Sears Refrigerators Reviews

When it came to the day of the appointment, we got an automated call (not a live person) and they showed up at 1:00 (1:00-5:00 window). I called Sears and told them the last tech said we would be the last appointment, but by then we had to reschedule because they could not come back out that day. This happened 4 more times over a period of 3 months. Since it was a home warranty call, and it wasn't resolved, I was still trying to get Sears to come out because we had already paid the deductible for that particular repair. Every time I called Sears they said that was fine, they would put the request in for last appointment of the latest times they had. If they cannot guarantee the last appointment or latest appointment they should not tell me that! Not keep rescheduling. Also since I have had this part shipped to me from Sears since June and they have called several times wanting the part back!!! All I want is my freezer to work!!!

Scheduled to ship on August 22. Two months after Fridge/Freezer failure. If the part does not ship then it may be a lot longer. Spoke to some guy at LG and he did not have a clue where the order was for the Compressor and said he would get back to me and that was a waste of time too. So far filed a BBB report, Emailed the Sears CEO (no response... surprised?) and contacted the local television channel to see if they can get to the bottom of it. Sears uses A&E Appliance repair and is dysfunctional as Sears.

I just cannot believe that LG and Sears would let someone suffer with no Refrigerator. Do not purchase Appliances from Sears. The Customer Service is Terrible. Best recommendation I can make is go to Lowe's for your appliances. They have a fantastic warranty program and is very reasonable. PARTS ORDERED BY A&E Appliance repair from someplace, I don't know. Order number is the Service Order Number for A&E Appliance repair.

I have owned Sears appliances for years and they ran and ran with zero or minimal problem. When you spend over $3,000 for an appliance, you expect it to run for at least 5 years with no issues not just 15 months. This refrigerator has frozen over twice in the past 15 months. I will never buy another Sears appliance no matter who owns them in the future. I will buy Bosch or other top of the line refrigerators for the same dollars and less problems according to repair techs in the industry. Ask a tech which appliances he owns and follow their lead.

They suggested that I put out more money and time by renting a truck to bring it back. I offered to pay the delivery fee on the new refrigerator and they could pick up the old one when they bring the new one. I was told, "No, that is not our policy. The old one has to be returned first." When I told the manager that I thought that was a scam and I would never shop there again she said, "Okay." And hung up on me. It is such a shame that Sears has gone down the toilet like this. I have been a loyal Sears customer for years. I have bought almost every appliance I've ever owned at Sears. However, I will now never shop there again. No wonder they are going out of business - they don't care about their customers at all.

Updated on 12/15/2017: Sears sold us a defective refrigerator. We called the day it was installed. They scheduled a repairman for three weeks later. He suggested to return it since it was still within the thirty day warranty. It took another six weeks of me on the phone with them before they finally agreed to come and pick it up. After finally scheduling a pick-up date for the refrigerator, they called and cancelled it because their truck broke down. Another several weeks passed before they finally picked it up. Now, they keep billing me for the returned refrigerator! I have written to them, emailed them, and called them. I was "assured" that the bill and accumulating late charges would be taken off my account. That was three months ago, and they are still billing me! Ahhhh!!! In my book this is harassment! How can I get it to stop??? Not to mention they are probably destroying my credit rating. All due to their incompetence.

What kind of a scam is that??? I have already had three service folks out to look at the fridge... All saying something different... Thus waiting for different parts... So I have to start questioning the quality of their service people. In addition to all of this, there has been VERY poor communication between consumer and parts/service/customer satisfaction departments. The entire experience has been very frustrating. I will never again purchase from Sears... And certainly won't be buying from K-Mart or their products through Amazon!!! Just a cautionary tale.

The last service, the repair guy told us wait after 30 days contact the Sears again have someone coming out because it will show us that we didn't service back job last August 2016. We got busy after because we had family emergency need to be out of states. I wasn't home but I didn't believe what I heard. The repair guy shouldn't have telling customer wait after 30 days. It was working on then off again but us hardly using the ice. On July 10, 2017, the Kenmore Elite 31 cu ft refrigerator broken down water was leaking everywhere. Later, I didn't the top and bottom fridge cold air coming. Also, I heard the noise loud sound so my husband decided unplug right away. We didn't know will burst into flame or not but precaution first. I contacted the repair center but explained the situation and te said, he could send out someone Thursday, July 13, 2017 from 1 to 6 p.m. and I asked, did you have early repair sooner. He said, NO at the moment.

I called July 11, 2017 to see I could get an early repair guy because the service center mentioned calling again the next day. So coming to Wednesday, July 12, 2017, I received automatic reminder the maintenance guy coming Thursday, July 13, 2017 and I realized it was WRONG schedule service even I explained the major problems of the fridge. What an idiot scheduling the wrong service person? Really, I was started panic because of the major food loss and I had contract agreement hosting 4 students during a summer program. Each day, we had been taking them eating out for a week and the cost it was too much. We supposed hosting them for 2 weeks agreements but I host a week because we can't feed the kids fast food. We couldn't continue hosting the kids for another week and we lose the amount $1,120.00 plus my son couldn't have fun because he was looking forward summer playing with them.

I kept contacting Sears and repair center online almost each days and I had paper trail providing them. On July 21, 2017, I chatted with Simmon from Sears then Linda ** ; On July 18, 2017, I chatted with Peter **, and Block; On July 14, 2017, I chatted with Venus **, and Allison **; On July 13, 2017, I chatted with Scott **; On July 12, 2017, I chatted with Radolph **, and Ralph **; then On July 11, 2017, I chatted with Glen and Reynold.

All these chatted everyone of them directing me circle around contacting Sears benefits food loss department (800) 927-7836; Protection Team (800) 927-7836; Also provided solutions@searshomeservices.com; www.searspabenefits.com; Customer Solution team (800) 479-6351; Toll free at 1-800-4MY-HOME (1-800-469-4663); home delivery department at (800) 732-7747; contacted the Home Service Department (888) 266-6317; Contacted the Protection Agreement Department (800) 827-6655; and I could contact 3333 Beverly Road, Hoffman Estates, IL 60179 (847) 286-2500. Wow, I had been following all the information contacting all these number providing each times just all run around days by days and nothing resolution. Sears provides poor customer service. It showed poor training and each of them providing different answers to the customers each times I called in.

They all said I had to wait for my schedule which repairman coming out Monday, July 17, 2017 from 3 p.m. to 6 p.m. which the repairman did come out but he complained as soon he walked into the kitchen because of the spoil left inside the top and bottom fridge because again the idiot representative told me on the phone DONT THROW the FOOD away because the repairman needs to see them in order file the food loss. If I threw the food away, you are unable to claim food loss. I listened to his instruction but the customer ended up **. The repairman asked us when he came on Monday, July 17, 2017 whoever told you false information. Again, Sears provided poor job training. I told the repairman Seaser his phone number **, your repair center scheduled for you guys coming out too long over a week. Its not emergency service.

He dashed off the house less than 5 minutes when he arrived 4:30 p.m. Then he kept saying it wasnt safe to do anything because the rotten food spoil smell and he kept saying not safe for him. Then he called the repair center written on his notes. We cancelled the appointment. I told the Master Protection department I didnt cancel the appointment. Is he crazy? Why would I take a whole day waiting for him coming over? OMG. So I requested not to send him back for the Friday, July 21, 2017 and the repair center agreed with me NOT to send him out again for Friday, July 21, 2017 but Guess what he came out again. Sears doesnt listen the customer request not to have the same technician coming out because he was lying that customer cancel the appointment which it was false plus he didnt bother looking to see if he could put a rush into seeing if he needs to order the since he was there on Monday, July 17, 2017.

I have to live at the house for the smell and he couldnt stand just for few minutes. What type of employee Sears hiring? He told the repair center if the customer cleaned up the fridge and we could have the repairman coming out the next day, Tuesday, July 18, 2017. That was the lie from Master Protection plan center. I stayed up cleaning on night Monday, July 17, 2017, clean the fridge but it still smell like CRAPS bad food order and I noticed tons of little food flies, and maggots crawling from the little hole in the fridge. I realized unsafe using the fridge because unsafe health issues. I open the fridge on Wednesday, I noticed food flies inside even I clean up and I realized the mate inside the fridge in the little holes. I called the Master Protection department and they refused giving me a new fridge even I explained to them.

Sears doesnt care even the customer paid for higher warranty plan which Master Protection Plan. They kept telling not to food loss because you could claim but they dont understand I dont have fridge over 2 weeks. Its super hot day and no cold drinks. After the repairman left, I contacted Master Protection Plan Monday, July 17, 2017 and the guy said I needed to get up around 5:00 a.m. Eastern times, contacted us to see if we could sent out the repairman today, Tuesday, July 18, 2017 which I did what he told me plus he told if I cant get the repairman coming Tuesday, July 18, 2017 the Master Protection warranty will give us $200.00 purchasing a mini fridge. But came to Tuesday, July 18, 2017, the lady spoke with me Say NO I cant get the $200.00 because I have been schedule repairman coming out Friday, July 21, 2017 from 1 to 6 p.m.

She said, I could wait and I told her that the Master Protect guy said on Monday, evening July 17, 2017 just let you know it will take longer ordering the parts and I related to the messages to this idiot lady and she still refused I cant purchase a mini fridge or freezer chest. She was very direct, if she cant honor the amount. OMG. Like I said everyone told me different circling around without providing customer service. Friday, July 21, 2017, the same repair guy came out less than 10 minutes pulling out the fridge saying we need major repair take 5 hours services and he needs to order several parts. My husband told him he couldnt just take a look in the back without opening the fridge on Monday, July 17, 2017. He delayed the service because he could take the food smell. He didnt open the fridge on Friday and it took him less than 10 minutes for him go head ordering the part.

Sears has provide poor customers services. It like everyone my boss and have no clues customer has no refrigerator over 15 days usage. We have been eating out and no cold drinks in the hot heat. I have tried to resolve and I did file with Better Business Bureau. I am so tired treating run around because they cant provide better customer service. I am asking replace a new fridge faster and health issues. Master Protection department and Solution department refused because they didnt keep the record stay that we have multiple repair for the fridge. I feel Sears mistreat us providing us false information. I want to resolve from Sears expertise a new fridge and quick compensate $600.00 food loss, eat out cost $1,000 and compensate $1,120 a week loss hosting 4 kids summer program and plus stressing without fridge $1,000.

My family and I have no fridge over 2 weeks since July 10, 2017. Solution department teams told us last Friday, July 22, 2017 the repairman needs to order several different parts and the parts will not be arrive until August 3, 2017. In the mean time, the top and bottom fridge has food bugs and maggots crawling inside little hole because one of the idiot customer repair dept telling us not to toss any food away until the repairman needs to see them in order claiming $300 food loss. They scheduled repair technician a week later. We paid more monies for the Master Protection Plan different than 2 other warranties Sears selling but I guess no different what types of warranty customer purchased. They don't care if the fridge safety for health reasons. It still smells CRAPS even we cleaned several times.

I chatted online every single day asking for repairman coming out quick and I was on standby but no one contacts us. Oh, I talked with different customers each day and has not been resolved. It's like the customers made up different answers each times I called. One kept telling your food loss claim $200 even I told him it's on my warranty indicated $300 and kept saying NO. He works solutions department indicating poor training. His ID #** Mark **. He didn't allow me talking to supervisor even asking over and over. If food flies, maggots, and still smell ** even we cleaned up and they should give us a new fridge a lot faster but the master protection dept refused because they said the repairman has to repair total 4 services in order to get a new one. I told them it's not safe over and over. I have been deal over 2 wks with 10 different customer representatives online unresolved. Customers from Sears treat us so low.

Now, we might have to purchase a new fridge on our own somewhere else. We will never buy anything from Sears again. We paid the Kenmore Elite 31 Cu ft cost $2,400 plus tax last 5 yrs. Sears should pay back fridge $$, compensate without fridge, food loss, & unable hosting 4 kids summer program. I went down to Sears #3792 Lake Forest, CA on Friday, July 22, 2017 spoke with Shikli ** regarding how Sears customer services that I had been going thru the past 2 weeks without a fridge for my family. That's not right how the Sears provided you that you don't have to go thru the first place. I need this resolved immediately.

Sears is a joke... nothing but liars with incompetent workers from corporate to technicians. How do you order a part ruined by your Sears technician from Charlotte not A&E tech, send it to my home, two Corp reps tell me you're calling to verify it arrived, then tell me someone will be there 2 wks ago on Monday between 8-5 to repair it and they not call; no show. I call Debra at corp and get zero response after 3 messages. I call Serena in Georgia and get zero response. It's awesome I have a part laying on my floor and have received no response from anyone. I will be at Sears Sat n Sun with all my receipts and repairs invoices making sure no one buys any appliances from there! I'm done with all the lies! Next stop will be my attorney's office on Monday.

Update: Just received the part for the 2nd time damaged. Corporate doesn't respond anymore because the rep Debra can't understand English and Sabrina from Georgia office calls from a number you cannot return a call to. The service tech no showed for the repair and took my 1st part with him. Gave me his cell # and refuses to respond or giving my part back to me. I want a new refrigerator after they've destroyed mine with their incompetencies.

Unfortunately, problems for us developed immediately on April 20, upon the delivery of our new refrigerator. The delivery people were in such a big hurry, that they caused damage to our interior doorway to the kitchen. They were careless and left a gouge the width of the kitchen doorway door jam. The delivery person asked if he could handle the repair himself, but not feeling comfortable with that solution, we reported it to Sears on that same day. Exactly after two months afterwards and many emails, compensation was finally made for the damage. Because of the damage to our kitchen doorway, we weren’t in the mood to start the removal of the protective plastic film covering various parts of the refrigerator, the two doors, the Kenmore Elite door emblem and also other protective plastic film that was inside.

Sometime in May, we started first with the removal of the exterior protective film covering the Kenmore Elite emblem. Upon its removal, we noticed a dent in the door where the emblem is located. We were certain the delivery people, while installing the refrigerator, pushed too hard on the door causing the dent. A few days later, we tried to make contact with a representative to describe the door issue. While doing so, on May 13th, we were connected to the chat service online. The representative convinced us to keep the refrigerator and not replace the damaged door while offering us a 15% item discount as compensation.

We went along with that recommendation and thought that maybe one day we might replace the door, or perhaps live with it. It was a few days after, we continued with the removal of the interior plastic film protection. In doing so, we came across paint flaking off a portion of the refrigerator frame, and behind it, what appeared to be rust. Additionally, we found a broken piece off a part of the refrigerator. We weren’t certain, but it looked like a locating pin of some sort. It is about an inch long in length, and was simply sitting upon one of the shelves.

Shortly afterwards, we contacted Sears Kenmore Service. A technician was dispatched about a week later. It was on May 31st, that the technician (**) arrived. The technician carefully examined the refrigerator, and confirmed the worst possible scenario to me; our new refrigerator’s interior frame was rusted. The technician called into STAC, (Strategic Technical Assistance Center), and afterward told me that they put in an order for touch-up paint. He finished by saying something about us living close to the ocean, and that being the cause as to the origin of the rust. I live in Culver City, not really near the ocean. How could a new refrigerator not even a month old already begin to rust? It had to be a manufacturing defect. The technician had no explanation as to the origin of the broken part and seemed more concerned with the rust issue. As a result, it continued to be unresolved.

We were definitely not enthusiastic with the solution being offered to us. Covering rust with paint, and not offering a real solution to the rusted frame, did not make a whole lot of sense. Neither, did the lack of concern to determine the location for the broken part found sitting on one of the interior shelves. The technician even seemed to be at a loss for words when given the poor solution through STAC. He did state in simple terms, “Sears should provide for you a replacement refrigerator”.

A day later on June 1st, we made another attempt to resolve our issues. We contacted the Sears Escalation Team, but they declined to help us. They suggested we contact Sears Kenmore Service again, which we did. They agreed to send a senior technician to arrive on June 9th, and to make an investigation. Kenmore Support made it sound like a specialist, that was familiar with our issues, was coming to help solve our problems. On June 9th, to our surprise, it was the same technician that came out to our home previously. He took photos with his cell phone and sent them to STAC, while conversing with them on the phone. As a result, and on the advice from STAC, the technician covered over the rusted inside frame of our new refrigerator with touch-up paint. Additionally, they had no solution to the broken part found floating around inside.

When attempting to contact Kenmore service once more, we were told that this time, we would have to pay for a service call. To add to our frustration, we have also received a Safety Recall Notice that affects our new refrigerators ice maker. Our whole family has bought all our appliances from Sears for years. Sears has always been respected for representing high quality going way back to before I was born. It’s been almost 60 years ago, just for me alone when my grandfather purchased from Sears a brand new JC Higgins bicycle. I was just seven years of age, and I’ll never forget that memorable occasion.

The Kenmore Elite Side by Side refrigerator we bought was represented as being a solid investment by the Sears representative, and a great choice for us. What’s happened afterwards is not what we expected from the trusted name of Sears. We are extremely unhappy with how our problems have been addressed. At this point, we’re sorry we gave up our 45 year old Sears Coldspot refrigerator that was still working fine.

We did not receive a response to the request of a replacement refrigerator, emailed to customerservice@searshc.com, on 06/20/2017. On 06/30/2017, we sent a certified letter asking once again for the defective refrigerator to be replaced. On 07/07/2017, we were contacted by Sears and instead of offering to replace the refrigerator; we were offered $100 compensation instead. We are very frustrated, we bought a new refrigerator, not an old one with, rust issues, broken parts, and dents. We want to have a new replacement refrigerator without all these terrible issues.

Sears service department states that their technicians cannot repair it and that their parts department does not carry the film to repair it. It's their refrigerator, purchased with their coating! It is disappointing that Sears does not stand behind their product and that I am stuck with a peeling tint on a refrigerator that was a new, unscratched, not dented purchase that is less than one year old. I would like for Sears to repair or replace this product. I feel deceived. The film should be discontinued if it is not designed to last.

After placing each service call we were put off for one week before a technician could return. On the third visit on 7/10, another technician was sent - he never diagnosed the problem, he set up the next service call for 7/18, while he was still at my home. I told him that was too long to be without a refrigerator. I received two emails confirming the service call for 7/18 between 8-12. On 7/18, I made a call to Sears around 10:30 to get an estimate time of arrival. The foreign speaking lady advised me that there will not be a service technician coming to my home. While I was on the phone with her she sent me an email with a new service date of 7/27.

I was furious and made several attempts to speak with a supervisor (of course they tell you there is not one available). If I had not called about the service I would not have known they were not coming. Sears has been a reputable company in the past, obviously things have changed. I have never experience anything like this from Sears. Worst phone customer service/technicians were ok, they just get caught in the middle to push the warranty.

The off-line department does not call. I have continued to contact the exchange department and have been told repeatedly the same thing --- to wait 24 to 72 hours for the off-line department to call. No one calls. I returned to the Temecula store where I bought the appliance and talked to the Manager of Sears. I was assured that the exchange should have been completed by now. She asked if I had received a "case number", which I hadn't.

She copied my receipt and assured me that she would contact Sears Headquarters to help me and that she would call me within 2 days. It has been a week and I have heard nothing. Needless to say, this has been an unpleasant and frustrating experience. Customers should be told that Sears does not honor their own Exchange Policy and that "all sales are final". I will continue to call and plan to talk to the Sears Manager again. I will not buy another item from Sears again.

Stay away from Sears, Sears is now considered most likely to go bankrupt than any other business in America by leading stock analysts. Before you buy from SEARS think about this, in 2008 Sears stock was $150 a share, today it’s $8.06. LOL. Do you feel safe that they will be around for this NEW extended warranty? I don't. Shop elsewhere. I know I am.

The technician finally showed up just before 6:00 pm and not surprisingly, said the door was defective. He needed to order a new one and it would be at least two weeks. I still have a defective freezer and now I will no doubt get another window for someone to come back and put the new door on. Another lost day of work. The other appliance that I ordered was a microwave. I was promised four delivery dates before it finally arrived on July 14th. I just finished installing the microwave and it is also defective. I called and the associate said this is totally unacceptable. I agree! She put me on hold and apologized that there was nothing she could do. She said that I should call GE. I called GE and they said that a technician would come out Friday (6 days from now) between 1:00 pm and 5:00 pm. Another lost day of work.

There is no one at Sears that has any ability to communicate well with their customers or resolve the situation in a satisfactory way. This has been a terrible experience and Sears does not seem to care at all. The call centers are outsourced out of the country. The customer service representatives frequently do not have a good command of the English language and there is no way to talk to anyone with any authority to make things right. Sears should deliver to me new appliances that work properly at an agreed-upon time. That would be the right thing to do, but I have found that a once great American company has decided that customer service and standing behind one's product are past.

I am almost three months without a fridge and was told by Sears their policy is the same problem has to happen within 1 yr. to qualify for a replacement. Yeah right, what is the likelihood of that happening. I was not informed of that policy when I purchased their useless extended warranty protection. I called customer service several times and spoke with a person that barely speaks English. Was misinformed by the customer service rep and demanded a supervisor. She apologized for my inconvenience. I told her I am tired of living out of a cooler and two little refrigerators.

She continued to quote the policy of 4 times for the same issue. Every time I make an appointment I have to wait at least two weeks. Sears does not care about their customers. Please do not waste your hard earned money on their products and also their warranties. I don't believe this company will be in business much longer if they continue to operate in this manner. GO SOMEWHERE ELSE AND NEVER BUY A SEARS PRODUCT!!!

They showed up at 0930. They were supposed to remove the old refrigerator and install the new one. However, the delivery person stated that he could not install the new one because the water shut off valve was not correct and we needed to call a plumber before the new one could be installed. They then left the new refrigerator in the garage, did not put it together and told us to call after the plumber took care of the valve. The plumber came out the next day and could not understand why the new refrigerator was not installed because the shut off valve was appropriate and the correct size for the new refrigerator and in good working order.

Sears customer service was called while the plumber was present and they instructed the plumber to go ahead and install the refrigerator!!! The plumber did install the new one and placed the old one out in the garage. The new one did not have the handles put on the doors and none of the plastic was removed from the inside. I called Sears customer service 800-469-4663 to have someone finish with the installation ie: put handles on the doors, remove old refrigerator which was paid for and get reimbursement for the cost incurred by the plumber, after Sears was paid to do the installation.

Customer service then transferred me to Customer solutions. I spoke to a Don ** in that department. He did apologize and said Sears will reimburse the cost of the plumber and will have a check sent out in 6 business days. He stated he will call back in 10 minutes with a time to finish the installation and pick up of the old refrigerator. He called back and stated that haul away of the old refrigerator was not paid for, even though it is clearly itemized on the sales receipt and charged. I called back once I got the receipt out spoke to customer solutions once again. This time it was a person named Jay? He said he could not transfer me to the original person I spoke to but he has the notes in the computer and will see what he can do to help.

I explained to him all over again what was happening. I also let him know that my father was 89 years old and was not able to open the refrigerator without the handles. Jay did say he could see the haul away fee on the receipt and will see what he can do to have everything taken care of. He placed me on hold. He came back on the line and said he was calling the delivery department, placed me on hold again and call was disconnected.

I called back again, this time I got Deseree. After explaining everything again, she placed me on hold contacted the delivery department. She came back on the line stating that someone will be out on 07/13/2017. I told her that was not acceptable because my 89 year parents cannot get into the refrigerator to put food from the old one, which is now in the garage in 100 degree weather. Let alone get food out of the new one once it was in there, because it does not have handles. She stated that she will try and get an emergency tech to come out and install the handles. She then asked for my cell # in case we were disconnected and if we were she would call me right back. She placed me on hold and we were disconnected.

I called back after waiting 20 minutes and not receiving a callback. This time I spoke to Ray. Explained everything again told him that the appointment on 07/13/2017 was not acceptable. He then said there was nothing more that he could do. I asked to speak to a manager. My call was transferred to Page, who identified herself as the manager of the delivery department. After explaining everything to her again she states that they are over booked and cannot come out any sooner.

I explained that my parents are 89 years old and cannot open the new refrigerator and on a fixed income. Was Sears going to pay for food replacement since it is all in the old one in the garage? She stated no. I asked he if she would treat her parents this way? She said no but they still cannot send anyone out. I also asked her if 0630 in the morning was an appropriate time to call for delivery arrangements. She said yes. I then told her it was very sad that a loyal customer for many years cannot get the service that was paid for and because they are overbooked should not be our problem. I also told her I felt that they were taking advantage of the elderly. She just said sorry and call was terminated. I am totally disgusted over the treatment I and my parents received from the service and delivery department of Sears. They received their money and did not want to render services that were paid for.

I called in and wrote many times and was rejected out of hand or never answered at all. One year and one day later, the freeze is completely blown. Contacted a refrigerator repair person who stated that the issue is a well known issue and an easy fix. Screw Sears. Will never shop with them again. I'm kinda happy they are going bankrupt.

Two and a half years later in May 2017: I called on the 4th of May, when I noticed my fridge not working. They came on the 5th of May. The technician said he didn't time for the appointment that day. So he rescheduled me for the 19th of May. I called the following Monday to check if I could get an earlier appointment, the appointment was not made. So they had to reschedule me for the 24th of May. I then was told that that the first technician did not report any findings whatsoever, and no notes on my fridge nor the job was found. The technician on the 24th had to start as if it were the first time coming to our house to look and diagnose the fridge. He proceeded to order parts to what he assumed was going wrong with the appliance, but was yet to be determined. We made an appointment for the 2nd of June, I then received an email (on my birthday) May 31st stating they rescheduled our appointment June 15th.

Date 5/5/2017 first service date. Technician says that he is not able to stay and see if he can fix fridge. June 15th- Jeff, the technician says: "I'm not sure why they guy thought it was the compressor" (the compressor was ordered on the 22nd of May). 40 degrees in freezer, 55 in fridge for a month and a half. Times technicians have come to the house: May 5th -nothing, here for less than 30 min. No help. Did not write down notes, was not in system, they even came to our house. Complaint #: **. May 22nd -ordered parts here for 1.5hrs. June 15- replaced compressor, here for 4 hrs. started to go back to main issue in less than 24hrs. June 16- check temperatures, because it seemed to not keep things cold still. It was not, but he said it would. July 5th - technician tried to clear lines? Here for almost 6 hours. No change. Also, 3 scheduled, reschedules.

After July 5th, technician, the refrigerator is worse off than ever. Not working. Temp in freezer 45 degrees, fridge 60 degrees. We have called and called the warranty center, and they just keep sending out technicians... on their website, they state no lemon, and after three tries... they will replace. The phone operators say it has to be done 4x; which is conflict of warranty.

It is now July 6th. And we have had two months of no fridge on a refrigerator that is only 2.5 years old and still under Sears 5 year warranty. We have had 5 technicians come out, with time windows... that holds us down to do nothing and sit at home and wait. We have cancelled vacations, spent a thousands of dollars on fresh food and going out, because of a inoperable fridge. Twitter complaints, phone complaints... it has been a nightmare!

Now I am back at work and I'm trying to reach the department to reschedule. I get hung up on twice. It finally answers and it's the stupid call center in India or wherever the heck it is but I know it's not someone from the United States based on the operator and the background noise. All they can say is "I'm sorry to hear about that". I can't stand these companies that use these overseas call centers. There are plenty of people in the United States that need jobs. I finally get it rescheduled for the 13th but I'm not positive this will end well.

I told them I wanted a new one, they told me NO! "Your refrigerator is not under warranty only the parts are!" Semantics! Your refrigerator cannot run w/out the compressor or the evaporator so it's useless!!! SEARS would not give the name of the repair company to call them directly to see about having it moved up myself, and I was told that my request for a new refrigerator was denied but I was refused a copy of the denial. I was also told by their escalations dept that I would need an attorney to find out the name of the repair co. coming to my house and for a copy of the denial letter. I called every dept I could find. I posted on their Facebook pages and websites, still no resolutions. 8 WEEKS - NO REFRIGERATOR! NO WAY!! Unacceptable! I have kids and it's summer. How do they get away with this? Because they're going out of business!! Someone needs to stop it.

Sears warranty dept conned me into a shady home warranty... Sears no longer has the good quality stamp... SEARS operating like China and the mafia doing dirty business... I HAVE BOYCOTTED SEARS... WARNING TO YOU ALL!!!... DON'T GET SUCKERED!!! I WISH I READ THE REVIEWS BEFOREHAND... Thanks to Sears Corp. They screwed us out of a fridge that we paid over 1500.00 and have no money to replace fridge as we struggled to purchase this in the beginning. We are retired people on limited funds, we are using a loaner fridge until I don't know when. So I really hope Sears reads this and really get what they are doing to people. I want a refund Sears.

Updated on 09/05/2017: I wrote a review back in July 2017 regarding a Kenmore fridge built by LG. We purchased from Sears in May 2015 and the compressor konked out and sealed system had a leak after only 2 yrs. No warranty as we never had to buy insurance before. This new was our first experience of buying a new appliance since 2006 was the last time we did. So here's what we learned after this new Kenmore purchase. We were told by many people and appliance companies and even my vacuum repair guy.

That companies stop building products to last like they used to because they want you to buy new more often. I just found out that the reason Sears has been treating customers like ** is because Amazon bought out Sears. I asked this source, "Well why wouldn't Sears tell me this?", and he says because they are trying to sell out their inventory. We used to love Sears appliances but since this new fridge experience and this new information we are shopping other places such as Lowes etc. Just wanted to keep the people informed here. Have a nice day people!!!

Less than a month later it stopped working again, the very same problem. He said he couldn't come out until the next day. My daughter showed up with a portable A/C unit as I am a heart patient, we turned the central a/c off. When he showed up the next day it was working again so he said there was nothing he could do and if it happened again to call him, even gave me his cell number. On the 24th June it happened again. I called his cell phone, it went to voice mail. I called his work number same thing. This continued into Sunday morning.

I finally called Sears back and they tried calling him to no avail so they sent me out another guy. This gentleman said that yes the capacitor was shot again but that someone had broken off a part to the Freon and it had a slow leak. He said he would have to get the part and come back. We talked the next day and he told me that the part was not in stock and they would have to order it. That is when the nightmare truly began. I called every day to start off with I was told it would be 24 hrs before they had an answer. Next day it was 24 to 48 hrs before they had an answer. Everything was under review. The next day it was 24 to 72 hrs before they could give me an answer. I then started calling two to three times a day and got the same answer. I spoke to eleven different people during that time.

My health was going downhill fast because of the Texas heat, I had a constant pounding headache, then chest pains then pain down my left arm. I am in chronic heart failure due to a massive heart attack that destroyed 60% of my heart. I finally broke down on the 29th and had a new unit installed, that cost me $5008. I live on social security so that has put a real hardship on me but I couldn't live without a/c. Sears has since denied my claim as conveniently now this part that was broken is not covered under the warranty. They were going to pay me a measly $545.01 but they are now denying that. I plan on getting a lawyer and suing them. They have put me through such a lot of stress. I just wished I had got online and read the reviews before I ever brought their warranty. They are a total rip off.

Now less than a year later the machine is running hot. I called again to schedule a repair and the voice recording advised it would be quicker to schedule service online because the wait time to speak with someone was long. I did so and received confirmation of a date for service the following week. I took off work and waited the whole day with no one from Sears showing up. I contacted Sears and was advised they had no record of an electronic service ticket in their system. They went on to explain that sometimes there is a computer glitch... These things happen. Not helpful at all. So I rebooked for the following week and was given a window of 8am-12noon.

At 12:45 I called to inquire about when someone would show up and was told the window was changed to 11am to 2pm. A little after 2pm someone finally showed up and told me he was given a window of 1pm to 3pm so he thought he was on time. After 30 minutes he advises my compressor is bad and he does not have any parts. He will order the parts and set up for the following week. That brings us to today and once again I have been given a 8am-12noon window. At 12:30 I am back on the phone with Sears and after 25 minutes of trying to find me in the system I am told that my service person is scheduled for 1:19pm. I get off the phone and get an immediate call to tell me the service person in on the way. By 2pm there is still no one here.

I have never received worse service after making a large purchase. They convinced me to buy this upgraded service policy that has not lived up to its promise. At this point I feel I am being punished for purchasing a product from this company. There is no sale worth this trouble. I am living without a refrigerator for 3 weeks and it does not seem to bother anyone at Sears. They seem to have forgotten what customer service means. I would never purchase a product from this company again.

Finally, we were called by a guy who said we would receive a replacement refrigerator. We would receive a call to confirm. The call came and we returned the call only to get a person who had no idea what we were talking about. Yesterday, I received a call from a guy named Mr. Marcus **, from Texas, who proceeded to tell me we would get a check for about $250 but no replacement. I was completely stunned. Mr. **, who talks so fast a mainframe computer cannot understand him, lost his phone connection with me and never called back. It's a mindless, pointless, deceptive rat race trying to communicate. We have received letters with no one's name, telling us to call the toll free number. We do... people have not idea who sent the letter.

SEARS Home Warranty is a scam and manned by personnel who are inept and uninformed. The communication model is deliberately designed to thwart effective communication with problem solvers. On June 12, 2017, I received a call from a Mr. James **, who said he was in the "Georgia office" (whatever that means) who proceeded to tell me that we would be submitted to receive a new refrigerator and I would receive a call in 24 hours. We did receive a call from the call center and when I returned the call, the CSR had no idea what was going on. Mr. ** flat out told me that our refrigerator would be replaced and explained the process to me. Nothing has happened, no one knows what is going on and the communication has broken down in a way that allows SEARS to violate their agreement in hopes we will wear down and just go away.

Following the above-referenced call, I received another call from Mr. Ed ** who told me he was in Mesa, AZ. Mr. ** said he had reviewed out debacle and proceeded to apologize and said, "I hope this will not impact your opinion of SEARS." Are you kidding me, I thought. He then said, "I'm going to see if we can send you a gift card to make up for the situation." He indicated it would be perhaps $50... then, he informed me that he had permission to increase to $100, since the situation was so grievous. He asked if that was okay and if it would help with the situation. My response was, "No really, because we haven't had a refrigerator for nearly five months, but you can do whatever you need to do." In the case of both Mr. ** and Mr. **, neither gave me any contact information... again, more hiding, more deception and a total lack of transparency. As of this posting, no contact from either of them has occurred.

On the June 12, 2017, date, I was scheduled to have a local SEARS repair person come to the home between 8 am and 12 noon. This is the morning that Mr. ** called me and told me they had canceled the repair appointment because a new refrigerator was forthcoming. He also stated the following to me, "If the technician shows up, give him Mr. **'s name and that we were being submitted for a replacement refrigerator." The technician never showed up because, as Mr. ** stated, he (the technician) had told him the refrigerator they destroyed was not repairable.

My wife and I are sitting here wondering what we are supposed to do. The repair personnel ordered a number of parts over the course of 4 months and installed them. After they completed their work, the refrigerator was completely inoperative. We have no idea who to call. We have no open line of communication on this matter. We have been lied to, misled and deceived, repeatedly. Anyone who trusts SEARS Home Warranty to keep their promises is a fool. They are a deliberately deceptive group that is NOT committed to their customer's well-being. Their communication protocols are the worst I have ever seen in my entire life.

I characterized my frustrations with one of the CSR by saying, "I feel like a puppy on the porch chasing its tail." In other words, it's a fraud, fake and deliberately so. Who knows what will now occur. SEARS is an organization wholly lacking in customer recourse policies. CAVEAT EMPTOR. In order to ensure that another consumer is not duped by SEARS Home Warranty, I am now going to speak out in every way possible and in every forum available.

Sears also has a $99 trip charge each time a technician comes out. Our technician told us we would be refunded our $99. This is where Sears and their customer service have lost us as customers. We couldn't understand the person at customer service, but after numerous tries we gathered that we would NOT be getting our refund unless we write a lengthy letter explaining what I had just told him. Don't use Sears for repairs!

The guy said the inside was freezing up because we "left the doors open." We did NOT, but watched as he took a blow dryer to the fridge. The sound went away. I asked him if maybe the doors weren't put on correctly (there doesn't seem to be a good seal) and he said no, that wasn't it. Long story short, the fridge has continued to freeze up the entire time we've owned it and Sears has yet to fix the problem. The workaround is every two months or so, I have to put all the food in our other fridge (ironically, a Kenmore we bought in 2004 that has never broken at all and just looks sort of ugly, why oh why did we spend money on this new one???) and thaw it out like it's 1952.

The condenser eventually broke and that was covered under the warranty except for labor, which was $300 and a ton of headache and Sears canceling because the service guy was "sick" (they have used that excuse on us at least four times when canceling appointments). When it broke, the service guy tried to talk us into buying a $360 extended warranty for a year. I explained I wasn't going to pay that much and he said "Well, your fridge has a lot of known issues, so it would be worth it." Nice. Way to sell me a good product, Sears. So, save yourselves. Do better product research than I did and I recommend not ever buying anything from Sears. Which is a shame because until now, we always bought from Sears. They used to be good.

So, my brand new refrigerator is not working right, my food and beverages are not cold and I have to wait 17 days before someone can even take a look at the appliance. That is poor customer service. My parents were regular bought all of their appliances at Sears; my wife and I have purchased our appliances from Sears. I will never purchase anything from this company again.

I managed to get the UPS tracking numbers from customer service and saw that Sears had signed for the returned parts two days before the repair was scheduled. Really no need to ask me if I have the parts when the paperwork is even available for me to see that they were returned to Sears. After at least another hour on the phone, Sears promised to overnight the parts and see if we could get the repair sooner since they had made an error, but that was just to get us off the phone. No parts overnighted. In fact, when I called to inquire as to where the parts were and when they were shipped, customer service hung up on me, or we were conveniently cut off.

Two weeks later, still no parts and if they do not arrive in time for the scheduled repair appointment, then I am told the next available appointment is in two weeks. The order is "processing". Unacceptable. Customer service is often rude, tells little fibs, pretends not to completely understand your question since English is often not their first language. Caught them in several fibs. One example, "No ma'am, I don't have access to the tracking numbers... but I was told the parts would arrive tomorrow." So how do you know that without a tracking number? Somehow the tracking number appeared on the screen of the customer service rep.

So sad, as Sears used to be such a great store with a good reputation. I hear Sears is experiencing financial difficulty, and it is not hard to see why. This is a messed up operation with little regard for the customer. Our service technician has tried to be helpful, but he can't repair the refrigerator without parts. We have asked for a replacement, but all that happens with that request is that you are given another 1-800 number to call, and absolutely no help.

I am now home again, waiting for the parts to arrive so that my appointment later today for the repair can happen. If the parts do not arrive in time, it means more frustration, more time lost from work, can't shop for food since I have no safe place to store it, more time on the phone and I don't think Sears is a bit concerned. It appears the longer the delay the sooner the warranty will expire. I understand from reading other reviews that this repair often does not last long and this could be a continuing problem. I don't care what it is if it says Sears anywhere on it, do not purchase it.

Then it stopped working again in March. We were given a repair date in mid April. On the date of the repair, the technician called to inform us he lives in another city - we should call again for a repair. We called and were given May 16th as a repair date. By noon, no technician. We called to ensure he was coming and were told he was. He never came. We called back and we were told there were no available dates and someone would call us in 48 hours to schedule a repair and that we should call back if we did not hear from anyone. I call every 3 days, it's May 27 and I am still calling. The agreement expired May 26th. I was told they would honor the agreement until the unit was fixed or repaired (did I mention there is a replacement guarantee after 4 trips if the unit cannot be fixed?) But when I called today, I was told I have no agreement and they don't know if the old agreement will be honored, as I was informed earlier.

After being on hold for about 20 minutes, I now have to call back on Tuesday. So no resolution to the issue, no repair date and no replacement. I just have to keep calling every 3 days and sitting on the phone for about 30 minutes each time. Ironically, they sometimes try to sell me not only another warranty agreement, but one that covers even more appliances in my house. Are they listening? Why would I do that when they have failed miserably and when I have to wait 3-4 weeks every time I need service? The refrigerator was clearly a lemon, at least as far as the ice maker was concerned, and they apparently have no sense of urgency about resolving issues. I cannot say how strongly I advise against the Sears Protection Service, especially if you live in a more rural location.

The number called again at 6 pm the next day. A woman says her name and she is calling from corporate. (LIE... corporate is in Illinois, not Texas. You are calling from a call center.) She says that service fees are not refundable. I begged to differ. The tech was here for 5 minutes, stuck a temperature gauge in the freezer, looked at the back and said he is not authorized to work on it because it's a sealed system. (LIE... Sears lost their contract with Whirlpool 2 years ago. (We found out after contacting Whirlpool for the FREE repair) but still advertises it on their repair website.) She said that he came out for coolant and coolant can be anywhere in the fridge. Then tells me that... ready for this... she has requested a report of our service and will not be able to get back to me until Tuesday.

This is Tuesday. 7 days. She said she was only doing it to give me the benefit of the doubt. LIE... I said "how did you know we had a problem with the coolant? You just said you needed to wait for the service report, so how do you know it's the coolant?" All Sears does is run you around until you're too tired and give up. I was told abruptly by a call center employee who pretends to be from corporate that I would hear from her on Tuesday. Calling the real corporate in Illinois today. If anyone needs the number it's 847-286-2500. Everyone have a wonderful day...

We spoke with three additional customer service people one of which a supervisor and again... No help... Just start from scratch. I reached out on Facebook and was told a case manager will contact us in 24-72 hours. I explained the issue and basically they did not care. They also have not issued a credit and told us it could take up to seven business days. All this is so unacceptable. I will never ever consider Sears for anything. It is a terrible company. To knowingly send a damaged item! Really. To charge before delivery was made? Really. To cancel the order and tell us to start from scratch or wait up to 72 hours to hear from someone. Outrageous. This is to replace the refrigerator for a 90 year old woman who is now out the $1300 and needs to wait seven business days to get her money back. Shame, shame, shame. Horrible.

Another item is the plastic crisper trays. They do not slide easily. When pushing in the tray which did not slide easily or evenly on the track, it was easy for me to accidentally break off one of the temperature control slider controls that allow you to adjust the temperature of the crisper that holds fruits and vegetables. Freezer works fine. Other than the crisper trays and the alignment of the shelves the frig is good. If buying this frig I'd check those two features to make sure the quality is okay before checking off on the delivery.

I purchased a Samsung Refrigerator with the Sears Master Protection agreement on March 3, 2017 from the Sears Outlet Store on Kingston Pike in Knoxville, TN. The fridge was picked up on March 10th and brought home and installed on the 12th. That same day I called warranty service because the fridge wasn't working at all and was told to wait 24 hours. The next day I called again because it still was not cooling or working at all. A technician finally came to the house to look at it on the 15th and found that the fridge was several years old and needed the freezer coils replaced before anything else could be done to diagnose the issue. I was told the repair would not take place until the 21st. That is a solid WEEK with no fridge.

I then called the Sears Outlet Store in Knoxville and spoke with Eric, the assistant manager, who was quite clueless as to how I could return the item or as to why I was sold a broken item. Several phone calls and hours later I was able to talk to the manager of the local store here in Kansas City who told me what needed to be done. Then I had to make the phone call to Eric and explain to him how to do his job and have the fridge picked up. It was picked up on the 18th of March and I never heard anything from Sears, nor did I get a refund. I called Eric again this morning and had to remind him to process my refund. He claims he has now released funds back to my account. All told I paid $1500 for the fridge and warranty on March 3, and despite returning the item on the 18th and making several complaints I still do not have my money back.

During this process I was kicked around customer service repeatedly, denied the use of the warranty service, denied the right to make a claim for the food, and even told by your own technician that I should never buy appliances from the Sears Outlet Store. Luckily I had the funds to purchase another, new fridge from a different retailer or I still would not have one at all. To be frank I will be filing complaints with the BBB and Consumer Affairs and will never step foot in a Sears Store again.

Two days later on the 26 of January I called back because my sliced cheese and deli froze in the lower drawer! Few days later I called again when I picked up the gallon of milk who was completely frozen! Then my carrots, and celery, and everything in the other two drawers were ice! I was told to wait for the technician and after the appointment was confirmed few times, I was called to reschedule because the technician got hurt. So finally on 2/24 the technician showed up and after checking everything and talking with his supervisor gave me the order number where he wrote that I need to get a different refrigerator. But I have to wait 24 to 48 hrs for someone to call me. Then I called back, because nobody called! So the lady I talked too was very nice, sorry I didn't know I have to write down names and times and make a case number, and she told us that we can order online a new fridge in the same price range or go to the store.

My husband, who likes to see the real things, took me to the store in Hayward. The sales guy on the floor told us that we are not in the system, and we have to go back and resolve the problem with the warranty! So, because we are cover one year under Kenmore, and we bought an additional warranty from Sears for $499, to be safe just in case, we were transferred from one person to another, and finally after the 5 transfer when I started to cry, we were told, that we called too late, there is no evidence that we call and there is nothing they can do! But, we have to wait for 2 more weeks for another technician to come and verified again the damage!

Again, full of hope and stress due everything freezing in the freezer, and discovering the ice maker is not working, we waited patiently for the second guy who came on 3/9/17! He is very nice, very understanding, took pictures of the dents, then find out we need to have the whole board changed, and order the parts for it, but we couldn't resolve the problem with the door. We got transferred on his phone to delivery department and we were told that we waited too much to report the problem, we passed the 30 days to return the fridge, and even I had the work order dated on 2/24 which was exactly 30 days since delivery, we were told they can do nothing, they are very sorry and thank us for choosing Sears! I was in tears again, my husband was so upset when he came home and found out where we stand!

Therefore, after I calmed down, I called again, even the second technician suggested that it will be better to have it replace! So he said to wait few days to see if the fridge get replaced to call and cancelled the repair! We waited few more days, nobody called, so I called again, because my husband is working. I talked with a very nice girl, I know her name but I'll keep it for now, and she apologized for the stress and said the earliest appointment is March 23, and because I had no choice, I accepted the appointment with the promise that if someone cancel we will be on the waiting list! Just before the end of the conversation, I asked her if it shows in the system that I called about the dents on the 24 of January and she said that the first record was on 1/26! I was surprised but I was happy that we are still on the 72 hrs window, but next time when I called there was no record of it!

I called again, I talked with another nice person, who told me that I called 11 times, and when I asked to send me the transcript or the recording of my calling, said is not able to, but he told me to call back and speak with the CUSTOMER SOLUTION REPRESENTATIVE, which I did and after I was refused again, I asked to speak with the supervisor or the manager in charge to the department, and I was told she is the highest power, nobody else can take my call, her name is Lourdes, if she gave me the real name, and she hung up the phone very quickly thanking me again for choosing Sears! I wanted to make a desperate appeal to her human side and ask her if she think is fair for me to pay so much for the warranty, to deal with these kind of problems with a brand new fridge for two months, but looks there are just very few humans left in this company.

WE ARE VERY SORRY FOR THIS TERRIBLE EXPERIENCE WITH SEARS AND KENMORE, AND VERY DISAPPOINTED THAT NO ONE CALLED US after we made a complaint online to both! We bought all our appliances from Sears for a long time and it's the first time we have this problem. I still hope we can work something out! Probably I'm still stupid! We are coming from a communist country and after 26 years of being proud citizens of The United States of America, we feel like we went back to communism. CAN SOMEONE HELP (the ice maker was repaired by the second technician and made ice just one day, then stopped, so I have a case number for that also and we have all the receipts!)? What is hurting me the most, is that they are lying about what's in the system and made me look like I'm the one.:(

COME ON SEARS even the DMV puts their customers in a priority line when they have already waited through the 20 or more previous customers. WE STILL DO NOT HAVE OUR Refrigerator repaired and we are at Feb 13. The Sears service team technicians are ok but the organization and dispatchers are far worse to deal with than the DMV. I am sorry to say I have been a loyal Sears customers for over 60 years. IT ENDS NOW.

3 door shelves have cracked at connection point. Also shelves on left door so small only the thinnest salad dressing bottles fit so pretty much no storage on left door unless you haired salad dressing like me, oh and small plastic mustard squeeze bottles for too. Spills go under glass, hard to clean. Freezer drips water behind drawers so unnoticeable until it freezes over then water drips under fridge which ruined my floor. Prelude to condenser going out I believe. Stainless steel is low grade, dings easily! Should've realized when it had to be returned 2 times when delivered with dings.

Stainless cheap also because very hard to keep clean, I use an expensive lotion type cleaner polish only found in hardware stores so I try to take the best care of it but lots of elbow grease and never is smudge free. Trust me, the Kenmore Elite is a lemon. Use your money on another brand even if it's more expensive upfront, it'll be more expensive in the long run. And I really do my research before large purchases. So disappointed, epic fail!

We have attempted to contact the store where we purchased it and were referred to the 800 number we had already called. We called again and the operator said they would put us on an emergency list so that if there was a service call cancellation we would be moved up on the list. Would love to file some kind of complaint about this refrigerator with someone who cares!! I have read lots of complaints lately about this product. If you are considering it... DO NOT BUY IT!

However! The tech left that day cancelling the visit and left no paperwork. So once the warranty was sorted out there was no record of the part needed! I had to schedule ANOTHER tech to come out to my house to RE-IDENTIFY the part. This process took a total of one week to transpire. In the coming days I was told I would receive a package. However there would be no available time for a couple weeks... Ok you are busy, I can accept that. My service day arrives and my technician informs me that I don't have all the parts. I'M NOT THE ONE WHO DOES THE ORDERING... HE DOES. I'm told they are on back order and will arrive at a later date. Another day is scheduled, we are now into December. I call to file a complaint and am told that the part is actually due to arrive that day... after the tech leaves. The part arrives and I call to schedule a closer date for the service.

Two days are scheduled in the next two weeks and the tech didn't show up and I did not receive a phone call regarding why. A third day is scheduled 0800-1200, at 1201. I call to find out why my tech isn't there. I'm told that my time will be moved back a half hour. Tech doesn't show up for the time frame either... I'll spare you the HOURS yes HOURS I have wasted on the phone with Sears. I have been hung up on and treated worse than I have ever experienced with any company. Had I done a quick search before I purchased I feel like I could have avoided a lot of this. However, I've been going to Sears since I was a kid with my parents. The name has always been trusted... Unfortunately that's not the case anymore. Oh! And the $300 that I was promised to offset my food loss cost... was reduced to $250. DO NOT BUY FROM SEARS... LET THAT SHIP SINK!

Well... Dummies. It's a brand new refrigerator that was defective from day one. Not to mention their service is terrible. Took off days from work. They never showed up on time. One appointment was for 8 am and the guy calls me at 759 am telling me he can't make it on time and I was his first appointment. Six hours later he wasn't there. I think they hire derelicts with alcohol or drug problems. Don't count or trust Sears. They sell defective products. Don't back them up. Don't service them. Send service people who never show up on time or don't show up at all.

Went back to store to see what they could do for me, so that maybe I could get a fridge that would work. They offered me a small monetary compensation for my trouble and I could pick out another fridge. Was not enough to help on a fridge of comparable size and most of the same features. I will be returning this fridge. You're not able to speak with anyone that is knowledgeable about your problem when you call Repair, it's as though they are reading from a manual. What has happened to Sears standing behind their product and their service?

We got the impression that if we had the warranty you have to pay for they might be in more of a hurry to service us - enticing us with bad service to shell out more money. I am in the apartment business and we would never let a resident go 40 days without a refrigerator! Buyer beware. I WILL NEVER BUY ANOTHER SEARS APPLIANCE - EVER IN MY LIFE. I will also let the company I work for know not to purchase Sears appliances for the apartment buildings they own - 45 of them. DO NOT BUY SEARS APPLIANCES - THEY DO NOT BELIEVE IN SERVICING THEIR CUSTOMERS.

UPDATED ON 09/24/2016: Today the fridge was supposed to be repaired - the last repairman told us the other one who had been here twice times didn't order the right parts - he knew just from listening what to order. He would be back in ten days after the parts arrived. The parts arrived, he returned and installed the parts and he left and it still doesn't work. So almost two months without a refrigerator. Yes I do like eating out, but this has cost me a fortune, not to mention the food ruined by the first failure - around $300 of food. No one cares when we call - truly there is not one person who has said, "oh I am so sorry - 40 days - horrible. Let me get someone out right away."

In fact today after the guy left we called and they said "we will send him back." But they never did and I waited around all afternoon. So when we called back to say - where is he? - they said he can't come back until the light (from the other service call) comes in. Like I care about the light. I am telling you - DO NOT BUY SEARS APPLIANCES. They are a TERRIBLE, UNRELIABLE, UNCARING company! They do not know what customer service is about at all. I will never use them again and I will make certain the property management company I work with who owns 10,000 apartment units doesn't use them either. In fact I will make a point of telling everyone at the apartment associations functions I attend, and the classes I teach know NOT to use Sears.

I can’t leave my kitchen. It’s a mess. I am so tired of Sears. We have the service plan protection. You can check your record that technician found it when he came by tonight. Please Sears we need a new refrigerator and we are not waiting 14 day for the part to come. The last technician that came just added Freon. The fan is not working and also forgot to mention my refrigerator is in the middle of my kitchen Sears.

The stress it has caused is too much. DO NOT BUY A LG OR KENMORE REFRIGERATOR! DO NOT GO TO SEARS FOR APPLIANCES! They don't even care. I called for the repair as I had to turn the water line off and they said 4-5 days! I called another appliance repair company that came the next day. He replaced the line with a more pliable rubber line. I feel I should get a check for the lemon/faulty refrigerator I bought. The insurance company does not cover the appliance. I do not trust this refrigerator anymore. I also received $68.33 from LG saying the energy usage rating was wrong. This is a terrible refrigerator and wasn't cheap. French doors, freezer on bottom, ice maker in door.

I called an independent repairman who was out in less than 2 hours and charged $289 to fix the problem with the freezer fan. Sears quoted $100 just to diagnose the problem with no guarantee that they will have a part available. Apparently this is part of their warranty coverage that operates the same way if you are not aware of it. So now I have over an $873 piece of crap less than 2 years old in my house waiting for the next malfunction to happen. Talking to customer service was an exercise in futility and then they tell you to "Have a nice day." This is the most disgusting experience with a purchase that I have made in years. Don't let your friends drink and drive or buy an appliance from Sears. I've had it with them. I appreciate this Consumer Affairs site for providing a forum to present your experience with unsatisfactory products and service. It's interesting to note that there are several other complaints of the same nature as mine.

I'm awaiting the Sears technician who will likely hose me in fees and parts to "fix it" for what will likely be half the cost. Save your money and go with another brand. This stuff is garbage. What they don't get is, this is the most important appliance in a home... It's so poorly built. I'm the chump who paid over $3K for it. Never again. I'll try another brand.

I WILL NEVER BUY ANOTHER SEARS PRODUCT AND WILL ADVISE MY FAMILY TO STAY AWAY ALSO. This is very disappointing to me because our last fridge was a Kenmore and lasted almost 20 years. My family has always purchased Sears products and it looks like they are going downhill. I would rather pay a repair person to come out and fix my fridge then give anymore money to SEARS.

I woke up 7 am and drove to my new house before 9am. I tried to find out by called them to make sure the time they will come. They said will come for sure before 1pm. But at 1pm I received a phone call from the repairman, he cannot come today, and I have to call for reschedule again on Monday. What a very nice weekend!! I swear will not buy any Frigidaire products again. **!! Now I already have 3 appliances of them.

They are not in the business of selling reliable appliances. They are in the business of selling extended warranties. Reasonable expectation for life of refrigerator is 10-19 years. We have a year old major appliance that has broken down twice, which they will not back. The cooling problem seems to be the most frequent complaint with their new refrigerators.

Having researched further it appears that Sears is preparing to declare bankruptcy. They have lost 1/3 of their value and closed half their locations. By buying inferior products and putting on their label, they are participating in the looting of the company while holding up a facade as long as possible to lure customers to waste their money.

After several phone calls to their Parts Direct service department, to customer service "specialists" located who knows where in the world, several "chat" sessions on their service website and explaining this convoluted problem over and over again, I was just advised that all they could do for me was to send out a technician to look at the handle and the door at a cost to me of $59 for the service call. I will open the door without a handle forever before I'll pay one more cent to Sears. Not only shoddy products and horrible service, they need to coordinate their service records so that the customer doesn't have to repeat the same long story each and every time a call or online report is made. Maybe they do that on purpose so you'll get so tired of calling and having to repeat the same tale each time that people just give up. I'm just plain sad, mad and disgusted.

I press Sears that they should pay me back because they could not provide repair in a timely fashion to save my wife's medical supplies and food. They are telling me NO because I did not use their service. The compressor, per the manual, has a warranty of 10 years. I have purchased many appliances, auto supplies, and tools from Sears, but I think it is time to say BYE, BYE Sears forever.

July 18th the tech arrived, installed the heat probe (that had arrived about a week before). 1 day later the refrigerator is still not defrosting which means our refrigerator is not holding temperature. We call again. Tech arrives on July 27th and doesn't have the part he needs on the truck. Makes another appointment for August 4th... been going on for 2 months. We have basically had a new refrigerator that we are using as a cooler and having to put ice in the refrigerator portion in order to keep our food cold.

When I bought this Kenmore it was labeled Returned Tested. Asked several salespeople the meaning. No one knew. My question: why was it returned. No one knew. No refrigerator is labeled returned because damaged and new applied to some. But full price was displayed of the refrigerator and it like you are getting a great deal. Returned Tested means used appliance according to Sal the store manager. Just deceiving consumers. Who wants to spend money on a used refrigerator in Las Vegas especially 500.00 or more. By the way went shopping for food at Costco. Had to throw away. Meat and veggies pictures to prove it.

First of all this company didn't even bring the new connections, which by the way were on our sales receipt and connected these two appliances using our original lines. Both of these appliances were leaking, one was water and the other natural gas. Called our gas company to determine why the gas odor thought maybe because of the new line but it wasn't. The connection wasn't tight. If we hadn't been home or on vacation, the water from the pierced water line would have flooded our 400 square foot finished family room. It is now 10 weeks later as of this writing. The delivery and installation company will not admit fault and their insurance company is waiting for this company to admit fault. Again our claim is now in its tenth week and we are still waiting.

Three weeks ago the washer stopped working properly. Water was barely going in and then stopped. Repairman looked at it and said it was frozen pipes and prepared to leave. I told him that was impossible and found the condo handy person to try to convince him. It had to be something else and it was! He finally discovered the problem and managed to fix it. So far, so good! Four hours after he left, I noticed the ice had melted in my ice maker. That was a Thursday. Repairman came out Saturday and after almost 3 hours declared it was the condenser, ordered a new one, and said "See you in a week".

I managed to get the appointment moved to Thursday, a week after the failure. After several hours (and setting off the smoke detectors), he was done and the refrigerator seemed to be working properly. The next morning, however, I suspected something wasn't quite right. It was noisier than before and vibrated. But I went out and bought food to replace what I had had to throw out. By mid-day Saturday, it was "dead" again. I have to wait till Monday for someone to come look at it. I predict he (or she) will not have a clue as to what's wrong. Appointments are between 8 and 12. The refrigerator guys have managed to show up at 11:45 both times. I will never, ever buy Kenmore nor anything Sears again. Yes I am venting -- this is a new home -- my retirement home with all new "stuff" -- and it's becoming a nightmare because of Sears.

I believe that if a consumer pays for a stainless steel refrigerator and begins to rust shortly after the purchase there is a problem with the product in either its manufacture or how it's represented to the public. I have literally purchased appliances, tools, etc from Sears for literally decades. After this experience I will never make another purchase from Sears.

After the parts were delivered I called Sears. Again to schedule a service tech to come out to put the ordered parts on the Refrigerator. Keep in mind consumer this is the 3rd Service Technician. When he arrived he looked at the Refrigerator and said he could not find anything wrong with the Refrigerator and the parts that were ordered were the wrong parts. Ok, by this time I was Livid. I called Sears again and asked that they send a 4th Service Tech out and preferably a Senior experienced Tech. They then sent out the 4th tech which was the same tech that ordered the parts number (2) tech. When the tech got here he re- examined the Refrigerator and reordered the parts. The 3rd Service tech did not want to work presumably to put the parts on.

After the parts arrived at my home again the service tech scheduled himself to come out on this date which was cancelled by Sears because of inclement weather. Sears called and rescheduled the appointment. I explained that myself and my husband are working consumers and that we don't sit at home and work on Sears schedules. The tech was suppose to come out today. He never showed up of course. Incidentally this would be the 6th service tech.

Consumers this is not the same Sears that our parents dealt with. I am a 50 year old Office Manager. I know the Company my parents dealt with and the products they purchased from Sears. Consumers Sears is the bottom of the barrel in this day to purchase from. Especially a Refrigerator, particularly the Kenmore model 77302/4/6/977312/4/6/9 with the bottom freezer drawer. Buyer Beware! Sears and the products they sell will not stand the test of time. My advice to anyone that is in the market to purchase a Refrigerator do not purchase from Sears! They suck.

Updated on 2/5/2016: My 1st review revealed the failure of Sears service technicians to repair my refrigerator. Ok they have since scheduled 4 more appointments to my home and failed to show up to each and every one of them. At this point my next step is to hire an attorney.

Two men arrived and proceeded to tell the tenant in my rental apartment that they could not install it. I still do not know why they came out if they could not install it? Very strange situation. I called Sears again and they told me if the installation department went out to install, they would charge me or they could pick up the refrigerator and ice maker and take them back to the warehouse and install the ice maker and redeliver. This is unbelievable! I was suppose to originally get a refrigerator with an ice maker, but because the ice maker wasn't available when they had promised to deliver the refrigerator, I am being punished.

When they delivered the refrigerator, they left with the glass shelves taped together in the bottom along with the drawers. They said they couldn't put the shelves in or arrange anything because they had had complaints of leaving dirty hand prints on things. I think their delivery team is lacking experience and needs upgrading in personnel. I will never shop at Sears again. I have ordered three appliances from Sears within the last five months and each time there were problems.

They came out and told us that the compressor was bad. Yes, we already paid $69.00 to find that out on Tuesday. They told us that they did not stock the part locally it had to come from Texas. We are in Oregon. It is scheduled to arrive here Monday the 1st and be installer then at the cost of $224.00. The compressor is covered under warranty but not the labor to install it. Over two weeks without a refrigerator. I also found out that the fridge we bought was made by LG. Kenmore stuck their name on it. LG does not have a great track record for reliability. Thank you Sears for having a service company so prompt and well equipped to back up your products. I will not be recommending Sears for any appliances in the future.

Called the next day and asked for a supervisor and was told no one was available. They said a new compressor has been ordered. The compressor was sent to the house on January 18th. I called Sears that day and told them it arrived, but they told me that a repairman is scheduled to come out on January 29th. So, the compressor sits my closet until the 29th. If they do show up on the 29th, it will be 3 weeks without a refrigerator. NEVER BUY A SEARS REFRIGERATOR.

Tech shows up and makes a call. He said a part was delivered but no one was home to receive it so it was sent back to my local post office. He told us we had to go get it now. I left nut work I had going on in my yard and left my wife with the tech. I drove 10 minutes away to pick up said part. Postmaster informed me they had no package for me. They asked for a tracking number. Ok called home to get my wife to ask for it. The tech was on the phone trying to figure out what was wrong with my freezer. He kept me waiting 10 minutes at the post office while he was on the phone. He then called someone else who said there was no other package and the 2 we had were all. So he then ordered another part and left. Soon after he left the alarms goes off and now after what he did the cancel button isn't working.

We call customer service and they say they can't send anyone back or help us and to call back tomorrow and for now, we could turn the breaker off or unplug it to reset it. We asked to speak to a supervisor and the rep became rude and said they couldn't help us either. After asking for a supervisor several times and her refusing to put us in touch with one she puts us on hold without a word. Well, we were bounced from different departments and not the one we needed. Finally, someone said they would call the tech and have him come back to fix what he messed up.

The guy took our number and said someone would be calling. 2 days later no tech and no phone call. So 2 or 3 times a day I walk outside to shut a breaker off to reset my alarm on my freezer. 4 visits by 3 different techs so far many parts ordered and still we have the same problem we started with. I rate Sears repair service and customer service with a big fat zero. I will plan on spending my money

So we decided to come back to Sears and bought an gas oven with Sears/Pine Crest/ Ottawa-Ontario this year to replace our old oven. We also bought an extra warranty for a peace of mind, a full package of unhook, delivery and installation in one day, as they described in our sale slip as the installer will pickup product at Sears and install. Few days later, call Sears to set up date for delivery, found out the delivery guys, and installation only apply to dishwasher and delivery and installation are two different sub-contract company. Gas range has to be certified technician to install.

So Sears told me I have to book the gas technician one day in to unhook the old range, 1 day delivery, 1 day for hooking the new range. This must be a joke from Sears/Pine Crest/Ottawa. First of all, the sale department or salesman does not know what they are selling or try to sale a false installation product because salesman told us the installer will give us a call or set up day to delivery and install or we call them. Now they told us we have to call this company to set up date to do this job. Seriously!

Secondly, they do not understand the request 3 days off to be at home to wait for technician, delivery men to come in their time frame is not easy for our working class customers. And booking date is not easy as service by one company as Sears sub-contract out by 2 different company. So we spent also $250Can for installation and delivery, we have to call and chase these companies, and they gave us their time frame that very hard to schedule with... Unbelievable. I can't understand they have the gas service for furnace perfectly why can't in the gas stove? Is it because each store or department have different service or run by an idiot manager?

To save this headache we called back and cancelled the products, got the cancellation number etc... They told us that the credit will credit back to our credit card within 5 business days. Yesterday after 5 business day, check with credit card, credit fund was not in there yet but the charge already there on the date we bought. Called the store again, service department said cancellation is there, still waiting for approval from management, and service girl told me check back in few days.

What the heck is approval from management? Feel frustrated with their service, today call Sears credit department directly and see what's going on, they saw the cancellation but don't understand why store does not have any document submitted to credit department. They said they will contact store and see and contact me back... Keep my fingers cross. One after another, meanwhile statement has been sent out to customer, if we late for the payment...interested will apply... such a whole bunch of crooks. Make me sick.

By the way, got a better deal with Canadian Appliance Source with the same oven, save me $350 after subtract $75 pay separately to gas installation guy compare to Sears, with free delivery, installation in the same day or next day. The salesman very straight forward when I asked him about the installation process. He said "if you are a handy man shut off gas valve, unhook the old stove with wrench, before the delivery guy come, so they can take the old one as the delivery guy just do delivery." The company will provide the certified technician from different company to come down the same day different time if they are available or next day to hook up, save us 1 day and the cost for him to come in to unhook is $75.

So I recommended stay away from Sears appliances department anywhere where you live, so much headache to deal with them especially the one in Pine Crest mall/ Ottawa/ Ontario. Frustrated and will updated with my status next few days and see what's going on with the credit. This is how Sears has been having issue with store closing down.

Let's skip to the 8th. I finally get the "automated call" at 10 pm 1/8/2016 stating my refrigerator is going to be delivered tomorrow. I couldn't speak to anyone so I just figured I could call in the morning. So I call 1/9/2016 and they tell me since the address is not correct I have to wait another week to get my refrigerator delivered!!! Then I ask to speak to Sears specialist, the first one hangs up on me mid sentences. Then the second one proceeds to tell me my refrigerator has been at the warehouse since the 5th. Yes, the 5th the day I called!!! So now I have to wait till the 16th to get something I paid for almost a month ago because of y'alls mistake. I will never order a single thing from you guys again since your customer service has no idea what they are doing. I want a washer and dryer but at this point I'll just go to Lowe's or Home Depot!

The first delivery date was changed because the warehouse had not received the freezer. The second delivery date was changed to a third because they simply ran out of time. Finally, on the third attempt it was delivered at 8 pm. This frost free freezer made a loud pop noise at the end of November 2015 and quit working. It is now 12/08/15. We are about 8 days out of warranty but they claim our warranty ran out on 11/14/15 the day our credit card was charged even though we didn't take delivery until at least 15 days later. Mom paid $633.00 for the freezer and lost about $300.00 in food. Like I said Sears is not the store it use to be and needless to say we will never buy another thing from them and recommend you seek other merchants.

Supposedly the delivery company was supposed to contact me within 72 hours but they never called. I made a trip to Sears to speak to a manager in person. I was told I had to deal with the delivery company. I called the delivery company and was told I need to talk to Sears. There is an ongoing battle between Sears and the delivery company (XPO delivery) both placing blame on each other for the damage and neither stepping up to resolve the problem. Six weeks later a THIRD was sent out. Delivery was running late by 4 hours and it was dark out. I asked to look at the fridge before they brought it in. When the deliveryman pulled it to the end of the truck he pointed out the water dispenser was broken off and showed me one of the broken pieces. I refused delivery. It has been OVER TWO MONTHS now.

I have called the store and attempted to speak to the managers countless times and left dozens of messages to have my calls returned. They rarely return my calls. When I do get a hold of a manager, they say they are working on it or waiting on emails, or they might know something in a few more days. I have been put off constantly for OVER TWO MONTHS now! I am fed up and frustrated! I would NEVER recommend buying here. The prices might be good but not worth the hassle and headaches! My advice to anyone would be to save yourself the aggravation and go buy your appliances somewhere else!

A neighbor researched, found the part online, and fixed part of the problem. But the panel replacement for the door wasn't available, although there's a law that it has to be available for 7 years in CA. I called a repairman, who said LG made ELITE parts, and they're so unreliable that they won't take those jobs. So... I'm out more than $5000.00 (Did I mention the digital panel on the stove is going out?) and I'm looking for replacements. Are there any good appliances out there? From what I've been reading, those days are gone.

Month later door replaced, the seal is better now but ice maker still not working. Service sends me ice maker and tech comes to install, decides I don't need new ice maker but water supply line is kinked and re-routes that after clearing lines etc. Still not working. Senior Tech supposed to come this am but after waiting 3 hours during the 4 hour window, I called to confirm and am told tech running late and they sent me an email (which I never got) so am back to requesting service again, new appt. Have bought MANY appliances in my life, never had this awful experience. I would like to bill Sears for all the hours I sat here waiting for their techs to fix this one fridge.

UPDATED ON 01/12/2016: In Nov., posted here about problems getting fridge repaired by Sears - fridge side was freezing food, leaks around freezer seal, problem with door insulation, ice maker stopped working. Several visits involved the same tech. I finally requested a supervisor. Supervisor arrived, broke one small part while repairing a newly detected issue, taped it together and ordered replacement, but was able to repair my non-working ice maker!

Replacement part arrived, and the prior (non-supervisor) tech returned to install the part. I advised him that the ice maker worked again, but AGAIN the fridge side was freezing my food, and was it possible to have the ice maker work without freezing the food in my freezer? His response, "If it ain't broke don't fix it" and he took the latest parts ordered with him and left. Never looked inside the fridge, did not even try to figure out how to solve the problem. And I had concerns about him touching the fridge again, anyway, since over the last few months he seemed to just order various parts and return to install, never really fixing anything.

Apparently the ice maker cannot work without freezing foods on the fridge side. I give up. Sears - you win, I'll stop calling for repairs but rest assured I will never buy anything at Sears again. I have lost too much work time trying to to get this resolved, Sears could not care less whether their appliances work properly.

A week went by and the parts finally came in. (Meanwhile I am using a beach cooler and replacing it with ice each day to keep my food cold.) A second technician came to repair the fridge and immediately determined that there was no use in repairing the part because the fridge was unrepairable. In order to repair the part, he would be putting his own health and my health at risk. He would have to gut the entire fridge which meant the entire house would then be infested with the bugs and smell of the rotting food.

He called Sears and told them he would not repair it and he contacted the District Manager's office to let them know that the fridge would have to be replaced. He sent pictures to the District Manager's office documenting the severity of the condition, as well. He then collected the parts that had been sent and left. He told me to wait another 24 hours and then to call back to see if the report was approved for a replacement.

I called back again the next day. What do you know! Still- they refused to replace the fridge. They said the reason the fridge was unrepairable was "customer neglect". They completely ignored the fact that the reason the food was moldy was because their product was faulty. I spoke with probably 15 different Sears representatives across all different departments and including several managers- None of them were helpful. They all kept repeating the same thing: "Mold is not covered under your warranty".

It has been 2 weeks since I initially called Sears. I am still eating out of a beach cooler filled with ice. Two Sears technicians came to my home and verified that a replacement is needed. The second technician even told me that it would be uneconomical to repair the fridge. (Meaning it would cost Sears less to replace it than to repair it.) But Sears still would not budge.

All I have to say is: Sears, you lost a valued customer. We own 3 homes - all of which are furnished with appliances from Sears and insured with Sears. Today I canceled all of my insurance contracts with you. I will no longer purchase appliances, or anything for that matter, from you. And I will continue to share this story with everyone so that they do not become another victim of your thievery.

About 6 months later the refrigerator started to freeze. So we called Sears, because it was under warranty, and had the come out and fix it. At that time we asked the technician if this was a outmoded, he said not was a good one. So we felt happy. But just for a short time. 6 month later, after the warranty was up the same problem occurred. I had watched the repairman fix it before with a new damper so thought I could do it. So I did. Sears was going to charge me $200 to fix it, but I got the part and did it myself for $80.

6 months later the same problem. WOW! Went and bought the parts, including the new sensor this time for $180. This time no good. The refrigerator has a main commutator problem. Have spoke with sears on many different occasions and the stores tell me too bad. They are not even nice about it. We had to save for a year and took the advice of Sears. They are supposed to be a good company, our mistake. After reading a lot of reviews I can see why they are in trouble. If you have any sense, NEVER, NEVER, NEVER buy anything from Sears. They do not care about you once they have your money. We have been shopping at Sears for over 30 years, but never again. It's sad to see a great store transfer into the worst store. R.I.P.

Several had multiple repairs for the reoccurring same problem, and were replaced. Has several where the ice makers repeatedly failed. Had to buy a bag of ice daily for weeks at a time waiting for parts and/or service. No compensation for the daily bags of ice, although it was promised. I've had several replacements that never made it off the delivery truck as they were so beat up and bent, scratched and crushed. Yes the old refrigerators were completely emptied in anticipation of the new one being delivered, only to have to reload the old one and wait days for another to repeat the unloading once again. No apology, no nothing.

Here is the ultimate insult from Sears. The extended 5-year, $500+ warranty starts from the first refrigerator. So, per Sears, I've used up 3 years of that warranty on the multitude of refrigerators that have not been in my house for a full year because they broke down and were replaced. I sum this up as "SearSucker..." Sears produced, sucker bought... Yes that sucker, that would be me. Never again will I buy anything from Sears that has a moving part.

The washer did not clean my clothes at all and was unacceptable. The manager of the store, Nicki, was rude and stated she didn't have to answer to anyone. I filed a complaint against her, and at least she called me to replace the washer dryer to a Whirlpool brand. The refrigerator wheels seem to be dragging. The gas oven that was replaced dangerously emits so much heat below the controls it was burning my eyes and hands. Sears doesn't seem to care and the store manager just laughs. DON'T BUY KENMORE PRODUCTS AND DON'T BUY FROM THIS STORE!

When it started again, we bought the warranty and From June to October 2015, we have had 4 visits from the technicians and the error message keeps reappearing within a week of "repair" or replacement of some part or another. Here is the pattern of issues: Sears outsources its repair services so no one takes ownership. Every technician who comes tells us the tech before didn't know what he was doing and they would fix the problem once and for all. Famous last words. Sears refrigerator "specialists" offer us legalese to explain why we cannot qualify for a replacement. Apparently, it needs 4 functional failure CERTIFIED by the technicians!! who obviously have "expertise" in the problem which of course they have not been able to fix.

Sears schedules appointments 10 days away. Meanwhile, we have a randomly functioning unreliable refrigerator and THEY WILL NOT try for an earlier appointment. NO ONE I have spoken to wants to take accountability except to give me legalese that protects them. What kind of customer service is this? Pardon me, this is customer disservice and torture. I have been a loyal customer of Sears since 20 years... well, no more. I am still with that fridge as we speak...

I explained that I have a 2-year-old son who needs to drink milk and eat, and they said there was nothing that they could do. So, I had to call an independent repair company who was able to service the refrigerator the same day, at my expense. These refrigerators have a history of making this loud noise, which is possibly due to ice buildup (Look on youtube for our video as well as others). Unless you can go for a week without a working appliance, I would not purchase any appliance from Sears!

Value time, being overcharged, delivery inadequate. Customer service dealing with Sears was impossible. No manager was ever available. One manager did leave a message which the phone number was too fast to understand to be able to call back. I had to reschedule for refrigerator to be picked up on 10/22 as my mom will be going in the hospital for surgery and this is the soonest time available as someone is required to be here. Horrible experience, work time lost, service unacceptable.

I call local Sears where I purchase the dishwasher and the manager said my dishwasher still under manufacturer warranty and I should call Sears customer service to requests for replacement. Now I am in the middle of Sears customer service and Sears local department store. I am frustrated and feel that I did mistake to purchase appliance from Sears. It hurt to see Sears business going down and the store was so quiet and empty. Now I know the reason.

Once I called him, he said to call Sears and hung up. Abusing his power and leaving me helpless with 2 BROKEN units at home - 2 broken ones, because he did not take the previous one either. I called all the numbers given/provided on the receipt with no success - I currently live in Australia, yet keep my home in PR where I have lived for 18+ years. Although I am aware of the culture - this situation "breaks the mold". He should be FIRED.

After many frustrating and futile calls to customer service and simply given the run around. The last call was the worst in that we were told that she would need 3 more service calls for "repair attempts" before they would consider replacing the refrigerator. In the meantime the fridge isn't working properly due to the unprofessionalism and incompetence of the Sears technicians. We will NEVER do business with Sears again and would NEVER recommend Sears. Customers are getting robbed and treated poorly. SHAME ON SEARS FOR SUCH POOR CUSTOMER SERVICE.

Called service center, on hold for 27 minutes. Go to store to speak with manager. He gives me the number of the local service center to call. Gentleman there very nice and accommodating and I make an appt for 3pm two days later. He also said, if the compressor bad they may possibly be able to replace same day. Next morning get a call from the main center (in the other country) confirming my appointment between 8am and 12 pm. I did not make or authorize this appointment. Called manager again at Sears and he put us on a 3 way conversation with the main customer service center who said my appt was between 8 and 12 the next day and could not give me any other time. I work and commute between 50 and 55 hours a week. I have had to make 18 calls and go into the store and no one accepts any responsibility.

The day I purchased my refrigerator I also purchased a convection range and hood. Come to find out when the first tech came to my house, he told me the ice maker had not been installed correctly and there was a puddle of water under fridge. One of the delivery people also had an attitude when they delivered the appliances. A manager at the main service center made an offer to me of a $50 Sears gift card to ease my pain. I wouldn't spend 2 cents at Sears if my life depended on it. Their service is beyond the pale and the worst service I have had in the 43 years I have owned my home. How could an institution like Sears let someone not have any refrigeration for 3 weeks and bounce them around when the problem is their product.

Hopefully people thinking about purchasing anything at Sears will check this site first before thinking they are getting a good deal. Not only all of the above but I was charged $372.24 for labor. The compressor is under warranty for 5 years and the replacement was 12 months - missed by one month. I think Sears owes me a new refrigerator or a refund of the labor charge for all the agony and frustration you go through. Tomorrow will be my 3rd vacation day lost to Sears. They should reimburse you for time lost, $500 worth of food lost and all the meals you have to eat outside your home. I would like to think that this is not another complaint buried in someone's long list of issues with Sears.

I purchased a very expensive (around $3,000) Kenmore Elite Refrigerator, Model 795.74023.410 in September of 2014 from a Sears store (not a franchise) in Houston Texas. Since the time I purchased this Refrigerator it has been freezing my food in the produce temperature control drawer (bottom drawer). Ice forms on bottom of the inside cabinet by the air vents. I have had it repaired twice this year and it's currently broke again. I have a service appointment scheduled for this Saturday. The first time it froze up the repairman said it was a factory defect and he sees it a lot on this particular model, but he changed the control panel or something. About three or four months later it did it again, so again, someone shows up. This person was the rudest technician I have ever met and would not fix it. He said buy an extended warranty because these refrigerators have a lot of problems. He got upset when I would not buy the warranty from him.

The ice was too thick inside the unit so he said I need to defrost it for a few days and have someone else come fix it. So I did as he said, defrosted it for three days, mind you I lost a lot of food keeping it in the ice cooler and had to borrow room in my neighbor's unit for items like milk, ice cream and so forth. After three or four days a different tech came out and said "I don't see anything wrong with it." I said "not now because I defrosted it." He said "well how am I supposed to know what's wrong if I don't see it." Amazing... Anyway he did call someone and he was told to put a heater on the line or something like that, but he was very unprofessional and seemed to be annoyed that he had to come out. That seemed to work for a few months, but again, it is frozen up now.

I called and made a service appointment again. I was told the service technician would arrive on 23 September 2015 between the hours of 1-5. I took off work at 12:00 to be home during that time period. About 3:00 I was called and told the technician's truck broke down and would not make it today. I was furious to say the least. I said too bad, I want someone today since I lost five hours of work that I would not get paid for. They offered no support and said "What day works for you." I said Saturday so I won't miss any more work. So now we will try again this Saturday the 26th between 10-2. But I have no confidence that they will fix it right or even show up. Chances are I will have to defrost it and wait another few days missing more work.

I would think that this item should have been replaced under the manufacture warranty, but Sears refused to do that. Every time I call Sears customer service I am forced to speak to someone in the Philippines and all they do is schedule an appointment for me. I demanded to speak to a supervisor and was called by another person in the Philippines. I said "What is the number for Sears in the States? I want to speak to customer service", she said "Send them an email."

So I did that and Sears again let me down saying I do not qualify for a replacement. This is their official response... "I have reviewed your request for the replacement on refrigerator and found that right now you are not qualified for replacement. The item will qualify for replacement if the item is covered under Master protection agreement/In warranty and there should be 3 completed service calls and 1 service call should be in waiting service status within a calendar year and the same functional unit must be replaced more than 3 times and the technician should approve that it is non-repairable item."

The above email leads me to believe that it went to the outsourced customer service in the Philippines so there is no hope of getting this issue elevated to Sears. My only mistake was buying an expensive Refrigerator. After Sears merged with Kmart, they have no loyalty and no customer support. Customer service is outsourced outside of the US so getting help is non-existent. Stay clear. Go to Home Depot or Lowe's.

We called the service center and they have been scheduling us to come out and fix it for 2 months, and keep canceling and rescheduling. They came out the first time after we told them what the error on the fridge was so they knew what part had gone out. But when the man came out, he said he didn't bring the right part, and had to order it, and would come back when the part came in. He did know what was wrong because we gave him the error code. Now it's been 2 months and we have just been rescheduled again for 9/28. This is insane. I can't believe we are being treated this way.

When I have called about this, I just get a run around with some person I can't understand. This is the poorest customer service I have ever had. I am telling everyone I know not to do business with Sears and I will continue to share my story until this has been made right. I spoke to a man named Nick today and he gave me a bogus email to send my complaints to, saying there wasn't a phone number to give me, and I wasn't allowed to speak with a supervisor. Nice. Please get my refrigerator fixed without any more delays or replace this one with another one, just like it that works.

Well June 2015 the seal on the door had a tear that seemed to be from dry rot. We taped it up to keep it in place and the door closed. I called a few days later and they said that I was out of warranty. This was within days, not even a week later. I explained it happened prior to the call but I was just busy with life. No satisfaction. I was told that a tech could check it for me for a 90.00 cost. Not repair just look at it. I went ahead and ordered the parts. I then called Kenmore who makes the fridge to make them aware. They had no recall on the strip but... they had one on the ice maker which I would get the parts free but had to pay the tech???

Why am I responsible for a product that was sold defective??? I was also told that if I picket the store I would be arrested.

We need to all come together and demand quality products and exceptional service and not waiver on our decision! No one should have to pay for expensive products that doesn't work and then be forced to pay outrageous service fees to keep a fraudulent business scheme going. Stop them Now!!! Demand quality products, warranties and contracts. What do you have to lose besides all of your hard earned money if you don't take a stand to make these scandalous companies do the right thing by their customers!

All this guy could find to do was to adjust the leveling legs (while blaming us for having the wrong type of HVAC in our house, not closing the freezer door properly, maybe our wood floors were the issue...). By that evening we had more ice buildup. After an emotional telephone call with Sears Customer Solutions, a replacement (same model) was delivered Sept. 9, 2015. Today (Sept. 11, 2015) ice developing in exactly the same place on replacement model. SO FRUSTRATED!

Just called this morning to set up yet again another appointment. Surprise, surprise the refrigerator stopped cooling by this morning. They won't be able to come out until 9/18/2015. Upon arguing with my husband that they can't do anything until they see the refrigerator, like they haven't seen it 5 previous times, we decided we are not going to buy appliances from Sears again. I have told them I have the proof (receipts the maintenance man gives you after service) of every appointment and they told us they only show one other appointment and they don't know what we are talking about. Tried contacting Kenmore to see if we can get assistance from them. Living out of a cooler is not fun.

Updated on 09/22/2015: At my appointment I found out all the usual stuff said at my last 5 appointments, but one more detail was added in. The maintenance men knew all along what was wrong with my refrigerator. It has a leakage in the tubing that needs proof, proof that involves dye and UV lighting. Maintenance men before this appointment found it every time. What I didn't know was that they were being asked for proof at every appointment and didn't know how to get it being that it's UV light. :(

Here is a scenario of what went on at my house: Maintenance man looks at my refrigerator calls STAC or STAT, whatever they are called, using my house phone. Sprint has horrible service in Hawaii, which is what Sears company phones are under. STAC tells him "How do we know that it is the customers fridge in the customers house?" Maintenance man: "Well, do you want me to take a pic of the customer in front the fridge in her house?" STAC: "Did you take a picture of the UV dye that has leaked all over the refrigerator?" MM: "How am I supposed to do that? It's UV!?"

STAC then explains that he needs to put the glasses on the phone lens, hold the blue light and snap a picture. Of course I needed to help him, because who has three hands to do this themselves. STAC: "How will we know after you send the pics that it is indeed from the customers house? You have to leave the house for reception before you can send it." MM: "Well you know since you obviously don't trust people that work for you, I see no point in speaking to you further. Since you will not authorize the fix and order of the parts right now. I will continue to send the pictures and await further instruction." End scene. LOL

After overhearing the conversation, because it was on speaker, I was very upset. I wanted to yell into the phone the usual curses and blah, blah, blah. It was then that I realized that there wasn't anything that the maintenance man could do for me at the time until STAC approved. But what I did do was call Customer Service Relations 1-800-479-6351 and complain to them about the treatment of the Maintenance man by them, it got referred as an cooperate situation. Hopefully this helps future customers when the Maintenance man comes over to fix their appliance. This is the number that I have gotten from the customer service people when you dial the regular 1-800-4MYHOME, after grumbling to them after every appointment of no change in my refrigerator.

Unfortunately for me, nothing can be decided on what to do with my fridge until after my next appointment which is on September 28, 2015. This is now going to be the third official appointment in their books. I have asked them previously about the lemon law in reference to my refrigerator but I haven't gotten any responses yet. Fingers crossed.

Kenmore, Whirlpool and Samsung fridges have the same design flaw, but nothing is being done about it by the manufacturers. My repair cost 153.00 and at least the private repairman took care with my wooden floors, Sears would not take responsibility for extensive damage to my hardwood floor caused by their repairman when they sent one out shortly after an element stopped working on the matching stove shortly after purchase. I will use the coupons and never do business with Sears again (I don't do so now) and I will also avoid Whirlpool, since they are the actual manufacturer of the fridge.

I called them back on the 22, and was told parts were being ordered, but it would take a WEEK to get them! A week? Really? I have called back everyday, because I'm losing food out of my freezer! On Tuesday, I was told by SOMEONE that a rush would be put on the parts, and that someone would call me that afternoon. Yeah, still waiting for the call! I remember when if you bought a Kenmore, it meant that you were buying quality! And that the name SEARS meant something. Not anymore! I am still waiting on the parts to be delivered, so someone can come and fix it! I will never buy anything from SEARS again!

I scheduled the second appointment and another technician came out to replace the evaporator fan, and again stated that the three problems will then be fixed. Once the evaporator fan was replaced, I checked and noticed that problems (1) and (2) were not fixed. I was then given an estimate of at least an additional $300 dollars to fix problems, and that there would be no guarantees that they will actually be fixed. So after spending several hundreds of dollars, my fridge still does not make ice or dispense water.

I am currently unemployed and do not have the extra money lying around to be playing with Sears guessing game. I find the services provided by Sears have been very disappointing to say the least. The technicians failed to provide the proper diagnostics and did not fully fix my problems as stated. In addition, Sears did not honor my time by showing up one hour late without informing me. I reached out to Sears Customer Relation unit informing them of my experience, and I was told I will be charged a minimum diagnostic fee of $95, and in addition, Sears will not honor the 90 Days Service Guarantee without having to purchase an additional Protection Agreement.

Then I was switched to another rep who transferred me to the Technician who did the first repair. He told me he needed a request for repair from Sears. Called their Corporate Headquarters and again was told the problem couldn't be escalated regardless of our "5 Year Service Contract" nor the fact we would experience large amount of food spoilage. So that customer advocate emailed the service tech who did first repair requesting he call us to set up repair. Absolutely nothing but a "Middle Finger Customer Service" from an organization that was a revered Icon. For decades that has descended to the abyss of retailing.

I called today asking to reschedule to the afternoon of the 14th explaining that I might only miss a half of day of work instead of a full day. The representative politely told me that if I wanted an afternoon appointment it would have to be August 21 (Remember, Summer?? no freezer). I was told this morning and this afternoon that my request may be considered. I think this kind of inattention to customer issues is contributing to the "Sears" demise. I bought a defective product and am now held hostage to your schedule. I grew up with Sears as an important part of my life. I am now 52 (and yes, a college graduate) and sad to see your company become what it has.

The technician arrived and made note of the broken part. He attended my home approximately 6 times (if not more!) and every time he came with the wrong part. He was getting very frustrated. It was the same technician every time. He apologized for the inconvenience and took measurements and pictures of my fridge on July 18, 2014. That was the last time anyone came to my house from Sears!

August 22 at 11:02 called to talk to a supervisor and was told that my info has to be taken and then a supervisor will call me. I Called August 29 at 13:37 and spoke with a supervisor named Shonia. Because no one called me back!! Said that I bought fridge to keep things cold and that it's not broken. They will not write off a fridge for a shelf (I was not asking for a new fridge... just that mine gets fixed). She said that the part has been ordered from Samsung and they have no clue when they will get it. She said to call back when fridge is fixed for some compensation.

November 19, 20:30 hours. Lady from warranty called and asked about a microwave I bought 2 years ago. I told her I don't have it anymore. I brought up my fridge issues. She said "sorry", nothing she can do. Doesn't work in parts. Told me to call parts and see if the part is in. No offer to transfer me then hung up. November 28, 12:44 hours. Lady from warranty called about microwave... again! I brought up fridge and she said she would call service and call me back in an hour. Asked me if I wanted warranty on my fridge and they would give a 10% discount.. Not interested! Said she would call back in an hour and let me know what customer service said. 15:30 hours. Not call yet...

December 31, 2014. My husband called and spoke to someone in parts who said that our fridge was already fixed. He asked to talk to a supervisor and see the work order and got magically disconnected... He called back and waited on hold for another 30 mins and spoke with a female in service. He explained the situation and she said that she cannot help and that we need to call parts. She would not transfer him but did give him the number that he already called and waited on hold again! In the meantime while on hold he wrote on Sears Facebook page and Sears instantly wrote back saying to private message Sears. He did and never heard anything back. He wrote again in the private message stating that they were quick to respond on the Facebook wall but not to the message. They never replied and now it's Jan 1st, 2015.

June 18. 2015 12:17hrs to 12:53 hrs - Spoke with Jes (female with accent) who said that the warranty will not be covered because the warranty expired. She said a technician signed off on November 12 saying it was completed (I have had no one from Sears come to my house to repair my fridge since the repair man took pictures in July).

Spoke with Lucy. Supervisor in Toronto, she said they will not do the warranty work either and that it was signed off on July 31(now a different date) by a technician. She said it's been too long and the warranty is expired. She said that the work was completed. I asked to see the signed service order and she said that the customer doesn't sign it anyway. I asked for technician name and she said she only had a number and no name and would not provide it. I told her that this has never been repaired and it should be the same service call. It is not a new issue. It's the original complaint from before the warranty expired. She said it didn't matter and that it has been too long.

I think this is terrible service. My fridge is still not fixed. I didn't even have my fridge for a year. I cannot use my crispers properly as they do not slide in and out properly. The crispers are now putting pressure on my bottom shelf and causing it to stick and not work properly... so a third of my fridge is almost useless. I will NEVER buy from Sears again!

They then ask me for a tape measure and said it would not fit and put it back on the truck and left. My contractor arrived and told me to contact our salesman and get the delivery guys back as he said it would fit. The delivery guys were contacted but said they could not come until the following week. I put everything back in my old refrig and waited another week. My husband and contractor were here when it was delivered the next week and they simply walked the refrig in the house! When they took the plastic off there was a ding hole in the upper left door, a large ding on the left side, and a crease mark in the right door. Sears said it was the delivery men's fault and gave me a number to call. They offered me a 10% coupon on a future Sears purchase but ended up giving me a 100.00 gift card.

After numerous trips and calls Sears has offered to take the doors off of the floor model refrig and I would have to haul them home and exchange them with my dented doors and take my doors back to Sears. I declined and they would not come out themselves and exchange them. So basically I purchased a scratch and dent refrigerator which they will not rectify... A few weeks after I had the refrigerator it made some strange noises and my freezer items were soft and ice melted, so I called and the first service appoint was 12 days away!!! I said I just purchased a 3,000 refrig that is not working right and it will be almost 2 weeks until it can be looked at, the reply was that's right. 12 days later they came out and said that nothing was wrong but I still have soft ice cream at times. I am totally done with Sears. Their service is awful. I don't know how they stay in business.

On 7/17/15 the same problem with the ice build-up again. Sears technician arrived and used a steam jet to melt the ice. He spoke to his supervisor and said he would change a board. The first technician checked the board and it was fine but the second technician didn't even test the board. I called Sears Customer Service and voiced my dissatisfaction with this refrigerator. The customer service representative Josh spoke to his supervisor and was told there is no fix for this problem. I was told to call protective agreement benefits administration to get a replacement refrigerator.

Called them and informed them of the problem with the refrigerator. They refused to replace my refrigerator and told me to buy an extended warranty instead. I spent $3,000 for this product and Sears wants me to pay them more money to protect a faulty product that they are still selling to the public! If I don't get this complaint resolved, I will call the BBB to file a complaint and use social media to let consumers know about Sears low quality products that they are still selling.

Updated on 07/26/2015

Sears have now told me that they cannot install the water and ice because the connection coming out of the wall with the copper pipe is too old!!! The house was built in 1977, what am I suppose to do? Replumb my kitchen??? This is completely ridiculous, I want my installation fee back. I will have to call in a plumber I guess to get this working. Never again will I purchase from Sears. To all of you on here don't purchase a Kenmore Elite French Doors. The compressor and board has gone on mine and no water. That's why I had to buy another fridge.

My husband called Sears and was told it would be June 23rd before a technician could come fix the unit. I posted a complaint on the Sears facebook page and was able to get the appointment moved up to June 16. I arranged for my mother-in-law to house sit to wait for him. The technician determined that the circuit board was fried and ordered a new one, then left us with a still broken unit. We then had to reschedule for a time after the part was to be delivered, June 26 was the new date for repair. My family was due to be on vacation at that time so I again arranged for my mother-in-law to house sit. The appointment was set between 10am and 2pm.

At 2:30 my mother in law informed us that the technician had not arrived. Hubby called Sears and was told the technician was running late and it would be after 5:30 before he arrived. At that point there was a discussion about the common courtesy of communicating such matters with customers. The technician arrived, installed the new circuit board and then determined the fan was not working properly. He ordered a new fan and left our premise with the unit still not working. We then had to call Sears to reschedule a third appointment. July 14th was our new date. The technician arrived on the 14th to replace the fan, circuit board and run an update on the unit. After 3.5 hours the unit still did not work and he had to order more parts. He placed the parts on emergency order and said he would be back on the 16th after 2pm to fix the unit.

On the 15th hubby received a call from Sears wanting to reschedule our repair date. My husband was livid. After a lengthy discussion it was determined that the technician would still arrive on the 16th but the time was changed to between 8am and noon. Husband recorded the name and employee id of the representative and informed him that the technician could not be there until after 2pm because he had training scheduled for the morning of the 16th. The representative assured him the technician would arrive between 8 and 12. We once again arranged for mother in law to house sit. It is now 1:30pm on the 16th, the technician has not arrived, my mother in law has wasted her entire morning, and obviously the unit is still broke.

We, a family of 10 with four teens still in the home have now been without refrigeration for 38 days. Sears has done absolutely nothing to relieve our burden. The MSRP on this unit is $2519.99. We have a very expensive slate colored box in our kitchen that is useless! Sears got their money from us and could care less that our family is inconvenienced. At this point I want my money refunded so I can purchase a refrigerator at another establishment.

Next appointment was in 5 days. We had to shut off water for 5 days in home. Not quite sure they would repair it. I called back a few times. I spoke to 3 different people and all said they would repair it. After 5 days the tech came in and said "oh, we don't repair that." Needless to say I feel Sears needs to retrain their employees. I would never deal with Sears again. I think this is one of the main reasons they are going downhill. If you can't trust a company anymore, then you find another that you can trust. Listen up Sears, do something to keep your customer base before it's too late.

The lady told me I could eat out a lot (that's a joke to me). Then she told me I could get a small refrigerator until my was fixed. But I have to pay the $160 that they would reimburse me the $160. I told her I didn't have the money and she said "everyone can come up that amount of money." This does not account for the Tommy at the Batesville, MS store lies about everything that comes out of his mouth. He will not call you back when he say he will. (The funny thing is all the other sears stores know about him.) This is not right. I will I have never went to Sears. I am filing a complaint.

Almost a month and this 85 year old lady who lives by herself has done without long enough! I have been carrying ice for coolers this long just so she can get by and have something to eat! Sears has absolutely no service and furthermore Kenmore and Craftsman use to mean quality but now it's just junk. Come on Sears. I hope this episode does not cause my 85 year old mom to have a heart attack or a stroke!