Complain about a product or service

Sears Refrigerators

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

Todd of Centennial, CO November 6, 2009

We purchased a Kenmore fridge in Oct. 2005, and the compressor is already shot. The warranty says the compressor will be replaced/fixed free of charge within 5 years of purchase. I called Sears and they say I need to pay their service tech 75.00 to tell me what I already know. I paid a technician to come and look at it and he confirmed that the compressor was shot and he sees this quite frequently with Kenmore/Amana built fridges. Said they are using cheap Tecumseh compressors. Thanks for standing by your products Sears. I will never purchase an appliance from Sears again.

Kennie of Model, CO November 6, 2009

I purchased a Kenmore refrigerator from Sears on 8-12-2008 at a cost of 1291.99 plus tax. The model number is 79578319801. The unit ran perfectly for 14 months. Than it quit. Nothing on the unit works. It is like it was unplugged. The manual that came with the refrigerator is useless. It does not even tell the customer how to turn off the refrigerator. The only way I know of on how to turn it off is to unplug it. I live long distance from any repair center. I did not go back to Sears. They screwed me once by selling me a refrigerator that only lasted 14 months. I will not use their overpriced repair service and let them screw me again.

Some repair services I have contacted tell me they think this refrigerator was made by LG. I cannot find any parts diagrams or parts for it on the internet. I have tried by using the model number.

I do know that a fuse that is soldered into the control pannel is burned out. I am going to improvise with a fuse of the same amperage rating and try to fix it. I cannot find this part anywhere. If there is something wrong in the unit that is causing the fuse to blow than I will throw the refrigerator out and get a whirlpol which is what I thought this one was. It is sad when the cost per month you get out of a refrigerator until it goes bad is 100.00 per month. It is also sad when a customer has to unplug a refrigerator to shut it off. This is a safety hazard. My refrigerator has to be pulled out from the cabinet before I can unplug it. I could never unplug it in a hurry. I think it is wrong that they can get away without being responsible for producing an inferior product like this.

marilynn of spring hill, FL November 5, 2009

I am appauled at Sears products. This is the 2nd time within a year I had to have my refrigerator worked on. I just had it replaced from another one that was not working in May 2008, and now it is bot keeping things cold. I had this same problem with the other one I replaced in May 2008. Sear kept coming over to fix the first one and finally they told me to pick out another on. Hoping this would last. Well now I am having the same problem. I need help.

RON of POWELL, OH October 25, 2009

Sear frig had a manufacturing problem. They came out and replaced a part. Ever since then all my veggies freeze. Sears say I have to pay to fix the frig. Stay away from Sears.

Carol of Malvern, PA October 24, 2009

Whirlpool refrigerator Model #ER8AHMXRL00. Purchased 3/06. The outside covering (brushed st. steal-looking) on door & freezer door has been getting sucked in over the years and looks like it has been pushed in and dented! I called a Sears repair man last year and said nothing could be done about it. Have there been any other complaints concerning this issue? I would like to know.

laurie of Lake Zurich, IL October 23, 2009

I purchased a side by side Kenmore elite refrigerator/freezer the appliance has broken down over 5 times and now is broken again. I have called the company several times and now again am being to there is a 75 feel for the service person will give me an estimate on what it will cost to repair this , this machine is only 2 -2 1/2 years old. If you can look at the history you will see I called on this machine 3 times in the 1st year. Refrigerator broken for 5-6 time, not cooling, ice maker again not working.

I want it replaced but not with a Kenmore, I want a different machine by a different manufacturer. I also purchased a dishwasher that I have had several problems with as well as a washer & dryer. The dryer I have had several problems with and called several times. They are quick to sell you to warranty, but slow to fix and keep the problem from continuing. My husband is name listed as the purchaser.

Ian of Pictou, NS October 20, 2009

We purchased a fancy new fridge in August with the digital temperature display that most guys love to have. What's the freezer temperature now? What's th refrigerator temp? Could have bought a cheaper fridge - but n- had to pay more because the digital display was a "necessity". Trouble is - the numbers "0" and "38" may as well have been painted on the door. They have never changed. I can leave the door open for 15 minutes - still shows the temperatures as above. The display is supposed to show the temperatures of the interior. Instead it only shows the temperatures the fridge was set at.

I wsa told after some research that the fridge does show the temperatures changing - just the set temperatures. When I had a Sears Serviceman come out, I showed him the book which clearly indicated that itrshould show the changing temperatures. Remember - I spent an extra 500 - 600 or more to have this so-called "feature". The service rep was looking into it - but so far - two months later - no report. I remember looking at the manual in August and decided the fridge was for us due to the snazzy disply. But like I said - may as well have been drawn on, painted, stencilled or etched on a 2 piece of plastic. The numbers never change. Sears - if you read these and you probably do - let's talk.

Vicki of Universal City, TX October 19, 2009

We asked for a refridgerator that had an ice-maker, and was a right hand opening door. One was selected from the floor. We paid the price of 622.77 for the machine and delvery was promised in 3 days. The Contracted Delivery person (Mike)came to our home. But he had the wrong machine. There was no ice-maker and it was a left hand opening unit.Mike said to leave the wrong one at our house. They took our old unit.

After supposedly reordering a unit, we were informed the unit came from Dallas in damaged condition.Another order was placed. After waiting 3-4 days,we check on the status of our refrigerator delivery.We were told "Sears no longer carries that model". So we asked for a full refund. The gentleman at the store said it would take 7-10 days.It is now over 2 weeks and when we call and check with the store, they said it was the delivery departments duty to issue a refund. We again call the delivery dept. and they said "we don't handle that". You have to call the store for a refund. WE HAVE CALLED NUMEROUS TIMES! What is the hold up on our refund? Sears hit our account for 622.77 probably before we even left the store. The contract drive just left the wrong refrigerator with us. He knew it was not what we ordered. WE WANT A FULL REFUND IMMEDIATELY.

Colton of Redwood City, CA October 18, 2009

Thursday, October 8, 2009 Called to schedule appointment with Sears to come look at our Kenmore refrigerator. Easy to set up. Purchased the Smart Service package (We paid 251.99). Appointment set up for technician to arrive between 8:00 AM and 12:00PM Friday, October 8, 2009.

Friday, October 9, 2009 Took the morning off work to be home for technician appointment. Around 11:15 tech called me to tell me he would be a little late. He arrived around 1:00 (1 hour past the 4 hour window). He looked at the fridge and determined that indeed the temperatures were too high but said he did not have the proper tools he needed to do further testing and that he would have to call another tech to come out. He and a second tech came back out a couple hours later (I had to return to work, so my husband had to take off a few hours that afternoon). They determined that it would cost 750 to repair so we had the choice to pay an additional 250 to have it repaired or take a 500 Sears gift card to purchase a new refrigerator. We took the gift card.

From work, I called Sears to find out the information on how to redeem the gift card. I was transferred several times. I was told we would have the information on Monday so I asked to speak with a manager and was asked to be put on hold. After almost 30 minutes, I was disconnected. I called back only to be transferred to several people who told me the same thing as before and then was put on hold again to speak with a manager and after over an HOUR I was disconnected again.

Saturday, October 10, 2009 We went to OSH to look at refrigerators because they were having the “Columbus Day” Sale (20% off, free delivery and no sales tax). The gentleman there (Chris) spoke with his manager and they said they would honor the sale if we came in Monday when we had the information from Sears we needed (Authorization Code). Chris even called Sears to see if we could get the code early and they said we would have it Monday by 5:00 PM.

Monday, October 12, 2009 I did not hear from Sears so I called them to find out the Authorization code. I was transferred several times before talking to the “correct” person who said I would not have the code until Wednesday.

Tuesday, October 13, 2009 I called Sears again to speak with a manager because I had now been without a refrigerator for a week. I was trying to get to the department that deals with the actual authorization codes and it took Sears 3 times of transferring me around to different people before I had the correct department. The first 3 people I spoke to said I could not have the code until the following day. Finally, by the 4th person they finally gave me the code.

We went to OSH that evening and ordered a new refrigerator. We were to get the time Wednesday. Wednesday, October 14, 2009 I had not heard from Sears by 4:00 so I called them to get the time and was told they would not have that available until after 6:00PM that evening. Sears (automated) called and said they would be at our home the following day between 3:15 p.m. and 5:15 p.m.

Thursday, October 15, 2009 I took off work again to be home by 3:15 p.m. The delivery man called me at 4:50 and said he was running late and would be at our home by 5:30. At 6:15 (an hour later than the scheduled time) I called Sears and was transferred from one department (Jackie) to another department and finally spoke to Andrea who was an account manager. She would not tell me where the delivery person was. She said to call back after receiving the refrigerator and we would get a 50 gift card. The delivery guys came at 6:30 (and hour and 15 minutes late). They delivered and installed the refrigerator.

Friday, October 16, 2009 I called Sears to obtain the information for the 50 gift card and was transferred times. Tammie with customer solutions said that there was nothing in the system (Andrea never put it in) but she agreed to send us the 50 gift card. She said we would have it within 7 days.

Saturday, October 17, 2009 The refrigerator was not cold enough. It was in the mid-forties. We had some food in there that is now spoiled. My husband called Sears and they said they would send someone out on Monday to look at it.

Sunday, October 18, 2009 I called Sears to tell them that I no longer wanted someone to look at it, that I would like a new refrigerator delivered instead. I spoke to April (in scheduling services) who transferred me to the technical specialist Stacy who transferred me to customer solutions Salana. She said I had to go through OSH. She fought me to speak to a manager for several minutes and then put me on hold. I was disconnected before speaking with a manager. I called and spoke to Paul. He said the only thing he can go is give us that 50 gift card. I will have to call back once the new refrigerator is replaced (takes 7 to 10 business days) I still do not have a fridge that works and Sears has been no help at all what so ever....They did charge my credit card for the fridge though.

Elaine of Valley City, OH October 11, 2009

Two years ago my refrigerator was replaced by Sears. It was 3 yrs old when stress cracks appeared inside both refrigerator and freezer.Water was leaking from the bottom of the freezer and ruined are wood floor. Sears said don't worry they would replace it.After contacting BBB , main headquaters, attorney general, 7 months of this refrigerator was replaced but not the floor . Said they weren't liable for it call house insurance. State Farm Insurance came out and said this is a pre-existing damage of months and the small print on are policies excludes coverage.

So we out 3000. for a new floor.Well here is this replaced same kind refrigerator 2 years old and a crack is starting in the freezer.The repairman came out told us he drills 2 holes on each end of crack and puts a tape(refered to as a bandaid over it. This was a 1300. appliance and I feel it shouldn't be cracking.What also disturbs me is when I called in for the repair and said I am having the same problem as before the said they had down it was a bad compressor!!!

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