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Sears Refrigerators

Sears Appliances • Dishwashers • Ovens & Ranges • Refrigerators • Vacuum Cleaners • Washers & Dryers • Water Softener --- • Special Offers • Maintenance Agreements • Other Sears Complaints

Nita of Florence, SC February 4, 2010

I purchased a 3.9 cubic feet refridge online 01/30/10 order#125493009 iao 106.49. The order confirmed store pick-up 02/04/10. Call customer service to confirm order delivery, Wendy stated the order should reach by 02/10/10. At that time I requested to have the order cancelled, due to inconsistancy with product delivery. Requested transaction of refund the timeframe was also provided inaccurate 2*3 business days then 3*5 business to appear back in my personal banking account. Verify my email address w/John he provided the incorrect information as xxxxxxxx@att.com, when account set-up was xxxxxxx@att.net. The company Sears Roboek, K-mart and there affiliates are supressing today's economy. Poor, poor customer service and business ethics!

Patricia of Centreville, VA January 29, 2010

We purchased a side-by-side/bottom freezer refrigerator in october 2008. In Oct 2009, it was noticable that the doors had developed indentations on them. Like the stainless was pulled in from the back side (which you can't see). My daughter-in-law asked me "what happened to your doors?"

In Nov 2009, the first Tech came and said "No" coverage under the super dooper warranty we got at time of purchase. This is a 3 year warranty. He accused us of doing it ourselves and asked "do you have kids"? NO, just 2 cats. The 2nd technician that came in a couple weeks later and stayed 5 seconds said "o.k." and ordered the doors.

The doors arrived the we scheduled a service call to have the doors installed.The Tech arrived and said you have to pay for the doors before I can install them. What? are you kidding me? We were just told they were covered under warranty. My husband told him to leave and take the doors with him. The Tech told us next time they come out for the same thing we have to pay for a service call.

After many phone calls to try and track down the Unit (truck) and our doors since they were under warranty, no one could find him or the doors to tell him not to return them. I made several calls to Sears National Customer Relations and Customer Solutions Corporate Office to get this issue resolved. Everytime I called I had to repeat my story and they had to read the novel that's in our records.

Once again, the same Tech came out with Customer Service on the phone and he was arguing with them that it's not cosmetic. No one stuck up for us, the consumer. They finally agreed after I was told twice by National Customer Relations and Customer Solutions Corporate that it was covered under cosmetic by the warranty.

Finally received the doors in January 2010 (now going on 2 months). Same Tech came out to install the doors. He continued to argue with us (even though he had the new doors in hand)that there was nothing wrong with the doors and that it was a reflection. It's like he insisted that he had to be right! He even wasted our time by taking the old door outside and making us go with him to prove that it was just a reflection. It Was Not. They were still there. At this point, why was he doing this?

He installed the new doors. To note: these doors have the same kind of markings on them. This is 1/28/10 at 5:06 p.m. when he left. Noted for reference. Kenmore needs to do something about this. This a manufacturer defect that no one seems to get. I have pictures. The Tech was rude and "inconvenienced" that he had to come back for the 4th time. Isn't it his job. Word to the wise. Don't purchase extended warranties. If you are offered one, then ask "Why, do you think I will need one?"

Gigi of Bronx, NY January 26, 2010

Compressor went on refrigerator an unable to get Sears to show up. unable to keep food, spoiled food in refrigerator, became sick

john of sarnia, ON January 25, 2010

purchased a kenmore elite three door fridge serial #707mrvb09055. model #50177253. the entior light stayed on melting the light housing and the fridge liner. SEARS came out repaired the electrical board and light housing, but would not repair,or fix, the melted liner, saying that it is cosmetic and not covered . This melt down is a result of Sears customer neglect.It took six months to get an answer.

Kalvin of Honolulu, HI January 22, 2010

This the 1st letter complaint to Sears in Honolulu, Hawaii. On Jan 16, 2010 the technician came by to service our Samsung refrig. While servicing the refrig he had short circuit something on the refrig and he had called his main center for assistance at that point they had told him there is nothing he could do and to rush order the part and claim that our refrig will be repaired on Wednesday - Jan 20, 2010 the worst thing that the technician was just planning to leave without any explanation. He also said that he couldn't help us out and that he is just a technician. He had given a number to call for resolution and at this point we just been referred or transferred to numerous people with no resolution. As of today our refrig is not working the technician called saying the refrig should be up and running on Jan 22, 2010 Friday. This had cause my family so much inconveniences food had been thrown away due to spoilage. This repair is taking too long and would like Sears to replace my refrig.

Bill of Mt Aukum, CA January 21, 2010

We purchased our Kenmore Refrigerator model#79577302600 in July 2006, 1st off we started having trouble with the ice maker so we called to have a service man sent out to fix it, he determined that it needed a part, and he would have it sent to us to fix,we got it and replaced it like he said but it didn't help. Sears then told us that they couldn't repaired it. This happened in the 1st 6 months of the warranty. 2nd) 1 Month after the 1 year warranty was up the door latch broke off, we went down to the local sears store where we bought it and the stor manager said it we out of warranty and he didn't want to deal with it. 3rd) We opened the refrigerator and found that the light and control center had melted the light cover and pulled away from the refrigerators top wall. 4th) we opened the door and found that the control center was showing Error and was not cooling the refrigerator, we tried everything the manual said for trouble shooting and nothing would make it work, it also began making loud growling noises. We contacted Sears service center and was told them all of the trouble we had with the unit. All they said was that they couldn't help us cause it was out of warranty, and if we wanted to add a warranty and pay to have it repaired they would send out a serviceman. All of this happened with the refrigerator being only 3 years old. What has happened to the service and quaility sears always used to stand for. We have always bought sears appliances, but now we will never buy a sears appliance again!!

susan of rocky point, NC January 15, 2010

bought a scratch dent samsung new black side by side 26.5 cubic ft. refrigerator jan.13th 2010 on my birthday was delivered by sears same day didnt work called them same day informed them that it wasnt working and all my food was thawing out they didnt care said it would be checked on the 20th of jan. called again on the 14th of jan. told them all my food was thawed out brandi who works at sears in the appliance dept laughed and commented ha ha we sold you a lemon which i didnt think was very funny and was in bad taste! i lost hundreds of dollars worth of food which i cant afford to replace! espically when the refrigerator never worked from day 1 which sears was informed the same day it was delivered. also oscar told me to go buy a new one and sears would pay up to 80.00 dollars for it please tell me where your going buy one for that price because if you know of one that is new that i can buy for that price i will buy it.

all i want is for sears to fix my refrigerator and replace the lost food because they sold me a lemon which brandi confirmed to me that it was a lemon. you would think a brand new refrigeraton would at least work for maybe a min. or so. do you have any suggestions because im totally stressed out from trying to deal with sears never again will buy anything from them and i will inform everybody i know about how the people treat their customers after they get their money all nice when they are trying to sell you something but after you buy it and something goes wrong the treat you like your a no body!

BARBARA of MANITOWOC, WI January 13, 2010

Sears Customer Service does not care, after you purchased their product. I received my new samsung refrig VALUED AT 2600 on 12-1-09. It was delived with three cracked drawers, the veggie, fruit and pantry drawers had huge cracks thruout the fronts. It was noted on the delivery slip. I called today and was transfered 3 times to different people. I there is no one to handle these problems and you don't have a dept for damaged merchandise....?

Each time I had to repeat my information and problem... I was told they had to come to my home, look at it so they could confirm the problem... which I thought it was understood and the parts were on order, after talking to 4 different people, I was put on hold by LEONA, WHO was going to get her supervisor, but her supervisor apparantly was gone for the day, unless that is what you do for uncatorized problems, because she never appeared. Any way, I needed to rant. I was almost in tears, because it should have been a simple fix but it turned into a nightmare...

Karen of Doylestown, PA January 12, 2010

Purchased Kenmore Elite Trio model #795-77543 two years ago. Last evening (January 11, 2010) I noticed an electrical burning smell near the refrigerator. Upon opening the double doors, the lightbulbs were out and the smell was overpowering. When I went to remove the housing over the bulbs, I nearly burned my hands on the cover. After a period of time, the housing cooled and the lightbulbs turned back on. I was shaken by this incident as we are planning a trip next week. I went online and researched this problem and came up with hundreds of complaints on the same product with the same exact problem! Links;

We called customer care the next day and spoke with "Cathy". To our disbelief she said that Sears was NOT AWARE of this problem and that the "most she could do was send out a tech at my expense". It is apparent from reading the hundreds of complaints about this very problem that this is clearly a hazard. I currently have both bulbs screwed out of the refrigerator and am afraid to put them back in. I will hold them personally responsible for any damage that may occur to my property or any harm to may come to me or my family. Someone needs to hold these people accountable for a dangerous situation.

Kim of Fredericksburg, VA January 7, 2010

On 11-1-09, I went to Sears to look at stainless steel refrigerators. I was just looking because I was not sure what size I had at home, even though my husband told me to measure before I went, I was already out so though I would "just look." When I got there the salesman assured me that all side by side refrigerators are "standard 36 inches across" and that I didn't need to go home and measure. When the fridge arrived 2 days later, that's when I found out that all side by sides aren't standard. The one they removed was 33¼ inches across, which meant the new fridge wouldn't fit. So they left the new fridge in the middle of my kitchen floor and left. I called the salesman, who back tracked and said that "most people have 25 cubic side by sides, that only about 1% even have a smaller fridge." He then took me online and gave me a choice of 2 smaller ones that were 21 cubic feet, and the "Kenmore didn't offer anything between the 25 cubic and 21 cubic". The first one was silver mist, which he said looks just like stainless, but is easier to keep clean. It was only 70 more than the first one and they said they wouldn't make me pay that.

When that fridge arrived a week later, it had 2 huge scratches and looked nothing like stainless. So I called back and they agreed to give me the stainless one, like I originally wanted. This one was 300 more than the first one, but they said they wouldn't make me pay that. When that one was to be delivered a week later, one of the delivery guys got injured and the team was 3 hours later than the two hour window provided. When they got there, they really didn't want to have to bring in the fridge because it was the "same model, just different doors." They wanted to bring in and exchange just the doors, assuring me this would not void my warranty. All was well, until I called Sears and found out that in fact it did void the warranty. So they agreed to send out a new stainless fridge and offered an extended one year warranty. I told them that if that were the case, I wanted to go online and pick the fridge that I wanted, not choose between the two offered. (Did I mention that the second and third one were 4 inches shorter than my original 23 cubic foot fridge and had freezers so small that you couldn't put a frozen pizza in them)? So they let me pick out a 23 cubic stainless Frigidaire model, and yes I measured this time. This fridge was actually cheaper than the one that I had the doors of, but more expensive than the one I had the body of. So they assured me that they wouldn't make me pay the 140 difference but fought me on getting the extended warranty, because it was on a different fridge. She said she was already waving 140. So I explained that if she sent the fridge she originally called about, she would be waving 300 and giving me the 300 warranty, and that the warranty was offered because of inconvenience. I had to actually add it all up on the phone to show her that she was saving 160 by giving me what I was asking for. She was finally able to see my point and told me they would call me to set up delivery.

One week later I had two messages saying they wanted to set up delivery, when I called back a man told me something was "pending" and that he would have to email the info to his supervisor and someone would call before noon the next day, but no one called. Two days later, I had two messages wanting to set up delivery. I called back and spoke to a woman who said something was pending and she would have to email it to her supervisor. I told her of everything I had gone through just to try and get a stupid fridge and told her just to send my money back. She told me she would take care of it and "walk over and hand-deliver the information," and that someone would call me back in 5 minutes. No one ever called. The next day I had two messages wanting to set up delivery, and yes when I called back something was pending. This time I insisted on speaking to a supervisor who said .she would email it to her supervisor and that someone would call me within 24 hrs. I then asked, "if something is pending why the hell do you keep calling me to set up delivery?" She couldn't explain.

Needless to say the next day they called the week before Christmas and set up delivery for Dec 28th, so this had been going on for almost two months! On Dec. 28th, I had 5 phone calls. Two to tell me the delivery time window of 10:30-12:30, Two to tell me that the fridge had never come in and wouldn't be delivered that day, and one from the delivery guy asking for directions because he didn't even know that he didn't have the fridge on his truck! I was told they would call to reschedule. On Dec 31st, we went to my dad's house for 2 days. When I got home I had 2 messages, one that was sent on the evening of the 31st to set up delivery on the 2nd and one on the 2nd saying they were in my driveway and no one was answering. So they setup delivery on a holiday weekend without ever speaking to anyone and we weren't even in town!

I called them back and they set up delivery for the 4th. On the 4th at the end of the two hour delivery window, they called to let me know they would be two hours late. When they got here they had me pull everything out of my fridge and they disconnected the old one. Then they went out to bring in the new one, which they discovered had a factory defect. The handles wouldn't tighten down. So the delivery guy called the delivery line and the guy asked to talk to me. He wanted to take my fridge and leave the new one with no handles. He said a tech would come out in 7-10 days to put handles on. I explained that I have been waiting for two months to get a fridge and didn't trust his "7-10 days." I offered up the bright idea that I keep the one already here and he take the one with the defect and swap it out and send it back out. Is it me or does that make more sense??? Then he offered a delivery date of the 10th, a Sunday. And I told him that I wouldn't give anymore weekend time to them for delivery because chances were it wouldn't be the final delivery.

They assured me they would be here on Monday the 11th. Well, I got a call today letting me know that the delivery had been pushed out to the 15th, that the fridge was not in stock and they are waiting for it to come in from the manufacturer. To get my money back means they come and take my fridge and then return the money within 10-14 days -- days spent with no fridge. This fridge has been set up for delivery since before Christmas, and they can't get it here within a month??? I am so frustrated and really wish I had someone to go to. The people at Sears all "apologize for the inconvenience" each time I speak with them, as they are calling to inconvenience me further. I just bought a stove last night...from Home Depot.

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