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Whirlpool WFG505M0BS 5.1 cu. ft. Gas Range w/ Griddle Stainless Steel. Condition: New in box. Item# 02263973000. Mfr# WFG505M0BS. PRICE QTY ITEM SUBTOTAL 279.93 1 279.93. Ordered this on July 27. Received order confirmation. Checked E-mail and it said this: msg. "Sorry, looks like someone beat you to that item you ordered on Sun, Jan 27, 2019.These one-of-a-kind deals from Sears Outlet are great, but sometimes another shopper snatches them up first." The call center said it was a pricing mistake. But they would be happy to give me a 10% discount on my next purchase. Do you see the trend here??? Sears Thieves. Not sorry to see you go!!! "Your order #** is confirmed, Your order placed on Sun, Jan 27, 2019 has been confirmed, and we're getting ready to ship it to you." Bait and switch. Wish I could sue!!!
I bought a new stove 10 days ago and was told they could haul away the old one so I paid for haul away, well after she charged my card she changed her story and it was gonna be 2 more weeks so I told her to cancels it because I wasn't gonna keep 2 stoves in my way, so she said my refund would be 48 hours. Well it's been 10 days and no refund. I call today and they try every excuse in the book like they can't find it then finally it hasn't even been submitted to be refunded and said it'll be another 10 days. I have learned this week all Sears is good for is teaching their employees to lie for them. I can see why they are going out of business. I wouldn't even give it 1 star.
So there should be a recall on this oven. Just like everyone else you push against the knobs the stove turn on so quickly it melted my container on the stove and kids in the house and they didn't notices they did it. The house would burn down. Then the bottom part of the oven burns your food a lot quicker than the top part.
We purchased a new Kenmore Gas range. The range came damaged. Huge Denny in the top and side. I called Sears to get it replaced and they tell me it is no longer available and they don't have anything that is close to that price range to replace it with. They gave me $150 to keep it. We are going to hook it up and the LP conversion kit that is deposed to be included is not with it. I called again to let them know and was told they would ship one out the same day. A week later and no kit. Called again and they couldn't find record of the order. Said someone's would call me back within 48 hours to let me know the status. Waited almost a week and didn't get a call so I called them yet again. They assured me they would get one sent out right away. A week later I get an email saying it's back ordered.
A week later another email that it is backordered again. Called Sears to see what was going on and after getting transferred multiple times I was assured it will be there in a few days. No kit. Called again and got transferred multiple times and then hung up on. I decided to do a chat so I could print a copy of their replies. Was guaranteed that the kit would be at my home by the 28th. Got an email today (29th) that it will be here Dec 3. I'm not going to hold my breath. I had also tried to just return the whole stove and start over but I was 2 days past the 30 days and they still would not let me return it. Now I'm going on two months of no stove. will never buy another thing from Sears. Terrible products and terrible customer service. I believe there's a reason they're going bankrupt.
I bought a range from Sears. I pay for extended warranty. I was cooking and I heard a cracking sounding, at that point I realized the cooktop was crack. I call Sears repair department. They make an appointment for me for the technician to come out, at that time I explain the situation to the person on the phone. Their repair is done by private contractors. The technician come look at the range call Sears warranty department. They in turn say the range top is not cover under the warranty. I find that very strange and disturbing. I did not buy the range without the top. That is so dishonest of Sears. They are a set of thieves. Consumers be careful with Sears, and their extended warranty.
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When we first purchased the Sears home warranty on a monthly payment, it ran about $52 a month with a $60 deductible for any repair. We like the fact that the repair done was good for 3 months so that if anything went wrong during that time it would be covered without paying another deductible. We have had this plan for 4 years and in general has been very pleased with the repairs and even a replacement in one case of our microwave which is over our stove and has a vent. But, we purchased a wall oven, with the feature of self-cleaning on the upper side. Its main feature has never worked. Every time I would clean my upper oven, the oven would go out and would not turn on.
After 4 years we finally found out that this particular oven which, even though it has the Kenmore brand on it, was made by Electrolux. We recently discovered that Electrolux was aware of the self-cleaning issue but had not issued a recall on the oven. It has taken us five months and a request for a second opinion to finally discover that they will not cover the repair of the oven or replacement of it. Here's the kicker, they have lost a lot of companies due to not paying them. Therefore, we had to actually find our own company to come out to give a second opinion. They had already sent Sears A&E out numerous times to repair the oven where it would function again.
The last time they sent someone out, he ordered the same parts they've been replacing for 4 years, and then apparently called him after he left our home to tell him that they wanted to get a second opinion. The company they named to come out never answered our call and never showed up. Basically what it amounts to is that Sears can't get anyone to work for them because of lack of payment. Also if they had told us two years ago that the self-cleaning function on this oven was not going to be a covered item, we would not have waited all this time. We have had issues with the customer service representative assigning a company to do our plumbing that wasn't even a plumbing company. There have been a lot of mess ups and we just simply have not had quality service or coverage in almost 2 years. I think we have given them enough opportunity and we are now looking for another Warranty company.
5 month old Kenmore gas oven - intermittently smelled gas when turning on oven somewhat loud ignition noise. First service call - tech unable to replicate. Said nothing wrong. Problem continued intermittently. Ignored this issue as was told it was normal and oven good. Then one day loud boom upon ignition. Cookware on cooktop rattled and shook violently. Service guy was able to replicate once during his service call -- on phone with his manager - guessing it may need new valve.
Meantime told us to turn oven top on and open door everytime we want to use oven. That night went to use oven -ignition very delayed. Gas leak very strong. Called gas company who red flagged the oven as unsafe. For my safety I am requesting new oven- since incident not always able to be replicated, I am concerned if they are wrong with how to fix it, I will have an explosion or fire. Keep getting run around with this. This is a safety issue. I am afraid for my family and pets safety. Have not used oven for 3 weeks and still no resolution.
When I wash my white/light-colored sheets in this washer, they come out dirtier than when they went in. They look like my dog dragged them through the mole hills in my lawn. My colored clothes don't look this way but maybe that's because they are able to hide the dirt better. The washer does a poor job of rinsing as well, even when putting through the double rinse cycle the clothes still smell strongly of the detergent. Where is the quality control that manufacturers used to incorporate into their products? Where is the pride in producing an appliance that a company can be proud of? I guess it went out with the last century. How pathetic.
I purchased a new oven from Sears in August. When you turn the oven on, it delays in igniting the gas producing a fireball. I returned the oven and the new one did the same. I called the gas company to test the lines, as recommended by Sears. They indicated everything was fine, then left me with a 'Dangerous Condition' and 'do not use tag' on the new oven. Over and over in talking with Sears you will hear, we'll call you back in 24-48 hours. Never a call. I got a lot of 'there's a issue in our computer system', as well. After more calling and fighting with their customer service overseas, they indicated I could get a new range from a different manufacturer. I received multiple emails and calls counting down the day to the delivery, including the window.
I received a call the morning of saying they can't deliver because they don't have the product and don't know when it will be it. Odd that they would go through so much work to schedule the delivery in the first place, right? Deceit. When I requested my money back, they said it was outside the 30 day window, which is because it their customer service delayed and delayed. I believe this was intentional. By all accounts, this is failing organization who's desperately trying to stay afloat. It's no longer a company that I would do business with. I'm left with a new oven that I will likely have to discard and buy anew from somewhere else.
We purchased a Kenmore Elite combination oven model # 49113 and on two separate deliveries, the unit was defective. After realizing that this particular model had the same issues we went into the Concord, NC store to select a different model. We selected a GE Profile combination oven and it was out of stock so we waited until August 29, 2018, for the defective oven to be removed and the new one to be installed. The installers removed the Kenmore Elite combination oven and took it with them to return it to the warehouse for credit to be issued to our account. Needless to say, to date we have gotten nothing but the runaround and interest is accruing daily on the Kenmore Elite combination oven that was removed and returned to the warehouse by the installers.
We have called the store repeatedly and left messages for the past month without any return calls. Finally, this past week we were able to reach the manager Eddie who informed us that he could not assist with the refund because the Kenmore Elite combination oven was purchased online. He provided us with the customer service number and we have spoken to several customer service representatives and supervisors who have not been able to refund our account. We have been patient throughout this entire process and this has been ongoing since May 28, 2018.
When they delivered the first defective oven that was installed and we had to order all of our meals out for two weeks until the replacement oven came which was also defective. They delivered a total of three defective Kenmore Elite ovens and then we went into the store to select a different model. Finally, on August 29, 2018, the GE Profile oven was installed and we are very happy with this model. However, Sears failed to issue a refund to our credit card account for the Kenmore Elite oven that was returned to their warehouse by the installer. Currently, we are paying for both the oven that was returned and the new one that was installed. Please refund our money as soon as possible.
In September 2017 we purchased a Kenmore glass cooktop. We never had used one before and were concerned about the safety and durability of glass cooktop. Salesman (Sears Representative told me that there had been no problems and urged me to buy 3 extra years of warranty for a total of 4 year warranty.) September 2018 while we were preparing a meal we heard a explosion and turned to find the cooktop broken. We turned it off and disconnected it.
I called Sears At-Home repair and they dispatched a technician in a couple of days. As he was walking in, he said, "You probably use pan that are too heavy for cooktop and so it was your fault it broken and it is not covered." I showed him the teflon pans that is light and we use. And he said "Well, probably the pans are heating unevenly that causes glass breakage." And with that he was gone.
I called and asked for another technician to be dispatched. He arrived and said the previous technician was a senior technician and knows what he is talking about. He promised to escalate after I told him we had paid $1,000 and 4 years of warranty and we were not going to buyer another one to replace every year. He said he would escalate and they would be in touch.
A week later I had not heard a thing, so I called the 800 number and the customer service rep told me that they were not going to replace it because warranty does not cover "COSMETIC DAMAGE." Can you believe? I told her a scratch was "cosmetic", not when it explodes and breaks the glass cooktop. So Please folks, there is a reason why SEARS has gone done the tubes. LYING SALESPEOPLE, LYING TECHINICIANS AND LYING CUSTOMER REPS. I could have bought a cheaper one at Best Buy or Conn's, but the sales technician sold me on their service and warranties. BIG MISTAKE. I WILL SEEK LEGAL ADVICE, FOR CERTAIN. WHAT A PAIN TO GO THROUGH.
We purchased Kenmore downdraft range and purchased maintenance for three years. Now we are into 2nd year, one of the stoves was not working so we called maintenance. They do not want to repair because they say there might have been roaches. Maintenance said they will not honor the contract, even though it is not said in the contract. Not sure who to turn to. We still have one more year left but cannot get help from anyone to get it fixed. We were given warranty case number **.
My wall oven was not working, Sears tech came out 7/25/18 and notified me that parts are no longer available on this unit but if they can't find any parts that since I have the home warranty that they would file a claim and I would be reimbursed for the oven through Sears. Due date was 8/1 for them to fix my oven or file a claim for reimbursement. No one called no one came and I called. They said they escalated it and would get back to me. I kept calling and every time they could not find my service ticket and then after searching for 30 minutes at a time would find it. Well it's 8/15 and till now no one called, no one came. I never had this kind of service before and I can't believe a company as Sears would have such bad customer service. Someone please help me. CROSS COUNTRY HOME SERVICE THEY STINK. THIRD PARTY FOR SEARS HOME WARRANTY.
In July of 2017 we bought a range at our local Sears store, a high-end Kenmore on sale for $1,000. It took THREE deliveries to receive a range that was not defective/damaged in manufacture. The third stove was acceptable, but after we got used to it, we found that it was not of satisfactory quality or operation. The local store manager would not talk to me. The appliance manager said that since we didn't buy the $600 "extended warranty" we had no recourse. Among our complaints: 1) It takes nearly 15 minutes for the oven to reach temperature. 2) The surface burners seem to operate inconsistently, if not erratically. 3) The glass surface scratches very easily. 4) The surface is extremely difficult to clean. 5) The pot drawer is hard to open and close because the cabinet material is so flimsy.
When the store wouldn't talk to me, I wrote the president of Sears Holding Co. with this complaint, and he referred it to another department, who sent a field tech to look at the stove. Tech said this was the way these ranges are now, and I should tell the store manager I was not satisfied. Sears no longer responds to my emails, and the local store won't talk to me either. Their position is that I had THIRTY DAYS in which to complain, so it's my stove and my problem. Sears clearly no longer cares about customer satisfaction. I do not recommend buying any major appliance from them.
Sears was contacted in April for service (KitchenAid Range-Oven), the technician incorrectly diagnosed the problem. Waited several weeks, new technicians came out and ordered parts. The parts came I set another appointment. Sears cancelled it, saying I didn’t have the parts. I held the parts in my hand and read off the parts numbers. Set an appointment. They canceled again — same scenario. Made another appointment - now we are in July. Company said they would show that. 7/17/18. Called one hour before and said they weren’t showing up.
I reached a manager who promised me she would personally get involved and call me back. No callback. Appointment set for 8/3. Now Sears calls and says it’s rescheduled to 8/7. They dictate to me, no one asks if the date will even work for us. I’ve never, ever, been treated so poorly by any company. I’m wondering why Sears is going broke. I was forced into using them because I have a very expensive range and few can fix it. So far, Sears can’t either. Would never recommend — very incompetent and highly inept.
I purchased the stove from Sears April 11th. It was delivered on May 2nd and have the stove was damaged and was installed bad where I couldn’t even open the oven door. Sears refused to exchange the stove and have been giving me so much problems to return it. I have been dealing with this issue since May 2nd since it was delivered and I have not had use of a stove.
At this point I am beyond frustrated and every conversation have with a representative is meeting no real solution. They refuse to send me anything saying the item is being returned though I have asked over 10 times. They send text messages stating I have a delivery when they are scheduled to come pick up the stove. However, they have had four failed attempts at picked up the stove because the people they send cannot disconnect the stove. They know the stove is connected and it's even notated on my account, they still keep sending people that can’t pick up the stove.
Saturday was the last communication. They sent a company to pick up the stove around 8:30am Saturday; and the same thing happen. I was told that they could not take the stove because it was connected. So now I am the one responsible for getting the stove disconnected before they can pick it up. They Picked up the stove 6/7 finally but now I have to wait an additional 5-7 days to get my money returned to me still without a stove until then. By far the worst experience I have ever had buying anything. I will NEVER buy anything From Sears. They should just close down altogether.
Thirteen months after my oven was installed it stopped working. I felt that I had no option but to buy a warranty. I did not purchase it at the time I purchased the oven because the warranty is $300 per year. When the Sears repair person came they said the oven had not been installed correctly and the wiring had caught on fire. I would need to hire an electrician to rewire the oven and I would be reimbursed by Sears. Well I submitted the invoice to Sears, I was told that the Sears I bought the oven from was not an approved store and they would not cover the cost. I have been on hold for the equivalent of 4 hours trying with no success to get my warranty refunded, but no one answers. I would suggest making sure that the Sears you are shopping at is a real sears store.
I have had this stove 9 years now and I just love the double oven. I mostly use the upper oven since there is just the 2 of us. No issues with the glass top.
Last year, I bought a Kenmore oven range during Sears' President’s Day sale. It started being a problem within a couple of months. The repairman has been out here approximately TEN times, meaning either my husband or I needs to be home "between 8:00 am and 4:00 pm." And since "Stack" now says "It's a feature," it was explained to me that I could not get it replaced. I apparently get to live with this defective range until I can afford to buy another range. Approximately 2 months after we bought it, the display console which controls holds the clock, oven temperature, etc. went blank. I wasn’t cooking at the time; I just walked into the kitchen, and the console was dark. I called Sears Home customer service, and the lady on the other end instructed me to unplug it, wait a minute or two, then replug it. I explained that I am a disabled senior citizen, and that would be difficult for me. She said that was the only way to fix it.
So I got down on my hands and knees, which is not easy for me, emptied out the cabinet full of pots and pans so that I could crawl about halfway into the cabinet to reach the plug, and pull it, wait a minute, and replug it. It did work! Except for the fact that it was now displaying Celsius instead of Fahrenheit. That procedure — the emptying of the cabinet, getting to the back of the cabinet, unplugging the range, putting all of the pots and pans back and getting back up — took about 35 minutes. The next three times the display went out, I repeated the moving of pots and pans, crawling into the cabinet, unplugging, waiting, replugging, putting all the pots and pans back, and getting myself back up. Then I realized that it was still a new range, and that it was definitely a brand new range when the trouble started, and I should not have to go through all of that physical exertion for a new range.
In any event, the next time it happened, I called customer service again and asked for a repairman to fix it. I don’t remember how that conversation went, exactly, whether the agent said Sears would send a repairman or whether I requested one. But he showed up about a week later, checked the display, and said he had to order a (refurbished) replacement. He did that and returned after the part arrived at my house. It worked, and I was relieved that my range would work like it was supposed to. Later, we went through the same routine again. It took two visits to my house each time to get it fixed. But then it broke again! And again. And again. And yet again! And then a few more times.
I believe that the range is defective, and I think any rational human being would believe the same. I believe it is unreasonable for a company to continually "fix" a product, even after they see it's simply not fixable. I also believe that customer service should give correct and consistent answers to questions. I have talked to Sears' customer service people numerous times about getting this range replaced, and I've been given as many totally different answers every time. I've been told that it would be replaced after 4 documented repairs. I've been told that Sears could/would not replace it until after the warranty ran out. I've been told that Sears could/would not replace it if I did't buy an extended warranty.
The last time a repairman came out to the house, on February 9, 2018, he called "Stack," who told him repeatedly - on speaker phone so I heard it - that the light-up console "is a feature," and that they would not replace it. I am highly upset by this "feature" statement. When I bought the range, I assumed it would be in 100% working order, whether the "Stack" man thought the problem to be a "feature" or not! I have owned Kenmore and other Sears products throughout my marriage, and the ONE time I had a problem, the repairman was right here the next day to fix it. Aside from that, I'd never been in need of the help of Sears repairmen. After years of being a Sears customer, I was at first surprised at the shoddy service I was getting, and then I became very angry! I go back and forth between wanting to never buy from Sears again and wanting to tell everyone I know how unbelievably bad this episode has been!
I could go on and on about how unhappy I am with the range, and how much more unhappy I am with the treatment we've been afforded by "customer service," and the apparent policies Sears has about correcting such wrongs. So, it appears that I am just stuck with this range, defective as it is. There is no recourse that I have been able to discover.
I scheduled a repair for my range hood. 2 weeks after (first available appointment) the technician came. He ordered some parts (in stock at the time or so I was told) and scheduled me for the repair in 2 more weeks. When the appointment date came I was told that the parts did not arrive but they will be arriving shortly. Now one month later (2 months from my initial call for repair) the parts are back ordered and they cannot tell me when the parts will be available. I requested a refund for my money and I was told that they will send a request but they will charge me the full amount for the technician visit. So I paid for a technician that cannot perform the repair and for labor and parts that I never received and maybe I can get partially my money back. Worse service ever.
We purchased a Broan Range Hood 403004 from Sears.com. We picked up the item at the store. We had someone else install it for us. It never worked to pull out smoke or odors at all. The fan ran and it sounded like it was working but it didn't work and I never used it. I had an air cleaner stand alone unit on the floor sucking in the smoke and odor. Fast forward months later and I talked to a carpenter who checked the exterior of the house to see if the damper was blocked. It was not. He recommended another guy to do the inside duct work. We had the inside duct work changed. Still the range hood exhaust fan did not pull out any smoke or odor.
I called Broan and explained the situation. I gave the model number. I found out that the model number we had gotten WAS NOT THE MODEL NUMBER WE PAID FOR! So Sears.com (the item is still on there) shows the item is 220 CFM, which we needed for our kitchen. However, the model # I gave Broan is only 160 CFM! It looks exactly the same, but the model number is different! How would we have known this? So -- word of caution to everyone. Now we have to check model numbers and make sure it is actually the product we paid for BEFORE we use it or install it!! I called Sears to see what can be done about this and am waiting for a reply.
I bought a Sears Kenmore 7400 gas and convection stove in 2016. I don't use the oven much mostly the top. A couple of times when I did use it the stove let off a chemical smell that released white smoke too, that burned the eyes. I looked up the stove on the manual and Sears conveniently says this is normal. In Sept of 2017 I bought some steaks and decided to try the broiler. My daughter luckily was home. I just had knee replacement surgery a few days prior. As soon as she turned on the broiler white smoke everywhere. She opened oven door thinking something was in there, flames shot out and luckily she was able to jump back. I told her and my granddaughter, "Get out! Call 911." I hobbled on a walker, pulled plug, poured water into sides until I could grab fire extinguisher. The fire dept got there so quick but it had no electric, no gas coming into the stove... yet it kept reigniting itself. "Unbelievable," said the fire dept.
My whole mobile home filled with smoke. They sprayed their chemicals and then put the stove outside. And now Sears response... Called Sears who stated they would send a repairman. 9 days later, the rudest guy shows up, he looks at the stove outside and says a mouse might have got in there. Are you kidding me, it's been sitting outside across from the woods and you think a mouse might have moved some insulation around. He gets ready to leave, knocks on door, says Sears will be in touch because it's still under warranty. 1 mo later no Sears. I call them. Here is their response, "We have a report that he fixed the stove and all is well."
Geez. So 2 wks later stove still outside. They send another guy, very nice. Says he wants to help, gives me a number to who he said was head of corporate Laurie **. She does call me. Says she will help. My conversation with her was simple. This stove is still under warranty when it caught fire. Honor it, fix it, replace it, I don't care. She call me back and says she needs to consult her management team. What? So much for head honcho. She then call me and refers me to Sears insurance company. A guy named Ken call me says, "We will help you and get this taken care of." Jan 2017 I get a letter from Sedgwick ins. States they only get involved if there's property damage. Going on 5 months still no stove, they knew all this from the beginning.
I have all Kenmore products in my home for over 30 yrs. Microwave, oven, Refrigerator, Freezer. Stove, Microwave, washer, dryer & have had nothing but problems with the new oven? When you turn on for cleaning the oven, the bottom of oven gets so hot it melts the oven base, the oven door doesn't close all the way. So I had tech come out to replace it & they called it cosmetic? Cosmetic is the outer side of the oven not inside, so they repair it at all, I can understand why they are are going of Business, they used to be a good company, I would never buy their products again. Their customer service is ridiculous & rude. Good Bye Sears.
My wife and I equipped our new home with all Sears Kenmore Elite appliance. This was 10 years ago. I do not have any of the appliance that are still working correctly. I have replace Refrigerator, Microwave, Dishwasher. Range hood doesn't work correctly and stove is not working. I called to schedule a service tech to come to my home to see what was wrong with my stove. They walked in the door opened the oven door and said it was the circuit board and they are not longer available for sale. And now I need $89 for the service call. There was not service performed. I will never shop at SEARS again. They have the worst customer service on the planet. I have spent more than 4 hours talking to their so called customer service to get a refund and have had no positive results.
We purchased an extended warranty on our new glass top stove at the time of sale Jan 2016. In Aug 2017, I remembered we get a yearly checkup with that warranty and called to use it. It took over an hour and several customer service agents to figure out that no one entered the warranty purchase into the system. That done, a service tech came over and checked our burner to see if they light up and our oven. Not the thorough going over I was expecting but hey.
In December I discovered a crack in the glass top and called to have a service tech come to look at it in hopes of getting it replaced. After one hour and three different girls who couldn't find our stove warranty we finally got a fourth person who found it immediately. Made an appointment. Was told the tech would be here between 8 am and 5 pm but that I could call anytime after 9 am to get a more precise time. I called and was told between 2 and 4 pm.
At 4:24 pm I called and one girl told me the technician got sick and wouldn't be coming then told me the next available date would be almost two weeks from now. I asked to speak with a supervisor who basically told me the same thing except that the technician did not get sick??? Then she offered to transfer me to another dept who may be able to shorten the wait time.
I spoke with yet another person who took down the information and asked me to wait on the line while he made a call and would then tell me how soon someone would come. I held on for over another 30 min. Then the call got disconnected. All in all, I've spent over two hours on the phone today, had to cancel a holiday dinner party and am still no closer than a two week wait. Approximately 7 hours total with customer service and waits. This is the worst customer service I've ever come across in my life and I'm 62! Don't buy anything from Sears. I won't be.
When we received range we went thru months of repairs and lots of parts, some of which were the same parts over and over again... We at one point were down to just two burners on top and by the time they finished their repair we had none, so no cooking. This went on for months since it takes time for the part to come in and then you have to make an appt. to get it put in, ever since we purchased it I have been looking for the right cookware to use on the range, I have tried Calphalon, Cuisinart, all induction but they hump up in the middle so you get a whole lot of burning, I tried Cast Iron and that even humped up in the middle, I just got another set of cookware, Copper Chef and it still humps up in the middle...
The repairman said this is what happens when you have an empty pan, so therefore you are expected to throw all your food in the pan at once, that was Sear's solution for the problem, there is nothing that can be done, even though I have it covered by a maintenance agreement, it has to be broken or they will not do anything for you, this stinks, I would warn everyone not to purchase an induction range, they are not perfected for people to cook on.
My wife and I purchased a new Kenmore gas range (model: 790-74033313) in June 2017 at the Sears store in Burlington, MA. We elected not to get the Sears “protection plan” contract. I had been a dedicated Sears customer for almost a half century and never had any issues with their Craftsman and Kenmore products, purchasing items such as chainsaws, lawnmowers, power drills, washers, dryers, refrigerators… you name it. But with this latest new purchase, I quickly become totally disappointed with a Sears appliance. Never had any previous issues... since 1969. Until now. And what an issue this has turned out to be. A real nightmare.
We followed the instructions provided with this new Kenmore gas range, but was not able to "burn off" that new oven smell. Despite a half dozen attempts over several weeks, setting the oven to 400 degrees and keeping it on for nearly an hour, a "chemical" odor consistently permeated our home. It was more pronounced on the second level of our townhouse condo. Sears technical support was supposed to visit our condo to look at the oven in August, but the driver called us on his way out and said there was nothing he could do about an oven "odor" and would not bother with the house call. He suggested, over the phone, we use the "Mr. Clean magic eraser" cleaning sponge, dampen it with water and vigorously wipe down the inside of the oven.
Knowing it was past the 30 day period to request a return of the range, and enduring the mounting frustration with the oven’s performance, I attempted to try the so called remedy with the “Mr. Clean magic eraser”. Not exactly a routine task for a 71 year old, but I managed to angle my way into the nooks and crannies of the oven. However, the cleaning turned out to be a waste of time. The oven still gave off that persistent “chemical” odor.
My wife and I were not about to let Sears ignore the problem we were having with this new gas range. We become more resolute and spent countless hours on the phone over the next week trying to schedule another appointment with their technical support team. Not sure where Sears has outsourced their customer service department, but it is now very difficult to understand the dialect of their representatives. And stalling tactics seems to be more of a skill they practice now-a-days rather than dedicated problem resolution. Certainly not like the old reliable Sears who always put the customer first and stood behind their products. I knew that Sears very well once upon a time. Anyway, we were able to schedule another appointment, and this time a technician actually showed up.
Considering all the red tape and administrative loopholes we had to navigate to get this second appointment, the technician's arrival in our home was a minor achievement considering the first house call never happened. Our expectations to finally have some resolution was quickly reduced to hopeless despair when the "aggravated" technician announced he had no resolution to the oven. He did tell us after we interrogated him that he gets calls like this all the time. He explained that Sears laminates the ovens when they are warehoused to protect them from rust. But that coating should "burn off" after setting the oven at 400 and running it for at least 30 minutes he maintained.
We told him we have tried that over half a dozen times. He suggested using the "self -clean" feature, but had no further ideas when we told him we tried that also. He gave us another number to try at Sears to see if we could get a return on the range even though it was beyond 30 days. I did not get anywhere with the telephone number he provided, so went back to see the salesman who sold me the range in mid-June. It was now mid-October. He listened to my plight, said it was too late to take the stove back, but he talked with his supervisor who agreed we could have a new replacement (same model number) if we purchased the Sears 5 year protection plan for $150. Since I was the only customer he knew of who had this "odor" problem with the oven, he and his supervisor were able to approve this "replacement" stating the original range must have had a defective oven.
So, Sears came out and took away the old stove and replaced it with another. They would not however cover the plumbing costs to unhook the gas flex line on the original range and would not cover the plumbing costs for the new gas range hook up. So I paid $350 out of pocket for the privilege. After all that, my wife and I hoped now our new Kenmore replacement range would be a resolution to our previous problem. But, afraid not. We had the same issue with this new replacement range. An oven odor that would not quit despite countless attempts to burn off the chemical odor, identical story, without success. So, I went to the same salesman at the Sears, Burlington, MA store again.
It was now late November. He emphasized with my aggravation, especially when I told him how difficult it was to schedule a service call. I told him I was not about to jump through any more circus hoops trying to get another technical support visit. He offered to call for me and It was no picnic for him either trying to get the service call scheduled. But he did get it done. This second visit by a Sears technician occurred on December 3rd.
This tech spent a good hour at our condo making adjustments on the new stove. But, in the end, even he could smell the odor. He tried to tell us it wasn't the stove... probably an issue with the air quality in our condo. Did we have any new carpeting or painting done recently? We had done nothing in our home to create any possible air quality issues. We have a gas furnace, gas dryer etc... and no issues with odor's when they run. The odor only makes a presence when the Kenmore gas oven is turned on. Of most concern with this Kenmore range oven is what harmful health effects the “chemical” odor is emitting; not only to our home environment, but any food we would be baking in the oven. We want Sears to solve the range issue once and for all.
Sears has been portrayed in a less than shining light in the news over the past few years. However, we wanted to remain faithful to them based on the always dependable previous history enjoyed. We wanted to continue doing business with them and prefer not to see this once great company fail. Guess we learned the hard way though. Sears is not what they used to be. Not even close. This cursed range we bought, (two in a row now; June and then the replacement in October), will be the very last product we ever buy from them.
We bought a new wall oven and the Preheat light won't go out after reaching its limit. We trusted the salesman to use his "buddy" and he said he tested it and showed me the light out on Preheat at 350 degrees. As soon as we tried the next day - bam. No light out. Next we discovered the salesman put us in for wife's new name and shouldn't have been anymore old information on old card for the new account that has new name. Guess what. The address was updated, but NOT the name on the BILL which can screw you. Confusing the name caused us to have to call get new card, AFTER payment made to so called New Account (card not issued yet). So now we have to hope the new card has all the account information and PAYMENT of $500.00 on it. If not we may give this and all other appliances right back to them.
No wonder this store is closing. Bought a range that was faulty. Ordered a new one in store. Was told they cannot set up the delivery or removal of faulty one. Gave me a number for delivery... It was in the Philippines #! The warehouse is in Harrisburg though. No one would give me that number. Called the Philippines 5 times and could not understand what I was being told. Finally after 45 minutes I was told that someone would call me 24-48 hrs. But wait it gets better, I was told later after they demanded my CC info that someone would call me in 72 hrs. Now I'm wondering if we will ever see our new range or maybe we will be stuck with a faulty one. Is this any way to do business? What a shame, Sears USED to be a great store. Delivery in the Philippines... Give me a break!!
Bought an expensive stove with convection oven from Sears and bought the guarantee as well. So far a Sears repair person has been to my house 6 times as the convection oven did not work. I have repeatedly asked them to replace the stove with a new one as I have lost a lot of money on baking ingredients. They have refused even though I bought the high priced guarantee. They have finally agreed that I was correct in that there is something wrong as I made the repair person stay and watch how it baked. Cookies that take 12 minutes to bake took over 40 minutes when the repair person finally left (cookies still not done) and he ordered parts to be installed. First and last time that I will ever order an appliance from Sears. They do not stand behind their products or their guarantees!! Buyer beware!!
Sears Appliance - Ovens and Ranges Company Information
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