I made an order with http://Sears.com, mainly because my Shop Your Way Rewards dollars/points were expiring. After I entered my member number and PIN and submitted my order, there was nothing indicating that my points were used. I immediately contacted Sears, and their reply was "we owe you an apology" along with "I assure you that you will be able to use your Reward points on your next purchase." Instead of applying the points and giving me credit on my credit card, they wanted me to spend more money with them.
I then emailed their corporate office firstname.lastname@example.org . They apologized for "the difficulties" and assigned a case manager. The case manager called my home, while I was away at work, so I recontacted her and gave her my work phone number and my work hours. She never returned my call there, but the case manager's supervisor called my home a couple days later instead. It's obvious that they never wished to actually speak to me, since I called them 3 times, gave the correct phone number to call and emailed them back.
Their customer service is deplorable! They didn't even get my order correct. One of my items was the incorrect size, even though I confirmed on line again that the item number I ordered was the correct color and size.
** Please, do not patronize their business, including Kmart and Lands End. If there is an issue, you may never get it resolved, and seeing how their customer service is for their main office, they obviously don't care. Why would anyone want to go through these hassles??!!