engine problem, your service advisor feels it's imperative to fix the problem that they NEVER would have looked for or found if I had not done my videos instead of replacing the faulty product. I do not feel this is the right decision nor do I have any faith that your repair center is capable of fixing something they could NOT EVEN FIND after 2 trips to their facility. At this point, after the hassle and frustration since February, and the incompetent and dishonest treatment from your repair center, who do I speak to about a FULL refund of the money spent on the “protection agreement “. It is NOT worth the paper it’s written on!!

    Hi there, rogero51! Welcome to the MySears Community! We appreciate you sharing your feedback with us the repairs of your lawn mower and bringing this issue to our attention. I would like t…
  4. Liked this: Home & Family How to sync up the wall units to the garage door opener?

    Hi RJSin88, The wall unit are hard wired into the overhead control. Perhaps the wire connection is not correct and this prevents the wall unit from operating. The overhead provides the voltage to th…
  5. Liked this: Home & Family Do you ever answer customer complaints??

    sunflower109, We're sorry your issue has yet to be resolved. If you email smadvisor@searshc.com with your case number, we can ensure your case manager receives your message and request they contact…
  6. Liked this: Saving Money How to contact Sears rebate center?

    DudaBr69, Hi, my name is Brian with the Sears Cares team. We have received your email address and will be contacting you tomorrow regarding your rebate situation. We apologize for any inconvenience…
  7. Liked this: Outdoors I am writing in hopes that you will help me resolve a situation that is a very negative reflection of your company’s business practices. I have gotten nowhere with customer care and nowhere with your customer complaint department, so I am hoping to finally get to a resolution with you. I purchased my 2nd gas grill from Sear at an individual Sears Hardware Store in April 3 years ago. I had come to know and trust the store manager at that store because of prior purchases, including a prior gas grill I purchased. I was so disappointed when after 1 season the grill totally rusted out. I took the burners of the grill into the store with me to show the store manager. He told me that my problem would be solved if I purchased a new grill and bought a warranty to go with it. I did what he suggested and bought a nice new grill and a 1-year warranty. The manager and his top salesman proceeded to tell me how wonderful the warranty was. They said that in the spring when I uncovered the grill, all I needed to do was to call the serviceman and he would come out and replace ANYTHING that was not working or was rusted. They told me how they had done it themselves and had everything replaced with the warranty so that the grill would seem new again. They made such a big deal out of it that they told me I really should sign up for 3 years instead of 1 year. I needed to check with my husband before spending more. The manager gave me a short period of time in which I could return to the store to add the extra 2 years. I did return and paid more for 2 additional years on the warranty. After the winter was over, I took off my cover and called Sears. The repairman or center asked me what the problem was. When I told them there was rust everywhere, they said they didn’t cover rust! I was very upset and tried to call the store, but the store had closed! I called the manager of the Chesterfield Sears- the largest Sears around and asked the store manager if he knew where they had gone or what I should do. He gave me the Customer Care number where I had a terrible call with a woman who told me the warranty absolutely didn’t cover rust. She was so intent on being right that she didn’t even listen to my complaint. We have not been able to use our grill for most of the last 2 years. The photos above were taken today, but I also took some 2 years ago when I was refused a service call. I can locate them if I need to. I may have written to someone then- I just can’t remember. Yesterday, someone from Sears called me to renew my warranty. That woman got to hear an earful. She told me that you DID used to cover rust, but that your warranty had been changed. She gave me a place to call. I did that today and I have been told I should write to this email. I have no problem sending my email to the Sears Corporate Office, but I am trying to follow what I have been told first. This issue can be satisfied by giving me the parts needed for the interior of my gas grill. The entire inside has rusted as you will see in the enclosed photos. The outside looks good except for rusting on the rails (photo not included because of file size of this email.) I would expect a large company with the reputation Sears has to make good on what I was sold- even if the men involved had not kept up with changes in the warranty. If I looked online, how many others might I find who experienced the same thing? My husband and I own a real estate company and I am an officer of the 3rd largest real estate association in the country. I would think that you would care about the experience we would relate to everyone who brings up the name Sears. I can be reached at ***-***-****, my cell. My warranty expires on April 17th and I would like to get this resolved while I am still covered. I would really appreciate your help. Than you.

    Dear StLRealtor, Please accept my apologies. I just realized that you included your phone number with your post. I have forwarded your contact information over to our Case Management Team for assig…
  8. Liked this: Outdoors I am writing in hopes that you will help me resolve a situation that is a very negative reflection of your company’s business practices. I have gotten nowhere with customer care and nowhere with your customer complaint department, so I am hoping to finally get to a resolution with you. I purchased my 2nd gas grill from Sear at an individual Sears Hardware Store in April 3 years ago. I had come to know and trust the store manager at that store because of prior purchases, including a prior gas grill I purchased. I was so disappointed when after 1 season the grill totally rusted out. I took the burners of the grill into the store with me to show the store manager. He told me that my problem would be solved if I purchased a new grill and bought a warranty to go with it. I did what he suggested and bought a nice new grill and a 1-year warranty. The manager and his top salesman proceeded to tell me how wonderful the warranty was. They said that in the spring when I uncovered the grill, all I needed to do was to call the serviceman and he would come out and replace ANYTHING that was not working or was rusted. They told me how they had done it themselves and had everything replaced with the warranty so that the grill would seem new again. They made such a big deal out of it that they told me I really should sign up for 3 years instead of 1 year. I needed to check with my husband before spending more. The manager gave me a short period of time in which I could return to the store to add the extra 2 years. I did return and paid more for 2 additional years on the warranty. After the winter was over, I took off my cover and called Sears. The repairman or center asked me what the problem was. When I told them there was rust everywhere, they said they didn’t cover rust! I was very upset and tried to call the store, but the store had closed! I called the manager of the Chesterfield Sears- the largest Sears around and asked the store manager if he knew where they had gone or what I should do. He gave me the Customer Care number where I had a terrible call with a woman who told me the warranty absolutely didn’t cover rust. She was so intent on being right that she didn’t even listen to my complaint. We have not been able to use our grill for most of the last 2 years. The photos above were taken today, but I also took some 2 years ago when I was refused a service call. I can locate them if I need to. I may have written to someone then- I just can’t remember. Yesterday, someone from Sears called me to renew my warranty. That woman got to hear an earful. She told me that you DID used to cover rust, but that your warranty had been changed. She gave me a place to call. I did that today and I have been told I should write to this email. I have no problem sending my email to the Sears Corporate Office, but I am trying to follow what I have been told first. This issue can be satisfied by giving me the parts needed for the interior of my gas grill. The entire inside has rusted as you will see in the enclosed photos. The outside looks good except for rusting on the rails (photo not included because of file size of this email.) I would expect a large company with the reputation Sears has to make good on what I was sold- even if the men involved had not kept up with changes in the warranty. If I looked online, how many others might I find who experienced the same thing? My husband and I own a real estate company and I am an officer of the 3rd largest real estate association in the country. I would think that you would care about the experience we would relate to everyone who brings up the name Sears. I can be reached at ***-***-****, my cell. My warranty expires on April 17th and I would like to get this resolved while I am still covered. I would really appreciate your help. Than you.

    Dear StLRealtor, My name is Susan with the Sears Cares escalations team. We are a single point of contact for escalated issues which means that we handle your issue with one dedicated case manager …
  9. Liked this: Home & Family Where can I make complaints regarding delivery issues?

    jjones1234, Hi, my name is Brian with the Sears Cares team. We appreciate your feedback regarding your refrigerator delivery and would be happy to contact you to assist in getting it delivered as s…
  10. Liked this: Home & Family Why do you sell a countertop product for the kitchen that cannot stand up to routine situations?

    jwg71, Hi, my name is Brian with the Sears Cares team. After reading your post, it's understandable why you could be upset with your counter tops cracking given the information that was presented t…
  11. Liked this: Home & Family I would like more assistance with my Case #2291654. The Beautyrest mattress I purchase din October 2013 is clearly defective with an inch+ sag on both sides (we are not overweight!) I have the sales receipt and the silk tag and photos, but the law tag was removed and discarded . I was told I have no options for replacement because the law tag was removed (the consumer CAN remove it). I removed the tag assuming the product I purchased from Sears would be good but it is clearly defective. Help! Who can I contact to resolve this issue? Claims department suggested the Executive Relations office

    GrBrown, We appreciate your concerns and we apologize that your issue has yet to be resolved. We will ensure your case manager receives your message. Thank you, Brian H. MySears Community Mo…
  12. Liked this: Home & Family Hi there. I paid the remaining balance of my layaway on Monday. The website said it would take 1 business day to post. This was fine because I didn't want the dishwasher delivered until Thursday. I figured the worst that could happen would be I would have to pick it up at a store. When I pressed the "make payment" button, the system showed the payment for one second and then an error message popped up that said "temporarily unavailable." I didn't want to make another payment so I called my bank immediately. They said that yes, the funds were removed from my account and it was up to sears to capture the payment-that I couldn't cancel the payment via the bank. Tuesday, I called sears customer service. The rep was nice, apologized and said he would put me on hold to talk to a manager. He returned, said the manager said it typically takes 1-2 business days for internet payments to post. Also, that it would show I paid the balance in full by the end of business yesterday. Today I called again as the payment is still out of my bank account. I was put on hold so the rep could talk to a manager. I explained that I would like to talk to a manager because I was told that the payment would post by end of business yesterday-day 2 of the "1-2 day" posting period. The case manager was aggressive and rude. Argumentative and unprofessional. I imagine that if she paid 560 dollars for an appliance, she would be eager to resolve a potential computer glitch on Sears end as well. PS. THOSE calls should be recorded, as she interrupted me several times as I tried to explain that I'm concerned the payment of 405.81 is in limbo. Just rude. Anyway, I asked to speak to a manager after the CM told me it was 3-5 business days to post. This is unreasonable. It was taken out of my bank account immediately...I feel like I'm just being given random days to wait and see if Sears ever gets the payment. The CM told me she was the highest manager " on the line" and that if I wanted to speak to someone else, I should "hang up, call back and ask for someone else." Nice. I realize that this generation of employees aren't truly dedicated to customer service-but come on. I've been in the service industry for years. If I treated someone with her amount of disrespect, I'd be sacked immediately. I searched for an escalation number and found one. I called to speak with another CM. Although he was nice, he was completely unable to direct me to an IT department to report a potential bug, tell me what the sears system says about my phone call yesterday, or give me an explanation as to why the online payment center says 1 day to post, why the CSR I talked to yesterday said 1-2 days, why the CM I talked to today said 3-5 days...I even offered to have someone call my bank to confirm the payment is out there, waiting for sears to capture it so it may motivate someone to research it. I made the payment on Monday because I need the dishwasher tomorrow. Had the website said "it will take 5 business days to post this payment", I would have made the final payment last Monday. But, it has always said 1 day to post. My brother will be here tomorrow to install the dishwasher. I will even pick it up myself at a store somewhere. I just don't want the run around anymore. It ruins my day. Thank you for listening. Please help.

    Patty, Your email and email address have been forwarded to us by our MySears colleagues and please be assured that we do understand how you want this issue resolved. My name is Jack and I am with t…
  13. Liked this: Food & Cooking The oven racks in Kenmore Elite (Model 790.31043302) Fall Down and have caused burns?

    Hello KALP! My name is Liz and I am a member of the Sears Cares Escalations team. We thank you for posting about this matter. We can truly understand your frustrations with what has occurred with …
  14. Liked this: Home & Family Kenmore electric range, model 790, control panel burned out in less than 5 years

    Dimatasia, Thank you for the feedback regarding the issues with your oven. My name is Jack and I am with the Sears Cares Escalations Team. We would like to have a case manager contact you to determ…
  15. Liked this: Home & Family How do I submit a complaint to the Office of the President for Sears Holdings about Sears.com

    Mary_G, Thank you for your post and for letting us know about the issues with your recent dryer installation. My name is Jack and I am with the Sears Cares Escalations Team. We’re sorry for the pro…
  16. Liked this: Home & Family Kenmore electric range, model 790, control panel burned out in less than 5 years

    Cbond1990, Thank you for taking the time to post your feedback in regards to you range. My name is Jack and I am with the Sears Cares Escalations Team. Please accept our apology for the issue that …
  17. Liked this: Home & Family I am so upset with Sears and the service. On Monday April 7th I had a sears tech come to my house to replace a dryer fuse. In the process the tech busted my water pipe. It took 30 minutes to get the waterc

    mhoward116, Hi, my name is Brian with the Sears Cares team. We appreciate you letting us know about your frustration with our tech and the accident. We apologize for any trouble this has caused you…
  18. Liked this: Home & Family Hi there. I paid the remaining balance of my layaway on Monday. The website said it would take 1 business day to post. This was fine because I didn't want the dishwasher delivered until Thursday. I figured the worst that could happen would be I would have to pick it up at a store. When I pressed the "make payment" button, the system showed the payment for one second and then an error message popped up that said "temporarily unavailable." I didn't want to make another payment so I called my bank immediately. They said that yes, the funds were removed from my account and it was up to sears to capture the payment-that I couldn't cancel the payment via the bank. Tuesday, I called sears customer service. The rep was nice, apologized and said he would put me on hold to talk to a manager. He returned, said the manager said it typically takes 1-2 business days for internet payments to post. Also, that it would show I paid the balance in full by the end of business yesterday. Today I called again as the payment is still out of my bank account. I was put on hold so the rep could talk to a manager. I explained that I would like to talk to a manager because I was told that the payment would post by end of business yesterday-day 2 of the "1-2 day" posting period. The case manager was aggressive and rude. Argumentative and unprofessional. I imagine that if she paid 560 dollars for an appliance, she would be eager to resolve a potential computer glitch on Sears end as well. PS. THOSE calls should be recorded, as she interrupted me several times as I tried to explain that I'm concerned the payment of 405.81 is in limbo. Just rude. Anyway, I asked to speak to a manager after the CM told me it was 3-5 business days to post. This is unreasonable. It was taken out of my bank account immediately...I feel like I'm just being given random days to wait and see if Sears ever gets the payment. The CM told me she was the highest manager " on the line" and that if I wanted to speak to someone else, I should "hang up, call back and ask for someone else." Nice. I realize that this generation of employees aren't truly dedicated to customer service-but come on. I've been in the service industry for years. If I treated someone with her amount of disrespect, I'd be sacked immediately. I searched for an escalation number and found one. I called to speak with another CM. Although he was nice, he was completely unable to direct me to an IT department to report a potential bug, tell me what the sears system says about my phone call yesterday, or give me an explanation as to why the online payment center says 1 day to post, why the CSR I talked to yesterday said 1-2 days, why the CM I talked to today said 3-5 days...I even offered to have someone call my bank to confirm the payment is out there, waiting for sears to capture it so it may motivate someone to research it. I made the payment on Monday because I need the dishwasher tomorrow. Had the website said "it will take 5 business days to post this payment", I would have made the final payment last Monday. But, it has always said 1 day to post. My brother will be here tomorrow to install the dishwasher. I will even pick it up myself at a store somewhere. I just don't want the run around anymore. It ruins my day. Thank you for listening. Please help.

    Nflpaypay1, Hi, my name is Brian with the Sears Cares team. We're sorry to hear of the trouble you have experienced with submitting your layaway payment as well as with the less than helpful phone …
  19. Liked this: Food & Cooking In Nov 2013, I purchased a Kenmore oven 790-48832901. After visits from two Sears repairmen, replaceing the Control Board and hours of trying, the oven does not bake correctly.

    I have been contacted and we are moving toward a positive solution thanks to the response from Sears Cares Team.
  20. Liked this: Food & Cooking In Nov 2013, I purchased a Kenmore oven 790-48832901. After visits from two Sears repairmen, replaceing the Control Board and hours of trying, the oven does not bake correctly.

    Thanks for your quick response. I have been contacted and we are in process of working out an oven exchange which allows me to upgrade as long as I pay the difference in price. I was impressed with a…
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